SAP CRM brochure (PDF, 142KB) - Large Enterprise Business

mySAP.com ®
E-Business Solutions
mySAPTM
CUSTOMER
RELATIONSHIP
MANAGEMENT

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mySAP TM CUSTOMER RELATIONSHIP MANAGEMENT
IS OPEN, FOR BUSINESS
In today’s world, no one is an island. Every individual, every department, and
every company is part of a larger value chain that includes colleagues,
customers, suppliers – and even competitors. That’s why the mySAP.com ® family
of e-business solutions is built for the new realities of collaborative commerce.
Each one is designed to work seamlessly with all other SAP solutions – and those of
other providers. As a result, organizations around the world are open to new
levels of efficiency, productivity, and profitability. Because mySAP.com solutions
are open, for business.
As part of the mySAP.com family, mySAP TM Customer Relationship Management
brings this open approach to the management of your company’s customer
relationships, providing the tools, practices, and expertise you need to succeed in
today’s fully connected world.

MARKETING. SALES. SERVICE. E-BUSINESS. PROFITABILITY.
ONE CRM SOLUTION TIES IT ALL TOGETHER
Late deliveries. Unresponsive service. Declining sales and
profits. Dissatisfied customers. It’s easy to tell when your
company needs a customer relationship management
(CRM) solution.
But of all the CRM solutions available today, only one
immediately integrates with all of your existing business
processes. Only one has the power to immediately link your
company’s entire e-business ecosystem. And only one is
backed by decades of experience in your industry.
That solution is mySAP TM CRM.
By dramatically improving your ability to interact with your
customer at every stage of the relationship, from initial
marketing campaigns to after-sales service and support,
mySAP CRM can help your company increase sales, improve
profitability, build market leadership – and delight your
customers, employees, and shareholders.
mySAP CRM is unique in the breadth of its offer – from
operational CRM, which supports ongoing interactions with
your customers and suppliers, through analytical CRM,
which enables better planning and management, to collaborative
CRM, which allows greater responsiveness to your
customers and drives efficiencies throughout your supply
chain.
At the same time, mySAP CRM provides an open, adaptable,
and user-friendly solution that’s easy for your people to
learn and use. And through its role-based enterprise portal,
it delivers exactly the information and services that each user
needs.
No wonder mySAP CRM is the choice of many of the world’s
most successful and profitable companies – large and small.
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EVERYTHING YOU NEED TO BUILD A MORE
CUSTOMER-CENTRIC ORGANIZATION
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mySAP CRM eliminates the boundaries that stand between
you and your customers, and drives value into every area of
your e-business network.
At the marketing, sales, and service level, mySAP CRM gives
your people the real-time information they need to execute
targeted marketing campaigns, increase sales, and deliver
prompt, superior-quality service – whether by phone, fax,
Internet, or face-to-face. mySAP CRM also works with
today’s mobile devices, including Web-enabled cell phones,
laptops, and handhelds. So it helps you build customer
and partner relationships that last a lifetime.
At the executive level, mySAP CRM helps you plan and
monitor marketing campaigns, coordinate budgets, perform
customer segmentation, identify decision makers, track sales,
react quickly to market changes, manage contracts – and
much more – so you can deploy your sales and marketing
resources for maximum impact.
At the senior management level, mySAP CRM supports
better planning by providing flexible management reports
on every aspect of your customer relationships so you can
continually build a customer-driven culture throughout
your e-business ecosystem.
Beyond your company’s walls, mySAP CRM ensures that
your business partners share critical information on sales
forecasts, order flow, and delivery schedules so everyone in
your supply chain can work toward the goal of total
customer satisfaction.
A UNIQUE LEVEL OF INTEGRATION
Before you consider a CRM solution, ask the provider how
it will share information with your other e-business systems.
Too often, standalone solutions require costly retrofitting,
and they still may not provide real-time interaction with
your central database.
With mySAP CRM, integration is native, not added. As
a result, it blends seamlessly with your company’s overall
e-business platform, right from the start.
That means it allows your staff to work with real-time customer
information, greatly enhancing the quality of service.
And it establishes a seamless flow of customer information to
and from your company’s e-business platform – including
e-selling, e-procurement, supply chain management, strategic
enterprise management, financial management, and even
human resources. It’s a critical difference that makes mySAP
CRM more valuable, more cost-effective, and more profitable
– today, and tomorrow.

DESIGNED FOR YOUR INDUSTRY
CUSTOMIZED TO YOUR COMPANY
With nearly 30 years of experience in meeting the needs of
specific industries, SAP offers tailored CRM solutions for the
following markets:
• Aerospace and defense
• Automotive
• Banking
• Chemicals
• Consumer products
• Engineering and construction
• Financial services providers
• Healthcare
• High tech
• Higher education and research
• Insurance
• Media
• Mill products
• Mining
• Oil and gas
• Pharmaceuticals
• Public sector
• Retail
• Service providers
• Telecommunications
• Utilities
In addition, mySAP CRM can be easily customized to the
special requirements of your company and the individual
preferences of each user. It’s a flexible, scalable solution that
grows with your business.
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SUPPORT FOR THE
ENTIRE CUSTOMER LIFE CYCLE
mySAP CRM facilitates closed-loop customer interactions
through all four phases of the customer interaction cycle:
Customer
Engagement
• Marketing analytics
• Campaign management
• Telemarketing
• E-marketing
• Lead management
2. Business Transaction
• Sales analytics
• Account & contact
management
• Opportunity
management
• Telesales
• Field sales
– Mobile sales
– Handheld sales
• E-selling
• Internet pricing and
configuration
• Order acquisition
3. Order Fulfillment
• Fulfillment analytics
• Logistics management
• Credit management
• Billing
4.
Customer Service
• Service analytics
• Customer care and
help desk
• Contracts and installed
base management
• Enterprise intelligence
• Field service and
dispatch:
– Mobile service
– Handheld service
• E-service
mySAP CRM also includes
capabilities that are interwoven
within the entire
customer interaction cycle.
These capabilities are:
Interaction Center
Analysis and Planning
• Customer analytics
• Channel analytics
Collaboration
• mySAP Enterprise Portals
• mySAP Exchanges

A FASTER RETURN ON YOUR CRM INVESTMENT
mySAP CRM is a sound investment in your company’s
future, delivering a faster return on investment in several
important ways. First, it makes your company build stronger
relationships with customers, for higher sales and profits.
Second, it eliminates manual processes and streamlines your
entire supply chain, reducing overall customer service costs.
Third, unlike standalone CRM solutions, mySAP CRM
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arrives ready for immediate integration so system acquisition
costs are lower. And fourth, while other CRM solutions
operate from a separate database that must be continually
updated, mySAP CRM operates from the same core
customer information as your company’s other systems, so
your total cost of ownership is lower.
GIVE YOUR CUSTOMERS – AND YOUR COMPANY –
THE BEST
The choice of a customer relationship management solution
is a mission-critical decision that will affect your competitive
position for years to come. So choose the one CRM solution
that delivers full integration, industry-specific experience,
and a faster ROI – mySAP CRM.
For information, visit our Web site at www.sap.com/crm

COMPARE FEATURES AND ADVANTAGES,
AND YOU’LL CHOOSE mySAP CRM
FEATURE ADVANTAGE
Full integration with other mySAP.com
solutions and compatibility with
third-party solutions
Closed-loop interaction cycle
Operational CRM
Analytical CRM
Collaborative CRM
Portal-based access to
mySAP CRM
Industry-specific solutions
Internet product pricing
and configuration
Extensive mobile sales and service support
using the latest mobile technology
• Delivers a faster return on investment
• Increases internal efficiency and agility through seamless flow of information
• Drives value throughout your entire e-business network, including customers, suppliers, and partners
• Creates an uninterrupted flow of customer information, interactions, and transactions
• Helps you align your business processes with those of your customers
• Supports new levels of interaction with greater convenience through a variety of channels,
including phone, fax, e-mail, chat, and mobile devices
• Synchronizes customer interactions consistently across all channels
• Makes your company easier to do business with
• Extracts in-depth customer history, preferences, and profitability information from your data
warehouse and other sources of information
• Allows you to analyze, predict, and drive customer value and behaviour and to forecast demand
with unprecedented accuracy
• Lets you approach your customers with relevant information and offers that are tailored to their needs
• Enables easy collaboration with customers, suppliers, and partners
• Improves efficiency and integration throughout the supply chain and among your business web
• Allows greater responsiveness to customer needs through sourcing of products and services
outside of your enterprise
• Provides all users with the tools and information that fit their individual roles and preferences
• Empowers all employees to respond to customer demands more quickly and become truly
customer focused
• Patented Drag&Relate TM feature provides the capability to instantly access, link, and use all internal
and external customer information
• Provides proven best practices for your specific industry
• Facilitates e-selling
• Provides a high-quality, low-cost buying experience
• Extends the reach of your employees and allows them to provide customer service from anywhere,
at any time
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50 044 052 (02/04/01)
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