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SAP Best Practices para CRM Novedades. © 2011 SAP AG. Reservados todos los derechos. 2 Escenarios empresariales preconfigurados SAP Best Practices para.

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Presentación del tema: "SAP Best Practices para CRM Novedades. © 2011 SAP AG. Reservados todos los derechos. 2 Escenarios empresariales preconfigurados SAP Best Practices para."— Transcripción de la presentación:

1 SAP Best Practices para CRM Novedades

2 © 2011 SAP AG. Reservados todos los derechos. 2 Escenarios empresariales preconfigurados SAP Best Practices para Customer Relationship Management incluye escenarios empresariales preconfigurados para las siguiente áreas: Marketing Ventas Servicio Análisis

3 © 2011 SAP AG. Reservados todos los derechos. 3 Resumen de escenarios por área Marketing C39: Gestión de campañas sin obstáculos C30: Gestión de lead C81: Marketing de Interaction Center Ventas C65: Gestión de actividades C66: Gestión de cuentas y contactos C63: Gestión de oportunidades C64: Gestión integrada de ofertas y pedidos ERP C67: Pipeline Performance Management C79: Gestión de áreas C82: Ventas de Interaction Center (con pedido de cliente de ERP) Nuevo Reducido

4 © 2011 SAP AG. Reservados todos los derechos. 4 Resumen de escenarios por área Servicio C69: Gestión de órdenes de servicio C68: Gestión de órdenes de servicio (independiente) C38: Gestión de reclamaciones y devoluciones C80: Gestión de órdenes de servicio de Interaction Center C83: Gestión de solicitudes de servicio de Interaction Center C75: e-Service: Soporte de solución C76: e-Service: Gestión de solicitudes de prestación de servicios C77: e-Service: Gestión de reclamaciones y devoluciones Análisis CR1: Análisis de BW CR2: Reporting interactivo de CRM Nuevo Eliminado

5 © 2011 SAP AG. Reservados todos los derechos. 5 Nuevos escenarios: Funciones principales C64: Gestión integrada de ofertas y pedidos ERP Tratamiento de ofertas y pedidos ERP en en la IU de WebClient de CRM C83: Gestión de solicitudes de prestación de servicios de IC Gestión de correos electrónicos (recepción y respuesta) Tratamiento de llamadas telefónicas entrantes (sin CTI) Creación de registros de actividades de contacto y solicitudes de servicio Búsqueda de problemas y soluciones mediante artículos de conocimiento Plantillas de documentos

6 © 2011 SAP AG. Reservados todos los derechos. 6 Escenarios modificados: Funciones reducidas C65: Gestión de actividades sin integración de groupware

7 © 2011 SAP AG. Reservados todos los derechos. 7 Nuevo contenido de implementación: Building Blocks CRM Product Proposals(C2A) Motivos de rechazo Definición y asignación de esquemas de métodos Filtros de Transacción para pedidos anteriores Definición de visualización de pedidos anteriores CRM Integrated ERP Order and Quotation Management(C34) Ofertas y pedidos ERP en en la IU de WebClient de CRM Pedidos de clientes de ERP con funcionalidad ERP completa mediante integración de SAP GUI de IU de WebClient de CRM

8 © 2011 SAP AG. Reservados todos los derechos. 8 Nuevo contenido de implementación: Building Blocks CRM IC - Service Request Management (C35) Tratamiento de solicitudes de prestación de servicios de IC en IU de WebClient de IC Plantillas de comunicación Categorización de varios niveles Enrutamiento de correo electrónico Bandeja de entrada del agente CRM IC - Knowledge Articles (C29) Búsqueda de conocimientos Artículos de conocimiento

9 © 2011 SAP AG. Reservados todos los derechos. 9 Contenido modificado de implementación: Building Blocks CRM WebClient UI (C04) Dividido en los siguientes Building Blocks: - CRM WebClient UI - Basic Settings (C04) - CRM WebClient UI for Marketing (C05) - CRM WebClient UI for Sales (C07) - CRM WebClient UI for Service (C08) - CRM WebClient UI for Interaction Center (C4H) CRM Organizational Model (C01) Dividido en los siguientes Building Blocks : - CRM Org. Model - Basic Settings (C01) - CRM Org. Model for Marketing (C14) - CRM Org. Model for Sales (C15) - CRM Org. Model for Service (C16) - CRM Org. Model for IC Sales (C17) - CRM Org. Model for IC Service (C18)

10 © 2011 SAP AG. Reservados todos los derechos. 10 Contenido modificado de implementación: Building Blocks CRM Marketing Master Data (C11) Remplazado por los siguientes Building Blocks: - CRM Marketing Attributes (C1A) - CRM Target Groups (C1B) CRM Service Master Data (C13) Remplazado por los siguientes Building Blocks: - CRM Installed Base (C3A) - CRM Service Products (C3B) - CRM Warranty (C3E) - CRM Qualifications (C3F) - CRM EI – SAF (C3G) - CRM EI – Solution Database (C3L)

11 © 2011 SAP AG. Reservados todos los derechos. 11 Contenido modificado de implementación: Building Blocks CRM Lean Campaign Management (C22) Dividido en los siguientes Building Blocks: - CRM Lean Campaign Management (C22) - CRM Marketing Calendar (C1C) - CRM External List Management (C1D) CRM Service (C26) Remplazado por los siguientes Building Blocks: - CRM Service Process (C3H) - CRM Service Contract (C3J) - CRM Service Document Printout (C3K) - CRM Service Billing ERP (C3M) - CRM Service Billing CRM (C3N) - CRM Service Resource Planning (C3O)

12 © 2011 SAP AG. Reservados todos los derechos. 12 Contenido modificado de implementación: Building Blocks CRM Interaction Center (C78) Remplazado por los siguientes Building Blocks: - CRM IC – Basic Settings (C4A) - CRM IC – Settings (C4B) - CRM IC – Marketing (C4C) - CRM IC – Sales (C4D) - CRM IC – Service (C4E) - CRM IC – Service Order (C4F) - CRM IC – Interactive Scripting (C4G)

13 © 2011 SAP AG. All rights reserved. No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG. The information contained herein may be changed without prior notice. Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors. Microsoft, Windows, Excel, Outlook, and PowerPoint are registered trademarks of Microsoft Corporation. IBM, DB2, DB2 Universal Database, System i, System i5, System p, System p5, System x, System z, System z10, System z9, z10, z9, iSeries, pSeries, xSeries, zSeries, eServer, z/VM, z/OS, i5/OS, S/390, OS/390, OS/400, AS/400, S/390 Parallel Enterprise Server, PowerVM, Power Architecture, POWER6+, POWER6, POWER5+, POWER5, POWER, OpenPower, PowerPC, BatchPipes, BladeCenter, System Storage, GPFS, HACMP, RETAIN, DB2 Connect, RACF, Redbooks, OS/2, Parallel Sysplex, MVS/ESA, AIX, Intelligent Miner, WebSphere, Netfinity, Tivoli and Informix are trademarks or registered trademarks of IBM Corporation. Linux is the registered trademark of Linus Torvalds in the U.S. and other countries. Adobe, the Adobe logo, Acrobat, PostScript, and Reader are either trademarks or registered trademarks of Adobe Systems Incorporated in the United States and/or other countries. Oracle is a registered trademark of Oracle Corporation. UNIX, X/Open, OSF/1, and Motif are registered trademarks of the Open Group. Citrix, ICA, Program Neighborhood, MetaFrame, WinFrame, VideoFrame, and MultiWin are trademarks or registered trademarks of Citrix Systems, Inc. HTML, XML, XHTML and W3C are trademarks or registered trademarks of W3C®, World Wide Web Consortium, Massachusetts Institute of Technology. Java is a registered trademark of Sun Microsystems, Inc. JavaScript is a registered trademark of Sun Microsystems, Inc., used under license for technology invented and implemented by Netscape. SAP, R/3, SAP NetWeaver, Duet, PartnerEdge, ByDesign, Clear Enterprise, SAP BusinessObjects Explorer, and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany and other countries. Business Objects and the Business Objects logo, BusinessObjects, Crystal Reports, Crystal Decisions, Web Intelligence, Xcelsius, and other Business Objects products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP France in the United States and in other countries. All other product and service names mentioned are the trademarks of their respective companies. Data contained in this document serves informational purposes only. National product specifications may vary. The information in this document is proprietary to SAP. No part of this document may be reproduced, copied, or transmitted in any form or for any purpose without the express prior written permission of SAP AG. This document is a preliminary version and not subject to your license agreement or any other agreement with SAP. This document contains only intended strategies, developments, and functionalities of the SAP® product and is not intended to be binding upon SAP to any particular course of business, product strategy, and/or development. Please note that this document is subject to change and may be changed by SAP at any time without notice. SAP assumes no responsibility for errors or omissions in this document. SAP does not warrant the accuracy or completeness of the information, text, graphics, links, or other items contained within this material. This document is provided without a warranty of any kind, either express or implied, including but not limited to the implied warranties of merchantability, fitness for a particular purpose, or non-infringement. SAP shall have no liability for damages of any kind including without limitation direct, special, indirect, or consequential damages that may result from the use of these materials. This limitation shall not apply in cases of intent or gross negligence. The statutory liability for personal injury and defective products is not affected. SAP has no control over the information that you may access through the use of hot links contained in these materials and does not endorse your use of third-party Web pages nor provide any warranty whatsoever relating to third-party Web pages.


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