0 © 2016 SAP SE or an SAP affiliate company. All rights reserved. Innovations in SAP CRM Oliver Frick
0© 2016 SAP SE or an SAP affiliate company. All rights reserved.
Innovations in
SAP CRMOliver Frick
© 2016 SAP SE or an SAP affiliate company. All rights reserved. 1Internal
Legal Disclaimer
The information in this presentation is confidential and proprietary to SAP and may not be disclosed without the permission of SAP. This presentation is not subject to your license agreement or any other service or subscription agreement with SAP. SAP has no obligation to pursue any course of business outlined in this document or any related presentation, or to develop or release any functionality mentioned therein. This document, or any related presentation and SAP's strategy and possible future developments, products and or platforms directions and functionality are all subject to change and may be changed by SAP at any time for any reason without notice. The information in this document is not a commitment, promise or legal obligation to deliver any material, code or functionality. 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. This document is for informational purposes and may not be incorporated into a contract. SAP assumes no responsibility for errors or omissions in this document, except if such damages were caused by SAP´s willful misconduct or gross negligence.
All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differ materially from expectations. Readers are cautioned not to place undue reliance on these forward-looking statements, which speak only as of their dates, and they should not be relied upon in making purchasing decisions.
2© 2016 SAP SE or an SAP affiliate company. All rights reserved.
REFER
FRIENDS
POST
REVIEW
JOIN
GROUPS
TRACK
ORDER
RECEIVE
PACKAGE
MISSING
ITEM
SETUP
PHONE
BILLING
ISSUE
MAKE
PAYMENT
PHONE
DAMAGE
TERMINATE
SERVICE
NETWORK
ISSUE
CHANGE
ADDRESS
RECEIVE
OFFER
DISCOVER
NEED
RESEARCH
RECEIVE
OFFER
TRACK
ORDER
RESTART
SERVICE
SHOP &
BUY
SHOP &
BUY
RECEIVE
PACKAGE
MISSING
ITEM
POST
REVIEW
SETUP
PHONE
BILLING
ISSUE
MAKE
PAYMENT
PHONE
DAMAGE
TERMINATE
SERVICE
JOIN
GROUPS
NETWORK
ISSUE
CHANGE
ADDRESS
RESTART
SERVICE
RECEIVE
OFFER
REFER
FRIENDS
WEB
DIGITAL ADS
WORD OFMOUTH
SOCIAL
TV
RETAILSTORE
WEBSHOP
REVIEWS
SEARCHKW/ADS
CONTACTCENTER
WEBSHOP
SOCIAL
RETAILSTORE
WEBSHOP
CONTACTCENTER
CONTACTCENTER
RETAILSTORE
CONTACTCENTER
CONTACTCENTERSOCIAL
WORD OFMOUTH
SOCIAL
SUPPORTPORTAL
?
SUPPORTPORTAL
?
BRANDEDCOMMUNITY
?
AWARENESS
INTEREST
CONSIDERATION
ACTION
USE
ACTION
ADVOCACY
ADVOCACY
DECISION
USE
Customers choose their own adventure.
© 2016 SAP SE or an SAP affiliate company. All rights reserved. 3Internal
SAP Hybris FRONT OFFICE + SAP Back OFFICE
4© 2016 SAP SE or an SAP affiliate company. All rights reserved.
SIMPLIFY THE FRONT OFFICEOPTIMIZE YOUR BACK OFFICE
5© 2016 SAP SE or an SAP affiliate company. All rights reserved.
TRANSFORMING CUSTOMER ENGAGEMENT THROUGH A FLEXIBLE OMNI CHANNEL SYSTEMS OF ENGAGEMENT
DELIVERING EXPANSION VIA MICRO SERVICES
SAP HYBRISFRONT OFFICE
“SIMPLIFIED FRONT OFFICE, ENHANCED ENGAGEMENT”
6© 2016 SAP SE or an SAP affiliate company. All rights reserved.
FOCUSES ON DOING THE HEAVY LIFTING FOR PROCESSES THAT WON’T MAKE IT TO THE CLOUD
SUPPORTING COMPLEX BACK END PROCESSES
SAP CRMBACK OFFICE
“OPTIMIZE BACK OFFICE ARCHITECTURE AND INTEGRATION”
© 2016 SAP SE or an SAP affiliate company. All rights reserved. 7Internal
SAP Back Office
(Digital Core)
SHARED CORE SERVICES
SAP Hybris
Front Office
simplifies your
business’s processes
S/4HANA SAP ERP SAP CRM SAP BI
simplifies your
customer’s
processesService MarketingSalesCommerce
SAP Hybris FRONT OFFICE + SAP Back OFFICE
© 2016 SAP SE or an SAP affiliate company. All rights reserved. 8Internal
SAP CRM Product Strategy Help SAP CRM customers to transform to a new Front Office and optimize the Back Office
SAP CRM
SAP Hybris
Front Office+transform
evolveERP or
S/4HANADigital Core
ERP or
S/4HANADigital Core
SAP CRM 7.0 EhP4
NW 7.50 Fiori Apps …
HANAAnalytics
SAP CRM
Back Office
1
2
SAP ERP
© 2016 SAP SE or an SAP affiliate company. All rights reserved. 9Internal
SAP CRM Product Strategy Help SAP CRM customers to transform to a new Front Office and optimize the Back Office
evolveERP or
S/4HANADigital Core
SAP CRM 7.0 EhP4
NW 7.50 Fiori Apps …
HANAAnalytics
1
SAP CRM
SAP ERP
© 2016 SAP SE or an SAP affiliate company. All rights reserved. 10Internal
SAP CRM 7.0Stronger than ever
Most complete, flexible and reliable offer on the market
• Successfully established in the market, high number of productive systems,continuous high adoption
• Mainstream Maintenance until (at least) 2025 (longest commitment in the industry!)
Continuous innovation and customer driven improvements in core CRM
• Offering a Customer Connection Initiative every year (currently running cycle 6) for customer driven improvements of SAP CRM, with very high adoption and strong delivery
• Participation in all major SAP Business Suite related innovation activities: S/4HANA integration, CRM on HANA, SAP HANA Live for CRM, CRM Fiori, MDM Hub
• Targeted non-disruptive innovations specific to CRM:SAP CRM Desktop Connection, SAP Hybris Commerce integration
• Quarterly deliveries (via Support Packages, Add-Ons, Notes)
Continuously strengthening the SAP CRM industry focus
© 2016 SAP SE or an SAP affiliate company. All rights reserved. 11Internal
This is the current state of planning and may be changed by SAP at any time.
Today Future DirectionPlanned Innovations
(Release 7.0 EhP4)
SAP HANA• Performance improvement using SAP HANA
• Ad-hoc reporting and real time analytics with HANA Live for SAP CRM
SAP Fiori• Transactional application for the Sales role
• Analytical applications
Groupware Integration• Desktop Connection
SAP Hybris Integration• Integration into Hybris Marketing
Usability Improvements• Fiori visual harmonization with ”Blue Crystal”
skin
Continuous Innovations• Customer Connect Enhancement
SAP Fiori• Transactional application for Service: Simple
Ticketing
• Transactional application for Sales, offline capabilities
SAP Hybris Integration• Integration into Hybris Commerce for BP Master
Data, Order Management, Self Service Service, Ibase, …
S/4HANA• Full side-by-side interoperability
• Visual harmonization with S/4HANA
Continuous Innovations• Customer Connect Enhancements
S/4HANA• Further integration and
harmonization with S/4HANA
Continuous Innovations• Customer Connect Enhancements
SAP CRM 7.0Product road map overview - key themes and capabilities
© 2016 SAP SE or an SAP affiliate company. All rights reserved. 13Internal
SAP CRM powered by SAP HANA… innovation without disruption
SAP CRM Optimized for HANA– Optimized access to all core CRM Objects (1O, BP, iBase)
– Fast & flexible search capabilities, reliable response times throughout CRM
– Accelerators and HANA only features
Analytics
– High performance reporting in CRM – no BW or BOBJ tools required
– Self service for ad-hoc reporting – no IT involvement required
Landscape simplification
– Replace TREX for duplicate check, search, segmentation, …
– Shared platform with SAP Hybris Marketing
– Easy upgrade, On-Premise or Cloud
Multiple Data Sources
1010100101010010010100110101101101110100100010011
deep dive
© 2016 SAP SE or an SAP affiliate company. All rights reserved. 14Internal
SAP Hana Live Reporting in CRM WebUI… Real real time reporting Made Easy
CRM SAP HANA Live Reports enables CRM users to
define & deploy high performance embedded analytics
without need for additional tools, consultants or IT
support.
Easy consumption of reports in CRM WebUI
based on HANA VDMs
Easy extension of VDMs with SAP Hana Studio
Advanced Analysis in CRM WebUI - no need
for additional analytics clients
Insight-to-Action by direct linking to the
business object
2-Tier Architecture based on OData exposed
by SAP Hana XS-Engine
Key Benefits
Key Users: Self-service Analytics (without BI or BOBJ) and simplified extensibility of VDMs using SAP Hana Studio
Business Users: Powerful pre-defined reporting integrated in CRM Web UI
blog deep dive demo
© 2016 SAP SE or an SAP affiliate company. All rights reserved. 15Internal
Fiori CRM Apps for Sales Representatives
Target Group
Focus is the role of the Sales Representative selling high value
products and services
Scope (see help.sap.com)
Account* and Contacts
Leads and Opportunities
Tasks and Appointments
Notes and Collaboration
Sales Pipeline Simulation and Tracking
Operational Sales Analysis: Customer Reports** (generic CRM Hana
Live analytics client)
Key Benefits
New simplified user interface as alternative UI Technology to CRM
Web UI
One user interface across all business suite applications
Responsive Design: One User interface for all devices (e.g. Phone,
Tablet, Desktop)
Embedded Analytics by leveraging SAP Hana Live Content (i.e. Virtual
Data Models)
System Requirements
• SAP CRM EHP3 SP05, CRM 7.0, EHP1, EHP2 on anyDB or Hana
• SAP Hana Live Q3/14 for Fiori Reports
deep dive browse
www.sapfioritrial.com
© 2016 SAP SE or an SAP affiliate company. All rights reserved. 16Internal
CRM Fiori App “My Tickets”
Target Group
Cover all tasks of the Service Requester in one CRM Fiori app
Scope
Create any type of service request (e.g. Finance-, IT-, HR requests) for
yourself or someone else
View service requests created by you and on your behalf
Search for tickets based on name or ID
Edit your service requests (e.g. add notes, change priority, edit
description, add and remove attachments)
Accept or reject solution and submit your notes
Deal with your tickets on any device (desktop and mobile)
Key Benefits
Quickly have personal “My Tickets” apps in your landscape, one app per
transaction type
Apply complete backend functionality via SAP Notes
System Requirements
• SAP CRM 7.0 EHP3 (SP12), or higher on SAP HANA or any other
database
© 2016 SAP SE or an SAP affiliate company. All rights reserved. 17Internal
New CRM Desktop ConnectionCRM Data and Processes in MS Outlook and Lotus Notes
• Keeps CRM data in sync between Microsoft
Outlook and SAP CRM
• Accounts
• Contacts
• Appointments
• Personal tasks
• E-mails
• Leads
• Opportunities
• Online and offline access to key SAP CRM
data
• Offers familiar user interface
• Add-in for Microsoft Outlook and Lotus
Notes
deep dive
© 2016 SAP SE or an SAP affiliate company. All rights reserved. 18Internal
SAP CRM Compatibility with S/4HANABest practices for SAP CRM Customers
Existing SAP CRM 7 customers that adopt S/4HANA today can
1. Continue with their side-by-side operation of their existing CRM system• SAP CRM 7 (EhP3 and EhP4) is compatible with S/4HANA (see note 2324473)
• Consider visual harmonization with “Fiori” (blue crystal) skin for CRM WebUI
2. Consider upgrade to CRM on HANA• Leverage HANA optimizations in CRM (performance optimizations, ad-hoc reporting, …)
• One database technology for the digital core
3. Consider upgrade to SAP Hybris Marketing• Simplified data model, optimized for HANA, new HTML5 UI
• Leverage CRM on HANA as platform for SAP Hybris Marketing (share customer data on HANA level)
• Multiple process integrations with CRM 7, incremental adoption possible (scenario by scenario)
© 2016 SAP SE or an SAP affiliate company. All rights reserved. 19Internal
Visual Harmonization New Blue Crystal (“Fiori 1.0”) skin for CRM WebUI
© 2016 SAP SE or an SAP affiliate company. All rights reserved. 20Internal
SAP CRM Product Strategy Help SAP CRM customers to transform to a new Front Office and optimize the Back Office
SAP Hybris
Front Office+transform
evolveERP or
S/4HANADigital Core
ERP or
S/4HANADigital Core
SAP CRM 7.0 EhP4
NW 7.50 Fiori Apps …
HANAAnalytics
SAP CRM
Back Office
1
2
SAP CRM
SAP ERP
© 2016 SAP SE or an SAP affiliate company. All rights reserved. 21Internal
Customer Engagement and CommerceRoadmap direction
Drive Transformation & Deliver Innovation Within and Beyond Current Products
Continuously Deliver Integration
Between Current Products
© 2016 SAP SE or an SAP affiliate company. All rights reserved. 22Internal
SAP Hybris Cloud for Customer Integration with SAP CRMWhy Customers choose an integration between CRM & Cloud for Customer
1. Looking for a company-wide solution for all Sales and Service organizations (including all
subsidiaries and sales offices)
2. Run sales offices or subsidiaries through Cloud solutions with shared master data, e.g. with
consolidated forecasting and reporting possibilities, territory management, …
3. Need SAP CRM on-premise capabilities, however, prefer the SAP Hybris Cloud for Customer
user experience, mobility (online + offline) and built-in analytics (CRM for back office & C4C
for front office)
4. New division up and running quickly
5. Extend existing SAP CRM to new users
6. Replacing existing competitor’s cloud SFA solution with SAP Hybris Cloud for Customer and
having SAP CRM on-premise implemented for central corporate scenarios
© 2016 SAP SE or an SAP affiliate company. All rights reserved. 24Internal
SAP CRM
Accounts
Business
Partner
Product
Product
Account
Hierarchy
Account
Hierarchy (BP
Relationships)
Product
Category
Product
Category
Sales Org
Hierarchy
Sales Org
Hierarchy
Marketing
Attributes
Marketing
Attributes
Social Media
Profiles
Social Media
Profiles
Territories
Territories
Business
Configuration
Business
Configuration
Employees
Employees
SAP Hybris Cloud for Customer
SAP Hybris Cloud for Customer Integration with SAP CRMMaster Data View
© 2016 SAP SE or an SAP affiliate company. All rights reserved. 25Internal
SAP Hybris Cloud for Customer Integration with SAP CRMTransaction Scenario View
SAP Hybris Cloud for Customer
Promotion
Promotion
Activities
Activity
Lead
Lead Pricing
Sales
Order
Delivery
Customer
Invoice
Sales Quote
Opportunity
Opportunity
Ticket
Ticket
SAP CRM
Campaign
Header
Campaign
Sales
Order
Management
Service
Management
Product Packages
Interaction
Center
CRM
CUSTOMER SERVICE INTEGRATION
BASIC COMMERCE PROCESSES
Master Data
Order Management
SELF SERVICE
• Service Contracts
• Ibase
• Product Registration
• Warranty
• Repairs
BUNDLE PROCESSING
SAP HYBRIS COMMERCE INTEGRATION WITH SAP CRM deep dive
© 2016 SAP SE or an SAP affiliate company. All rights reserved. 27Internal
SAP Hybris Commerce Integration with SAP CRMExample: Service requests with integration to SAP CRM Interaction Center
Internal
Process Request
Request help
Update Ticket Notify Customer
Service Request
Service Ticket Check Answer Confirm Ticket
Service Ticket
Service Request
SAP CRM
© 2016 SAP SE or an SAP affiliate company. All rights reserved. 28Internal
SAP hybris Marketing Integration with SAP CRMExample: CRM Campaigns with Target Groups from hybris Marketing
Execute Campaign
in CRM
Assign Target Group to CRM
Campaign
Define Target AudienceSet Up Campaign
in CRM
Integration Scenarios
Creation of CRM Tasks, Leads and Opportunities
Creation of CRM target groups
Creation of Marketing Prospects in CRM (for new contacts in yMKT)
Import CRM Marketing Permissions
Link yMKT Campaigns and CRM Campaigns
Creation of CRM Call List and Call Activities
yMKT Consumer Fact Sheet in CRM Interaction Center Agent views
Integration Approach
1. Share mass data through co-deployment on one HANA DB
2. Data creation in CRM through standard APIs
3. yMKT UIs in CRM WebUI screens through application launcher
4. Incremental migration from CRM to yMKT processes, both
marketing processes can co-exist
deep dive demo
© 2016 SAP SE or an SAP affiliate company. All rights reserved. 30Internal
SAP CRM Product Strategy Help SAP CRM customers to transform to a new Front Office and optimize the Back Office
SAP Hybris
Front Office+transform
evolveERP or
S/4HANADigital Core
ERP or
S/4HANADigital Core
SAP CRM 7.0 EhP4
NW 7.50 Fiori Apps …
HANAAnalytics
SAP CRM
Back Office
1
2
SAP CRM
SAP ERP
© 2016 SAP SE or an SAP affiliate company. All rights reserved.
Thank you
Contact information:
Dr. Oliver FrickProduct Management SAP CRMCustomer Engagement & [email protected]
32© 2016 SAP SE or an SAP affiliate company. All rights reserved.
Appendix & Details
© 2016 SAP SE or an SAP affiliate company. All rights reserved.
SAP CRM Customer Connection
© 2016 SAP SE or an SAP affiliate company. All rights reserved. 34Internal
Customer Connection CRM 2016 project timeline
Collection of Improvement
Requests
Selection of
improvement requests
for implementation
Improvements’ development
(delivery as notes/SP)
Productive use in
customers‘ systems
Collect Select Develop Use
Kick-Off Final Call Selection Call Delivery CallDecision Meeting
Provide feedback
on productive use
Provide feedback in
development & support testing
Detailed analysis
and decision on
implementation
Development and
delivery of notes and
support packages
Continuous improvement of
the Customer Connection
process
Follows, moderates and
comments on
improvement request
Submit improvement requests,
subscribe for
IR prioritization
SAP Customers
August 2015 October 2015 ~ Beg. January 2016 ~ Q3 2016
open project workspace close project workspace
Beg Dec. 2015
Customers
Speaker’s Corner Sessions
© 2016 SAP SE or an SAP affiliate company. All rights reserved. 35Internal
Customer Connection 2016 program: influence.sap.com/CRM2016
© 2016 SAP SE or an SAP affiliate company. All rights reserved. 36Internal
0
1000
2000
3000
4000
5000
6000
7000
8000
9000
Do
wn
loa
ds o
f d
eli
ve
red
Im
rpo
ve
me
nts
30.10.14
07.01.15
31.03.15
30.04.15
30.05.15
30.06.15
30.07.15
31.08.15
31.10.15
30.11.15
31.12.15
29.02.16
31.03.16
30.04.16
31.05.16
CRM Cycle 1 2423 2734 2828 2843 2894 2905 2948 3002 3158 3416 3487 3687 3787 3812 3820
CRM Cycle 2 987 1019 1035 1043 1051 1062 1069 1100 1162 1264 1295 1363 1407 1412 1415
CRM Cycle 3 1746 2113 2288 2340 2530 2651 2747 3116 3571 4004 4274 4654 4967 5124 5250
CRM Web UI 958 1460 1947 2105 2262 3448 3962 4334 5376 6073 6513 7186 7446 7746 7941
CRM2015 0 0 90 225 503 738 936 2280 3719 4636 5258 6225 6616 6978 7222
CRM2016 0 0 0 0 0 0 0 0 129 187 234 360 977 1021 1087
CRM4Utilities2015 0 0 0 0 0 0 0 0 0 0 437 671 789 849 893
Customer Connection Strong customer Adoption
In total 27.628 Improvement Note downloads by 3.267 unique customers
© 2016 SAP SE or an SAP affiliate company. All rights reserved. 37Internal
Customer Connection Selected CRM Service topics of CRM Customer Connection 2015
ID Description availability
D6881 CRM Service: make available “reason for status” to service request CRM 7.0
Note 2110959
D7375 Service Request Management: Enhance Checklist Step Partner Determination EHP1 / EHP3
D6812 Add Partner Functions of Service Requests as Subscribers to Notification
Framework
EHP2
D6884 Update multiple iObjects by editing common values only one time EHP1
D1391 Prevent a Service Order from mismatch between Ship-To and iObject EHP3
D7358 Service Configurator - validation of radio buttons (AET fields) EHP1
D6888 Create Service Contracts & Quotes from iBase Search Results EHP3
D6890 Determine Contract Pricing and Discounts, based on iBase location C-Note on EHP2
D6891 Copying custom fields from Quotation to Contract EHP2
D7339 Unique/direct link (URL) to create a Service Order or display the search result of a
Saved Search
EHP1
details
© 2016 SAP SE or an SAP affiliate company. All rights reserved. 38Internal
Improvement Finder
Find delivered improvements easily by using www.sapimprovementfinder.com
Details on released functionality in SDN:
• CRM2014 Customer Connection
deliverables
• CRM 2015 Customer Connection
deliverables
© 2016 SAP SE or an SAP affiliate company. All rights reserved. 39Internal
SAP CRM 7.0STRONGER than ever
The Forrester Wave™: CRM Suites For Large
Organizations, Q1 2015:
“Salesforce, SAP, Oracle, And Microsoft Lead A
Mature Field Of Vendors”
SAP CRM 7.0 was recognized for:
• A well-rounded CRM supporting the end-to-
end customer engagement experience
• Large and broad set of industry-specific
functionality
• Very strong reporting and analytics tools
• Strong marketing automation, customer
service, and field service capabilities
• A platform and architecture that is suitable for
global deployment
• Very strong application ownership experience
and global strategy
Link to in-depth report
© 2016 SAP SE or an SAP affiliate company. All rights reserved. 40Internal
SAP CRM 7.0STRONGER than ever – Net new Names 2006-2015
Number of Customers with SAP CRM licenses
SAP CRM yoy growth 2016:+3,5 % customers+5.5 % productive systems
Source: SAP BW Report
© 2016 SAP SE or an SAP affiliate company. All rights reserved. 41Internal
© 2016 SAP SE or an SAP affiliate company. 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 SE or an SAP affiliate company.
SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP SE (or an SAP affiliate company) in Germany and other countries. Please see http://global12.sap.com/corporate-en/legal/copyright/index.epx for additional trademark information and notices.
Some software products marketed by SAP SE and its distributors contain proprietary software components of other software vendors.
National product specifications may vary.
These materials are provided by SAP SE or an SAP affiliate company for informational purposes only, without representation or warranty of any kind, and SAP SE or its affiliated companies shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP SE or SAP affiliate company products and services are those that are set forth in the express warranty statements accompanying such products and services, if any. Nothing herein should be construed as constituting an additional warranty.
In particular, SAP SE or its affiliated companies have no obligation to pursue any course of business outlined in this document or any related presentation, or to develop or release any functionality mentioned therein. This document, or any related presentation, and SAP SE’s or its affiliated companies’ strategy and possible future developments, products, and/or platform directions and functionality are all subject to change and may be changed by SAP SE or its affiliated companies at any time for any reason without notice. The information in this document is not a commitment, promise, or legal obligation to deliver any material, code, or functionality. All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differ materially from expectations. Readers are cautioned not to place undue reliance on these forward-looking statements, which speak only as of their dates, and they should not be relied upon in making purchasing decisions.