May 21, 2018
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The information in this presentation is confidential and proprietary to SAP and may not be disclosed withoutthe permission of SAP. This presentation is not subject to your license agreement or any other service orsubscription agreement with SAP. SAP has no obligation to pursue any course of business outlined in thisdocument or any related presentation, or to develop or release any functionality mentioned therein. Thisdocument, or any related presentation and SAP's strategy and possible future developments, products and orplatforms directions and functionality are all subject to change and may be changed by SAP at any time forany reason without notice. The information in this document is not a commitment, promise or legal obligation todeliver any material, code or functionality. This document is provided without a warranty of any kind, eitherexpress or implied, including but not limited to, the implied warranties of merchantability, fitness for a particularpurpose, or non-infringement. This document is for informational purposes and may not be incorporated into acontract. SAP assumes no responsibility for errors or omissions in this document, except if such damageswere 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 todiffer 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 makingpurchasing decisions.
Legal Disclaimer
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SAP Digital Business Framework
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A Brief History of Customer Experience Integration1980 – R/2: Fully integrated RV
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A Brief History of Customer Experience Integration1990 – R/3: Fully integrated SD
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A Brief History of Customer Experience Integration2000 – Business Suite with separate CRM
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A Brief History of Customer Experience Integration2000 – Business Suite with separate CRM
SAP CRM• Opportunity• Activity• Lead• Campaign• Request• Territory• Interaction
• Business Partner• Quote• Pricing• Order (Sales & Service)• Contract• Billing• Product• Ibase …
SAP ERP• Customer / Vendor• Quote• Pricing• Sales Order• Contracts• Billing• Material
• Equipment• Functional Location• Warranty• Maintenance• Ledger• ...
Separation was back office loaded, resulting in:1. Many duplicate functionalities2. Fine granular, complex integration and replication
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A Brief History of Customer Experience IntegrationToday – Customers choose they own journey
REFERFRIENDS
POSTREVIEW
JOINGROUPS
TRACKORDER
RECEIVEPACKAGE
MISSINGITEM
SETUPPHONE
BILLINGISSUE
MAKEPAYMENT
PHONEDAMAGE
TERMINATESERVICE
NETWORKISSUE
CHANGEADDRESS
RECEIVEOFFER
DISCOVERNEED
RESEARCH
RECEIVEOFFER
TRACKORDER
RESTARTSERVICE
SHOP &BUY
SHOP &BUY
RECEIVEPACKAGE
MISSINGITEM
POSTREVIEW
SETUPPHONE
BILLINGISSUE
MAKEPAYMENT
PHONEDAMAGE
TERMINATESERVICE
JOINGROUPS
NETWORKISSUE
CHANGEADDRESS
RESTARTSERVICE
RECEIVEOFFER
REFERFRIENDS
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
?
INTEREST
CONSIDERATION
ACTION
USE
ACTION
ADVOCACY
ADVOCACY
DECISION
USE
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SAP Digital Business Framework
front office
back office
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Optimize Your Back Office, Simplify Your Front Office
Today
BACK
OFF
ICE
UN
IFIE
DFR
ONT
OFF
ICE
Front Office Suite
Digital Core
Future
UN
IFIE
DBA
CKO
FFIC
ESAP S/4HANA CRM
Digital Core
Commerce CloudMarketing CloudSales Cloud Service Cloud
Revenue Cloud UN
IFIE
DFR
ONT
OFF
ICE
Front Office Suite
Commerce CloudMarketing CloudSales Cloud Service Cloud
Revenue Cloud
UN
IFIE
DFR
ONT
OFF
ICE
option
UN
IFIE
DFR
ONT
OFF
ICE
HANA HANA
* final name tbc
FOCUSES ON THE HEAVY LIFTINGCUSTOMER PROCESSES
SUPPORTING COMPREHENSIVECORE PROCESSES
CENTRAL CUSTOMER DATABASE
SIMPLIFY YOUR FRONT OFFICE
DELIVER GREAT CUSTOMER EXPERIENCES
TRANSFORM AND BE AGILE
SAP CRM
Any DB
Product Direction
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SAP S/4HANA CRM… A simplified SAP CRM Stack in S/4HANA On premise
Goal: Provide rich CRM functionality in S/4HANA with superior integration and low TCO1. Simplified on premise landscape & operations compared to side-by-side operation2. HANA and UI innovations3. Allow migration and on premise landscape consolidation for existing SAP CRM installations
HANASAP HANA Database
S/4HANADB Schema
NW System
S/4HANA
CRM
CRMtables
Simplification roadmap for the SAP CRM stack in S/4HANA:1. Eliminate middleware for simplified scenarios
Harmonize data models between CRM and S/4HANA2. Eliminate functional redundancies
Leverage S/4HANA and Hybris capabilities wherever appropriate:order management, pricing & configuration in S/4HANA; marketing & commerce in Hybris
3. Eliminate Java stack and TREX4. Fiori 2.0 visual harmonization with S/4HANA
Product Direction
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Road Ahead for SAP CRM Installed BaseHelp SAP CRM customers to transform to a new Front Office and consolidate with S/4HANA
SAP HybrisFront Office+
S/4HANADigital Core
CRMCore + SAP Hybris
Front Officeconsolidate
transform
evolve
TODAY
2018ONWARDS(Roadmap)
ERP orS/4HANADigital Core
ERP orS/4HANADigital Core
Unified Back Office
SAP CRM 7.0 EhP4NW 7.50 Fiori Apps …
HANAAnalytics
SAP CRMBack OfficeSAP CRM
SAP ERP
Product Direction
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S/4HANA CRM Simplification Roadmap OverviewData Harmonization and Elimination of Functional Redundancies
1. “Best of both worlds”: identify functional redundancies and select most suitable entity / process / engine2. Harmonize object models between CRM and S/4HANAà objects share a common database representation, and thus
require no middleware
CRMS/4HANABusiness Partner
Material
Equipment
Functional Location
Material BOM
Maintenance Plan
Warranty
CRMS/4HANAService & Solution Quote
Service Contract
Service Order
Service Request
Service Confirmation
Interaction Center
CRMS/4HANALead
Opportunity
Activity
Sales Performance
Territory
Call List
Loyalty
CRMS/4HANAOrg Model
Sales Quote
Sales Contract
Sales Order
Configuration
Pricing
BillingDispatching (MRS)
Service Management Sales & Order Management
Product Direction
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SAP Fiori: the user experience of SAP S/4HANA
SINGLE ENTRY POINT
Domain specific infos and actions
Enter details and explore in depth
The SAP Fiori launchpad will be the singleentry point to access all apps
Users will quickly get an overview of what needstheir attention with Overview Pages, List Reportsand Work Lists,and trigger quick actions or drill down to the nextlevel of detail
Key and differentiating use cases will be re-imagined with the SAP Fiori user experience.All classic applications will have the SAP Fiorivisual theme.
ONE LOOK:SAP Fiori themefor all applications
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S/4HANA CRM: UI Harmonization Strategy
Selected freestyle SAP Fiori apps
SAP Fiori apps for overview pages, worklists, object pages for simplified scenarios(Fiori elements enablement ofCDS views)
CRM WebUI with SAP Fiori 2.0visual theme for full scope(default UI)
Single entry point: SAP Fiori launchpad
Product Direction
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UI HarmonizationBelize Theme for CRM WebUI - Design Direction
Product Direction
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UI HarmonizationBelize Theme for CRM WebUI - Object Page
• Consistent toolbars with right aligned actions
• Anchor bar for better content structure and fasternavigation through the working area
• More white space for better structure
• Floating footer for faster access to closing actions
Product Direction
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UI HarmonizationBelize Theme for CRM WebUI - List Report
20
• Navigation bar collapsed by default toallow more working space
• Consistent toolbars with right alignedactions
• Better visibility of search results reachedby white background and FIORI Table
Product Direction
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* Feature highlights for SAP S/4HANA 1610 FPS1 (Feature Pack Stack) - See Feature Scope Description of SAP S/4HANA 1610 FPS1 for full scope.
1610 FPS1 – Recent innovations* 2018 – Product direction**2017 – Planned innovations** 2019 – Product vision**
** This is the current state of planning and may be changed by SAP at any time without notice.
Sales Order Processingü Enhancements to SAP Fiori apps for billing
clerks in SAP S/4HANAü Enhancements to SAP Fiori apps for internal
sales representatives in SAP S/4HANAü SAP Fiori apps for order-to-cash process
managers in SAP S/4HANA
Service Core based on CRM Add-onü Service Request & Order, Confirmationü Interaction Centerü Pricing & Billingü Service Contractü Functional location and Equipment, Warranty
Sales Core based on CRM Add-on:ü Lead & Opportunity Managementü Activity, Tasks, Territoryü Call listsü Integration to S/4HANA Order Management
Improved integration capabilitiesü Provisioning a comprehensive set of services
(whitelisted remote APIs) for the integration ofexternal third-party products and for customerdevelopments for sales and billing purposes
Sales Order Processingü Enablement of export control in SAP S/4HANA
Sales with international tradeü Enablement of embedded transportation
management in SAP S/4HANA Salesü Reduced downtimes in sales for the transition
from SAP ERP (running on premise) toSAP S/4HANA (running on premise)
ü Sales billing and invoicing in SAP S/4HANA:new and enhanced SAP Fiori apps
ü Sales order processing in SAP S/4HANA:new and enhanced SAP Fiori apps
ü Accelerated returns processing in SAPS/4HANA: new SAP Fiori apps for customerreturns and orders without charge
Sales and Service Core based on CRM Add-on:ü Complaint and in-house repairü Warranty Claim Managementü Service Contract and planned Serviceü Order and contract templatesü Basic Field Serviceü Loyalty Managementü Migration tools for SAP CRM installed base
Responding to technology trendsü Machine learning and natural language
processing to support the sales and billingdepartment for a higher level of automatedprocesses and smarter analytics– Order capture with machine learning
becomes more reliable as erroneoussituations can be predicted. In a best-casescenario, obvious errors can be correctedon the fly, and fields can be prepopulatedintelligently.
– Natural language processing enables usersto conduct simple actions in sales andbilling with voice commands. A voiceassistant can answer simple questions inthe context of work.
SAP S/4HANA RoadmapLoB: Sales; LoB: Service
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SAP S/4HANA CRM Delivery PlanSynchronized with S/4HANA On Premise Shipments
tS/4HANA OP 1709 FPS1 S/4HANA OP 18xx S/4HANA OP 19xx
2017 2018 2019
Service Core• Business Partner• Material (Product)• Functional Loc. (iBase)• Service Order, Request,
Confirmation• Pricing• Interaction Center
Industry frontrunners:• Shared Services• Utilities
Sales Core• Lead, Call lists• Opportunity Management• Tasks, Visit, Territory• Integration to S/4HANA Order
Management
Scope Roundup(Support CRM installed base migration)• Service Core roundup• Sales Core roundup• Loyalty Management
RTC RTC RTC
Product Direction
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Road Ahead for SAP CRM Installed BaseHelp SAP CRM customers to transform to a new Front Office and consolidate with S/4HANA
SAP HybrisFront Office+
S/4HANADigital Core
CRMCore + SAP Hybris
Front Officeconsolidate
transform
evolve
TODAY
2018ONWARDS(Roadmap)
ERP orS/4HANADigital Core
ERP orS/4HANADigital Core
Unified Back Office
SAP CRM 7.0 EhP4NW 7.50 Fiori Apps …
HANAAnalytics
SAP CRMBack OfficeSAP CRM
SAP ERP
Product Direction
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S/4HANA CRM and Hybris Cloud for Customer (C4C) arecomplementing products
SAP offers two great leading CRM products with different characteristics for different customer requirements:
Together they win the hearts and minds of IT and LoB
S/4HANA CRM Hybris Sales Cloud / Hybris Service Cloud
§ Integration centric transactional CRM: strongintegration in S/4HANA data, processes and UI
§ On premise deployment with lowest TCO forS/4HANA customers
§ Feature rich (industry leader) and flexible to cover allcustomer requirements
§ Golden record: MDM style§ Buying center: ITà Commodity CRM with low TCO
§ People centric CRM: influencer map, guidedselling, machine learning, …
§ Smooth UI, responsive, offline, voice
§ Simple and flexible cloud deployment
§ Golden record: Customer engagement style
§ Buying center: LoB
à “Beyond SFA”
Product Direction
Thank you.Contact information:
Dr. Oliver FrickProduct Owner S/4HANA CRMCustomer Engagement & CommerceSAP SE
APPENDIX & DETAILS
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Simplifications: Service ProcessesElimination of redundant entities
SAP HybrisS/4HANA CRM Add-on
Business PartnerCust./ Vendor
ProductMaterial
MasterData
Equipment
BOMMaterial BOM
Maintenance PlanMaintenance Plan
Functional Location
iObject
iBase
WarrantyWarranty
Knowledge Management
CustomerSupport
Interaction Center (CIC0) Interaction Center
Product Direction
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Simplifications: Service ProcessesElimination of redundant entities
SAP HybrisS/4HANA CRM Add-on
Service Notification Service Request
Service Quote Service & Solution Quote
Service Contract Service ContractServiceProcesses
Service Order Service Order
PricingPricing
ConfigurationConfiguration
BillingBilling
Service Order Conf. Service Confirmation
DispatchingDispatching (MRS)
Service Manager (Mobile)
Product Direction
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Simplifications: Sales & Marketing ProcessesElimination of redundant entities
S/4HANA CRM Add-on
Business PartnerCust./ Vendor
CRM Sales QuoteSD Sales Quote
CRM Sales ContractSD Sales Contract
IPC PricingSD Pricing
CRM ProductMaterial
MasterData
Order
IPC ConfigurationConfiguration
CRM Sales OrderSD Sales Order
BillingBilling
Org Model
Product Direction
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Simplifications: Sales & Marketing ProcessesSeparation of back office and front office
SAP HybrisS/4HANA CRM Add-on
Lead
Opportunity
Activity
Territory
Sales
Lead
Opportunity
Activity
Territory
Campaign
Segmentation
Mkt. Planning
Loyalty Loyalty
MarketingCampaign
Segmentation
Mkt. Planning
Sales Performance Sales Performance
Activity
Campaign
Lead
Product Direction
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Simplifications: Sales & Marketing ProcessesSeparation of back office and front office
SAP HybrisS/4HANA CRM Add-on
Commerce SAP Web Channel ExperienceManagement SAP Hybris Commerce
SAP CRM Web Channel SAP Hybris Commerce
SAP CRM Product Catalog SAP Hybris Commerce: PCM
Product Direction
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Architecture Transformation: CRM 7.X Architecture
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Architecture Transformation: S/4HANA CRM ArchitectureProduct Direction
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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 releaseany 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. Theinformation 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 variousrisks 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,and they should not be relied upon in making purchasing decisions.
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© 2017 SAP SE or an SAP affiliate company. All rights reserved.