Collaborative Customer Relationship Management With mySAP.com Fact Sheet.BOSTON--(BUSINESS WIRE)--Nov. 9, 1999-- Customer relationship management (CRM (Customer Relationship Management) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. ) is not simply software, but an approach to the business. Most employees within an organization touch the customer at some point. At the same time, employees of customers need to be engaged. The SAP (NYSE NYSE See: New York Stock Exchange :SAP) approach to customer relationship management allows all individuals, whether employees, partners or customers, to collaborate. The mySAP.com(TM) portals tie together market intelligence, sales execution, groupware Software that supports multiple users working on related tasks in local and remote networks. Also called "collaborative software," groupware is an evolving concept that is more than just multiuser software which allows access to the same data. , product information, definition and pricing, customer history, profile and buying patterns, installed-base management, order fulfillment Order fulfillment (in BE also: order fulfilment) is in the most general sense the complete process from point of sales inquiry to delivery of a product to the customer. Sometimes Order fulfillment , and engineering to order, regardless of whether or not the information or systems are from SAP. mySAP.com is easily extended with any Web-based software and services. The SAP(TM) offerings build on distinct forms of integration including these: Integrating CRM with e-commerce. A product manager can analyze a certain market segment and directly launch a new marketing promotion via the Web shop. Integrating across all customer touch points. A field sales representative going to the customer site will know immediately, for example, if the customer's last order arrived damaged. Integrating the front office and back office. Sales representatives have real-time visibility to shipping and capacity information and can instantly verify pricing and availability of orders. Integrating unstructured and structured information and processes. An online news article on a competitor's move can directly link into an analysis of a company's recent performance and trigger a new promotion. Integrating suppliers and customers. Suppliers have insight into customer requirements as early as possible and can deliver exactly as needed as needed prn. See prn order. . Integrating heterogeneous internal and external systems. An alert out of the legacy information warehouse that inventory levels have reached a certain point can directly trigger an interactive marketing campaign driven by a CRM application. CRM Deliverables Through mySAP.com SAP is delivering its CRM solution through personalized per·son·al·ize tr.v. per·son·al·ized, per·son·al·iz·ing, per·son·al·iz·es 1. To take (a general remark or characterization) in a personal manner. 2. To attribute human or personal qualities to; personify. , functionally rich portals, based on the mySAP.com Workplace. This provides users with fast, easy and convenient Web-based access using HTML HTML in full HyperText Markup Language Markup language derived from SGML that is used to prepare hypertext documents. Relatively easy for nonprogrammers to master, HTML is the language used for documents on the World Wide Web. to all of the internal and external applications, business content and services required for their jobs. These portals empower users to perform effectively in dynamic, fast-paced, market-driven business environments, putting the appropriate information and applications just a keystroke key·stroke n. A stroke of a key, as on a word processor. key  stroke away via an interface that is easy to learn, customize and
use. CRM deliverables include the following:
Role-based Consumer Portal. A Web-based merchant solution allows consumers to configure, price, check availability and delivery dates of products and services, trigger orders, and check status. Role-based Customer Portal. Roles provided include Reseller, Distributor, Purchasing Agent Noun 1. purchasing agent - an agent who purchases goods or services for another agent - a representative who acts on behalf of other persons or organizations and Demand Planner. Role-based Employee Portal. Roles provided include Sales Manager sales manager n → gerente m/f de ventas sales manager n → directeur commercial sales manager sale n → , Global Account Manager, Sales Representative, Sales Assistant sales assistant n (BRIT) → dependiente/a m/f sales assistant (US), sales clerk sale n → vendeur/euse , Service Manager, Hotline Specialist, External Service Engineer, Contact Center Agent, Marketing Manager, Marketing Analyst and Product/Brand Manager Core-CRM functions. Business scenarios are included for Internet Sales, Internet Customer Self Service, Service Interaction Center, Field Sales, Field Service and Business Partner Collaboration. E-commerce functions. Business scenarios are included for one-step buying and selling, bidding and auctioning scenarios. Extended-CRM functions. Business scenarios are included for leveraging supply chain planning and execution, e-commerce, finance, human resources The fancy word for "people." The human resources department within an organization, years ago known as the "personnel department," manages the administrative aspects of the employees. and business intelligence scenarios. Intelligent relationship layer. This accesses, interprets and propagates all relevant data for managing customer relationships. These relationships can be maintained via Internet, telephone and mobile customer touch points. Pervasive and mobile access. A wide range of pervasive, handheld or portable Internet appliances and PC laptops give companies increased flexibility for managing customer relationships. Industry-specific solutions. Based on deep industry expertise for 19 industries, these SAP solutions are initially targeting telecommunications, consumer products, retail, high-tech, utilities and media. Hosted services. The mySAP.com Marketplace hosts additional services such as the Business Directory that facilitates the search for the right business partners. Scalable, proven infrastructure. An open, proven and highly scalable infrastructure deploys traditional applications and e-business applications. Incremental Additional or increased growth, bulk, quantity, number, or value; enlarged. Incremental cost is additional or increased cost of an item or service apart from its actual cost. implementation and improvement. Companies can, for example, start by integrating existing or legacy systems in a CRM-oriented manner while adding step-by-step additional new business scenarios without revising the user interface. Pricing and Availability Customer relationship management solutions through mySAP.com will be available in December 1999 via flexible, role-based licensing. About SAP As the market leader of inter-enterprise software solutions, SAP is leveraging its strength in industry-focused business software and the world's largest enterprise software customer base to deliver mySAP.com. mySAP.com provides an open collaborative business environment of personalized solutions on demand. This enables companies of all sizes and industries to fully engage their employees, customers and partners to capitalize upon the new Internet See Web 2.0 and Internet2. economy. mySAP.com allows people to harness the power of the Internet to work smarter, better and faster by optimizing supply chains, managing strategic relationships, reducing time to market, sharing virtual information, and increasing productivity and shareholder value. SAP is listed on several exchanges including the Frankfurt stock exchange Frankfurt Stock Exchange The largest of Germany's eight securities exchanges, operated by Deutsche Borse AS. and NYSE under the symbol "SAP." The SAP World Wide Web site can be found at http://www.sap.com. SAP, mySAP.com and all SAP product and service names herein are trademarks or registered trademarks of SAP AG (company) SAP AG - (Systeme, Anwendungen, Produkte in der Datenverarbeitung - German for "Systems, Applications and Products in Data Processing") A company from Germany that sells the leading suite of client-server business software. The US branch is called SAP America. . Other product and company names herein may be trademarks of their respective owners. (c) Copyright 1999, SAP AG |
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