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    TCRM10

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    Hicham Mouti
    This document discusses the web channel capabilities in SAP CRM, including e-marketing, e-commerce/e-selling, e-service, and web channel analytics. It describes the key features and benefits of e-selling and e-service. E-selling capabilities include quotation/order management, shopping basket management, and interactive/collaborative selling. E-service aims to reduce call volumes and costs while improving customer satisfaction through knowledge management, request management, self-service, and more. The document also outlines the functions of e-marketing and web channel experience management.

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    TCRM10

    Uploaded by

    Hicham Mouti
    171 views4 pages
    This document discusses the web channel capabilities in SAP CRM, including e-marketing, e-commerce/e-selling, e-service, and web channel analytics. It describes the key features and benefits of e-selling and e-service. E-selling capabilities include quotation/order management, shopping basket management, and interactive/collaborative selling. E-service aims to reduce call volumes and costs while improving customer satisfaction through knowledge management, request management, self-service, and more. The document also outlines the functions of e-marketing and web channel experience management.

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    resume TCRM10

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    This document discusses the web channel capabilities in SAP CRM, including e-marketing, e-commerce/e-selling, e-service, and web channel analytics. It describes the key features and benefits of e-selling and e-service. E-selling capabilities include quotation/order management, shopping basket management, and interactive/collaborative selling. E-service aims to reduce call volumes and costs while improving customer satisfaction through knowledge management, request management, self-service, and more. The document also outlines the functions of e-marketing and web channel experience management.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    171 views4 pages

    TCRM10

    Uploaded by

    Hicham Mouti
    This document discusses the web channel capabilities in SAP CRM, including e-marketing, e-commerce/e-selling, e-service, and web channel analytics. It describes the key features and benefits of e-selling and e-service. E-selling capabilities include quotation/order management, shopping basket management, and interactive/collaborative selling. E-service aims to reduce call volumes and costs while improving customer satisfaction through knowledge management, request management, self-service, and more. The document also outlines the functions of e-marketing and web channel experience management.

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    © All Rights Reserved
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    You are on page 1of 4
    At a glance
    Powered by AI
    The key takeaways are the various capabilities of SAP CRM including e-marketing, e-commerce, e-selling, e-service, and web channel analytics. It also discusses partner channel management.

    The main capabilities of the SAP CRM web channel include e-marketing, e-commerce, e-selling, e-service, and web channel analytics. E-selling capabilities include quotation and order management, shopping basket management, and price management.

    The main goals of E-service are to reduce call center volumes, redirect human resources, reduce transaction costs of services, and improve customer convenience and satisfaction. The benefits are leveraging existing infrastructure investments, providing customer histories and installation details, optimizing service costs, and improving customer satisfaction and loyalty.

    Unit 4: SAP CRM Web channel

    Web channel capabilities in CRM :


    E-marketing
    E-commerce , E-selling
    E-service
    Web channel analytics
    E-selling
    E-selling capabilities of SAP CRM are as follows:
    Quotation and order management
    Shopping basket management
    Price management
    Interactive selling and configuration
    Collaborative selling
    E-service
    E-service enables companies to achieve the following
    goals :
    Reduce call center volumes and customer support
    expenses.
    Redirect more human resources toward value-adding
    activities.
    Reduce transaction costs of services by supporting
    customer self-service.
    Improve customer convenience and overall
    satisfaction.
    Key features of E-service
    Knowledge management
    Request management
    Live customer support
    Customer self-service
    Installed base management
    Complaints and returns
    Billing and payment
    E-service provides your company with the following
    benefits:
    Leverages your companys existing infrastructure
    investments is SAP
    Provides information about customer purchasing
    histories and installation details
    Optimizes the cost of providing service
    Improves customer satisfaction and increases
    customer loyalty
    E-service provides your customer with the following
    benefits:
    Easy access to information and service processes
    Immediate, personalized service
    Convenient, round-the-clock access
    E-marketing
    The functions of e-marketing
    Catalog management
    Content management
    Personalization
    Campaign management
    Customer segmentation
    Web channel experience management
    Web channel experience management includes the
    following functions
    Service and support page
    Product registration
    Service requests and information requests
    Complaint handling
    Web channel builder user
    Web channel experience management user can create a
    new application by using one of the following methods :
    Applying an existing web shop template
    Copying existing entities
    Specifying all new entities
    Unit 5: SAP CRM partner channel
    management
    Partner channel management
    Partner channel management enables companies to effectively
    collaborate with leverage channel partners in order to better
    market and sell products and deliver services to customers.
    SAPs Partner channel management solution is divided into
    the following business areas :
    Partner management
    Channel marketing
    Channel sales
    Partner order management
    Channel service
    Partner and channel analytics
    The channel manager responsible for managing the
    partner base performs
    Planning transaction over indirect channels
    Analyzing partner offerings and partner portfolios
    Procuring and introducing new partner
    Forwarding leads to appropriate partners
    Monitoring subsequent transaction for leads
    Monitoring and analyzing transaction over indirect
    channels
    Selecting and creating content for partners
    Defining products and service that various partners
    can sell
    The following groups of employees can access the partner
    portal
    Partner managers : responsible
    Partner employees
    Unit 6: SAP CRM partner channel
    management

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