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