Sap Refocuses On "fun"

But it's not just iPhones -- Stutz said that SAP CRM 2007 can be accessed using any Web-enabled phone or smartphone. "We should not be tied to an office," Stutz said. "We don't need a computer anymore." However, new customers may have to pay more than they ever would have in order to gain access to the new functionality promised in SAP CRM 2007. According to R. "Ray" Wang, principal analyst at Forrester Research, SAP is eliminating the 17 percent Basic Support offering and replacing it with a new Enterprise Support offering at 22 percent of net license price per year. While Wang says the Enterprise Support offering has its advantages, SAP will have to deliver -- and deliver fast, especially in today's turbulent economy. "Enterprise Support expands on services in the previous Premium Support offering with some value-added enhancements, such as 24/7 dedicated coverage," he writes. "Given existing customer angst over the rising fees and lack of value in most application vendor support and maintenance programs, SAP's Active Global Support (AGS) must show how its new support offering delivers more value than its competitors." Possibly in a move to give customers what they're paying for, SAP is not ending its tightly intertwined customer involvement with the SAP CRM 2007 solution.
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SAP on Social CRM

Contact Center Solutions Interaction Analyzer™

Its a valuable tool for engaging with customers at all points of the customer lifecycle, and its critical for a company to understand what its customers, prospects and even competitors are saying about it. The place where CRM and social media meet is called social CRM, and it generates mountains of data. So much data, in fact, that many companies simply dont know how to begin using it. This is where analytics become critical: they can make sense of a companys big data and turn it into valuable intelligence. German software giant SAP( News - Alert ) recently announced the released a new tool designed to analyze social sentiment to augment CRM database profiles. Called Social Contact Intelligence, the new application uses natural-language speech processing and predictive analytics to analyze and identify the sentiment, including likes and dislikes, expressed socially by contacts within a company's CRM database, and from external sources as well. Sales professionals can use the tool to gain deeper insights into customers, allowing them to quickly identify the most influential and relevant contacts at an account. Contact centers can use it to analyze product and service complaints from social channels to proactively identify areas generating problems and make fast changes to alleviate them and prevent larger problems. The feature is part of SAP's Customer Engagement Intelligence application, which also includes segmentation targeting, customer value analysis to identify cross-selling opportunities and mobile sales tools.
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SAP Debuts Tool for Social CRM

Contact Center Solutions Interaction Analyzer™

The service dispatcher can see how much the customer owes and decide whether or not to escalate it and send a manager an alert (via e-mail or SMS). That manager can then decide whether or not to offer support. SAP also adds employee relationship management capabilities, which are designed to track information about employees, their roles and activities. SAP reports that the employee relations capabilities will allow companies to organize information on service technicians, such as their labor rates, in order to support field service management activities. SAP also adds contract management capabilities that track customer equipment, service contract agreements and customer use. SAP Business One is designed to automatically update customers' equipment records upon purchase so that users can track whether products are under warranty or have special service contracts. SAP reports that these enhancements build on Business One's sales force automation capabilities, which enable business managers to track sales opportunities, view pipeline opportunities and follow customer activity. While SAP says that small businesses can now address all their business needs in one out-of-the-box software, its partners are also working on customized versions for vertical markets. "It's big with wholesalers and others in the buy-sell businesses," Shamia said. SAP also announced a Software Development Kit (SDK) designed to allow partners to create custom solutions.
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Upgrading to SAP CRM 5.0: Tips for success

For example, the online coupon Groupon offers monitory rewards for users who invite their friends to get their first Groupon deal or a deal they also bought by sharing a personalized referral link. In this instance, referrals and their value are identifiable. TMCnet: What effect has the growth and shift of customers to wireless has had on social CRM and CRM? VI: Wireless has a massive impact on a companys CRM approach. The use of mobile devices, such as laptops, smartphones and tablets has exploded in the past years. Today, anyone can access and spread information from anywhere in the world at anytime. This is a challenge but at the same time a tremendous opportunity for companies. Being responsive can set you apart from your competition. Smart companies use the mobile channel as an additional way to listen and respond to their customers. The way that companies interact with their customers: demonstrating reliability, trustworthiness and responsiveness has become a competitive advantage. TMCnet: Are contact centers really equipped to handle the social channel i.e. social media and social CRM, considering the ease by which comments from agents can get broadcasted? VI: The requirements for call center agents have changed. Interacting with customers via social media channels like Twitter and Facebook( News - Alert ) have become more important.
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SAP Gets to the Core of CRM

Any customizations done in XML have to be reconfigured. Only those profiles which are assigned to an IC Webclient profile are upgraded. 9. Several new functionalities are available in SAP CRM 5.0. 10. Read all upgrade-related notes and documentation carefully when starting the process. 11. Have a plan and strategy based on your data volume, CRM applications and estimated affordable production downtime. 12. Archive data that is not operationally required in the system before starting the upgrade. 13.
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SAP puts CRM on HANA, and promises more to come

The German software giant unveiled its SAP 360 Customer offering, a CRM product that it said is the first large-scale transactional system to run on HANA, at the SAP Sapphire Now conference in Madrid on Tuesday. "This is a big step because it opens the door on massive simplification of data structures in your company," SAP co-CEO visite site Jim Hagemann Snabe said. With HANA, data is never passed back from RAM to secondary storage like a hard disc. Because data can be accessed far more rapidly from RAM than the surface of a spinning disc, the time needed to operate on that data can be dramatically reduced, according to SAP. The speed at which companies can get access to data on HANA-based transactional systems means they can simplify their infrastructures, Hagemann Snabe said. "Most of the complexity that we've created was not because we love complexity, but due to the slowness of the disc," he said. CRM and more Hagemann Snabe said that CRM is one of "five major pillars" served by SAP's core Business Suite software and that SAP is working on running other parts of the Business Suite on HANA. "I can assure that we have not stopped our efforts [at CRM], if anything we increased the speed of our efforts on having the entire Business Suite run on HANA, where the customer wants that." Hagemann Snabe said that SAP will be reliant on its network of partners to develop many of the applications and services on its HANA platform, which is used by more than 600 customers. A key component of the SAP 360 Customer offering is the HANA-powered SAP CRM application. But SAP 360 Customer also brings together several different SAP offerings - including the SAP Customer OnDemand cloud offering, the SAP Jam social software platform and several mobile solutions. SAP 360 Customer will offer real-time text, transaction and analytics processing to generate immediate insights into customer preferences and behaviour, he said. Analysis can be carried out on both on internal company data and external data, such as posts on social networks, and results can be delivered to a range of mobile devices.
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