拜访客户--企业行动入口网站与客户关系管理方案(PPT 44页)12014

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1、来自来自 中国最大的资料库下载中国最大的资料库下载mySAP Mobile mySAP Mobile Workplace&CRMWorkplace&CRMSAP SAP 企業行動入口網站與客戶關企業行動入口網站與客戶關係管理方案係管理方案SAP TaiwanSAP AG 2001,European SAP-Microsoft Congress 2001(Sesar)2Agenda 議程議程 SAP Today,SAP Today,今日的今日的 SAP SAP 速寫速寫 Value Proposition Value Proposition SAP Mobile Business Portal&

2、Customer SAP Mobile Business Portal&Customer Relationship Management Relationship Management Customer Reference Customer ReferenceSAP AG 2001,European SAP-Microsoft Congress 2001(Sesar)3Agenda 議程議程 SAP Today,SAP Today,今日的今日的 SAP SAP 速寫速寫 Value Proposition Value Proposition SAP Mobile Business Portal

3、&Customer SAP Mobile Business Portal&Customer Relationship Management Relationship Management Customer Reference Customer ReferenceSAP AG 2001,European SAP-Microsoft Congress 2001(Sesar)4SAP Today SAP AG 2000 年的收入年的收入:62.6 億歐元億歐元 n 世界第三大獨立軟體供應商世界第三大獨立軟體供應商 n 企業應用軟體市場的領導者企業應用軟體市場的領導者 在在120多個國家有多個國家有1

4、3,500多家用戶多家用戶 n 安装了安装了36,000n 约约1,000,000個個用户用户 不論公司大小都以用戶爲中心不論公司大小都以用戶爲中心 n 增加客戶滿意度並增強客戶的信心增加客戶滿意度並增強客戶的信心 n 對對SAP全球業務的大量投資全球業務的大量投資 n 24,100多名員工多名員工(2000年年12月月)SAP BEATs WALLSTREET EXPECTATION!Then WINNER of NEW,NEW ECONOMY !SAP AG 2001,European SAP-Microsoft Congress 2001(Sesar)5Gartner Ranks SAP

5、 EIP as No.1SAP AG 2001,European SAP-Microsoft Congress 2001(Sesar)6SAP To Lead the Enterprise Portal MarketCREATECREATEACQUIREACQUIREPARTNERPARTNERTopTierREACH OUT TO REACH OUT TO ALL PEOPLEALL PEOPLESHARED VISION,SHARED VISION,TECHNOLOGYTECHNOLOGYPEOPLE-CENTRIC PEOPLE-CENTRIC SOLUTIONSSOLUTIONSSAP

6、 AG 2001,European SAP-Microsoft Congress 2001(Sesar)7SAP Creates New Company SAP Portals Focusing on Enterprise Portals and Business IntelligenceFocusing on Enterprise Portals and Business Intelligencen 1000 customersn 6 million usersn 700 employeesn First to market with complete solution VisionVisi

7、on MissionMissionn Be the leading global company delivering individual people-centric solutions reaching all peoplen Create superior value and a competitive advantage for organizations and their employees,partners,and customersEmpowered people collaborate effectively anywhere,on any task,at any time

8、,as they want.n Fully owned subsidiary of SAP AG n Headquarters:Palo Alton CEO:Shai AgassiSAP AG 2001,European SAP-Microsoft Congress 2001(Sesar)8SAP Acquires TopTier TopTierTopTiern Thought-leading enterprise portal companyn Headquartered in the USn Patented Drag&Relate and unification platform SAP

9、 and SAP and TopTierTopTier a perfect fit a perfect fit n Complementary offeringn Long-standing partnership with SAPn Key technologies already integral part of SAP offering SAP PortalsSAP Portals n Comprehensive enterprise portal platformn Integrating all major applicationsn Open partnering strategy

10、TopTier exhibits the most visionGartner“SAP AG 2001,European SAP-Microsoft Congress 2001(Sesar)9SAP Partners with Yahoo!Yahoo!Yahoo!n185 million people each month worldwiden900 million hits per dayn65%business usersnStrongest Internet brand SAP and Yahoo!Share Vision and MissionSAP and Yahoo!Share V

11、ision and MissionnFocus on people-centric solutionsnPeople collaborate more easy&effectivelynReach out to all business users SAP and Yahoo!Offer One Joint SolutionSAP and Yahoo!Offer One Joint SolutionnEnterprise portal solution by Yahoo!and SAPnPlatform and contentnSAP Portals drives joint delivery

12、nAvailable Q2/2001“SAP AG 2001,European SAP-Microsoft Congress 2001(Sesar)10Agenda 議程議程 SAP Today,SAP Today,今日的今日的 SAP SAP 速寫速寫 Value Proposition Value Proposition SAP Mobile Business Portal&Customer SAP Mobile Business Portal&Customer Relationship Management Relationship Management Customer Referen

13、ce Customer ReferenceSAP AG 2001,European SAP-Microsoft Congress 2001(Sesar)11Difference mySAP Workplace&Public Exchanges?MarketplaceEnterprise PortalMarketplaceEnterprise PortalMarketplaceEnterprisePortalVendorsCustomers mySAP Workplace E-Business Platform for Bilateral Collaboration SuppliersStake

14、holdersPartnersCustomerslm:n relationshiplIntermediaryl1:n relationshiplCompany owned CompanySAP AG 2001,European SAP-Microsoft Congress 2001(Sesar)12Where do Enterprise Portals Go?IncreasingBusinessValueSimpleWeb PresenceCompanyInformationPlatformWeb Application&InformationIntegrationPlatformCollab

15、orativee-BusinessPlatformmySAP WorkplaceEnterprise Portals will Replace the Desktop of Today SAP AG 2001,European SAP-Microsoft Congress 2001(Sesar)13Value Creation through CollaborationCollaboration with Collaboration with extended communityextended communityn Increase Productivityn Empower the emp

16、loyeesn Efficiently manage the supply chainn Faster decisionsn Reduce time-to-marketn Serve customers betterBy understanding and acting By understanding and acting on the right issueson the right issuesn Web content managementn Business intelligenceUsing a collaboration hubUsing a collaboration hubn

17、 Enterprise PortalEnterprisePartnerEmployeeCustomersSupplierRevenue GenerationCost ReductionSAP AG 2001,European SAP-Microsoft Congress 2001(Sesar)14Enterprise Portal:Doubling the Productivity218%100%EmployeeSales RepresentativeGeneral ManagerAverage Time Differences in%During the Last RunTime spent

18、 without enterprise portal Time saving due to enterprise portalTime spent using enterprise portal175%100%238%100%118%75%138%Reference:University of Mannheim,Prof.Dr.Franz SteffensSAP AG 2001,European SAP-Microsoft Congress 2001(Sesar)15*Please note that the costs are based on 22312 users worldwide o

19、ver a three year period.of SAP Portals enterprise portal solution at SAP per month and userNet savingsCosts*Savings38 355 317 Enterprise Portal Pays Off Within its First Month Expected savings at SAP exceed 95 million per yearExpected savings at SAP exceed 95 million per yearSAP AG 2001,European SAP

20、-Microsoft Congress 2001(Sesar)16Agenda 議程議程 SAP Today,SAP Today,今日的今日的 SAP SAP 速寫速寫 Value PropositionValue Proposition SAP Mobile Business Portal&SAP Mobile Business Portal&Customers Relationship Management Customers Relationship Management Customer Reference Customer ReferenceSAP AG 2001,European

21、SAP-Microsoft Congress 2001(Sesar)17mySAP.com 电子商务平台电子商务平台mySAP 技術技術mySAP 服務服務SAPMarkets*mySAP 工作台工作台*SAPMarkets&Commerce One jointly deliver MarketSet,產業產業解决方案解决方案mySAP财财務務mySAP人力资源人力资源mySAP電電子子採購採購mySAP商商業業智能智能mySAP供供應鏈應鏈管理管理mySAP生生產產周期管理周期管理mySAP客户客户關係關係管理管理SAP AG 2001,European SAP-Microsoft Cong

22、ress 2001(Sesar)18The Sequel to the Internet RevolutionMobile business is the sequel to the Internet revolution.Everyone will be connected.0.11101001,0001970196019801990200020102020Early adoptersE-mailTCP/IPHTMLE-commerceXMLWAPEveryoneMilitaryUniversitiesSpecialistsInternet users in millionsUsersSAP

23、 AG 2001,European SAP-Microsoft Congress 2001(Sesar)19Company boundariesmySAP.com WorkplaceWeb-Browser-AccessWorkplaceindustry specificrole relatedpersonalized“Drag&Relate”Market-placeSingle Sign-on3.1HR/3 4.6FILOHRCRMKMB2BSEMAPOBWCFMmySAP.com-KomponentenopenInternetstandardsR/2Not-mySAP.comPartnerS

24、APinternalexternalmySAP.com-Internet-ServicesOther Internet-ServicesCock-pitsNon-SAP Named UsersSAP Named Usersinside mySAP.comPotentially non-SAP Named UsersOtherSystemsLegacy-SystemSAP AG 2001,European SAP-Microsoft Congress 2001(Sesar)20The Pervasive Computing Waveshandheldsmart2001 2002 2003 200

25、4invisibleFrom the handhelds of the present to the invisibles of the future SAP is always preparedSAP AG 2001,European SAP-Microsoft Congress 2001(Sesar)21Redefining Enterprise Portal SolutionsEnterprise Portal PlatformBusiness Intelligence PlatformOpen architectureOpen data warehousing platformJava

26、 and.Net supportXML-based meta data exchangePortal builderOLAPiView technologyMulti-dimensional information modelsContent managementWeb and ad-hoc ReportingRetrieval and classificationAnalytical Applications platformUnificationRole management PlatformPlatform ContentContentYahoo!content GenericiView

27、s BusinessApplica-tions Roles,Worksets,Cockpits,Industry Solutions SetsUnifiers ReportsKPIs BusinesscontentDatamodels SupplierSAP Customer46%Unspecified1%System Reseller Customers10%System Reseller2%SAP Partner37%SAP Internal4%EmployeePartnerCustomer PeoplePeopleSAP AG 2001,European SAP-Microsoft Co

28、ngress 2001(Sesar)22mySAP Workplace Enterprise PortalSAP AG 2001,European SAP-Microsoft Congress 2001(Sesar)23Key Capabilities of a Complete CRM SolutionKey Capabilities of a Complete CRM SolutionWhoWhoSalesServiceMarketingExecutivesWhatWhatServiceTransactFulfillEngageCustomerInteractionCycleWhich w

29、ayWhich wayInternetMobileTelephonyHowHowOperationalCollaborativeAnalyticalWorkplaceWorkplaceSAP AG 2001,European SAP-Microsoft Congress 2001(Sesar)24MarketingSalesServicemySAP 客戶關係管理解決方案內建主要功能領域Mobile SalesMobile ServiceTelesalesTeleserviceInternet customer self-serviceInternetsalesInternetmarketing

30、CampaignInternetTelephonyMobileTelemarketingSAP AG 2001,European SAP-Microsoft Congress 2001(Sesar)25Mobile Workplace Roles and ApplicationsHandheld ServiceMobile ProcurementHandheld SalesTravel ExpensesTravel ReservationsLeave RequestsCustomer AlertsSales ReportsKarenJohnSusanService TechnicianSale

31、sManagerProcurementManagerMini Apps/Mobile Applications User RolesSAP AG 2001,European SAP-Microsoft Congress 2001(Sesar)26ScenarioSAP AG 2001,European SAP-Microsoft Congress 2001(Sesar)27Top 10 Sales Pipelineq Top 10 Pipeline Projects (Status A,B,C,D)q By period or annual total q Subsidiary column

32、can be addedSAP AG 2001,European SAP-Microsoft Congress 2001(Sesar)28Top 10 Messages by Installationq Top 10 Customer Messages by Installation in current weekq Includes Systems with Status D,T,Pq Switch between Only Status P and All StatusSAP AG 2001,European SAP-Microsoft Congress 2001(Sesar)29Agen

33、da 議程議程 SAP Today,SAP Today,今日的今日的 SAP SAP 速寫速寫 Value PropositionValue Proposition SAP Mobile Business Portal&Customer SAP Mobile Business Portal&Customer Relationship Management Relationship Management Customer ReferenceCustomer ReferenceSAP AG 2001,European SAP-Microsoft Congress 2001(Sesar)30Offi

34、cial SAP figureslmySAP Workplace installations:2 317nAt customers1 349nAt partners968lmySAP Workplace licensed users:5 701 528nStandalone mySAP Workplace871 120*nAs part of mySAP.com4 830 405*Without external communities/SAP MarketsSAP AG 2001,European SAP-Microsoft Congress 2001(Sesar)31Number of W

35、orkplace installations88811142358960050010001500200025003000JanuaryFebruaryMarchAprilMayJuneInstallationsInstallations with systems,i.e.licence key call-offsSAP AG 2001,European SAP-Microsoft Congress 2001(Sesar)32Sold Workplace users component pricelist2.171.1202.000.6161.942.0762.024.6632.058.2589

36、30.2890500.0001.000.0001.500.0002.000.0002.500.000JanuaryFebruaryMarchAprilMayJune4.830.4053.966.1093.491.8383.882.6623.425.0223.933.64701.000.0002.000.0003.000.0004.000.0005.000.0006.000.000JanuaryFebruarMrzAprilMayJuneSAP AG 2001,European SAP-Microsoft Congress 2001(Sesar)33Sold mySAP.com users by

37、 regionAmericas50%Asia/Pacific10%Europe40%Workplace usersCustomerUsers1.Convergys CorporationUSA1.001.0502.MLP Finanzdienstleistungen AGGermany208.0003.Delta Air Lines,Inc.USA83.5144.Caterpillar Inc.USA60.5005.SE Service Entity Inc.Canada50.0506.National Australia BankLimiteAustralia49.0007.Air Fran

38、ce France40.0008.Avaya CorporationUSA39.0009.Visteon-An Enterpriseof ForUSA30.0009.Deloitte Touche TohmatsuUSA30.000Total1.591.114SAP AG 2001,European SAP-Microsoft Congress 2001(Sesar)34Top Ten deals Sold usersNew in JunemySAP.com usersCustomerUsers WP1.Nestl S.A.Switzerland233.000X2.Eastman Kodak

39、CompanyUSA1250003.Publix Super MarketsUSA123.0304.Electronic Data Systems Corp.USA120.000X5.Commonwealth of PennsylvaniaUSA103.6076.Exxon Mobil Global Services Corp.USA100.000X7.Hewlett Packard CompanyUSA89.640X8.Siemens/IST GmbH&Co OHGGermany85.1079.Raytheon CompanyUSA85.00010.Province of Nova Scot

40、iaCanada81.604Total1.145.988SAP AG 2001,European SAP-Microsoft Congress 2001(Sesar)35mySAP WorkplacemySAP Workplace“Aligning Visions-Aligning Aligning Visions-Aligning Internet Strategies”Internet Strategies”Hewlett-Packard Co.,USAHP,providing computing and imaging solutions and services for busines

41、s and home,is focused on capitalizing on the opportunities of the Internet and the proliferation of electronic services.The companys more than 36,000 products are used by people for personal use and in industry,business,engineering,science,medicine and education.In addition,the company makes network

42、ing products,medical electronic equipment,instruments and systems for chemical analysis,handheld calculators and semiconductor products.HP has 83,200 employees worldwide and had total revenue from continuing operations of$42.4 billion in its 1999 fiscal year.SUCCESS SLIDESUCCESS SLIDE“mySAP.com alig

43、ns with HPs vision for the next chapter of the Internet,and our new mySAP.com development initiatives allow us to continue to offer our mutual customers the best solutions for their business needs particularly in the area of highly scalable,highly available Internet solutions.mySAP.com is set to hel

44、p us become more efficient and effective in our operations,ultimately benefiting not only HP,but also our customers and partners.”Nick Earle Vice President and Chief Marketing OfficerSAP AG 2001,European SAP-Microsoft Congress 2001(Sesar)36mySAP Workplace mySAP Workplace/ESS ESS“mySAP Workplace/ESS

45、mySAP Workplace/ESS Making Colgate a Better Place to Making Colgate a Better Place to WorkWork”Colgate-Palmolive,USWith more than 39,000 employees and worldwide revenues of$9+billion,Colgate-Palmolive is a world leader in Oral Care,Personal Care,Household Surface Care,Fabric Care and Pet Nutrition.T

46、he headquarter of Colgate-Palmolive is in New York.Colgate-Palmolive sells its products in over 200 countries and territories around the world under such internationally recognized brand names as Colgate,Palmolive,Mennen,Softsoap,Protex,Kolynos,Ajax,Axion,Soupline,Suavitel and Fab,as well as Hills S

47、cience Diet and Hills Prescription Diet pet foods.Besides using mySAP Workplace enterprise portal in conjunction with Employee Self-Service,Colgate-Palmolive runs mySAP HR and several other e-business solutions from SAP.SUCCESS SLIDESUCCESS SLIDE“While cost savings is not an insignificant aspect of

48、our decision to use mySAP Workplace in conjunction with(SAP)Employee Self-Service,the primary goals were to make us a faster,smarter organization and foster the”Colgate Becoming the Best Place to Work”spirit.One way to accomplish this is to provide employees with easy access to current,accurate info

49、rmation.Also,self-service is a way for employees to provide accurate information to the company about themselves.”Dave Stevens Associate Director,Global Information Technology SAP AG 2001,European SAP-Microsoft Congress 2001(Sesar)37Workplace,CRM,SCM,BI Workplace,CRM,SCM,BI“Good Food -Good Life”Good

50、 Food -Good Life”Nestl,SwitzerlandWith a total workforce of 231,000 people in more than 500 factories worldwide,and a consolidated turnover of CHF 75 billion.Nestl is Switzerlands largest industrial company and the worlds leading food company.Nestl products are available around the world.The main pr

51、oduct areas are:Baby Foods&Cereals,Milk&Dairy,Breakfast Cereals,Desserts,Snacks&Ice Cream,Chocolate&Confectionery,Whats Cooking,Hot&Cold Beverages,Mineral Waters and Pet Care.SUCCESS SLIDESUCCESS SLIDEWith mySAP.com,we will rapidly build a strong,tightly integrated group IT infrastructure that will

52、allow focused customization to user needs without surrendering the benefits of groupwide standardization.Mario A.CortiChief Financial OfficerSAP AG 2001,European SAP-Microsoft Congress 2001(Sesar)38mySAP WorkplacemySAP Workplace“mySAP Workplace is a mySAP Workplace is a Significant Increase in Usabi

53、lity”Significant Increase in Usability”Samsung Electronics,KoreaFounded in 1938,Samsung is one of Koreas leading companies focusing on sectors as diverse as electronics and banking.In addition Samsung plays also a major role in a variety of service related industries.Committed to the use of Internet

54、 and the chances resulting from e-business Samsung strives to become one of the worlds most widely recognized brands in all of the industries served.Samsung is a worldwide operating company with more than 161.000 employees.Samsung has had total revenues exceeding 93,5 billion US dollars in its 1999

55、fiscal year.SUCCESS SLIDESUCCESS SLIDE“Before the mySAP Workplace,users had to log on several times entering their IDs and passwords.Now with the mySAP Workplace,users feel like using a single system that bundles all the separate systems.Its a significant increase in usability.From the system users

56、standpoint,interface is the key.“Hee Yoon WonManager Information Strategy GroupSAP AG 2001,European SAP-Microsoft Congress 2001(Sesar)39SAP Participates in Strong Partner EcosystemmySAP Mobile Business PartnersWorkplace usersRegionJanuaryFebruaryMarchAprilMayJuneTotalin%prev.monthAmericas9.2031.004.

57、85615.9345031.975 110.8711.442.17666,464,7Asia/Pacific3.100119252008284.0403,94,1Europe11.5984.63241.92823.9771.2652.059644.80429,731,2Total23.9011.009.49958.78724.04733.240 113.0122.171.020100,0100,0Largest deal10.0001.001.05040.00023.62630.00050.000Users free of charge6.4061.008.96517.61023.64631.

58、96468.5051.499.914Number of deals192124101620384Free of charge/demo deal5147684758551342SAP AG 2001,European SAP-Microsoft Congress 2001(Sesar)40What is Todays Customer Base?mySAP Workplace Leading Enterprise Portal SolutionCompany SizeSmallLargeSAP AG 2001,European SAP-Microsoft Congress 2001(Sesar

59、)41mySAP 客戶關係管理解決方案參考客戶群 Discrete IndustriesBrotherComputer Services SolutionsHewlett PackardPeugeotSamsungSchneider ElectricSymbol TechnologiesTexas InstrumentsWatersWuerth Oil&GasEngen PetroleumSchott Consumer Industries Avisum Carlsberg Colgate-Palmolive Nestl Osram Sylvania Philipp Morris Gillet

60、te Sony Service IndustriesBertelsmannCanada Post Corp.CTT CorreiosE.ONFiduciaHUBWOOLogic AchartSoftware LogisticsTV Process IndustriesAUBIDow CorningDULUXMonsanto BrazilSchwarzkopfSolvayTyrolit Financial ServicesBanco UrquijoPFA Pension730 mySAP CRM Customers Public SectorElectrical Safety Authority

61、SAP AG 2001,European SAP-Microsoft Congress 2001(Sesar)42mySAP 客戶關係管理解決方案參考客戶統計3882641731318372700100200300400500600700800900IV/98I/99II/99III/99IV/99I/00II/00III/00IV/00I/01IV/98I/99II/99III/99IV/99I/00II/00III/00IV/00I/01mySAP CRM Customers67707283131173264388571730mySAP CRM CustomersSAP AG 2001,E

62、uropean SAP-Microsoft Congress 2001(Sesar)43mySAP.com usersRegionJanuary FebruaryMarchAprilMayJuneTotalin%prev.monthAmericas1.961985 211.4037.0544.081 338.8642.424.75150,252,6Asia/Pacific3.0068.35624.5945.5964.38261.075469.4439,710,3Europe39.94515.078 158.21336.54418.596 459.2121.926.17739,937,1Total44.91224.419 394.21049.19427.059 859.1514.830.405100,0100,0Deals1007923579743352.354mySAP mySAP 客戶關係管理解決方案參考客戶實例代表客戶關係管理解決方案參考客戶實例代表SAP AG 2001,European SAP-Microsoft Congress 2001(Sesar)44YES!