Customer Relationship Management – Innovations 2011 features

   
Advanced Returns Management

• Manage complaints, returns, and repair processes more efficiently with our flexible, modular solution
• Minimize operational costs and increase service-level compliance
• Streamline support for all after-sales services in one application in a flexible user interface

Commodity Sales

• Secure commodity contracts with commodity price definitions based on market quotes
• Streamline the invoicing process by enabling automated provisional, differential, and final invoicing
• Enhance core SAP ERP sales and distribution functionality

Marketing

• Improve data handling with a more intuitive user interface
• Source and use large volumes of data from different sources to build marketing campaign target groups
• Optimize total customer experience and retention to increase return on marketing investment

Online Data Provisioning and Dashboards

• Optimize order-to-cash processes with real-time reporting
• Get a comprehensive overview of relevant sales data with analytics, search scenarios, and dashboards

Lead to Cash (Sales)

• Align available to promise (ATP) with campaign pricing
• Streamline document flow activities for credit card transactions and billing plans
• Make informed pricing decisions to enhance sales performance

Differentiation Through Service Excellence

• Deliver consistent service across all channels including social media
• Receive relevant, automatic suggestions to resolve customer issues
• Leverage real-time, context-sensitive cross-sell and up-sell offers
• Combine service with products to increase share-of-wallet and counter competitive deals

Multichannel Marketing (Business to Consumer/Business to Business)

• Create winning online marketing experiences with Web 2.0 features
• Incorporate enhanced payment methods such as PayPal or Quick Check Out to expedite purchases
• Capture more share of wallet with personalized recommendations and better campaign management
• Improve customer relations with e-service features such as guided flows and "My Support" pages