SAP CRM Lösungen für das Marketing – eine

Transcription

SAP CRM Lösungen für das Marketing –
eine Übersicht
SAP CRM Webinar Serie – Teil 3
3. Juli 2012
SAP CRM Webinar Serie
Titel
Termin
Einführung in das aktuelle SAP CRM Release
Fr, 29. Juni 2012, 10:00 bis 11:30 MEZ
SAP CRM Lösungen für den Vertrieb – eine Übersicht
Mo, 2. Juli 2012, 10:00 bis 11:30 MEZ
SAP CRM Lösungen für das Marketing – eine Übersicht
Di, 3. Juli 2012, 10:30 bis 12:00 MEZ
SAP Web Channel Experience Management
Mi, 4. Juli 2012, 10:30 bis 12:00 MEZ
SAP CRM Lösungen für den Service – eine Übersicht
Do, 5. Juli 2012, 10:00 bis 11:30 MEZ

Anmeldemöglichkeit und Webinar-Aufzeichnungen im Service Marketplace:
http://service.sap.com/innovation-webinars
© 2012 SAP AG. All rights reserved.
Internal
1
Agenda
 Überblick: SAP CRM
Lösungen für das
Marketing
 CRM Upgrade in der
Praxis
Internal
2
SAP CRM Lösungen für das Marketing
Inge Breuer
LOB Marketing Solutions, SAP AG
Agenda
• Challenges and Opportunities for Marketing
• The Marketing Solution today
• Marketing Resource Management/Marketing Operations
• Collect and Target
• Decide and Execute
• Measure Marketing Performance
• Future Direction of the Solution
4
Legal Disclaimer
The information in this presentation is confidential and proprietary to SAP and may not be disclosed without
the permission of SAP. This presentation is not subject to your license agreement or any other service or
subscription agreement with SAP. SAP has no obligation to pursue any course of business outlined in this
document or any related presentation, or to develop or release any functionality mentioned therein. This
document, or any related presentation and SAP's strategy and possible future developments, products and
or platforms directions and functionality are all subject to change and may be changed by SAP at any time
for any reason without notice. The information in this document is not a commitment, promise or legal
obligation to deliver any material, code or functionality. This document is provided without a warranty of any
kind, either express or implied, including but not limited to, the implied warranties of merchantability, fitness
for a particular purpose, or non-infringement. This document is for informational purposes and may not be
incorporated into a contract. SAP assumes no responsibility for errors or omissions in this document, except
if such damages were caused by SAP´s willful misconduct or gross negligence.
All forward-looking statements are subject to various risks and uncertainties that could cause actual results
to differ materially from expectations. Readers are cautioned not to place undue reliance on these forward looking statements, which speak only as of their dates, and they should not be relied upon in making
purchasing decisions.
5
Challenges and
Opportunities for Marketing
The Good Old Days
Now
Customers have megaphones
Data explosion
2.8 million emails per second*
200 million tweets per day
800 Million active Facebook users
Only
4 out 10 top brands retain 50% of “highly loyal”
consumers year over year*
Customer loyalty?
“Losing Loyalty: The Consumer Defection Dilemma”, CMO Council 2009
Connected Marketers
Social channel coordination
Harvest customer insights
True customer loyalty
Marketing and sales alignment
The Marketing Solution
SAP LoB Marketing Solution
Overview
Decide & Execute
Collect & Target
Measure
■
Consumer & Customer
Insights
■
Multi-Channel Campaign
Management
■
Marketing Performance
Management
■
Market Insights
■
Loyalty Management
■
Marketing Analytics
■
Segmentation
■
Lead Management
■
Targeting
■
Real-Time Offer Mgmt
Marketing Resource Management/Marketing Operations
■
Planning and Financial Management: Marketing Planning, Budgeting & Expense Tracking,
Integrated Marketing Calendar, etc.
■
Creative Production Management: Integrated Marketing Calendar, Marketing Program
Management (tasks, workflows, templates), Collaboration, etc.
■
Knowledge Management and Marketing Fulfillment: Digital Asset Management,
Collaboration, etc.
15
Marketing Resource Management/
Marketing Operations
SAP is a Leader in 2012 Gartner MRM MQ
“SAP provides an integrated Marketing
solution with broad set of marketing
capabilities….”
“SAP continues to transform its MRM
vision and products by listening to its
customers and actively leveraging its
"CMO Community," a professional
community of chief marketing officers
(CMOs)..”
“Gartner believes that marketing could
be the No. 1 CRM application sold by
SAP in 2012”
“SAP is a leader for its broad and robust set of MRM capabilities and improved
execution. SAP customers and prospects looking for MRM capabilities should
consider SAP CRM”
- Kim Collins , Research Vice President, Gartner
Marketing Operations/Marketing Resource Management
Manage marketing resources and align your organization
Solution Highlights
 Manage marketing plans and budgets and closely track
marketing spend
Better manage and optimize the
use of your marketing resources
 Manage marketing programs more efficiently using task
management, templates and workflows
 Provide visibility to marketing activities across the
organization using the interactive marketing calendar
 Manage, organize and distribute rich media files
 Collaborate with marketing, sales and external agencies
Key Benefits
 Increase cost control and tracking of marketing spend
 Improve alignment and visibility into all marketing
activities
 Ensure consistent brand collateral usage
Customer Examples




Triumph
Desigual
Coop
Vitra
18
Integrated Marketing Calendar & Templates
19
Budgeting & Expense Tracking
20
Process Overview
CRM Marketing
CRM Funds Management
Funds Plan determined/
Specified on campaign
Funds Plan
Fund
• Fund type
• Customer
• Product
• Marketing Organization
Fund determination
Campaign
• Validity period
• Customer
• Product(s)
• Marketing spend(s)
• Planned cost
ERP Financials
Fund Usage
Header
• Campaign
• Expense Type
Items
• Fund
• Product
• Amounts (in FM docs)
Creation/Updating
Expenses
Accrual
Run
Accruals
Calculate
and Post
Transfer
Accruals
SAP DAM 7 Complete Media Lifecycle
Management
Comprehensive Metadata, Workflows
and Video Management
SAP DAM – SAP CRM 7 Integration
Scenario: Marketing Resource Management
23
SAP DAM – SAP CRM 7 Integration
Where-Used List
24
Collect and Target
Customer Insights, Segmentation & Targeting
Create targeted segments for products and services
Solution Highlights
 Gain insights into your customer data
 Segment and create optimal target groups
Better understand your customers to
create targeted and personalized
campaigns that they will value
 Leverage high volume segmentation capabilities
Key Benefits
 Increase conversion rates and revenue by reaching
customers and offering them products based on their needs
 Enhance marketing productivity by creating target
groups on millions of customers very quickly
 Reduce campaign execution costs by creating
campaigns for most relevant customers and increase ROI
Customer Examples
26
High Volume Customer Segmentation with BW and BW-A
EHP2 for SAP CRM 7.0
Native Access to BW in High
Volume Scenarios
 Based on BW/BWA
 Aggregation on the fly whilst segmenting
 Data Uploads no longer required
 Segmenting on most recent data
New Analytical Features
 Treemaps to visualize key figures in a
multidimensional way
 System based proposal of filter ranges
UI Enhancements
 Drag & Drop from chart to staging area &
apply as filter
 Dynamic attribute hierarchies
 Enhanced F4 Help to find filter values
 Execution Plan
28
SAP HANA for Big Data Marketing
Breakthrough innovation with in-memory computing
In-memory computing is a technology that analyses massive quantities of data in
local memory so that the results of complex analyses and transactions are
available at your fingertips – and business decisions can be executed without delay
With in-memory technology integrated
in your business, you’ll see immediate benefits
Gain Real-Time – know it when it happens
Go Deeper – ask any question on any data
Act Broadly – manage large volumes of data
Run Faster – analyze at the speed of thought
Get Flexibility – eliminate pre-fabrication requirements
 SAP HANA is the fastest growing product at SAP in its history
 We leverage this groundbreaking technology to address the
top concern of CMOs around the globe: BIG DATA
32
35M customers in US
60x faster performance
33
Options for HV SAP CRM Customer Segmentation
Option
Components
Target Market
Availability (CRM)
SAP HANA Accelerator*
SAP CRM EhP1 SP06,
NW 7.02 SP10
SAP HANA 1.0
Customers with high
volumes of data and no
SAP BW involved
GA since Nov 2011
SAP BW-Accelerator
(BW-A)
SAP CRM EhP2 SP03
SAP BW 7.30 SP04
SAP BW-A 7.20 v8
Customers with high
volumes of data and
SAP BW involved that
currently have no plans
for BW powered by SAP
HANA
GA since May 2012
SAP BW powered by
SAP HANA
SAP CRM EhP2 SP03,
SAP BW powered by
SAP HANA
Customers with high
volumes of data and
SAP BW involved with
plans for BW powered
by SAP HANA
GA since May 2012
*RDS available
34
Rapid Deployment Solutions
Software
SAP RAPID DEPLOYMENT
SOLUTIONS
Content
SAP best practices, templates and tools
make solution adoption easier
Software
Service
Quickly address the most urgent business
processes
Content
Enablement
Enablement
Guides and educational material speed
end user adoption
Service
Fixed scope and price provides maximum
predictability and lowers risk
Confidential
35
Rapid Deployment Solution for Marketing:
SAP Customer Segmentation Accelerator
Segmentation at the Speed of Thought
The power of SAP HANA combined with SAP Customer Relationship
Management allows your marketing department to analyze and segment in ways
that were previously unimaginable. It provides complete customer data,
enables deep customer insights, and empowers marketers to process high
volumes of customer data at unparalleled speeds.
Real Time Customer Data
 Leverage latest customer information
 Improve segmentation accuracy
 Make confident business decisions
Deep Insights Discovery
 Enable 1:1 Marketing
 Identify hidden trends
 Provide best offers for customers
Accelerate business impact
 Increase marketing agility
 Streamline marketing processes
 Empower marketers
Confidential
36
Decide and Execute
Marketing Loyalty and
Campaigns
Loyalty Management
Build a profitable and loyal customer base
Solution Highlights
 Enable multi-channel customer-centric loyalty strategy
 Flexible rewards platform
 Leverage partner network
Build long-term customer loyalty
with multichannel customer-centric
strategies
Key Benefits
 Increase marketing ROI by leveraging customer insight to
deliver targeted offers
 Increase Customer Engagement by enabling more
opportunities to participate in the loyalty program
 Increase customer satisfaction and reduce customer
churn rate by delivering a superior customer experience
Customer Example
38
Loyalty Management
Functional Overview
Program Execution
Program Design & Setup
Program
Management
Partner
Management
Reward Rules
Management
Membership
Handling
Processing
Engine
Tier Management
Robust Rule
Modeling
Partnership
Handling
Membership
Models
Membership
Benefits
High Volume
Processing Engine
Points
Management
Version
Management
Member
Registration by
Partner
Member Tier
Management
Voucher
Handling
Online Member
Activity Processing
Tier based Point
Expiration
Template & Expert
mode maintenance
Buying/Selling
Points to Partners
Member
Activities
Temporary
Card Handling
Batch Member
Activity Processing
Program Creation
Rule Scheduling
Partner Billing
Member Profile
Maintenance
Benefits
Partner
Sponsorship
Earn Points for
Partner Products
Point Account
Management
Point Expiration
Processing
Dynamic Attributes
Campaign
Integration
Redeem Points for
Partner Product
Loyalty Card
Handling
Simulation of Rule
Processing
Outbound
Correspondence
Tier Evaluation
Processing
Integrate / Collaborate
Loyalty API
Connectivity
Sales Order
Integration
© 2012
2011 SAP AG. All rights reserved.
IC
Integration
Web Channel
Integration
PCM
Integration
POS
Integration
Loyalty
Analytics
Customer
39
4M loyalty members
+37% revenue in 2010
Confidential
40
Loyalty Campaign (Example)
Leveraging Loyalty Program information within Campaigns
41
Multi-Channel Campaign Management
Orchestrate coordinated customer interactions across channels
Solution Highlights
 Comprehensive Campaign Planning and Development
 Integrated customer interaction channels for multichannel
campaign execution
 Automated campaign execution to support dialog marketing
(campaign automation)
Streamline the campaign planning,
development and execution
processes across all interaction
channels
Key Benefits
 Treat customers consistently across the enterprise to
increase marketing success and customer satisfaction
 Build customer intimacy with every interaction by making
all follow up interactions relevant
 Increase customer conversion and response rates by
providing the right information through the right channels at
the right times
Customer Examples
42
Integrated Marketing Permissions
Permission per Communication Channel
 Marketing permissions per communication channel, such as telephone or e-mail
 Available for Accounts, Contacts and Marketing Prospects, also supported for import & update
scenarios via External List Management
 SAP CRM marketing processes can be designated as Opt-In or Opt-Out processes
 Permissions are checked marketing processes like segmentation, campaign execution and in related
activities like Interaction Center processes
Benefits
 Increases effectiveness of marketing
 Increases customer satisfaction
 Reduces costs caused by violations of country-specific
regulations (fees for Cold Calls!)
43
High Volume Campaign Execution
Starting with CRM7.0, campaign execution has been enhanced to address high
volumes of business partners and marketing prospects.
Two Execution Channels for High Volume
 High Volume File Export: CSV generation
 High Volume Email: CSV generation plus e-mail with placeholders for attributes
44
CRM Marketing allows integration with 3 rd Party Marketing
Solutions (Example)
Define & execute high-volume campaigns in CRM while the actual e-mail
authoring and sending process is done externally, e.g. by an on-demand e-mail
services provider.
T his presentation and SAP„s strategy and possible future developments are subject to change and may be changed by SAP at any time for any reason without notice. T his document is
provided without a warranty of any kind, either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a particular purpose, or non-infringement
45
Complement Example
Enhanced Campaign Management with ExactTarget
Business Benefits
Drive relevant messaging to
customers through multiple
execution channels (incl. Social and
Mobile)
Get a 360º view of the customer
including behavioral data through
integrated tracking
Simplified campaign development &
execution
View and act on campaign
performance data that feeds back
into planning
46
Simplified Campaigns
47
Social Media Cockpit – Twitter Example
Listen, identify, react from CRM
SOCIAL MEDIA COCKPIT

CUSTOMER CHALLENGES
– Serve consumers, who are embracing social media at an
alarming rate
– 360 degree view/understanding including social media
– Improve operational efficiencies and own customer experience
– Find new innovative channels to engage with customers
CUSTOMER BENEFITS
– Effectively mine conversations in millions
– Delight them by triggering core SAP CRM processes
– Empower decision makers with 360 degree view of CRM
content together with social networks content
– Improved customer service and customer channels
– Innovative way to gather Voice-of-the-customer


–
–
–
DELIVERY
Involvement of GDC :
20
Implementation duration: 60
Customer impl. effort:
10
© 2012
Customer Service
• Can search for tweets that provide feedback on a service or
product
• Filter tweets on Sentiment (Sentiment Analysis) to address
critical issues on priority
• Reply to the customer by posting a tweet in response
• Create Service Ticket to address the customer complaint
against the tweet
• Can monitor the progress of customer service through
Service dashboard
• View the variations in Customer Sentiment
• Report the status/progress to higher authorities /
management within the organization.
Marketing
• Create Marketing Campaign
• Post the Marketing Campaign as a tweet
• Can monitor the effectiveness of a Marketing Campaign
• Can perform comparison of Marketing Campaigns
Customer
48
Campaign Management integration – Facebook Example
Post Campaigns from CRM
MARKETING TO FACEBOOK
Facebook Connector
 Authorization engine
 Connection to Facebook API engine
 Send Facebook Wall posts
Marketing Campaigns
 Send messages to Facebook
 Integration into CRM Campaign
Management
 Enabling of product and image campaigns
 Integrate hyperlinks
 Flexible usage of different communication
channels possible
49
Loyalty Management integration – Facebook
Reward your loyal customers for self-service and word-of-mouth marketing
TRUE CUSTOMER LOYALTY
© 2012
Customer
50
Measure Marketing
Performance
Marketing Performance Management & Analytics
Gain insights into marketing effectiveness and drive better decision making
Solution Highlights
 Pre-built Marketing Performance Dashboards and BW
Reports
Gain actionable insights to drive
intelligent decisions
 Interactive CRM reports for short term reporting
 Customer analytics to gain insights into customer profiles,
purchase behaviors, profitability, and segments.
Key Benefits
 Accurately predict and plan campaigns, and improve
campaign response rates
 Provide complete insights into budget situation and
campaign performance
 Measure results and support marketing revenue
contributions
Customer Examples




Hyundai
Agilent Technologies
Heineken
Beam Global Spirits & Wine
52
SAP CRM Marketing
Role-Based Analytics Dashboards
53
Leading companies use SAP marketing
…and their customers are becoming strong advocates
T his presentation and SAP„s strategy and possible future developments are subject to change and may be changed by SAP at any time for any reason without notice. T his document is
provided without a warranty of any kind, either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a particular purpose, or non-infringement
59
Future Direction
Overview for LoB Marketing – Planned Innovations
Audience Discovery and Targeting
Predictive
Analytics
Digital Marketing Hub
WebAnalytics
SAP RDS
SAP HANA
Market Research Database
(Find Grid)
Consumer
Insights &
Targeting
Digital/
Mobile
marketing
Consumer Mobile
Marketing
Social Content
Marketing
Campaign
Portfolio Optimization
Marketing
Performance
Management
Marketing
Resource
Management
Enhancements
Marketing Planning
(Annual Planning)
'SAP for Advertisers’
(Media Planning & Procurement)
Marketing Mix/Spend
Optimization
Collaboration
(SAP StreamWork)
FUTURE DIRECTION
63
Are you considering implementing SAP CRM or upgrading
your current SAP CRM implementation?
NOW YOU HAVE THE OPPORTUNITY TO TEST DRIVE SAP CRM 7.01
AND EXPLORE ITS POTENTIAL TO CREATE GREAT CUSTOMER AND
USER EXPERIENCES – FREE FOR 30 DAYS
Get Your PERSONAL FREE ACCESS to a live SAP CRM 7.01 test drive system today!
Experience Sales, Service and Marketing functionality based on SAP CRM RDS
Discover the web-based User Interface and how easy it is to tailor it to your needs
SIGN UP TODAY @ www.sap.com/mk/get/crmtestdrive
64
Weitere Informationen
Service Marketplace
 SAP CRM Upgrade: http://service.sap.com/upgrade-crm
 SAP Upgrade Services: http://service.sap.com/upgradeservices
 SAP CRM: http://service.sap.com/crm
 SAP CRM Ramp-up Knowledge Transfer (RKT): http://service.sap.com/rkt-crm
 Partner Shipment via Partner Portal:
http://service.sap.com/partnerportal/rampup
Weitere Quellen
 SAP Web: http://www.sap.com/crm
 Help Portal: http://help.sap.com/crm
 SAP Solution Browser: http://www.sapsolutionbrowser.com
65
SAP CRM Upgrade in der Praxis
Agenda
Häufige Fragen in einem Upgradeprojekt
Upgradepfade zu SAP CRM 7
Neuimplementierung als Alternative
Typische Schritte in einem Upgradeprojekt
Unterstützung durch SAP Consulting
Tipps für Ihr Upgrade
67
Häufige Fragen in einem Upgradeprojekt
Wie kann ich unser System
aktualisieren?
Was ist die beste
Herangehensweise für unser
System?
Wie gehe ich mit
kundeneigenen
Entwicklungen um?
Welche Vorteile und
Verbesserungen bringt
das neue SAP CRM 7 für
meine Prozesse mit?
Wie kann ich diese
unseren Benutzern zu
Verfügung stellen?
Welche Aufwände und
Kosten entstehen?
Wie kann ich mit einem
Upgrade zusätzlich auch
noch Kosten sparen?
68
Upgradepfade zu SAP CRM 7
 SAP bietet einen direkten Upgradepfad für Kunden mit einem SAP CRM 4.0
(inklusive 2004 Edition), SAP CRM 2005 (CRM 5.0), SAP CRM 2006s/2 (CRM 5.2) und
SAP CRM 2007 (CRM 6.0)
 Für Kunden mit einem SAP CRM <4.0 (nicht abgebildet) oder SAP CRM 5.2 werden
indirekte Upgradepfade angeboten.
 Die Adaption der neuen UI-Technologie (SAP CRM WebClient UI) erfolgt nach dem
technischen Upgrade
CRM 4.0
Adaption des SAP CRM WebClient UI
CRM 5.0
CRM 5.1
CRM 5.2
CRM 5.2
CRM 7
CRM 2007
69
Neuimplementierung als Alternative
SAP CRM Rapid Deployment Solution - Modulare Beratungspakete als Baukastensystem
In Einzelfällen ist eine Neuimplementierung dem technischen Upgrade vorzuziehen.
Dieses kann durch den Einsatz von SAP CRM Rapid Deployment Paketen beschleunigt werden.
SAP CRM RDS
für Marketing
SAP CRM RDS
für Vertrieb
Lead Management
Opportunity und Pipeline
Performance Management
Kam pagnenmanagement
Integriertes ERP-Angebotsund Auftragsmanagement
SAP CRM RDS
für Service
Interaction Center Serviceanforderungsabwicklung
SAP CRM Basis
SAP CRM Kernsystem
Account- und
Kontaktmanagement
Aktivitätenmanagement
Interaktives CRM-Reporting (optional)
* Preise zzgl. MwSt. und Nebenkosten
einzelnes Paket
70
Typische Schritte in einem Upgrade-Projekt
6
Go-Live
5
1
Test- &
Abnahme
Evaluierung
4
2
Funktionales
Upgrade
Planung
3
Technisches
Upgrade
71
Unterstützung durch SAP Consulting
Evaluierung
Planung
Technisches
Upgrade
Funktionales
Upgrade
Test- &
Abnahme
Go-Live
Quick
Upgrade
Analysis
Upgrade and
Migration
Assessment
Services zum Festpreis
Technical
Upgrade
Service
Solution Migration
Upgrade Architekt / Coach (funktional und / oder technisch)
Quality Assurance
72
Tipps für Ihr Upgrade
 Informieren Sie sich ausführlich über neue Funktionalitäten und Möglichkeiten mit
SAP CRM 7
– Nehmen Sie an den Webinaren zu SAP CRM 7 teil
– Nutzen Sie die Informationen im Service-Marktplatz
– Nutzen Sie das Schulungsangebot der SAP Education und der SAP Consulting
– Nutzen Sie das Test Drive Angebot um SAP CRM 7 live kennenzulernen
 Setzen Sie bei einem Upgrade auf erfahrene SAP CRM 7 Experten
 Ersetzen Sie kundeneigene Entwicklungen (auch Modifikationen) durch neue
Standardfunktionalitäten
– Sparen von internen Wartungskosten (z.B. bei SP-Einspielung)
– Verringern der Systemkomplexität
– Sicherung der Innovationsfähigkeit durch die Verwendung von Standardobjekten
73
Fragen
&
Antworten
Kontaktdaten:
Inge Breuer
SAP AG
Inge.breuer@sap.com
Jürgen Kieser
SAP Deutschland AG & Co.KG
Juergen.kieser@sap.com
?
Vielen Dank!
Kontaktdaten:
Inge Breuer
SAP AG
Inge.breuer@sap.com
Jürgen Kieser
SAP Deutschland AG & Co.KG
Juergen.kieser@sap.com
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w arranty whatsoever relating to third-party Web pages.
SAP, R/3, SAP NetWeaver, Duet, PartnerEdge, ByDesign, SAP BusinessObjects Explorer,
StreamWork, and other SAP products and services mentioned herein as w ell as their
respective logos are trademarks or registered trademarks of SAP AG in Germany and other
countries.
76
© 2012 SAP AG. Alle Rechte vorbehalten.
Weitergabe und Vervielfältigung dieser Publikation oder von Teilen daraus sind, zu
welchem Zweck und in welcher Form auch immer, ohne die ausdrückliche schriftliche
Genehmigung durch SAP AG nicht gestattet. In dieser Publikation enthaltene Informationen
können ohne vorherige Ankündigung geändert werden.
Google
Google
Google
Marken
Die von SAP AG oder deren Vertriebsfirmen angebotenen Softwareprodukte können
Softwarekomponenten auch anderer Softwarehersteller enthalten.
INTERMEC ist eine eingetragene Marke der Intermec Technologies Corporation.
Microsoft, Windows, Excel, Outlook, und PowerPoint sind eingetragene Marken der
Microsoft Corporation.
Bluetooth ist eine eingetragene Marke von Bluetooth SIG Inc.
IBM, DB2, DB2 Universal Database, System i, System i5, System p, System p5, System x,
System z, System z10, z10, z/VM, z/OS, OS/390, zEnterprise, PowerVM, Power
Architecture, Power Systems, POWER7, POWER6+, POWER6, POWER, PowerHA,
pureScale, PowerPC, BladeCenter, System Storage, Storwize, XIV, GPFS, HACMP,
RETAIN, DB2 Connect, RACF, Redbooks, OS/2, AIX, Intelligent Miner, WebSphere, Tivoli,
Informix und Smarter Planet sind Marken oder eingetragene Marken der IBM Corporation.
Linux ist eine eingetragene Marke von Linus Torvalds in den USA und anderen Ländern.
Adobe, das Adobe-Logo, Acrobat, PostScript und Reader sind Marken oder eingetragene
Marken von Adobe Systems Incorporated in den USA und/oder anderen Ländern.
Oracle und Java sind eingetragene Marken von Oracle und/oder ihrer
Tochtergesellschaften.
UNIX, X/Open, OSF/1 und Motif sind eingetragene Marken der Open Group.
Citrix, ICA, Program Neighborhood, MetaFrame, WinFrame, VideoFrame und MultiWin
sind Marken oder eingetragene Marken von Citrix Systems, Inc.
HTML, XML, XHTML und W3C sind Marken oder eingetragene Marken des W3C®,
World Wide Web Consortium, Massachusetts Institute of Technology.
Apple, App Store, iBooks, iPad, iPhone, iPhoto, iPod, iTunes, Multi-Touch, Objective-C,
Retina, Safari, Siri und Xcode sind Marken oder eingetragene Marken der Apple Inc.
IOS ist eine eingetragene Marke von Cisco Systems Inc.
RIM, BlackBerry, BBM, BlackBerry Curve, BlackBerry Bold, BlackBerry Pearl, BlackBerry
Torch, BlackBerry Storm, BlackBerry Storm2, BlackBerry PlayBook und BlackBerry App
World sind Marken oder eingetragene Marken von Research in Motion Limited.
App Engine, Google Apps, Google Checkout, Google Data API, Google Maps,
Mobile Ads, Google Mobile Updater, Google Mobile, Google Store, Google Sync,
Updater, Google Voice, Google Mail, Gmail, YouTube, Dalvik und Android sind
oder eingetragene Marken von Google Inc.
Wi-Fi ist eine eingetragene Marke der Wi-Fi Alliance.
Motorola ist eine eingetragene Marke von Motorola Trademark Holdings, LLC.
Computop ist eine eingetragene Marke der Computop Wirtschaftsinformatik GmbH.
SAP, R/3, SAP NetWeaver, Duet, PartnerEdge, ByDesign, SAP BusinessObjects Explorer,
StreamWork, SAP HANA und weitere im Text erwähnte SAP-Produkte und Dienstleistungen sowie die entsprechenden Logos sind Marken oder eingetragene Marken
der SAP AG in Deutschland und anderen Ländern.
Business Objects und das Business-Objects-Logo, BusinessObjects, Crystal Reports,
Crystal Decisions, Web Intelligence, Xcelsius und andere im Text erwähnte BusinessObjects-Produkte und Dienstleistungen sowie die entsprechenden Logos sind Marken
oder eingetragene Marken der Business Objects Software Ltd. Business Objects ist ein
Unternehmen der SAP AG.
Sybase und Adaptive Server, iAnywhere, Sybase 365, SQL Anywhere und weitere im Text
erwähnte Sybase-Produkte und -Dienstleistungen sowie die entsprechenden Logos sind
Marken oder eingetragene Marken der Sybase Inc. Sybase ist ein Unternehmen der
SAP AG.
Crossgate, m@gic EDDY, B2B 360°, B2B 360°Services sind eingetragene Marken der
Crossgate AG in Deutschland und anderen Ländern. Crossgate ist ein Unternehmen der
SAP AG.
Alle anderen Namen von Produkten und Dienstleistungen sind Marken der jeweiligen
Firmen. Die Angaben im Text sind unverbindlich und dienen lediglich zu Informationszwecken. Produkte können länderspezifische Unterschiede aufweisen.
Die in dieser Publikation enthaltene Information ist Eigentum der SAP. Weitergabe und
Vervielfältigung dieser Publikation oder von Teilen daraus sind, zu welchem Zweck und
in welcher Form auch immer, nur mit ausdrücklicher schriftlicher Genehmigung durch
SAP AG gestattet.
2

SAP CRM Lösungen für das Marketing – eine

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