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8 Sep 2013

26, 2013 HANGZHOU, China, Aug. 26, 2013 /PRNewswire/ --AHuawei, a leading global information and communications technology (ICT) solutions provider, announced today its eSpace Contact Center V2 solution has recently achieved certified integration with the SAPA Customer Relationship Management (SAP CRM) 7.0 application. The eSpace CC solution delivers a wide range of functions for contact center management, including intelligent call routing, multimedia call access, and automatic call distribution. To enhance eSpace CC, Huawei is building strong cooperative relationships with leading providers in different fields, including SAP. By offering a suite of integrated services for enterprises of all sizes, eSpace CC now plays a key role in helping companies deliver customer-centric services and promote their products. Companies who use eSpace CC as the software foundation for their contact centers have more than a basic customer service center and can use the Huawei software to establish a value-added service center, a marketing-targeted center, and a profit center. Huawei's eSpace CC solution uses a cloud-based agent system that supports rapid resource scalability, ease of access, and on-demand usage.
For the original version including any supplementary images or video, visit http://www.afterdawn.com/news/press_releases/press_release.cfm/57349/huawei_next-generation_contact_center_software_has_certified_integration_with_sa

SAP's Strategy For The CRM Battle

While the goals of the current product are relatively modest by the overarching breadth of the CRM acronym Sales OD is targeted at enabling the sales team, and does not include marketing or other adjunct functionality the result is a solid first salvo over the bow of the current on-demand champion, Salesforce.com, and the main contender, Microsofts Dynamics CRM. The key component that makes Sales OD stand out is its implicit support of sales team collaboration. As I wrote here, SAP had the analysts play, literally, with Sales OD in order to give us a sense of how it works. It was clear from the game that Sales OD was designed from the get-go to be a collaborative sales tool, as opposed to having collaborative features glommed on as part of an enhancement release. This collaboration is enhanced by support for content access, analytics, and other key features that round out a pretty good looking CRM tool. But what is under the hood is perhaps even more significant, insofar as it gives us a glimpse into a broad-based SAP strategy that will give Sales OD users and partners access to a large portfolio of functionality that will truly challenge Salesforce, and provide a potent rivalry to Microsofts plans for Dynamics and its Azure on-demand platform. The secret sauce for Sales OD comes in the form of an even tighter connection to SAPs Business ByDesign than had been previously intimated. ByD has become not only the platform for Sales OD and SAPs other present and future on-demand applications, but the functionality in ByD all the non-CRM, ERP stuff that ByD is designed to do will be made available via a forthcoming software development environment that is similar to the SDK SAP released last year. That makes it possible to extend Sales OD to include direct process and data integration with the rest of the ByD stacks individual on-demand processes, making it the kind of deeply integrated CRM/ERP application that Salesforce has to partner to deliver. This on-demand integration will be in addition to direct integration to the on-premise SAP Business Suite.
For the original version including any supplementary images or video, visit http://www.enterpriseirregulars.com/32741/sap-crm-sales-on-demand-heads-to-market/

Upgrading to SAP CRM 5.0: Tips for success

So for us, a sales guy should not only be in a position to look at all the dimensions of sales force automation and make effective sales, but he can also make a promise to his customers when the ultimate delivery will happen. My view of the market is that you have the Software as a Service players offering commodity solutions for individuals and small businesses. Salesforce.com and NetSuite are doing well here, but SAP is after them with SAP Business by Design and our other on demand offerings. Then you have the middle market where the comprehensive suites like SAP CRM, and offerings from Oracle and other specialist players do battle with the SaaS players. At the top of the market, for the largest companies, SAP CRM is the right solution if you want help creating an end-to-end process to provide a differentiating customer experience. So are you ceding the middle market to the SaaS companies? Absolutely not. If you are a lone wolf salesman or a 10-person company, SAP CRM is not right for you. Personally, I recommend SAP Business by Design and our solutions for the [small and medium enterprises]. But if you are a company that wants to organize the work of hundreds or thousands of people so that everyone can see what is happening to provide a superior customer experience, I think we are far stronger than the competition for the mid market and for the top end. With the SaaS solutions, you have a narrow range of functions.
For the original version including any supplementary images or video, visit http://www.forbes.com/2010/10/11/salesforcecom-oracle-crm-technology-cio-network-sap.html

SAP Gets to the Core of CRM

See the strengths and weaknesses below. SAP CRM Strengths SAP CRM is stronger than Siebel in terms of tighter integration with its back-end ERP system. Tighter integration in sales, service and logistics is also an inherent strength of SAP CRM with SAP ERP. SAP has a deep knowledge of manufacturing and engineer industry verticals. In addition, SAP BW -- SAP's BI application -- integrates seamlessly with SAP ERP and SAP CRM, while comprehensive reporting is almost out-of-box as well. SAP CRM also has the obvious strength when it comes to customers who are already running an SAP shop. Weaknesses SAP has not made significant in roads into the non-SAP ERP customer base. SAP CRM customers are mostly clients who have the SAP ERP installed base. SAP also has to strengthen vertical industry solutions. Siebel CRM Strengths Siebel CRM has the upper hand in the depth and breadth of their CRM applications.
For the original version including any supplementary images or video, visit http://searchcrm.techtarget.com/answer/SAP-CRM-and-Siebel-CRM-a-side-by-side-comparison

SAP emphasizes customer “experience” for CRM

Business Partners: customers, resellers and vendors including profiles, contact summary, account balances, and sales pipeline analysis. Bank Transactions: cash receipts, check writing, deposits, advance payments, credit card payments, and bank reconciliation features. Warehouse Management: inventory levels, item management, price lists, special price agreements, transfers between warehouses, and stock transactions. Final Assembly: multilevel bill-of-materials, work orders, product and material availability. Controlling: profit centers and overhead absorption factors as well as generate profit and loss reports for each center. Reporting: customer and supplier debt, sales, cash flow, customer-contact summaries, bookkeeping, warehouse stock, financial statements, pricing, and customer activity. SAP Business One is built to allow business managers to run their entire business from their desktop, viewing customer, partner, sales and inventory information as they relate to other business activities and not merely as a freestanding CRM application, Shamia said. While the previous version of Business One did feature some CRM capabilities, the new version expands the offerings to include service contract management, planning, and tracking as well as management of service sales opportunities. Tying service to sales and accounting is an important aspect of Business One, according to Shamia. He cites this example: A customer calls for support, but the CRM software shows that he owes money.
For the original version including any supplementary images or video, visit http://www.smallbusinesscomputing.com/biztools/article.php/3110261/SAP-Gets-to-the-Core-of-CRM.htm

SAP CRM Sales On-demand Heads to Market

To be successful, SAP must sharpen the messaging and demonstrate significant new CRM capabilities and business value based on a customer experience approach. Enterprise and public sector IT managers who are current SAP customers or in CRM procurement projects should engage SAP in discussions of how customer experience will be translated into real functionality, and in what time frame. Customer experience was the CRM focus at the SAP Influencer Summit The shift in focus to experience surfaced in formal presentations and informal conversations that Ovum analysts had with executives. The new messaging was supported by a recently published book, The Customer Experience Edge, by Reza Soudagar, Vinay Iyer, and Volker G Hildebrand. The authors are all VPs in SAPs CRM group and have long experience at many CRM vendors. However, SAPs CRM website has not been modified to reflect experience, and still focuses on traditional CRM messages. As best as Ovum can determine from the early external link discussions, customer experience looks to shift the software from a functionality focus on making the company more efficient to enhancing customer loyalty by creating a system that drives reliability, relevance, responsiveness, and convenience for the customer.
For the original version including any supplementary images or video, visit http://ovum.com/2012/01/18/sap-emphasizes-customer-experience-for-crm/

SAP CRM and Siebel CRM -- a side-by-side comparison

A direct upgrade is supported from CRM 3.0, CRM 3.1 and CRM 4.0 to CRM 5.0. 2. Follow the SAP upgrade roadmap from your current version to CRM 5.0. SAP provides a detailed roadmap with technical and functional upgrade details. 3. If you are using a CRM 4.0 Service Industry Add-on, the retrofit is handled automatically. 4. IPC is no longer a separate installation but it is part of the SAP Application Platform (AP). 5. All e-commerce functionalities are bundled in Java CRM (JCRM). 6.
For the original version including any supplementary images or video, visit http://searchcrm.techtarget.com/answer/Upgrading-to-SAP-CRM-5-0-Tips-for-success



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