SAP CRM for Retail Industry

[Former Member]

Hello Gurus,

I would like you to share the concepts of SAP CRM for Retail Industry. I need to explain to my customer, what SAP CRM alone can provide to Retail Industry and how it differs from standard IS Retail. Briefly some concepts of SAP CRM to Retail Industry.

Looking forward to quick response.

Thanks and regards,

Anup Bansal

9198209 81852

[Former Member]

Hi Gurus,

We know that we can run loyalty management using the SAP CRM 7.0 Version, but as we are discussing about Retail... where in Loyalty management in SAP Retail POS, is the Key Business process we need to integrate with SAP CRM.

But can any one answer how exaclty we can integrate this loyalty management and what exaclty the process for that..

Thanks In advance..

Regards,

Sivasankar.U

SAP CRM & SAP POS, POSDM Consultant.

[Former Member]

Hello Sivasankar,

we have an scenario with SAP CRM in 7.0 EPh3 and SAP Retail with POS DM. The Consultant people from SAP Retail configure the scenario with the best practice  733: Store Connectivity with condition types Bonus Bay.

The question is SAP CRM can replicated the same promotion and condition type in an estándar scenario with a trade promotion?.

Thanks in advance.

[Former Member]

The Customer Interaction Lifecycle in Retail

1.Close the loop and Improve

Analysis allows Retailers to evaluate consumer buying and paying behavior and to consolidate this

across multiple channels and systems.To improve further activities the results of the evaluation are

used to control campaign success and costs

Analysis:

Tracking consumer buying and paying behavior

consolidate data across multiple channels and systems

Using test markets

Discovering selling opportunities

Improvements

Launch target group specific campaigns

Cost control

Integration of different channels more effective

2.Marketing planning

Marketing Planning allows Retailers to plan all marketing activities from budget planning to expected returns and apply it to plan and optimize marketing processes and to define a strategy based on empiric data

Business Analytics

Market Plan Analysis

Campaign Reporting & Monitoring

Recency Frequency Monetary Analysis

Customer Behavior Analysis

Customer Lifetime Value Analysis

Planning &Simulations

Market Research

Marketing Plan Development

Marketing Calendar

Resources & Budgets Planning

3.Campaign management

Customer Segmentation allows retailer to create highly targeted segments at the consumer without IT intervention. By dividing your market into different segments, you can provide more personalized product offerings. Companies can create targeted, personalized campaigns across all communication channels, including direct sales, call centers, mail, email, fax, Internet, and mobile devices

Target group selection

Customer Segmentation

Target group optimization

Quick Counts

Segment Deduplication

Time-Dependent Selection

Multiple-Level Selection

Campaign management

Campaign Planning

Marketing Calendar

Campaign Simulation

Resources & Budgets Planning

Personali-zation

Cross/ Up/ Down selling

Dynamic Personalization

Marketing Calendar

Campaign Simulation

Resources & Budgets Planning

4.Channel execution

E-Selling enables the complete sales process to run on the internet. Telesales, for contact centers is focused on outbound or inbound sales activities. Channel Sales enables partners to sell more effectively branded products. POS identification and campaign integration via loyalty cards

5.Customer care

Customer Service & Support enable customer service centers to manage and fulfill commitments to both partners and customers with efficient service planning and execution, by connecting the front office & back office together into One-Office.

Retailer can measure the success of their campaigns, react on the result and improve customer interaction in succeeding processing

Regads,

Siva

[hnmuralidhara]

Dear Anup,

Using CRM, you can handle;

(1) Customer complaints and Customer Satisfaction

(2) Profitablity analytics using BI

(3) Customer analytics using BI

(4) Marketing Campaign

(5) Customer make purchase in Web Shop plus other benefits

Bye,

Muralidhara