Tip Doctor, Insider Learning Network.
This SAP CRM tip comes courtesy of Manoj Kumaran, Accrete Solutions, who spoke at our CRM 2011 event.
- SAP CRM Web Channel offers capabilities for an online presence for organizations
- The solution provides capabilities for Sales, Marketing, and Service functions to be available online
- Increased rate of consumer search activity and information search speed requires high performance Web stores
- Consumer focus on readily available information and price
- Evolving search landscape requires adjustments in optimizing your search
- Consumer expectations of Web stores being device independent
- Widespread adoption of handheld e-commerce apps
- Customers expect Web interaction with a company to be available regardless of system or device used for access
- Increased consumer data capture requires more precise market segments and parallel marketing activities
- Online Performance and Shopping Experience Leaders
- www.amazon.com
- www.apple.com
- www.walmart.com
- www.buy.com
- www.bestbuy.com
- www.tigerdirect.com
- www.macys.com
- www.newegg.com
- www.smartbargains.com
- www.overstock.com
- www.williams-sonoma.com
- SAP Web Channel solutions are typically implemented in two ways
- SAP Scenario – Complete SAP solution with Web Channel on SA{ CRM/SAP ERP backend
- Involves implementing SAP CRM B2C and B2B shops using Web Channel and integrates to SAP ERP for order fulfillment and invoicing
- Availability of Adobe Flex and AJAX technologies are allowing customers to build stores that enhance the brand
- Hybrid Scenario – Custom or 3rd party Web shop interfacing with SAP backend
- Involves use of RFC or Web services to communicate with SAP CRM for catalogs, prices, and order information
- Web stores that have significant content available to customers seem to prefer this solution
