Customer Relationship Management

SAP AG 2001, mySAP SCM Business View 1

Focus: Linteraction Client

Enterprise

Face-Face

Canaux

Contact
(Centre)
Clients

Internet

SAP AG 2001, mySAP SCM Business View 2

Grer le cycle de vie de la relation client

Identify,
comprehend and
develop customer
relationship

Continue to
manage and
provide value to
the relationship
Mobile Service
Internet Self Service
Customer Interaction
Centre
Mobile Workplace

Campaign Mgt.
Marketing Planning
Marketing Analysis
Internet Marketing

Client
Billing & A/R
Order Mgt.
Supply Chain Mgt.

Order to cash
deliver product or
service

SAP AG 2001, mySAP SCM Business View 3

Customer Interaction
Centre
Available to Promise
Mobile Sales
Internet Sales

Build relationship
matching individual
customer needs with
products and services

CRM: Customer Relationship Management

Analytique
Mobile

Telephonie

Internet

Operationel

SAP AG 2001, mySAP SCM Business View 4

Collaboration

Supply Chain Management

SAP AG 2001, mySAP SCM Business View 5

SAP AG 2001, mySAP SCM Business View 6

Ques-ce que SCM ?

Ques - ce que le SCM ?

Client

Distributeur

Plus que bouger la boite de A vers OEM

B!

Le Supply Chain Management

a volu vers
des outils
EDI
INTERNET
stratgiques supportant lintgration et la visibilit
totale
Contract
de la demande et de loffre
E-Maildans tout lenvironnement.
Manufacturer
Sous-traitant

Le Supply Chain Management est devenu un outil

facilitant le succs dun rseau
MS
Excel

Raw Material
SAP AG 2001, mySAP SCM Business View 7

Fournisseur primaire

SAP AG 2001, mySAP SCM Business View 8

Levolution

Evolution
Vertically
integrated
company
Single Company
Internal Integration
Proprietary systems

Cost reduction
and efficiency through
integration of business
processes

Inter-Enterprise
Co-operation
Multiple Strategies
Multiple Companies
Little Integration

Improved
effectiveness through
cooperation &
communication along
the supply chain

The Internet Revolution

SAP AG 2001, mySAP SCM Business View 9

Collaborative
Business
Multiple Companies
Openness
Integrated business
processes

Value creation
through Networks

Les drivers

Le client final devient

lunique source de la
demande
Les produits et services sont
compltement configurable
et adaptables

Focus: les comptences

core
La mesure des entreprise:

La valeur Total du
rseau

SAP AG 2001, mySAP SCM Business View 10

Les contraintes
What do you do when you are capacity constrained?
Lose Sales

28%

Reallocate Production

30%

Outsource

32%

Work overtime

38%

Biggest Problems with Global Manufacturing

Supply short falls

18%

Poor communication

24%

Inaccurate demand forecasting

36%

Poor visibility into plant operations

0%

20%

38%

Survey of the 50 Largest

Manufacturing Companies

40%
Forrester Research 2000

SAP AG 2001, mySAP SCM Business View 11

SCM: Les maux daujourdhui:

Tier-to-tier demand focus

Batch/annual communication
(phone/fax/EDI)
One-to-one information sharing
Unsynchronized planning
cycles
Assumption-based planning

SAP AG 2001, mySAP SCM Business View 12

La Solution: Un Rseau
Le Rseau:
Adaptive Supply Chain Network
Transformation!
Service
Providers
Raw Material
Suppliers Real-Time

Retailers

Customer
Alignment

La chane aujourdhui:
Squentiel

SAP AG 2001, mySAP SCM Business View 13

Intermediate
Manufacturers/
Distributors
Suppliers
Manufacturers/
Suppliers

SCM: Le rseau

SAP AG 2001, mySAP SCM Business View 14