CONFERENCE GUIDE Orlando March 22-25

Table of Contents 9 Tips to Increase the Value of Your Conference Experience

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General Information

3

Conference Overview

4

Conference at a Glance

4

Track 1:

Sales, marketing, and customer service at best-run businesses

28

Keynote Address

5

Track 2:

SAP CRM implementations and upgrades

31

Conference Orientation Session

5

Track 3:

Sales

34

Hotel Map

7 Track 4:

Marketing

38

IBM Innovation Center

8

SAP OnDemand Solutions Lab

10

Track 5:

Customer service

40

Thank You to Our Sponsors

10

Track 6:

Reporting and data management

43

Track 7:

E-commerce and online self-service

45

Track 8:

SAP updates and cutting-edge CRM

47

Track 9:

Mobile CRM

51

Track 10:

Social media

53

CRM 2011 Executive Sessions

26

Insider Networking Networking Ribbons

11

Evening Receptions

11

Insider Discussion Forum

11

CRM Expert LIVE Sessions

12

Ask-the-Experts

12

Daily Schedule Jumpstart Day – Monday, March 21

14

Day 1 – Tuesday, March 22

15

Day 2 – Wednesday, March 23

17

Day 3 – Thursday, March 24

19

Day 4 – Friday, March 25

21

Session Descriptions Jumpstart Day

23

CRM 2011 Sessions

26

Sponsored Educational Sessions

54

Solutions Showcase Solutions Showcase Map

55

Exhibiting Companies

56

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9 TIPS TO INCREASE THE VALUE OF YOUR CONFERENCE EXPERIENCE

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1.

Attend any session at CRM 2011, Logistics and Supply Chain Management 2011, Manufacturing 2011, Product Lifecycle Management 2011, or Procurement and Materials Management 2011. (Your conference badge admits you to sessions offered across all five programs.)

2.

Join your peers at a conference orientation session. It familiarizes you with key elements of the event, including its educational sessions, networking forums, Solutions Showcase layout, and more — everything you need to know to get the greatest value from your conference experience.

3.

Take advantage of the Insider Discussion Forums — special sessions where attendees share experiences, tips, tricks, and techniques on a specific topic.

4.

Bring your individual questions to the Ask-the-Experts forums and meet one-on-one or in groups with an on-site expert for help with your toughest challenges. Ask a specific question, get a specific answer.

5.

Visit the SAP booth in the Solutions Showcase to see demos of the SAP® functionality you’ll be learning about in the sessions and glean more insight into how you can do more with your SAP software now and in the future.

6.

Access and download the conference materials — sign up for a free membership to Insider Learning Network at www.insiderlearningnetwork.com and access all the session materials from all five conferences through your account. To learn more and to register for Insider Learning Network on site, please visit the Insider Learning Network kiosk in the Convention Foyer.

7.

Speak with the leading third-party vendors about their ideas for optimizing your SAP infrastructure.

8.

Important! Many speakers at this event are regular contributors to SAPexperts — the leading knowledgebase for business and IT professionals who work with SAP software. Conference attendees are strongly encouraged to take advantage of this valuable education and update service. Visit the WIS Publishing booth to learn if your company’s subscription to SAPexperts is current or to activate a subscription.

9.

Don’t forget to attend sessions at the IBM Innovation Center for unique perspectives on the latest SAP technologies.

General Information CONFERENCE BADGES

MOBILE DEVICE POLICY

Attendees must wear badges at all times for admission to Jumpstart Day sessions, conference sessions, the keynote address, the Solutions Showcase, continental breakfasts, special events, lunches, refreshment breaks, and networking activities. You can pick up your conference name badge at the registration desk.

For the convenience and consideration of all attendees, we ask that you silence all mobile telephones and pagers while you are in a session.

SMOKING POLICY The Swan and Dolphin is a non-smoking facility; smoking is not allowed anywhere in the building.

REGISTRATION The registration desk is located in the Convention Foyer. Registration hours are: Monday Tuesday Wednesday Thursday Friday

7:30 am – 5:00 pm 7:00 am – 7:00 pm 7:30 am – 7:00 pm 7:30 am – 5:15 pm 7:30 am – 3:15 pm

BUSINESS SERVICE CENTER The 11th Hour Business Center is open from 7:00 am to 7:00 pm Monday through Sunday. It is located on the lobby level of the hotel convention center near the Europe rooms. The Business Center also has a work center that is open 24 hours a day for faxing, printing, and copying.

EMAIL/INTERNET STATIONS

EVALUATIONS We value your comments and feedback. Please fill out the evaluation forms provided at each session and return them to our staff when exiting the session. Also, get your free conference t-shirt by filling out the overall conference evaluation form that will be handed out on Friday and returning it to a staff member at the registration desk.

LUNCHES AND REFRESHMENT BREAKS The conference provides attendees with lunches and refreshment breaks between breakout sessions for all four days of the conference. See the daily schedule for exact times and locations.

We have set up convenient email stations and wireless networking areas. The SSID of “SAPinsider” will be broadcast, but laptops must be configured with an 802.11b card accepting DHCP. The network will always be up, but there may be service interruptions. Please contact your company Network Administrator for wireless connection assistance. For ease of use and maximum functionality, this network is not secured and individuals are responsible for security on their own workstation. Use of mail encryption, anti-virus software, personal fire-wall, and VPN applications is recommended. Technical support is not available for systems. Please report network-related problems to the conference registration desk.

QUESTION, RESEARCH, LEARN, IMPROVE, ACHIEVE. WE CAN HELP YOU ALONG THE WAY. Stop by the WIS Publishing booth in the Solutions Showcase and learn more about our comprehensive resources to help you sustain your competitive edge on SAP solutions all year long.

Add dozens of the world’s top experts to your SAP team without hiring them. Subscribe to any of the 9 SAPexperts knowledgebases to get highly sought-after advice that helps you avoid costly trial-and-error, save time and money, and minimize the effort to get any SAP project done right. A simple keyword search at any of the knowledgebases instantly provides your team step-by-step instruction, troubleshooting advice, and best practices that are more comprehensive than what you’ll find anywhere else on the Web. Purchase a risk-free license to any of the SAPexperts knowledgebases on site and get a free SAP PRESS book of your choice (up to $100 in value)!

Insider Training provides expert education to help you sustain your competitive edge on evolving SAP technologies. Choose from over 40 in-depth Seminars on Demand, all recorded live at SAPinsider’s world-class conferences and seminars and designed to answer your toughest questions. All of the courses from Insider Training provide detailed instruction and practical insights to help you get the most out of your SAP solutions, without the cost of travel or time spent away from work. Stop by the WIS Publishing booth today and receive a $100 discount and a $100 AMEX gift card when you purchase any Seminar on Demand on site.

SAP PRESS is the premier publisher of technical and strategic books for the SAP community, delivering an unparalleled selection of over 250 expert-written titles to help you master SAP technology and complete key projects more efficiently, while avoiding costly errors. We proudly feature dozens of highly detailed reference books and technical guides specifically designed to assist SAP developers, administrators, consultants, and managers with their most important SAPrelated initiatives. Take advantage of our full library today. Purchase books at our on-site store during the conference and benefit from a 10% attendee discount. Plus, spend over $250 and receive a special coupon to save 20% off any additional purchase, valid until two weeks after this event at www.sap-press.com.

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Conference Overview 20 COMPREHENSIVE TRACKS

GOT A CONTENT QUESTION?

Your registration to CRM 2011, Logistics and Supply Chain Management 2011, Manufacturing 2011, Product Lifecycle Management 2011, or Procurement and Materials Management 2011 gives you the option to attend sessions at all five conferences at no additional charge. In total, you can choose from over 250 sessions to customize your learning experience.

Maybe you need a hand deciding which sessions to attend, or maybe you want to know if a specific technology is covered in a session, or maybe you have a different content question — no matter what question you have, the staff at our information booth in the Convention Foyer will give you the answer. So, if you have a question about the content, drop by — that’s why we’re here!

SPONSORED EDUCATIONAL SESSIONS

SOLIDIFY YOUR SCHEDULE USING OUR AGENDA ASSISTANT

Sponsored educational sessions delivered by conference sponsors will provide you with opportunities to learn about customer successes, participate in discussions, and view demonstrations of how vendor products or services can help drive more business value from your SAP solution. These sessions are part of the main conference schedule. See page 54 for more information.

SOLUTIONS SHOWCASE Compare and contrast market-leading solutions and see for yourself how SAP and third-party technologies fit into your IT infrastructure. See pages 55-59 for a complete listing of sponsors and exhibitors.

Take advantage of our newest conference feature! Visit the Agenda Assistant kiosks located in the Convention Foyer to look up sessions, exhibitors, or speakers and build your agenda. You can even save your agenda and adjust it as you go; simply return to the kiosks and make the changes you want. If you built your agenda prior to attending, you can print it by visiting a kiosk and logging in. If you have a smartphone, you can enter http://eventkaddy.com/SAPevent into your mobile Web browser and log in. You can view your pre-built agenda or build a new one, make changes, and have the latest conference information at your fingertips. Visit the registration desk if you have any questions.

Conference at a Glance Jumpstart Day Monday, March 21 7:30 am 9:00 am

12:00 pm 1:15 pm

2:00 pm

5:00 pm

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Conference Tuesday, March 22

Registration opens

7:00 am

Morning Jumpstart sessions

7:45 am

Conference Orientation session

8:30 am

Keynote Address

Lunch Conference Orientation session Afternoon Jumpstart sessions Jumpstart Day concludes

Registration opens

Wednesday, March 23 7:30 am

Continental Breakfast

9:45 am 10:00 am

8:30 am

Refreshment Break Breakout sessions

11:45 am

Lunch

7:30 am

Continental Breakfast

Solutions Showcase opens

10:30 am

Registration opens

Thursday, March 24

Logistics and Supply Chain Management 2011 and Product Lifecycle Management 2011 General Assemblies

Registration opens

8:30 am

Breakout sessions

9:30 am

Solutions Showcase opens

9:45 am

Refreshment Break

10:00 am

Breakout sessions

11:15 am

Refreshment Break

11:30 am

Breakout sessions

10:15 am

Breakout sessions

11:30 am

Refreshment Break

Solutions Showcase opens

11:45 am

Breakout sessions

Solutions Showcase closes

9:45 am

Refreshment Break

1:00 pm

Lunch

10:15 am

Breakout sessions

2:00 pm

Exhibit Hall Last Call

1:00 pm

Breakout sessions

11:30 am

Lunch

2:30 pm

Breakout sessions

2:00 pm

Solutions Showcase opens

2:15 pm

Refreshment Break

1:00 pm

Breakout sessions

3:45 pm

Refreshment Break

2:30 pm

Breakout sessions

1:00 pm

4:00 pm

Breakout sessions

3:45 pm

Refreshment Break

4:15 pm

Breakout sessions

Manufacturing 2011 and Procurement and Materials Management 2011 General Assemblies

5:30 pm

Welcome Reception

2:00 pm

5:45 pm

Ask-the-Experts

Solutions Showcase opens

7:00 pm

Solutions Showcase closes

2:15 pm

Refreshment Break

2:45 pm

Breakout sessions

4:00 pm

Refreshment Break

4:15 pm

Breakout sessions

5:30 pm

Cocktail Reception

Solutions Showcase closes

Solutions Showcase closes

Ask-the-Experts Solutions Showcase closes

Continental Breakfast

Breakout sessions

Refreshment Break

7:00 pm

Registration opens

8:30 am

9:45 am

5:45 pm

7:30 am

Continental Breakfast

Breakout sessions 9:30 am

Friday, March 25

12:45 pm

Lunch

2:00 pm

Breakout sessions

3:15 pm

Conference concludes

Keynote Address Tuesday, March 22 8:30 am – 10:00 am y Pacific Hall C

CRM in 2011: It’s About the Customer Experience As the balance of power has shifted towards the buyer, customer experience has become a critical source of competitive differentiation. Understanding how, and reflecting those insights across business processes to provide an exceptional customer experience is now a top priority for sales, marketing and service executives. In this address, Jujhar Singh, the executive who presides over and sets direction for the SAP CRM solution portfolio, offers a detailed look at these priorities and surprising new statistics on different facets of customer experience and their impact on competitive advantage. This keynote also includes special previews of some of the latest innovations at SAP – on premise, on demand and on device – that can help your company run better and achieve a true 360-degree customer experience.

Jujhar Singh SVP CRM Solutions SAP

Managing Demand: What the Numbers Tell Us The alignment of sales and marketing activity drives a more predictable supply of opportunities through the lowest cost route-to-market with improved customer satisfaction. This keynote offers fresh insights into strategies for achieving this long sought after unification and surprising new statistics about its impact on marketing ROI, sales performance, and top-line growth. Under the leadership of Reed Hornberger, working closely with sales, marketing and sales Reed Hornberger, operations, SAP has pioneered new changes in Demand Management. Hornberger shares a Global Vice President rare inside look at the strategy and technologies employed to enable fact-based alignment as Business Analytics Demand Management well as the best practices SAP has established for creating common goals and ensuring a SAP predictable supply of opportunities to its sales channels, worldwide.

Conference Orientation Session Monday, 1:15 pm – 1:45 pm • Asia 1 Tuesday, 7:45 am – 8:15 am • Asia 1 (repeat session) This informative session is designed to help familiarize you with the key elements of this conference including educational sessions, networking forums, Solutions Showcase layout, and more — everything you need to know to get the greatest value from your experience. • Learn how to navigate the program and choose the sessions of greatest interest to you • Find out when and where networking activities are scheduled and how to make the most of them • Meet peers you can interact with at the event and keep in touch with for years to come • Get to know the conference staff and find out how they can be of help to you throughout the conference • Discover opportunities to continue your learning and networking experience after the conference is over

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Hotel Map DOLPHIN HOTEL Hemisphere Ballroom Level

Map Legend

SOUTHERN HEMISPHERE I

B

B

NORTHERN HEMISPHERE A-1 B

NORTHERN HEMISPHERE A-2

1

Keynote Address for Logistics and Supply Chain Management 2011, Manufacturing 2011, Product Lifecycle Management 2011, and Procurement and Materials Management 2011 Attendees

2

Keynote Address for CRM 2011 Attendees

3

Logistics and Supply Chain Management 2011 General Assembly

4

Product Lifecycle Management 2011 General Assembly

5

Procurement and Materials Management 2011 General Assembly

6

Manufacturing 2011 General Assembly

7

Continental Breakfast and Lunch, Tuesday - Friday

8

Insider Learning Network Kiosks

9

Agenda Assistant

B

Breakout Rooms

L

SAP OnDemand Labs

I

IBM Innovation Center

SOUTHERN HEMISPHERE II

NORTHERN HEMISPHERE BALLROOM

B

SOLUTIONS SHOWCASE

SOUTHERN HEMISPHERE III

B

NORTHERN HEMISPHERE A-3

B

SOUTHERN HEMISPHERE IV

I

NORTHERN HEMISPHERE A-4

B

SOUTHERN HEMISPHERE V

5

B

To Lobby Level

AMERICAS SEMINAR ROOM B

4

6

Lobby Level AUSTRALIA 3 B

ASIA 1 B ASIA 2 BB ASIA 3

LB

ASIA 4 B EUROPE 3 EUROPE 2 EUROPE 1 B

B

ASIA 5 B

B

DOLPHIN CONVENTION FOYER

8

To Dolphin Lobby

i

9

REGISTRATION

Business Center

Convention Hall Level

PACIFIC TERRACE

PACIFIC HALL B 1

PACIFIC HALL C 2

3

ATLANTIC HALL B 7

To Lobby Level

7

IBM Innovation Center Hosted by IBM Wednesday, March 23 and Thursday, March 24 • Northern Hemisphere A-4 The IBM Innovation Center offers attendees unique access to CRM, EWM, and SCM experts, presentation content, networking opportunities, demonstrations and other valuable resources that can help you tackle your most pressing projects and questions. The center will be open Wednesday, March 23, and Thursday, March 24 throughout the day. During these days you will have the opportunity to attend sessions, join discussion groups, talk one-on-one with IBM and SAP CRM, EWM, and SCM experts, and walk through solution demonstrations. You’ll even get a chance to face off in a Jeopardy challenge with Watson, IBM’s latest supercomputer. View the schedule below and abstracts on the following page for more detail on these valuable opportunities.

Wednesday, March 23 Session

Time

CRM deployment decisions (on premise and the Cloud): Which is right for your organization? 8:30 am – 9:45 am Refreshment Break

9:45 am – 10:15 am

Success factors for deploying CRM on the Cloud

10:15 am – 11:30 am

Open time for discussion, demos, and Q&A with IBM and SAP CRM experts

11:45 am – 1:00 pm

Building an integrated social CRM strategy

1:00 pm – 2:15 pm

Refreshment Break

2:15 pm – 2:45 pm

CRM analytics explained: How to drive better decision making in sales, marketing and service

2:45 pm – 4:00 pm

Refreshment Break

4:00 pm – 4:15 pm

Maximizing your ROI from SAP CRM: Industry-specific case studies

4:15 pm – 5:00 pm

Open Q&A with IBM and SAP CRM experts

5:00 pm – 5:30 pm

Thursday, March 24

EX

EX

KEY 8

Session

Time

Lessons from real-world SAP EWM implementations: How to get it done fast and get it done right

8:30 am – 9:15 am

Break

9:15 am – 9:30 am

Your sandbox or ours? A demo-based look at how to speed your SAP EWM deployment

9:30 am – 10:00 am

Refreshment Break

10:00 am – 10:15 am

The Supply Chain Executive Research Report: Benchmarks for success

10:15 am – 11:30 am

Refreshment Break

11:30 am – 11:45 am

Strategies for leading your supply chain in the new world: An interactive discussion

11:45 am – 12:45 pm

Open Q&A with IBM and SAP SCM and EWM experts

1:45 pm – 2:15 pm

Refreshment Break

2:15 pm – 2:30 pm

What does Alex Trebek have to do with making better, more informed supply chain decisions?

2:30 pm – 3:45 pm

Refreshment Break

3:45 pm – 4:00 pm

Optimizing your SAP infrastructure for power and performance

4:00 pm – 5:15 pm

Networking Session

Hands-on Session

EX Executive Session

Wednesday, March 23 IBM Innovation Center CRM Sessions CRM deployment decisions (on premise and the Cloud). Which is right for your organization?

CRM analytics explained: How to drive better decision making in sales, marketing and service

Brian Burke and Krishna Kastury, IBM 8:30 am – 9:45 am Now that fully functional on-demand solutions are available from SAP and the partner community, how do you make the right decision about which option is right for you? Weigh key decision factors such as resources, training, time deployment, overall total cost of ownership, etc. See where your trade-offs are and how to select the option that is right for your organization. Prepare for the technical and management challenges of either option and get some practical advice to make an informed decision about what’s right for you. Preview a new joint SAP-IBM offering SAP CRM rapid-deployment solution optimized by IBM that is available for both onpremise and Cloud-based deployments. Understand when and how this turn-key offering can speed your deployment, ease your management burdens and reduce your overall total cost of ownership. This session is a mix of lecture as well as lively question and answer with key experts who have proven experience helping customers deploy either option.

Penny Silvia, IBM 2:45 pm – 4:00 pm In today’s hyper-competitive economy, companies endeavor to gain better visibility into customer-facing processes. But the fragmented customer analytics market can disrupt this effort. This session cuts through the confusion and hype to help you understand which analytic strategies and solutions actually deliver the insights that drive better decision-making across sales, service, and marketing organizations. Understand what steps you can take today to get immediate value and results when leveraging the suite of SAP business analytics and technology solutions that are available. Evaluate and understand the different sets of capabilities you have to maximize your decision making and knowledge of customers for crossselling customer segmentation, identifying at risk customers and more.

Success factors for deploying CRM on the Cloud Chuck Kichler and Robert Orshaw, IBM 10:15 am – 11:30 am Learn the key success factors for the unique challenges of deploying the SAP CRM Cloud-based offering with a few practical strategies. Swiftly navigate the strategic, technical, and organizational issues that can impede success. Learn the right way to set expectations for executives, managers, and users in IT and business. Understand the best way to leverage CRM on the Cloud to meet your short and long-term requirements.

Maximizing your ROI from SAP CRM: Industry-specific case studies Krishna Kastury, IBM 4:15 pm – 5:00 pm This unique session offers a collection of lessons learned and insights from industry-specific case studies including life sciences, high technology, aerospace and defense, discrete manufacturing, and more. Understand how various companies in these industry verticles are using SAP CRM to improve the efficiency of campaigns and promotions, tighten their lead to close processes, support increasing regulatory oversight, and improve customer service and satisfaction.

Open Q&A with IBM and SAP CRM experts Building an integrated social CRM strategy Krishna Kastury, IBM 1:00 pm – 2:15 pm Twitter, Facebook, LinkedIn – great for personal use, but how can you integrate these applications and capabilities in your overall strategy to protect your brand, deliver world class customer service, and drive your sales and marketing initiatives? This unique session offers concrete examples of how customers are leveraging social media to support their sales, marketing, and service efforts. Deepen your understanding of the SAP and non-SAP technology available to integrate these two worlds, and take home some easy-to-apply tips for building a social media strategy that’s integrated with your business.

(Features all speakers from the day) 5:00 pm – 5:30 pm As you finish the day, head over to the IBM Strategy Center and bring your toughest questions. IBM and SAP’s CRM experts will be on hand and available to talk one-on-one with you about your most pressing projects and challenges. Get some practical insights to move forward on your latest CRM initiative. Pull up a chair and engage in some great interactive discussions with CRM experts from IBM in the areas of: • CRM deployment • CRM on the Cloud • CRM reporting and analytics • CRM infrastructure • Configuration • Sales, marketing, service, e-commerce

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SAP Sales OnDemand (CRM Program) HANDS-ON EXPERIENCE: IMPROVING SALES EFFECTIVENESS WITH SAP SALES ONDEMAND Location: Asia 3 Be one of the first to see and get hands-on experience with the new SAP Sales OnDemand solution. Learn how it delivers on the needs of sales representatives and how they sell today – anytime, anywhere. Walk through unique collaboration and social networking features that enable effective collaboration between sales reps, managers and other employees. See how sales reps can communicate more effectively with people in their networks, access and share real-time knowledge and resources, and effectively manage account and opportunities. Walk through a day in the life of a sales rep, and see how the Sales OnDemand solution can enhance key interactions and processes as well as provide unique accessibility from both traditional laptops and desktops as well as mobile devices such as smartphones and tablets like the iPad.

Schedule: Tuesday, March 22 Wednesday, March 23 Wednesday, March 23 Thursday, March 24 Thursday, March 24 Friday, March 25

4:15 pm – 5:30 pm 8:30 am – 9:45 am 2:45 pm – 4:00 pm 10:15 am – 11:30 am 2:30 pm – 3:45 pm 10:00 am – 11:15 am

SAP Sourcing OnDemand (SCM Program) HANDS-ON EXPERIENCE: DELIVERING COST SAVINGS WITH SAP SOURCING ONDEMAND Location: Asia 3 Gain in-depth exposure to the latest SAP Sourcing OnDemand Wave 8 solution from SAP. Learn how it delivers on the needs of procurement professionals in delivering rapid cost savings. Walk through a detailed overview of its key features and functionality in the areas of strategic sourcing, contract life cycle management, and supplier management. Generate and view real world examples of the solution’s unique analytical and dashboarding capabilities. Explore the different ways you can utilize this solution to effectively manage your key processes, workflows and data via different mobile devices. This unique session will enable you to fully experience the value proposition of Sourcing OnDemand.

Schedule: Tuesday, March 22 Wednesday, March 23 Wednesday, March 23 Thursday, March 24 Thursday, March 24 Friday, March 25

10:30 am – 11:45 am 10:15 am – 11:30 am 1:00 pm – 2:15 pm 8:30 am – 9:45 am 4:00 pm – 5:15 pm 8:30 am – 9:45 am

Thank You to Our Sponsors SILVER SPONSORS

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NETWORKING RIBBONS

CRM EXPERT LIVE SESSIONS

Attach industry ribbons to your conference badge and use them to find specific counterparts who are attending the conference. Find out what they’re learning and build a lasting network of peers. Visit the registration desk for more information.

This new forum offers attendees the opportunity to meet leading authors from our Experts knowledgebases and discuss topics from recent articles. Attend these sessions to get additional information, share and discuss experiences with your peers, and ask the author questions unique to your own experience. These sessions are part of the main conference schedule. See page 12 for more information.

EVENING RECEPTIONS After the sessions on Tuesday and Wednesday, join hundreds of your peers at our evening receptions. It’s a chance to have discussions with the speakers, trade experiences in a casual setting with the people who fight the same battles you do every day, and visit the Solutions Showcase.

INSIDER DISCUSSION FORUM EXHIBIT HALL LAST CALL Take advantage of this final opportunity to visit with our sponsors and exhibitors after lunch on Thursday from 2:00 pm – 2:30 pm to get a firsthand look at cutting-edge products and new functionality. This is your last chance to see demos and talk with expert developers, consultants, and SAP product managers.

This forum is an informal, interactive get-together where SAP customers with similar interests, projects, and challenges can gather to talk about specific topics. This will be facilitated by a subject-matter expert. You do not need to sign up in advance to attend, and there is no formal agenda. Just have a great discussion with people who share your concerns and interests. See below for the schedule.

INSIDER LEARNING NETWORK KIOSKS

ASK-THE-EXPERTS

Following this conference, continue your networking experience on Insider Learning Network. Your free membership keeps you connected with the attendees, speakers, and partners you meet this week. Get independent tips, tricks, and strategies to build on the content presented at this event, and remain up-to-date on what is happening in the SAP community, all in one location. Plus, now you can access all of your conference materials on Insider Learning Network. Log in using the email address you used to register for the conference and you will find all of the session presentations from all five conferences in the “Conference Materials” folder located on your homepage. For more information – and to register on site – please stop by the Insider Learning Network kiosks in the Convention Foyer

Pull up a chair in the Ask-the-Experts area of the Solutions Showcase during our Tuesday and Wednesday evening receptions and spend oneon-one time with the top experts. Learn from their real-world expertise and get specific insights on topics and questions that matter to you most. See page 12 for a complete listing of experts.

NETWORKING DINNERS Join your peers in a casual setting at one of the Swan and Dolphin’s top restaurants. Find out what other attendees are learning and share your own insights as you build a lasting network of contacts. Visit the registration desk for specific times and locations. Seats are limited, so please sign up early.

Insider Discussion Forum Step away from the standard lecture format and share ideas with your peers in this dynamic, interactive forum. Share lessons learned, how-to information, and techniques you learned based on your own experiences. Insider Discussion Forum

Future trends in software as a service Christopher Menyhart, PwC Thursday, 2:15 pm – 3:00 pm • Europe 2 Track 8: SAP updates and cutting-edge CRM

Draw from the experiences of your peers and experts about what the future holds for software as a service (SaaS). Discuss questions about SAP’s planned endeavors in this area and how SaaS compares to on-premise solutions from a practical standpoint. Leave this discussion with valuable insight and specific examples of how to evaluate and plan for SaaS strategies in your organization.

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CRM Expert LIVE This forum allows you the opportunity to meet authors from the SAPexperts knowledgebases and discuss topics from their articles. Share your own best practices related to the topic or ask questions pertinent to your individual situation. The author will dive deeper into their article’s most critical points, and you’ll also gain insight from other participants as well. Copies of the articles are available at the registration desk or at the session room. Please review the article before the session and come prepared with your questions. CRM Expert LIVE is provided to you courtesy of the SAPexperts knowledgebases – where hard-to-find instruction, best practices, and guidance is published every week for SAP professionals who manage and support SAP projects and activities. CRM Expert LIVE sessions

Add the message: “If you are having trouble reading this email, click here”

6 steps to enhance a CRM DataSource using a BDoc BAdl

Bill Pritchett, Dow Corning Corporation Tuesday, 3:15 pm – 4:00 pm • Europe 2

Liang Ma, Deloitte Wednesday, 12:45 pm – 1:30 pm • Europe 2

Track 4: Marketing

Track 6: Reporting and data management

Hear directly from CRM Expert LIVE speaker and author Bill Pritchett about how to create a Web-based version of your email marketing pieces that your contacts can access from your original email message. This solution circumvents problems when your contacts’ mail clients don’t render your marketing emails in a format that is easy to read and navigate. Walk through the process of setting up a Web-based version of an email marketing message, including how to create a contact record that represents all contacts who access the Web-hosted version of your campaign and how to build a target group based on custom filters. Learn how to keep tracking enabled in the Web-hosted version of the form so you know how many contacts clicked on each link within the page. Also bring your questions about marketing functionality, which the author will discuss.

Hear directly from CRM Expert LIVE speaker and author Liang Ma about a new method you and your SAP NetWeaver® BW team can use to report on information obtained when you add new partner functions to SAP CRM — the business document business add-in (BDoc BAdI). Walk through the six steps you need to take to add a new partner function to the SAP CRM sales order extractor and use the BDoc BAdI. Understand how it enables you to collect data in real-time and load it into SAP NetWeaver BW for reporting. Learn how this process can also be used to add other customized fields to SAP CRM. Discover the advantages of using a BDoc BAdI over the traditional BAdI or user exit processes.

Ask-the-Experts Pull up a chair in the Ask-the-Experts area of the Solutions Showcase during our receptions on Tuesday and Wednesday evenings and spend one-onone time with the top experts. Learn from their real-world expertise and get specific insights on topics and questions that matter to you most.

TUESDAY, MARCH 22 5:45 pm – 7:00 pm • Solutions Showcase Pablo Avila, Colgate-Palmolive

Pete Martin, EntryPoint Consulting

IT service centers, operating an interaction center with SAP CRM

CRM upgrades and new implementations, building the business case for CRM, end user adoption best practices

Lois Bruckner, SAP America SAP CRM marketing, SAP CRM rapid-deployment solution, SAP CRM sales force automation

Gert Tackaert, SAP

Dr. Shuki (Yizhak) Idan, SAP Labs

Martin Walter, SYCOR GmbH

SAP Real-Time Offer Management, CRM marketing, customer analytics

SAP Web channel, best practices for B2C shops, Java developments

SAP CRM architecture, social media and SAP CRM, SAP CRM Web client

WEDNESDAY, MARCH 23 5:45 pm – 7:00 pm • Solutions Showcase John Burton, SAP and Renee Wilhelm, SAP Labs

Liang Ma, Deloitte

Operating an interaction center with SAP CRM, social media at SAP, SAP CRM interaction center partner solutions

SAP CRM extraction to SAP NetWeaver BW, SAP NetWeaver BW, SAP BusinessObjects™

Matthias Galley, ecenta America

Nelly Mensah, Deloitte Consulting

SAP CRM partner channel management, SAP CRM collaborative campaign management, SAP CRM market development funds

User experience and usability, rich Internet applications, Adobe Flex

Ashish Saxena, Accrete Solutions Elaina Herber, ecenta America

CRM sales, CRM service, SAP CRM and SAP E-Commerce for SAP R/3

Business communications management (BCM), CTI, call center

Nitin Solanki, Deloitte Ripal Kaila, Deloitte Consulting CRM/Sybase mobile integration, SAP CRM 7.0 administration, SAP CRM 7.0 enhancement package 1 upgrade lessons learned

SAP CRM for small to medium businesses, SAP CRM replication for the Utilities industry, SAP CRM deployment

Rajeev Venkat, Verint Workforce management, desktop and process analytics, workforce optimization and CRM

12

Daily Schedule

Daily Schedule Monday, March 21 (Jumpstart Day) TIME

EVENT

LOCATION

7:30 am – 5:00 pm

Registration

Convention Foyer

7:30 am – 5:00 pm

Insider Learning Network Kiosks

Convention Foyer

9:00 am – 12:00 pm

Morning Jumpstart Sessions

PAGE

An A-to-Z guide to SAP CRM Anu Agarwal, SAP and Pushkar Ranjan, SAP Labs

Americas Seminar Room

23

Key strategies for implementing or upgrading to SAP CRM 7.0 Pete Martin, EntryPoint Consulting

Southern Hemisphere IV

23

Demystify SAP Web channel: An innovative introduction to creating an SAP Web shop application (Part 1) Patrick Hey, Martin Walter, and Andreas Pölitz, SYCOR GmbH

Southern Hemisphere V

23

12:00 pm – 2:00 pm

Lunch

Select Resort Restaurants

1:15 pm – 1:45 pm

Conference Orientation Session

Asia 1

5

2:00 pm – 5:00 pm

Afternoon Jumpstart Sessions What every SAP customer needs to know about enterprise mobility and enabling on-device strategies Jim Cameron, ExpertIG

Americas Seminar Room

24

A guided tour of SAP CRM interaction center solutions John Burton, SAP and Renee Wilhelm, SAP Labs

Southern Hemisphere IV

23

Demystify SAP Web channel: An innovative introduction to creating an SAP Web shop application (Part 2) Patrick Hey, Martin Walter, and Andreas Pölitz, SYCOR GmbH

Southern Hemipshere V

23

5:00 pm

Jumpstart Day Concludes

PROJECTEXPERTONLINE.COM Ideas, best practices, and insights for the SAP professional.

14

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Daily Schedule

Daily Schedule Tuesday, March 22 TIME

EVENT

LOCATION

7:00 am – 7:00 pm

Registration

Convention Foyer

7:00 am – 7:00 pm

Insider Learning Network Kiosks

Convention Foyer

7:00 am – 8:30 am

Continental Breakfast

Atlantic Hall B

7:45 am – 8:15 am

Conference Orientation Session

Asia 1

5

8:30 am – 10:00 am

CRM in 2011: It’s About the Customer Experience Jujhar Singh, SVP CRM Solutions, SAP Managing Demand: What the Numbers Tell Us Reed Hornberger, Global Vice President, Business Analytics Demand Management, SAP

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5

9:45 am – 11:45 am

Solutions Showcase

Northern Hemisphere Ballroom

10:00 am – 10:30 am

Refreshment Break

Solutions Showcase

10:30 am – 11:45 am

EX

11:45 am – 1:00 pm 1:00 pm – 2:15 pm

PAGE

Breakout Sessions SAP CRM solution roadmap: The latest features and future plans Dr. Volker Hildebrand, SAP (session repeated on Wednesday at 1:00 pm)

Americas Seminar Room

48

Understanding and managing the many different personalities on a project team Bill Ziska, Deloitte

Asia 1

31

([HFXWLYHVHVVLRQ$PRGHOIRUEUHDNLQJGRZQEDUULHUVEHWZHHQPDUNHWLQJVDOHVDQGÀQDQFH Albert Kleynhans, Accrete Solutions

Asia 5

26

Case study: How Dow Corning manages customer “exposure to closure” using marketing functionality Bill Pritchett, Dow Corning Corporation

Southern Hemisphere I

29

How to get the most out of SAP CRM e-commerce and online self-service Dominik Feiden, SAP AG

Southern Hemisphere V

45

Lunch

Atlantic Hall B

Breakout Sessions Executive session: 360° view of the customer: Why Johnny can’t sell and why CRM hasn’t made the difference Bill Ziska, Deloitte

Asia 5

26

Case study: Ecolab’s fast-billing entry project, completed under budget in four months Prashant Narayan and George Pauliyan, Ecolab

Australia 3

29

How to save money on your trade projects in 2011 by using trade promotion management David Voss, SAP America

Southern Hemisphere I

38

Case study: An inside look at Grainger’s accelerated upgrade Jay Desai and Chuck Recktenwald, Grainger

Southern Hemisphere II

28

Get the most out of SAP CRM’s sales force automation (SFA) capabilities Dietmar Bohn, SAP AG

Southern Hemisphere V

34

Accelerate the ROI of your SAP CRM implementation by driving user adoption and productivity with accelerator programs from GlobalSoft Kaushik Ray and Santosh Menon, GlobalSoft Solutions

Europe 1

32

Demo group: What you need to know about the SAP CRM 7.0 user interface Scott Druckenmiller, SAP Labs

Europe 2

32

2:00 pm – 7:00 pm

Solutions Showcase

Northern Hemisphere Ballroom

2:15 pm – 2:30 pm

Refreshment Break

Solutions Showcase

2:30 pm – 3:00 pm

Breakout Session

EX

S 1:45 pm – 2:15 pm

Breakout Session

Demo group: Innovations in SAP CRM enhancement package 1 Gert Tackaert, SAP 2:30 pm – 3:45 pm

3:15 pm – 4:00 pm

Europe 2

48

Customer panel: How customers view social CRM initiatives Moderator: Margot Heiligman, SAP; Panelists: Kiran Koons, Bentley Systems; Brent Leary, CRM Essentials; Greg Langston, Harris Products Group

Asia 2

53

Introducing SAP Sales OnDemand: Breaking boundaries to improve sales effectiveness William Hou, SAP

Northern Hemisphere A-1

35

What’s new with the interaction center in SAP CRM 7.0? John Burton, SAP

Southern Hemisphere I

40

More bang for the buck: Maximizing return on marketing Dr. Shuki (Yizhak) Idan, SAP Labs

Southern Hemisphere II

38

Rapid deployment: How to get SAP CRM up and running … fast Lois Bruckner, SAP America (session repeated on Friday at 10:00 am)

Southern Hemisphere V

31

Europe 2

12

Breakout Sessions

Breakout Session CRM Expert LIVE: Add this message: “If you are having trouble reading this email, click here” Bill Pritchett, Dow Corning Corporation

KEY

Networking Session

S

Sponsored Educational Session

Hands-on Session

EX

Executive Session

Innovation Center

15

Daily Schedule

TIME

EVENT

LOCATION

3:45 pm – 4:15 pm

Refreshment Break

Solutions Showcase

4:15 pm – 5:30 pm

Breakout Sessions

5:30 pm – 7:00 pm 5:45 pm – 7:00 pm

KEY 16

PAGE

Case study: How Grainger achieves a 360° view of its customers Jay Desai and Chuck Recktenwald, Grainger

Americas Seminar Room

29

Customer panel: Looking beyond Sybase to the horizon of wireless applications Moderator: Hansen Lieu, SAP; Panelists: Kerry Gustafson, General Mills; Amar Kumthekar, CAREFUSION; Subrata Nandi, Sybase, an SAP company

Asia 2

51

EX

([HFXWLYHVHVVLRQ+RZLPSURYLQJFXVWRPHUH[SHULHQFHFDQKHOSEHDW\RXUFRPSHWLWLRQGULYHOR\DOW\DQGERRVWSURÀWV Michael Hinshaw, MCorp Consulting

Europe 2

26

EX

Executive session: Why CRM champions must embrace social media concepts Brent Leary, CRM Essentials

Southern Hemisphere I

27

Case study: Sales opportunity management and business intelligence reporting at Suncor Energy Judy Hildebrandt, Suncor Energy (session repeated on Friday at 10:00 am)

Southern Hemisphere II

28

Case study: How Yaskawa America customized its e-commerce features Dennis Fitzgerald and Parvez Gani, Yaskawa America

Southern Hemisphere V

29

Hands-on Experience: Improving sales effectiveness with SAP Sales OnDemand SAP Sales OnDemand Lab

Asia 3

10

Solutions Showcase

Welcome Reception

Solutions Showcase

Ask-the-Experts

Networking Session

S

Sponsored Educational Session

Hands-on Session

EX

Executive Session

Innovation Center

12

Daily Schedule

Daily Schedule Wednesday, March 23 TIME

EVENT

LOCATION

7:30 am – 6:30 pm

Registration

Convention Foyer

7:30 am – 6:30 pm

Insider Learning Network Kiosks

Convention Foyer

7:30 am – 8:30 am

Continental Breakfast

Atlantic Hall B

8:30 am – 9:00 am

Breakout Session Demo group: Customer interaction with SAP Business Communications Management Elaina Herber, ecenta America

PAGE

Europe 2

40

CRM deployment decisions (on premise and the cloud). Which is right for your organization? Brian Burke and Krishna Kastury, IBM

Northern Hemisphere A-4

9

Case study: A detailed look at Colgate-Palmolive’s successful service center Pablo Avila, Colgate-Palmolive

Asia 1

29

Executive session: How to manage the non-technical aspects of your project for greater and more rapid success Alan Kisling, Brand Velocity

Asia 4

26

Rich Internet applications on the front end: 10 dos and don’ts for engaging your users Nelly Mensah, Deloitte Consulting

Asia 5

48

0D[LPL]HVHUYLFHHIÀFLHQF\ZLWK.QRZOHGJH0DQDJHPHQWE\,Q4XLUD Dominik Feiden, SAP AG

Northern Hemisphere A-2

45

How to effectively manage sales strategy and objectives Dietmar Bohn, SAP AG

Southern Hemisphere IV

34

Hands-on Experience: Improving sales effectiveness with SAP Sales OnDemand SAP Sales OnDemand Lab

Asia 3

10

Improved CRM process analytics for your sales and service processes Dr. Klemen Cas, ecenta AG

Europe 1

35

Solutions Showcase

Northern Hemisphere Ballroom

9:45 am – 10:15 am

Refreshment Break

Solutions Showcase

10:15 am – 11:30 am

Breakout Sessions

8:30 am – 9:45 am

Breakout Sessions

EX

S 9:30 am – 11:30 am

Success factors for deploying CRM on the cloud Chuck Kichler and Robert Orshaw, IBM

Northern Hemisphere A-4

9

A technical tour of SAP CRM mobility architecture and integration Ripal Kaila, Deloitte Consulting

Americas Seminar Room

51

Making improved business decisions and analyzing customer trends with data-mining tools Lois Bruckner, SAP America (session repeated on Friday at 2:00 pm)

Asia 1

43

Customer panel: Top strategies to ensure sales success Moderator: Dietmar Bohn, SAP AG Panelists: Anne Kaur, Applied Materials; Judy Hildebrandt, Suncor Energy; and Sunil Thakur, Infosys Technologies

Asia 2

34

Save time by integrating Excel with SAP CRM to perform updates of master and transactional data Tijo Simon, Cognizant Technology Solutions

Europe 2

35

A guide to the most important decisions and actions for your implementation Nitin Solanki, Deloitte

Southern Hemisphere I

32

Extending trade promotion management’s effectiveness with next generation accelerators David Voss, SAP America

Southern Hemisphere V

38

11:30 am – 1:00 pm

Lunch

Atlantic Hall B

12:45 pm – 1:30 pm

Breakout Session CRM Expert LIVE: 6 steps to enhance a CRM DataSource using a BDoc BAdl Liang Ma, Deloitte

1:00 pm – 2:15 pm

KEY

Europe 2

12

Building an integrated social CRM strategy Krishna Kastury, IBM

Northern Hemisphere A-4

9

Customer panel: Best practices for SAP CRM rapid deployment Moderator: Vinay Iyer, SAP; Panelists: Craig Pedersen, Hunter Douglas; Richard Downham, Freudenberg IT; Diana Coles, *HRUJLD3DFLÀF

Asia 2

31

Channel marketing: Extending market reach while strengthening your brand Matthias Goehler, SAP AG

Australia 3

38

Using SAP Real-Time Offer Management for more than just cross- and up-selling Matthias Galley, ecenta America

Northern Hemisphere A-1

41

Case study: How Applied Materials uses questionnaires to drive sales approvals and clean booking checklists Anne Kaur, Applied Materials

Northern Hemisphere A-3

28

SAP CRM solution roadmap: The latest features and future plans Dr. Volker Hildebrand, SAP (repeat session)

Southern Hemisphere II

48

Implement SAP CRM 7.0 for better lead management and integration Pankaj Rana, NRG Energy (session repeated on Friday at 2:00 pm)

Southern Hemisphere III

30

Breakout Sessions

Networking Session

S

Sponsored Educational Session

Hands-on Session

EX

Executive Session

Innovation Center

17

Daily Schedule

TIME

EVENT

1:45 pm – 2:15 pm

Breakout Session

LOCATION

Demo group: Business processes to support e-commerce Dominik Feiden, SAP AG

Europe 2

2:00 pm – 7:00 pm

Solutions Showcase

Northern Hemisphere Ballroom

2:15 pm – 2:45 pm

Refreshment Break

Solutions Showcase

2:45 pm – 4:00 pm

Breakout Sessions

S 4:00 pm – 4:15 pm 4:15 pm – 4:45 pm

Northern Hemisphere A-4

9

Comparing the features of SAP CRM 7.0 and SAP CRM 2007 to earlier releases Scott Druckenmiller, SAP Labs (session repeated on Friday at 10:00 am)

Americas Seminar Room

32

Customer panel: Embracing SAP CRM from the line-of-business Moderator: Reza Soudagar, SAP; Panelists: Deb Dexter, Cardinal Health; Ven Bontha, Cemex; Doug Gresenz, *HRUJLD3DFLÀF

Asia 2

47

+RZWRFUHDWHPRUHHIÀFLHQWDXWRPDWHGFXVWRPHUVDWLVIDFWLRQVXUYH\V Tijo Simon, Cognizant Technology Solutions

Northern Hemisphere A-3

39

How SAP’s social CRM solutions can help you further engage customers John Burton, SAP

Southern Hemisphere I

53

Case study: How Infosys rolled out opportunity management to its sales force Sunil Thakur, Infosys Technologies

Southern Hemisphere II

28

Hands-on Experience: Improving sales effectiveness with SAP Sales OnDemand SAP Sales OnDemand Lab

Asia 3

10

Leverage Duet Enterprise to integrate SAP CRM contact and activity management with Microsoft Outlook and SharePoint 2010 Rahul Kamada, Fujitsu America and Anand Kumar, Fujitsu Consulting

Europe 1

49

Refreshment Break

Solutions Showcase

Breakout Session

4:15 pm – 5:00 pm

Europe 2

53

Northern Hemisphere A-4

9

A step-by-step guide to evaluating and selecting a mobile platform for your sales or service organization Ashish Saxena, Accrete Solutions

Americas Seminar Room

51

Enable new revenue opportunities through pay-as-you-go business models Ashish Kothari, SAP Labs India

Asia 1

47

Case study: The success story behind rolling out contact and account management at OPUBCO Communications Group Pam Harris, OPUBCO Communications Group

Asia 2

35

Create powerful executive dashboards for your SAP CRM marketing, sales, and service users Seng Kee Tan, Deloitte

Southern Hemisphere II

43

The advantages that workforce optimization provides to SAP CRM Renee Wilhelm, SAP Labs and Rajeev Venkat, Verint

Southern Hemisphere III

40

Smart Commerce – the new world of monetization and billing SAP

Europe 2

46

Northern Hemisphere A-4

9

Breakout Session 0D[LPL]LQJ\RXU52,IURP6$3&50,QGXVWU\VSHFLÀFFDVHVWXGLHV Krishna Kastury, IBM

4:15 pm – 5:30 pm

Breakout Sessions

S

Breakout Session 2SHQ4 $ZLWK,%0DQG6$3&50H[SHUWV (Features all IBM Innovation Center speakers from the day)

5:30 pm – 7:00 pm 5:45 pm – 7:00 pm

KEY 18

45

CRM analytics explained: How to drive better decision making in sales, marketing, and service Penny Silvia, IBM

Demo group: SAP CRM social media Gert Tackaert, SAP

5:00 pm – 5:30 pm

PAGE

Solutions Showcase

Cocktail Reception

Solutions Showcase

Ask-the-Experts

Networking Session

S

Sponsored Educational Session

Hands-on Session

EX

Executive Session

Innovation Center

12

Daily Schedule

Daily Schedule Thursday, March 24 TIME

EVENT

LOCATION

7:30 am – 5:15 pm

Registration

Convention Foyer

7:30 am – 5:15 pm

Insider Learning Network Kiosks

Convention Foyer

7:30 am – 8:30 am

Continental Breakfast

Atlantic Hall B

8:30 am – 9:45 am

Breakout Sessions

PAGE

Customer panel: Dos and don’t s for your SAP CRM upgrade 0RGHUDWRU-LP*ROGÀQJHU6$33DQHOLVWV%LOO3ULWFKHWW'RZ&RUQLQJ&RUSRUDWLRQ-D\'HVDL*UDLQJHUDQG-XG\+LOGHEUDQGW6XQFRU Energy

Asia 2

31

Learn how to drive sales force user adoption through a comprehensive change management program Karl Rupilius, Deloitte Consulting

Northern Hemisphere A-2

35

SAP Business Communications Management: Transforming your customer service initiatives from good to great Elaina Herber, ecenta America

Northern Hemisphere A-3

40

+RZVPDUWSKRQHVVRFLDOQHWZRUNLQJDQGORFDWLRQDOLQWHOOLJHQFHOHDGWRPRUHDFFXUDWHFXVWRPHUSURÀOHV Krishna Kumar, Space-Time Insight

Southern Hemisphere I

52

Enhancing customer loyalty with SAP CRM Bhushan Khadpe, SAP Labs

Southern Hemisphere II

38

9:30 am – 2:30 pm

Solutions Showcase

Northern Hemisphere Ballroom

9:45 am – 10:15 am

Refreshment Break

Solutions Showcase

10:15 am – 11:30 am

Breakout Sessions Best practices to drive value and innovation with successful business mobility Dr. Ahmed El Adl, SAP America

Americas Seminar Room

51

How communication-enabled business processes can help your organization Glenn Abel, Covington Creative

Asia 1

40

Use new rule builder-based design in territory management to more effectively manage sales force assignments Harsh Murarka, intiGrow

Australia 3

34

How to use Web analytics to increase your customer conversion rate in e-commerce Andreas Pölitz, SYCOR GmbH

Southern Hemisphere II

44

Exploring key details about SOA and Web services Eugene De Lattes, SAP America

Southern Hemisphere III

48

Hands-on Experience: Improving sales effectiveness with SAP Sales OnDemand SAP Sales OnDemand Lab

Asia 3

10

'HPRJURXS&XVWRPHUVSHFLÀFVXUYH\WHPSODWHV Tijo Simon, Cognizant Technology Solutions

Europe 2

39

11:30 am – 11:45 am

Refreshment Break

Solutions Showcase

11:45 am – 12:15 pm

Breakout Session

11:00 am – 11:30 am

Breakout Session

Demo group: Classifying sales territories Harsh Murarka, intiGrow 11:45 am – 1:00 pm

EX

1:00 pm – 2:00 pm

Europe 2

34

Case study: Creating sales performance dashboards for a 360° view of customers at Harris Products Group Greg Langston, Harris Products Group

Americas Seminar Room

28

Case study: How Direct Relief International uses SAP CRM to collaborate with partners Ross Comstock, Direct Relief International

Asia 2

29

Best practices and challenges for email response management system implementations Vishal Mani, Infosys Technologies

Northern Hemisphere A-3

41

Executive session: CRM for CPGs: Talking directly to consumers through the mobile channel Andrew Morris, Morris Advisors (session repeated on Friday at 2:00 pm)

Southern Hemisphere III

26

&DVHVWXG\/HVVRQVOHDUQHGDERXWXVHUDGRSWLRQDQGWHFKQRORJ\GHYHORSPHQWVGXULQJDQXSJUDGHDW'D\ =LPPHUPDQQ Bernard F. Greene III, Day & Zimmermann

Southern Hemisphere IV

28

Breakout Sessions

Lunch

Atlantic Hall B Solutions Showcase

2:00 pm – 2:30 pm Exhibit Hall Last Call 2:15 pm – 3:00 pm

Breakout Session Insider discussion forum: Future trends in software as a service Christopher Menyhart, PwC

KEY

Networking Session

S

Sponsored Educational Session

Europe 2

Hands-on Session

EX

Executive Session

11

Innovation Center

19

Daily Schedule

TIME

EVENT

2:30 pm – 3:45 pm

Breakout Sessions

LOCATION

PAGE

Case study: How General Mills extended sales force automation functions on the iPad Kerry Gustafson and Chad Smude, General Mills

Americas Seminar Room

30

Steps to ensure high performance for new e-commerce Web sites Manoj Kumaran, Accrete Solutions

Asia 4

45

Tips and tricks on using advanced integration scenarios between SAP CRM and SAP ERP Christian Matz, ecenta America

Southern Hemisphere I

47

Best practices to speed up your data migration Oren Shatil, SAP Labs and Eugene De Lattes, SAP America

Southern Hemisphere II

31

How to build high-impact, interactive dashboards using Xcelsius software from SAP BusinessObjects Liang Ma, Deloitte

Southern Hemisphere V

43

Hands-on Experience: Improving sales effectiveness with SAP Sales OnDemand SAP Sales OnDemand Lab

Asia 3

10

Demo group: SAP CRM rapid application development Sanjeet Mall, SAP AG

Europe 2

48

3:45 pm – 4:00 pm

Refreshment Break

Northern Hemisphere Foyer

4:00 pm – 4:30 pm

Breakout Session

3:15 pm – 3:45 pm

Breakout Session

Demo group: SAP BusinessObjects Xcelsius Beni Basel and Gert Tackaert, SAP 4:00 pm – 5:15 pm

20

43

Case study: The success behind DONG Energy’s new marketing letter campaign process Michael Wolff Knudsen, DONG Energy A/S

Asia 4

29

Executive session: The holistic value of CRM: New perspective from the changing world of retail Andrew Morris, Morris Advisors

Australia 3

26

5HDOL]LQJWKHIXOOEHQHÀWRIXVLQJ6$3,QWHUQHWSULFLQJDQGFRQÀJXUDWRUIXQFWLRQDOLW\LQFOXGLQJWKURXJKWKLUGSDUW\DSSOLFDWLRQV Ganesan Chittharanjan, SAP America

Southern Hemisphere I

35

8VLQJPRELOLW\WRLPSURYHWKHHQGWRHQGSURFHVVIRUÀHOGVHUYLFHWHFKQLFLDQV Ulf Guttmann, SAP AG (session repeated on Friday at 10:00 am)

Southern Hemisphere II

52

Integrating social media with customer engagement and campaign management Alexander Dieterle, ecenta

Southern Hemisphere III

53

Breakout Sessions

EX

KEY

Europe 2

Networking Session

S

Sponsored Educational Session

Hands-on Session

EX

Executive Session

Innovation Center

Daily Schedule

Daily Schedule Friday, March 25 TIME

EVENT

LOCATION

7:30 am – 3:15 pm

Registration

Convention Foyer

7:30 am – 3:15 pm

Insider Learning Network Kiosks

Convention Foyer

7:30 am – 8:30 am

Continental Breakfast

Atlantic Hall B

8:30 am – 9:45 am

Breakout Sessions

PAGE

How Sybase’s mobile platform will shape your future CRM efforts Sanjeet Mall, SAP AG and Subrata Nandi, Sybase, an SAP company

Americas Seminar Room

51

Case study: Lessons learned from Sony Canada’s trade promotion management (TPM) implementation Sathya Subramanyam, Sony Canada

Asia 1

32

The push to provide frontline workers with expanded access to analytics Beni Basel, SAP

Asia 4

43

,PSURYHUHYHQXHDQGSURÀWZLWKSULFLQJPDQDJHPHQW Ashish Kothari, SAP Labs India and Jamie Rapperport, Vendavo

Europe 1

47

9:45 am – 10:00 am

Refreshment Break

Northern Hemisphere Foyer

10:00 am – 11:15 am

Breakout Sessions Comparing the features of SAP CRM 7.0 and SAP CRM 2007 to earlier releases Scott Druckenmiller, SAP Labs (repeat session)

Americas Seminar Room

32

Rapid deployment: How to get SAP CRM up and running … fast Lois Bruckner, SAP America (repeat session)

Asia 1

31

Case study: Sales opportunity management and business intelligence reporting at Suncor Energy Judy Hildebrandt, Suncor Energy (repeat session)

Asia 4

28

8VLQJPRELOLW\WRLPSURYHWKHHQGWRHQGSURFHVVIRUÀHOGVHUYLFHWHFKQLFLDQV Ulf Guttmann, SAP AG (repeat session)

Asia 5

52

Hands-on Experience: Improving sales effectiveness with SAP Sales OnDemand SAP Sales OnDemand Lab

Asia 3

10

11:15 am – 11:30 am

Refreshment Break

Northern Hemisphere Foyer

11:30 am – 12:45 pm

Breakout Sessions Technical considerations to weigh during your upgrade Ganesan Chittharanjan, SAP America

Americas Seminar Room

31

Increase service revenue opportunities with customized offerings Ulf Guttmann, SAP AG

Asia 1

41

Cost factors to consider when building a business case for SaaS Christopher Menyhart, PwC

Asia 2

47

How to integrate mobile sales force automation with Sybase and the iPad Axel Fiedler, PwC

Southern Hemisphere IV

35

12:45 pm – 2:00 pm

Lunch

Atlantic Hall B

2:00 pm – 3:15 pm

Breakout Sessions

EX

3:15 pm

KEY

Making improved business decisions and analyzing customer trends with data-mining tools Lois Bruckner, SAP America (repeat session)

Asia 1

43

Executive session: CRM for CPGs: Talking directly to consumers through the mobile channel Andrew Morris, Morris Advisors (repeat session)

Asia 5

26

Implement SAP CRM 7.0 for better lead management and integration Pankaj Rana, NRG Energy (repeat session)

Southern Hemisphere IV

30

Conference Concludes

Networking Session

S

Sponsored Educational Session

Hands-on Session

EX

Executive Session

Innovation Center

21

Jumpstart Sessions

Jumpstart Day, March 21 Join us on Monday, March 21 for Jumpstart Day. Special 3-hour, pre-conference sessions hosted on this day offer you the opportunity to explore new trends and strategies, fortify your understanding of SAP foundation technologies, and enhance your learning experience at the main conference.

Demystify SAP Web channel: An innovative introduction to creating an SAP Web shop application Patrick Hey, Martin Walter, and Andreas Pölitz, SYCOR GmbH Monday, 9:00 am – 12:00 pm • Southern Hemisphere V (Part 1) Monday, 2:00 pm – 5:00 pm • Southern Hemisphere V (Part 2) Learn about the big picture and architecture of the SAP Web channel application (including SAP CRM e-commerce processes) and how to build such a solution from the ground up in this unique, two-part session. Participate in setting up and configuring a Web shop and leave with an understanding of what is immediately possible in your own future e-commerce plans. In the morning session: See firsthand how to deliver a Web shop implementation for a virtual customer and witness how quickly you can perform the first important steps. Step through the processes of configuring SAP Web channel features and get an overview over the necessary facts of the SAP NetWeaver® development infrastructure for your own extensions. Then, during the afternoon session: Master development tricks for SAP Web channel deployment. Learn about the modification concepts of SAP Web channel based on SAP’s Development and Extension Guide, and see live demos that show how to change texts, styling, and page structure on your Web shop. Find out how to make shop enhancements. Gain insight into Java development transports, including steps, privileges, and time consumption.

Key strategies for implementing or upgrading to SAP CRM 7.0 Pete Martin, EntryPoint Consulting Monday, 9:00 am – 12:00 pm • Southern Hemisphere IV Take an in-depth, expert-led look at the considerations, benefits, and concerns to evaluate in advance of your SAP CRM 7.0 projects, whether they are implementations or upgrades. Get new insights to greatly improve the odds of success in your project. Explore the features and functionality of SAP CRM 7.0, highlighting the architectural and functional differences from earlier releases. Learn about the most important best practices for an implementation from project/program and technical perspectives to protect your company from mistakes others have made. For those of you already running older versions of SAP CRM and thinking about upgrading to SAP CRM 7.0, arm yourself with critical tips for an effective changeover, including decision points for how to most effectively upgrade and migrate your current system. Collect critical strategies for: Deployment, driving user adoption, integration with other systems, testing procedures, and project communications plans. Walk away with a library of content to help kick start your project, including: A business case builder, sample project plans, test cases, and best practices. Even your own sandbox CRM system with the SAP best practices loaded so that you can start your project immediately.

A guided tour of SAP CRM interaction center solutions An A-to-Z guide to SAP CRM Anu Agarwal, SAP and Pushkar Ranjan, SAP Labs Monday, 9:00 am – 12:00 pm • Americas Seminar Room Our most popular session in 2010 returns, as it goes beyond the basics and provides an updated guide to the features, operations, and functions now available in SAP CRM. Gain a better understanding of the value proposition behind the SAP CRM offering, and take away tips on how to build a business case for your SAP CRM implementation or upgrade. Get expert insights into: SAP CRM architecture Applications User interface System requirements. Explore the three core functional areas of SAP CRM, including marketing, sales, and service. Dig into the details of other SAP CRM functions, such as interaction center, Web channel, and partner channel management activities. Investigate the improved user interfaces (UIs) of SAP CRM, including Web and mobile options, and see how the UIs make the life of marketing, sales, and services users easier by fitting into their jobs and duties, rather than forcing a template onto them. Bolster your knowledge about SAP CRM customer analytics and industry-specific functionality.

John Burton, SAP and Renee Wilhelm, SAP Labs Monday, 2:00 pm – 5:00 pm • Southern Hemisphere IV Newcomers who are thinking about deploying the SAP CRM 7.0 interaction center offerings — or those of you who have just started using these functions — will gain important insight and tips from SAP during this detailed session. Get a comprehensive overview of CRM solutions available under the interaction center, including: Customer service contact center Email response management system (ERMS) SAP Business Communications Management. Find out how the interaction center spreads among the core SAP CRM functions of sales, marketing, and service. Get instructions on how to use ERMS to create business rules to process, route, and respond to incoming customer emails automatically using defined templates and rules. Explore how SAP Business Communications Management can help companies manage customer service resources across departments and locations and integrate communications technologies. Take home expert recommendations for improving the performance of: Telesales, telemarketing, customer service, and call center management.

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Jumpstart Sessions

What every SAP customer needs to know about enterprise mobility and enabling on-device strategies Jim Cameron, ExpertIG Monday, 2:00 pm – 5:00 pm • Americas Seminar Room Whether you have an existing enterprise mobility strategy or you are looking to expand your key SAP processes on-device, this comprehensive session will guide you through the business and technology trends that are shaping mobility initiatives in the SAP enterprise. Learn how to use mobility to identify opportunities for driving value in your enterprise. Find out how to best use mobility to free up your sales force, employees, and customers to access and take action on enterprise data any time and anywhere. Understand what technology and solutions are available from SAP and partner companies. Compare and contrast the different types of mobility solutions and how these solutions will benefit your SAP CRM and SAP ERP applications. Hear about the role tablet computers and smartphones are playing in enterprises today and how demand for these devices will shape mobility in the coming months for your employees, partners, and customers. Step through demos of how business dashboards, approvals, alerts, and micro applications can enable workers inside and outside the traditional walls of your business. Leave knowing how to start your own enterprise mobility strategy with sample case studies and planning tools that will help you avoid the pitfalls that can derail mobility initiatives.

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Session Descriptions

Executive Sessions CRM 2011 will offer senior managers and executives the opportunity to hear from thought leaders and industry experts about the latest trends and best practices deployed by best-in-class organizations. These sessions go beyond the technical issues and challenges and offer fresh ideas and perspectives to help drive strategy, regardless of the composition of your system landscape.

How to manage the non-technical aspects of your project for greater and more rapid success

360° view of the customer: Why Johnny can’t sell and why CRM hasn’t made the difference

Alan Kisling, Brand Velocity Wednesday, 8:30 am – 9:45 am • Asia 4 Go beyond traditional project management and get valuable tips about how to complete your projects faster and more successfully by streamlining decisionmaking, straight from a former vice president of Coca-Cola who led the global roll-out of SAP for the beverage company. Walk away with productive methods and tools for involving and integrating key executives with your project and learn new, innovative ideas to keep focus on the ultimate benefits of a project, rather than strictly on its cost. Find out how to avoid major nontechnical pitfalls that cause SAP initiatives to fail, be delayed, or go over budget — such as not effectively carrying out change management efforts. Take home real-life examples of how effective governance and project management routines can accelerate your SAP efforts and lead to more rapid achievement of the desired benefits for your business.

Bill Ziska, Deloitte Tuesday, 1:00 pm – 2:15 pm • Asia 5 In 1955, the best-selling book, Why Johnny Cannot Read, proposed getting back to the basics, and that message rings true for sales activities today. Learn why fundamental actions, such as testing and measuring various sales efforts, remain at the foundation of selling — and why without these essential steps, companies may find it impossible to truly achieve an all-encompassing view of their consumers. Also, find about out a new game-changer in play: the “user experience” (i.e., the impression a customer has of a company’s Web site or processes). See how user experience can enhance the basics of CRM through “apps stores,” real-time updates about products and orders, and visually stimulating Web pages. Get insight into how you can also bolster the user experience for sales team members, too, so that they better connect with customers.

A model for breaking down barriers between marketing, sales, and finance

The holistic value of CRM: New perspective from the changing world of retail

Albert Kleynhans, Accrete Solutions Tuesday, 10:30 am – 11:45 am • Asia 5 Better identify inefficiencies created in the hand-off of information between three disciplines: marketing, sales, and finance. Learn how creating a more integrated process, rather than dissecting the problems within each of the aforementioned disciplines, can help enterprises close deals more resourcefully. Examine how to recognize major pain points in the macro revenue management process and then simulate that process as a way to mitigate the risks ahead of time. Walk away with an evaluation model that will let your company identify the true bottlenecks and find the right remedies for a smooth, automated end-to-end revenue process. Learn how to initiate an analysis within your own marketing, sales, and financial organizations.

Andrew Morris, Morris Advisors Thursday, 4:00 pm – 5:15 pm • Australia 3 Get expert insight into what all businesses can learn about the value of CRM based on the challenges faced by retailers. In this session, hear from a 20-year veteran of project management and mobile commerce about why you should now look at the holistic value of CRM instead of CRM’s individual components. Examine case studies from the rapidly changing world of retail as starting points for your own company, regardless of industry. Review new developments in payments, loyalty marketing, and mobile technology, and look at why success in each of these strategic areas starts with enrolling customers — and is maximized through effective management of customer data and relationships. Learn to boost ROI from CRM with payments, loyalty, and mobile initiatives that support, enhance, and propel each other.

How improving customer experience can help beat your competition, drive loyalty, and boost profits Michael Hinshaw, MCorp Consulting Tuesday, 4:15 pm – 5:30 pm • Europe 2 Get a brand and marketing executive’s perspective on why improving the customer experience — and creating greater value for customers — may be the next Holy Grail for remaining competitive in your industry. Find out how CRM can help you more effectively measure customer experience, rather than simply track customer transactions. Learn the three most common methods of measuring customer experience, and how companies can analyze this data to drive useful insights and strategies. Explore how to increase the number of satisfied and loyal customers for your enterprise by focusing on improvements to customer experience. Hear about three steps any executive manager can take to build an ROI case for customer experience.

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CRM for CPGs: Talking directly to consumers through the mobile channel Andrew Morris, Morris Advisors Thursday, 11:45 am – 1:00 pm • Southern Hemisphere III Friday, 2:00 pm – 3:15 pm • Asia 5 Find out from a 20-year veteran of project management and mobile commerce how mobile technology has redefined the ability of consumer packaged goods (CPG) companies to influence consumers by extending dialogue into the retail environment, at the point of purchase, and in real-time. Explore why CRM strategists must now consider a more consumer-centric approach in addition to managing the traditional relationships with retailers and distributors. Learn how mobile technology is changing the way consumers shop, make payments, and engage with brands. Hear best-in-class examples of how CPGs can use mobile channels to converse directly with consumers, and learn a step-by-step approach for engaging with the mobile consumer in 2011.

Session Descriptions

Why CRM champions must embrace social media concepts Brent Leary, CRM Essentials Tuesday, 4:15 pm – 5:30 pm • Southern Hemisphere I Join a social media expert and recipient of CRM Magazine’s 2004 Most Influential Leader Award as he discusses why CRM must evolve into a conversation with the customer. Examine new trends on Facebook, Twitter, and other social media sites that reflect a growing desire by consumers to trust the companies they do business with. Find out the practical differences between traditional CRM and social CRM (SCRM), and how you can bridge those gaps to the benefit of your company. Explore SCRM concepts — such as using social analytics and creating context-specific content based on conversations with customers — while also learning best practices for creating a social media strategy for your organization. Get an overview of the initial findings of a social customer engagement index that the speaker helped develop, which reveals ways to help companies better integrate social and traditional communication with customers.

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Session Descriptions

Track 1: Sales, marketing, and customer service at best-run businesses

Case study: An inside look at Grainger’s accelerated upgrade Jay Desai and Chuck Recktenwald, Grainger Tuesday, 1:00 pm – 2:15 pm • Southern Hemisphere II Take an in-depth tour of how Grainger completed an upgrade from SAP CRM 5.0 to SAP CRM 7.0 on an accelerated schedule of eight months. Find out how the wholesaler of facilities management products built a business case for its upgrade. Get details about how the company set up the aggressive implementation timetable — and then stuck to it. Gain insight into the differences between SAP CRM 5.0 to SAP CRM 7.0 that mattered the most to Grainger. Explore the communication and training challenges of educating few thousand users for the SAP CRM upgrade, including B2B sales representatives and customer service teams.

Case study: Lessons learned about user adoption and technology developments during an upgrade at Day & Zimmermann Bernard F. Greene III, Day & Zimmermann Thursday, 11:45 am – 1:00 pm • Southern Hemisphere IV Tap into the firsthand experience from Day & Zimmermann regarding its SAP CRM upgrades, during which the provider of industrial, defense, and workforce services struggled with SAP CRM 4.0 adoption but then flourished with an SAP CRM 2007 installation. Learn how the company effectively managed SAP CRM buy-in from executives, managers, and users during the upgrade. Get insight into the SAP CRM technology evolution that Day & Zimmermann analyzed, including why the SAP CRM 2007 UI and sales force applications sold the company on making an upgrade. Hear how the company uses the UI to present different layout fields to its business units. See how a master data team collects customer contact information, tracks potential opportunities, and creates new customer hierarchies. Explore the company’s reporting dashboard for managers, which pulls in SAP ERP and SAP CRM data by customer and business unit using SAP NetWeaver Visual Composer.

Case study: How Applied Materials uses questionnaires to drive sales approvals and clean booking checklists Anne Kaur, Applied Materials Wednesday, 1:00 pm – 2:15 pm • Northern Hemisphere A-3 Find out how Applied Materials evaluated different options for its sales approval process and clean booking checklist (i.e., a checklist to clear a purchase order) and arrived at SAP CRM 7.0 as the solution to improve its workflow. Hear firsthand from the nanomanufacturing technology provider about how the use of electronic questionnaires helps it obtain key answers that trigger required approvals for sales orders, such as customers who ask for nonstandard payment terms. Gain insight into the straightforward approach Applied Materials takes with sales approval requests, including prompts sent to approvers via email and within the SAP CRM 7.0 Web UI. Also hear how the company has used SAP CRM 7.0 to enable mobile sales approvals via BlackBerrys.

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Case study: Creating sales performance dashboards for a 360° view of customers at Harris Products Group Greg Langston, Harris Products Group Thursday, 11:45 am – 1:00 pm • Americas Seminar Room Get the inside scoop on how Harris Products Group, a division of Lincoln Electric, uses performance dashboards in SAP CRM 2007 to provide its sales representatives with a 360° view of customers, along with the “line of sight” from sales targets to actual performance and projected variable compensation. Find out how the manufacturer of brazing products and oxyfuel cutting equipment used SAP NetWeaver Visual Composer to create applications for its dashboard. Hear about the deliberations that helped the company arrive at the dashboard idea, and see exactly what information the dashboards present. Gain insight into how Harris Products Group brought new tools to its sales team to increase efficiency and productivity. Hear directly from the organization about the advantages it sees in arranging sales functions under one system using SAP CRM 2007.

Case study: How Infosys rolled out opportunity management to its sales force Sunil Thakur, Infosys Technologies Wednesday, 2:45 pm – 4:00 pm • Southern Hemisphere II Hear how IT consulting firm Infosys outgrew its home-grown CRM system and decided to move to SAP CRM 2007 to better monitor its sales opportunity management process. Review the challenges presented by the large number of integration points Infosys needed to address with SAP CRM 2007, including other SAP systems (e.g., human capital management and financial management) and line-of-business systems (e.g., credit analysis, bid proposals, pricing estimates, and project tracking). Understand how SAP’s enterprise portal, access control engine, and governance, risk, and compliance functions were integrated for role provisioning and access control. Also, take home lessons about how Infosys successfully met the need for a CRM sales workflow that tied in with the enterprise’s large mobility platform — especially considering 20,000 sales opportunities went through the workflow process from January 2010 to July 2010.

Case study: Sales opportunity management and business intelligence reporting at Suncor Energy Judy Hildebrandt, Suncor Energy Tuesday, 4:15 pm – 5:30 pm • Southern Hemisphere II Friday, 10:00 am – 11:15 am • Asia 4 Take an in-depth look at how the SAP CRM team at Suncor Energy reacted when a sales division asked for better ways for its representatives to use the sales cycle. Get insight into how the oil and gas company uses functions within SAP CRM to create an easy-to-use questionnaire that assists in assigning sales leads and opportunities. Learn how, by rating the answers that sales reps give for the questionnaire’s queries, SAP CRM is able to provide a calculated chance of success for a given sales opportunity — and view a demo of the questionnaire. Also, see how the accumulated sales cycle information flows to SAP business intelligence functions to provide more reliable end-to-end reporting.

Session Descriptions

Case study: How Dow Corning manages customer “exposure to closure” using marketing functionality

Case study: Ecolab’s fast-billing entry project, completed under budget in four months

Bill Pritchett, Dow Corning Corporation Tuesday, 10:30 am – 11:45 am • Southern Hemisphere I Learn firsthand how Dow Corning has developed business processes for tracking customer interactions — from the time contacts are first exposed to the company’s products and services to the time they begin purchasing. See how the developer of silicon-based products uses SAP CRM 7.0 to execute email marketing campaigns and then measure their effectiveness. Tap into different techniques that allow Dow Corning to track Web site visits as a way to gauge its customers’ interests. Gain practical insight into how the company automates lead management within SAP CRM 7.0 to ensure proper follow-up with contacts in order to win business opportunities.

Prashant Narayan and George Pauliyan, Ecolab Tuesday, 1:00 pm – 2:15 pm • Australia 3 Find out how Ecolab reduced data entry time and simplified data entry procedures as part of an SAP CRM fast-billing entry project using GuiXT by Synactive, which is bundled with all SAP products from SAP R/3 4.6c onward. Hear firsthand details of how Ecolab completed its project within four months and 15% under budget. Get insight into why the global cleaning and sanitizing company chose GuiXT, including cost advantages, flexibility in the software, and minimum disruption to core CRM architecture. Understand the key features of GuiXT that attracted Ecolab, including customized CRM screens, enforced data validation, and new function modules. Examine the challenges presented to Ecolab by GuiXT, including the company’s experience that GuiXT did not “understand” the SAP CRM ABAP™ list viewer (ALV) grid.

Case study: The success behind DONG Energy’s new marketing letter campaign process Michael Wolff Knudsen, DONG Energy A/S Thursday, 4:00 pm – 5:15 pm • Asia 4 Hear about the successes experienced by DONG Energy following the rollout of new marketing functionality for its B2C market. See how the energy group’s marketing team builds segments using CRM and SAP business intelligence data, and then sends the target group campaign letters using the SAP Document Presentment application by StreamServe. Find out how marketers — not IT users — can customize the details of the campaign letters before sending them. Learn why DONG Energy had to use BI data as part of the project, and how it analyzes customer responses from the letters. Examine how well the company has met its goal of having an eight-hour window from the birth of a marketing idea to printing the campaign letters.

Case study: How Direct Relief International uses SAP CRM to collaborate with partners Ross Comstock, Direct Relief International Thursday, 11:45 am – 1:00 pm • Asia 2 Find out how Direct Relief International, a not for profit organization, is using SAP CRM to become one of the nation’s most efficient charities – providing needed medicines and supplies to 50 states and 80 countries worldwide. Learn how Direct Relief has integrated SAP CRM with SAP ERP and SAP BusinessObjects to create a seamless customer portal that connects three distinct partner communities. Find out how Direct Relief leveraged the SAP CRM e-commerce capability to build an on-line product donation system for supplier partners and an on-line ordering system for hospitals and clinics, helping to match supply with demand. Learn how Direct Relief was able to modify the solution and roll-out a nationwide flu shot voucher program for a major pharmacy chain in less than three weeks. Understand how Direct Relief is extending the SAP CRM e-commerce framework to create an ultra-efficient replenishment capability, helping donor partners replace inefficient and costly patient assistance programs. Get an inside look at how Direct Relief utilizes the SAP CRM survey capabilities and marketing attributes to target and communicate with selected partners. See how Direct Relief leverages Partner Channel Management for partner engagement and partner lifecycle management. Hear how Direct Relief is utilizing a hybrid ASAP/Agile methodology and progressive rollouts to reduce project risk while delivering capabilities that partners need the most.

Case study: A detailed look at Colgate-Palmolive’s successful service center Pablo Avila, Colgate-Palmolive Wednesday, 8:30 am – 9:45 am • Asia 1 Draw valuable lessons from the experiences of Colgate-Palmolive, which runs its IT service center on SAP CRM 2006/s (SAP CRM 5.2). Learn how the global consumer products company uses SAP CRM as the backbone for its efficient service center’s activities, including reporting, ticketing, determining trends, and conducting root-cause analyses. Hear first-hand how the service center supports end users, such as employees running payments or working in the warehouse. Get in-depth details about the company’s plans to upgrade to SAP CRM 7.0, including which tools in the latest version are best suited for service center activities (such as a more friendly user interface and the opportunity for online self-service).

Case study: How Yaskawa America customized its ecommerce features Dennis Fitzgerald and Parvez Gani, Yaskawa America Tuesday, 4:15 pm – 5:30 pm • Southern Hemisphere V Take a guided tour of how Yaskawa America built upon the Web channel functions of SAP CRM 7.0 by developing a customized e-commerce application. Find out how the application brings current Web-based collaboration features to customers of the robotics and motion solutions manufacturer. Learn how Yaskawa’s order entry and check status functions got a boost by adding the ability for customers to rank their order entry experience or add comments to a new order transaction — options that allow customers to interact immediately with the company online rather than through a followup e-mail or phone call. See how Yaskawa used innovative ways to achieve its customized functions by building off the foundation provided by SAP CRM 7.0, resulting in a more comprehensive view of its customers.

Case study: How Grainger achieves a 360° view of its customers Jay Desai and Chuck Recktenwald, Grainger Tuesday, 4:15 pm – 5:30 pm • Americas Seminar Room Learn how Grainger grabbed the elusive 360° view of its customers by using SAP CRM 7.0 as a framework. See how the company views its top 10 contacts, top 10 product categories, and year-over-year customer sales history all in just a few clicks. Hear firsthand how the wholesaler of facilities management products assesses its high-volume transactions daily to glean useful information from more than 1 million customers and contacts. Find out how Grainger’s sales force uses SAP CRM 7.0 for call planning and taps into associated customer information. Take away tips on how to best use your SAP CRM investment to gain an all-encompassing picture of your customers.

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Session Descriptions

Implement SAP CRM 7.0 for better lead management and integration

Case study: How General Mills extended sales force automation functions on the iPad

Pankaj Rana, NRG Energy Wednesday, 1:00 pm – 2:15 pm • Southern Hemisphere III Friday, 2:00 pm – 3:15 pm • Southern Hemisphere IV Hear firsthand the reasons for migrating to SAP CRM 7.0 from other CRM systems. Faced with growing concerns about not having customer data inhouse and lacking an easy way to convert sales prospect records into customer records? SAP CRM has a solution. Find out how the move can save your company money and improve CRM scalability. And even if your organization doesn’t have a history with prior CRM system, you’ll still benefit from tips about managing customer intelligence and achieving better lead management by using SAP CRM. Also gain insight into how to allow on-the-road sales team members to access SAP’s UI via a Web link across firewall, a method that few companies employ today.

Kerry Gustafson and Chad Smude, General Mills Thursday, 2:30 pm – 3:45 pm • Americas Seminar Room Take an in-depth look at how General Mills decided which SAP CRM 7.0 sale force automation functions to extend to the Apple iPad, such as accounts and contacts. Learn why the food company mobilized some processes, but not others. Find out how General Mills customized Sybase’s standard solution platform for the iPad so that its bakeries and food service sales representatives could revise customer data in the field, including contact information, activities, and status on sales campaigns and subsequent opportunities. Explore how General Mills uses surveys with sales opportunities, which represents a new approach for using SAP CRM. Find out how General Mills executed change management, as well as what value the company provided its sales reps to increase adoption of new mobility functionality. Hear firsthand about the company’s challenges during development and go-live for the sales functions now extended to the iPad.

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Session Descriptions

Track 2: SAP CRM implementations and upgrades

Customer panel: Dos and don’ts for your SAP CRM upgrade Moderator: Jim Goldfinger, SAP; Panelists: Bill Pritchett, Dow Corning Corporation; Jay Desai, Grainger; and Judy Hildebrandt, Suncor Energy Thursday, 8:30 am – 9:45 am • Asia 2 This panel session will showcase the experiences of SAP customers who have upgraded to SAP CRM 7.0, focusing on specific lessons and pitfalls they’ve been through. Hear about the business cases these customers developed to support their upgrade efforts, and find out what they think were the most critical aspects of their projects.

Best practices to speed up your data migration Oren Shatil, SAP Labs and Eugene De Lattes, SAP America Thursday, 2:30 pm – 3:45 pm • Southern Hemisphere II Find out how to decrease the time needed for data migration and increase that data’s accuracy and quality. Take a tour of SAP Best Practices for Data Migration, a tool that utilizes multiple XIF IDocs available for loading data into SAP CRM, whether it’s a small or standalone SAP CRM installation or an implementation for a large enterprise. Learn how SAP BusinessObjects Data Services allows direct data extraction from a slew of sources: XML, flat files, data streams, and direct database access. See how the SAP BusinessObjects™ Data Services staging area provides a sound mapping technique enhanced with reports, testing tools, validation services, and correction capabilities. Get an update on the second release of Best Practices for Data Migration, which is scheduled for publication in late 2010.

Customer panel: Best practices for SAP CRM rapid deployment Moderator: Vinay Iyer, SAP; Panelists: Craig Pedersen, Hunter Douglas; Richard Downham, Freudenberg; Diana Coles, Georgia Pacific Wednesday, 1:00 pm – 2:15 pm • Asia 2 This interactive panel discussion features SAP customers who have undergone rapid deployment of SAP CRM solutions. Benefit from the lessons and best practices they share about their approach, methodologies, and tools. Find out why these customers made the decision to go with rapid deployment and what the results have been.

Executive session: How to manage the non-technical aspects of your project for greater and more rapid success Alan Kisling, Brand Velocity Wednesday, 8:30 am – 9:45 am • Asia 4 Go beyond traditional project management and get valuable tips about how to complete your projects faster and more successfully by streamlining decisionmaking, straight from a former vice president of Coca-Cola who led the global roll-out of SAP for the beverage company. Walk away with productive methods and tools for involving and integrating key executives with your project and learn new, innovative ideas to keep focus on the ultimate benefits of a project, rather than strictly on its cost. Find out how to avoid major nontechnical pitfalls that cause SAP initiatives to fail, be delayed, or go over budget — such as not effectively carrying out change management efforts. Take home real-life examples of how effective governance and project management routines can accelerate your SAP efforts and lead to more rapid achievement of the desired benefits for your business.

Understanding and managing the many different personalities on a project team Bill Ziska, Deloitte Tuesday, 10:30 am – 11:45 am • Asia 1 Explore why, as a project manager, it is so important to understand the different personalities, priorities, and motivations that each team member brings to a project and how those differences can impact project collaboration and results. Identify various techniques for effectively managing different types of personalities so all team members gain personal satisfaction and add value to your project. Examine 10 critical lessons for dealing with different personalities and needs which, if left ignored, can have a dramatic and detrimental impact on your SAP project’s success. Walk through examples of pitfalls managers make based on personality stereotypes, including downplaying training, lack of recognition, and acting inconsistently, and learn how to avoid them during your SAP projects. Walk away from this session with an understanding of the top 10 issues that can keep you from getting the most from your technical staff and advice for effectively resolving those issues. Find out what the best project managers do to manage disparate personalities and get tips for finding and cultivating natural leaders within your project teams.

Technical considerations to weigh during your upgrade Ganesan Chittharanjan, SAP America Friday, 11:30 am – 12:45 pm • Americas Seminar Room Understand the technical items your organization should tackle as it plans for a successful upgrade to SAP CRM 7.0. Explore the various SAP CRM upgrade paths an enterprise can take and what deliberations to consider for each route, and learn strategies to help your company make a smooth and seamless transition to SAP CRM 7.0 from earlier releases. Get details about the new technical and functional components that will be added to the CRM environment with an upgrade — and conversely, learn what components will be removed as part of the project. Arm yourself with technical details about SAP CRM 7.0 that your entire company will benefit from during your upgrade.

Rapid deployment: How to get SAP CRM up and running … fast Lois Bruckner, SAP America Tuesday, 2:30 pm – 3:45 pm • Southern Hemisphere V Friday, 10:00 am – 11:15 am • Asia 1 Get details about the new SAP CRM rapid deployment solutions, and take a critical look at the value your company may get from such an implementation. Learn more about how rapid deployment applies to SAP CRM features, such as sales, marketing, customer service, and call center operations. Dive into the methodology behind the rapid deployment approach, and review the types of projects for which the solution is appropriate. Assess your options by finding out what elements are within the scope of a rapid deployment implementation, and compare rapid deployment to traditional roll-outs. Hear the benefits that SAP focuses on with rapid deployment, and examine key factors that make a SAP CRM rapid deployment successful.

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Session Descriptions

A guide to the most important decisions and actions for your implementation

Case study: Lessons learned from Sony Canada’s trade promotion management (TPM) implementation

Nitin Solanki, Deloitte Wednesday, 10:15 am – 11:30 am • Southern Hemisphere I Learn about key decisions to make and actions to take before implementing an SAP CRM solution. Get advice on attaining strong executive management support and having high end-user involvement from the beginning of the implementation. Learn how to implement SAP CRM quickly and most effectively using a preconfigured solution with defined business processes, and consider the distinction between different methodology options, such as ASAP and ASAP Focus. Take away recommendations on implementing SAP CRM using a phased approach instead of a big bang approach. Gain insight into different deployment options, such as on-premise or hosted, and operational maintenance ideas, such has using internal support or using application managed services. Get a better understanding about pricing discounts that SAP provides depending on the size of the company and the number of users.

Sathya Subramanyam, Sony Canada Friday, 8:30 am – 9:45 am • Asia 1 Find out how Sony Canada is actively using SAP CRM Trade Promotion Management (TPM) to support its planning, funds management, promotions management, claims management, accruals and internal approval processes. Get insight into the company’s unique implementation approach and the best practices it deployed to complete the project in 7 months. Walk through some of the lessons Sony Canada learned during the project including, how they integrated SAP BW with SAP CRM trade promotions functionality to provide unique reporting and analytics capabilities. Learn how the project team worked to clearly define user and manager expectation of TPM; build a prototype of the product and present it to the key stakeholders to ensure TPM would deliver exactly what was expected. Understand how and why a solid master data management strategy is key to this implementation. Understand the benefits Sony Canada has realized from utilizing TPM, including, better reporting on a customer-profitability, reduction in manual administrative work, cost savings because of accurate payment of trade claims, standardization of promotion announcements to the customer, and streamlining of communication between Sales, Marketing and Finance.

Comparing the features of SAP CRM 7.0 and SAP CRM 2007 to earlier releases Scott Druckenmiller, SAP Labs Wednesday, 2:45 pm – 4:00 pm • Americas Seminar Room Friday, 10:00 am – 11:15 am • Americas Seminar Room Compare and contrast the features, functions, and integration capabilities of SAP CRM 7.0 and SAP CRM 2007 with those of predecessors SAP CRM 4.0 and SAP CRM 5.0. Hear about the specific changes made to SAP CRM since the release SAP CRM 4.0, and what current benefits drive customers to upgrade their solutions to either SAP CRM 7.0 or SAP CRM 2007. Find out the factors behind why customer adoption of SAP CRM 7.0 and SAP CRM 2007 has been 45% faster than that of previous releases. Learn about the services that are available from SAP and its system-integration partners to upgrade your SAP CRM solutions quickly and cost-effectively.

Demo group: What you need to know about the SAP CRM 7.0 user interface Scott Druckenmiller, SAP Labs Tuesday, 1:45 pm – 2:15 pm • Europe 2 This unique demo-oriented session gives offers a detailed introduction the new user interface available with SAP CRM 7.0. Get familiar with its navigation options and look and feel. Understand what the potential impact might be on existing processes, productivity, and training requirements. Learn opportunities to effectively deploy this interface and walk through examples that demonstrate the impact of this UI on customer interaction.

Accelerate the ROI of your SAP CRM implementation by driving user adoption and productivity with accelerator programs from GlobalSoft Kaushik Ray and Santosh Menon, GlobalSoft Solutions Tuesday, 1:00 pm – 1:15 pm • Europe 1 S This session examines how you can utilize GlobalSoft’s PowerPak solution to increase user adoption, productivity, and enable SAP CRM users to better manage data. Take a detailed look at the lean implementation approach using pre-configured accelerators for SAP CRM 7.0. Learn how to enrich loweffort, high-impact business processes. See how you can drive down costs and shorten implementation time lines by implementing pre-developed accelerator programs. See a demo of a sample SAP service management business scenarios and inbuilt accelerator programs. See sample accelerators related to Web UI enhancements, data validation and governance. Walk away from this session with a clear understanding of the value of accelerator programs and expected returns.

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Case study: An inside look at Grainger’s accelerated upgrade Jay Desai, Chuck Recktenwald, Grainger Tuesday, 1:00 pm – 2:15 pm • Southern Hemisphere II Take an in-depth tour of how Grainger completed an upgrade from SAP CRM 5.0 to SAP CRM 7.0 on an accelerated schedule of eight months. Find out how the wholesaler of facilities management products built a business case for its upgrade. Get details about how the company set up the aggressive implementation timetable — and then stuck to it. Gain insight into the differences between SAP CRM 5.0 to SAP CRM 7.0 that mattered the most to Grainger. Explore the communication and training challenges of educating few thousand users for the SAP CRM upgrade, including B2B sales representatives and customer service teams.

Case study: Lessons learned about user adoption and technology developments during an upgrade at Day & Zimmermann Bernard F. Greene III, Day & Zimmermann Thursday, 11:45 am – 1:00 pm • Southern Hemisphere IV Tap into the firsthand experience from Day & Zimmermann regarding its SAP CRM upgrades, during which the provider of industrial, defense, and workforce services struggled with SAP CRM 4.0 adoption but then flourished with an SAP CRM 2007 installation. Learn how the company effectively managed SAP CRM buy-in from executives, managers, and users during the upgrade. Get insight into the SAP CRM technology evolution that Day & Zimmermann analyzed, including why the SAP CRM 2007 UI and sales force applications sold the company on making an upgrade. Hear how the company uses the UI to present different layout fields to its business units. See how a master data team collects customer contact information, tracks potential opportunities, and creates new customer hierarchies. Explore the company’s reporting dashboard for managers, which pulls in SAP ERP and SAP CRM data by customer and business unit using SAP NetWeaver Visual Composer.

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Session Descriptions

Track 3: Sales

Customer panel: Top strategies to ensure sales success

How to effectively manage sales strategy and objectives

Anne Kaur, Applied Materials and Judy Hildebrandt, Suncor Energy, Sunil Thakur, Infosys Technologies, Dietmar Bohn, SAP AG Wednesday, 10:15 am – 11:30 am • Asia 2 This customer panel offers candid advice and findings from three SAP customers about how to ensure sales success in your organization. Walk away with proven strategies from peers that have improved sales efforts at their companies.

Dietmar Bohn, SAP AG Wednesday, 8:30 am – 9:45 am • Southern Hemisphere IV Hear how companies are leveraging SAP CRM to manage their overall sales strategy and (KPIs). Understand how to map specific sales objectives to SAP CRM functionality. Explore different sales force automation capabilities in the SAP CRM that can help you set and manage objectives across the entire lead to close process. Hear how territory management functionality can help you ensure 100% customer coverage and support the allocation of your best sales reps to your most valuable customers. Step through a demo of how to accelerate deals through the pipeline by getting the most out of enterprisewide information and proven activities in every step of a sales cycle. Consider the value of having all relevant information at your fingertips any time and anywhere through mobility solutions.

Executive session: A model for breaking down barriers between marketing, sales, and finance Albert Kleynhans, Accrete Solutions Tuesday, 10:30 am – 11:45 am • Asia 5 Better identify inefficiencies created in the hand-off of information between three disciplines: marketing, sales, and finance. Learn how creating a more integrated process, rather than dissecting the problems within each of the aforementioned disciplines, can help enterprises close deals more resourcefully. Examine how to recognize major pain points in the macro revenue management process and then simulate that process as a way to mitigate the risks ahead of time. Walk away with an evaluation model that will let your company identify the true bottlenecks and find the right remedies for a smooth, automated end-to-end revenue process. Learn how to initiate an analysis within your own marketing, sales, and financial organizations.

Get the most out of SAP CRM’s sales force automation (SFA) capabilities Dietmar Bohn, SAP AG Tuesday, 1:00 pm – 2:15 pm • Southern Hemisphere V Take a tour of sales force automation (SFA) capabilities in SAP CRM and learn how SFA supports all steps of a sales cycle, including sales planning, targeting, qualification, and closing. Get tips on SAP ERP integration with SFA and the benefits for the users, considering all possible integration options. Learn what enhancements have been made to SFA in SAP CRM 7.0 enhancement package 1 and how they can improve the productivity of your sales organization. Hear best practices on how customers successfully use SAP CRM in their sales organization to ensure that sales representatives are always focusing on the most valuable customers, deals, and proven activities. Get stepby-step instruction for conducting an opportunity pipeline analysis, and hear how sales enablement functionality can now enhance sales productivity as well as collaboration between sales and marketing. Step through a demo of the major capabilities and differentiators of SFA capabilities in SAP CRM. Understand the roadmap for SFA, including sales analytics and mobility.

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Use new rule builder-based design in territory management to more effectively manage sales force assignments Harsh Murarka, intiGrow Thursday, 10:15 am – 11:30 am • Australia 3 Explore the entire range of capabilities behind territory management so that it becomes a more productive function for your sales force assignments. Learn how to use the new rule builder based on Business Rules Framework plus, which is integrated within the territory management function of SAP CRM 7.0. Take away insights into what rules and conditions to create as part of more effective territory modeling, and step beyond standard territory rules by seeing how to assign custom criteria for specific sales classifications. Learn how to: model your territories by geography and industry; classify territories; and define rule polices, rule sets, and rules. Find out how to migrate territory management data from earlier SAP CRM releases to the SAP CRM 7.0 version — all in just a few steps. Also, review the architecture changes within territory management under SAP CRM 7.0, including a list of new technical aspects, and understand how to properly assess reporting and security options.

Demo group: Classifying sales territories Harsh Murarka, intiGrow Thursday, 11:45 am – 12:15 pm • Europe 2 This 30-minute demo group follows up on the topic on territory management. See a demo on how to model and classify sales territories in SAP CRM, including what attributes and rules to create.

Session Descriptions

Learn how to drive sales force user adoption through a comprehensive change management program

Save time by integrating Excel with SAP CRM to perform updates of master and transactional data

Karl Rupilius, Deloitte Consulting Thursday, 8:30 am – 9:45 am • Northern Hemisphere A-2 Tackle the problem of low user adoption curves that sales force automation (SFA) projects face when sales people don’t enjoy using systems, instead preferring to employ their tried-and-true tools. Receive guidance about winning over your sales reps in such situations by incorporating a change management program into your SFA implementation. Learn three building blocks of effective SFA change management, including how to prepare people to adapt to new SFA changes; how to communicate key messages about the changes to stakeholders; and how to train end users to actually put a new system into practice. Take home sample plans of the aforementioned building blocks that you can put to use in your own projects. Also, learn six secrets behind driving successful change and user adoption.

Tijo Simon, Cognizant Technology Solutions Wednesday, 10:15 am – 11:30 am • Europe 2 Make life easier for your sales representatives: Let them spend less time uploading quarterly Microsoft Excel spreadsheet data into SAP CRM and more time closing last-minute deals by following a simple solution. Learn how to maintain SAP CRM objects (both header and item-level data) off-line in a spreadsheet template and upload them into SAP CRM without logging into SAP CRM. See how to easily download information such as sales opportunities from SAP CRM into Excel. Get introduced to the building blocks that will enable you to bring this solution back to your company without buying any new software. Gain valuable insights into integrating Excel applications with SAP CRM by using visual basic scripts, .NET framework, and single sign-on tickets.

Realizing the full benefit of using SAP Internet pricing and configurator functionality, including through third-party applications Ganesan Chittharanjan, SAP America Thursday, 4:00 pm – 5:15 pm • Southern Hemisphere I How do you build a scalable pricing interface that can be used for pricing materials, bill of materials, and configurable products? How can you use SAP ERP and SAP CRM pricing with third-party applications? What do you need to consider before you go down this path? What techniques can you use to optimize pricing? Get in-depth answers to these questions and more during this session about SAP Internet pricing and configurator (IPC) functionality. Review examples of how two SAP customers got the most out of IPC in highvolume scenarios. Walk away with an introduction to the new features and functionality for pricing and tax calculation in SAP CRM 7.0 enhancement package 1, which is scheduled for release by January 2011.

Introducing SAP Sales OnDemand: Breaking boundaries to improve sales effectiveness William Hou, SAP Tuesday, 2:30 pm – 3:45 pm • Northern Hemisphere A-1 Be among the first to preview the new SAP Sales OnDemand. Find out how the new solution will improve your sales team’s effectiveness by breaking traditional boundaries of enterprise applications. Get insight into how SAP Sales OnDemand has been built with sales representatives in mind. Learn how this next generation collaborative sales solution brings together people and information to help sales professionals perform their jobs better, faster, and more safely in the global economy. See how the solution will enable users to get sales force automation functionality quickly, and learn about the new features SAP Sales OnDemand brings to companies.

Case study: The success story behind rolling out contact and account management at OPUBCO Communications Group Pam Harris, OPUBCO Communications Group Wednesday, 4:15 pm – 5:30 pm • Asia 2 Hear straight from OPUBCO Communications Group about why it recently rolled out expanded SAP CRM 7.0 functions, such as contact management and account management, to its sales team as part of a 15-week project that was scheduled to go live in January 2011. Hear how the family-owned media company, which publishes The Oklahoman newspaper and Newsok.com website, successfully integrated groupware with Microsoft Outlook to better serve account executives who are transitioning to electronic records. Gain insight into how the company integrated the SAP CRM interaction center with ECC, including visibility to IS media transactions. Get details behind the company’s success at integration testing and user training related to this enhancement project. Take an inside look at why OPUBCO wanted to stay within the SAP suite for its CRM applications and learn what the company considers the prime advantages to using SAP CRM.

Improved CRM process analytics for your sales and service processes S Dr. Klemen Cas, ecenta AG Wednesday, 8:30 am – 9:45 am • Europe 1 This session delves into a new framework from ecenta for process analytics and dashboarding that delivers common KPIs from the data collected in SAP CRM. Learn how this generic framework can be used to derive metrics in customer service or sales force automation. See how it goes beyond what SAP provides as standard SAP NetWeaver BW content. Take a look at a case study from a company that has successfully utilized this framework to deliver mission critical dashboards and reports for its customer service organization. Take a look at several examples of how custom dashboards can be created on top of SAP NetWeaver BW that are easy to use and serve the requirements of both occasional users and power users.

How to integrate mobile sales force automation with Sybase and the iPad Axel Fiedler, PwC Friday, 11:30 am – 12:45 pm • Southern Hemisphere IV Learn how to successfully implement a mobile sales force automation (SFA) project in SAP CRM using Sybase’s mobile solutions for the Apple iPad. Go beyond just the features of mobile solutions and look at SFA project management strategies. Hear how to head off resistance from sales representatives about moving to SFA by effectively using change management techniques that have worked at other companies. Get insight into how to create and effectively deploy mobile iPad applications for sales. Explore the legal aspects related to mobility projects, such as device ownership or intellectual property (e.g., storing copyright-infringed data on corporate computers). Take away lessons learned from actual SAP CRM implementations of SFA on Apple’s iPad.

Case study: How Applied Materials uses questionnaires to drive sales approvals and clean booking checklists Anne Kaur, Applied Materials Wednesday, 1:00 pm – 2:15 pm • Northern Hemisphere A-3 Find out how Applied Materials evaluated different options for its sales approval process and clean booking checklist (i.e., a checklist to clear a purchase order) and arrived at SAP CRM 7.0 as the solution to improve its workflow. Hear firsthand from the nanomanufacturing technology provider about how the use of electronic questionnaires helps it obtain key answers that trigger required approvals for sales orders, such as customers who ask for non-standard payment terms. Gain insight into the straightforward approach Applied Materials takes with sales approval requests, including prompts sent to approvers via email and within the SAP CRM 7.0 Web UI. Also hear how the company has used SAP CRM 7.0 to enable mobile sales approvals via BlackBerrys.

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Session Descriptions

Case study: Creating sales performance dashboards for a 360° view of customers at Harris Products Group

Case study: Sales opportunity management and business intelligence reporting at Suncor Energy

Greg Langston, Harris Products Group Thursday, 11:45 am – 1:00 pm • Americas Seminar Room Get the inside scoop on how Harris Products Group, a division of Lincoln Electric, uses performance dashboards in SAP CRM 2007 to provide its sales representatives with a 360° view of customers, along with the “line of sight” from sales targets to actual performance and projected variable compensation. Find out how the manufacturer of brazing products and oxyfuel cutting equipment used SAP NetWeaver Visual Composer to create applications for its dashboard. Hear about the deliberations that helped the company arrive at the dashboard idea, and see exactly what information the dashboards present. Gain insight into how Harris Products Group brought new tools to its sales team to increase efficiency and productivity. Hear directly from the organization about the advantages it sees in arranging sales functions under one system using SAP CRM 2007.

Judy Hildebrandt, Suncor Energy Tuesday, 4:15 pm – 5:30 pm • Southern Hemisphere II Friday, 10:00 am – 11:15 am • Asia 4 Take an in-depth look at how the SAP CRM team at Suncor Energy reacted when a sales division asked for better ways for its representatives to use the sales cycle. Get insight into how the oil and gas company uses functions within SAP CRM to create an easy-to-use questionnaire that assists in assigning sales leads and opportunities. Learn how, by rating the answers that sales reps give for the questionnaire’s queries, SAP CRM is able to provide a calculated chance of success for a given sales opportunity — and view a demo of the questionnaire. Also, see how the accumulated sales cycle information flows to SAP business intelligence functions to provide more reliable end-to-end reporting.

Case study: How Infosys rolled out opportunity management to its sales force Sunil Thakur, Infosys Technologies Wednesday, 2:45 pm – 4:00 pm • Southern Hemisphere II Hear how IT consulting firm Infosys outgrew its home-grown CRM system and decided to move to SAP CRM 2007 to better monitor its sales opportunity management process. Review the challenges presented by the large number of integration points Infosys needed to address with SAP CRM 2007, including other SAP systems (e.g., human capital management and financial management) and line-of-business systems (e.g., credit analysis, bid proposals, pricing estimates, and project tracking). Understand how SAP’s enterprise portal, access control engine, and governance, risk, and compliance functions were integrated for role provisioning and access control. Also, take home lessons about how Infosys successfully met the need for a CRM sales workflow that tied in with the enterprise’s large mobility platform — especially considering 20,000 sales opportunities went through the workflow process from January 2010 to July 2010.

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Session Descriptions

Track 4: Marketing

Enhancing customer loyalty with SAP CRM Bhushan Khadpe, SAP Labs Thursday, 8:30 am – 9:45 am • Southern Hemisphere II Gain strategies and best practices about how to best use customer loyalty data to drive interactive marketing campaigns across e-mail, mobile devices, Web sites, and social networks. See how the SAP CRM loyalty management solution helps you better plan and execute customer loyalty programs across all channels. Find out how loyalty management can help your company acquire and retain the best customers; encourage profitable customer behaviors; and build customer loyalty. Learn how SAP CRM marketing solutions work with leading interactive marketing providers (such as ExactTarget and StrongMail) to drive targeted messages and build long-term relationships with your most important customers. Walk away with ideas on how your marketers can “wow” customers more often.

How to save money on your trade projects in 2011 by using trade promotion management David Voss, SAP America Tuesday, 1:00 pm – 2:15 pm • Southern Hemisphere I Learn about the new capabilities for trade promotion management delivered within SAP CRM 7.0 enhancement package 1 — and why you should start focusing on the changes as a cost-savings measure. Take away best practices to start a trade project that have proven successful for multiple SAP customers. Find out how the new functionality in enhancement package 1 can add value to existing trade systems and save money on your trade project — and learn how to achieve these goals at your organization. Get expert recommendations and advice on how to implement trade promotion management or upgrade your current tool.

More bang for the buck: Maximizing return on marketing CRM Expert LIVE: Add this message: “If you are having trouble reading this email, click here” Bill Pritchett, Dow Corning Corporation Tuesday, 3:15 pm – 4:00 pm • Europe 2 Hear directly from CRM Expert LIVE speaker and author Bill Pritchett about how to create a Web-based version of your email marketing pieces that your contacts can access from your original email message. This solution circumvents problems when your contacts’ mail clients don’t render your marketing emails in a format that is easy to read and navigate. Walk through the process of setting up a Web-based version of an email marketing message, including how to create a contact record that represents all contacts who access the Web-hosted version of your campaign and how to build a target group based on custom filters. Learn how to keep tracking enabled in the Webhosted version of the form so you know how many contacts clicked on each link within the page. Also bring your questions about marketing functionality, which the author will discuss.

Extending trade promotion management’s effectiveness with next generation accelerators David Voss, SAP America Wednesday, 10:15 am – 11:30 am • Southern Hemisphere V Learn how accelerators can extend the capabilities of SAP CRM trade promotion management. Hear about SAP BusinessObjects offerings with trade promotion effectiveness and reporting and analytic capabilities — all of which can enhance trade promotion management. Get a roadmap of these solutions to implement at your organization. Check out lessons learned from an SAP global customer about a trade promotion management implementation. Also hear about the SAP BusinessObjects Planning and Consolidation value accelerator that addresses sales planning and building blocks to assist in volume forecasting and planning your trade promotions. Learn requirements and configuration tips to enable SAP BusinessObjects Planning and Consolidation as part of the overall trade planning process. Take away important steps to get started to complete the overall trade promotion loop.

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Dr. Shuki (Yizhak) Idan, SAP Labs Tuesday, 2:30 pm – 3:45 pm • Southern Hemisphere II Explore new ways to collaborate within your organization on marketing plans, budgets, and management, with the goal of increasing marketing returns and decreasing costs. Get details and expert recommendations about enhancements in the SAP CRM 7.0 marketing portfolio, and learn how these changes will enable marketing teams to better plan their activities, optimize their resources, and improve the success of their activities through integration with SAP RealTime Offer Management. Learn how to increase the value of your marketing efforts by planning marketing activities using marketing resource management. Find out how to maximize the return in each customer contact by achieving the best balance of business goals vs. customer needs. Hear about potential new avenues in SAP CRM that could further empower marketers to drive an agile and effective business.

Channel marketing: Extending market reach while strengthening your brand Matthias Goehler, SAP AG Wednesday, 1:00 pm – 2:15 pm • Australia 3 Find out how indirect channel marketing can improve customer experience, whether you are seeking out new markets or influencing your existing markets. Hear how SAP CRM 7.0 partner channel management solutions enable companies to extend their marketing reach and improve brand value when driving marketing activities through indirect channel partners. In this session, learn about the importance of channel marketing and key issues businesses face today; how companies can get the most out of their partners by conducting collaborative campaigns and reaching out to end customers more effectively; and how organizations can provide incentives to their partners to increase the return on marketing costs. Hear about the features of SAP collaborative campaign management and SAP market development funds.

Session Descriptions

Demo group: Customer-specific survey templates Tijo Simon, Cognizant Technology Solutions Thursday, 11:00 am – 11:30 am • Europe 2 This 30-minute demo group follows up on the topic of customer satisfaction surveys. Receive instruction about how to create a customer-specific, formatted survey template in multiple languages using SAP CRM survey suite. Also see how this template can be integrated with the SAP CRM campaign automation tool.

How to create more efficient automated customer satisfaction surveys Tijo Simon, Cognizant Technology Solutions Wednesday, 2:45 pm – 4:00 pm • Northern Hemisphere A-3 Many companies don’t realize that they are sitting on a customer survey solution within SAP CRM 7.0 — and that implementing this solution takes little time. Find out how to set up an end-to-end automated customer survey in SAP CRM 7.0, and learn customization tricks that will make your surveys stand out. Receive advice about sending out campaigns in multiple languages; adding your own customized views to surveys beyond what SAP CRM offers; and monitoring various aspects of real-time tracking so that sales teams can immediately analyze survey results. Save money by bringing these solutions inhouse with SAP CRM survey suite and SAP campaign automation, rather than paying an outside party to create them.

Case study: How Dow Corning manages customer “exposure to closure” using marketing functionality Bill Pritchett, Dow Corning Corporation Tuesday, 10:30 am – 11:45 am • Southern Hemisphere I Learn firsthand how Dow Corning has developed business processes for tracking customer interactions — from the time contacts are first exposed to the company’s products and services to the time they begin purchasing. See how the developer of silicon-based products uses SAP CRM 7.0 to execute email marketing campaigns and then measure their effectiveness. Tap into different techniques that allow Dow Corning to track Web site visits as a way to gauge its customers’ interests. Gain practical insight into how the company automates lead management within SAP CRM 7.0 to ensure proper follow-up with contacts in order to win business opportunities.

Case study: The success behind DONG Energy’s new marketing letter campaign process Michael Wolff Knudsen, DONG Energy A/S Thursday, 4:00 pm – 5:15 pm • Asia 4 Hear about the successes experienced by DONG Energy following the rollout of new marketing functionality for its B2C market. See how the energy group’s marketing team builds segments using CRM and SAP business intelligence data, and then sends the target group campaign letters using the SAP Document Presentment application by StreamServe. Find out how marketers — not IT users — can customize the details of the campaign letters before sending them. Learn why DONG Energy had to use BI data as part of the project, and how it analyzes customer responses from the letters. Examine how well the company has met its goal of having an eight-hour window from the birth of a marketing idea to printing the campaign letters.

Case study: How Direct Relief International uses SAP CRM to collaborate with partners Ross Comstock, Direct Relief International Thursday, 11:45 am – 1:00 pm • Asia 2 Find out how Direct Relief International, a not for profit organization, is using SAP CRM to become one of the nation’s most efficient charities – providing needed medicines and supplies to 50 states and 80 countries worldwide. Learn how Direct Relief has integrated SAP CRM with SAP ERP and SAP BusinessObjects to create a seamless customer portal that connects three distinct partner communities. Find out how Direct Relief leveraged the SAP CRM e-commerce capability to build an on-line product donation system for supplier partners and an on-line ordering system for hospitals and clinics, helping to match supply with demand. Learn how Direct Relief was able to modify the solution and roll-out a nationwide flu shot voucher program for a major pharmacy chain in less than three weeks. Understand how Direct Relief is extending the SAP CRM e-commerce framework to create an ultra-efficient replenishment capability, helping donor partners replace inefficient and costly patient assistance programs. Get an inside look at how Direct Relief utilizes the SAP CRM survey capabilities and marketing attributes to target and communicate with selected partners. See how Direct Relief leverages Partner Channel Management for partner engagement and partner lifecycle management. Hear how Direct Relief is utilizing a hybrid ASAP/Agile methodology and progressive rollouts to reduce project risk while delivering capabilities that partners need the most.

Case study: Lessons learned from Sony Canada’s trade promotion management (TPM) implementation Sathya Subramanyam, Sony Canada Friday, 8:30 am – 9:45 am • Asia 1 Find out how Sony Canada is actively using SAP CRM Trade Promotion Management (TPM) to support its planning, funds management, promotions management, claims management, accruals and internal approval processes. Get insight into the company’s unique implementation approach and the best practices it deployed to complete the project in 7 months. Walk through some of the lessons Sony Canada learned during the project including, how they integrated SAP BW with SAP CRM trade promotions functionality to provide unique reporting and analytics capabilities. Learn how the project team worked to clearly define user and manager expectation of TPM; build a prototype of the product and present it to the key stakeholders to ensure TPM would deliver exactly what was expected. Understand how and why a solid master data management strategy is key to this implementation. Understand the benefits Sony Canada has realized from utilizing TPM, including, better reporting on a customer-profitability, reduction in manual administrative work, cost savings because of accurate payment of trade claims, standardization of promotion announcements to the customer, and streamlining of communication between Sales, Marketing and Finance.

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Session Descriptions

Track 5: Customer service

The advantages that workforce optimization provides to SAP CRM

How communication-enabled business processes can help your organization

Renee Wilhelm, SAP Labs and Rajeev Venkat, Verint Wednesday, 4:15 pm – 5:30 pm • Southern Hemisphere III Learn the benefits to looking at SAP CRM and workforce optimization (WFO) purchase decisions in a unified manner (rather than independently) to realize greater value. Explore the offerings of Impact 360 Workforce Optimization software from Verint Systems and how it ties into SAP CRM. Find out how WFO systems and processes in the back end can collaborate with SAP CRM systems and processes in the front end, and address the intersection of CRM and WFO business processes within your contact center. Find out how SAP and Verint are working together to deliver improved customer service through integration of their modules and components. See how SAP CRM implementations can involve workforce management and quality monitoring and recording.

Glenn Abel, Covington Creative Thursday, 10:15 am – 11:30 am • Asia 1 Tackle your unfamiliarity with communication-enabled business processes (CEBP) and learn the cornerstones of these functions. Find out why more and more companies are taking advantage of multi-channel communication capabilities within SAP CRM 7.0, and see how these capabilities can improve the flow and efficiency of your enterprise’s business processes. Assess the value that CEBP brings to an organization, and take away tips to better determine whether it makes sense to implement CEBP. Consider the pitfalls and business implications behind CEBP before you put these processes into action. Learn the steps to implement CEBP, both for companies with SAP Business Communications Management and those organizations that employ other communications management solutions.

Demo group: Customer interaction with SAP Business Communications Management

What’s new with the interaction center in SAP CRM 7.0?

Elaina Herber, ecenta America Wednesday, 8:30 am – 9:00 am • Europe 2 This 30-minute demo group follows up on the topic using SAP Business Communications Management to transform customer service. See how companies can interact with their customers through all modes of contact using SAP Business Communications Management, including voice, Web chat, and email.

SAP Business Communications Management: Transforming your customer service initiatives from good to great Elaina Herber, ecenta America Thursday, 8:30 am – 9:45 am • Northern Hemisphere A-3 Find out how SAP Business Communications Management integrates with the other software in your SAP CRM system to create a complete customer service strategy in your contact center. Hear about quick-start tools for typical sales cases (e.g., outbound campaigns) and service activities (e.g., inbound service requests) for SAP Business Communications Management. Experience a “day in the life” of an SAP Business Communications Management project through best practices and examples of successful SAP Business Communications Management project deliveries. Learn how to get the most out of SAP Business Communications Management through quick integrations to Verint Workforce Management, NICE WFO and Quality Monitoring, SAP CRM 7.0, and others. Arm yourself with real-world examples of strategies to enhance every customer contact your company encounters.

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John Burton, SAP Tuesday, 2:30 pm – 3:45 pm • Southern Hemisphere I Intended for the estimated 50% of interaction center users who are on earlier versions of SAP CRM, this session explores the latest enhancements to the interaction center function in SAP CRM 7.0 and how it can be used to drive value within your company. Hear about new features that provide greater collaboration between employees across the contact center and the organization. Learn how to use standard CRM WebClient business transactions (such as service order quotations and sales contracts) inside the interaction center instead of using old, interaction-center-specific business transactions. Get insight about new features for intent-driven interaction and rule modeling that provides increased flexibility in defining and executing rulebased agent guidance.

Executive session: How improving customer experience can help beat your competition, drive loyalty, and boost profits Michael Hinshaw, MCorp Consulting Tuesday, 4:15 pm – 5:30 pm • Europe 2 Get a brand and marketing executive’s perspective on why improving the customer experience — and creating greater value for customers — may be the next Holy Grail for remaining competitive in your industry. Find out how CRM can help you more effectively measure customer experience, rather than simply track customer transactions. Learn the three most common methods of measuring customer experience, and how companies can analyze this data to drive useful insights and strategies. Explore how to increase the number of satisfied and loyal customers for your enterprise by focusing on improvements to customer experience. Hear about three steps any executive manager can take to build an ROI case for customer experience.

Session Descriptions

Best practices and challenges for email response management system implementations

Case study: Ecolab’s fast-billing entry project, completed under budget in four months

Vishal Mani, Infosys Technologies Thursday, 11:45 am – 1:00 pm • Northern Hemisphere A-3 Take away practical advice — and learn about the pitfalls — associated with rolling out email response management systems (ERMS) in SAP CRM. Find out about the functions of ERMS beyond just email, such as follow-up service tickets and routing rules. Hear about the infrastructure and other prerequisites needed for implementing ERMS, and gain insight into key challenges (e.g., mail archiving and character set support) as drawn from the speaker’s experience with clients. Make a business case for ERMS by examining cost benefits and other efficiencies, such as decreased response times and boosted customer satisfaction. Cover ERMS best practices for business process owners and technical analysts, and hear about the limitations of ERMS systems.

Prashant Narayan and George Pauliyan, Ecolab Tuesday, 1:00 pm – 2:15 pm • Australia 3 Find out how Ecolab reduced data entry time and simplified data entry procedures as part of an SAP CRM fast-billing entry project using GuiXT by Synactive, which is bundled with all SAP products from SAP R/3 4.6c onward. Hear firsthand details of how Ecolab completed its project within four months and 15% under budget. Get insight into why the global cleaning and sanitizing company chose GuiXT, including cost advantages, flexibility in the software, and minimum disruption to core CRM architecture. Understand the key features of GuiXT that attracted Ecolab, including customized CRM screens, enforced data validation, and new function modules. Examine the challenges presented to Ecolab by GuiXT, including the company’s experience that GuiXT did not “understand” the SAP CRM ABAP list viewer (ALV) grid.

Increase service revenue opportunities with customized offerings Ulf Guttmann, SAP AG Friday, 11:30 am – 12:45 pm • Asia 1 Attend this session to see how your company can better use SAP CRM to turn a customer service interaction into a revenue opportunity. Get insight into how SAP CRM can help you blend marketing, sales, and service activities to deliver a superior customer experience. See how a service representative can play a value-added role in helping close business. Learn how products, services, and contracts can be combined into a bundle, which can increase share-ofwallet and propensity-to-buy. See how a service organization can negotiate prices with customers while keeping a perspective on margins and costs. Get advice on how to set proactive alerts to renew service contracts for customers.

Using SAP Real-Time Offer Management for more than just cross- and up-selling

Case study: A detailed look at Colgate-Palmolive’s successful service center Pablo Avila, Colgate-Palmolive Wednesday, 8:30 am – 9:45 am • Asia 1 Draw valuable lessons from the experiences of Colgate-Palmolive, which runs its IT service center on SAP CRM 2006/s (SAP CRM 5.2). Learn how the global consumer products company uses SAP CRM as the backbone for its efficient service center’s activities, including reporting, ticketing, determining trends, and conducting root-cause analyses. Hear first-hand how the service center supports end users, such as employees running payments or working in the warehouse. Get in-depth details about the company’s plans to upgrade to SAP CRM 7.0, including which tools in the latest version are best suited for service center activities (such as a more friendly user interface and the opportunity for online self-service).

Matthias Galley, ecenta America Wednesday, 1:00 pm – 2:15 pm • Northern Hemisphere A-1 Learn how SAP Real-Time Offer Management — which optimizes decisionmaking processes, such as cross-selling to customers — can be useful beyond the sales department. Explore the common misconceptions that many companies have about SAP Real-Time Offer Management capabilities. Walk through the technical integration steps for SAP Real-Time Offer Management and see how to enhance its functions in areas outside of the interaction center. Learn how SAP Real-Time Offer Management is a flexible solution that you can use in other business processes, including customer retention management by increasing customer loyalty; service management by reducing call handling times; and knowledge management by providing customer specific solutions to service agents.

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Session Descriptions

Track 6: Reporting and data management

Demo group: SAP BusinessObjects Xcelsius Beni Basel and Gert Tackaert, SAP Thursday, 4:00 pm – 4:30 pm • Europe 2 This 30-minute demo group follows up on the topic of expanded access to analytics. Get a demonstration on how to use Xcelsius® in SAP CRM to better provide reporting and analytical data to end users.

CRM Expert LIVE: 6 steps to enhance a CRM DataSource using a BDoc BAdl Liang Ma, Deloitte Wednesday, 12:45 pm – 1:30 pm • Europe 2 Hear directly from CRM Expert LIVE speaker and author Liang Ma about a new method you and your SAP NetWeaver BW team can use to report on information obtained when you add new partner functions to SAP CRM — the business document business add-in (BDoc BAdI). Walk through the six steps you need to take to add a new partner function to the SAP CRM sales order extractor and use the BDoc BAdI. Understand how it enables you to collect data in real-time and load it into SAP NetWeaver BW for reporting. Learn how this process can also be used to add other customized fields to SAP CRM. Discover the advantages of using a BDoc BAdI over the traditional BAdI or user exit processes.

How to build high-impact, interactive dashboards using Xcelsius software from SAP BusinessObjects Liang Ma, Deloitte Thursday, 2:30 pm – 3:45 pm • Southern Hemisphere V Take advantage of the functionality within your existing SAP CRM 7.0 or SAP CRM 2007 system to create an Xcelsius® dashboard on top of your CRM and business intelligence reports. Learn about the architecture and data flow needed to successfully implement Xcelsius and integrate it with both SAP CRM and SAP NetWeaver BW. Find out how to integrate the SAP CRM client, SAP NetWeaver BW client, and SAP CRM Web client UI Framework for the Xcelsius dashboard on top of CRM interactive reporting. Compare options of Xcelsius dashboard sourcing, and troubleshoot Xcelsius implementation issues, including universe creation problems and interactive reporting creation snags. Take home advice about how to perform both scheduled and on-demand Xcelsius dashboard sourcing from real-time CRM interactive or SAP NetWeaver BW reports using SAP BusinessObjects Live Office, Adobe LiveCycle Data Services, BI Consumer Services, or Query as a Web Service (QaaWS) tool.

The push to provide frontline workers with expanded access to analytics Beni Basel, SAP Friday, 8:30 am – 9:45 am • Asia 4 Find out why it is increasingly critical for the front office to have widespread access to CRM analytical data. Get insight into how to organize this data so that frontline users who have the most contact with customers can make knowledgeable decisions. Examine how SAP has integrated SAP BusinessObjects reporting and visualization tools — such as SAP Crystal Reports®, SAP BusinessObjects Web Intelligence® and SAP BusinessObjects Explorer — into SAP CRM to empower frontline employees with analytical information. Hear about new content and capabilities in SAP CRM interactive reporting, a solution that allows ad hoc, operational reporting on real-time CRM transactional data.

Making improved business decisions and analyzing customer trends with data-mining tools Lois Bruckner, SAP America Wednesday, 10:15 am – 11:30 am • Asia 1 Friday, 2:00 pm – 3:15 pm • Asia 1 Get practical advice on how to better fortify your SAP NetWeaver BW data warehouse with customer-centric information, with the goal of mining the information to make improved business decisions and target marketing campaigns more effectively. Learn how to apply key data-mining and analytical tools delivered in SAP NetWeaver BW — including decision trees, clustering, ABC classification, association analysis, scoring, customer lifetime value, and recency, frequency, and monetary value (RFM) analysis — to better analyze your sales and marketing trends. Find out how to use these tools to segment customers, refine target groups for campaigns, and improve customer interactions. Hear how these resources can be used by marketing professionals and support teams for SAP NetWeaver BW and SAP CRM.

Create powerful executive dashboards for your SAP CRM marketing, sales, and service users Seng Kee Tan, Deloitte Wednesday, 4:15 pm – 5:30 pm • Southern Hemisphere II Learn how to create an effective and operational dashboard for your SAP CRM users that they will be able to act upon, and ensure that you create and track the right key performance indicators. Learn how to integrate SAP NetWeaver BW and SAP BusinessObjects functionality into your dashboards to ensure availability and accessibility of the right data to the right managers. Find out how to successfully meet the needs of the marketing (advanced analytics for target groups and segmentation), sales (predictive analysis and forecasting), and service (predictive analysis using “what-if” analyses) teams with the help of tailor-made dashboards for each group. Step through a demo of the tools to deploy your dashboard and sample executive dashboard layouts you can create for your company.

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Session Descriptions

How to use Web analytics to increase your customer conversion rate in e-commerce

How to create more efficient automated customer satisfaction surveys

Andreas Pölitz, SYCOR GmbH Thursday, 10:15 am – 11:30 am • Southern Hemisphere II Find out how to avoid making uninformed marketing and investment decisions for your e-commerce Web shop that might give your competitors an advantage. Gain an understanding of how Web analytics can uncover the reasons why visitors to your online store bought a product or service — or why they clicked away from your page. Hear about areas that Web analytics can measure, including the amount of visitors to your Web site, how they arrived on the page, what keywords they enter into your Web shop’s search engine, how long customers stayed on a given page, and what links they clicked within the site. Learn how to use the data from Web analytics to increase future ecommerce sales.

Tijo Simon, Cognizant Technology Solutions Wednesday, 2:45 pm – 4:00 pm • Northern Hemisphere A-3 Many companies don’t realize that they are sitting on a customer survey solution within SAP CRM 7.0 — and that implementing this solution takes little time. Find out how to set up an end-to-end automated customer survey in SAP CRM 7.0, and learn customization tricks that will make your surveys stand out. Receive advice about sending out campaigns in multiple languages; adding your own customized views to surveys beyond what SAP CRM offers; and monitoring various aspects of real-time tracking so that sales teams can immediately analyze survey results. Save money by bringing these solutions inhouse with SAP CRM survey suite and SAP campaign automation, rather than paying an outside party to create them.

Demo group: Customer-specific survey templates Tijo Simon, Cognizant Technology Solutions Thursday, 11:00 am – 11:30 am • Europe 2 This 30-minute demo group follows up on the topic of customer satisfaction surveys. Receive instruction about how to create a customer-specific, formatted survey template in multiple languages using SAP CRM survey suite. Also see how this template can be integrated with the SAP CRM campaign automation tool.

CRMEXPERTONLINE.COM Better answers — faster — for your SAP CRM challenges.

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Session Descriptions

Track 7: E-commerce and online self-service

Demo group: Business processes to support e-commerce Dominik Feiden, SAP AG Wednesday, 1:45 pm – 2:15 pm • Europe 2 This 30-minute demo group follows up on the topic of getting the most out of e-commerce. View a live demonstration showing how to use business processes, supported via the Web, to get more out of SAP CRM loyalty management and SAP CRM e-commerce.

How to get the most out of SAP CRM e-commerce and online self-service Dominik Feiden, SAP AG Tuesday, 10:30 am – 11:45 am • Southern Hemisphere V Speed up and simplify your SAP e-commerce implementation by using current business processes and product data residing in your SAP CRM or SAP ERP environments — such as product information, pricing, and availability. Assess your deployment options, which include linking your ecommerce system with SAP ERP without using a CRM server. Learn how you can provide a better customer experience to increase margins through the ability to acquire and retain customers. Understand why self-service is considered a key to building customer loyalty. See how you can provide customers with the tools to solve their issues using advanced knowledge management capabilities. Gain insight into SAP’s future product plans and the direction of SAP’s Web channel capabilities.

Maximize service efficiency with Knowledge Management by InQuira Dominik Feiden, SAP AG Wednesday, 8:30 am – 9:45 am • Northern Hemisphere A-2 Find out how to provide your customers with faster, more accurate, and more relevant answers (regardless of channel), without the burden of repeating themselves or re-entering information. Hear how SAP and InQuira have collaborated to provide an integrated, multichannel solution that enables organizations to deliver better e-commerce and support services online, improve customer service productivity, and lower overall support costs. Get details about how customers and service representatives can be connected quickly with accurate information about a company’s products and services. Learn how knowledge management as part of your SAP CRM platform can let users get the most out of a common knowledge infrastructure, including corporate assets, historical information, and social media.

Steps to ensure high performance for new e-commerce Web sites Manoj Kumaran, Accrete Solutions Thursday, 2:30 pm – 3:45 pm • Asia 4 Gain an understanding of how to plan for optimal Web site performance during e-commerce implementations so that customer deflection rates and drop-outs remain low. Learn the distinct considerations for e-commerce deployments compared to other SAP CRM projects. Get advice about key methods and approaches behind successful performance testing, including steps to ensure that tracking performance occurs through all phases of your implementation project. Stay ahead of problems by seeing how to trace unexpected performance glitches while your site is still in production. Hear about what monitoring capabilities are available from SAP that will measure volume and trends on your website once it goes live.

Case study: How Direct Relief International uses SAP CRM to collaborate with partners Ross Comstock, Direct Relief International Thursday, 11:45 am – 1:00 pm • Asia 2 Find out how Direct Relief International, a not for profit organization, is using SAP CRM to become one of the nation’s most efficient charities – providing needed medicines and supplies to 50 states and 80 countries worldwide. Learn how Direct Relief has integrated SAP CRM with SAP ERP and SAP BusinessObjects to create a seamless customer portal that connects three distinct partner communities. Find out how Direct Relief leveraged the SAP CRM e-commerce capability to build an on-line product donation system for supplier partners and an on-line ordering system for hospitals and clinics, helping to match supply with demand. Learn how Direct Relief was able to modify the solution and roll-out a nationwide flu shot voucher program for a major pharmacy chain in less than three weeks. Understand how Direct Relief is extending the SAP CRM e-commerce framework to create an ultra-efficient replenishment capability, helping donor partners replace inefficient and costly patient assistance programs. Get an inside look at how Direct Relief utilizes the SAP CRM survey capabilities and marketing attributes to target and communicate with selected partners. See how Direct Relief leverages Partner Channel Management for partner engagement and partner lifecycle management. Hear how Direct Relief is utilizing a hybrid ASAP/Agile methodology and progressive rollouts to reduce project risk while delivering capabilities that partners need the most.

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Session Descriptions

Case study: How Yaskawa America customized its ecommerce features

How to use Web analytics to increase your customer conversion rate in e-commerce

Dennis Fitzgerald and Parvez Gani, Yaskawa America Tuesday, 4:15 pm – 5:30 pm • Southern Hemisphere V Take a guided tour of how Yaskawa America built upon the Web channel functions of SAP CRM 7.0 by developing a customized e-commerce application. Find out how the application brings current Web-based collaboration features to customers of the robotics and motion solutions manufacturer. Learn how Yaskawa’s order entry and check status functions got a boost by adding the ability for customers to rank their order entry experience or add comments to a new order transaction — options that allow customers to interact immediately with the company online rather than through a followup e-mail or phone call. See how Yaskawa used innovative ways to achieve its customized functions by building off the foundation provided by SAP CRM 7.0, resulting in a more comprehensive view of its customers.

Andreas Pölitz, SYCOR GmbH Thursday, 10:15 am – 11:30 am • Southern Hemisphere II Find out how to avoid making uninformed marketing and investment decisions for your e-commerce Web shop that might give your competitors an advantage. Gain an understanding of how Web analytics can uncover the reasons why visitors to your online store bought a product or service — or why they clicked away from your page. Hear about areas that Web analytics can measure, including the amount of visitors to your Web site, how they arrived on the page, what keywords they enter into your Web shop’s search engine, how long customers stayed on a given page, and what links they clicked within the site. Learn how to use the data from Web analytics to increase future ecommerce sales.

Smart Commerce – the new world of monetization and billing Increase service revenue opportunities with customized offerings Ulf Guttmann, SAP AG Friday, 11:30 am – 12:45 pm • Asia 1 Attend this session to see how your company can better use SAP CRM to turn a customer service interaction into a revenue opportunity. Get insight into how SAP CRM can help you blend marketing, sales, and service activities to deliver a superior customer experience. See how a service representative can play a value-added role in helping close business. Learn how products, services, and contracts can be combined into a bundle, which can increase share-ofwallet and propensity-to-buy. See how a service organization can negotiate prices with customers while keeping a perspective on margins and costs. Get advice on how to set proactive alerts to renew service contracts for customers.

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SAP Wednesday, 4:15 pm – 5:30 pm • Europe 1 S This session explores the consume-to-cash process solution that integrates SAP CRM and the SAP Business Suite. Learn how, enabled by ubiquitous connectivity and driven by the emergence of virtual goods and “X as a Service”, new models for monetization are displacing the old ones, creating painful operational challenges. Delve into social commerce models that include virtual currencies, ewallets, real-time revenue sharing, social purchases, and contextaware charging. See how these models are impacting industries of all kinds. Learn how organizations are retooling themselves to enable fundamental business transformation leading to the empowerment of their most innovative marketing and product executives. This session illustrates how to deploy new Smart Commerce capabilities to establish new revenue streams while maintaining existing processes and systems, including SAP CRM and traditional order-to-cash.

Session Descriptions

Track 8: SAP updates and cutting-edge CRM

Customer panel: Embracing SAP CRM from the line-ofbusiness

Executive session: 360° view of the customer: Why Johnny can’t sell and why CRM hasn’t made the difference

Moderator: Reza Soudagar, SAP; Panelists: Deb Dexter, Cardinal Health; Ven Bontha, Cemex; Doug Gresenz, Georgia Pacific Wednesday, 2:45 pm – 4:00 pm • Asia 2 Learn how customers approach SAP CRM from a line-of-business perspective. These customers will explore the key trends in SAP CRM — including those that affect the core functions of marketing, sales, and service — from the line-of-business standpoint. Find out how they use this evaluation to further their organizations success with CRM efforts. Learn how your peers have turned SAP CRM’s features into profitable lines-of-business.

Bill Ziska, Deloitte Tuesday, 1:00 pm – 2:15 pm • Asia 5 In 1955, the best-selling book, Why Johnny Cannot Read, proposed getting back to the basics, and that message rings true for sales activities today. Learn why fundamental actions, such as testing and measuring various sales efforts, remain at the foundation of selling — and why without these essential steps, companies may find it impossible to truly achieve an all-encompassing view of their consumers. Also, find about out a new game-changer in play: the “user experience” (i.e., the impression a customer has of a company’s Web site or processes). See how user experience can enhance the basics of CRM through “apps stores,” real-time updates about products and orders, and visually stimulating Web pages. Get insight into how you can also bolster the user experience for sales team members, too, so that they better connect with customers.

Improve revenue and profit with pricing management Ashish Kothari, SAP Labs India and Jamie Rapperport, Vendavo Friday, 8:30 am – 9:45 am • Europe 1 According to the book The Price Advantage (2004), written by three experts from McKinsey & Company, a 1% increase in realized price can deliver as much as a 10% increase in resulting operating profit. Find out why, despite this tremendous potential, few companies have effectively used pricing to improve margin. Look into how pricing management software allows companies to take full advantage of the pricing lever and achieve higher profitability through improved pricing strategy, setting, and execution. Learn about the top trends in pricing management and opportunities in front of you to improve profitability through pricing. Understand the key drivers for successful pricing initiatives. Walk through a demonstration of the integration between SAP CRM and the SAP Price and Margin Management application by Vendavo.

Enable new revenue opportunities through pay-as-you-go business models Ashish Kothari, SAP Labs India Wednesday, 4:15 pm – 5:30 pm • Asia 1 Hear why pay-as-you-go models for service and solution consumption, together with sophisticated revenue-sharing models for multi-service offerings, have become permanent fixtures on the business software map for organizations, even with the economy improving. Learn about the various models for pay-as-you-go set-ups that companies can employ, including online apps, pay-per-use equipment services, software-as-a-service, and digital advertising. Get an overview of consumption-based and revenue-sharing business models in the B2B and B2C markets. Find out about the inherent challenges in enabling these new business models, learn about ways to overcomes these challenges, and gain insight into the key drivers that ensure the sustainability of these approaches.

Tips and tricks on using advanced integration scenarios between SAP CRM and SAP ERP Christian Matz, ecenta America Thursday, 2:30 pm – 3:45 pm • Southern Hemisphere I While there are a number of well-known scenarios for integrating SAP CRM with SAP ERP, more recent SAP releases bring up scenarios that aren’t as common. For example, in lean order scenarios, the SAP CRM Web channel creates quotes and orders directly in SAP ERP, while allowing the use of extended sales and marketing functionality of CRM — which may require extra integration steps. Get insight into the challenges that companies face with advanced integration between SAP CRM and SAP ERP, and tap into some of the new options expected soon from SAP. Also take away best practices that will allow you to keep data consistent during integration while not having to rework customized SAP ERP set-ups in SAP CRM. Find out the criteria behind using CRM order scenarios without needing replication efforts.

Cost factors to consider when building a business case for SaaS Christopher Menyhart, PwC Friday, 11:30 am – 12:45 pm • Asia 2 Go beyond the buzz of CRM solutions to determine whether there is a legitimate business case to be made for software as a service (SaaS). Broaden your awareness about the key business drivers behind cloud solutions — including its ease of use and fast customization — before your company’s decision-makers sign on the dotted line. Hear from an expert who has worked on numerous CRM projects (on-premise and SaaS) about why the costs for cloud solutions tend to look reasonable two to three years down the line, but may not be as rosy five to 10 years out when annual subscription fees, data storage payments, and other costs begin to add up. Explore how SaaS costs compare to those of on-premise solutions such as SAP CRM.

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Session Descriptions

Insider discussion forum: Future trends in software as a service Christopher Menyhart, PwC Thursday, 2:15 pm – 3:00 pm • Europe 2 Draw from the experiences of your peers and experts about what the future holds for software as a service (SaaS). Discuss questions about SAP’s planned endeavors in this area and how SaaS compares to on-premise solutions from a practical standpoint. Leave this discussion with valuable insight and specific examples of how to evaluate and plan for SaaS strategies in your organization.

SAP CRM solution roadmap: The latest features and future plans Dr. Volker Hildebrand, SAP Tuesday, 10:30 am – 11:45 am • Americas Seminar Room Wednesday, 1:00 pm – 2:15 pm • Southern Hemisphere II Learn about the latest features and benefits of SAP CRM 7.0 and hear what’s on SAP’s roadmap for 2011. See how usability enhancements improve productivity of sales professionals, service representatives, and marketing managers. Discover the power of new analytical applications embedded in SAP CRM that improve decision-making on all levels. Learn how to expand your marketing reach and maximize your marketing spend. Hear about new capabilities to effectively run loyalty programs and tap into customer service excellence, which combined will increase customer retention while reducing operational costs. Hear about new enhancements to improve sales performance. Explore new mobile solutions that can provide your sales reps and service technicians in the field with instant access to critical information. Examine new ways to run your call center more efficiently and take customer interaction across multiple channels to an entirely new level. Discover how the Internet can become profitable sales and interaction channel with the next generation of e-commerce and online self-service applications, and learn how to use emerging social media channels and Web 2.0 technology.

Executive session: The holistic value of CRM: New perspective from the changing world of retail Andrew Morris, Morris Advisors Thursday, 4:00 pm – 5:15 pm • Australia 3 Get expert insight into what all businesses can learn about the value of CRM based on the challenges faced by retailers. In this session, hear from a 20-year veteran of project management and mobile commerce about why you should now look at the holistic value of CRM instead of CRM’s individual components. Examine case studies from the rapidly changing world of retail as starting points for your own company, regardless of industry. Review new developments in payments, loyalty marketing, and mobile technology, and look at why success in each of these strategic areas starts with enrolling customers — and is maximized through effective management of customer data and relationships. Learn to boost ROI from CRM with payments, loyalty, and mobile initiatives that support, enhance, and propel each other.

Exploring key details about SOA and Web services Eugene De Lattes, SAP America Thursday, 10:15 am – 11:30 am • Southern Hemisphere III Take a detailed look at important aspects of service-oriented architecture (SOA) and Web services for SAP CRM 7.0. Find out about the concepts and tools behind creating Web services, including SOA Manager, Enterprise Services Repository (ES Repository), SAP NetWeaver Process Integration (SAP NetWeaver PI), and Web-services tools from the new SAP CRM 7.0 Web UI. Explore SOA as it applies to CRM, and see how to use related SAP tools to your advantage. Gain insight into how Web services can integrate CRM with third-party software in the customer landscape. Find out how the SAP NetWeaver PI message broker can help you manage Web services orchestration, and learn about how SAP NetWeaver PI works with ES Repository for enterprise services discovery, testing, and running.

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Demo group: Innovations in SAP CRM enhancement package 1 Gert Tackaert, SAP Tuesday, 2:30 pm – 3:00 pm • Europe 2 This 30-minute demo group follows up on the topic of the SAP CRM solution roadmap. Get an expert introduction to the new functions that SAP CRM enhancement package 1 brings, such as the new central sharing tool and dashboards on the home page, all of which will help make your daily work faster and more efficient.

Rich Internet applications on the front end: 10 dos and don’ts for engaging your users Nelly Mensah, Deloitte Consulting Wednesday, 8:30 am – 9:45 am • Asia 5 Dispel the notion that the positive user experience you enjoy from visiting well-known, easy-to-use Web sites can’t happen at the office when you log onto your less sophisticated SAP CRM screen. Prepare to provide the same levels of engagement for SAP CRM end users that they get from rich Internet applications (RIAs) used in their private lives. Learn methods to enhance SAP CRM so that its better connects with users and delivers a well-designed interface. Receive five best practices to get you started on this new initiative, such as determining appropriate benchmarks to measure user engagement. And collect five pitfalls to avoid, such as failing to seed new content with useful material.

Demo group: SAP CRM rapid application development Sanjeet Mall, SAP AG Thursday, 3:15 pm – 3:45 pm • Europe 2 This 30-minute demo group follows up on the topic of the SAP CRM solution roadmap. Get a demo of the SAP CRM rapid application development tool, which helps you customize features “on the fly” without the need of IT support. See how to enhance accounts with custom images, mashup the customer address with Google Maps, and integrate old orders from a legacy system — all without writing a single line of code.

Case study: How Grainger achieves a 360° view of its customers Jay Desai and Chuck Recktenwald, Grainger Tuesday, 4:15 pm – 5:30 pm • Americas Seminar Room Learn how Grainger grabbed the elusive 360° view of its customers by using SAP CRM 7.0 as a framework. See how the company views its top 10 contacts, top 10 product categories, and year-over-year customer sales history all in just a few clicks. Hear firsthand how the wholesaler of facilities management products assesses its high-volume transactions daily to glean useful information from more than 1 million customers and contacts. Find out how Grainger’s sales force uses SAP CRM 7.0 for call planning and taps into associated customer information. Take away tips on how to best use your SAP CRM investment to gain an all-encompassing picture of your customers.

Session Descriptions

Smart Commerce – the new world of monetization and billing SAP Wednesday, 4:15 pm – 5:30 pm • Europe 1 S This session explores the consume-to-cash process solution that integrates SAP CRM and the SAP Business Suite. Learn how, enabled by ubiquitous connectivity and driven by the emergence of virtual goods and “X as a Service”, new models for monetization are displacing the old ones, creating painful operational challenges. Delve into social commerce models that include virtual currencies, ewallets, real-time revenue sharing, social purchases, and contextaware charging. See how these models are impacting industries of all kinds. Learn how organizations are retooling themselves to enable fundamental business transformation leading to the empowerment of their most innovative marketing and product executives. This session illustrates how to deploy new Smart Commerce capabilities to establish new revenue streams while maintaining existing processes and systems, including SAP CRM and traditional order-to-cash.

Implement SAP CRM 7.0 for better lead management and integration Pankaj Rana, NRG Energy Wednesday, 1:00 pm – 2:15 pm • Southern Hemisphere III Friday, 2:00 pm – 3:15 pm • Southern Hemisphere IV Hear firsthand the reasons for migrating to SAP CRM 7.0 from other CRM systems. Faced with growing concerns about not having customer data inhouse and lacking an easy way to convert sales prospect records into customer records? SAP CRM has a solution. Find out how the move can save your company money and improve CRM scalability. And even if your organization doesn’t have a history with prior CRM system, you’ll still benefit from tips about managing customer intelligence and achieving better lead management by using SAP CRM. Also gain insight into how to allow on-the-road sales team members to access SAP’s UI via a Web link across firewall, a method that few companies employ today.

Using SAP Real-Time Offer Management for more than just cross- and up-selling Matthias Galley, ecenta America Wednesday, 1:00 pm – 2:15 pm • Northern Hemisphere A-1 Learn how SAP Real-Time Offer Management — which optimizes decisionmaking processes, such as cross-selling to customers — can be useful beyond the sales department. Explore the common misconceptions that many companies have about SAP Real-Time Offer Management capabilities. Walk through the technical integration steps for SAP Real-Time Offer Management and see how to enhance its functions in areas outside of the interaction center. Learn how SAP Real-Time Offer Management is a flexible solution that you can use in other business processes, including customer retention management by increasing customer loyalty; service management by reducing call handling times; and knowledge management by providing customer specific solutions to service agents.

Leverage Duet Enterprise to integrate SAP CRM contact and activity management with Microsoft Outlook and SharePoint 2010 Rahul Kamada, Fujitsu America and Anand Kumar, Fujitsu Consulting Wednesday, 2:45 pm – 4:00 pm • Europe 2 S This session explores how to integrate SAP CRM 7.0 with Microsoft Outlook 2010 and SharePoint 2010 using Duet Enterprise to drive collaboration and productivity. Learn how Duet Enterprise helps to reduce your hardware footprint and allows you to efficiently reuse existing investments in technology. Understand how SAP CRM and Microsoft Outlook and SharePoint can be synchronized bi-directionally to deliver business efficiency and agility. See how providing your information workers with offline access to valuable business data can drive user satisfaction and adoption. Find out how you can use this technology to report on activities, tasks, and contacts which were previously siloed in either Microsoft Office or SAP CRM. Walk away from this session with key learning from implementing this technology.

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Session Descriptions

Track 9: Mobile CRM

Customer panel: Looking beyond Sybase to the horizon of wireless applications

Best practices to drive value and innovation with successful business mobility

Moderator: Hansen Lieu, SAP; Panelists: Kerry Gustafson, General Mills, Amar Kumthekar, CAREFUSION, and Subrata Nandi, Sybase, an SAP company Tuesday, 4:15 pm – 5:30 pm • Asia 2 During this panel discussion, leading SAP customers will discuss how they view the future of mobility and wireless applications in the CRM environment. Hear how these customers are preparing for new mobility changes and what techniques they are using to weave these upcoming developments into their business models and enterprise mobile strategies.

Dr. Ahmed El Adl, SAP America Thursday, 10:15 am – 11:30 am • Americas Seminar Room Prepare to create a new, comprehensive mobility strategy for your enterprise’s SAP investments or fine-tune your existing wireless processes. Get real-world insights through a best-practice road map that will help you develop an effective IT and business mobility strategy. Understand the main pillars of mobility strategy, including architecture, infrastructures, user experience, mobility management, and security. Evaluate the specific ways that Sybase’s mobile solutions platform can help implement your enterprise mobility strategy and drive innovation in the organization. Hear about key factors behind the success of mobility strategies, collect techniques to reduce the related risks to an organization, and review tips to ease the transition to SAP mobility.

How Sybase’s mobile platform will shape your future CRM efforts Sanjeet Mall, SAP AG and Subrata Nandi, Sybase, an SAP company Friday, 8:30 am – 9:45 am • Americas Seminar Room Get the latest information straight from SAP and Sybase about mobile solutions that bring new business applications and functionality to your wireless devices. Get an overview of the SAP mobile solution landscape and deployment architecture, and take away details about how wireless solutions interact with SAP CRM functions. Examine the technical attributes of SAP CRM mobile applications, and look at the various aspects of deploying and developing business applications at your organization using Sybase solutions. Find out how SAP’s mobile platform allows your wireless applications to talk to your enterprise’s back-end functions. Gather ideas for how SAP CRM sales features fit into mobile applications.

A step-by-step guide to evaluating and selecting a mobile platform for your sales or service organization Ashish Saxena, Accrete Solutions Wednesday, 4:15 pm – 5:30 pm • Americas Seminar Room Avoid the costly mistake of choosing the wrong mobility approach by seeing how to navigate the maze of wireless solutions available today. Learn how to identify, evaluate, and select the best mobile platform for your SAP CRM sales activities with this practical, step-by-step guideline on mobility options. Weigh the factors to consider when selecting a platform, including business drivers, ease of deployment, ROI, scalability, and integration with your existing IT infrastructure. Walk away with a basic methodology for this evaluation and a set of templates that you can immediately put to use as you dive into mobility solutions. Also receive a summary of lessons learned from the speaker’s clients who have already gone through the mobility selection process.

Executive session: CRM for CPGs: Talking directly to consumers through the mobile channel Andrew Morris, Morris Advisors Thursday, 11:45 am – 1:00 pm • Southern Hemisphere III Friday, 2:00 pm – 3:15 pm • Asia 5 Find out from a 20-year veteran of project management and mobile commerce how mobile technology has redefined the ability of consumer packaged goods (CPG) companies to influence consumers by extending dialogue into the retail environment, at the point of purchase, and in real-time. Explore why CRM strategists must now consider a more consumer-centric approach in addition to managing the traditional relationships with retailers and distributors. Learn how mobile technology is changing the way consumers shop, make payments, and engage with brands. Hear best-in-class examples of how CPGs can use mobile channels to converse directly with consumers, and learn a step-by-step approach for engaging with the mobile consumer in 2011.

A technical tour of SAP CRM mobility architecture and integration Ripal Kaila, Deloitte Consulting Wednesday, 10:15 am – 11:30 am • Americas Seminar Room During this in-depth session, receive a detailed overview of SAP CRM mobility concerns, from business benefits to technical configuration. Learn how wireless applications affect such SAP CRM 7.0 business scenarios as lead management for sales representatives in the field and SAP CRM reporting capabilities on mobile devices. Gain an understanding about the technical architecture behind the SAP CRM 7.0 mobility components. Hear about the technical steps for integrating SAP CRM 7.0 with Sybase’s mobile solutions — and tap into some tricks to help your mobile integration plans move along. Also explore what analytics options are available using wireless applications for SAP CRM 7.0. Take home a troubleshooting guide for using Sybase’s mobile sales solutions with SAP CRM 7.0.

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Session Descriptions

Using mobility to improve the end-to-end process for field service technicians

Case study: How General Mills extended sales force automation functions on the iPad

Ulf Guttmann, SAP AG Thursday, 4:00 pm – 5:15 pm • Southern Hemisphere II Friday, 10:00 am – 11:15 am • Asia 5 Learn about the tools that SAP CRM provides a field service organization to manage the end-to-end process for service technician activities, from dispatch to service billing. See how SAP CRM service features optimize the dispatch process. Find out how SAP supports smartphones, laptops, and other devices as part of managing field service. Get insight into the capabilities of SAP’s mobile laptop solution, and walk away with an overview of how SAP’s roadmap for mobility applies to service activities. Explore the connection between superior customer experience and the effectiveness of field service, and how CRM bolsters that collaboration.

Kerry Gustafson and Chad Smude, General Mills Thursday, 2:30 pm – 3:45 pm • Americas Seminar Room Take an in-depth look at how General Mills decided which SAP CRM 7.0 sale force automation functions to extend to the Apple iPad, such as accounts and contacts. Learn why the food company mobilized some processes, but not others. Find out how General Mills customized Sybase’s standard solution platform for the iPad so that its bakeries and food service sales representatives could revise customer data in the field, including contact information, activities, and status on sales campaigns and subsequent opportunities. Explore how General Mills uses surveys with sales opportunities, which represents a new approach for using SAP CRM. Find out how General Mills executed change management, as well as what value the company provided its sales reps to increase adoption of new mobility functionality. Hear firsthand about the company’s challenges during development and go-live for the sales functions now extended to the iPad.

How smartphones, social networking, and locational intelligence lead to more accurate customer profiles Krishna Kumar, Space-Time Insight Thursday, 8:30 am – 9:45 am • Southern Hemisphere I Stay ahead of the latest mobility developments by learning how a combination of social media, smartphone capabilities, and situational knowledge (e.g., inclement weather in a given area) leads to better customer profiling and segmentation. Find out ways to convert social media trends, such as Facebook posts and product “tweets,” into triggers for trade promotion management. See how to use situational knowledge to create better customer segmentation strategies through real-time, targeted product promotions. Hear about how a Fortune 500 company is building Apple iPhone applications and integrating them with their SAP CRM system to better exploit consumer buying patterns. Look at ways to use SAP CRM, SAP NetWeaver BW, and mobile tools to corral enhanced customer data.

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How to integrate mobile sales force automation with Sybase and the iPad Axel Fiedler, PwC Friday, 11:30 am – 12:45 pm • Southern Hemisphere IV Learn how to successfully implement a mobile sales force automation (SFA) project in SAP CRM using Sybase’s mobile solutions for the Apple iPad. Go beyond just the features of mobile solutions and look at SFA project management strategies. Hear how to head off resistance from sales representatives about moving to SFA by effectively using change management techniques that have worked at other companies. Get insight into how to create and effectively deploy mobile iPad applications for sales. Explore the legal aspects related to mobility projects, such as device ownership or intellectual property (e.g., storing copyright-infringed data on corporate computers). Take away lessons learned from actual SAP CRM implementations of SFA on Apple’s iPad.

Session Descriptions

Track 10: Social media

Customer panel: How customers view social CRM initiatives Moderator: Margot Heiligman, SAP; Panelists: Kiran Koons, Bentley Systems, and Brent Leary, CRM Essentials; Greg Langston, Harris Products Group Tuesday, 2:30 pm – 3:45 pm • Asia 2 This panel session will highlight how a social media expert and SAP customers view the growing trend of social media within the SAP CRM setting. Find out how well social media performs for companies and whether any returns on investment can be measured.

Integrating social media with customer engagement and campaign management Alexander Dieterle, ecenta Thursday, 4:00 pm – 5:15 pm • Southern Hemisphere III Take a first look at the steps required to enable social media integration into SAP CRM, and hear what benefits and limitations exist for this crossover. Delve into ways to use social media services, such as Facebook, as new avenues to engage your customers. Get tips on managing communications to target groups through social media channels using SAP CRM campaign management. Gain knowledge about how to encourage your social fans and followers to spread the message about your product or service through contests, giveaways, and special promotions. See how to use SAP CRM to effectively distribute various messages (e.g., product launches, promotions, blog items) instantly and automatically across social channels. Build business cases for social media integration, not only for B2C markets, but also B2B.

Executive session: Why CRM champions must embrace social media concepts Brent Leary, CRM Essentials Tuesday, 4:15 pm – 5:30 pm • Southern Hemisphere I Join a social media expert and recipient of CRM Magazine’s 2004 Most Influential Leader Award as he discusses why CRM must evolve into a conversation with the customer. Examine new trends on Facebook, Twitter, and other social media sites that reflect a growing desire by consumers to trust the companies they do business with. Find out the practical differences between traditional CRM and social CRM (SCRM), and how you can bridge those gaps to the benefit of your company. Explore SCRM concepts — such as using social analytics and creating context-specific content based on conversations with customers — while also learning best practices for creating a social media strategy for your organization. Get an overview of the initial findings of a social customer engagement index that the speaker helped develop, which reveals ways to help companies better integrate social and traditional communication with customers.

How SAP’s social CRM solutions can help you further engage customers John Burton, SAP Wednesday, 2:45 pm – 4:00 pm • Southern Hemisphere I Prime yourself on newer and emerging means of communication in order to stay in control of your brand and to engage customers via their preferred interaction channels. Learn how you can use SAP’s social CRM (SCRM) solutions to monitor and respond to what customers are saying online, engage customers in collaborative conversations, and take advantage of social media to create viral marketing campaigns. See how customers are turning to social media sites and Web 2.0 technologies to share information, recommendations, and complaints about companies’ products and services. Explore how SCRM intersects with traditional customer communication channels, such contact centers, corporate Web sites, and email marketing.

Demo group: SAP CRM social media Gert Tackaert, SAP Wednesday, 4:15 pm – 4:45 pm • Europe 2 This 30-minute demo group follows up on the topic of SAP CRM social solutions. See demos of SAP’s EcoHub consulting packages for Twitter Customer Service, Facebook Marketing, and Facebook Loyalty Management, as well as several emerging research projects and prototypes that SAP is working on in the area of social CRM.

How smartphones, social networking, and locational intelligence lead to more accurate customer profiles Krishna Kumar, Space-Time Insight Thursday, 8:30 am – 9:45 am • Southern Hemisphere I Stay ahead of the latest mobility developments by learning how a combination of social media, smartphone capabilities, and situational knowledge (e.g., inclement weather in a given area) leads to better customer profiling and segmentation. Find out ways to convert social media trends, such as Facebook posts and product “tweets,” into triggers for trade promotion management. See how to use situational knowledge to create better customer segmentation strategies through real-time, targeted product promotions. Hear about how a Fortune 500 company is building Apple iPhone applications and integrating them with their SAP CRM system to better exploit consumer buying patterns. Look at ways to use SAP CRM, SAP NetWeaver BW, and mobile tools to corral enhanced customer data.

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Sponsored Educational Sessions

Sponsored Educational Sessions Sponsored educational sessions provide you with opportunities to learn about customer successes, participate in discussions, and view demonstrations of how vendor products or services can help drive more business value from your SAP solutions. These sessions are a part of the main conference schedule.

Accelerate the ROI of your SAP CRM implementation by driving user adoption and productivity with accelerator programs from GlobalSoft

Leverage Duet Enterprise to integrate SAP CRM contact and activity management with Microsoft Outlook and SharePoint 2010

Kaushik Ray and Santosh Menon, GlobalSoft Solutions Tuesday, 1:00 pm – 1:15 pm • Europe 1

Rahul Kamada, Fujitsu America and Anand Kumar, Fujitsu Consulting Wednesday, 2:45 pm – 4:00 pm • Europe 2

Track 2: SAP CRM implementations and upgrades

Track 8: SAP updates and cutting-edge CRM

This session examines how you can utilize GlobalSoft’s PowerPak solution to increase user adoption, productivity, and enable SAP CRM users to better manage data. Take a detailed look at the lean implementation approach using pre-configured accelerators for SAP CRM 7.0. Learn how to enrich loweffort, high-impact business processes. See how you can drive down costs and shorten implementation time lines by implementing pre-developed accelerator programs. See a demo of a sample SAP service management business scenarios and inbuilt accelerator programs. See sample accelerators related to Web UI enhancements, data validation and governance. Walk away from this session with a clear understanding of the value of accelerator programs and expected returns.

This session explores how to integrate SAP CRM 7.0 with Microsoft Outlook 2010 and SharePoint 2010 using Duet Enterprise to drive collaboration and productivity. Learn how Duet Enterprise helps to reduce your hardware footprint and allows you to efficiently reuse existing investments in technology. Understand how SAP CRM and Microsoft Outlook and SharePoint can be synchronized bi-directionally to deliver business efficiency and agility. See how providing your information workers with offline access to valuable business data can drive user satisfaction and adoption. Find out how you can use this technology to report on activities, tasks, and contacts which were previously siloed in either Microsoft Office or SAP CRM. Walk away from this session with key learning from implementing this technology.

Improved CRM process analytics for your sales and service processes

Smart Commerce – the new world of monetization and billing

Dr. Klemen Cas, ecenta AG Track 3: Increase the effectiveness of your sales processes and teams

Wednesday, 8:30 am – 9:45 am • Europe 1 This session delves into a new framework from ecenta for process analytics and dashboarding that delivers common KPIs from the data collected in SAP CRM. Learn how this generic framework can be used to derive metrics in customer service or sales force automation. See how it goes beyond what SAP provides as standard SAP NetWeaver BW content. Take a look at a case study from a company that has successfully utilized this framework to deliver mission critical dashboards and reports for its customer service organization. Take a look at several examples of how custom dashboards can be created on top of SAP NetWeaver BW that are easy to use and serve the requirements of both occasional users and power users.

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SAP Wednesday, 4:15 pm – 5:30 pm • Europe 1 Track 7: E-commerce and online self-service; Track 8: SAP updates and cutting-edge CRM

This session explores the consume-to-cash process solution that integrates SAP CRM and the SAP Business Suite. Learn how, enabled by ubiquitous connectivity and driven by the emergence of virtual goods and “X as a Service”, new models for monetization are displacing the old ones, creating painful operational challenges. Delve into social commerce models that include virtual currencies, ewallets, real-time revenue sharing, social purchases, and contextaware charging. See how these models are impacting industries of all kinds. Learn how organizations are retooling themselves to enable fundamental business transformation leading to the empowerment of their most innovative marketing and product executives. This session illustrates how to deploy new Smart Commerce capabilities to establish new revenue streams while maintaining existing processes and systems, including SAP CRM and traditional order-to-cash.

Solutions Showcase

Solutions Showcase LOCATION: NORTHERN HEMISPHERE BALLROOM

Get comprehensive information on market-leading solutions. See how SAP and thirdparty technologies fit into your IT infrastructure and help you improve key processes. Examine the latest strategies, features, and enhancements and learn how to take the next step with your SAP projects. Learn new ways to leverage the technology you already own and find out how to take advantage of new tools and technologies.

150

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453

1145

455

550

140

135

Tuesday: 9:45 am – 11:45 am, 2:00 pm – 7:00 pm Wednesday: 9:30 am – 11:30 am, 2:00 pm – 7:00 pm Thursday: 9:30 am – 2:30 pm

235

1255

1140

1150

1135

1235

1125

1225

1120

1220

1260

1355

1360

1365

1370

Global Soft

130

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120

325 220

725

1115

1215

1110

1214

1105

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1100

1205

Nsight

210

710

ecenta

810

1010

Fujitsu

105

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300

510

610

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700

805

905

800

900

Titan

1000

ENTRANCE EXHIBITING COMPANIES AND BOOTHS CRM Cognizant

Fujitsu

700

Nsight

710

SYCOR GmbH

GlobalSoft Solutions

230

SAP Americas

325

Synactive

550

InsideView

140

Seal Innotech

1220

Titan Consulting

1000

Dickinson + Associates

900

iServiceGlobe, Inc.

1120

Sky Technologies

255

WIS Publishing

725

ecenta America

510

ITML

1150

Sparta Consulting

1260

CDI Covington Creative

ExactTarget

810 1210

1255

Knack Systems

105

Syclo

1010 800

210

SCM Agile Network

250

Every Angle

220

LeverX

1205

SciQuest

1110

BackOffice Associates, LLC

300

GOPA IT Consultants, Inc.

135

Lifecycle Technology

1360

SEAL Innotech

1220

BCC Distribution, Inc.

1125

GyanSys

1235

Linx/AS LLC

Beacon Systems, Inc.

1115

HCL AXON

1370

LLamasoft

Boardwalktech, Inc.

1214

Hubwoo

Capgemini

1370

IBM

450 Northern Hemisphere A-4

MySupplyChainGroup OM Partners USA

235

SmartOps

120

Stratus Technologies

1365

Synactive, Inc.

350 1355 800

100

Systems & Programming Solutions 1140

Catalyst

610

InfoLogix

805

PINC Solutions

453

Titan Consulting

1000

CIBER, Inc.

500

Intelligroup

125

PLM Alliance

905

Vinimaya

1215

Cognizant

810

iT Services 2

900

John Galt Solutions

Dickinson + Associates Enowa Consulting Esker

1135 200

1120

ProcessWeaver

1225

600

Prometheus Group

455

K2 Professional Services Inc.

1100

PunchOut Catalogs

1105

Krypt Inc

1145

SAP Americas

WIS Publishing

725

325

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Exhibiting Companies

Exhibiting Companies

SILVER SPONSOR

Cognizant 500 Frank W. Burr Blvd. Teaneck, NJ 07666 USA Phone: 888-937-3277 Email: [email protected] www.cognizant.com Booth #810

Cognizant (Nasdaq: CTSH) is a leading provider of information technology, consulting, and business process outsourcing services, dedicated to helping the world’s leading companies build stronger businesses. Cognizant combines a passion for client satisfaction, technology innovation, deep industry expertise, and a global, collaborative workforce that embodies the future of work. With over 50 delivery centers worldwide and over 100,000 employees, Cognizant is ranked among the top performing companies in the world. Cognizant is an SAP global services partner with over 5,000 SAP professionals, a dedicated Touchstone Innovation Center, and Centers of Excellence focused on delivering significant business value to clients. Visit us at www.cognizant.com

CDI 400E 22nd St Suite 400C Lombard, IL 60148 USA Phone: 630-599-0620 x200 Email: [email protected] http://cdiconsulting.com/erp2web_sap.aspx Booth #1210

CDI offers ERP2Web, a B2B/C e-Commerce storefront solution to the SAP marketplace. The SAP Integration and Certification Center has certified ERP2Web integration with SAP applications. ERP2Web is uniquely positioned in the SAP marketplace in three ways: 1. ERP2Web offers high-end robust “shopping cart” functionality at an affordable price. 2. ERP2Web requires zero changes to the SAP ERP environment while providing real-time sales order, pricing, availability, status, etc. It is directly integrated to the SAP ERP system. 3. From start to finish ERP2Web can be fully implemented in approximately 4 months. ERP2Web clients realize increased profits, improved customer satisfaction and cost reductions.

Covington Creative 1834 Covington Road Crozier, VA 23039 USA Phone: 866-876-6220 Email: [email protected] www.covingtoncreative.com Booth #550

Covington Creative delivers innovative products and solutions enabling SAP-centric enterprises to deliver world-class customer care in the contact center and throughout the enterprise.We are thought leaders in SAP® CRM interaction center and SAP® Business Communications Management. Our BCM-in-a-Box® pre-packaged BCM appliance ensures quick return on investment for both on-premise and cloud deployments. Clients turn to us for measurable results: increased first contact resolution, better customer service scores, and lower abandonment rates, to name a few. Our experienced consultants have a strong track record of successes from small contact centers to global shared service centers in a diversity of industries.

Dickinson + Associates One North LaSalle Street, Suite 800 Chicago, IL 60602 USA Phone: 312-419-9600 Email: [email protected] www.dickinson-assoc.com Booth #900

Dickinson + Associates, an SAP partner, Delivers New Implementations, Upgrade Services, Value-Driven SAP Optimization, On-Site and Remote Support, and Professional Staffing Services. Our consulting professionals are truly Business People who know SAP systems that bring the right combination of Industry and SAP expertise for your SAP needs.

ecenta America 2018 156th Ave NE, Suite 100 Bellevue, WA 98007 USA Phone: 425-283-9971 Email: [email protected] www.ecenta.com Booth #510

ecenta is a consulting company specializing in complex SAP implementation projects, focusing on SAP CRM, SAP NetWeaver, and SAP Business Communications Management. We have a close working relationship with SAP and regularly contribute to SAP CRM development. At the same time, we have successfully delivered premium consulting to over 100 projects using our own highly trained resources. We are an SAP Services Partner, SAP Best Practices Development Partner, SAP Gold Partner for SAP Business Communications Management, and are notably experienced with early solutions adoption and SAP Ramp-Up projects.

ExactTarget 20 N. Meridian Street, Suite 200 Indianapolis, IN 46204 USA Phone: 317-423-3928 Email: [email protected] www.exacttarget.com Booth #1255

SILVER SPONSOR

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Fujitsu 1250 E. Arques Avenue Sunnyvale, CA 94085 USA Phone: 1-800-831-3183 Email: [email protected] http://solutions.us.fujitsu.com/ Booth #700

ExactTarget is a global provider of interactive marketing solutions, including email, mobile, social media and websites. Through its Interactive Marketing Hub and CoTweet technologies, marketers can plan, power, monitor and analyze campaigns in real time and instantly take action on campaign performance and interactions. Supported by global services teams, ExactTarget integrates with more sales and marketing information systems than any in the industry. Through the seamless integration with SAP CRM, organizations can plan, create and optimize automated triggered messages and interactive marketing campaigns to deepen customer relationships, drive engagement and deliver real marketing results. For more information, visit www.ExactTarget.com. Fujitsu America, Inc., is a leading ICT solutions provider for organizations in the U.S., Canada and the Caribbean. Fujitsu is one of only three SAP partners with the ability to support customers at the local and global levels with SAP expertise in technology, software, service and hosting. We provide enterprises with end-to-end support at the application and IT infrastructure levels; in implementing and running SAP systems; with strategic consulting and developing business processes. Fujitsu provides industry-oriented solutions for manufacturing, retail, healthcare, government, education, financial services and communications sectors. For more information, please visit: http://solutions.us.fujitsu.com/

Exhibiting Companies

SILVER SPONSOR

GlobalSoft Solutions 505 Thornall Street, Suite 300 Edison, NJ 08837 USA Phone: 732-343-6715 Email: [email protected] www.globalsoftsolutions.net Booth #230

GlobalSoft Solutions is a certified gold SAP services partner, SAP CRM strategic partner, SAP BusinessObjects channel partner and Sybase mobility solutions partner. We offer proven services and solutions in the areas of SAP CRM, BI/business objects, mobility solutions and ERP. GlobalSoft offers pre-configured solutions for SAP CRM sales, service, marketing and interaction center. Our easily deployable SAP CRM accelerators help increase efficiency and productivity of the sales and service workforce and better manage data. Our expertise in integrating SAP CRM with ERP, BI and Mobility solutions makes us an accomplished player in the areas of Sales Force Automation and Service Management.

IBM Northern Hemisphere A-4

The IBM SAP Alliance represents nearly 40 years of meaningful, ongoing collaboration in thousands of engagements world-wide. For IBM customers it means we offer smarter solutions to optimize SAP software uniquely for their business. It means customers benefit from greater expertise, deeper support, leading technology, smarter innovation, and more choices for implementation and operation around the world. IBM and SAP are committed to working continuously to show clients how to create a smarter planet. Visit the IBM SAP Alliance website: www.ibm-sap.com IBM and SAP Alliance YouTube channel: www.youtube.com/user/ibmsapalliance IBM and SAP Alliance on Twitter: www.twitter.com/ibmsapalliance IBM and SAP Alliance LinkedIn Community: www.linkedin.com/groups?gid=1620427

Insider Training 20 Carematrix Drive Dedham, MA 02026 USA Phone: 781-751-8700 Email: [email protected] www.WISinsidertraining.com Booth #725

Insider Training is the most convenient, cost-effective way to sustain your competitive edge on evolving SAP technologies. We offer over 40 in-depth Seminar on Demand training videos, all recorded live at SAPinsider’s world-class conferences and seminars and designed to answer your toughest questions. View courses online, download them to your desktop, or watch streaming videos on CD to get detailed training and practical insights from our lessons and case-studies, without the cost of travel or time spent away from work. Visit us at the WIS Publishing booth, or at www.WISinsidertraining.com.

InsideView 444 De Haro Street, Suite 210 San Francisco, CA 94107 USA Phone: 415-728-9300 Email: [email protected] www.insideview.com Booth #140

InsideView, the leading provider of sales intelligence, increases productivity and revenue by delivering relevant business and social insights to the point of need. Our award-winning technology gathers and analyzes information from the most relevant social media, usercontributed and traditional/proprietary editorial sources to provide compelling insights about companies and contacts directly within the CRM, browser, or mobile device. InsideView’s products are used by more than 50,000 sales professionals, and over 1,000 market-leading companies including Adobe, BMC, Cap Gemini, EMC, Experian and SuccessFactors. For more information, visit http://www.insideview.com.

iServiceGlobe, Inc. 160 Franklin St. Suite 202 Oakland, CA 94607 USA Phone: 866-407-4739 Email: [email protected] www.iserviceglobe.com Booth #1120

iServiceGlobe is a global CRM solutions company. Our expertise and experience with multiple platforms provides us with the foundation to develop a uniquely tailored solution to address your critical business needs. From SAP CRM 7.0 to our SAP Cloud CRM solution, we offer a full range of SAP tools. Be sure to visit our site to utilize our CRM assessment tool and view relevant CRM information and white papers in our Knowledge Base and Blog. Clients include: Hewlett Packard, Konami Digital Entertainment, Shredit, JJ Keller, American Standard, and Synopsys.

ITML ConsultingNetwork Business Solutions LLC 250 East 5th Street, Suite 1500 Cincinnati, OH 45202 USA Phone: 513-878-2650 Email: [email protected] http://sbs.consultingnetwork.com/ Booth #1150

ITML is a manufacturer of solutions for products SAP ERP and the entire SAP Business Suite, with its head office in Germany. In the US and Canada ITML software and services are provided by Consulting Network Business Solutions (CNBS).The core competences cover holistic solutions such as Customer Relationship Management to optimize marketing, sales and service, characterized by 100% integration into the SAP environment. All ITML solutions are based on the SAP NetWeaver Application Server and aim to provide a convenient user interface for process execution using service-oriented processes and applications.

Knack Systems 1 Woodbridge Center, Suite 335 Woodbridge, NJ 07095 USA Phone: 732-596-0110 X 219 Email: [email protected] www.knacksystems.com Booth #105

To partner with companies on their SAP CRM journey, Knack Systems brings valuable experience and unique solutions: • Integration solutions for Miller Heiman, Exact Target, SAVO, Vendavo and Facebook • Mature TPM practice • Solutions for Rapid Upgrade to SAP CRM 7.0-enhancement package 1 • Cost-effective Global delivery model. Knack Systems is recognized as an SAP services partner and a SAP co-innovation partner. Our reference-able clients include well known Fortune 100 companies such as a global leader in the electronic products industry, a leading beverage and snack manufacturer, leading designer/manufacturer/retailer of consumer products and a Leading manufacturer of Kitchen & Bath products.

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Exhibiting Companies

Nsight, Inc. 4677 Old Ironsides Drive Suite 240 Santa Clara, CA 95054 USA Phone: 408-748-0130 Email: [email protected] www.nsight-inc.com Booth #710

Recognized for its high-quality standards, Nsight is a systems integrator offering support of SAP solutions, analytics and mobile technologies. Nsight is now a partner of SAP, Blackberry/ RIM, Adobe and Microsoft. Using Nsight’s value-added services and innovative solutions, customers realize business value and maximize returns on their project investments. Nsight’s solution offerings for mobility and closed-loop analytics enable customers to leverage clean data and better insights to become more customer-centric. For further inquires or to see demonstrations of Nsight’s solutions, visit Nsight in its booth #710 or contact Nsight through its Web site, www.nsight-inc.com.

SAP Americas 3999 West Chester Pike Newtown Square, PA 19073 USA Phone: 800-872-1727 Email: [email protected] www.SAP.com/usa/solutions Booth #325

As market leader in enterprise application software, SAP helps companies of all sizes and industries run better. From back office to boardroom, warehouse to storefront, desktop to mobile device — SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition. SAP applications and services enable more than 105,000 customers to operate profitably, adapt continuously, and grow sustainably. For more information, visit www.sap.com.

SAPexperts 20 Carematrix Drive Dedham, MA 02026 USA Phone: 781-751-8700 Email: [email protected] www.sapexperts.com Booth #725

Avoid costly trial-and-error, save time and money, and minimize the effort to get your SAP projects done right with the SAPexperts knowledgebases. A simple keyword search immediately gives you highly sought-after advice, step-by-step instruction, time-saving tips, and best practices that are more complete and trusted than anything else you’ll find on the Web — guaranteed. It’s like having a consultant by your side all year long. SPECIAL OFFER — Purchase a risk-free license to any of the SAPexperts knowledgebases onsite and get a free SAP PRESS book of your choice (up to $100 value).

SAPinsider 20 Carematrix Drive Dedham, MA 02026 USA Phone: 781-751-8755 Email: [email protected] sapinsider.wispubs.com Booth #725

SAPinsider magazine, sponsored by SAP, is the premier source of information for the executives, managers, consultants, and implementation and development teams who are decision makers for their SAP systems. Read loyally by 125,000+ professionals charged with maximizing the return on their company’s multi-million dollar investment in SAP technology, the magazine provides SAP customers with advanced notice of SAP’s key product and service initiatives, directly from SAP executives. http://sapinsider.wispubs.com

SILVER SPONSOR

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The SAPexperts knowledgebases include: CRM Expert, BI Expert, Project Expert, HR Expert, Financials Expert, GRC Expert, SCM Expert, Solution Manager Expert, as well as SAP Professional Journal. Visit the SAPexperts at the WIS PUBLISHING booth, or at www.sapexperts.com.

A perfect complement to SAPinsider, insiderPROFILES magazine offers detailed profiles of today’s most influential business and IT leaders — their strategies, best practices, and how they leverage SAP solutions to achieve their objectives. Each issue delivers firsthand accounts and insights from customers, partners, and industry thought leaders about how they’re innovating and driving business value through SAP technology. http://insiderPROFILES.wispubs.com

SAP PRESS 20 Carematrix Drive Dedham, MA 02026 USA Phone: 781-751-8700 Email: [email protected] www.sap-press.com SAP PRESS Bookstore

SAP PRESS is the premier publisher of over 250 technical and strategic books for the SAP community. We proudly offer an expansive range of unique titles to help you master SAP technology and complete key SAP projects faster, while avoiding costly mistakes. Chosen from among the best and brightest minds at SAP, leading consultancies, and SAP customers from around the globe, our authors deliver keen insights, proven best practices, and solutions to the challenges with which our readers struggle daily. SAP PRESS is thrilled to announce the release of “SAP PRESS BooksOnline,” our all-new online reading platform. Visit at the SAP PRESS Bookstore in the Northern Hemisphere Foyer or online at www.sap-press.com.

SEAL Innotech 1835 W. Chandler Blvd., Ste 101 Chandler , AZ 85224 USA Phone: 732-947-4900 Email: [email protected] www.sealinnotech.com Booth #1220

SEAL Innotech, a leader in enterprise mobility, expands the value of SAP to the mobile workforce with its award-winning micro-apps that empower employees to transact in SAP 24/7/365. The business becomes more nimble and responsive, while users become more productive and efficient from any location, on any device. Different micro-apps allow users to instantly place orders, approve requisitions, manage leads, verify material availability, and much more. The business improves customer satisfaction and increases revenue from instant order throughput and shortened sales cycles. Micro-apps are cost-effectively deployed in weeks, delivering fast value and measurable ROI across the enterprise. Visit www. sealinnotech.com.

Sky Technologies 50 Ramona Avenue Palo Alto, CA 94301 USA Phone: 214-649-8820 Email: [email protected] www.skytechnologies.com Booth #255

Sky Technologies is a mobile applications company that enables its customers to mobilize any business process on any mobile device using a single technology platform; Our Business Solution Suite of “code free” applications can be seamlessly integrated to any back end business system. Our technology has delivered significant business benefits to our clients who span multiple industries and over 30 countries. With solutions in areas such as field service, asset management, sales force automation and supply chain management and offices in the USA, Australia and the UK Sky Technologies is a market leader in the world of enterprise mobility.

Exhibiting Companies

Sparta Consulting 111 Woodmere Road, Suite 200 A KPIT Cummins Company Folsom, CA 95630 USA Phone: 916-985-0300 Email: [email protected] www.spartaconsulting.com Booth #1260

Sparta Consulting’s SAP-centric portfolio of CRM solutions provides differentiated business value for both general and industry specific processes (high tech, automotive, wholesale distribution, manufacturing, utilities). Sparta’s has assisted numerous mid-size and large enterprise clients in the migration, upgrade, optimization or implementation of SAP CRM for sales, service, Interaction Center, B2B e-commerce, mobility solutions and beyond. We combine the agility of 1200+ SAP consultants, 4 global delivery centers, proven best practices and packaged templates to enable accelerated implementations and lower ownership costs. For more information visit www.spartaconsulting.com.

Syclo 1721 Moon Lake Blvd, Suite 300 Hoffman Estates, IL 60169 USA Phone: 847-230-3800 Email: [email protected] www.syclo.com/sap Booth #210

Syclo is SAP’s mobile co-innovation partner for asset management and CRM field service. We offer SAP customers a proven way to extend their systems to a variety of mobile devices —improving productivity, cutting costs and providing a 360° view of operations with timely, accurate data from the field. Syclo’s SMART Mobile Suite of ready-to-deploy applications offers enterprises a quick and low-risk approach to mobilizing key business processes like work management, field service, approvals, inventory management, sales and more. With tight integration with SAP systems, complete configurability and enterprise-grade support, Syclo has the tools you need to enable your mobile enterprise.

SYCOR GmbH Heinrich-von-Stephan Str. 1-5 Goettingen, 37073 Germany Phone: +49 551 490 2128 Email: [email protected] www.sycor.de/e-commerce Booth #1010

As an internationally established SAP partner, Sycor offers extensive experience and knowhow with web-shops in SAP environments (ERP and CRM). For over 10 years now Sycor has been implementing and servicing quality assured web solutions that are tailored to the needs of our satisfied international customers. To ensure an attractive layout and accessible functionality Sycor always employs the latest technologies in Web 2.0, Adobe Flash and Flex and other software packages. Your advantage: our experts are both SAP and web-shop experts.

Synactive, Inc. 950 Tower Lane, Suite 750 Foster City, CA 94404 USA Phone: 650-341-3310 Email: [email protected] www.guixt.com Booth #800

Synactive is an SAP software solution partner in the SAP PartnerEdge™ program and leading developer of GuiXT optimization and user-enablement solutions for use with SAP ERP applications. Because GuiXT software comes pre-packaged with installations of the SAP GUI— 4.6b to 7.0 and is fully integrated with the SAP GUI environment, customers can customize, simplify, and automate transaction screens to the requirements of specific jobs, while leaving essential SAP coding untouched.

Titan Consulting 3411 Preston Rd., Suite C13, PMB 205 Frisco, TX 75034 USA Phone: 972-377-3091 Email: [email protected] www.titanconsulting.net Booth #1000

SAP® software brings together all facets of your organization, and helps them act as one. But to perform at its highest level, you need experienced SAP consultants on your side. That’s why Titan Consulting offers senior-level SAP consultants who will help you unleash your full potential. As an official SAP partner, we are always on top of the latest upgrades, enhancements, and changes to the SAP portfolio. This helps us devise the best plan to get the most out of your business. With our experts on your side, you’ll truly be ready to unleash the power of together®. www.titanconsulting.net

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