01 - CRM7 Overview Sales

SAP CRM 7.0Overview

SAP CRM 7.0 – Sales

© SAP 2008 / Page 2

1. Overview2. Sales with SAP CRM 7.0

1. Sales Planning and Forecasting2. Territory Management3. Account and Contact Management4. Activity Management5. Opportunity Management6. Pipeline Performance Management7. Quotation and Order Management8. Contract Management9. Sales Analytics

Table of Contents

SERVICEMARKETING

SALES

Mobile

Powered bySAP NetWeaver®

End-to-end, Industry-specific

Processes

ANALYTICS

WebChannel

InteractionCenter

PartnerChannel

CUSTOMER

CRM Without Compromise – Comprehensive

The SAP CRM Solution

Customer-Centric Business with SAP CRM 7.0

The Sales functionality of SAP CRM 7.0

Ensures consistency, effectiveness, and predictability throughout the sales cycleSales planning and forecastingTerritory managementAccount and contact managementActivity management incl. visit planningOpportunity managementQuotation and order managementContract managementSales analytics Second level

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Business Scenario: CRM Sales

A marketing campaign is initiated to promote a product for a market segment.

The potential prospects are contacted, depending on the preferred channel of communication.

The interaction center agent calls the person to qualify the lead generated by the campaign.

If the prospect is interested, the lead

qualification level is set accordingly and a

workflow is triggered.

Territory management is used to determine

the correct sales representative. If the

sales rep accepts the lead, an opportunity is

created.

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Business Scenario: CRM Sales

Your sales methodology defines an activity plan for the sales cycle. The opportunity helps the sales team to manage the complete process and to capture all data, including contacts and objectives, for your potential customers.

Quotations are created on the basis of the opportunity data.

The high-quality sales cycle leads into an agreement, and the sales order or contract is signed on the basis of the quotation.

Before delivery, credit management is executed to minimize your risk.

The complete supply chain execution process is fully integrated, and all customer-facing colleagues have access to the relevant data in real time.

Billing can be triggered on the basis of the delivery or order items.

Sales performance analysis gives a complete overview of past, present, and future sales performance to ensure successful sales force management and decision making.

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Sales Overview

Multichannel optimization

Generating and qualifying leadsCustomer

retention

Order fulfillment

Billing

Agreement

Sales Cycle

Mobile sales

Telesales

Providing 360º insight into the complete customer life cycle

Web-channelThe customer

Customer service

Face-to-face via field or

partners

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Sales Feature Highlights

Field Sales (online and offline solutions)

Field sales features let you proactively and effectively plan, prospect, manage, collaborate, close, fulfill, and analyze the sales cycle and process. Flexible deployment options are available on laptops, handheld devices, tablet PCs, and smart phones.

Sales planning and forecastingOrganizational and territory managementAccount and contact managementActivity management incl. visit planningOpportunity managementQuotation and order managementContract managementSales analytics Second level

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Telesales

Leveraging SAP Interaction Center, agents can process orders or gather pertinent information to better prioritize opportunities.

Lead managementPipeline and opportunity managementCall scripting and promptsCall listsWeb chat, e-mail response, voice callbackSales order management, quotations, and contracts

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Web Channel Enablement

The Web channel capabilities of SAP CRM 7.0 enable the complete sales process to run on the Internet.

Quotation and order managementShopping-basket managementPrice managementInteractive selling and configurationWeb auctionsCollaborative selling

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Partner Channel Management

Through SAP CRM 7.0 partner channel management you can integrate your partners for your indirect sales channel in your sales processes. Channel sales features let you enable partners to sell more of your products, more effectively. Partner order management optimize partner ordering processes and incorporate partner into your Web-channel strategy.

Account and contact managementActivity managementOpportunity managementChannel sales analysisQuotation and order managementPricing and contract managementInteractive selling and configurationCollaborative ShowroomDistributed order management

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Table of Contents

Sales within SAP CRM 7.0

Sales Planning and ForecastingFlexible planning from the bottom up or top down, based on: Organization, product categories, historical or forecast sales figuresConversion of sales strategies into action

Territory ManagementPrecise monitoring and management of your sales forceOptimal coverage of your sales territories

Account and Contact ManagementThe key to successful customer relationship management, thanks to a complete view of your business partners

Activity ManagementOptimal customer service with organization, planning, and monitoring of all activities

Visit PlanningA tool supporting sales reps in planning their customer visits

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Opportunity ManagementBetter management of the sales cycle, using a sales methodology based on your best practices to empower your sales force

Quotation and Order ManagementIntegration of all communication channels and support of the complete document flow, from inquiry and quotation to sales order or contract, including released orders.Guaranteed seamless integration into your supply chain

ListingsDefinition of listings: a set of products defined as valid for a certain period and related to a customerListings maintained by key account managers

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Contract ManagementCapability for users to easily and automatically develop, verify, revise, and submit contracts tailored for each customer, to establish and maintain a long-term relationship

Sales AnalyticsComplete overview of past and present sales performance, simplifying sales force management and decision making

Pipeline Performance ManagementInteractive application to plan quotas and manage pipeline activity. It allows sales professionals to:

Analyze their sales pipelineIdentify gaps and critical opportunitiesIdentify and monitor opportunity changes in the pipelineSimulate what-if scenariosImmediately trigger the right actions to resolve issues and to meet their targets

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Table of Contents

Sales Planning and Forecasting

Plan and communicate your sales targetsPlan your targets, using multiple dimensions andkey figuresUse advanced planning methods and layouts to distribute and refine your targetsUse a common planning platform to integrate and consolidate your sales plan with opportunity planning, marketing planning

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Strategic planning for sales and marketing:

Objectives(what, where, to whom)

Goals(market share, profit, revenue)

Strategy (leadership, market penetration)

Sales analytics

SalesLeadsActivitiesOpportunitiesQuotationsOrdersContractsListings

Key account management

Territorymanagement

Workforcemanagement

Operational:Demand forecastsResources Sales tasks (what, where, to whom)Sales processes (how to sell)

Sales Planning: The Sales Management Cycle

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Sales Planning: Features

Multidimensional planning with flexibly defined planning levelsStrategic goalsSales targetsSales figures estimated from the bottom upward

Personalized toolbox of planning methods

Comprehensive planning tasks

Simulation and planning of your actions with your customers

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Table of Contents

Territory Management in SAP CRM 7.0

2

Plan territory hierarchies

Maintain territories

1

3

Analyze sales by territory

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Sales manager analyzes territories and employees using differentcriteria

Sales manager uses territory hierarchy–planning functions to create and define territory structure

Sales representative keeps his or her territory details up-to-date(for example, creates a new territory, deletes an old territory, andchanges/adds validity periods or attributes)

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2

3

Territory Management in SAP CRM 7.0

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Territory Management: Features

Define territories and territory hierarchies

Allocate employees to your territories

Control data for field sales distribution, to ensure that each salesperson downloads only his or her own data

Change the territory structure when territories need to be redefined to accommodate the changing sales market

Plan and analyze sales figures; monitor performance by territory and sales team

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Table of Contents

Account and Contact Management in SAP CRM 7.0

Sales performance analysis

Account planning

Business activity processing

Account processingOpportunity processing

Sales representative

3


2Sales representative

4

Sales manager

5 Sales manager

1

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Account and Contact Management: Business Scenario

The sales manager or sales representative breaks the sales planningdown to the account level.1

The sales representative searches for an account. He or she checksthe interaction history of the account and all other related data. The sales representative enters the data of a new contact personthat he or she has met during the last customer visit.

2

The sales representative quickly updates the activity for thecustomer visit. He or she changes the status and adds a visit report.3

The sales representative quickly creates a new opportunity forthe account.4

The sales manager or sales representative analyzes the salesperformance.5

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Account and Contact Management: Features

No one knows your accounts better than you with SAP CRM 7.0:Quick and easy search and display for accountInformation about people, companies, and relationshipsDifferent views on accounts, such as customers, contacts, consumers, or competitors360° view of the account, with all relevant information such as:

Interaction historyActivitiesOpportunitiesSales, service, and marketing transactionsFinancial- and logistic-related dataAccount-specific analysis

Printing of account overviewAccount fact sheetEnsured data quality

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Account Management: Screenshot

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Table of Contents

Activity Management in SAP CRM 7.0

Campaign manager initiates marketing campaign for new

product

Sales rep creates task list, gathers information,

and prepares visit

Sales rep checks calendar and creates activity “Customer

Demo”

Customer calls to request product demonstration

Sales rep creates

follow-upactivity

Sales rep visits the customer

Sales rep creates a quotation

Sales rep writes visit report


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7


6


5


4


3

Customer2

Campaign manager

1

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The campaign manager creates a campaign for a new product fora specific target group.

The customer shows interest in the product and calls the vendor to request a demonstration.

The sales representative checks his or her calendar, createsan activity to visit the customer, and invites a sales assistantto come along. This appointment appears in the calendars of the sales representative and the sales assistant.

The sales representative creates a task list for preparing the meeting. He or she has already prepared the presentation, and there is also marketing collateral and product information available.The sales representative attaches these documents to the activity.

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2

3

4

Activity Management: Business Scenario

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The sales representative visits the customer. During the visit, thesales representative calls up the activity and uses the attachmentsfor the presentation. The customer is very interested in the productand asks for a quotation.

The sales representative creates a quotation as a follow-updocument before leaving the customer.

On the way home, the sales representative and the sales assistant stop at a café and write the visit report.

Back in the office, the sales representative creates a follow-upactivity for the customer.

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6

7

8

Activity Management: Business Scenario

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Activity Management: Features

All activities that need to be planned, tracked, documented, or administrated by user or user groups:

AppointmentsTasksSales CallsE-mails

This information captured and able to be used to organize the daily work:Visualization via calendar Inbox

Bidirectional groupware integration server- and client-based (Microsoft Office, Lotus Notes)

Analyses for reporting on activities

Visit planning based on different sources of informationVisit plans, target groups, overdue activities

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Integration of Activity Management in CRM Processes

Opportunity

Order

Contract

Inquiry/quotationActivity

Lead

Service

Complaint

Campaign

CRM activity management can be used in each phase of the CRM process.

It is fully integrated in all CRM business transactions.

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Activity Management: Screenshot

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CRM Calendar: Screenshot

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Table of Contents

Opportunity Management in SAP CRM 7.0

Qualify a lead as a “hot lead”

Plan activities per phase (sales

methodology)

Maintain sales team and assign products or product categories

Receive the “hot lead,”check it, and accept it

Develop value proposition

Qualify opportunity(sales methodology)

Monitor win/loss analyses




Salesmanager


7


8

Create quotation

Create sales order

6

9

Lead qualifier

1

2


3

4


5

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As a result of a campaign, a lead has been created. A lead qualifierqualifies the lead as a “hot lead.” The lead is forwarded to the responsible sales representative via the workflow.

The sales representative receives the “hot lead” in his or workflow inbox. The representative checks the “hot lead” and accepts it. The system automatically creates an opportunity.

The sales employee contacts the customer. He or she enters further data into the opportunity, such as estimated end date, expected sales volume, status, products, and participating members of the sales team.

The sales employee activates the required activities in the sales assistant of the opportunity and adds new ones if required. The sales assistant compiles a specific activity planfor this opportunity.

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2

Opportunity Management: Business Scenario

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4

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The sales representative uses further elements of the sales methodology (buying center, project goals, competitor analyses) and develops a clear value proposition for the customer.

6

Opportunity Management: Business Scenario

The sales employee presents the solution to the customer and creates a quotation.7

The sales employee secures agreement with the customer andcreates a sales order.8

The sales representative qualifies the opportunity with the help of the assessment and makes a go/no-go decision.5

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Opportunity Management: Life Cycle

ActivitiesStage

Development

Decisionmaking

DiscoveryExchange of informationUnderstanding the requirementsCustomer visit

Discussion of solutionProving capabilityPricingDemonstration/presentationNegotiation Quotation

ConvictionVisit to reference customersGolf

OrderWon

No order

LostWin/loss analysis

Opp

ortu

n ity

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Opportunity Management: Features

Provides the framework for presenting sales projects from the very start and tracking their progress

Enables control of the sales process

Provides the basis for optimizing your enterprise with analysis and sales forecast functions

Facilitates the following:Planning the sales approach Estimating a close date Estimating potential to buy Identifying the decision maker

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Opportunity Management: Sales Methodology

Opportunity

Contacts

Sales assistant

Opportunity plan

Competitionanalysis

Opportunityassessment

Reporting/analysis

Project goals

Freely customizable

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Opportunity Management: Screenshot

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Table of Contents

What is Pipeline Performance Management?

Pipeline Performance Management is an interactive application to plan quotas and manage pipeline activity.

Pipeline Performance Management helps sales managers and sales representatives to:

Analyze their sales pipelineIdentify gaps and critical opportunitiesIdentify and monitor opportunity changes in the pipelineSimulate what-if scenariosImmediately trigger the right actions to resolve issues and to meet their targets

Pipeline Performance Management provides a great user experience by merging analytics and actions in one application.

Easy, straightforward navigation through interactive analysis to identify relevant opportunities

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Pipeline Performance Management: Features

Plan quotas and manage pipeline activity to achieve targets.

Four chart types:Target To Date ViewSales Pipeline ViewClosing Date ViewSales Pipeline Change View

Present opportunity data in context with pipeline analytics to easily identify gaps and critical opportunities.

Identify critical opportunities and gaps between actual revenues and planned quotas with interactive real-time charts and editable opportunity list.

Easily maintain sales targets with integrated sales quota planning

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Pipeline Performance Management: Features

Plan quotas and manage pipeline activity to achieve targets.

Maintain individual churn rates to calculate the target line for Sales Pipeline View

Personalize chart views by making personal default settings

Quickly display the relevant information about recent activities, contacts, products, related competitors, and so on

Simulate opportunity changes and what-if scenarios for closing pipeline gaps with the option to save simulated opportunity value changes

View pipeline-relevant changes for a certain time horizon, showing direction of change for key fields

Dynamically filter for ad hoc pipeline data exploration

SAP Business Intelligence (SAP BI) not required

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Pipeline Performance Management: Screenshot

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Table of Contents

Quotation and Order Management in SAP CRM 7.0

Create customer inquiry

Create sales order

Create quotation

Create delivery, pick and pack, and post goods issue

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6

7 4

3

2

5

Create invoice

Monitor status of order

Analyze sales processes

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A customer makes an inquiry about one or more of the company’s products. The interaction center agent creates an inquiry.

On the basis of the inquiry, the sales employee decides to submit aquotation to the customer. The sales employee offers the requested products or alternative products, together with availability andpricing information.

The customer accepts the quotation and places an order. The salesemployee creates a sales order. The system adopts the items fromthe quotation. If necessary, the sales employee can re-execute pricing, availability check, and credit check. The system then replicates the order to SAP R/3 SCE.

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Quotation and Order Management: Business Scenario

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Quotation and Order Management: Business Scenario

When the order items are due for delivery, an outbound delivery iscreated in SAP R/3 SCE. The products are picked and packed, and goods issue is posted. Additionally, transportation is plannedand executed.

5

The billing clerk creates an invoice for the delivered products.He or she calls up the billing due list and creates the billingdocument from the selected items. Billing is executed inSAP CRM 7.0 or in SAP ERP.

6

The sales manager analyzes the sales figures and the successof the sales processes.7

During order processing, the sales employee can track and monitor the status of the order. At any time, he or she is able to givethe customer the right information.

4

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Quotation and Order Management: Features

Partner determination

Organizational data and territory determination

Status management

Date management

Text determination

Pricing

Free Goods

Product Configuration

Product determination andsubstitution

Listings check

Creation of follow-up documents

Actions and workflow

Availability check

Credit check and credit rating check

Payment cards processing

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Order Management: Screenshot

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Table of Contents

Contract Management in SAP CRM 7.0


wins opportunity

Sales representative creates contract with favorable conditions

Near contract completion date, sales representative

contacts customer to renew contract

Customer agrees to continue buying product

Customer negotiates terms and conditions for buying product

Customer accepts contract

Sales manager releases contract

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5

4

32

Customer releases products against contract at regular intervals

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Sales representative creates a value contract with details of the terms and conditions

Sales representative wins opportunity to sell customer a targetvalue of products over a certain period of time

Customer negotiates terms and conditions of contract, includingpricing agreements, validity periods, and notice of cancellation

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2

3

Contract Management: Business Scenario

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Sales manager checks the contract details, as well as customer standing, and approves the contract

Over the following months, customer releases products againstthe contract by ordering the relevant items

Toward the end of the contract validity period, or when the targetvalue of the contract is nearing completion, the sales representativecontacts the customer

Customer would like to continue buying the product,and the contract is renewed7

4

6

5

Contract Management: Business Scenario

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Contract Management: Features

Contracts are long-term agreements with customers that allow them to buy products with special conditions, such as lower prices or favorable terms of delivery.

They can be categorized as sales, service, or leasing contracts.

They contain information about the following:Pricing agreementsReleasable productsAuthorized partnersValidity dates and date rulesCancellation dates and rulesCompletion rulesActions for tailored follow-up activities

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Contract Management: Screenshot

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Table of Contents

Sales Analytics: Features

Integrated business content so that sales managers can view their sales figures from different perspectives, whether an overall picture or a drill-down to specific areas.

Adaptable content so that sales representatives can analyze their specific sales figures, whether it be by territory, sales order, or customer.

Alerts for monitoring sales on a daily basis.

Integration in the SAP CRM WebClient UI for easy-to-use and quick access to analytical content.

Powerful ad-hoc reporting without NetWeaver BI

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Sales Analytics: Selected Examples

Sales pipeline analysis

Sales funnel analysis

Contract analysis

Activity analysis

Opportunity planning and analysis

Sales analysis and planning by territory

Sales quotation and order analysis

Sales performance analysis

Sales planning

Billing analysis

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Sales Funnel and Pipeline Analysis

Analyze the success ofyour sales efforts fromdifferent points of view:

Sales funnel analysisanalyzes the performance and flow of sales documents from a historical perspective, regardless of their status. Analyze the success of your sales strategy. The sales pipeline evaluates and monitors the current business development and expected sales revenue.

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Sales Planning and Analysis by Territory

Territory management enables you to structure and organize your sales market by dividing it into territories according to criteria of your choice, such as size, region, or product line:

You can use flexible territorystructures to plan andanalyze your sales quotas.You can monitor and manage your plan/actual achievement in a rolling forecast.

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Sales Performance Analysis

Analyze the performance of your sales business by considering all relevant perspectives, such as financials, customer learnings and growth, and processes:

Provide your sales managers with all aspects of their sales business.Integrate and link information across CRM, supply chain management, financials, and HCM.

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Sales Analytics: Ad-hoc Reporting

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Further Information

SAP CRM - Roll-Out Maphttps://portal.wdf.sap.corp/go/crm-rollout-map

SAP CRM - Ramp-Up Knowledge Transfer (RKT)http://service.sap.com/rkt-crm

SAP CRM – Demo Portalhttp://crmportal.wdf.sap.corp:1080

SAP CRM – WiKihttps://wiki.wdf.sap.corp/display/SAPCRMHub/Home

SAP CRM - Help Portalhttp://help.sap.com/crm

SAP Public Webhttp://www.sap.com/crm

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Documents

01 - CRM7 Overview Sales