Crm Sales Overview

8/10/2019 Crm Sales Overview

1/132

India SAP CoE, Slide 1

CR1003 - SAP CRM Sales overview- v1.0


2/132


1 Prepare Me

2 Tell Me

3 Show Me

4 Let Me

CRM Sales Overview

Help Me5


3/132


Origin of Sales Process

Lead Generation

Lead Qualification

Transfer to Sales

OpportunityMaintenance

VIA Marketing Campaign

By Actively taking up contact with BP

Status Allocation

Support from Questionnaire

Workflow triggered by a certainstatus. ( for ExampleHOT)

Create Opportunity

Maintain Opportunity


4/132


Sales Cycle in CRM

Opportunities Quotation

OrderAnalysis

Hot Lead


5/132


Sales Cycle in CRM

Sales Cycle

Sales Cycle

OpportunityManagement

Agreement

Interaction CentreE Selling

Logistics Execution

Billing

Customer Service

Customer Retention

Generating andQualifying the lead

Mobile

Face to Face

Telephone


6/132


1 Prepare Me

2

3 Show Me

4 Let Me

CRM- Sales Overview

Help Me5

Tell Me


7/132


CRM Sales Overview

Opportunity Management

Activity Management

Contract Management

Quotation and Order Management

Sales Cycle in CRM

Visit Planning

Territory Management

Account and Contact Management

Rebate Management


8/132India SAP CoE, Slide 8


CRM Sales Overview

Activity Management


Contract Management

Visit Planning

Sales Cycle in CRM



Rebate Management



CRM Sales Overview

Hot Lead

Assign Products

Sales Methodology

Checks and Accepts it

Qualifies opportunity

Value Proposition

Creates Quotation

Create Sales Order

Win/Loss Analysis

Lead Qualifier

Sales

Representative SalesRepresentative

Sales

Representative

SalesRepresentative

SalesRepresentative

SalesRepresentative

SalesRepresentative

Sales ManagerSales Overview
http://images.google.co.in/imgres?imgurl=http://www.dynastytravel.com/SalesCycle_files/image001.gif&imgrefurl=http://www.dynastytravel.com/SalesCycle.php&h=425&w=580&sz=6&hl=en&start=30&tbnid=-Y2X41j0EEQl3M:&tbnh=98&tbnw=134&prev=/images%3Fq%3DSALES%2BCYCLE%26start%3D20%26gbv%3D2%26ndsp%3D20%26svnum%3D10%26hl%3Den%26sa%3DNhttp://images.google.co.in/imgres?imgurl=http://www.dynastytravel.com/SalesCycle_files/image001.gif&imgrefurl=http://www.dynastytravel.com/SalesCycle.php&h=425&w=580&sz=6&hl=en&start=30&tbnid=-Y2X41j0EEQl3M:&tbnh=98&tbnw=134&prev=/images%3Fq%3DSALES%2BCYCLE%26start%3D20%26gbv%3D2%26ndsp%3D20%26svnum%3D10%26hl%3Den%26sa%3DNhttp://images.google.co.in/imgres?imgurl=http://www.dynastytravel.com/SalesCycle_files/image001.gif&imgrefurl=http://www.dynastytravel.com/SalesCycle.php&h=425&w=580&sz=6&hl=en&start=30&tbnid=-Y2X41j0EEQl3M:&tbnh=98&tbnw=134&prev=/images%3Fq%3DSALES%2BCYCLE%26start%3D20%26gbv%3D2%26ndsp%3D20%26svnum%3D10%26hl%3Den%26sa%3DN



Sales Processes


With the opportunity Management you can manage the salesprocess. You do this using a Sales Methodology based on yourbest practices so as to empower you sales force.


mySAP CRM integrates all communication channels and supportsthe entire document flow form inquiry and quotation to order orcontract, including contract cancellations.

Contract Management

Contract Management allows users easily and automatically todevelop, revise and submits contracts tailored for each customer.This enables you to maintain long term customer relationship.




Sales Cycle in CRM

CRM Sales Overview

Activity Management

Contract Management

Visit Planning




Rebate Management




Sales CycleSales Cycle

OpportunityManagement

Agreement

Interaction CentreE Selling

Logistics Execution

Billing

Customer Service

Customer Retention

Generating andQualifying the lead

Mobile

Face to Face

Telephone



From Lead to Transaction

Lead

OpportunityWith or without use of Sales Methodology

Activity Quotation Order Contract

Marketing

Sales



Phases in the Opportunity

Phase-1IdentifySales

Possibility

Phase-2ResearchCustomerInformation

Phase-3First

Face to FaceContact

Phase-XClose theDeal

New Customer StaffSales and

Distribution Contract

Success Probability

10% 25% 60% 100%



Contents of Opportunity

SalesCycle

Classification AttachmentsProductsOrganizationManagement

Business Partners Forecasting



Sales Methodology - Elements

Sales Assistant

Opportunity Assessment

Buying Centre Project goals

Reporting Analysis

Competitor Analysis

Opportunity Plan

Opportunity



Sales Methodology - Sales Assistant

ExtendBusiness

Relationship

OrderCompletion

ReachAgreement

PresentSolution

ValueProposition

QualifyOpportunity

GenerateLead

SalesProcess Recommended

Activities

Contact decisionMaker

Identify customerUsage

Draw up proof ofProfitability

The salesassistantprovides salespersonnel witha checklist of

tasks andbusinessactivities to beperformed foreach phase ofthe opportunity



Sales MethodologyBuying Cente

Sales ManagerBusinessAnalyst

IT Director

Project Manager

Large Customers Small Customers

Retail Production

-High Influence-Support us

GoodRelationship

-Large Influence-doesnt know us

-High Influence-Impressed



Exchanging Opportunities with

Mobile Sales

CRM Mobile Sales CRM Enterprise R/3
http://images.google.co.in/imgres?imgurl=http://www.stitelnetworks.com/products/image/crm_04.jpg&imgrefurl=http://www.stitelnetworks.com/products/stitelnet_crm.php&h=354&w=345&sz=89&hl=en&start=7&tbnid=xvIEDzV_k3xn_M:&tbnh=121&tbnw=118&prev=/images%3Fq%3DCRM%2B%26gbv%3D2%26svnum%3D10%26hl%3Den%26sa%3DGhttp://images.google.co.in/imgres?imgurl=http://www.flashbios.org/catalog/images/laptop_complete.jpg&imgrefurl=http://www.flashbios.org/catalog/index.php%3FosCsid%3D84f0586a6fbdb864043be2f9b3e20094&h=572&w=611&sz=105&hl=en&start=1&tbnid=_smmgdjMRDfHsM:&tbnh=127&tbnw=136&prev=/images%3Fq%3DLaptop%26gbv%3D2%26svnum%3D10%26hl%3Den%26sa%3DG



OpportunitySystem Settings

Classifications StatusSales Cycle and Phases

Define Sales Cycle

Define Phases

Assign Phases to Sales Cycle

Opportunity Group

Priority

Origin

Status Profile

Status Reason



Document Flow : Example

Opportunity

Opportunity

ActivityActivity

Activity

Sales Order

Activity

Quotation

Lead
http://images.google.co.in/imgres?imgurl=http://www1.istockphoto.com/file_thumbview_approve/2013675/2/istockphoto_2013675_sales_quotation_and_calculator.jpg&imgrefurl=http://www.istockphoto.com/file_closeup/%3Fid%3D2013675%26refnum%3D1034691%26Lang%3Den&h=253&w=380&sz=23&hl=en&start=1&tbnid=vnPHN8KfVILuSM:&tbnh=82&tbnw=123&prev=/images%3Fq%3DSales%2BQuotation%26gbv%3D2%26ndsp%3D20%26svnum%3D10%26hl%3Den%26sa%3DNhttp://images.google.co.in/imgres?imgurl=http://www.truenorth360.com/img/CorpTraining/RCI-Sales-11-03-04-Team3.jpg&imgrefurl=http://www.truenorth360.com/G1/G1A-corp.html&h=289&w=400&sz=84&hl=en&start=47&tbnid=MdH12P2YqCOSsM:&tbnh=90&tbnw=124&prev=/images%3Fq%3Dsales%2Bscenarios%26start%3D40%26gbv%3D2%26ndsp%3D20%26svnum%3D10%26hl%3Den%26sa%3DNhttp://images.google.co.in/imgres?imgurl=http://www.directtraffic.org/Images/18022038/Online_sales_to_help_offset_high_street_losses_large.jpg&imgrefurl=http://www.directtraffic.org/OnlineNews/Online_sales_to_help_offset_high_street_losses_18022038.html&h=300&w=300&sz=28&hl=en&start=42&um=1&tbnid=S5WOOYFpeTQ-8M:&tbnh=116&tbnw=116&prev=/images%3Fq%3Dsales%26start%3D41%26ndsp%3D20%26svnum%3D10%26um%3D1%26hl%3Den%26sa%3DN



Copy Control -1

Lead

Opportunity

Quotation

Tele Sales

Returns

Complaints



Copy Control -2

Transaction Type:

Quotation( AGN)

Opportunity (OPPT)

Transaction Type:

Order( TA)

Quotation( AG)

Item CategoryQuotation( AGN)

Item CategoryOrder (TAN)

Item

Header


24/132




Sales Cycle in CRM

CRM Sales Overview


Contract Management

Visit Planning

Activity Management



Rebate Management



Types of Activity

Telephone call

Activity

Sales CallPrivate Appointment

E Mail

Task

BusinessActivity

Task
http://images.google.co.in/imgres?imgurl=http://www.velocity.biz/images/solutions_desktop%2520copy.jpg&imgrefurl=http://www.velocity.biz/solutions/solutions_overview.htm&h=398&w=355&sz=23&hl=en&start=51&tbnid=50bJkY_Q8iRQIM:&tbnh=124&tbnw=111&prev=/images%3Fq%3DSales%2BTask%26start%3D40%26gbv%3D2%26ndsp%3D20%26svnum%3D10%26hl%3Den%26sa%3DNhttp://images.google.co.in/imgres?imgurl=http://www.windowswebhosting.ca/images/email-symbol-canstock-0071012.jpg&imgrefurl=http://www.windowswebhosting.ca/email-only.shtml&h=300&w=300&sz=21&hl=en&start=9&um=1&tbnid=08VfDgp94odnMM:&tbnh=116&tbnw=116&prev=/images%3Fq%3Demail%26svnum%3D10%26um%3D1%26hl%3Den%26sa%3DGhttp://images.google.co.in/imgres?imgurl=http://www.windowsitpro.com/Files/04/26826/Figure_02.gif&imgrefurl=http://www.windowsitpro.com/MicrosoftExchangeOutlook/Article/ArticleID/26826/26826.html&h=483&w=575&sz=59&hl=en&start=2&tbnid=uMxY7J8d7UKRfM:&tbnh=113&tbnw=134&prev=/images%3Fq%3DPrivate%2Bappointment%26gbv%3D2%26svnum%3D10%26hl%3Den%26sa%3DG


27/132


Structure of Activities

Header

Tab pageOverview

AdditionalTab pages

Description of Transaction,Category.

Date and time, Partner Info.

Reason and Goal

General Information

Priority, Completion, Result.

Partners

Texts, Dates,Questionnaires

Organization , Address


28/132


Business Transaction Category

Activities

Business Activity Task

Business Partner Required

Assignment of responsible

Employee required

Always Public

Transaction Types Transaction Types

Telephone Call

Sales Call

Business Partner notrequired

Assignment of responsibleEmployee required

Public or Private

Private appointmentInternal Meeting

Opportunity


29/132


Follow-up Activities

Sales Call

Sales CallSales Call

Telephone call

Creating afollow-upActivity

Copying an Activity

c.control

Copy Control

You can copy an existing business transaction and use it asthe basis for a subsequent transaction


30/132


31/132


Template Maintenance for Journals

The activity journal templates are predefined forms with product-related and non-product related fields that can be filled or left blank.

Template Type

Template

Select additional fields

Assign Transaction types andCategories

Assign Territories

Define Validity period

Assign Template types

Assign Transaction types andCategories

Assign territories

Assign Target Groups

Proposal


32/132


Customizing Activity Journals

Activity Journals

Item Categories anddetermination

Determinationprocedures forlistings/Exclusion

Industry specificfields / Additionalfields

Display frequencyof Activity Journals


33/132


Integration of the Survey ToolIntegration of Surveys and Questionnaires

ActivityTransaction Type

Category

Status

Sales Organization

Dis.Channel

Division

Territory

Multiple Assignment
http://images.google.co.in/imgres?imgurl=https://decs.nhgl.med.navy.mil/SURVEY/survey.gif&imgrefurl=https://decs.nhgl.med.navy.mil/contactus.htm&h=540&w=720&sz=24&hl=en&start=2&tbnid=IoNmbx6h1ymOZM:&tbnh=105&tbnw=140&prev=/images%3Fq%3Dsurvey%26gbv%3D2%26svnum%3D10%26hl%3Den%26sa%3DGhttp://images.google.co.in/imgres?imgurl=https://decs.nhgl.med.navy.mil/SURVEY/survey.gif&imgrefurl=https://decs.nhgl.med.navy.mil/contactus.htm&h=540&w=720&sz=24&hl=en&start=2&tbnid=IoNmbx6h1ymOZM:&tbnh=105&tbnw=140&prev=/images%3Fq%3Dsurvey%26gbv%3D2%26svnum%3D10%26hl%3Den%26sa%3DGhttp://images.google.co.in/imgres?imgurl=https://decs.nhgl.med.navy.mil/SURVEY/survey.gif&imgrefurl=https://decs.nhgl.med.navy.mil/contactus.htm&h=540&w=720&sz=24&hl=en&start=2&tbnid=IoNmbx6h1ymOZM:&tbnh=105&tbnw=140&prev=/images%3Fq%3Dsurvey%26gbv%3D2%26svnum%3D10%26hl%3Den%26sa%3DG


34/132


Groupware Integration

You can integrate CRMActivity Management withgroupware applications,that is, Microsoft Outlook

and Lotus Notes, allowingyou to synchronizebusiness activities andtasks in your CRM calendarand your own groupware

calendar.Groupware integration withCRM Enterprise is server-based

CRM

Business Activities

and Tasks

Lotus Notes
http://images.google.co.in/imgres?imgurl=http://www.alanlepofsky.net/alepofsky/alanblog.nsf/dx/do-you-have-a-second-life/content/M2%3FOpenElement&imgrefurl=http://www.alanlepofsky.net/alepofsky/alanblog.nsf/dx/do-you-have-a-second-life&h=384&w=512&sz=52&hl=en&start=12&tbnid=1mA0LafJ6FWu0M:&tbnh=98&tbnw=131&prev=/images%3Fq%3DIBM%2BLotus%2BNotes%2BPictures%26gbv%3D2%26svnum%3D10%26hl%3Den%26sa%3DGhttp://images.google.co.in/imgres?imgurl=http://www.guidebookgallery.org/pics/splashes/outlookexpress/5.0-mac.png&imgrefurl=http://www.guidebookgallery.org/splashes/outlookexpress&h=264&w=424&sz=31&hl=en&start=2&tbnid=FPNHLH35zXvgXM:&tbnh=78&tbnw=126&prev=/images%3Fq%3DMicrosoft%2BOutlook%2BExpress%26gbv%3D2%26svnum%3D10%26hl%3Den%26sa%3DG


35/132


Opportunity ManagementSales Cycle in CRM

CRM Sales Overview

Activity Management

Contract Management

Visit Planning




Rebate Management


36/132


Quotation & Order Management

Create InquiryCreate Quotation

Create SalesOrder

Monitor Statusof Order

CreateDelivery andPGI

CreateInvoice

AnalyzeSalesProcesses


37/132


Inquiry Processing

Customer asks fordetailed informationabout specific goods, inparticular, prices.

An Inquiry is a salesTransaction with thespecial status INQUIRY atItem level.

You create an activity in

order to take up personalcontact with the businesspartner at a later date, ifnecessary

Inquiry

Customer : Bharat Singh

Status

Nokia Model 5 pc Inquiry

With FM option 5 pc Inquiry
http://images.google.co.in/imgres?imgurl=http://www.narsnet.com/images/Photos/MaleHeadset3.jpg&imgrefurl=http://www.narsnet.com/Employment/&h=206&w=228&sz=9&hl=en&start=28&tbnid=3fRdCtIYcIghbM:&tbnh=98&tbnw=108&prev=/images%3Fq%3Dmale%2Bbpo%26start%3D20%26gbv%3D2%26ndsp%3D20%26svnum%3D10%26hl%3Den%26sa%3DN


38/132


Quotation Processing

Quotation is legally bindingoffer to deliver specificproducts in a specific timeframe at a predefined price.

A Quotation is a salesTransaction with the specialstatus Quotation at Item level.

You can create the quotationwith reference to the inquiry.

A quotation can be copied orconverted in to a sales order.

Quotation

Sold to Party : Bharat Singh Status

Nokia Model -6610M 5pc Quotation

Nokia with FM - 1700M 5 pc Quotation
http://images.google.co.in/imgres?imgurl=http://www1.istockphoto.com/file_thumbview_approve/2013675/2/istockphoto_2013675_sales_quotation_and_calculator.jpg&imgrefurl=http://www.istockphoto.com/file_closeup/%3Fid%3D2013675%26refnum%3D1034691%26Lang%3Den&h=253&w=380&sz=23&hl=en&start=20&um=1&tbnid=vnPHN8KfVILuSM:&tbnh=82&tbnw=123&prev=/images%3Fq%3DQuotation%2Bin%2Bsales%26svnum%3D10%26um%3D1%26hl%3Den%26sa%3DN


39/132


Quotation Functions

Quotation

Validity

Actions

Availability

Check

AlternativeItem

Probability

Status
http://images.google.co.in/imgres?imgurl=http://www1.istockphoto.com/file_thumbview_approve/2013675/2/istockphoto_2013675_sales_quotation_and_calculator.jpg&imgrefurl=http://www.istockphoto.com/file_closeup/%3Fid%3D2013675%26refnum%3D1034691%26Lang%3Den&h=253&w=380&sz=23&hl=en&start=20&um=1&tbnid=vnPHN8KfVILuSM:&tbnh=82&tbnw=123&prev=/images%3Fq%3DQuotation%2Bin%2Bsales%26svnum%3D10%26um%3D1%26hl%3Den%26sa%3DN


40/132


Distribution of Quotations

Mobile Sales CRM Enterprise R/3

Quotation

Quotation
http://images.google.co.in/imgres?imgurl=http://www1.istockphoto.com/file_thumbview_approve/2013675/2/istockphoto_2013675_sales_quotation_and_calculator.jpg&imgrefurl=http://www.istockphoto.com/file_closeup/%3Fid%3D2013675%26refnum%3D1034691%26Lang%3Den&h=253&w=380&sz=23&hl=en&start=20&um=1&tbnid=vnPHN8KfVILuSM:&tbnh=82&tbnw=123&prev=/images%3Fq%3DQuotation%2Bin%2Bsales%26svnum%3D10%26um%3D1%26hl%3Den%26sa%3DNhttp://images.google.co.in/imgres?imgurl=http://www1.istockphoto.com/file_thumbview_approve/2013675/2/istockphoto_2013675_sales_quotation_and_calculator.jpg&imgrefurl=http://www.istockphoto.com/file_closeup/%3Fid%3D2013675%26refnum%3D1034691%26Lang%3Den&h=253&w=380&sz=23&hl=en&start=20&um=1&tbnid=vnPHN8KfVILuSM:&tbnh=82&tbnw=123&prev=/images%3Fq%3DQuotation%2Bin%2Bsales%26svnum%3D10%26um%3D1%26hl%3Den%26sa%3DNhttp://images.google.co.in/imgres?imgurl=http://www.stitelnetworks.com/products/image/crm_04.jpg&imgrefurl=http://www.stitelnetworks.com/products/stitelnet_crm.php&h=354&w=345&sz=89&hl=en&start=7&tbnid=xvIEDzV_k3xn_M:&tbnh=121&tbnw=118&prev=/images%3Fq%3DCRM%2B%26gbv%3D2%26svnum%3D10%26hl%3Den%26sa%3DGhttp://images.google.co.in/imgres?imgurl=http://www.bmobiletech.com/images/bmsalescollage.jpg&imgrefurl=http://www.bmobiletech.com/products/qb/&h=384&w=500&sz=68&hl=en&start=1&tbnid=iChjW-HvSRRAiM:&tbnh=100&tbnw=130&prev=/images%3Fq%3DMobile%2Bsales%26gbv%3D2%26svnum%3D10%26hl%3Den%26sa%3DG


41/132


Status Change: Quotation- OrderSales OrderCreate Follow up Transaction

Creation of separatetransactions for quotationand sales order.

Changing the Item status

Creation of singletransaction: Statusdescribes whether the Item

is an inquiry, quotation ororder item.

Quotation

Quotation Sales Order
http://images.google.co.in/imgres?imgurl=http://www.directtraffic.org/Images/18022038/Online_sales_to_help_offset_high_street_losses_large.jpg&imgrefurl=http://www.directtraffic.org/OnlineNews/Online_sales_to_help_offset_high_street_losses_18022038.html&h=300&w=300&sz=28&hl=en&start=42&um=1&tbnid=S5WOOYFpeTQ-8M:&tbnh=116&tbnw=116&prev=/images%3Fq%3Dsales%26start%3D41%26ndsp%3D20%26svnum%3D10%26um%3D1%26hl%3Den%26sa%3DNhttp://images.google.co.in/imgres?imgurl=http://www.directtraffic.org/Images/18022038/Online_sales_to_help_offset_high_street_losses_large.jpg&imgrefurl=http://www.directtraffic.org/OnlineNews/Online_sales_to_help_offset_high_street_losses_18022038.html&h=300&w=300&sz=28&hl=en&start=42&um=1&tbnid=S5WOOYFpeTQ-8M:&tbnh=116&tbnw=116&prev=/images%3Fq%3Dsales%26start%3D41%26ndsp%3D20%26svnum%3D10%26um%3D1%26hl%3Den%26sa%3DNhttp://images.google.co.in/imgres?imgurl=http://www1.istockphoto.com/file_thumbview_approve/2013675/2/istockphoto_2013675_sales_quotation_and_calculator.jpg&imgrefurl=http://www.istockphoto.com/file_closeup/%3Fid%3D2013675%26refnum%3D1034691%26Lang%3Den&h=253&w=380&sz=23&hl=en&start=20&um=1&tbnid=vnPHN8KfVILuSM:&tbnh=82&tbnw=123&prev=/images%3Fq%3DQuotation%2Bin%2Bsales%26svnum%3D10%26um%3D1%26hl%3Den%26sa%3DNhttp://images.google.co.in/imgres?imgurl=http://www1.istockphoto.com/file_thumbview_approve/2013675/2/istockphoto_2013675_sales_quotation_and_calculator.jpg&imgrefurl=http://www.istockphoto.com/file_closeup/%3Fid%3D2013675%26refnum%3D1034691%26Lang%3Den&h=253&w=380&sz=23&hl=en&start=20&um=1&tbnid=vnPHN8KfVILuSM:&tbnh=82&tbnw=123&prev=/images%3Fq%3DQuotation%2Bin%2Bsales%26svnum%3D10%26um%3D1%26hl%3Den%26sa%3DN


42/132


Source for Sales Order in CRM

Order

Internet Mobile

Handheld

R/3

CIC
http://images.google.co.in/imgres?imgurl=http://www.fgs.com.tr/images/callcenter_main.jpg&imgrefurl=http://www.fgs.com.tr/default.aspx%3FLang%3DENG&h=422&w=350&sz=23&hl=en&start=10&tbnid=q-PE4UmfmY-8EM:&tbnh=126&tbnw=105&prev=/images%3Fq%3Dcall%2Bcenter%26gbv%3D2%26svnum%3D10%26hl%3Den%26sa%3DGhttp://images.google.co.in/imgres?imgurl=http://www.e-quadnews.com/files/images/internetSales_30_.jpg&imgrefurl=http://www.e-quadnews.com/index.php/p/8/t/Articles&h=256&w=369&sz=39&hl=en&start=4&tbnid=3MpPkxbVeQr_hM:&tbnh=85&tbnw=122&prev=/images%3Fq%3Dinternet%2Bsales%26gbv%3D2%26svnum%3D10%26hl%3Den%26sa%3DGhttp://images.google.co.in/imgres?imgurl=http://www.flashbios.org/catalog/images/laptop_complete.jpg&imgrefurl=http://www.flashbios.org/catalog/index.php%3FosCsid%3D84f0586a6fbdb864043be2f9b3e20094&h=572&w=611&sz=105&hl=en&start=1&tbnid=_smmgdjMRDfHsM:&tbnh=127&tbnw=136&prev=/images%3Fq%3DLaptop%26gbv%3D2%26svnum%3D10%26hl%3Den%26sa%3DGhttp://images.google.co.in/imgres?imgurl=http://www.stitelnetworks.com/products/image/crm_04.jpg&imgrefurl=http://www.stitelnetworks.com/products/stitelnet_crm.php&h=354&w=345&sz=89&hl=en&start=7&tbnid=xvIEDzV_k3xn_M:&tbnh=121&tbnw=118&prev=/images%3Fq%3DCRM%2B%26gbv%3D2%26svnum%3D10%26hl%3Den%26sa%3DGhttp://images.google.co.in/imgres?imgurl=http://www.geekzone.co.nz/images/news/onebridgecrm.jpeg&imgrefurl=http://www.geekzone.co.nz/content.asp%3Fcontentid%3D2780&h=320&w=200&sz=14&hl=en&start=29&tbnid=A5OTAvEWmyn5rM:&tbnh=118&tbnw=74&prev=/images%3Fq%3DMobile%2Bsales%26start%3D20%26gbv%3D2%26ndsp%3D20%26svnum%3D10%26hl%3Den%26sa%3DN


43/132


Distribution of Sales Order

Sales Order Sales Order

R/3

Only sales orders that are complete and without errors, and that do nothave a distribution lock, are automatically transferred from CRMEnterprise to SAP R/3.
http://images.google.co.in/imgres?imgurl=http://www.flashbios.org/catalog/images/laptop_complete.jpg&imgrefurl=http://www.flashbios.org/catalog/index.php%3FosCsid%3D84f0586a6fbdb864043be2f9b3e20094&h=572&w=611&sz=105&hl=en&start=1&tbnid=_smmgdjMRDfHsM:&tbnh=127&tbnw=136&prev=/images%3Fq%3DLaptop%26gbv%3D2%26svnum%3D10%26hl%3Den%26sa%3DGhttp://images.google.co.in/imgres?imgurl=http://www.e-quadnews.com/files/images/internetSales_30_.jpg&imgrefurl=http://www.e-quadnews.com/index.php/p/8/t/Articles&h=256&w=369&sz=39&hl=en&start=4&tbnid=3MpPkxbVeQr_hM:&tbnh=85&tbnw=122&prev=/images%3Fq%3Dinternet%2Bsales%26gbv%3D2%26svnum%3D10%26hl%3Den%26sa%3DGhttp://images.google.co.in/imgres?imgurl=http://www.stitelnetworks.com/products/image/crm_04.jpg&imgrefurl=http://www.stitelnetworks.com/products/stitelnet_crm.php&h=354&w=345&sz=89&hl=en&start=7&tbnid=xvIEDzV_k3xn_M:&tbnh=121&tbnw=118&prev=/images%3Fq%3DCRM%2B%26gbv%3D2%26svnum%3D10%26hl%3Den%26sa%3DG


44/132


Distribution: Required customizing in CRM and R/3

CRMR/3

IMG

Transactions -BasicSettings

Transaction TypeItem Categories

Sales call -TA

IMG

Sales Documents

Sales Document type

Item Categories

Standard Order -TA


45/132


Sales Order Scenario: CRM-R/3

Sales Order

Status

SuccessfullyDistributed

CompletelyProcessed

CompletelyProcessed

CRM Billing

Sales Order

Delivery

Transport

Billing


46/132


Special Functions in Quotation andOrder Management

Product Determination

Product substitution

Partner/Product Range

Free Goods

Availability Check

Credit management

Structured Products Batch Processing


47/132


Product Determination

You Can determine and substitute products during salesdocument processing

Product determination

Alternative Product IDs Product Substitution

GTIN

Partner ProductNumber

OwnAttributes
http://images.google.co.in/imgres?imgurl=http://www.makezine.com/blog/laptop-crank.jpg&imgrefurl=http://www.makezine.com/blog/archive/2005/12/make_your_own_100_laptop.html&h=446&w=550&sz=45&hl=en&start=7&tbnid=0c5bytwCSwoeDM:&tbnh=108&tbnw=133&prev=/images%3Fq%3DLaptop%26gbv%3D2%26svnum%3D10%26hl%3Den%26sa%3DGhttp://images.google.co.in/imgres?imgurl=http://www.mobilewhack.com/images/toshiba_satellite_a105_s4284_laptop.jpg&imgrefurl=http://www.mobilewhack.com/reviews/toshiba_a105-s4284_laptop.html&h=300&w=300&sz=15&hl=en&start=4&tbnid=HHr7gf0QYll7sM:&tbnh=116&tbnw=116&prev=/images%3Fq%3DLaptop%26gbv%3D2%26svnum%3D10%26hl%3Den%26sa%3DG


48/132


Product Substitution

For Example:

Seasonal Promotions

Discontinued Products

If you enter a product manually the system can automaticallyreplace it with an alternative product
http://images.google.co.in/imgres?imgurl=http://i.dell.com/images/global/products/tv/TV_W3207C_size.jpg&imgrefurl=http://www.dell.com/content/products/productdetails.aspx/lcd_w3207c%3Fc%3Dus%26cs%3D19%26l%3Den%26s%3Ddhs&h=310&w=528&sz=63&hl=en&start=7&tbnid=Mg0TcOOxtnR3uM:&tbnh=78&tbnw=132&prev=/images%3Fq%3Dtv%26gbv%3D2%26svnum%3D10%26hl%3Den%26sa%3DGhttp://images.google.co.in/imgres?imgurl=http://www.echs.com/thanks/sports1.jpg&imgrefurl=http://www.echs.com/sports.html&h=1280&w=960&sz=152&hl=en&start=13&tbnid=EPzdD9Y414PPSM:&tbnh=150&tbnw=113&prev=/images%3Fq%3Dsports%26gbv%3D2%26svnum%3D10%26hl%3Denhttp://images.google.co.in/imgres?imgurl=http://www.sport.ed.ac.uk/services/sports_injuries_clinic/images/GREGOR%2520ACTION%25202.jpg&imgrefurl=http://www.sport.ed.ac.uk/services/sports_injuries_clinic/sports_injuries_main.shtml&h=1932&w=2704&sz=2832&hl=en&start=5&tbnid=zRW3X9SwYtXPLM:&tbnh=107&tbnw=150&prev=/images%3Fq%3Dsports%26gbv%3D2%26svnum%3D10%26hl%3Denhttp://images.google.co.in/imgres?imgurl=http://www.makezine.com/blog/laptop-crank.jpg&imgrefurl=http://www.makezine.com/blog/archive/2005/12/make_your_own_100_laptop.html&h=446&w=550&sz=45&hl=en&start=7&tbnid=0c5bytwCSwoeDM:&tbnh=108&tbnw=133&prev=/images%3Fq%3DLaptop%26gbv%3D2%26svnum%3D10%26hl%3Den%26sa%3DGhttp://images.google.co.in/imgres?imgurl=http://www.mobilewhack.com/images/toshiba_satellite_a105_s4284_laptop.jpg&imgrefurl=http://www.mobilewhack.com/reviews/toshiba_a105-s4284_laptop.html&h=300&w=300&sz=15&hl=en&start=4&tbnid=HHr7gf0QYll7sM:&tbnh=116&tbnw=116&prev=/images%3Fq%3DLaptop%26gbv%3D2%26svnum%3D10%26hl%3Den%26sa%3DG


49/132




Assignment ofBP

BP GroupHierarchy

Marketing

SegmentsRules

Assignment of

Products

Product category

Product Hierarchy

Rules

Assignmentof

ValidityPeriods


50/132


Free Goods

Inclusive Free GoodsExample: The customersorders 4 watches, But onlypays for 3.

Exclusive Free Goods

Example: The customersorders 4 mobile phones

and gets one ipod forfree.

+
http://images.google.co.in/imgres?imgurl=http://www.stuff.co.nz/images/295146.jpg&imgrefurl=http://www.stuff.co.nz/stuff/thepress/4056122a28.html&h=360&w=300&sz=25&hl=en&start=9&tbnid=DTbAQcGIY5hudM:&tbnh=121&tbnw=101&prev=/images%3Fq%3Dipods%26gbv%3D2%26svnum%3D10%26hl%3Den%26sa%3DXhttp://images.google.co.in/imgres?imgurl=http://www.stuff.co.nz/images/295146.jpg&imgrefurl=http://www.stuff.co.nz/stuff/thepress/4056122a28.html&h=360&w=300&sz=25&hl=en&start=9&tbnid=DTbAQcGIY5hudM:&tbnh=121&tbnw=101&prev=/images%3Fq%3Dipods%26gbv%3D2%26svnum%3D10%26hl%3Den%26sa%3DXhttp://images.google.co.in/imgres?imgurl=http://www.mrgadget.com.au/catalog/images/o2_XphoneII_mobile_phone_image.gif&imgrefurl=http://www.mrgadget.com.au/catalog/krusell-o2-xphone-imate-sp3i-leather-case-p-722.html&h=375&w=375&sz=25&hl=en&start=7&tbnid=H4Nuf1JmGXk54M:&tbnh=122&tbnw=122&prev=/images%3Fq%3DMobile%2BPhones%26gbv%3D2%26svnum%3D10%26hl%3Den%26sa%3DGhttp://images.google.co.in/imgres?imgurl=http://www.mrgadget.com.au/catalog/images/o2_XphoneII_mobile_phone_image.gif&imgrefurl=http://www.mrgadget.com.au/catalog/krusell-o2-xphone-imate-sp3i-leather-case-p-722.html&h=375&w=375&sz=25&hl=en&start=7&tbnid=H4Nuf1JmGXk54M:&tbnh=122&tbnw=122&prev=/images%3Fq%3DMobile%2BPhones%26gbv%3D2%26svnum%3D10%26hl%3Den%26sa%3DGhttp://images.google.co.in/imgres?imgurl=http://www.mrgadget.com.au/catalog/images/o2_XphoneII_mobile_phone_image.gif&imgrefurl=http://www.mrgadget.com.au/catalog/krusell-o2-xphone-imate-sp3i-leather-case-p-722.html&h=375&w=375&sz=25&hl=en&start=7&tbnid=H4Nuf1JmGXk54M:&tbnh=122&tbnw=122&prev=/images%3Fq%3DMobile%2BPhones%26gbv%3D2%26svnum%3D10%26hl%3Den%26sa%3DGhttp://images.google.co.in/imgres?imgurl=http://www.mrgadget.com.au/catalog/images/o2_XphoneII_mobile_phone_image.gif&imgrefurl=http://www.mrgadget.com.au/catalog/krusell-o2-xphone-imate-sp3i-leather-case-p-722.html&h=375&w=375&sz=25&hl=en&start=7&tbnid=H4Nuf1JmGXk54M:&tbnh=122&tbnw=122&prev=/images%3Fq%3DMobile%2BPhones%26gbv%3D2%26svnum%3D10%26hl%3Den%26sa%3DGhttp://images.google.co.in/imgres?imgurl=http://www.jcpenneyjewelry.com/res/img/cat_womens-watches_prim_img.jpg&imgrefurl=http://www.jcpenneyjewelry.com/c-10062.html&h=300&w=300&sz=12&hl=en&start=3&tbnid=XweEk0_zRS_SSM:&tbnh=116&tbnw=116&prev=/images%3Fq%3Dwatches%26gbv%3D2%26svnum%3D10%26hl%3Den%26sa%3DGhttp://images.google.co.in/imgres?imgurl=http://www.jcpenneyjewelry.com/res/img/cat_womens-watches_prim_img.jpg&imgrefurl=http://www.jcpenneyjewelry.com/c-10062.html&h=300&w=300&sz=12&hl=en&start=3&tbnid=XweEk0_zRS_SSM:&tbnh=116&tbnw=116&prev=/images%3Fq%3Dwatches%26gbv%3D2%26svnum%3D10%26hl%3Den%26sa%3DGhttp://images.google.co.in/imgres?imgurl=http://www.jcpenneyjewelry.com/res/img/cat_womens-watches_prim_img.jpg&imgrefurl=http://www.jcpenneyjewelry.com/c-10062.html&h=300&w=300&sz=12&hl=en&start=3&tbnid=XweEk0_zRS_SSM:&tbnh=116&tbnw=116&prev=/images%3Fq%3Dwatches%26gbv%3D2%26svnum%3D10%26hl%3Den%26sa%3DGhttp://images.google.co.in/imgres?imgurl=http://www.jcpenneyjewelry.com/res/img/cat_womens-watches_prim_img.jpg&imgrefurl=http://www.jcpenneyjewelry.com/c-10062.html&h=300&w=300&sz=12&hl=en&start=3&tbnid=XweEk0_zRS_SSM:&tbnh=116&tbnw=116&prev=/images%3Fq%3Dwatches%26gbv%3D2%26svnum%3D10%26hl%3Den%26sa%3DG


51/132


Availability Check : Process

SAP CRM SAP APO

SAP ERP

Sales Order

200pcs NT1120

20June

ATP Profile: 200

Requirements

100pcs 20 June

100pcs 25June

ATP Profile 200

Sales Order200pcs NT1120

100pcs 20 June100pcs June 25

MaterialsPlanning


52/132


Credit Management : ProcessSAP CRM SAP R/3

Sales order

Item 1

Item 2

Sales orderItem 1 okItem 2 ok


Credit Master Data

Customer 2992

Credit Limit: 10000$

Risk Cat: High Risk



OR OR

Work

flow

Delivery Delivery


53/132


Structured Products

You can enter a structuredproduct in a sales transaction.The system carries out a single

level explosion of thisproduct.

The system can carry outsingle-level explosion ofstructured products in abusiness transaction in CRMOnline.

Examples

Desk Top Computer - 1 PC

Consists of :

Laser Printer - 1pc

Cordless Mouse1 pc

LCD Monitor - 1pc

Complete Price- 3000USD
http://images.google.co.in/imgres?imgurl=http://www.onlinecrazydeals.com/Images/multifunction%2520printers.jpg&imgrefurl=http://www.onlinecrazydeals.com/%3FDocument%3DComputer%2BHardware%2Band%2BAccessories&h=300&w=250&sz=14&hl=en&start=10&tbnid=DnF1C-z6q0o_yM:&tbnh=116&tbnw=97&prev=/images%3Fq%3DPrinters%26gbv%3D2%26svnum%3D10%26hl%3Denhttp://images.google.co.in/imgres?imgurl=http://www.law.du.edu/library/images/imac.jpg&imgrefurl=http://www.law.du.edu/library/content.cfm%3Fpg%3Dcomputers&h=331&w=434&sz=27&hl=en&start=4&tbnid=0JELeWW7DsyznM:&tbnh=96&tbnw=126&prev=/images%3Fq%3DComputers%26gbv%3D2%26svnum%3D10%26hl%3Den%26sa%3DG


54/132


Batch Processing in Order Management

A batch is a sub set of a product

that has the same characteristicas the original product.

Example: Different ProductionLots ( Pharmaceuticalproducts) or quality grades of a

material.

In the sales document ,you canenter:

A Batch Number

OR

Batch Properties
http://images.google.co.in/imgres?imgurl=http://designer-entrepreneurs.com/blog/illustrations/richard_batch_processing.jpg&imgrefurl=http://www.fashion-incubator.com/mt/archives/how_to_manufacture_shoes.html&h=300&w=400&sz=37&hl=en&start=15&tbnid=EtrFoQI2Z2qxJM:&tbnh=93&tbnw=124&prev=/images%3Fq%3DBatch%2Bprocessing%26gbv%3D2%26ndsp%3D20%26svnum%3D10%26hl%3Den%26sa%3DN


55/132



Sales Cycle in CRM

CRM Sales Overview

Activity Management


Visit Planning

Contract Management



Rebate Management


56/132


Contract ManagementWinning

Opportunity

At the end dateof the Contract

Sales Representativecontacts Customer

for renewal

Customer agrees to

Continue the Contract

CustomerNegotiation

Creating ContractWith favorable

Conditions

Customer acceptscontract

Sales ManagerReleases Contract

Customer orders productAgainst Contract


57/132


Quantity and Value Contracts

It is an agreement that a customerwill buy certain valueof product

during a specified period.

Quantity Contract Value Contract

It is an agreement that a Customerwill buy a certainquantityof

product during a specified period.

Customer: ABC IncValid Up to: 01/05 to 06/07

Customer: ABC IncValid Up to: 01/05 to 06/07

Item ProductCategory

Target Value

10 Handheld 1000 pc-5 USD discount

Item

10

ProductCategoryHigh Tech

Target value

10,000 USD-10% discount


58/132

Partners Authorized to Release


59/132


Partners Authorized to Release

against a Contract

Sold to Party:CG Inc.AuthorizedSold to party:IBM Inc.HP Inc.

Sold to Party

AuthorizedSold to Party

Group Hierarchy


60/132


Information in Contracts

Conditions Groupings Products

Pricing AgreementsHeader Level: Discount -5%

Item Level: Price100$


61/132


Actions

To ensure an excellent customer relationship, you can define actionswith certain activities that takes place during contract term.

What?

Create Phone Call as follow-up activity

If?

If released value is < 90% of targetvalue

When?

One week before contract enddate

Actions

ScheduleCondition

StartCondition


62/132


Integration of Contracts betweenCRM and R/3

Data transferR/3 Contracts R/3 Contracts

R/3 CRM

Contracts have a long shelf life. For customers who wise to use CRM as theleading system for contract management, it is possible to downloadSAP R/3 contracts to CRM system.


63/132



Sales Cycle in CRM

CRM Sales Overview

Activity Management


Visit Planning



Contract Management

Rebate Management

Wh T it M t ?


64/132


Why Territory Management ?

TerritoryManagement

Reflects themarket view ofan organization

Who has the

highestrevenue?

Who is responsiblefor a particularTerritory ?

Which BPbelongs to aparticularTerritory?

Which productscan be offered in aparticularTerritory?


65/132


Territory Management in Sales

TerritoryHierarchy Planning

TerritoryMaintenance

Territory DeterminationIn Business Transaction

Sales analysisby Territory


66/132


Territory Structures

Beverage n Food Company

Bottles

Soft Drinks

Cans

Jay

Prasad

HierarchyLevels

Using Hierarchy levels like Business Units, Product lines, or regions

you can defineStructure of the hierarchy according to your sales market requirements.

All i l h i


67/132


Allocating employees to the territory

Org. Unit

Sales Office

Position

Sales US West Sales US East

Sales Manager

Carson City Denver

Jane Miller

Rob Williams

San Diego

Sales Representative

Employee

Beverage n Food Company


68/132



Sales Cycle in CRM

CRM Sales Overview

Activity Management


Visit Planning



Contract Management

Rebate Management


69/132


Account Planning in CRMDefinitionAn account plan is a specification ofproduct revenue or volume to be sold in afuture period to a particular account(customer).

An account plan is embedded in the CRMAccount Planner application but is basedon SAP Net Weaver Business Intelligence(BI) functions. It contains key figuresfrom a BI InfoCube that are relevant toplanning, such as the previous year's

sales figures, and promoted and non-promoted sales for this year.
http://images.google.co.in/imgres?imgurl=http://www.planningblog.com/uploaded_images/booksedit-752992.jpg&imgrefurl=http://www.planningblog.com/2005_08_01_archive.html&h=289&w=400&sz=39&hl=en&start=5&tbnid=EhgV3t4P3cUHDM:&tbnh=90&tbnw=124&prev=/images%3Fq%3DAccount%2BPlanning%26gbv%3D2%26svnum%3D10%26hl%3Den%26sa%3DG


70/132


71/132


Status Management in Account

PlanningAn account plan is not a static object. It has its own life cycle

that begins with its creation and ends with its closure orcancellation. During this time, the account plan is changed by

different business transactions

The current status of an account plan determines whichbusiness transactions can be executed for the account plan.The current status of an account plan is defined by status

management. Statuses can be set by the system or by a user.


72/132

A t P i i CRM


73/132


Account Processing in CRM

Sales Order

Sold to Party : Philips Electronics

Ship to Party : Philips Storage

Bill to Party : Philips Electronics

Payer- Philips EnterprisesEmployee Responsible : Madhu

BusinessPartner Masterdata for PhilipsElectronics

Org Data for yourcompany

The Systemlooks in ORGdata for yourcompany.Find Madhuand entershim in the

sales order

Systemlooks inPhilipsElectronics masterdata.

CRM S l O i


74/132



Sales Cycle in CRM

CRM Sales Overview

Activity Management


Account and Contact management.


Visit Planning

Contract Management

Rebate Management

Vi it Pl i B i i


75/132


Visit Planning- Business scenario

Create and

Maintain a visitPlan

1

ActivityScheduling andCalendar

2

3

45

ActivityJournals

Display routefor the plannedvisit

Self surveys asBusinessActivity

ActivityManagement

Assists the planningand execution of salesprocess

Vi it Pl I f ti


76/132


Visit Plan Information

Visit Planning

Planning Trans.Type/Category

Person Responsible

Territory Hierarchy

Business Partner

Status

Business Hours

Vi it Pl i A ti it S h d li


77/132


Visit PlanningActivity Scheduling

Visit Planning

Activity Scheduling

Calendar Entry

Schedule Activities:Capture Planning Data

Select Business Partner

Checking visit times

defined in BusinessPartner.

Vi it Pl i C l d E t


78/132


Visit PlanningCalendar Entry

Visit Planning

Activity Scheduling

Calendar Entry

In the Calendar,Activity proposalscan be accepted,rejected and ifnecessarypostponed

CRM S l O i


79/132



Sales Cycle in CRM

CRM Sales Overview

Activity Management


Account and Contact management.


Rebate Management

Contract Management

Visit Planning

R b t M t O i


80/132


Rebate Management -Overview

Create RebateAgreement

Cumulate salesvolume and Post

Accruals

Release rebateagreement for finalsettlement

Settle rebateagreement andresolve accruals

You define the details of the rebate inthe rebate agreement

The system cumulates the sales andpost accruals, if a billing document is

transferred to accounting

The rebate agreement is released forfinal settlement

Settlement is trigged via the due list. Thesystem calculate the rebate, generate a creditmemo request and resolves the accruals.

R b t A t


81/132


Rebate Agreement

A Rebate Agreementis a contract that defines a retroactively granteddiscount on the basis of specified goals

Rebate Recipient : CG AGValidity : 06/07 to 06/09

Rebate Conditions

Item

10 Rebate Material

Products:

Mobile Phones

from 100 pcs10%

CRM Sales Overview
http://images.google.co.in/imgres?imgurl=http://www.mrgadget.com.au/catalog/images/o2_XphoneII_mobile_phone_image.gif&imgrefurl=http://www.mrgadget.com.au/catalog/mobile-phones-phones-c-26_64.html%3FosCsid%3D.&h=375&w=375&sz=25&hl=en&start=4&tbnid=H4Nuf1JmGXk54M:&tbnh=122&tbnw=122&prev=/images%3Fq%3DMobile%2Bphones%26gbv%3D2%26svnum%3D10%26hl%3Den%26sa%3DG


82/132


1 Prepare Me

2 Tell Me

3 Show Me

4 Let Me

CRM Sales Overview

Help Me5

Transaction type & Item Category


83/132


Transaction type & Item Category

Menu Path: IMG Customer RelationshipManagement Transactions BasicSettings Define Transaction Types.

IMG Customer Relationship ManagementTransactions Basic Settings Define

Item Category, Define Item category usages,Define Item category Group, Define Item

Category Determination.

Define Transaction Type


84/132


Define Transaction Type

DefineTransaction Typeand Description

Assignment of Bus.Tra.Category & Customizing at


85/132


g g y gHeaderLevel

BusinessTransactionCategory

HeaderLevel

Define Item Category


86/132


Define Item Category

Define ItemCategory

Assign Business Transaction Category


87/132


Assign Business Transaction Category

BusinessTransactionCategory

Customizing at Item Level


88/132


Customizing at ItemLevel

Item Level

Item Category Determination


89/132




Transaction type+Itemctygroup+ ItemCty Usage+Higher level Item

Define Copying control for


90/132


py gTransaction Type.

Enter a sourcetransaction type anda target transaction

type

Activities- Maintain Categories


91/132


Activities- Maintain Categories

MaintainCategories

ActivityAssign Categories to


92/132


y g gTransaction Type

Assign Categories toTransaction Type

Opportunity Define sales cycle


93/132


Opportunity-Define sales cycle

SalesCycleDetails

Opportunity Define phases


94/132


Opportunity-Define phases

PhaseDetails



95/132



Opportunity : Survey Suite


96/132


Opportunity : Survey Suite

Questionnaire forOpportunity

Opportunity : Survey Builder


97/132


Opportunity : Survey Builder

Partner Product Range


98/132


Partner Product Range

Menu Path: IMG Customer RelationshipManagement Master Data Partner / ProductRange Basic Settings Define general settingsfor Partner/ Product Range.

IMG Customer Relationship ManagementMaster Data Partner / Product Range BasicSettings Define Partner /Product Range Types.

IMG Customer Relationship ManagementMaster Data Partner / Product Range Rules

General settings for PPR


99/132


General settings for PPR

PPR Type

Assignment forTransactionTypes

Partner Product Range Types


100/132


Partner Product Range Types

PPR Types

Partner Product Range : Rule


101/132


Partner Product Range: Rule

PPR Rule

Product Rule

BP RuleValidity PeriodRule

Actions


102/132


Actions Menu Path: IMG Customer Relationship

Management Basic Functions Actions Actionsin Transactions.

IMG Customer Relationship Management Basic

Functions

Actions

Actions in TransactionsDefine Action Profiles and Actions & DefineConditions.

IMG Customer Relationship Management Basic

Functions Actions Actions in TransactionsAssign Action profile to the Transaction Type andItem Category.

Actions in Sales Transaction


103/132


Actions in Sales Transaction

Define

Action &ActionProfile


104/132

Assign Action Profile to Transaction


105/132


gType

Assign

Action

Profile

Free Goods


106/132


Free Goods

Menu Path: IMG Customer RelationshipManagement Basic Functions FreeGoods Set Up Free Goods Create FreeGoods Determination Procedure.

IMG Customer Relationship ManagementBasic Functions Free Goods Set Up

Free Goods Assign Free Goods

Determination Procedure.

Create Free Goods Determination


107/132


Procedure

Free

Goods

Control

Data

Assign Free Goods Determination


108/132


Assign Free Goods DeterminationProcedure

Assign with ORG ,Dist. channel ,

Division .



109/132



Menu Path: IMG CustomerRelationship Management BasicFunctions Product Substitution

Set Up Product SubstitutionCondition Tables Condition TypesDefine determination Procedure.

Product Substitution Procedure


110/132


Product Substitution Procedure

Elements

Credit Management


111/132


Credit Management

IMG Customer RelationshipManagement Basic FunctionsCredit Management Assign Credit

Group to Item Category. IMG Customer Relationship

Management Basic Functions

Credit Management Activate Creditcheck in Transactions.

Assign Credit group to Item Category


112/132


g g p g y

Credit

Group

Activate Credit check in


113/132


Transaction Type

Credit

Check

Availability Check


114/132


Availability Check

IMG Customer RelationshipManagement Transactions Basic

Settings Define Item Categories,Assignment of Business TransactionCategories, Customizing Item.

Availability Check Using APO


115/132


Availability Check Using APO

UsingAPO

Availability Check Using ECC


116/132


a ab ty C ec Us g CC

UsingECC

Assign Date Profile


117/132


g

Menu Path: IMG Customer RelationshipManagement Transactions BasicSettings Define Transaction TypesSelect Transaction and view.

IMG Customer Relationship ManagementTransactions Basic Settings Define

Item Category.

Assign Date Profile to Transaction Type


118/132


DateProfile

Assign Date Profile to Item Category


119/132


DateProfile

Account Planning- Planning Periods


120/132


PlanningPeriods

Account Planning- Key figure planning


121/132


Planning

Profile

Groups

Account Planning- Assign Conditionti T


122/132


generation Type

Conditiongeneration Type

Account PlanningMenu Path


123/132


CRM SALES Overview


124/132


1 Prepare Me

2 Tell Me

3 Show Me

4 Let Me

Help Me5

Transactions


125/132


Define Transaction types Opportunity,Quotation, etc

Assign Business transaction categoriesand at Header level.

Define Item category , Item categoryusage and Item category group.

Define Item category Determination.

Assign Business transaction categoriesand at Item Level.

Opportunity


126/132


pp y

Define sales cycle and phases Define opportunity group, priority and

origin.

Define Questionnaire

Define determination for Questionnaires.

Assign Questionnaire to Transaction type.

Maintain statusreason and status profilefor opportunities.

Activities


127/132


Maintain Categories, Goals and Priorities. Define Activity Reasons.

Define Catalogs, codes, code groups.

Define Subject profile.

Assign Status and Subject profile for each

Transaction Type.

Define default values for Visit plans and

Activity scheduling.

P M

CRM Sales Overview


128/132


1 Prepare Me

2 Tell Me

3 Show Me

4 Let Me

Help Me5

Opportunity


129/132


y

Menu Path: IMGCustomer RelationshipManagementTransactionsSettings

for OpportunitiesDefine Sales cycle

and phases. IMGCustomer Relationship

ManagementTransactionsSettings

for Opportunities

Sales Methodology

Assign Questionnaire to Transaction Type.

Activities


130/132



for ActivitiesMaintain Categories , goals

and Priorities. IMGCustomer Relationship

ManagementTransactionsSettings

for Activities

Define Activity Reasons

Define code group profile.

Copying Control


131/132


Menu Path: IMGCustomer RelationshipManagementTransactionsBasic

SettingsCopying control for Business

TransactionDefine copying control forTransaction Types, Define copying control

for Item Categories, Define Item category

Determination when copying.

Sales Methodology


132/132


for OpportunitiesSales Methodology

Questionnaire for OpportunitiesDefinequestionnaireDefine Determination for

Questionnaires Define Determination

Criteria for QuestionnairesAssign

Questionnaire to Transaction Type.