c30 lead managhnement

8/9/2019 C30 Lead Managhnement

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CRM 2007

September 2008

English

Lead Management (C30)

SAP AGDietmar-Hopp-Allee 1!1!0 "all#or$ German%

&'siness Pro(ess Do('mentation



SAP Best Practices )ea# Management *C+0, &PD

Copyright

. Cop%right 2008 SAP AG/ All rights resere#/

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Ma3D& is a tra#emar5 o$ M%S) A&6 Se#en/

SAP6 R:+6 m%SAP6 m%SAP/(om6 3Apps6 3App6 SAP et"eaer6 D'et6 PartnerE#ge6 an# other SAP pro#'(tsan# seri(es mentione# herein as ell as their respe(tie logos are tra#emar5s or registere# tra#emar5s o$SAP AG in German% an# in seeral other (o'ntries all oer the orl#/ All other pro#'(t an# seri(e namesmentione# are the tra#emar5s o$ their respe(tie (ompanies/ Data (ontaine# in this #o('ment seresin$ormational p'rposes onl%/ ational pro#'(t spe(i$i(ations ma% ar%/

4hese materials are s'be(t to (hange itho't noti(e/ 4hese materials are proi#e# b% SAP AG an# itsa$$iliate# (ompanies *FSAP Gro'pF, $or in$ormational p'rposes onl%6 itho't representation or arrant% o$an% 5in#6 an# SAP Gro'p shall not be liable $or errors or omissions ith respe(t to the materials/ 4he onl%arranties $or SAP Gro'p pro#'(ts an# seri(es are those that are set $orth in the e3press arrant%statements a((ompan%ing s'(h pro#'(ts an# seri(es6 i$ an%/ othing herein sho'l# be (onstr'e# as(onstit'ting an a##itional arrant%/

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Icons

Icon Meaning

Ca'tion

E3ample

ote

Re(ommen#ation

S%nta3

Typographic Conventions

Type Style Description

Example text "or#s or (hara(ters that appear on the s(reen/ 4hese in(l'#e $iel#names6 s(reen titles6 p'shb'ttons as ell as men' names6 paths an#options/

Cross-re$eren(es to other #o('mentation/

Example text Emphasi>e# or#s or phrases in bo#% te3t6 titles o$ graphi(s an# tables/

E<AMP)E 4E<4 ames o$ elements in the s%stem/ 4hese in(l'#e report names6program names6 transa(tion (o#es6 table names6 an# in#ii#'al 5e%or#s o$ a programming lang'age6 hen s'rro'n#e# b% bo#% te3t6 $ore3ample6 SE)EC4 an# C)9DE/

Example text S(reen o'tp't/ 4his in(l'#es $ile an# #ire(tor% names an# their paths6messages6 so'r(e (o#e6 names o$ ariables an# parameters as ell asnames o$ installation6 'pgra#e an# #atabase tools/

EXAMPLE TEXT e%s on the 5e%boar#6 $or e3ample6 $'n(tion 5e%s *s'(h as F2, or theENTER 5e%/

Example text E3a(t 'ser entr%/ 4hese are or#s or (hara(ters that %o' enter in thes%stem e3a(tl% as the% appear in the #o('mentation/

<Example text> ;ariable 'ser entr%/ Pointe# bra(5ets in#i(ate that %o' repla(e theseor#s an# (hara(ters ith appropriate entries/

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Contents

1 P'rpose///////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////?

2 Prere'isites///////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////?

2/1 Master Data an# rgani>ational Data//////////////////////////////////////////////////////////////////////////////?

2/2 Pre(e#ing Pro(ess///////////////////////////////////////////////////////////////////////////////////////////////////////////?

2/+ Roles////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////

2/= Preliminar% Steps/////////////////////////////////////////////////////////////////////////////////////////////////////////////

2/=/1 )og on to CRM "ebClient 9////////////////////////////////////////////////////////////////////////////////////

+ Pro(ess erie 4able//////////////////////////////////////////////////////////////////////////////////////////////////////////7

= Pro(ess Steps///////////////////////////////////////////////////////////////////////////////////////////////////////////////////////// 8

=/1 Create 4arget Gro'p $or )ea# Generation////////////////////////////////////////////////////////////////////////8=/2 Create )ea#s//////////////////////////////////////////////////////////////////////////////////////////////////////////////////// !

=/2/1 Create )ea#s $or 4arget Gro'p////////////////////////////////////////////////////////////////////////////////10

=/2/2 Create )ea#s Man'all%///////////////////////////////////////////////////////////////////////////////////////////11

=/+ 'ali$% )ea#s/////////////////////////////////////////////////////////////////////////////////////////////////////////////////12

=/= R'le-&ase# )ea# Distrib'tion *ptional,////////////////////////////////////////////////////////////////////////1=

=/? 4rans$er )ea#s to Sales *Create pport'nit%,////////////////////////////////////////////////////////////////1?

? @ollo-9p Pro(ess////////////////////////////////////////////////////////////////////////////////////////////////////////////////1

Reporting///////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////////17

/1 SAP CRM ntera(tie Reporting/////////////////////////////////////////////////////////////////////////////////////17

/2 & Reporting///////////////////////////////////////////////////////////////////////////////////////////////////////////////////17

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Lead Management

1 Prpose4he p'rpose o$ this #o('ment is to #es(ribe the (reation6 'ali$i(ation6 an# $'rther pro(essing

o$ lea#s that arise $rom inbo'n# an# o'tbo'n# a(tiities/

! Prere"isites

!#1 Master Data and $rgani%ational Data

Essential master an# organi>ational #ata ere both (reate# in an#:or repli(ate# to %o'r CRMs%stem #'ring the implementation phase6 s'(h as the #ata that re$le(ts the organi>ationalstr'(t're o$ %o'r (ompan% an# master #ata that s'its its operational $o('s6 $or e3ample6master #ata $or materials an# ('stomers/

9se %o'r on master #ata *or the $olloing &aseline Pa(5age s(enario #ata liste# belo i$%o' hae installe# an SAP &est Pra(ti(es &aseline Pa(5age, to go thro'gh the b'sinesspro(ess pro(e#'re

Master & org# data 'ale Master & org#data details

Comments

Prospe(t 1 *('stomer, 10000! *C'stomer Domesti( 0!,

Prospe(t 2 *('stomer, 100001 *C'stomer Domesti( 01,

Prospe(t + *('stomer, 100002 *C'stomer Domesti( 02,

Conta(t Person @ran5 &a'er

Pro#'(t H11 *4ra#ing Goo#///,

Emplo%ee Responsible 10=00 *Ri(har# )ion,

Sales Representatie 10010 *Mi(hael C'rtis,

!#! Preceding Process

4he s(enario #es(ribe# in this Business Process Documentation is part o$ a bigger (hain o$integrate# s(enarios/ So6 as an option6 %o' ma% $irst hae (omplete# the $olloing b'sinesspro(esses an# (on#itions be$ore %o' start an% a(tiities in this s(enario

siness condition Scenario

A n'mber o$ lea#s that might hae been (reate#a'tomati(all% $rom a (ampaign e3e('tion *sees(enario C39 - Lean Campaign Management , (anno be 'ali$ie#/4his s(enario o'l# then start ith pro(ess stepQualify Leads.

Lean Campaign Management C39!




!#3 oles

*se

4he $olloing roles m'st hae been (reate# to test this s(enario 'sing the SAP CRM"ebClient 9/ 4he roles in this &'siness Pro(ess Do('mentation nee# to be assigne# to thes%stem 'ser*s, testing this s(enario/

)og on to the CRM "ebClient 9 ith the $olloing 'sers

siness ole s# ole ID System *ser +mployee Pass,ord

&P Mar5eting Emplo%ee &PIM4IEMP) M4IEMP) Ri(har# )ion el(ome

&P Sales Emplo%ee &PIS)SIEMP) SA)ESIEMP) Mi(hael C'rtis el(ome

&P Mar5eting Manager &PIM4IMA M4IMA Melanie Ri(har# el(ome

!#- Preliminary Steps

!#-#1 Log on to CM .e/Client *I

*se

4he p'rpose o$ this a(tiit% is to #es(ribe ho the mar5eting emplo%ee gets a((ess to theSAP CRM "ebClient 9/ 4here are to options A((ess $rom SAPG9 or ia 9R)/

Prere"isites

4he appropriate SAP CRM "ebClient role $or the mar5eting emplo%ee has been assigne# tothe mar5eting emplo%ee 'ser *M"#$EMPL, in the CRM s%stem/

Procedre

1/ Close all open broser in#os/

2/ A((ess the SAP CRM "ebClient 9

$ption 1 ccess 2rom SP *I

1/ )og on to the CRM s%stem ith the 'ser $or the &P Mar5eting Emplo%ee/

2/ @rom the SAP men'6 (hoose %a&orites/ @rom the (onte3t men'6 (hoose 'dd (t)er(*+ects/

+/ Sele(t 9R) t%pe B,P 'pplication/

=/ Enter the $olloing #ata

4ield name *ser action and vales

&SP Appli(at/ CRMI9I@RAME

Des(ription CRM "ebClient 9

Start Page #e$a'lt/htm

?/ Choose CM e*Client /0 $rom the @aorites/

/ n the #ialog bo3 Connect to 1)ostser&er2 enter the $olloing #ata an# (hoose ("

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9ser name M4IEMP)

Passor# el(ome

$ption ! ccess via *L

4he CRM "ebClient 9 (an also be a((esse# 'sing a 9ni$orm Reso'r(e )o(ator *9R),/ 4he9R) o$ the CRM "ebClient 9 has the $olloing str'(t're *#e$a'lt (on$ig'ration,

http::JHost ameK/JDomain ameK/JE3tensionKJPort 'mberK:sap:b(:bsp:sap:(rmI'iI$rame:#e$a'lt/htm

@or e3amplehttp://vmw1234.wdf.sap.corp:50010/sap/bc/bsp/sap/crm_i_frame/defa!t.htm

Host ame6 Domain ame an# E3tension (an be #erie# $rom the message serer o$ the

'n#erl%ing CRM s%stem/4he port (an be #etermine# as $ollos

1/ Call transa(tion SMCM/

2/ Choose oto ,er&ices/

+/ @rom the 'cti&e ,er&ices list (hoose the port $or the H44P seri(e/

eslt

Lo' hae entere# the SAP CRM "ebClient 'ser inter$a(e as &P Mar5eting Emplo%ee ith'ser M"#$EMPL/

3 Process $vervie, Ta/le

Process step siness condition siness role +5pected reslts

Create Target rop2or Lead eneration

Attrib'te list ithattrib'tes

Mar5eting Emplo%ee 4arget gro'p

Create Leads 2orTarget rop

4arget gro'p Mar5eting Emplo%ee )ea#s $or pre#e$ine# targetgro'p members

Create Leads

Manally

Mar5eting Emplo%ee )ea#s

6ali2y Leads )ea# Mar5eting Emplo%ee 'estionnaire leel

Distri/te Leads )ea# Mar5eting Emplo%ee )ea# #istrib'te#

Trans2er Leads toSales (Create$pportnity)

)ea# an# appropriateor5$lo

Sales Emplo%ee pport'nit%

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- Process Steps

-#1 Create Target rop 2or Lead eneration

*se

A target gro'p is (reate# b% 'sing mar5eting attrib'tes that are maintaine# $or the b'sinesspartners/ 4his target gro'p ill be the basis $or the s'bse'ent lea# generation pro(ess/

Procedre

1/ )og on to the CRM "ebClient as mar5eting emplo%ee/

2/ A((ess the $olloing a(tiit% $rom the naigation bar

SP CM .e/Client men Mar4eting → Create5 ,egment

+/ n the Profile ,et5 6e7 s(reen enter the $olloing #ata an# (hoose ,a&e


eneral Data

Pro$ile Set C'stomers $or )ea# Creation

9sage Campaign

De#'pli(ation Metho# o De#'pli(ation:9n#o De#'pli(ation

Lo' nee# to sae the pro$ile set be$ore %o' (an open the Graphi(al Mo#eler/

=/ @rom the toolbar6 (hoose rap)ical Modeler to open the Segment &'il#er 4ool/Cli(5 on the empt% s(reen to a(tiate the segment b'il#er i$ ne(essar%/

?/ n the 'ttri*ute Lists tab page 'se the inp't help to sele(t the attrib'te listBP$C/,#$CL',,.

/ @irst o$ all6 sele(t the attrib'te al'e 8es *$rom the attrib'te Clu* mem*er , an# p't it ontothe staging area *s(reen area on the aboe right han# si#e, ia #rag an# #rop/

7/ A se(on# attrib'te al'e6 #rade fair *$rom the attrib'te 'ttended E&ents,6 (an be pla(e# ontop o$ the $irst one also ia #rag an# #rop/4he moment the attrib'tes oerlap6 sele(t option "eep *$rom the #ispla%e# options "eep

emo&e an# ,plit ,/

8/ ptionaln a##ition6 %o' (an (ombine the e3isting mar5eting attrib'tes ith6 $or e3ample6 a##ress#ata attrib'tes li5e City Postal Code *here (hoose6 $or e3ample6 attrib'te al'e :;;;; <:9999, or Country "ey *here (hoose6 $or e3ample6 attrib'te al'e DE , the same a%/ 4o#o this6 sele(t the attrib'te list BP$C/,#$'DDE,,/

!/ Right mo'se-(li(5 on the ne pro$ile i(on in the staging area an# (hoose Properties $romthe #rop#on list/

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n the Description $iel# %o' (an (hange the #es(ription o$ the pro$ile *$or e3ampleCustomers for Lead eneration,/ Ma5e s're that the pro$ile 'sage is Campaign/

10/ Choose (" to (on$irm/

11/ Sae the ne pro$ile/

12/ o %o' are able to (reate the target gro'p $or %o'r pro$ile/

Right mo'se-(li(5 on the i(on in the staging area/ @rom the #rop#on men'6 (hoose

Build #arget roup → 0n Dialog /

1+/ ptionaln or#er to assign ne b'siness partners ho $'l$ill the sele(tion (riteria to %o'r targetgro'p a'tomati(all% %o' nee# to #e$ine a ba(5gro'n# ob

• Right mo'se-(li(5 in the staging area an# (hoose Build #arget roup 0n

Bac4ground $rom the #rop#on men'.

• Enter al'es $or the $iel# ,tart#ime an# i$ %o' (hoose to start at a later time $or ,tart

Date/• Choose Execute =o* Periodically /

• n the $iel# Period #e$ine ho o$ten the target gro'p sele(tion has to be e3e('te#/

• Choose ,c)edule =o* *@8,/

1=/ Lo'r target gro'p is no (reate# an# the n'mber o$ b'siness partners (ontaine# in thetarget gro'p ill be #ispla%e# a'tomati(all% in the staging area/Choose ,a&e/

1?/ $ %o' ant to #ispla% the #etails an# all b'siness partners liste# as members o$ the target

gro'p6 (hoose Bac4 /

1/ n the #arget roups s(reen area6 (hoose %o'r ne target gro'p/ All target gro'p #etails an# a list o$ all b'siness partners that $'l$ill %o'r sele(tion (riteria is#ispla%e#/;ia 0nsert an# Delete %o' (an a#apt the target gro'p member list man'all%/

17/ ptional$ %o' ant to (he(5 the (re#it in$ormation $or an assigne# b'siness partner6 sele(t thename o$ the appropriate one/@rom the or5 area toolbar (hoose More %act ,)eet to open the b'siness partners

@a(t Sheet/ n the Credit 0nformation assignment blo(5 %o' (an (he(5 the ('rrent (re#itlimit as ell as the al'e o$ open sales items/*@or #etails (on(erning the $a(t sheet (on$ig'ration see the (on$ig'ration g'i#e o$ b'il#ingblo(5 B;> < Cross-#opic %unctions/,

18/ Sae %o'r entries/

eslt

o %o' hae s'((ess$'ll% (reate# %o'r target gro'p (ontaining all b'siness partners that arereleant $or the lea# generation/

-#! Create Leads

*se

A lea# (an be (reate# man'all% an# a'tomati(all%/n this s(enario %o' (an (reate lea#s in to a%s

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• *1, 9sing a target gro'p generate# b% E3ternal )ist Management

• *2, Man'all%6 naigating #ire(tl% in the CRM s%stem/

$ %o' ant to mo#i$% the e#iting s(reen in$ormation *b% a##ing or hi#ing aailablein$ormation : assignment blo(5s, hen6 $or e3ample6 maintaining lea# #ata6

(hoose b'tton Personali?e an# moe the #ispla%e# in$ormation blo(5sa((or#ing to %o'r nee#s/

-#!#1 Create Leads 2or Target rop

*se

)ea#s $or all b'siness partners (ontaine# in the ne target gro'p BP$#$ELM hae to begenerate#/

Lo' (an s5ip this step i$ the lea# generation e3(l'siel% ta5es pla(e man'all% as #es(ribe# in

the $olloing (hapter/

Procedre

1/ n or#er to #ispla% the ne target gro'p an# pro$ile set ith their ne members (hoosethe $olloing naigation option

SP CM .e/Client men Mar4eting → ,earc)5 ,egments

2/ Choose ,earc) to get a list o$ all pro$ile sets an# target gro'ps an# sele(t the ne targetgro'p Customers for Lead eneration/

+/ n the #arget roup 1name2 s(reen (hoose More Create Business #ransactions $rom

the or5 area men' bar/=/ Ma5e the $olloing entries


eneral Data

Des(ription &P )ea# Generation *4arget Gro'p,

4ransa(tion Categor% )ea#

Business #ransaction Data

4ransa(tion 4%pe L)D

Emplo%ee Responsible JSA)ES EMP)LEEK

Start Date Jto#a%K

En# Date Jto#a% 1 monthK

Products

Pro#'(t D JPRD9C4K

?/ Choose Create/

/ As start #ate sele(t 0mmediately an# (hoose ,tart /

7/ Choose Bac4.

esltne lea# $or ea(h member o$ the target gro'p has a'tomati(all% been (reate#/

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-#!#! Create Leads Manally

*seSingle lea#s nee# to be (reate# man'all%/

Procedre

1/ 4o (reate a ne lea# in the SAP CRM "ebClient 'ser inter$a(e6 a((ess the a(tiit% $romthe naigation bar

SP CM .e/Client men Mar4eting Create5 Lead

2/ Choose transa(tion t%pe BP Lead in (ase a sele(tion s(reen appears/

+/ n the BP Lead5 6e7 s(reen6 ma5e the $olloing entries


Lead Details

Des(ription Jan% #es(riptionK *e/g/ BP Lead ;@,

Prospe(t JPRSPEC41K

Prospe(t A##ress *a'tomati(all% #etermine#,

Main Conta(t JC4AC4 PERSK *a'tomati(all% #etermine#,

Emplo%ee Responsible JEMP)LEE RESPS&)EK *a'tomati(all% #etermine#,

Start Date Jto#a%K

En# Date Jto#a% 1 monthK

otes Jan% a##itional in$ormation abo't the ('stomer (onta(tKParties 0n&ol&ed

Sales Representatie*a'tomati(all% #etermine#,Change to JSA)ES REPRESE4A4;EK $or a(tiating thelea# to opport'nit% or5$lo

=/ Choose ,a&e/

?/ n the Products assignment blo(56 (hoose Edit List to maintain the $olloing #etails


Prodcts

Pro#'(t JPRD9C4K

'antit% Enter a 'antit%

/ Choose ,a&e/

7/ Enter a se(on# lea# BP Lead ;: 'sing JPRSPEC42K

8/ Enter a thir# lea# BP Lead ;3 'sing JPRSPEC4+K an# a##itionall% maintain A0PCustomers as Lead roup in the ie Classification o$ the assignment blo(5 LeadDetails/

eslt

4o ne lea#s hae been (reate# man'all%/

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-#3 6ali2y Leads

*se

)ea# 'ali$i(ation is nee#e# to (olle(t $'rther in$ormation on a ('stomer6 so that it (an be#e(i#e# hether the lea# (an be (onerte# into an opport'nit%/

A((or#ing to the sele(te# transa(tion t%pe *in this (ase6 BP LE'D, the assigne# 'estionnaireill be aailable in the lea# transa(tion #o('ment $or $'rther 'ali$i(ation b% an emplo%ee/

4he emplo%ee responsible (an also gather in$ormation on the ('stomer an# set a 'ali$i(ationstat's man'all%/

Also6 those lea#s that might hae been (reate# a'tomati(all% $rom (ampaign e3e('tion *sees(enario C39 - Lean Campaign Management target gro'p $rom E)M, are no 'ali$ie#/

Prere"isitesLo' are still logge# on to the SAP CRM "ebClient 9 as mar5eting emplo%ee *'serM4IEMP),/

Procedre

1/ A((ess the a(tiit% (hoosing the $olloing naigation option

SP CM .e/Client men Mar4eting ,earc)5 Leads

2/ n the ,earc) Criteria s(reen area enter6 $or e3ample6 the $olloing sear(h (riterion an#(hoose ,earc)

Search Criteria

)ea# 4%pe is &P )ea#

$ the entr% Lead #ype is not isible as sear(h (riterion %o' (an (hoose it $rom the#rop#on bo3/

+/ n the res'lt list to 5in#s o$ lea#s are liste#

• )ea#s hi(h ere alrea#% (reate# #'ring a (ampaign e3e('tion ith (hannel )ea#

Creation *a$ter r'nning thro'gh s(enario C39 - Lean Campaign Management ,/

• 4he ne lea#s that ere (reate# in the preio's step/

=/ Choose the lea# #es(ription to sele(t the $irst nel% (reate# lea# BP Lead ;@/

?/ n the 'ssessments assignment blo(56 sele(t the atta(he# 'estionnaire BP$LE'D$E6 /

/ Anser the 'estions an# eri$% that the res'lting 'estionnaire leel is arm/

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6estions a/ot ns,er

Pro#'(ts oteboo5s

Emplo%ees ?1 N 100 emplo%ees

9nits 2 N ?0 'nits

4ime$rame + to months

7/ Choose ,a&e/ A ne ersion ill a'tomati(all% be (reate# $or this 'estionnaire/

8/ Choose Bac4 /

!/ n or#er to (he(5 #etails on a((o'nt #ata6 (hoose the prospe(ts h%perlin5/ @rom thetoolbar (hoose More %act ,)eet /

10/ Choose Bac4 to go ba(5 to the lea#/

11/ As a res'lt o$ the prospe(ts $a(t sheet in$ormation6 the mar5eting emplo%ee 'ali$ies thelea# man'all%n the Lead Details assignment blo(5 (hoose Edit /

12/ Maintain the $olloing #etails $or lea# BP Lead ;@

4ield name *ser action or vale

Qualification

'ali$i(ation )eel Hot

,tatus

Stat's n pro(ess

Classification

Priorit% ;er% important

rigin 4ra#e $air

Gro'p 4op 100 C'stomers

1+/ Choose ,a&e.

1=/ Choose Bac4 'ntil %o' get to the ,earc)5 Leads res'lt list.

1?/ Pi(5 the se(on# lea# BP Lead ;: $rom the list/

1/ n the Lead Details assignment blo(5 (hoose Edit /17/ Maintain the $olloing #etails $or lea# BP Lead ;:

4ield name *ser action or vale

Qualification

'ali$i(ation )eel Hot

,tatus

Stat's n pro(ess

Classification

Priorit% mportant

rigin 4ra#e $air

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Gro'p e C'stomers

18/ Choose ,a&e/

eslt&ase# on the al'es %o' entere# in the 'estionnaire6 a 'estionnaire leel * ot arm orCold , is a'tomati(all% #etermine#/ n a##ition6 %o' (an also man'all% enter a 'ali$i(ationleel as ell as other lea# #etails hi(h ma% be #i$$erent $rom the a'tomati( al'e6 $ore3ample6 i$ %o' 5no the ('stomerOs selling behaior an# %o' thin5 that a #i$$erent'ali$i(ation leel sho'l# be spe(i$ie# in this (ase/4he a'tomati(all% generate# 'estionnaire leel still remains the same/

-#- le7ased Lead Distri/tion ($ptional)

*se

4he r'le-base# lea# #istrib'tion seres to assign b'siness partners to lea#s that mat(h the(on#itions o$ pre#e$ine# lea# #istrib'tion r'les/

4his lea# #istrib'tion (an be starte# on a reg'lar basis hen a (orrespon#ing ba(5gro'n# obhas been set 'p/

Here6 the mar5eting emplo%ee (reates a lea# $or a ;P C'stomer hi(h later gets the )ea#'ali$i(ation )eel Hot/ 4here$ore6 the mar5eting manager ill be assigne# as emplo%eeresponsible b% lea# #istrib'tion/

Prere"isites

Lo' are still logge# on to the SAP CRM "ebClient 9 as mar5eting emplo%ee *'serM4IEMP),/

Procedre

1/ A((ess the a(tiit% (hoosing the $olloing naigation option

SP CM .e/Client men Mar4eting ,earc)5 Leads

2/ n the ,earc) Criteria s(reen area enter6 $or e3ample6 the $olloing sear(h (riterion an#(hoose ,earc)

Search Criteria

)ea# 4%pe is &P )ea#

$ the entr% Lead #ype is not isible as sear(h (riterion %o' (an (hoose it $rom the#rop#on bo3/

+/ Choose the lea# #es(ription to sele(t the preio'sl% (reate# lea# BP Lead ;3/

=/ oti(e that the mar5eting emplo%ee *e/g/ Ri(har# )ion, as assigne# to the lea# asEmployee esponsi*le b% the partner #etermination pro(e#'re/

?/ Enter ot as Qualification Le&el in the ie Qualification o$ the assignment blo(5 LeadDetails/

/ Choose ,a&e.

o the lea# mat(hes the (on#itions o$ the #istrib'tion r'le Dist$ule$0mp.

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7/ 4he lea# #istrib'tion (an be starte# in SAP G9 transa(tion SA+8 *ReportCRMIDDI&A4CH, or a'tomati(all% on a perio#i(al basis in (ase a (orrespon#ingba(5gro'n# ob has been s(he#'le#/ 4he bat(h ob has been alrea#% (reate# #'ring the(on$ig'ration o$ this s(enario/

8/ oti(e that no the mar5eting manager *e/g/ Melanie Ri(har#, has been assigne# to thelea# as Employee esponsi*le b% the r'le-base# lea# #istrib'tion/

$ the mar5eting manager has pro(esse# the lea# an# (onse'entl% loers theLead Qualification to Cold 6 the lea# #istrib'tion r'le Dist$ule$eg ill reassignthe mar5eting emplo%ee *e/g/ Ri(har# )ion, as Employee esponsi*le/

eslt

4he lea# $or a ;P ('stomer hi(h as 'ali$ie# as hot as #istrib'te# to the mar5etingmanager as emplo%ee responsible/ As soon as the lea# 'ali$i(ation is loere# to (ol#6 themar5eting emplo%ee is again assigne# as emplo%ee responsible b% r'le-base# lea##istrib'tion/

-#8 Trans2er Leads to Sales (Create $pportnity)

*se

)ea#s nee# to be trans$erre# to Sales *pport'nit% Management, in or#er to (reateopport'nities $or them/

4he implemente# or5$lo a'tomati(all% generates opport'nities $rom lea#s a((or#ing to the$olloing r'les

• )ea# is $ree o$ errors 9 )ea# 'ali$i(ation leel Q Hot 9 )ea# Priorit% Q 1 *er% important,

9 )ea# Gro'p Q 001 *4op 100 C'stomers, pport'nit% is (reate# a'tomati(all% ia or5$lo itho't $'rther in$ormation o$ the

sales emplo%ee/

• )ea# is $ree o$ errors 9 )ea# 'ali$i(ation leel Q Hot 9 )ea# Priorit% JK 1 *er%

important, $ )ea# Gro'p JK 001 *4op 100 C'stomers, A sales emplo%ee is in$orme# b% or5$lo an# has to #e(i#e hether an opport'nit%

nee#s to be (reate#/

• )ea# 'ali$i(ation leel JK Hot

o or5$lo ill be starte#6 hi(h means that an opport'nit% (an onl% be (reate#

man'all% $rom the lea# b% the sales emplo%ee.

Prere"isites

At least one o$ the lea#s has rea(he# the 'ali$i(ation leel ot /

4he JSA)ES REPRESE4A4;EK has been assigne# to partner $'n(tion SalesRepresentatie in the lea#/

Procedre

1/ )og on to the SAP CRM "ebClient 9 as sales emplo%ee Mi(hael C'rtis *SA)ESIEMP),ith passor# 7elcome/

2/ A((ess the or5$lo inbo3 (hoosing the $olloing naigation option

SP CM .e/Client men ome or4flo7 #as4s

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+/ Choose the entr% Create (pportunity from Lead for Business Partner 1name2 to a((essthe or5$lo tas5/

=/ n $iel# Decision %o' (an (hoose beteen the $olloing e3e('tion alternaties

• Create (pportunity

An opport'nit% is (reate# in the ba(5gro'n#/ 4he lea# stat's is set to 'ccepted *y,ales/

• Create and Display (pportunity

An opport'nit% is (reate# in the ba(5gro'n#6 an# a or5 item sent to %o' ith hi(hthis opport'nit% is to be pro(esse#/

• Decline Lead

4he 'ser ho (reate# the lea# is in$orme# that the lea# as #e(line#/ 4he lea# stat'sis set to e+ected *y ,ales/

?/ Sele(t the se(on# alternatie6 Create and Display (pportunity an# (hoose ExecuteDecision/

/ Go ba(5 to the CRM "ebClient homepage *ome or4flo7 #as4s,/

7/ A ne or5$lo tas5 (pportunity 10D2 created for lead is (reate# $or the pro(esse# lea#/

8/ Choose this or5$lo tas5/

!/ 4he nel% (reate# opport'nit% is liste# in the assignment blo(5 'ssociated (*+ects as BP (pportunity 10D2/

10/ Choose this opport'nit% $or $'rther pro(essing o$ the #o('ment/

$ %o' hae installe# the SAP &est Pra(ti(es s(enario C3 - (pportunityManagement %o' (an no pro(ee# ith the &'siness Pro(essDo('mentation o$ this s(enario/

eslt

An opport'nit% has been (reate# as $ollo-'p a(tiit% s'pporte# b% or5$lo/

8 4ollo,7*p Process

*seLo' hae $inishe# all a(tiities that are part o$ the s(enario #es(ribe# in this #o('ment/

4o a((omplish s'bse'ent a(tiities6 (arr% o't the pro(ess steps #es(ribe# in the re$eren(e#s(enario6 'sing the master #ata $rom this #o('ment/

n this (ase6 those opport'nities that hae been generate# ia or5$lo as a res'lt o$ thiss(enario (an be $'rther pro(esse#/

Prere"isites

A n'mber o$ opport'nities hae been generate# o't o$ a n'mber o$ lea#s ia or5$lo/

Procedre

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Complete all a(tiities $or opport'nit% pro(essing #es(ribe# in the Business ProcessDocumentation o$ the s(enario "pport#it$ %a#a&eme#t '()3*/

: eporting*se

4his se(tion #es(ribes hi(h reports e3ist $or )ea# Management an# brie$l% #es(ribes the(ontent o$ the reports/

@or an oerie o$ ho to naigate ithin the reports6 re$er to the &'siness Pro(essDo('mentation *9ser G'i#e, o$ the releant Anal%ti(s s(enario *ntera(tie Reporting or &Reporting,/ 4he reports %o' ill be able to ie #epen#s on hi(h Anal%ti(s s(enario %o'hae implemente# *ntera(tie Reporting or & Reporting,/

:#1 SP CM Interactive eporting

Procedre

1/ )og on to the CRM "ebClient 9 as &P Mar5eting Manager *M"#$M'6 , i$ not alrea#%#one/

2/ n the "or5 Center )in5 Gro'p eports %o' (an $in# the aailable reports/ Choose thereport %o' ant to #ispla%/

eports

Lead Stats nalysis

4his report shos the n'mber o$ lea#s that en# in a spe(i$i( month/ 4he lea#s are gro'pe# b%their stat's an# 'ali$i(ation6 hereb% the responsible person (an see hi(h lea#s are 'rgentor re'ire spe(ial attention/

Lead $rigin Stats

4his report anal%>es the lea#s a((or#ing to their stat's *open6 lost6 on6, an# their'ali$i(ation leel *(ol#6 hot6 arm, an# shos the n'mber o$ lea#s belonging to these(ategories/ 4his enables the emplo%ees to tra(5 the progress o$ lea#s/ "ith the #rop#onmen' it is possible to (hange beteen #i$$erent 'ali$i(ation leels/

:#! I eporting

Procedre

pening the reports $rom the "ebClient 9 is onl% possible i$ %o' hae (arrie# o'tall the ne(essar% (on$ig'ration steps #es(ribe# in the B, Basic ConfigurationCM 'nalytics Con$ig'ration G'i#e/

Alternatiel%6 %o' (an log on to the & s%stem an# open the b'siness 'ser role1?I0+9/ n this b'siness 'ser role %o' ill $in# a broa# range o$ & reports $or allareas/

1/ )og on to the CRM "ebClient 9 as &P Mar5eting Manager *M"#$M'6 , i$ not alrea#%#one/

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2/ n the "or5 Center )in5 Gro'p eports %o' (an $in# the aailable reports/ Choose thereport %o' ant to #ispla%/

eports

@rom the "ebClient 9 the $olloing & reports are aailable $or )ea# Management

Leads .on and Lost eport 4his 'er% #es(ribes the a(t'al n'mber o$ open6 on6 an# lostlea#s $or a sele(te# time perio#/

Lead Dration eport 4his report is base# on the )ea#s "on an# )ost Report ith a $ilteron the report #'ration/

Lead $rigin 4his report #ispla%s the n'mber o$ lea#s b% lea# origin/

Lead Stats 4his report #ispla%s the n'mber o$ lea#s b% stat's/

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c30 lead managhnement

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