sap crm sales overviewdocshare01.docshare.tips/files/7971/79710056.pdf · 2016. 6. 25. · sap crm...

Author: Douglas Bernardini

Issue: SAP CRM Overview – Contact: www.douglasbernardini.com - [email protected] 1

SAP CRM – Sales Overview

SAP CRM Sales Overview




1. SAP CRM Sales Overview




2. CRM without Compromisse – Comprehensive

a. SAP CRM provides companies with a complete CRM solution that covers the breadth of

Marketing, Sales, Service and AnaIytics...

b. As well as the major interaction channels:

i. Channel Partners or Partner Channel Management which enables indirect sales.

ii. Mobile for Held and mobile workers.

iii. Interaction Center for call center employees.

iv. Web Channel enabling the customer self-service channel.

c. SAP CRM provides:

i. Comprehensive functionality supporting end-to-end business processes across

industries.

ii. Simplified and unified experience for the end-user to drive user adoption.

iii. Flexible deployment options that deliver CRM without Compromise; your choice of on-

demand, on-premise, or hybrid.

iv. Extensible, service-enabled CRM that enables business process innovation and

differentiation through flexible and open integration points.




3. Customer-Centric Business

a. The Sales functionality of SAP CRM 7.0. Ensures consistency, effectiveness, and predictability

throughout the sales cycle

• Sales planning and forecasting

• Territory management

• Account and contact management

• Activity management including visit planning

• Opportunity management

• Quotation and order management

• Contract management

• Sales analytics Second level

b. SAP CRM 7.0 Sales equips sales organizations with the tools necessary to shorten sales cycles,

increase revenues, maximize sales team productivity and optimize all sales channels. Powerful

capabilities give organizations the mission-critical capabilities needed to stay ahead ofthe

competition while ensuring closed-loop collaboration with sales, service, customers and

partners.




4. Business Scenario: CRM Sales




5. Business Scenario: CRM Sales

a. Your sales methodology defines an activity plan for the sales cycle.

b. The opportunity helps the sales team to manage the complete process and to capture all

data, including contacts and objectives, for your potential customers.

c. Quotations are created on the basis of the opportunity data.

d. The high-quality sales cycle leads into an agreement, and the sales order or contract is signed

on the basis of the quotation.

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

f. The complete supply chain execution process is fully integrated, and all customer- facing

colleagues have access to the relevant data in real time.

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

h. Sales performance analysis gives a complete overview of past, present, and future sales

performance to ensure successful sales force management and decision making.




6. Sales Overview




7. Field Sales - Online sales

a. Field sales features let you proactively and effectively:

i. Plan

ii. Prospect,

iii. Manage,

iv. Collaborate,

v. Close,

vi. Fultill,

vii. Analyze the sales cycle and process.

b. Flexible deployment options are available on:

i. laptops,

ii. handheld devices,

iii. tablet PCs,

iv. Smart phones.




c. The online sales capabilities of SAP CRM 7.0 enable sales organizations to manage current

sales opportunities more effectively while decreasing the time and costs associated with

acquiring new customers.

A personalized workplace for sales reps and managers, it combines robust CRM capabilities,

Internet content, and seamless integration to back-office applications within a single,

customizable Web-based user interface. Providing immediate access to critical sales data,

processes, and CRM capabilities, SAP CRM 7.0 enables sales reps to plan their sales

approaches proactively; manage each contact, account and opportunity more effectively; and

follow up on routine sales tasks and complex activities.

d. SAP CRM 7.0 also provides sales managers with the capabilities they need to forecastsales

activities, analyze sales pipelines, target cross-selling and up-selling opportunities,and

promote collaboration in team-selling environments.




8. Field Sales - Offline sales

• The offline sales capabilities of SAP CRM 7.0 enable mobile workers to access front- and

back-office CRM processes, and manage critical customer information, all while working

remotely from laptops or Microsoft Tablet PCs. To ensure access to critical information,

SAP CRM 7.0 provides middleware to manage communications and data exchangesl.

• The middleware uses a flexible publish-and-subscribe mechanism to replicate relevant

customer information from a central database to the databases on field sales

professionaIs’ laptops or Tablet PCs. Consequently, they receive only the information

that is relevant to them.

• Offline sales capabilities also offers access to core SAP CRM 7.0 sales capabilities

through standards-based PDAs and other popular handheld devices. SAP CRM 7.0 lets

field sales professionals use PDAs to perform their daily tasks anywhere at any time.

• They get quick access to current sales-related information, which enables them to

manage customer information and business activities while they create quotations and

sales orders along with maintaining sales opportunities.




9. Field Sales - Cross Capabilities:

a. Sales planning and forecasting:

i. Companies can plan and project exact revenue numbers and product quantities over

time.

b. Organizational and territory management:

i. Sales managers can dehne territories based on various criteria. For each territory, they

can assign sales reps and identify the associated prospects and products

c. Account and contact management:

i. Organizations can capture, monitor, store and track all critical information about

customers, prospects, and partners.

d. Activity management:

i. Organizations can schedule and manage various tasks and activities of their sales

professionals.




e. Opportunity management

i. Sales reps use SAP CRM 7.0 for managing sales projects from the very start and tracking

their progress to the very end. Robust sales methodology capabilities allow companies

to enforce sales strategies and guide sales reps through critical steps.

f. Quotation and order management

i. Sales reps can easily configure, price, and create quotes for customers. They can then

also create sales orders, check product availability and track order fulfilment.

g. Contract management

i. Companies can work with their customers to develop and revise customized contracts.

They can generate and manage long-term agreements.

h. Sales analytics

i. Executives can determine the financial status and overall effectiveness of the sales

organization. Managers can recognize and address trends proactively.




10. Telesales

a. O Leveraging key interaction center capabilities and technology, SAP CRM 7.0 TeIeSaIes

provides inside sales and marketing agents with all the critical resources they need to execute

sales and marketing campaigns effectively, track opportunities, and exceed revenue targets.

b. SAP CRM 7.0 helps organizations increase sales by enabling sales professionals to drive more

qualihed leads into the pipeline and to target existing customers with cross-and up-selling

opportunities.

• Lead management

• Pipeline and opportunity management

• Call scripting and prompts

• Call lists

• Web chat, e-mail response, voice callback

• Sales order management, quotations, and contracts




11. Telesales Cross Capabilities:

a. O Sales planning and forecasting:

i. Companies can plan and project exact revenue numbers and product quantities over

time.

b. Organizational and territory management:

i. Sales managers can define territories based on various criteria. For each territory, they

can assign sales reps and identify the associated prospects and products.

c. Account and contact management:

i. Organizations can capture, monitor, store and track all critical information about

customers, prospects, and partners.

d. Activity management:

i. Organizations can schedule and manage various tasks and activities of their sales

professionals.




e. Opportunity management:

i. Sales reps use SAP CRM 7.0 for managing sales projects from the very start and tracking

their progress to the very end. Robust sales methodology capabilities allow companies

to enforce sales strategies and guide sales reps through critical steps.

f. Quotation and order management:

i. Sales reps can easily configure, price, and create quotes for customers. They can then

also create sales orders, check product availability and track order fulfillment.

g. Contract management:

i. Companies can work with their customers to develop and revise customized contracts.

They can generate and manage long-term agreements.

h. Sales analytics:

i. Executives can determine the financial status and overall effectiveness of the sales

organization. Managers can recognize and address trends proactively.




12. Web Channel Enablement

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

Internet.

i. Quotation and order management

ii. Shopping-basket management

iii. Price management

iv. Interactive selling and contiguration

v. Web auctions

vi. Collaborative selling

b. Web-channel enablement:

i. Web processes and information are seamlessly integrated with direct sales processes, as

well as with backend fulfillment processes.

ii. Companies can reach new markets and customers for sales with a Web presence.

iii. Companies can reduce their cost of sales.

iv. Companies can lower total cost of ownership by leveraging investment in IT

infrastructure.




c. Quotation and Order Management:

i. Quotation and Order Management enables Web customers to receive quotations and

place orders for products and services, obtain real-time product availability, and track

each order through the order management process – from manufacturing to

distribution through service.

d. Shopping Basket Management:

i. Shopping Basket Management provides full support for customizable, configurable

products; displays personalized pricing; offers cross and up-sell recommendations;

enables real-time product availability and provides a consistent interface for all ordering

processes.

e. Price Management:

i. Price Management enables companies to provide online pricing tailored to each

customer based on the type of customer, product, customer-specific pricing, contracts,

or specific quotes. Companies establish pricing rules, processes, and data centrally and

then deploy them across all selling channels.




f. Interactive Selling and Configuration:

i. Interactive Selling and Configuration provides customers with a rich online shopping

experience that helps them choose the products and services that best meet their

business needs.

ii. Multimedia content, guided selling, configuration advice and real-time pricing and

availability empowers customers with all ofthe information that they need to make na

online purchasing decision without human intervention.

g. Web Auctions: Web Auctions enable companies to sponsor online auctions of surplus goods,

excess inventory, used assets and time-sensitive products online. Web Auctions allow buyers

and sellers to negotiate prices in real time on a per-transaction basis.

h. Collaborative Selling: Channel Commerce allows companies to incorporate partners in their

eCommerce strategy and enable collaborative selling across organizational boundaries. End

customers have access to order products and services across the entire demand network.




13. Partner Channel Management

a. 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 management

• Activity management

• Opportunity management

• Channel sales analysis

• Quotation and order management

• Pricing and contract management

• Interactive selling and configuration

• Collaborative Showroom

• Distributed order management

b. As costs rise and margins diminish, companies increasingly turn to their alternative channels

as lower-cost approaches to selling to their customers. To succeed, brand owners must

ensure that partners have the information and capabilities -- such as accurate pricing, product

information, and required support -- they need to sell their products effectively.




c. The channel sales capabilities of SAP CRM 7.0 enable organizations to equip partners with the

same knowledge, tools, and expert advice that they provide their direct sales forces. With SAP

CRM 7.0, companies can gain insight into demand across all selling channels, which result in

more effective forecasting of future business.

d. Account & Contact Management:

i. Account and Contact Management enables brand owners to incorporate end-customer

account information and history into channel sales processes. Both partners and brand

owners have visibility to customer account information and collaborative activities.

e. Activity Management:

i. The Activity Management capabilities provide the tools for brand owners to enable

collaborative activity management between their internal team and partners.

f. Opportunity Management:

i. Opportunity Management gives brand owners and partners a 360-degree view of sales

opportunities by providing complete visibility into an opportunity's history, milestones,

progress and key decision-makers.

g. Pipeline Analysis:

i. Offers opportunity analysis to monitor expected revenues, the opportunity pipeline,

progress towards deal completion, and deal success.




h. Partner Order Management:

i. Optimizes online ordering processes for partners and enables organizations to

incorporate partners into their Web-channel strategy and support collaborative selling

across organizational boundaries - so this includes support for distributed order

management scenarios.

i. Quotation & Order Management:

i. Quotation and Order Management enables online quoting and ordering of products and

services for channel partners. In addition, it enables partners to order products on

behalf of their end-customers. Partners can track status of orders throughout the

fulfillment process.

j. Interactive Selling 8. Configuration:

i. Interactive Selling and Configuration provides partners with a rich online experience that

helps them choose the products and services that best meet the needs of their

customers. Partners can leverage multimedia content, configuration tools and real-time

pricing and availability to help them better serve end customers.

k. Pricing & Contracts:

i. Pricing and Contracts enables brand owners to manage end-customer pricing and

partner pricing including price lists, tiering, contract pricing and discounts.




14. CRM Sales within SAP/CRM 7.0

a. Sales planning and forecasting:

i. Flexible planning from the bottom up or top down, based on:

ii. Organization, product categories, historical or forecast sales figures

iii. Conversion of sales strategies into action

iv. Allows your organization to provide graphical analysis and

v. reporting of all planning and forecasting information.

b. Territory management

i. Precise monitoring and management of your sales force

ii. Optimal coverage of your sales territories

i. Allows sales managers to define territories based on size, revenue, geography,

products, product lines, and strategic accounts. Managers can easily assign sales reps

for each territory as well as identify the prospects and products associated with each

territory.

c. Account and contact management

i. The key to successful customer relationship management, thanks to a complete view of

your business partners




ii. Helps capture, monitor, store, and track all critical information about customers,

prospects, and partners. This information includes detailed customer profiles, sales

activities, and overviews of relationships.

d. Activity management

i. Optimal customer service with organization, planning, and monitoring of all activities

ii. Allows reps to schedule and manage simple and complex tasks, for better time

management, lower costs, and increased productivity.

e. Visit planning

i. A tool supporting sales reps in planning their customer visits

f. Quotation and order management

i. Integration of all communication channels and support of the complete document flow,

from inquiry and quotation to sales order or contract, including released orders.

ii. Guaranteed seamless integration into your supply chain

iii. Allows sales reps to easily conigure, price, and create quotes for customers, and to

generate follow-up activities such as sales orders.




g. Opportunity management

i. Better management of the sales cycle, using a sales methodology based on your best

practices to empower your sales force

ii. Give sales professionals complete visibility into each sales opportunity, so they can

capture, manage, and monitor the business contact and account information of

potential opportunities.

iii. This includes identifying key decision makers, sales histories, milestones, progress,

outbound activities, and internal tasks. Also adapts easily to proprietary or third-party

sales methodologies.

h. Listings

i. Definition of listings: a set of products defined as valid for a certain period and related to

a customer

ii. Listings maintained by key account managers




i. Contract management

i. Capability for users to easily and automatically develop, verify, revise, and submit contracts tailored

for each customer, to establish and maintain a long-term relationship

ii. Allows you to work with customers to develop and revise customized contracts and long-term

purchasing agreements.

j. Sales analytics

ii. Complete overview of past and present sales performance, simplifying sales force management and

decision making

iii. Executives can quickly and easily determine the financial status and overall effectiveness of the

sales organization. Managers have all the critical data they need to address trends proactively,

measure customer retention and revenue shortfalls, and assess future opportunities.

k. Pipeline performance management

i. interactive application to plan quotas and manage pipeline activity. It allows sales professionals to:

• Analyze their sales pipeline

• Identify gaps and critical opportunities

• Identify and monitor opportunity changes in the pipeline

• Simulate what-if scenarios

• Immediately trigger the right actions to resolve issues and to meet their targets





[email protected]

sap crm sales overviewdocshare01.docshare.tips/files/7971/79710056.pdf · 2016. 6. 25. · sap crm...

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