SAP CRM Sales Overview

Transcription

1 SAP CRM Sales Overview 1

2 1. SAP CRM Sales Overview 2

3 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 ondemand, on-premise, or hybrid. iv. Extensible, service-enabled CRM that enables business process innovation and differentiation through flexible and open integration points. 3

4 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

5 4. Business Scenario: CRM Sales 5

6 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

7 6. Sales Overview 7

8 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. 8

9 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. 9

10 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. 10

11 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. 11

12 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. 12

13 10. Telesales SAP CRM Sales Overview 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, response, voice callback Sales order management, quotations, and contracts 13

14 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. 14

15 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. 15

16 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. 16

17 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. 17

18 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. 18

19 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. 19

20 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. 20

21 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. 21

22 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 22

23 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. 23

24 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 24

25 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 25

26 26