SAP CRM Sales Overview: Author: Douglas Bernardini

SAP CRM Sales Overview
Author: Douglas Bernardini

Issue: SAP CRM Overview Contact: www.douglasbernardini.com - douglas.bernardini@gmail.com

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 ondemand, 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.
ii.
iii.
iv.
v.
vi.
vii.
Plan
Prospect,
Manage,
Collaborate,
Close,
Fultill,
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.

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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.

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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.

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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

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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.

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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.

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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.

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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.

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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.

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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.
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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.
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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.
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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

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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.

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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

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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
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douglas.bernardini@gmail.com

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