Week 1: CRM and Marketing Overview

Unit 3: Managing Customer Engagement Across

Marketing, Sales, & Service Teams
Managing Customer Engagement Across Marketing, Sales, & Service Teams
Customer engagement work centers: tailored to the needs of each user

Manager
(e.g. Head of US)
Results
Target

Regional Product & Field

Account New Sales Service Service Service Customer Managing E-
Managers Marketing
Management Business Orders
Service
Desk Orders
Service
Entitlements Invoicing My Area Commerce
Portfolio and Repair
(e.g. US North/East)
Overview Overview Overview Overview Overview Overview Overview Overview Overview Overview Overview Overview
Results
Target

Leads Accounts Leads Sales Products Service Service Order Contracts Project Approvals Account
Orders Requests Order Pipeline Invoicing Export Run
Market Account Opportunities Services Processing Registered My
Information Hierarchies Contracts Knowledge Service Products Invoice Department Internet Order
Marketing, Sales, Sales Entitlements Base Reports Confirmations Requests Deletion Run
& Service Team Competitors Contacts Quotes Returns Warranties Sales
Product Reports Reports Invoice Planning Certificate
(Employees) Competitor Partners Reports Reports Specifications Service Documents Management
Products Levels Reports
Product Invoice Runs Reports
Activities
Target Catalogs Service
Categories Recurring
Groups Reports
Pricing Invoice
Reports Templates
Campaign
Management Reports
Credit Card
Authorization
Reports Runs
Point-of-Sale
Transactions

Reports
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Managing Customer Engagement Across Marketing, Sales, & Service Teams
Ensure customer satisfaction by managing your team
KEY INNOVATIONS
▪ Central access to all management-related tasks, activities, and reports that drive customer satisfaction
▪ Track customer and team engagement in all dimensions: sales targets, campaigns, leads, activities, opportunities, orders, contracts,
service confirmations, invoices…
▪ Manage organizational units and employees e.g. team calendar, leave requests, time confirmations

Manager
(e.g. Head of US)
Results
Target

Regional
Managers
(e.g. US North/East)
Results
Target

Marketing, Sales,
& Service Team
(Employees)

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Managing Customer Engagement Across Marketing, Sales, & Service Teams
Monitor customer and team success: from insight to action

1 User Story
Marketing, sales, & service managers
need to be able to set targets, monitor
progress, and trigger actions for their
customers and their teams
2
Capabilities
1. Define high-level key performance
3 indicators (KPIs) on customer and
team key figures
2. Monitor development of the KPIs
3. Drill down to the details per
customer, organizational unit, or
employee
4. Trigger activities for team members
or directly take action

Benefits for customers

Flexible monitoring with direct insight
to action

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Managing Customer Engagement Across Marketing, Sales, & Service Teams
Account and activity management: record and monitor customer-related activities

1 User Story
Marketing, sales, & service employees
need to be able to track and see a complete
interaction history for each account

3 Capabilities
1. Track phone calls, mails, appointments,
tasks, letters, and faxes as activities
2. Activities are fully integrated in all
business transactions, e.g. lead, sales
order, service order, invoice… and can
4
therefore be used at any time
3. Define and track special categories and
priorities for tracking and escalation e.g.
payment management
4. Use smartphone or groupware to create
or read activity history

Benefits for customers

Process embedded activity tracking for
teams and customers

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Managing Customer Engagement Across Marketing, Sales, & Service Teams
Manage your team: from organizational and master data setup to approvals

1
User Story
Marketing, sales & service managers need
to be able to organize their team in units
and to assign employees, products, and
2 customers to those units.

Capabilities
1. Central organizational management
including product, price, customer, and
employee master data
3 2. Centrally manage employees by
providing self-services with flexible
approval mechanisms, e.g. sales quotes
3. Answer approval requests by
smartphone or desktop

Benefits for customers

Scalable and easy-to-use administration
and organization of teams and business
units

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Managing Customer Engagement Across Marketing, Sales, & Service Teams
System demo

D E MO

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Managing Customer Engagement Across Marketing, Sales, & Service Teams
Summary

▪ Centrally access all manager-related tasks,

activities, and reports for all organizational units
and employees
▪ Track customer and team engagement in all
dimensions, e.g. sales targets, leads, orders
▪ Record and monitor all customer-related
activities across marketing, sales, and
service teams

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Additional Material
Managing Customer Engagement Across Marketing, Sales, & Service Teams
Proactive customer payment management for sales and finance
KEY INNOVATIONS
▪ Keep track of customer receivables aging to identify most critical customers with open payments
▪ Proactive management of revenue collection by triggering and monitoring customer-facing activities
▪ Increase cash flow and reduce day-sales-outstanding by identifying issues and actively communicating and monitoring payment
agreements

Outstanding Monitor Customer Incoming

… Order Delivery Invoicing Receivables Payments …
Payments

Cash is king or how to reduce DSO? Customer Payment Management

Cash flow is a key factor in the potential for
long-term success. A company may have all
the revenue in the world, but without the ability
to generate cash, it can easily fail. Giving your
sales and financials team a joint tool to
collaborate effectively on open customer Manage Identify critical Create & track Get your money
payments is key. customer customers with customer
invoices overdue payment
payments activities
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Managing Customer Engagement Across Marketing, Sales, & Service Teams
Configuration – Activities setup

KEY INNOVATIONS
1. Open “Activity
Categories“ configuration
2. Create a new activity category
“”Payment Management”
3. Assign the new category to the
activity types

1 3

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Managing Customer Engagement Across Marketing, Sales, & Service Teams
Configuration – Report and restricted key figure setup

KEY INNOVATIONS 1
1. Define a new report based on the
standard “All activities” data source
2. Configure a restricted key figure
for “Payment Management” activity
category only
3. Define the reports views 2

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Managing Customer Engagement Across Marketing, Sales, & Service Teams
Configuration – KPI setup and embedding

KEY INNOVATIONS
1
1. Define a new KPI
2. Link it to the newly created
report and its views
2
3. Embed the KPI into the
overview page or the
launchpad

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Thank you.
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