Overview of MySAP CRM Sales

mySAP CRM
Overview Presentation:
mySAP CRM Sales
(Release 4.0)
Content
 Introduction
 Overview – mySAP CRM Sales
 Sales within mySAP CRM
 Sales Planning and Forecasting
 Territory Management
 Account and Contact Management
 Activity Management
 Opportunity Management
 Quotation and Order Management
 Contract Management and Leasing
 Incentive and Commission Management
 Sales Analytics
 Roles in mySAP CRM Sales

 Implementation and Operation
 Technology
 Conclusion
 SAP AG 2003, mySAP CRM Overview Presentation: mySAP CRM Sales / 2

Subject to change without notice
Content
 Introduction
 Sales Analytics

 Technology
 Conclusion

General Challenges in CRM
Do you know your customers – who they are, what they do, and what
they like? How well do you know your most valuable customers?
Do your employees have the detailed knowledge and the power to best
serve your customers’ needs over the lifetime of the relationship?
Do you interact with your customers consistently across all channels?
Can your customers drive self-service interactions conveniently for

routine elements of the search, buy, and service processes?
Do you integrate sales, marketing, and service with all aspects of

operation into end-to-end, cross-functional processes? Does your front
office communicate with your back office?
Is your management of customer relationships a source of competitive

differentiation?
Do you know what your customer retention rate is?

Customer Centric E-Business with mySAP CRM
The Solution is Complete

Rich Functionality and Supporting Capabilities

Customer Centric Business with mySAP CRM
mySAP CRM Sales

Ensures consistency, effectiveness, and predictability
throughout the sales cycle
 Sales Analytics

mySAP CRM Release Roadmap 2002 / 2003
mySAP CRM 4.0

 Leading Edge scenarios for
numerous Industries
mySAP CRM 3.x
 Industry-specific
 Complete operational People-Centric Roles
multi-channel CRM  Enhanced CRM Core
 Support of Connected Functionality for
customer-centric end- Marketing, Sales, Service and
to-end processes across the Analytics
mySAP.com e-Business platform  Interaction Center
Web Client
 Leading CRM Analytics
 Collaborative Channel
 People-Centric CRM - Management scenario
Ease of use through
preconfigured roles for
esses
Pr oc
fi c
Employees, Customers, Partners
eci
t r y- sp
s
Indu

Content
 Introduction
 Sales Analytics

 Technology
 Conclusion

Challenges in Sales
Empower sales people through information
Build better customer knowledge
Increase customer satisfaction
Improve customer loyalty
Improve customer retention
Enhance productivity
Reduce costs

mySAP CRM Sales
Account & Quotation & Contract Incentive &
Sales Planning Territory Activity Opportunity
Enterprise Sales Contact Order Management & Commission
& Forecasting Management Management Management
Management Management Leasing Management
Account & Quotation & Incentive &
Sales Planning Territory Activity Opportunity Contract
Field Sales Contact Order Commission
& Forecasting Management Management Management Management
Management Management Management
Quotation & Order Shopping Basket Interactive Selling &

E-Selling Price Management Web Auctions Collaborative Selling
Management Management Configuration
Account & Contact Quotation & Order Incentive & Commission

Telesales Activity Management Opportunity Management
Account & Pricing & Interactive Quotation & Multi-tier Sales

Activity Opportunity Partner
Channel Sales Contact Contract Selling & Order Tracking &
Management Management Compensation
Management Management Configuration Management Forecasting
Distributed Catalog & Distributed Order & Hosted Order

Channel Commerce Collaborative Showroom Hosted Partner Sites
Content Management Inventory Management Management
Interaction Channel
Analytics Customer Analytics Product Analytics Marketing Analytics Sales Analytics Service Analytics
Analytics

Business Scenario: CRM Sales (1)
A marketing campaign is
initiated to promote a
product for a market
segment.
Territory management is
used to determine the
correct sales
representative. If the Depending upon the
sales rep accepts the lead, preferred channel of
an opportunity is created. communication, the
potential prospects are
contacted.
If the prospect is interested,

the lead qualification level is The Interaction Center agent
set accordingly and a calls the person to qualify the
workflow is triggered. lead generated by the
campaign.

Business Scenario: CRM Sales (2)
Your sales methodology defines an activity plan for the sales

cycle. The opportunity helps the sales team to manage the
complete process and to capture all data, including contacts
and objectives, for your potential customers.
Quotations are created based on the opportunity data.
The high-quality sales cycle leads into an agreement and the

sales order or contract is signed based on the quotation.
Before delivery, credit management is executed to minimize

your risk.
The complete supply chain execution process is fully integrated

and all customer-facing colleagues have access to the relevant
data in real time.
Billing can be triggered based on the delivery or order items.
Sales performance analysis gives a complete overview of past,

present, and future sales performance to ensure successful sales
force management and decision-making.

Sales Cycle and Closed-Loop CRM
Lead generation
Customer and qualification
retention
Telephony
Interaction Center
Mobile
Sales Cycle
Customer
service
Face to Face
Billing E-Selling
Agreement
Logistics
execution

Business Value of mySAP CRM for Sales
Closed-loop processes
Faster response time
Focused sales force through qualified leads
Better service through real-time response on product

availability
Increased time for selling
Sales force concentrated on profitable customers
Optimized mix of channels
Team-selling

mySAP CRM Interaction Center




Interaction Channel
Analytics

mySAP CRM Interaction Center
Provide an integrated and scalable

workplace for Interaction Center agents:
 Sales
 Marketing
 Service
Integrated Interaction Center technology

framework:
 Telephony front end
 E-mail integration
 Internet integration
 Fax integration
Part of the global CRM solution

 Shared functions
 Common database

Interaction Center: Telesales
A specialized workplace designed for inbound and

outbound interaction
 Provides a combined interaction center workplace
All relevant customer information at one glance

 Account key figures
 Real time interaction history
Main business scenarios delivered:

 Lead qualification and opportunity management
 Outbound telesales for periodic calls and campaign management
 Inbound telesales
Smooth integration of all interaction channels

 Internet
 Telephony
 Fax, e-mail

Interaction Center: Outbound Telesales Scenario

mySAP CRM Field Applications




Interaction Channel
Analytics

Field Applications: Field Sales
Suite of tools tailored to the needs of

the offline field sales force
 Provides an integrated view of customers, prospects,
products, services, competitors, activities,
opportunities, quotations, orders, and so on
 Extensive cross-referencing for easy navigation
Facilitates the sales process by:

 Effectively managing customers and prospects
 Providing appropriate customer, product, and
competitive information
 Determining product and pricing configurations
 Managing sales projects across sales teams
 Generating proposals

Field Sales: Mobile Sales

Field Sales: Mobile Sales for Handhelds
Handheld devices make it possible to access information

anytime, anywhere.
Team-selling relies on up-to-date information. The sales

scenarios for handheld devices enable you to gather,
input, and share the relevant information as soon as it is
required or discovered.
The sales scenarios for handheld devices

support the sales representative on the
road. They can work with:
 Activities
 Opportunities
 Quotations
 Sales orders
 Customer data
 Contact data

mySAP CRM E-Commerce




Interaction Channel
Analytics

mySAP CRM E-Commerce
mySAP CRM provides an e-Commerce platform

to turn the Internet into a profitable sales and
interaction channel
 Support Business-to-
Business and Catalog Shop
Business-to-Consumer
relationships
 Provide easy-to-use,
interactive selling
and self-service
 Enable end-to-end
order-to-cash processes
 Personalize your
customers’ buying
experience
Content Portal
 Incorporate partners into
your eCommerce
strategy
 Significantly reduce cost of sales and customer service

E-Commerce: E-Selling
E-Commerce beyond the shopping basket

 Branded web shop
 Catalog management
 Powerful search engine
 Pricing and contracts
 Interactive selling
 Product configuration
 Guided selling
 Shopping cart and
order management
 Online billing and
payment
 Live customer support
 Web auctions
 Personalization
 Web analytics

E-Selling: Benefits
“How can my company use the Internet as a profitable

sales and interaction channel?”
Streamlined sales processes, consistent branding and
personalized content delivered via the Web – to both business customers and
consumers
 Increase revenue with greater market reach
 Reduce cost of sales and customer service calls
 Better serve your customers
 Leverage existing IT investment
“How can I make it easier for my customers to do

business with me?”
Provide customers with a convenient Web buying experience
 Personalized interactions and relevant information based on preferences, buying
patterns and history
 Simple, fast, reliable ordering and services available anytime, anywhere
 Consistent face to customers across the company

mySAP CRM Channel Management




Interaction Channel
Analytics

mySAP CRM Channel Management
mySAP CRM provides a platform for organizations to manage partner

relationships and enable channel partners to sell more effectively -
resulting in a more profitable indirect channel.
 Partner Management and Analytics
 Channel Marketing
 Channel Sales
Channel
 Channel Service Manager
 Channel Commerce Partner
 Partner Portal
 Channel Manager Portal
Customer

Channel Management: Sales
Enables partners to sell more of your products more effectively. Gives

partners the same knowledge, tools and expert advice as your own sales
force. Provides insight into demand across all sales channels. Predicts
future business accurately.
 Account and Contact
Management
 Lead and Opportunity
Management
 Pricing and Contract
Management
 Interactive Selling and
Configuration
 Quotation and Order
Management
 Multi-Tier Sales Tracking
and Forecasting
 Partner Compensation

Channel Management: Benefits
Work collaboratively with your partners to increase revenue
Increase value to your customers

 Enable your partners to improve their marketing, sales, and service for
end customers
Reduce channel support costs
Optimize business across all sales channels:

 Increase customer responses, order accuracy and closure rates
Make it easier for your partners to do business with you via the
Partner Portal
 Easy-to-use self-service capabilities and tools
 Personalized, relevant information and content
 Access to critical business transactions
 Powerful analytics

Content
 Introduction
 Sales Analytics

 Technology
 Conclusion

Sales within mySAP CRM
Sales Planning and Forecasting

 Flexible planning from the bottom up or top down based on:
 Organization, product categories, historical or forecast sales figures and so on
 Conversion of sales strategies into actions
Territory Management
 Precise monitoring and management of your sales force
 Optimal coverage of your sales territories
Account and Contact Management

 The key to successful customer relationship management thanks to a complete view
of your business partners
Activity Management
 Optimal customer service with organization, planning and monitoring of all
activities
Opportunity Management
 Better management of the sales cycle using a sales methodology based on your best
practices to empower your sales force
Sales within mySAP CRM
Quotation and Order Management

 mySAP CRM integrates all communication channels and supports the complete
document flow from inquiry, quotation, to sales order or contract, including released
orders.
 The new, New Economy fulfills its promises. Seamless integration into your supply
chain is guaranteed.
Contract Management and Leasing
 Allows users to easily and automatically develop, verify, revise and submit contracts
tailored for each customer to establish and maintain a long-term relationship.
 Provides a complete end-to-end solution for all companies that lease out mobile assets.
Supports all steps in the financing contract life cycle from a financing opportunity for
a lease or a loan to an offer going over to mid-lease changes and resulting in end-of-
lease options.
Incentive and Commission Management
 Improve your sales force productivity resulting in increased revenue and reduced cost
of sales
Sales Analytics
 Complete overview of past and present sales performance, simplifying sales force
management and decision-making

Content
 Introduction
 Sales Analytics

 Technology
 Conclusion

Plan and communicate

your sales targets
 Plan your targets using
multiple dimensions and
key figures
 Use advanced planning methods and layouts to
distribute and refine your targets
 Use a common planning platform to integrate and
consolidate your sales plan with opportunity
planning, marketing planning, and so forth

Sales Planning and the Sales Management Cycle:
Operational
 Demand forecasts
 Resources
Strategic planning for  Sales tasks (what, where, to whom)
sales and marketing  Sales processes (how to sell)
 Objectives (what, where, to Key account
whom)
 Goals (market share, profit,
management
revenue)
 Strategy (leadership, market Territory
penetration) management
Workforce
management
Sales
 Leads
 Activities
 Opportunities
Sales  Quotations
analytics  Orders
 Contracts


Sales Planning: Features
Multidimensional planning with flexibly-

defined planning levels
 Strategic goals
 Sales targets
 Sales figures estimated from the bottom upwards
Personalized toolbox of planning methods
Comprehensive planning tasks
Simulation and planning of your actions with

your customers

Sales Planing & Forecasting: Benefits
Sales employees can draw up a sales plan on the basis of their current
sales, thereby forecasting the expected volume of future incoming
sales orders with a rolling forecast.
This provides management with an insight into the expected sales.

The sales plan serves as a forecast of the expected receipt of sales
orders resulting from the sales opportunities currently being acted
upon.
It revolves greatly around the company's performance targets and

the specific targets of the different strategic
business fields planning. It incorporates not only
performance targets for marketing but also ones
for supply, budgeting, and production.
Sales Planning not only benefits management

but it also supports sales employees in controlling
their own activities.

Content
 Introduction
 Sales Analytics

 Technology
 Conclusion

Territory Management in mySAP CRM
Plans territory hierarchies

1
2 Maintains territories
Analyzes sales by territory

Territory Management: Business Scenario
1 Sales manager uses territory hierarchy planning functions to

create and define territory structure.
Sales representative keeps his territory details up-to-date (for

2 example, creates a new territory, deletes an old territory,
changes/adds validity periods or attributes)
3 Sales manager analyzes territories and employees using different

criteria.

Territory Management: Features
Define territories and territory hierarchies
Allocate employees to your territories
Control data for Field Sales distribution to

ensure that each sales person downloads only
his or her own data
Change the territory structure when territories

need to be redefined to accommodate the
changing sales market
Plan and analyze sales figures; monitor

performance by territory and sales team

Territory Management in the SAP GUI

Territory Management: Benefits
Territory Management adds business value because it:

 Provides precise monitoring and management of your sales force
 Provides optimal coverage of your sales territories
 Improves customer service
 Reflects changes in a fast-changing world

Content
 Introduction
 Sales Analytics

 Technology
 Conclusion

Account and Contact Management in mySAP CRM
Sales performance Account planning

analysis
Sales manager
Sales manager
1
5
Account processing
Opportunity processing Sales
representative
Sales
representative 2
Business activity
4
processing
Sales
representative
3
Account and Contact Management:
Business Scenario
Account Planning
1 The sales manager or sales representative breaks the sales planning down to
account level (planned for CRM 4.0 SP02)
The sales representative searches for an account. He or she checks the interaction
history of the account, and all other related data. The sales representative enters
2 the data of a new contact person that he or she has met during the last customer
visit.
The sales representative quickly updates the activity for the customer visit. He or
3 she changes the status and adds a visit report.
The sales representative quickly creates a new opportunity for his or her account.
4
The sales manager or sales representative analyses the sales performance.

45

Account and Contact Management: Features
No one knows your accounts better than you

with mySAP CRM
 Quick and easy search and display for account
 Information about people, companies and relationships
 Different views on accounts such as customers, contacts,
consumers or competitors
 360° view of the account with all relevant information such
as:
 Interaction history
 Activities
 Opportunities
 Sales, service and marketing documents
 Financial and logistic related data
 Account specific analysis
 Print account overview
 Send email/fax
 Ensured data quality
Account Management in the People-Centric UI

Account and Contact Management: Benefits
Put the focus on your customers…

 Increase customer satisfaction
 Streamline your sales, service, and marketing processes
 Focus your sales force on profitable customers
 Improve your closing rate with the 360° account view
… and your sales force

 Ensure productivity of sales representative
 Enable team selling
 Shorten ramp-up time for new reps
 Establish consistent and collaborative account
management across teams

Content
 Introduction
 Sales Analytics

 Technology
 Conclusion

Activity Management in mySAP CRM
Customer calls to request

Initiates marketing campaign product demonstation
for new product Customer
Campaign 2
Manager Sales
Representative
1 Checks calendar
and creates activity 3
“Customer Demo”
Creates
Sales
Representative
follow-up
activity Creates task list, Sales
8 gathers information Representative
and prepares visit
4
Sales
Representative Sales
Sales Representative Visits the
7 Representative customer
Writes
5
visit report 6
Creates a quotation
Activity Management: Business Scenario (1)
1 1 The campaign manager creates a campaign for a new product for a

specific target group.
The customer shows interest in the product and calls the vendor
2 to request a demonstration.
The sales representative checks his calendar, creates an activity to visit

the customer, and invites a sales assistant to come along. This
3 appointment appears in the calendars of the sales
representative and the sales assistant.
The sales representative creates a task list for preparing the

meeting. He has already prepared the presentation, and
4 there is also marketing collateral and product information
available. He attaches these documents to the activity.

Activity Management: Business Scenario (2)
The sales representative visits the customer. During the visit, the sales
representative calls up the activity and uses the attachments for the
5
presentation. The customer is very interested in the product and ask for
a quotation.
The sales representative creates a quotation as a follow up

6 document before leaving the customer.
On the way home, the sales representative and the sales

7
assistant stop at a café and write the visit report.
Back in the office, the sales representative creates a follow up

8 activity for the customer.

Activity Management: Features
All activities that need to be planned, tracked, documented,

or administrated by user or user groups:
 Calls
 Visits
 Meetings
 Letters
 E-mail
This information is captured and can be used to organize

the daily work:
 Visualization via calendar
 Inbox
Bi-directional integration groupware

(MS Office, Lotus Notes)
Analyses for reporting on activities.

Integration of Activity Management in CRM
Processes
CRM Activity Management can be used in each phase of

the CRM process.
It is fully integrated in all CRM business transactions.
Campaign Lead
Opportunity
Service
Activity Inquiry/
Quotation
Complaint
Contract
Order

Activity Management in People-Centric UI

Activity Management: Benefits
Enterprise-wide activity tracking
Automatic identification of the right people for

the activities
Support for team-selling activities
Effective task and time management for sales

people
Easy organization of all sales activities
Tracking and management of sales force

activities

Content
 Introduction
 Sales Analytics

 Technology
 Conclusion

Opportunity Management in mySAP CRM
Receives the “hot lead”, Maintains sales team

checks and accepts it and assigns products
Qualifies a lead as a or product categories
“hot lead” Sales
Sales
Representative
Representative
Lead
Qualifier 2 3
1
Plans activities per phaseSales
(Sales Methodology) Representative
Sales Monitors Win/Loss
Manager Analyses 4
9
Qualifies opportunity
Sales (Sales Methodology) Sales
Representative Representative
8 5
Creates sales order
Sales Sales
Representative Representative Develops value
Creates
proposition
quotation 7 6
Business Scenario: Opportunity Management (1)
As a result of a campaign, a lead has been created. A lead qualifier

1 qualifies the lead as a “hot lead”. The lead is forwarded to the
responsible sales representative via the workflow.
The sales representative receives the “hot lead” in his Workflow inbox.
2 He checks the “hot lead” and accepts it. The system automatically
creates an opportunity.
The sales employee contacts the customer. He enters further

data into the opportunity, such as estimated end date,
3 expected sales volume, status, products and participating
members of the sales team.
The sales employee activates the required activities in the

Sales Assistant of the opportunity and adds new ones if
4 required. The Sales Assistant compiles a specific activity plan
for this opportunity.

Business Scenario: Opportunity Management (2)
The sales representative qualifies the opportunity with the help of the
5 assessment and makes a Go/No-Go decision.
The sales representative uses further elements of the Sales Methodology

6 (buying center, project goals, competitor analyses) and develops a clear
value proposition for the customer.
The sales employee presents the solution to the customer and creates a
7 quotation.
The sales employee secures agreement with the customer and

8 creates a sales order.

Opportunity Management: Lifecycle
Phase Activities
Exchange of information
Discovery Understand the requirements
Opportunity
Customer visit
Discussion of solution
Development Prove capability
Pricing
Demonstration / Presentation
Negotiation Quotation
Conviction
Decision
Visit to reference customers
Making Golf
Win/Loss lost won

Analysis No order Order
Opportunity Management: Features
Provides the framework for presenting sales projects

from the very start and tracking their progress
Enables control of the sales process
Provides the basis for optimizing your enterprise with

analysis and sales forecast functions
Facilitates:
 Planning the sales approach
 Estimating a close date
 Estimating potential to buy
 Identifying the decision-maker

Opportunity Management: Sales Methodology
Sales
Opportunity assistant
plan
Project goals
Contacts
Reporting /
analysis
Opportunity
Opportunity
assessment
Competition Freely
analysis customizable

Sales Process Quality: A Boardroom Issue
In 8 out of 10 losses, the real reasons lie in the

quality of the sales process!
 A sophisticated sales methodology is integrated into the mySAP CRM
solution.
 An example of best practices is integrated into the standard delivery of
Opportunity Management.
 The sales methodology can be adapted to fit your specific business
processes.

Opportunity Management in People-Centric UI

Opportunity Management: Benefits
Early and correct qualification
Shorter sales cycles and more reliable forecasts
Common understanding of contacts
Management and control of sales projects
Action plans to maximize the chance of winning
Easy identification of key problems
Improved communication in the account team
Critical analysis of competitive situation
Better user acceptance of the software

Content
 Introduction
 Sales Analytics

 Technology
 Conclusion

Quotation and Order Management in mySAP CRM
Create quotation
Create sales
Create customer order
inquiry
2 3
1
Monitor status of
order
Analyze sales
processes
4
7 Create delivery, pick,
pack, and post goods
Create invoice issue
6 5

Business Scenario: Quotation &
Order Management (1)
A customer makes an inquiry about one or more of the

1 company’s products. The IC agent creates an inquiry.
On the basis of the inquiry, the sales employee decides to submit a

quotation to the customer. He/she offers the requested products or
2 alternative products together with availability and pricing
information.
The customer accepts the quotation and places an order. The sales
employee creates a sales order. The system adopts the items from the
3 quotation. If necessary, the sales employee can re-execute pricing,
availability check, credit check etc.
The system then replicates the order to R/3 SCE.

Business Scenario: Quotation &
Order Management (2)
During order processing, the sales employee can track and monitor the
4 status of the order. At any time, he is able to give the customer the right
information.
When the order items are due for delivery, an outbound delivery is
created in R/3 SCE. The products are picked and packed, and goods
5 issue is posted.
Additionally, transportation is planned and executed.
The billing clerk creates an invoice for the delivered products. He

calls up the billing due list and creates the billing document from the
6
selected items.
Billing is executed in SAP CRM or in R/3 SCE.
The sales manager analyzes the sales figures and the success of the
7 sales processes.

Quotation and Order Management: Key Features
 Partner determination
 Organizational data and territory determination
 Status management
 Date management
 Text determination
 Pricing
 Product configuration
 Product determination and substitution
 Create follow-up documents and document flow
 Actions and Workflow
 Availability check
 Credit check
 Payment cards processing
 Free goods

Order Management in People-Centric UI

Quotation and Order Management: Benefits
Empowerment of the sales team through the entire sales process
Exact pricing and configuration increases customer satisfaction
Real-time order management through all communication channels

ensures better customer service
Seamless integration in the full sales process, including billing, enables

your sales people to present one face to the customer
Credit management enables your sales people

to take the right decisions
Automatic determination procedures helps

sales employees to enter sales data quickly
and accurately

Content
 Introduction
 Sales Analytics

 Technology
 Conclusion

Contract Management in mySAP CRM
Sales representative Customer negotiates terms and
wins opportunity conditions for buying product Sales representative
creates contract
with favorable
conditions
1 2
3
Customer agrees to Customer accepts

continue buying contract
product
8 4
7 5
Near contract completion date, Sales manager
sales representative contacts releases contract
6
customer to renew contract Customer releases products against
contract at regular intervals
Business Scenario: Contract Management (1)
Sales representative wins opportunity to sell customer a target value

1 of products over a certain period of time.
Customer negotiates terms and conditions of contract, including

2
pricing agreements, validity periods and notice of cancellation.
Sales representative creates a value contract with details of the terms

3 and conditions.

Business Scenario: Contract Management (2)
Sales manager checks the contract details as well as customer

4 standing, and approves the contract.
Over the following months, customer releases products against

5 the contract by ordering the relevant items.
Towards the end of the contract validity period, or when the target
6 value of the contract is nearing completion, the sales representative
contacts the customer.
Customer would like to continue buying the product and contract is

7 renewed.

Contract Management: Features
 Contracts are long-term agreements with

customers that allow them to buy products at
special conditions, such as lower prices or
favorable terms of delivery
 They can be categorized as sales, service or
leasing contracts
 They contain information about:
 Pricing agreements
 Releasable products
 Authorized partners
 Validity dates and date rules
 Cancellation dates and rules
 Completion rules
 Actions for tailored follow-up activities

Contract Management: Benefits
Contract Management enables you to:

 Create long-term agreements that contain information about price and
product agreements for a particular customer
 Monitor the sales process from inquiry through to contract completion
 Keep track of whether your customer has been buying products as arranged
 Act quickly where customer appears to be dissatisfied
 Guide sales personnel through required follow-up activities
 Use integrated reporting for analyzing
contract-related sales figures
 Spend less on new customer acquisition
 Improve communication between you and
your customer

Contract Management in People-Centric UI

Contract Management: Leasing Life Cycle
Contract
end
Business
Partner
Customer
Financial Contract
Object
offer changes
Lifecycle Classi-
Financing fication
product
Financial
Asset
contract Accounting
Accounting
Payables
Lifecycle Billing
General Revenue
Ledger recognition

Business Scenario: Leasing (1)
This product defines rules and conditions for the financing agreement
Financing
1 Product
created. By setting up financing products, leasing companies can
streamline their business throughout various sales organizations.
Complete offering process from campaigns to financial simulations to

Financial the final quote, taking customers' master agreements into
2 Offer consideration. All steps are controlled by status and workflow
handling.
Representation of the final legal agreement between the leasing

Financial
3 Contract
company and the customer once the deal has been agreed on.
Activation of the contract starts the leasing life cycle.

Business Scenario: Leasing (2)
Classi- All leases and financial agreements are classified automatically based
4 fication on rules and according to multiple accounting principles.
In operational leases, the financed object has to be handled by the

Asset
5 Accounting
leasing company. This is guaranteed by seamless integration into SAP
Asset Accounting.
An extensive amount of postings has to be generated for a single lease

Revenue contract to recognize the revenue on a periodical basis. This is done by
6 Recognition a rule-based accrual engine that generates these entries automatically
on the basis of the leasing contract.

Leasing: Benefits
Support of the entire leasing life cycle
CRM-based solution
Seamless integration into accounting processes
Process automation
Automated lease classification
Integration into existing IT landscapes

Content
 Introduction
 Sales Analytics

 Technology
 Conclusion

Incentive and Commission Management in Sales
Creates
opportunity Creates proposal and
estimates commission
Receives award
1
2
8
Offers proposal
Receives payment
3
7
Signs contract or
order
Sends invoice
Ships goods
4
6
5
Business Scenario: Incentive & Commission
Management (1)
A customer or prospect expresses interest in purchasing goods or

1 services and qualifies as a sales opportunity
The sales representative determines what items to include on a sales

2 proposal and estimates the commission potential of the transaction.
3 A proposal is offered to the customer by the sales representative.
The customer signs the order or contract, and the transaction is

4 booked. Booking can trigger commission payment.

Business Scenario: Incentive & Commission
Management (2)
Items are delivered to the customer. Item shipment can trigger

5 commission payment.
An invoice is generated and sent for the items that have been
6 delivered to the customer. Invoicing can trigger commission
payment.
7 Payment for invoiced items is received.
8 The sales representative is awarded with a commission.

Incentive and Commission Management: Features
Primary Features of CRM ICM

 Operational process integration
 Incentive plan management
 Incentive processing administration
 Incentive compensation rule calculation
 Settlement processing
 Reporting and accessibility
 Pre-configuration templates

Incentive and Commission Management in
Enterprise Portal

Incentive and Commission Management: Benefits
Benefits to Sales Management

 Alignment of individual goals with
corporate strategy
 Increased staff productivity due to visibility
of potential and actual awards
 Improved retention of talented employees Corporate Objectives
Benefits to Financial
Management
 Reduction of payout errors
(improving profitability) Individual Goals
 Reduced administrative cost via process

automation
 Ability to audit commission data
 Immediate visibility of cost of sales

Content
 Introduction
 Sales Analytics

 Technology
 Conclusion

Sales Analytics in mySAP CRM
At year end, sales manager has to Calls up sales analysis to

provide annual report for his area view figures for previous
year
2
1
Asks sales reps to

Monitors ongoing sales provide figures for their
figures areas
3
7
Writes report for
board meeting
4
6
Sales reps put sales plan
into action 5
Board plan next
year’s figures
Business Scenario: CRM Sales Analytics (1)
At the end of the year, sales manager needs to report on the

1 previous year’s sales figures to the board
He calls up the sales performance analysis to view figures for the

previous year in his department, including financial and internal
2 employee figures. He also looks at current pipelines and open
revenues.
Sales manager asks all the sales representatives in his team to provide
3
him with up-to-date sales figures for their customers and territories.

Business Scenario: CRM Sales Analytics (2)
4 Sales manager compiles the data to write his annual report.
Board review the previous year’s figures and plan the sales
5 figures for the following year using past figures as well as general
market and competitor forecasts.
Sales representatives are given their individual targets and put them
6 into action.
As the year progresses, sales managers monitor the current figures to

7 see whether targets will be fulfilled.

Sales Analytics: Features
Sales Analytics provides:

 Business Content for use in mySAP BI or the
mySAP CRM Enterprise Portal
 Sets of analytical data for the sales manager and
sales representative
 Business Content for the entire CRM sales cycle
from Territory Management to Billing

Sales Analytics: Features
 Integrated Business Content so that sales managers

can view their sales figures from different perspectives,
whether an overall picture or a drill-down to specific
areas
 Adaptable content so that sales representatives can
analyze their specific sales figures, whether it be by
territory, sales order or customer
 Alerts for monitoring sales on a daily basis
 Integration in the mySAP Enterprise Portal for CRM
for easy-to-use and quick access to analytical content
Sales Analytics: Selected Examples
Sales Planning
Sales Pipeline Analysis
Marketing
Sales Funnel Analysis
Sales Analysis
Activity
Service
Opportunity Planning and Analysis
Contract Analysis
Sales Quotation and Order Analysis
Sales Analysis and Planning by Territory
Sales Performance Analysis
Billing Analysis
Sales Funnel and Pipeline Analysis
Analyze the success of

your sales efforts from
different points of view:
 Sales Funnel Analysis
analyzes the performance and
flow of sales documents from a
historic perspective, regardless
of their status. Analyze the
success of your sales strategy
 Sales Pipeline evaluates and
monitors the current business
development and expected sales
revenue
Sales Planning and Analysis by Territory
Territory Management enables you to structure and

organize your sales market by dividing it into territories
according to criteria of your choice, such as size, region,
or product line
 Use flexible territory
structures to plan and
analyze your sales quotas
 Monitor and manage your
plan/actual achievement
in a rolling forecast
Sales Performance Analysis
Analyze the performance of your sales business by

considering all relevant perspectives, such as financials,
customer learnings and growth, and processes
 Provide your sales
managers with all
aspects of their
sales business
 Integrate and link
information across
CRM, SCM,
Financials, and HR
Sales Analytics: Benefits
A complete overview of past and present sales performance simplifies

sales force management and decision-making.
Metrics: If you can’t measure it,

you can’t manage it!
Content
 Introduction
 Sales Analytics

 Technology
 Conclusion
People-Centric CRM – Roles in CRM Sales (1)
Sales Manager
Is responsible for managing a team of sales employees and
ensuring that the team’s sales targets are met.
Information-driven role
Needs a lot of information, including analytics and planning
functionality
Sales Representative
Is responsible for maintaining customer relations, and selling
products and services.
Operative role
Needs operational data and transactional applications
People-Centric CRM – Roles in CRM Sales (2)
Billing Clerk
Moderates the entire billing document procedure, that is, the
processing of invoices, credit memos, debit memos and
cancellation documents.
Operative role
Uses the system for his daily work. Focuses on operative tasks.
A Sales Manager’s Typical Tasks
Sales managers are responsible for managing

sales an a team of sales employees:
 Plan strategic and operational sales targets and budgets for
the team
 Observe markets and competitors, and identify sales

potential
 Set appropriate objectives for sales employees
 Manage sales employees
 Plan and implement customer projects and sales processes
 Monitor and analyze sales performance at team and sales

rep. level
 Support marketing campaigns and promotions
The Tasks of a Sales Manager May Vary Significantly
The following example assumes that the Sales

Manager:
 Operates in a business-to-business market for goods that
typically require detailed explanations and sales projects
 Leads a team of sales representatives
 Reports to a director, VP or board member
 Supports marketing activities
 Takes care of some key deals and customer relationships

personally
mySAP CRM provides capabilities for adapting

People-Centric roles to specific business
requirements flexibly
How to Meet the Challenges?
People-Centric CRM helps the sales manager to meet

these challenges, achieve the objectives and fulfill
his tasks:
 Provides single point of access to information and services located in
multiple systems and locations
 Provides filtered and role-specific information
 Indicates critical situations and processes proactively
 Provides tools for managing and coordinating a sales team and cost
center
 Is able to automate processes
 Can be accessed anytime and wherever Internet access is available
 Is easy and intuitive to use
 Can be personalized and adapted to the sales manager’s needs
What is Integrated in the Sales Manager Portal?
Home Activity Management Sales Cycle Accounts&Products Analytics Market
Home Accounts & Products

 Today  Account Management
 Mail / Calendar  Products
 Info Center
Analytics
Activity Management  Sales Performance Analysis
 Activities  Sales Planning
 Commissions & Incentives
Sales Cycle
 Opportunity Management Market
 Quotation/Order/Contract  Competitors
Management  Marketing
“I Need to Analyze Sales Performance”
A Sales Representative’s Typical Tasks
Sales representatives are responsible for

maintaining customer relations and selling
products and services:
 Maintain customer relationships
 Plan and forecast sales targets for his area of responsibility
 Manage customer projects (Opportunity Management)
 Plan and carry out sales activities
 Maintain sales documents
 Develop new business with new and existing customers
 Analyze sales success and pipeline
 Support marketing activities and sales promotions
 Observe market and competitive trends
A Sales Representative’s Challenges
A Sales Representative:
 Seldom visits the office
 Needs access to the system everywhere and at any time
 Needs a lot of information from:
 Different sources (external and internal)
 Several systems (such as CRM, R/3, BW, 3rd party
systems)
 Must be able to provide the right customers with the
right information at the right time
 Must be able to enter data quickly and easily
 Needs to balance customer needs, company objectives
and personal goals
 Is not necessarily an expert system user
How to Meet the Challenges?
People-Centric CRM helps the sales rep to meet

these challenges, achieve the objectives and fulfill
his tasks:
 Provides single point of access to information, services and
transactions located in multiple systems and locations
 Can be accessed anytime and anywhere
 Provides the most important information at a glance in the form of
overview pages with information from different sources (CRM,
BW, Internet, and so on)
 Accesses operative transactions quickly
 Provides easy and intuitive navigation
 Is easily adaptable; users can personalize pages and
content according to their needs
What is Integrated in the Sales Rep Portal?
Home Activities Account Management Acquisition Sales Products Analytics

Home Sales
 Today  Overview
 Mail / Calendar  Quotations
 Info Center  Orders
 Contracts
Activities
 Billing Documents
 Overview
 Activities Products
 Overview
Account Management
 Products
 Overview
 Accounts Analytics
 Contacts  Overview
 Acquisition Analysis
Acquisition
 Sales Analysis
 Overview
 Product Analysis
 Leads
 My Commissions
 Opportunities
 Sales Planning
 Competitors
“What’s Going On Today?”
A Billing Clerk’s Typical Tasks
Billing clerks are responsible for

moderating the billing process:
 Enter and process invoices, credit memos, and debit
memos
 Verify invoices and handle exceptions
 Monitor and change billing documents
 Cancel billing documents
 Provide billing reports
 Answer and follow up on customer inquiries and
complaints concerning invoicing
 Review account information
 Assist in credit management tasks
 Provide support for the accounts department
A Billing Clerk’s Typical Challenges
A Billing Clerk:
 Uses the system for his daily work. He or she is a
professional user.
 Needs quick access to all the transactions required for

his/her work.
 Must be able to provide the right information and answer

customer inquiries quickly.
What is Integrated in the Billing Clerk Portal?
Home Activities Billing Complaints Accounts
Home Complaints
 Today  Complaints
 Mail / Calendar  Cases
 Info Center
Accounts
Activities  Accounts
 Activities  Contacts
 Net price lists
Billing
 Billing Due List
 Billing Documents
 Collective Runs
“What Should be Billed Today?”
Content
 Introduction
 Sales Analytics

 Technology
 Conclusion
Implementation and Operation
Business Scenarios As Building Blocks

 Matching end-to-end real-world business tasks
 Predefined, ready-to-use business content that can
be adapted to individual needs
 Process-driven implementation across
components and systems using a fast, modular
approach
 Guidance through the entire implementation and
operation process: blueprinting, configuration,
testing, go-live, operations, monitoring, help desk
organization and maintenance
 SAP Solution Manager as single point of access
and universal platform for implementation and
operations
Content
 Introduction
 Sales Analytics

 Technology
 Conclusion
How mySAP CRM Pushes SAP NetWeaver Ahead
Technical Interaction SAP NetWeaver™ Channel Management,

Channels like Internet, E-Commerce
Mobile Devices, Interaction People Integration
Center Multi-Channel Access
Composite Application Framework

Info Center,
Portal Collaboration
Content Management,
People-Centric CRM Knowledge Warehouse
Life Cycle Management

Information Integration
Business Knowledge
Analytical CRM Intelligence Management CRM MDM, Multiple
Back-Ends
Master Data Management
SAP Exchange Collaborative Business

Process Integration
Infrastructure / CRM Maps, Solution Manager,
Middleware Integration Business Process
Broker Management
Business Scenario
Documentation
SAP Web Application Application Platform

Server J2EE ABAP
Solution Manager,
Designer, Easy
DBand
DB andOS
OS Abstraction
Abstraction Enhancement Workbench,
Object Navigator
BAPIs as Web Services /
People-Centric UI based … .NET WebSphere
on Service Interfaces
Workforce Management, CRM Enterprise
E-Commerce, etc
Content
 Introduction
 Sales Analytics

 Technology
 Conclusion
Business Benefits of mySAP CRM Sales
mySAP CRM Sales equips

organizations with the tools
necessary to
 Increase market share

 Drive revenues
 Reduce the cost of selling
 Increase customer satisfaction
 Increase sales team
productivity
 Optimize all sales channels

Overview of MySAP CRM Sales

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mySAP CRM

 Roles in mySAP CRM Sales

 SAP AG 2003, mySAP CRM Overview Presentation: mySAP CRM Sales / 2

 Roles in mySAP CRM Sales

 SAP AG 2003, mySAP CRM Overview Presentation: mySAP CRM Sales / 3

Do you interact with your customers consistently across all channels?

Can your customers drive self-service interactions conveniently for

Do you integrate sales, marketing, and service with all aspects of

Is your management of customer relationships a source of competitive

Do you know what your customer retention rate is?

 SAP AG 2003, mySAP CRM Overview Presentation: mySAP CRM Sales / 4

The Solution is Complete

 SAP AG 2003, mySAP CRM Overview Presentation: mySAP CRM Sales / 5

mySAP CRM Sales

 SAP AG 2003, mySAP CRM Overview Presentation: mySAP CRM Sales / 6

mySAP CRM 4.0

 SAP AG 2003, mySAP CRM Overview Presentation: mySAP CRM Sales / 7

 Roles in mySAP CRM Sales

 SAP AG 2003, mySAP CRM Overview Presentation: mySAP CRM Sales / 8

Empower sales people through information

Build better customer knowledge

Increase customer satisfaction

Improve customer loyalty

Improve customer retention

 SAP AG 2003, mySAP CRM Overview Presentation: mySAP CRM Sales / 9

Quotation & Order Shopping Basket Interactive Selling &

Account & Contact Quotation & Order Incentive & Commission

Account & Pricing & Interactive Quotation & Multi-tier Sales

Distributed Catalog & Distributed Order & Hosted Order

 SAP AG 2003, mySAP CRM Overview Presentation: mySAP CRM Sales / 10

If the prospect is interested,

 SAP AG 2003, mySAP CRM Overview Presentation: mySAP CRM Sales / 11

Your sales methodology defines an activity plan for the sales

Quotations are created based on the opportunity data.

The high-quality sales cycle leads into an agreement and the

Before delivery, credit management is executed to minimize

The complete supply chain execution process is fully integrated

Billing can be triggered based on the delivery or order items.

Sales performance analysis gives a complete overview of past,

 SAP AG 2003, mySAP CRM Overview Presentation: mySAP CRM Sales / 12

 SAP AG 2003, mySAP CRM Overview Presentation: mySAP CRM Sales / 13

Faster response time

Focused sales force through qualified leads

Better service through real-time response on product

Increased time for selling

Sales force concentrated on profitable customers

Optimized mix of channels

 SAP AG 2003, mySAP CRM Overview Presentation: mySAP CRM Sales / 14

Quotation & Order Shopping Basket Interactive Selling &

Account & Contact Quotation & Order Incentive & Commission

Account & Pricing & Interactive Quotation & Multi-tier Sales

Distributed Catalog & Distributed Order & Hosted Order

 SAP AG 2003, mySAP CRM Overview Presentation: mySAP CRM Sales / 15

Provide an integrated and scalable

Integrated Interaction Center technology

Part of the global CRM solution

 SAP AG 2003, mySAP CRM Overview Presentation: mySAP CRM Sales / 16

A specialized workplace designed for inbound and

All relevant customer information at one glance

Main business scenarios delivered:

Smooth integration of all interaction channels

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