Introduction to CRM

Prepared by: Natraj Rangoju

Jan 2013

Agenda

Introduction to SAP CRM Q&A

Introduction to SAP CRM Overview

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Introduction of CRM

Definition Need of CRM Importance of CRM Process

SAP CRM

What is SAP CRM SAP CRM Marketing SAP CRM Sales

Introduction of CRM

Customer Relationship Management, is a company-wide business strategy designed to reduce costs and increase profitability by solidifying customer loyalty. It includes capture, storage & analysis of customer information to give one, holistic view of each customer in real time to make quick yet informed decisions

Need for CRM

To meet the changing expectation of customers due to:

social and demographic factors. economic situations. educational standards. competitors product Experience.

To manage the dissatisfied customer

CRM Involves

Shifting the focus from product to customer. Considering the offer to what the customer require, not what the organization can make. Integrating the customers.

Importance of CRM

PARETO'S Law

80:20 RULE 20% of customer account for 80% of turn over 20% of customer account for 80% of profit 20% of customer account for 80% of all your problems

Process

Whenever there is sales or service related interaction with customers, all of these information are collected, stored in appropriate place and then analyzed properly to take decisions. Whenever there is a opportunity Sales team collects the relevant data regarding that perspective deal and draw their own conclusions about:

Perspective customer Expected budget Total spending Product interested in Competitors

Requirements

There are three key elements to a successful CRM initiative: people, process, and technology. People

The people throughout a company-from the CEO to each and every customer service rep need to buy in to and support CRM. A company's business processes must be reengineered to support its CRM initiative Right technology to drive these improved processes, provide the best data to the employees, and be easy enough to operate

SAP Customer Relationship Management

SAP Customer Relationship Management (SAP CRM) is a comprehensive solution for managing your customer relationships. It supports all customer-focused business areas, from marketing to sales and service, as well as customer interaction channels, such as the Interaction Center, the Internet, and mobile clients.

SAP CRM Process

SAP CRM Marketing

Marketing Environment

Accountability Drives Marketing to Improve

A Typical Marketing Org - Reality

SAP CRM Solution

Marketing Capabilities in SAP CRM

SAP CRM Marketing Process

Plan

Target

Execute

Analyze

SAP CRM Sales

The Sales functionality of SAP CRM 7.0. ensures consistency, effectiveness, and predictability throughout the sales cycle It enables you to manage your sales cycle, starting with creating appointments and business opportunities, through to managing sales orders, contracts, and invoicing. It also allows you to organize and structure your sales territories according to your business requirements.

Sales Benefits

Enables sales organizations to manage current sales opportunities more effectively while decreasing the time and costs associated with acquiring new customers. It also provides sales managers with the capabilities they need to forecast sales activities, analyze sales pipelines, target crossselling and up-selling opportunities,and promote collaboration in team-selling environments.

Sales Functionality

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

SAP CRM Sales Overview

Account and Contact Management

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. Optimal customer service with organization, planning, and monitoring of all activities Allows reps to schedule and manage simple and complex tasks, for better time management, lower costs, and increased productivity.

Activity Management

SAP CRM Sales Overview

Opportunity Management

Better management of the sales cycle, using a sales methodology based on your best practices to empower your sales force Give sales professionals complete visibility into each sales opportunity, this includes identifying key decision makers, sales histories, milestones, progress, outbound activities, and internal tasks.

SAP CRM Sales Overview

Quotation and Order Management

Integration of all communication channels and support of the complete document flow, from inquiry and quotation to sales order or contract, including released orders. Allows sales reps to easily configure, price, and create quotes for customers, and to generate follow-up activities such as sales orders.

SAP CRM Sales Overview

Sales planning and forecasting

Flexible planning from bottom up or top down based on organization, product categories or sales figures Allows your organization to provide graphical analysis and reporting of all planning and forecasting information Allows monitoring and management of sales force Sales managers to define territories based on product, geography, size, revenue etc. Managers can assign sales rep. for each territory

Territory management

SAP CRM Sales Overview

Contract Management

Capability for users to easily and automatically develop, verify, revise, and submit contracts tailored for each customer, to establish and maintain a longterm relationship Allows you to work with customers to develop and revise customized contracts and long-term purchasing agreements.

SAP CRM Sales Overview

Sales Analytics

Complete overview of past and present sales performance, simplifying sales force management and decision making interactive application to plan quotas and manage pipeline activity. It allows sales professionals to:

Pipeline Performance Management

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

Contract to Bill process flow

Any Queries?

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Contract to Bill process flow

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