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Prepare Me
2
Tell Me
3
Show Me
Let Me
Help Me
Lead Qualification
Transfer to Sales
Opportunity
Maintenance
Status Allocation
Support from Questionnaire
Create Opportunity
Maintain Opportunity
Opportunities
Quotation
Analysis
Order
Customer Retention
Opportunity
Management
Face to Face
Customer Service
Mobile
Sales Cycle
Sales
Cycle
Telephone
Interaction Centre
E Selling
Agreement
Billing
Logistics Execution
India SAP CoE, Slide 5
2
3
Show Me
Let Me
Help Me
Visit Planning
Rebate Management
India SAP CoE, Slide 7
Opportunity Management
Activity Management
Quotation and Order Management
Contract Management
Territory Management
Account and Contact Management
Visit Planning
Rebate Management
India SAP CoE, Slide 8
Sales
Representative
Hot Lead
Assign Products
Sales
Representative
Lead Qualifier
Sales Methodology
Sales
Representative
Win/Loss Analysis
Sales Manager
Sales Overview
Qualifies opportunity
Sales
Representative
Create Sales Order
Value Proposition
Sales
Representative
Creates Quotation
Sales
Representative
India SAP CoE, Slide 9
Sales
Representative
Sales Processes
Opportunity Management
With the opportunity Management you can manage the sales
process. You do this using a Sales Methodology based on your
best practices so as to empower you sales force.
Contract Management
Contract Management allows users easily and automatically to
develop, revise and submits contracts tailored for each customer.
This enables you to maintain long term customer relationship.
India SAP CoE, Slide 10
Contract Management
Territory Management
Account and Contact Management
Visit Planning
Rebate Management
India SAP CoE, Slide 11
Opportunity Management
Generating and
Qualifying the lead
Customer Retention
Opportunity
Management
Face to Face
Customer Service
Mobile
Sales Cycle
Sales
Cycle
Telephone
Interaction Centre
E Selling
Agreement
Billing
Logistics Execution
India SAP CoE, Slide 12
Opportunity
With or without use of Sales Methodology
Marketing
Activity
Quotation
Order
Contract
Sales
Phase-2
Research
Customer
Information
New Customer
Staff
10%
25%
Phase-3
First
Face to Face
Contact
Sales and
Distribution
60%
Success Probability
Phase-X
Close the
Deal
Contract
100%
Contents of Opportunity
Sales
Cycle
Forecasting
Business Partners
Organization
Management
Products
Classification
Attachments
Sales Assistant
Project goals
Buying Centre
Opportunity
Reporting Analysis
Opportunity Assessment
Competitor Analysis
Generate
Lead
Extend
Business
Relationship
Order
Completion
Qualify
Opportunity
Sales
Process
Reach
Agreement
Present
Solution
Value
Proposition
Recommended
Activities
Contact decision
Maker
Identify customer
Usage
Draw up proof of
Profitability
-Large Influence
-doesnt know us
Sales Manager
IT Director
Good
Relationship
Large Customers
Small Customers
-High Influence
-Support us
Retail
-High Influence
-Impressed
Production
Project Manager
CRM Enterprise
R/3
Define Phases
Classifications
Opportunity Group
Status
Status Profile
Priority
Origin
Status Reason
Activity
Lead
Opportunity
Activity
Quotation
Activity
Sales Order
Activity
Copy Control -1
Lead
Returns
Opportunity
Complaints
Quotation
Tele Sales
Copy Control -2
Header
Item
Transaction Type:
Transaction Type:
Quotation( AGN)
Order( TA)
Opportunity (OPPT)
Quotation( AG)
Item Category
Item Category
Quotation( AGN)
Order (TAN)
Follow-up Transaction
1. Header data is
copied
2. Item can be
individually copied
3. Transaction type
for follow-up
document can be
chosen.
4. Reference to
source document
exists:i.e.document
flow is updated
Contract Management
Territory Management
Account and Contact Management
Visit Planning
Rebate Management
India SAP CoE, Slide 25
Types of Activity
Private Appointment
Sales Call
E Mail
Task
Business
Activity
India SAP CoE, Slide 26
Activity
Telephone call
Task
Structure of Activities
Header
Description of Transaction,
Category.
Tab page
Overview
Additional
Tab pages
Texts, Dates,
Questionnaires
Organization , Address
Business Activity
Task
Business Partner not
required
Assignment of responsible
Employee required
Always Public
Public or Private
Transaction Types
Transaction Types
Telephone Call
Private appointment
Sales Call
Internal Meeting
Opportunity
India SAP CoE, Slide 28
Follow-up Activities
Sales Call
Telephone call
Creating a
follow-up
Activity
c.control
Sales Call
Copying an Activity
Sales Call
Copy Control
Activity Journal
With Activity Journals,
you can record and
update information
gathered from
customer visits or
Telephone calls.
It contains Product
related information
such as what products
were discussed with
the customer or the
number of samples
given to the customer.
Products
Discussed
: SP12,
SP13
Number of Samples : 5,
Priority
:high
high
Notes
:Customer is
interested
Template Type
Assign Territories
Proposal
Template
Determination
procedures for
listings/Exclusion
Activity Journals
Industry specific
fields / Additional
fields
Display frequency
of Activity Journals
Activity
Transaction Type
Category
Status
Sales Organization
Dis.Channel
Division
Territory
Multiple Assignment
India SAP CoE, Slide 33
Groupware Integration
You can integrate CRM
Activity Management with
groupware applications,
that is, Microsoft Outlook
and Lotus Notes, allowing
you to synchronize
business activities and
tasks in your CRM calendar
and your own groupware
calendar.
CRM
Business Activities
and Tasks
Lotus Notes
Contract Management
Territory Management
Account and Contact Management
Visit Planning
Rebate Management
India SAP CoE, Slide 35
Create Quotation
Analyze
Sales
Processes
Create Sales
Order
Monitor Status
of Order
Create
Invoice
Create
Delivery and
PGI
India SAP CoE, Slide 36
Inquiry Processing
Customer asks for
detailed information
about specific goods, in
particular, prices.
An Inquiry is a sales
Transaction with the
special status INQUIRY at
Item level.
You create an activity in
order to take up personal
contact with the business
partner at a later date, if
necessary
Inquiry
Status
Nokia Model
5 pc
Inquiry
With FM option 5 pc
Inquiry
Quotation Processing
Quotation is legally binding
offer to deliver specific
products in a specific time
frame at a predefined price.
A Quotation is a sales
Transaction with the special
status Quotation at Item level.
You can create the quotation
with reference to the inquiry.
A quotation can be copied or
converted in to a sales order.
Quotation
Status
5pc
Quotation
5 pc Quotation
Quotation Functions
Validity
Status
Actions
Quotation
Probability
Availability
Check
Alternative
Item
Distribution of Quotations
Quotation
Mobile Sales
Quotation
CRM Enterprise
R/3
Quotation
Sales Order
Creation of separate
transactions for quotation
and sales order.
Creation of single
transaction: Status
describes whether the Item
is an inquiry, quotation or
order item.
Quotation
Sales Order
Mobile
Order
Handheld
CIC
R/3
Sales Order
R/3
Only sales orders that are complete and without errors, and that do not
have a distribution lock, are automatically transferred from CRM
Enterprise to SAP R/3.
R/3
IMG
IMG
Transactions -Basic
Settings
Sales Documents
Transaction Type
Item Categories
Sales Order
Delivery
Completely
Processed
Completely
Processed
Transport
Billing
CRM Billing
Product Determination
Product substitution
Partner/Product Range
Free Goods
Availability Check
Credit management
Structured Products
Batch Processing
India SAP CoE, Slide 46
Product Determination
You Can determine and substitute products during sales
document processing
Product determination
GTIN
Own
Attributes
Partner Product
Number
Product Substitution
Product Substitution
If you enter a product manually the system can automatically
replace it with an alternative product
For Example:
Seasonal Promotions
Discontinued Products
Partner/Product Range
Partner/Product Range
Assignment of
BP
BP Group
Hierarchy
Marketing
Segments
Rules
Assignment of
Products
Product category
Product Hierarchy
Rules
Assignment
of
Validity
Periods
Free Goods
Inclusive Free Goods
Example: The customers
orders 4 watches, But only
pays for 3.
SAP APO
Sales Order
Requirements
200pcs NT1120
100pcs 20 June
20June
100pcs 25June
SAP ERP
Sales Order
200pcs NT1120
100pcs 20 June
100pcs June 25
Materials
Planning
SAP R/3
Credit Master Data
Sales order
Customer 2992
Item 1
Item 2
OR
Sales order
Item 1 ok
Item 2 ok
Sales order
Item 1 ok
Item 2 ok
Work
flow
OR
Sales order
Item 1 ok
Item 2 ok
Delivery
Sales order
Item 1 ok
Item 2 ok
Delivery
Structured Products
You can enter a structured
product in a sales transaction.
The system carries out a single
level explosion of this
product.
Examples
- 1pc
Cordless Mouse 1 pc
LCD Monitor
- 1pc
A Batch Number
OR
Batch Properties
India SAP CoE, Slide 54
Contract Management
Territory Management
Account and Contact Management
Visit Planning
Rebate Management
India SAP CoE, Slide 55
Contract Management
Customer agrees to
Continue the Contract
Winning
Opportunity
Customer
Negotiation
Creating Contract
With favorable
Conditions
Sales Manager
Releases Contract
Customer accepts
contract
Value Contract
Item
10
Product
Category
Handheld
Target Value
1000 pc
-5 USD discount
Item
10
Product
Category
High Tech
Target value
10,000 USD
-10% discount
Released Products
Cancellation
Pricing Agreements
QCTR Quantity Contract
VCTR Value Contract
Completion Rules
Contract Determination
Authorized
Sold to Party
Sold to Party
Sold to Party:
CG Inc.
Authorized
Sold to party:
IBM Inc.
HP Inc.
Group Hierarchy
Information in Contracts
Products
Conditions Groupings
Pricing Agreements
Header Level: Discount -5%
Item Level: Price 100$
Actions
To ensure an excellent customer relationship, you can define actions
with certain activities that takes place during contract term.
What?
Actions
If?
Schedule
Condition
When?
Start
Condition
R/3
R/3 Contracts
CRM
Data transfer
R/3 Contracts
Contract Management
Territory Management
Account and Contact Management
Visit Planning
Rebate Management
India SAP CoE, Slide 63
Reflects the
market view of
an organization
Territory
Management
Who has the
highest
revenue?
Who is responsible
for a particular
Territory ?
India SAP CoE, Slide 64
Which products
can be offered in a
particular
Territory?
Sales analysis
by Territory
Territory
Hierarchy Planning
Territory Determination
In Business Transaction
Territory
Maintenance
Territory Structures
Using Hierarchy levels like Business Units, Product lines, or regions
you can define
Structure of the hierarchy according to your sales market requirements.
Bottles
Jay
Hierarchy
Levels
Soft Drinks
Cans
Prasad
Sales US West
Sales Office
Carson City
Position
Sales Manager
Sales US East
Denver
San Diego
Sales Representative
Employee
Jane Miller
Rob Williams
Contract Management
Territory Management
Account and Contact Management
Visit Planning
Rebate Management
India SAP CoE, Slide 68
Sales Order
Sold to Party : Philips Electronics
Ship to Party : Philips Storage
Bill to Party : Philips Electronics
Payer- Philips Enterprises
Employee Responsible : Madhu
Business
Partner Master
data for Philips
Electronics
The System
looks in ORG
data for your
company.
Find Madhu
and enters
him in the
sales order
Contract Management
Territory Management
Account and Contact management.
Visit Planning
Rebate Management
India SAP CoE, Slide 74
Activity
Journals
Activity
Management
Create and
Maintain a visit
Plan
5
Self surveys as
Business
Activity
4
Display route
for the planned
visit
Trans.Type/Category
Person Responsible
Business Hours
Visit Planning
Territory Hierarchy
Status
Business Partner
Schedule Activities:
Activity Scheduling
Calendar Entry
Activity Scheduling
Calendar Entry
In the Calendar,
Activity proposals
can be accepted,
rejected and if
necessary
postponed
Contract Management
Territory Management
Account and Contact management.
Visit Planning
Rebate Management
India SAP CoE, Slide 79
Cumulate sales
volume and Post
Accruals
Release rebate
agreement for final
settlement
Settle rebate
agreement and
resolve accruals
Rebate Agreement
A Rebate Agreement is a contract that defines a retroactively granted
discount on the basis of specified goals
Rebate Recipient : CG AG
Products:
Rebate Material
Rebate Conditions
Mobile Phones
Prepare Me
2
Tell Me
3
Show Me
Let Me
Help Me
Header
Level
Define Item
Category
Business
Transaction
Category
Item Level
Enter a source
transaction type and
a target transaction
type
Assign Categories to
Transaction Type
Sales
Cycle
Details
Opportunity-Define phases
Phase
Details
Questionnaire for
Opportunity
PPR Type
Assignment for
Transaction
Types
PPR Types
PPR Rule
Product Rule
BP Rule
Validity Period
Rule
Actions
Menu Path: IMG Customer Relationship
Management Basic Functions Actions Actions
in Transactions.
IMG Customer Relationship Management Basic
Functions Actions Actions in Transactions
Define Action Profiles and Actions & Define
Conditions.
IMG Customer Relationship Management Basic
Functions Actions Actions in Transactions
Assign Action profile to the Transaction Type and
Item Category.
India SAP CoE, Slide 102
Define
Action &
Action
Profile
Assign
Action
Profile
Free Goods
Menu Path: IMG Customer Relationship
Management Basic Functions Free
Goods Set Up Free Goods Create Free
Goods Determination Procedure.
IMG Customer Relationship Management
Basic Functions Free Goods Set Up
Free Goods Assign Free Goods
Determination Procedure.
Free
Goods
Control
Data
Product Substitution
Menu Path: IMG Customer
Relationship Management Basic
Functions Product Substitution
Set Up Product Substitution
Condition Tables Condition Types
Define determination Procedure.
Credit Management
IMG Customer Relationship
Management Basic Functions
Credit Management Assign Credit
Group to Item Category.
IMG Customer Relationship
Management Basic Functions
Credit Management Activate Credit
check in Transactions.
Credit
Group
Credit
Check
Availability Check
IMG Customer Relationship
Management Transactions Basic
Settings Define Item Categories,
Assignment of Business Transaction
Categories, Customizing Item.
Using
APO
Using
ECC
Date
Profile
Date
Profile
Planning
Periods
Planning
Profile
Groups
Condition
generation Type
Tell Me
3
Show Me
Let Me
Help Me
Transactions
Define Transaction types Opportunity,
Quotation, etc
Assign Business transaction categories
and at Header level.
Define Item category , Item category
usage and Item category group.
Define Item category Determination.
Assign Business transaction categories
and at Item Level.
India SAP CoE, Slide 125
Opportunity
Define sales cycle and phases
Define opportunity group, priority and
origin.
Define Questionnaire
Define determination for Questionnaires.
Assign Questionnaire to Transaction type.
Maintain status reason and status profile
for opportunities.
India SAP CoE, Slide 126
Activities
Tell Me
2
3
Show Me
Let Me
Help Me
Opportunity
Menu Path: IMG Customer Relationship
Management Transactions Settings
for Opportunities Define Sales cycle
and phases.
IMG Customer Relationship
Management Transactions Settings
for Opportunities Sales Methodology
Assign Questionnaire to Transaction Type.
Activities
Menu Path: IMG Customer Relationship
Management Transactions Settings
for Activities Maintain Categories , goals
and Priorities.
IMG Customer Relationship
Management Transactions Settings
for Activities Define Activity Reasons
Define code group profile.
Copying Control
Menu Path: IMG Customer Relationship
Management Transactions Basic
Settings Copying control for Business
Transaction Define copying control for
Transaction Types, Define copying control
for Item Categories, Define Item category
Determination when copying.
Sales Methodology
Menu Path: IMG Customer Relationship
Management Transactions Settings
for Opportunities Sales Methodology
Questionnaire for Opportunities Define
questionnaire Define Determination for
Questionnaires Define Determination
Criteria for Questionnaires Assign
Questionnaire to Transaction Type.