CRM Sales Overview

CR1003 - SAP CRM Sales overview- v1.
India SAP CoE, Slide 1
CRM Sales Overview

1
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Origin of Sales Process

Lead Generation
Lead Qualification
Transfer to Sales
Opportunity
Maintenance
VIA Marketing Campaign

By Actively taking up contact with BP
Status Allocation
Support from Questionnaire
Workflow triggered by a certain

status. ( for Example HOT)
Create Opportunity
Maintain Opportunity
Sales Cycle in CRM

Hot Lead
Opportunities
Quotation
Analysis
Order
Sales Cycle in CRM

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
CRM- Sales Overview

Prepare Me
1
Tell Me
2
3
Show Me
Let Me
Help Me
CRM Sales Overview

Sales Cycle in CRM
Opportunity Management
Activity Management
Quotation and Order Management
Contract Management
Territory Management
Account and Contact Management
Visit Planning
Rebate Management
CRM Sales Overview

Sales Cycle in CRM
Activity Management
Contract Management
Visit Planning
Rebate Management
CRM Sales Overview

Checks and Accepts it
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
Sales
Representative
Sales Processes
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.

mySAP CRM integrates all communication channels and supports
the entire document flow form inquiry and quotation to order or
contract, including contract cancellations.
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.
CRM Sales Overview

Sales Cycle in CRM
Activity Management
Contract Management
Visit Planning
Rebate 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
From Lead to Transaction

Lead
Opportunity
With or without use of Sales Methodology
Marketing
Activity
Quotation
Order
Contract
Sales
Phases in the Opportunity

Phase-1
Identify
Sales
Possibility
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 Methodology - Elements

Opportunity Plan
Sales Assistant
Project goals
Buying Centre
Opportunity
Reporting Analysis
Opportunity Assessment
Competitor Analysis
Sales Methodology - Sales Assistant

The sales
assistant
provides sales
personnel with
a checklist of
tasks and
business
activities to be
performed for
each phase of
the opportunity
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
Sales MethodologyBuying Center

Business
Analyst
-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
Exchanging Opportunities with

Mobile Sales
CRM Mobile Sales
CRM Enterprise
R/3
Opportunity System Settings

Sales Cycle and Phases
Define Sales Cycle
Define Phases
Assign Phases to Sales Cycle
Classifications
Opportunity Group
Status
Status Profile
Priority
Origin
Status Reason
Document Flow : Example

Opportunity
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)
Copying vs. Follow-up Transaction

Copying
1. Header and Item
Data is copied
2.Transaction type is
Identical
3.No reference to
source document:
Therefore the
document flow is
not updated
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
CRM Sales Overview

Sales Cycle in CRM
Activity Management
Contract Management
Visit Planning
Rebate Management
Types of Activity
Private Appointment
Sales Call
E Mail
Task
Business
Activity
Activity
Telephone call
Task
Structure of Activities
Header
Description of Transaction,
Category.
Date and time, Partner Info.
Tab page
Overview
Reason and Goal

General Information
Priority, Completion, Result.

Partners
Additional
Tab pages
Texts, Dates,
Questionnaires
Organization , Address
Business Transaction Category

Activities
Business Activity
Task
Business Partner not
required
Business Partner Required

Assignment of responsible
Employee required
Assignment of responsible
Employee required
Always Public
Public or Private
Transaction Types
Transaction Types
Telephone Call
Private appointment
Sales Call
Internal Meeting
Opportunity
Follow-up Activities
Sales Call
Telephone call
Creating a
follow-up
Activity
c.control
Sales Call
Copying an Activity
Sales Call
Copy Control
You can copy an existing business transaction and use it as

the basis for a subsequent transaction
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 Maintenance for Journals

The activity journal templates are predefined forms with productrelated and non-product related fields that can be filled or left blank.
Select additional fields
Template Type
Assign Transaction types and

Categories
Assign Territories
Proposal
Define Validity period

Assign Template types
Template
Assign Transaction types and

Categories
Assign territories
Assign Target Groups
Customizing Activity Journals

Item Categories and
determination
Determination
procedures for
listings/Exclusion
Activity Journals
Industry specific
fields / Additional
fields
Display frequency
of Activity Journals
Integration of the Survey Tool

Integration of Surveys and Questionnaires
Activity
Transaction Type
Category
Status
Sales Organization
Dis.Channel
Division
Territory
Multiple Assignment
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.
Groupware integration with

CRM Enterprise is serverbased
CRM
Business Activities
and Tasks
Lotus Notes
CRM Sales Overview

Sales Cycle in CRM
Activity Management
Contract Management
Visit Planning
Rebate Management
Quotation & Order Management

Create Inquiry
Create Quotation
Analyze
Sales
Processes
Create Sales
Order
Monitor Status
of Order
Create
Invoice
Create
Delivery and
PGI
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
Customer : Bharat Singh
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
Sold to Party : Bharat Singh
Status
Nokia Model -6610M
5pc
Quotation
Nokia with FM - 1700M
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
Status Change: Quotation- Order

Create Follow up Transaction
Quotation
Sales Order
Creation of separate
transactions for quotation
and sales order.
Changing the Item status
Creation of single
transaction: Status
describes whether the Item
is an inquiry, quotation or
order item.
Quotation
Sales Order
Source for Sales Order in CRM

Internet
Mobile
Order
Handheld
CIC
R/3
Distribution of Sales Order

Sales Order
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.
Distribution: Required customizing in CRM and R/3

CRM
R/3
IMG
IMG
Transactions -Basic
Settings
Sales Documents
Transaction Type
Sales Document type

Item Categories
Item Categories
Sales call -TA
Standard Order -TA
Sales Order Scenario: CRM-R/3

Sales Order
Status
Successfully
Distributed
Sales Order
Delivery
Completely
Processed
Completely
Processed
Transport
Billing
CRM Billing
Special Functions in Quotation and

Order Management
Product Determination
Product substitution
Partner/Product Range
Free Goods
Availability Check
Credit management
Structured Products
Batch Processing
Product Determination
You Can determine and substitute products during sales
document processing
Product determination
Alternative Product IDs
GTIN
Own
Attributes
Partner Product
Number
Product Substitution
If you enter a product manually the system can automatically
replace it with an alternative product
For Example:
Seasonal Promotions
Discontinued Products
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.
Exclusive Free Goods

Example: The customers
orders 4 mobile phones
and gets one ipod for
free.
Availability Check : Process

SAP CRM
SAP APO
Sales Order
Requirements
200pcs NT1120
100pcs 20 June
20June
100pcs 25June
ATP Profile: 200
ATP Profile 200
SAP ERP
Sales Order
200pcs NT1120
100pcs 20 June
100pcs June 25
Materials
Planning
Credit Management : Process

SAP CRM
SAP R/3
Credit Master Data
Sales order
Customer 2992
Item 1
Credit Limit: 10000$
Item 2
OR
Sales order
Item 1 ok
Item 2 ok
Risk Cat: High Risk
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
Desk Top Computer - 1 PC

Consists of :
Laser Printer
- 1pc
Cordless Mouse 1 pc
The system can carry out

single-level explosion of
structured products in a
business transaction in CRM
Online.
LCD Monitor
- 1pc
Complete Price- 3000USD
Batch Processing in Order Management

A batch is a sub set of a product
that has the same characteristic
as the original product.
Example: Different Production
Lots
( Pharmaceutical
products) or quality grades of a
material.
In the sales document ,you can

enter:
A Batch Number
OR
Batch Properties
CRM Sales Overview

Sales Cycle in CRM
Activity Management
Contract Management
Visit Planning
Rebate Management
Contract Management
Customer agrees to
Continue the Contract
Winning
Opportunity
At the end date

of the Contract
Sales Representative
contacts Customer
for renewal
Customer
Negotiation
Creating Contract
With favorable
Conditions
Customer orders product

Against Contract
Sales Manager
Releases Contract
Customer accepts
contract
Quantity and Value Contracts

Quantity Contract
Value Contract
It is an agreement that a Customer

will buy a certain quantity of
product during a specified period.
It is an agreement that a customer

will buy certain value of product
during a specified period.
Customer: ABC Inc

Valid Up to: 01/05 to 06/07
Customer: ABC Inc

Valid Up to: 01/05 to 06/07
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
Contract Management: Features

Authorized Products
Follow-up Activities
Released Products
Cancellation
Pricing Agreements
QCTR Quantity Contract
VCTR Value Contract
Completion Rules
Contract Determination
Validity dates and

Date rules
Partners Authorized to Release

against a Contract
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?
Create Phone Call as follow-up activity
Actions
If?
If released value is < 90% of target

value
Schedule
Condition
When?
Start
Condition
One week before contract end

date
Integration of Contracts between

CRM and R/3
Contracts have a long shelf life. For customers who wise to use CRM as the
leading system for contract management, it is possible to download
SAP R/3 contracts to CRM system.
R/3
R/3 Contracts
CRM
Data transfer
R/3 Contracts
CRM Sales Overview

Sales Cycle in CRM
Activity Management
Contract Management
Visit Planning
Rebate Management
Why Territory Management ?

Which BP
belongs to a
particular
Territory?
Reflects the
market view of
an organization
Territory
Management
Who has the
highest
revenue?
Who is responsible
for a particular
Territory ?
Which products
can be offered in a
particular
Territory?
Territory Management in Sales
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.
Beverage n Food Company
Bottles
Jay
Hierarchy
Levels
Soft Drinks
Cans
Prasad
Allocating employees to the territory

Org. Unit
Sales US West
Sales Office
Carson City
Position
Sales Manager
Sales US East
Denver
San Diego
Sales Representative
Beverage n Food Company
Employee
Jane Miller
Rob Williams
CRM Sales Overview

Sales Cycle in CRM
Activity Management
Contract Management
Visit Planning
Rebate Management
Account Planning in CRM

Definition
An account plan is a specification of
product revenue or volume to be sold in a
future period to a particular account
(customer).
An account plan is embedded in the CRM
Account Planner application but is based
on SAP Net Weaver Business Intelligence
(BI) functions. It contains key figures
from a BI InfoCube that are relevant to
planning, such as the previous year's
sales figures, and promoted and nonpromoted sales for this year.
Authorization Checks and Product

Validation
In Account Planner, you can specify what sort of authorization
checks and product validation the system uses, if any. You do
this to determine who can plan for a particular account, and
with which products.
If you use sales order management as well as Account
Planning, we recommend that you use partner/product ranges
(PPRs) or listings consistently in both areas.
Status Management in Account

Planning
An account plan is not a static object. It has its own life cycle
that begins with its creation and ends with its closure or
cancellation. During this time, the account plan is changed by
different business transactions
The current status of an account plan determines which
business transactions can be executed for the account plan.
The current status of an account plan is defined by status
management. Statuses can be set by the system or by a user.
Key Figure Planning in Account

Planning
Account Planner can use planning content from the Business
Planning and Simulation (BPS) planning tool in SAP Net
Weaver Business Intelligence (BI). The BPS planning tool is
integrated in Account Planner; the system automatically
connects with the BI system when you do key figure planning.
This means that you can display and enter planning data
directly from Account Planner.
Account Processing in CRM

System
looks in
Philips
Electronic
s master
data.
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
Org Data for your

company
The System
looks in ORG
data for your
company.
Find Madhu
and enters
him in the
sales order
CRM Sales Overview

Sales Cycle in CRM
Activity Management
Contract Management
Account and Contact management.
Visit Planning
Rebate Management
Visit Planning- Business scenario

2
Activity
Scheduling and
Calendar
Activity
Journals
Activity
Management
Create and
Maintain a visit
Plan
Assists the planning

and execution of sales
process
5
Self surveys as
Business
Activity
4
Display route
for the planned
visit
Visit Plan Information

Planning
Trans.Type/Category
Person Responsible
Business Hours
Visit Planning
Territory Hierarchy
Status
Business Partner
Visit Planning Activity Scheduling

Visit Planning
Schedule Activities:
Activity Scheduling
Capture Planning Data

Select Business Partner
Calendar Entry
Checking visit times

defined in Business
Partner.
Visit Planning Calendar Entry

Visit Planning
Activity Scheduling
Calendar Entry
In the Calendar,
Activity proposals
can be accepted,
rejected and if
necessary
postponed
CRM Sales Overview

Sales Cycle in CRM
Activity Management
Contract Management
Account and Contact management.
Visit Planning
Rebate Management
Rebate Management -Overview

Create Rebate
Agreement
You define the details of the rebate in

the rebate agreement
Cumulate sales
volume and Post
Accruals
The system cumulates the sales and

post accruals, if a billing document is
transferred to accounting
Release rebate
agreement for final
settlement
The rebate agreement is released for

final settlement
Settle rebate
agreement and
resolve accruals
Settlement is trigged via the due list. The

system calculate the rebate, generate a credit
memo request and resolves the 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
Validity : 06/07 to 06/09

Item
10
Products:
Rebate Material
Rebate Conditions
Mobile Phones
from 100 pcs 10%
CRM Sales Overview

1
Prepare Me
2
Tell Me
3
Show Me
Let Me
Help Me
Transaction type & Item Category

Menu Path: IMG Customer Relationship
Management Transactions Basic
Settings Define Transaction Types.
IMG Customer Relationship Management
Transactions Basic Settings Define
Item Category, Define Item category usages,
Define Item category Group, Define Item
Category Determination.
Define Transaction Type

Define
Transaction Type
and Description
Assignment of Bus.Tra.Category & Customizing at

Header Level
Business
Transaction
Category
Header
Level
Define Item Category
Define Item
Category
Assign Business Transaction Category
Business
Transaction
Category
Customizing at Item Level
Item Level
Item Category Determination
Item Category Determination

Transaction type+
Itemctygroup+ ItemCty Usage+
Higher level Item
Define Copying control for

Transaction Type.
Enter a source
transaction type and
a target transaction
type
Activities- Maintain Categories

Maintain
Categories
Activity Assign Categories to

Transaction Type
Assign Categories to
Transaction Type
Opportunity-Define sales cycle
Sales
Cycle
Details
Opportunity-Define phases
Phase
Details
Assign Phases to Sales Cycle
Opportunity : Survey Suite
Questionnaire for
Opportunity
Opportunity : Survey Builder
Partner Product Range

Management Master Data Partner / Product
Range Basic Settings Define general settings
for Partner/ Product Range.
Master Data Partner / Product Range Basic
Settings Define Partner /Product Range Types.
Master Data Partner / Product Range Rules
General settings for PPR
PPR Type
Assignment for
Transaction
Types
Partner Product Range Types
PPR Types
Partner Product Range : Rule
PPR Rule
Product Rule
BP Rule
Validity Period
Rule
Actions
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.
Actions in Sales Transaction
Define
Action &
Action
Profile
Conditions for Actions
Schedule condition, Start Condition,

Processing Details.
Assign Action Profile to Transaction

Type
Assign
Action
Profile
Free Goods
Management Basic Functions Free
Goods Set Up Free Goods Create Free
Goods Determination Procedure.
Basic Functions Free Goods Set Up
Free Goods Assign Free Goods
Determination Procedure.
Create Free Goods Determination

Procedure
Free
Goods
Control
Data
Assign Free Goods Determination

Procedure
Assign with ORG ,

Dist. channel ,
Division .
Menu Path: IMG Customer
Relationship Management Basic
Functions Product Substitution
Set Up Product Substitution
Condition Tables Condition Types
Define determination Procedure.
Product Substitution Procedure

Elements
Credit Management
IMG Customer Relationship
Management Basic Functions
Credit Management Assign Credit
Group to Item Category.
Management Basic Functions
Credit Management Activate Credit
check in Transactions.
Assign Credit group to Item Category
Credit
Group
Activate Credit check in

Transaction Type
Credit
Check
Availability Check
Settings Define Item Categories,
Assignment of Business Transaction
Categories, Customizing Item.
Availability Check Using APO
Using
APO
Availability Check Using ECC
Using
ECC
Assign Date Profile

Settings Define Transaction Types
Select Transaction and view.
Transactions Basic Settings Define
Item Category.
Assign Date Profile to Transaction Type
Date
Profile
Assign Date Profile to Item Category
Date
Profile
Account Planning- Planning Periods
Planning
Periods
Account Planning- Key figure planning
Planning
Profile
Groups
Account Planning- Assign Condition

generation Type
Condition
generation Type
Account Planning Menu Path
CRM SALES Overview

Prepare Me
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.
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.
Activities
Maintain Categories, Goals and Priorities.

Define Activity Reasons.
Define Catalogs, codes, code groups.
Define Subject profile.
Assign Status and Subject profile for each
Transaction Type.
Define default values for Visit plans and
Activity scheduling.
CRM Sales Overview

Prepare Me
Tell Me
2
3
Show Me
Let Me
Help Me
Opportunity
Management Transactions Settings
for Opportunities Define Sales cycle
and phases.
for Opportunities Sales Methodology
Assign Questionnaire to Transaction Type.
Activities
for Activities Maintain Categories , goals
and Priorities.
for Activities Define Activity Reasons
Define code group profile.
Copying Control
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
for Opportunities Sales Methodology
Questionnaire for Opportunities Define
questionnaire Define Determination for
Questionnaires Define Determination
Criteria for Questionnaires Assign
Questionnaire to Transaction Type.

CRM Sales Overview

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CR1003 - SAP CRM Sales overview- v1.

India SAP CoE, Slide 1