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Version 9 crm customer relationship mngt

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Version 9 crm customer relationship mngt

  1. 1. Sales – A/R Customer Relationship Management SAP Business One, Version 9.0
  2. 2. Objectives At the end of this module, you will be able to:  Discuss the options available for customer relationship management in SAP Business One. © 2013 SAP AG. All rights reserved. 2
  3. 3. Business Example  The company’s top goals are to increase sales and customer satisfaction.  The company wants to use pre-sales documents to track the sales pipeline and follow up on customer contacts.  Sales team members use activities to manage their day-to-day responsibilities. © 2013 SAP AG. All rights reserved. 3
  4. 4. Customer Relationship Management Process Activity Sales Order © 2013 SAP AG. All rights reserved. Sales Opportunity Delivery Sales Quotation A/R Invoice Incoming Payment 4
  5. 5. Activities Task Call Meeting Activity Note © 2013 SAP AG. All rights reserved. Other 5
  6. 6. Calendar  Click on Calendar icon to open   © 2013 SAP AG. All rights reserved. Monthly, weekly, or daily views Option to display, schedule or update activities 6
  7. 7. Calendar Activities Double-click in calendar to create an activity © 2013 SAP AG. All rights reserved. 7
  8. 8. BP Activities © 2013 SAP AG. All rights reserved. 8
  9. 9. Alerts for BP activities © 2013 SAP AG. All rights reserved. 9
  10. 10. Recurring Activities © 2013 SAP AG. All rights reserved. 10
  11. 11. Sales Opportunity © 2013 SAP AG. All rights reserved. 11
  12. 12. Opportunity Stages 1st Stage (6%*) 2nd Stage (20%) 3rd Stage (40%) 4th Stage (60%) 5th Stage (80%) First Meeting Lead    Contact at trade fair Contact expresses general interest BP created as lead   600 Euro** You analyze the prospect's needs and identify suitable products You record more info on BP 2000 Euro Won © 2013 SAP AG. All rights reserved. Second Meeting  Negotiations regarding prices, payment terms, and so on Quotation  Quotation is created for the customer Negotiations    4000 Euro ? 6000 Euro Lost Sales negotiations Prospect buys products on basis of quotation Lead becomes a customer 8000 Euro * Success probability ** Potential amount 12
  13. 13. Sales Opportunity Process Step 1 Set up sales stages, competitors, and other parameters Roles Sales Managers Step 2 Enter and manage sales opportunities Sales employees Step 3 Generate opportunities’ reports and do forecasting & analysis © 2013 SAP AG. All rights reserved. Sales managers and sales employees 13
  14. 14. Sales Quotations Sales Quotations:  Can come out of opportunities or activities  Document an offer to a lead or customer  Are not typically binding, but for information  Have a validity period  If accepted, are copied to sales orders to begin the sales process © 2013 SAP AG. All rights reserved. 14
  15. 15. MS Outlook Integration Add-on   Save e-mail messages and attachments as activities  Import tasks and calendar activities into MS Outlook  © 2013 SAP AG. All rights reserved. Import and synchronize contacts Edit, view and create sales quotations 15
  16. 16. Demo: CRM © 2013 SAP AG. All rights reserved. 16
  17. 17. Summary Here are some key points:  Activities document interactions with business partners.  You can set up a one-time activity or a recurring activity.  Activities are automatically recorded in your calendar, in activity reports, and can be displayed in related business objects.  Sales opportunities help you manage the sales cycle for a potential deal with a customer or lead.  Opportunities are structured into stages. For each stage you can predict probability of success and potential sales amount.  Sales quotations document an offer of products at an agreed upon price to a customer for a set validity period.  The MS Outlook Integration add-on can help you manage presales and sales activities. © 2013 SAP AG. All rights reserved. 17
  18. 18. Thanks! You have completed the topic on customer relationship management. Thank you for your time! © 2013 SAP AG. All rights reserved. 18
  19. 19. © 2013 SAP AG. All rights reserved. No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG. The information contained herein may be changed without prior notice. Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors. Microsoft, Windows, Excel, Outlook, PowerPoint, Silverlight, and Visual Studio are registered trademarks of Microsoft Corporation. IBM, DB2, DB2 Universal Database, System i, System i5, System p, System p5, System x, System z, System z10, z10, z/VM, z/OS, OS/390, zEnterprise, PowerVM, Power Architecture, Power Systems, POWER7, POWER6+, POWER6, POWER, PowerHA, pureScale, PowerPC, BladeCenter, System Storage, Storwize, XIV, GPFS, HACMP, RETAIN, DB2 Connect, RACF, Redbooks, OS/2, AIX, Intelligent Miner, WebSphere, Tivoli, Informix, and Smarter Planet are trademarks or registered trademarks of IBM Corporation. Linux is the registered trademark of Linus Torvalds in the United States and other countries. Adobe, the Adobe logo, Acrobat, PostScript, and Reader are trademarks or registered trademarks of Adobe Systems Incorporated in the United States and other countries. Oracle and Java are registered trademarks of Oracle and its affiliates. UNIX, X/Open, OSF/1, and Motif are registered trademarks of the Open Group. Google App Engine, Google Apps, Google Checkout, Google Data API, Google Maps, Google Mobile Ads, Google Mobile Updater, Google Mobile, Google Store, Google Sync, Google Updater, Google Voice, Google Mail, Gmail, YouTube, Dalvik and Android are trademarks or registered trademarks of Google Inc. INTERMEC is a registered trademark of Intermec Technologies Corporation. Wi-Fi is a registered trademark of Wi-Fi Alliance. Bluetooth is a registered trademark of Bluetooth SIG Inc. Motorola is a registered trademark of Motorola Trademark Holdings LLC. Computop is a registered trademark of Computop Wirtschaftsinformatik GmbH. SAP, R/3, SAP NetWeaver, Duet, PartnerEdge, ByDesign, SAP BusinessObjects Explorer, StreamWork, SAP HANA, and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany and other countries. Business Objects and the Business Objects logo, BusinessObjects, Crystal Reports, Crystal Decisions, Web Intelligence, Xcelsius, and other Business Objects products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of Business Objects Software Ltd. Business Objects is an SAP company. Citrix, ICA, Program Neighborhood, MetaFrame, WinFrame, VideoFrame, and MultiWin are trademarks or registered trademarks of Citrix Systems Inc. Sybase and Adaptive Server, iAnywhere, Sybase 365, SQL Anywhere, and other Sybase products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of Sybase Inc. Sybase is an SAP company. HTML, XML, XHTML, and W3C are trademarks or registered trademarks of W3C®, World Wide Web Consortium, Massachusetts Institute of Technology. Crossgate, m@gic EDDY, B2B 360°, and B2B 360° Services are registered trademarks of Crossgate AG in Germany and other countries. Crossgate is an SAP company. Apple, App Store, iBooks, iPad, iPhone, iPhoto, iPod, iTunes, Multi-Touch, Objective-C, Retina, Safari, Siri, and Xcode are trademarks or registered trademarks of Apple Inc. All other product and service names mentioned are the trademarks of their respective companies. Data contained in this document serves informational purposes only. National product specifications may vary. IOS is a registered trademark of Cisco Systems Inc. RIM, BlackBerry, BBM, BlackBerry Curve, BlackBerry Bold, BlackBerry Pearl, BlackBerry Torch, BlackBerry Storm, BlackBerry Storm2, BlackBerry PlayBook, and BlackBerry App World are trademarks or registered trademarks of Research in Motion Limited. © 2013 SAP AG. All rights reserved. The information in this document is proprietary to SAP. No part of this document may be reproduced, copied, or transmitted in any form or for any purpose without the express prior written permission of SAP AG. 19

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