Sales Capabilities in SAP CRM. Overview Presentation Enhancement Package 3 for SAP CRM 7.0

Transcription

1 Sales Capabilities in SAP CRM Overview Presentation Enhancement Package 3 for SAP CRM 7.0

2 Agenda 1. Business Environment Strategic Selling 2. SAP Solution for Sales in SAP CRM 3. Highlights in SAP Enhancement Package 3 for SAP CRM Customer Success & Analyst Recognition 5. Why SAP? 2

3 Companies Need to Rethink Their Sales Engagement Model Make every customer conversation count with in the moment insight into what is important to them today and tomorrow 85% of sales meetings do not meet customer expectations. Source: Forrester Research 2013 SAP AG. All rights reserved. RKT 3

4 CUSTOMER ENGAGEMENT: PRODUCT PORFOLIO OVERVIEW WEB MOBILE SOCIAL CALL CENTER MARKET PLACE DIGITAL GOODS INTERNET OF THINGS CONTACT CENTER POS MARKETING CHANNELS INDUSTRIES MARKETING SALES SERVICE SOCIAL COMMERCE PREDICTIVE ANALYTICS HANA AS A PLATFORM

5 Market Perspective - Sales 43% of total global CRM spend in 2013 will be on Sales LOB. Key competitors: SFDC and MS represent the most fierce competitors when it comes to Sales LoB. New Battle Ground: both Sales Insight (analytics) and Sales Agility (Mobility) are where SAP needs to focus the conversation in order to outflank our competitors 5

6 Competitive Landscape Key Competitors Sales Effectiveness Social Business Omni-Channel Big Data Insights 6

7 Added Value Provided by Partners Technology Partners System Integrators 7

9 Sales Capabilities of SAP CRM SAP provides innovative tools which help sales reps and sales managers sell more! Sales Managers Shift the quota bell curve, provide reliable planning and forecasts and measure your success effectively Sales Reps Easily identify how much you can sell to whom, and be more productive by making your network work Sales Operations Optimize your sales territories and sales compensation, provide powerful forms and reports Forms The Sales capabilities of SAP CRM boost effectiveness and efficiency in sales organizations 9

10 Sales Solution Overview The Complete Portfolio SAP delivers the best solution for planning, managing and executing sales: Establish Targets and Forecast Results Attract and Acquire New Customers, Grow and Retain Existing Customers Identify, Schedule and Execute Sales Activities Progress Opportunities to Closure Provide Accurate, Professional Quotes and Capture Perfect Orders Negotiate Profitable Contracts Analyze and Improve Sales Performance Align Territories and Incentive Plans with Sales Objectives 10

11 Sales Planning and Forecasting Ensure Accurate Plans and Forecasts Provides a complete picture of estimated revenue projections and product quantities over time, ensuring the accuracy of demand plans and sales forecasts for a more complete view of future revenue commitments. Strategic Sales Planning to translate enterprise level targets into concrete marketing, sales and service strategic plans Flexible Modeling to support complex and fast changing businesses that must cope with more dynamic market conditions Benefits Plan and forecast across sales channels Optimize supply chain planning & execution Increase accuracy of demand plans and sales forecasts Collaborative Planning allows several parties to take part in the planning process through an integrated web-based portal Leverage analytics to gain optimum understanding and insight into the past and accurately predict the future Account Planning allows account managers to collect all quantifiable targets such as planned revenue, associated costs and contribution margin and track ongoing target achievement Establish clear targets for sales performance 11

12 Sales Planning and Forecasting Specifics 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 Multidimensional planning with flexibly defined planning levels - Strategic goals - Sales targets - Sales figures estimated from the bottom upward Personalized toolbox of planning methods Comprehensive planning tasks Simulation and planning of your actions with your customers 12

13 Sales Planning: The Sales Management Cycle Planning Action Control Strategic planning for sales and marketing: - Objectives (what, where, to whom) - Goals (market share, profit, revenue) - Strategy (leadership, market penetration) Operational - Demand forecasts - Resources - Sales tasks (what, where, to whom) - Sales processes (how to sell) Key account management Territory management Workforce management Sales - Leads - Orders - Activities - Contracts - Opportunities - Listings - Quotations Sales analytics 13

14 Account and Contact Management 360 View of Customers and Contacts Provides a holistic view of customers that keeps everyone aligned. Organizations can capture, monitor, store, and track all critical information about customers, prospects, and partners. Fact Sheet delivers a true 360 account view including sales, marketing, service, planning, logistics, and financial information Buying Center enables you to capture all key players within an account and leverage these relationships in future opportunities Benefits Holistic 360 view Focus on your most profitable customers Maintain satisfaction and loyalty Consistent interaction across all channels Interaction History provides real-time visibility to all customer activities, leads, opportunities, quotes, orders, contracts, service requests Segmentation divides prospects and customers into different segments based on a common characteristics (e.g. income, occupation,...) for relevant targeting of sales or marketing activities Data Quality Tools ensure accuracy of sales, account, and contact information dramatically improving overall sales efficiency Leverages state-of-the-art communication technologies 14

15 Account and Contact Management Specifics No one knows your accounts better than you: 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 transactions - Financial- and logistic-related data - Account-specific analysis Printing of account overview Account fact sheet Ensured data quality 15

16 Activity Management Increase Efficiency of Sales Force and Gain More Transparency Provides complete visibility into all sales activities and fosters collaboration and team efficiency, with support for visit planning and bidirectional synchronization with leading groupware solutions. Capture and access every customer activities such as phone calls, s, meetings, and tasks Integration into all Sales Processes to drive and track execution Bi-directional Groupware Integration enables synchronization of , contacts, calendar entries, and tasks (Outlook/Notes) Benefits Increase effectiveness and efficiency Comprehensive planning, tracking and reporting of all sales activities Comprehensive and easily accessible activity information Easy access to every customer activity Improve collaboration of customer activities Real-time coordinated actions with calendar synchronization 16

17 Activity Management Specifics All activities that need to be planned, tracked, documented, or administrated by user or user groups: - Appointments - Tasks - Sales Calls - s This information captured and able to be used to organize the daily work: - Visualization via calendar - Inbox Bidirectional groupware integration server- and client-based (Microsoft Office, Lotus Notes) Analyses for reporting on activities Visit planning based on different sources of information - Visit plans, target groups, overdue activities 17

18 Opportunity Management Help Sales Professionals Maintain Focus on the Right Deals Manage the sales cycle more effectively and predictably at a lower cost of sales. Obtain full visibility into the opportunity pipeline, improve team communication, and route leads to the best-fit sales representative. Opportunity planning provides a solid foundation for production planning with detailed planning and analysis of key sales figures Team selling enables you to easily extend and orchestrate the activities of your sales team to ensure collaboration and efficiency Benefits Increase revenue by closing more deals Accelerate deals through the pipeline More transparency and accountability Accurate and predictable forecasts Harmonization of sales processes Robust pipeline analysis and more transparent forecasting capabilities improve forecast accuracy and drive effective planning Influence modeling indentifies all participants in the buying decision and each person s degree of influence Sales Process & Selling Methodologies ensure efficient sales processes leveraging standardized best practice methodologies Opportunity analytics provide transparency, and enable sales professionals to recognize trends that influence won/lost deals 18

19 Opportunity Management Specifics 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 the following: - Planning the sales approach - Estimating a close date - Estimating potential to buy - Identifying the decision maker 19

20 Opportunity Management Life Cycle Stage Activities Sales Cycle Discovery Customer Visit Exchange of information Understanding the requirements Generate and Qualify Leads Telephony Mobile E-Selling Face-to-Face Development Demonstration/ Presentation/Negotiation Discussion of solution Proving capability Pricing Quotation Decision-making Visit to Reference Customers Conviction Golf Agreement Win > Order Loss > No order 20

21 Quotation Management and Order Capture Empower Your Sales Team Generate accurate quotes and configurations, place orders, confirm product availability in real time, and track order status. Market-leading order to cash capabilities End-to-end process integration across the entire enterprise Generate quotes and proposals as compelling documents, leveraging pre-defined templates Check product availability Benefits Empower your sales team to make reliable commitments Reduce the cost of sales operations Perfect order capture Check credit and ensure worthiness prior to processing Obtain reliable delivery commitments Create error-free quotes and orders as follow-up to opportunities Capture and manage sales orders Ensure consistent, accurate pricing across channels Track orders from manufacturing to distribution to fulfillment 21

22 Quotation Management and Order Capture Specifics Partner determination Organizational data and territory determination Status management Date management Text determination Pricing Free Goods Product Configuration Product determination and substitution Listings check Creation of follow-up documents Actions and workflow Availability check Credit check and credit rating check Payment cards processing 22

23 Sales Contract Management Negotiate and Monitor Specific Customer Conditions Execute pricing strategies tailored to each sales channel or customer, ensure access to up-to-date, personalized pricing information and incorporate contracts and agreements throughout the entire sales cycle. Manage your long-term relationships with customers Manage value-based and quantity-based contracts, sales agreements, and collaborative contract negotiation Personalize contract and apply customer-specific pricing to automatically determine multi-national pricing and taxation Benefits Ensure perfect sales contract execution across channels Execute pricing inline with sales agreements Monitor and enforce terms and conditions Manage relationships with customers over the longterm Easily apply cancellation rules, authorized customers, status tracking, and process monitoring Credit management and credit checks reduce risk and improve efficiency 23

24 Sales Contract Management Specifics Contracts are long-term agreements with customers that allow them to buy products with 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 the following: - Pricing agreements - Releasable products - Authorized partners - Validity dates and date rules - Cancellation dates and rules - Completion rules - Actions for tailored follow-up activities 24

25 SAP CRM Sales Analytics Provide Insight into Your Business Monitor and respond to needs in real-time, forecast accurately, remain below budget, optimize resource alignment, and position the team to achieve revenue goals. Measure the development history from marketing to opportunities to closed sales deals, allowing sales managers to analyze the success of their sales strategy Provide complete picture of the overall health of your business from the financial, internal, customer or employee perspective Benefits Monitor performance and adjust tactics to optimize results Measure the impact of marketing investment Analyze the success of sales strategies Complete picture of the overall health of your business Empower sales managers to proactively and immediately address revenue trends, shortfalls and opportunities BI-based analytics for comprehensive sales analytics requirements CRM-interactive reporting for quick and real-time sales reports Analytics based on HANA enables new possibilities for business analyses, simulation and prediction in real-time 25

26 SAP CRM Sales Analytics Pre-Defined Analytics Delivered with the Standard Sales Role BI-based Sales Reporting for comprehensive embedded sales reports, leveraging data from different source systems CRM-interactive Sales Reporting for quick real-time sales reports: Wizardbased tool for quick creation of CRM-interactive real-time reports for Sales Professionals CRM-interactive Sales Dashboards A framework to create sales dash boards using Business Objects Xcelsius Enterprise for Power Users SAP CRM Pipeline Performance Management Sales Analytics combined with transactions 26 (*) Standard and industry-specific reports

27 SAP CRM Sales Analytics Pre-Defined Analytics Delivered with the Standard Sales Role BI-based Sales Reporting numerous pre-defined BI reports delivered with the standard sales roles (*): Competitive win and loss analysis Sales pipeline analysis Activity analysis Opportunity analysis Further reports as listed in screenshot CRM-interactive Sales Reporting for quick real-time sales reporting: Account management - Accounts with open Activities - Accounts with open Opportunities Opportunity management - Closed Opportunities - Opportunity sources - Opportunity Pipeline: Win/Loss Analysis by Reason Market information - Top 5 Competitors Dashboards provide all sales users with proactive, actionable insight. Pre-built dashboards for: Sales Executive Sales Manager Sales Representative 27

28 SAP CRM Sales Analytics For Flexible Real-Time CRM-Interactive Reporting & Dashboards Wizard-based tool for the quick creation of CRM-interactive real-time reports: Insight into sales effectiveness, opportunity management, and sales activities with direct drill down to opportunities and accounts for actionable intelligence. A framework to create sales dashboards using Business Objects Xcelsius Enterprise : Wizard-driven dashboard builder to upload the dashboards and embed within the CRM WebClient - and share the dashboards with other CRM users. 28

29 SAP CRM Sales Analytics Leveraging Business Objects Capabilities Wizard-based tool to import different SAP BusinessObjects report types (Xcelsius dash boards, Crystal Reports and Web Intelligence) into CRM business roles Xcelsius Dashboards Simplify BI information with innovative & intuitive visuals Empower Business Users who are not savvy using analysis tools Crystal Reports Highly formatted management reports Professional report layout Form-based, print-optimized reports Low interaction rate Web Intelligence Web Intelligence is the leading end user reporting and analysis tool Self-service reporting and analysis, autonomy from IT Simple user interface, designed for the masses 29

30 Sales Performance Management Develop and Strengthen Your High-Performance Sales Force Align sales resources to optimize coverage of your most strategic accounts. Develop, implement, and manage compensation plans with improved visibility into team performance to retain top performers and motivate them to succeed in an increasingly competitive market. Territory Management enables the mapping of which sales resources are responsible for covering which sales territories Territory Assignment & Scheduling monitors the time-dependent assignment of employees and accounts to territories Benefits Influence the outcome of deals with improved pipeline visibility Spend more time with highvalue customers Align compensation with overall company goals and strategies Motivate, reward and retain top performers Pipeline Performance Management allows sales managers to easily prioritize, reassign, or modify opportunities to drive immediate action and help sales reps focus on the right deals Quota Planning helps sales reps and their managers to plan quotas and proactively manage activity to achieve sales targets Incentive and Commission Management enables sales professionals to track performance and measure potential compensation for opportunities in the pipeline 30

31 Pipeline Performance Management Specifics Pipeline Performance Management is an interactive application to plan quotas and manage pipeline activity. Pipeline Performance Management helps sales managers and sales representatives to: - 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 Pipeline Performance Management provides a great user experience by merging analytics and actions in one application. Easy, straightforward navigation through interactive analysis to identify relevant opportunities 31

32 Pipeline Performance Management Specifics Plan quotas, revenue or unit based, and manage pipeline activity to achieve targets. Four chart types: - Target To Date View - Sales Pipeline View - Closing Date View - Sales Pipeline Change View Present opportunity data in context with pipeline analytics to easily identify gaps and critical opportunities. Identify critical opportunities and gaps between actual revenues and planned quotas with interactive real-time charts and editable opportunity list. Easily maintain sales targets with integrated sales quota planning revenue or unit based. 32

33 Territory Management Specifics Define territories and territory hierarchies Allocate employees to your territories Control data for field sales distribution, to ensure that each salesperson 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 33

35 SAP EHP3 for SAP CRM 7.0 What s New in Sales Collaboration SAP Jam integration in SAP CRM Social media users SAP CRM Business Object Change Notifications using SAP NetWeaver Gateway Usability Corbu Design WEB - UI possibility to personalize the sort direction in the result list WEB - UI possibility: column freezing Business Partner Quick Create: Duplication Check Foundation for Multichannel Transactions see purchase order history, including point of sale data in Web shop and interaction center SAP CC and SAP Convergent Invoicing with the Provider Order (Master Data Enhancement; Jam integration) Account & Search Guided set-up of fuzzy search and duplicate check based on TREX Faster and more flexible set-up of data cleansing Search along sales organization, distribution channel and division added to account search Search for inactive / active accounts and contacts possible (based on Customizing) Simple search for accounts and contacts First HANA enabled EHP for CRM, bringing benefits to, for example, OLTP repor>ng and any kind of searches 35

36 Integration of SAP Jam into Account The integration of SAP Jam groups and feeds into the Account enables employees to integrate with internal colleagues and external customers and partners Assignment blocks SAP Jam Groups and SAP Jam Feeds now available in the Account Overview Page View groups created in SAP Jam and navigate to them Initiate new groups and respond without leaving the CRM WebClient UI, create a new item (file, text) for a group, assign or unassign groups View the feeds for these groups, reply to a feed Start following an account in the Account Overview Page Benefits Customers that work together with external partners and employees with no access to SAP CRM benefit from the SAP Jam integration as their users can collaborate without disruption and stay connected easily Enable customer-focused collaboration for better decision-making and reduced sales cycle times Increase customer satisfaction by improving responsiveness Leverage the collective wisdom of your sales team and stakeholders 36

37 Generic Enhancements - Usability and Performance The following generic enhancements are applicable for Sales in SAP EHP3 for SAP CRM 7.0 New UI Skin Corbu Design First HANA enabled EHP for CRM Usability enhancements Guided set-up of fuzzy search and duplicate check on TREX Multi Channel: Foundation for Multichannel Transactions Benefits Fast and easy to use system Lightning fast fuzzy searches with enhanced search criteria State of the art user interface with Corbu design 37

38 Corbu: New UI Skin according to Suite User Experience Guidelines 38

39 Fuzzy Search and Duplicate Check on TREX With the fuzzy search and duplicate check based on TREX, usage of this functionality comes at a lower cost Dependent on their needs, customers may decide to use highly sophisticated tools, such as DQM for SAP, which usually include additional features, such as address validation In the case of basic needs, the fuzzy search and duplicate check based on TREX can be sufficient The fuzzy search and duplicate check on TREX can now be set up faster due to central access to all necessary information, plus a guided set-up Note: If CRM on HANA is being used, a HANA-based duplicate check is available as an alternative 39

40 Set-Up of Data Cleansing in SAP CRM Data Cleansing in SAP CRM can be set up quickly and in accordance with customer needs All settings for data cleansing can now be accessed centrally in Customizing Several features that allow a more flexible set up are offered: It is possible to define and use own variants for data cleansing: One variant for the background, one for the UI. Customers can define and use variants based on specific needs. For example, customers can set up the merge of employees to run in the background, but the merge of accounts to run in the UI. 40

41 Account / Contact Status, Sales Org Data in Search Account Status and Contact Status to help sales representatives search for the correct account Account Status, Contact Status (active / inactive) available as search terms in the account and contact search Users can search for active or inactive accounts using the status Several statuses can be summarized to define an active account / contact Optional inclusion of (sales-area dependent) blocking reasons into the definition Sales Organization data available in account search Search by sales organization, distribution channel, or division 41

42 Simple Search for Accounts and Contacts The simple search for accounts and contacts helps you find your search content more quickly - just enter what you know in one field Find the right accounts and contacts even if you only have limited information - or if you just want to search as in Google A single search field is provided to enter all search attributes Switch to the Advanced Search if a more specific search is needed 42

43 Foundation for Multichannel Transactions Display point-of-sale (POS) transaction data from retail in the interaction center and the Web shop IC agents can search for, and display, customer POS transactions Web shop customers can access their account information in the Web shop to display their complete purchase history, including their POS transactions. Provide a unified view of customer order data, including retail store transactions Enable centralized analytics and queries as sales information of retail customers resides in one database Faster retrieval of data from large quantities of records as sales information is stored on a HANA database 43

44 Social Media Users Knowing the Facebook or Twitter accounts of customers and contacts provides additional insight for sales representatives Assignment-Block Social Media Users available in Account and Contact Overview Page Social media channels can be defined as needed in Customizing (example Facebook, Twitter, Google+) Social media users can be maintained manually, or created within the Interaction Center when monitoring social media posts and acting on them 44

45 Business Object Change Notification using SAP NetWeaver Gateway Receive notifications for Business Objects (BOs) as a feed in SAP Jam to inform you that a change has been made to the BO, or a follow-up transaction has been created Applies to all BOs that are integrated with SAP Jam, with the exception of segmentation models. Follow the BO to receive a feed Feeds are generated every time the BO is saved meaning you receive all changes that are made before the BO is saved in one single feed Define in Customizing, which changes and which follow-up transactions generate feeds View feeds in SAP Jam and on the homepage of the WebClient UI in the Feeds assignment block 45

48 SAP Is a Recognized Solution Leader for Sales SAP enters the Leaders quadrant for the first time. The basis for this entry is strong business results, integration with SAP ERP, increased mobile vision and eventual leverage of HANA real-time analytics. Gartner 2012 Magic Quadrant for Sales Force Automation This product has good integration with other SAP applications (product configurator) and infrastructures (NetWeaver, SAP Business Warehouse) and it enables support for complex end-to-end, industry-specific business processes such as order-to-cash on an integrated platform. Integrated analytics with SAP Netweaver Business Intelligence and SAP Business Objects is offered. This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from SAP. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose 48

49 SAP CRM Sales Tangible Benefits Recognizing Significant Business Benefits from SFA Key Benefits Key Benefits Key Benefits Key Benefits Reliable Sales / Inventory Forecast Sales Effectiveness Pipeline Visibility Sales Efficiency OKI Yaskawa CSC SECURIT Proof Points Proof Points Proof Points Proof Points OKI implemented CRM Sales to improve Sales Reliability and Inventory Forecast. They achieved a 7% increase in sales, Y/Y in a flat market. The amount time required to generate key sales reports is reduced by 3 days per month.. Yaskawa increased Customer Satisfaction ratings every year since implementation. They achieved a 500% Growth in Customer Database and a 65% increase in Sales with a 30% decrease in headcount.. CSC achieved 100% consistency of pipeline measures across business units and a 94% decrease in time required to generate monthly pipeline report (3 days to 2 hrs). The time to integrate pipeline of acquired companies decreased by 67% (12 weeks to 4 weeks). SECURIT Replaced 78 legacy system databases with a centralized database. User Productivity increased by 300% and Data Entry decreased by 60%. 49

51 Why SAP? SAP delivers additional business value to the entire customer sales organization through a comprehensive set of applications SAP CRM Sales helps companies to become the strategic seller, make selling easier, and make fact-based decisions SAP significantly invested in differentiating solutions for sales organizations: SAP CRM 7.0, SAP Sales OnDemand, SAP ECC SD, Sales Analytics, Mobile Sales, Collaboration and Social Media solutions SAP CRM 7.0 is the first SAP Business Suite Application on SAP HANA SAP Cloud for Sales powered by HANA with significantly enhanced scope through rapid innovation with quarterly releases SAP provides superior mobility solutions comprehensive on/offline, lightweight online and Productivity Apps Orchestration is a key topic for SAP: SAP Hybrid CRM Approach for true end-to-end processes with seamless integration and single vendor accountability for your endto-end value chain across On-Premise, Cloud and packaged solutions 51

52 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. National product specifications may vary. These materials are provided by SAP AG and its affiliated companies ("SAP Group") for informational purposes only, without representation or warranty of any kind, and SAP Group shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP Group products and services are those that are set forth in the express warranty statements accompanying such products and services, if any. Nothing herein should be construed as constituting an additional warranty. SAP 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. Please see for additional trademark information and notices SAP AG. All rights reserved. Internal 52