sap rapid deployment solutions customer relationship management (v4.702) process diagrams
TRANSCRIPT
SAP Rapid Deployment Solutions
Customer Relationship Management (V4.702)
Process Diagrams
© 2012 SAP AG. All rights reserved. 2
Contents
C66 Account and Contact Management
C65 Activity Management
C39 Lean Campaign Management
C30 Lead Management
C63 Opportunity Management
C64 Integrated ERP Order and Quotation Management
C67 Pipeline Performance Management
C83 Interaction Center (IC) Service Request Management
© 2012 SAP AG. All rights reserved. 3
Divider Page
C66 Account and Contact Management
C65 Activity Management
C39 Lean Campaign Management
C30 Lead Management
C63 Opportunity Management
C64 Integrated ERP Order and Quotation Management
C67 Pipeline Performance Management
C83 Interaction Center (IC) Service Request Management
© 2012 SAP AG. All rights reserved. 4
C66 Account and Contact ManagementS
ales
M
anag
erS
ales
E
mp
loye
e
Check taskCreate new account and
contact
Create task for account
Monitor accounts
Createa task
Change account
Merge accounts
Assign account to hierarchy
View Account Fact Sheet
SA
P C
RM
SA
P C
RM
© 2012 SAP AG. All rights reserved. 5
Divider Page
C66 Account and Contact Management
C65 Activity Management
C39 Lean Campaign Management
C30 Lead Management
C63 Opportunity Management
C64 Integrated ERP Order and Quotation Management
C67 Pipeline Performance Management
C83 Interaction Center (IC) Service Request Management
© 2012 SAP AG. All rights reserved. 6
C65 Activity ManagementS
ales
M
anag
erS
ales
E
mp
loye
e
Prepare visit Outgoing callCompletea task
Addvisit details
Monitor activities*
Create opportunity
*Requires implementation of CRM Interactive Reporting; see Business Process Documentation for business process CR2.
SA
P C
RM
SA
P C
RM
Customer Call
© 2012 SAP AG. All rights reserved. 7
Divider Page
C66 Account and Contact Management
C65 Activity Management
C39 Lean Campaign Management
C30 Lead Management
C63 Opportunity Management
C64 Integrated ERP Order and Quotation Management
C67 Pipeline Performance Management
C83 Interaction Center (IC) Service Request Management
© 2012 SAP AG. All rights reserved. 8
C39 Lean Campaign ManagementM
arke
tin
g
Man
ager
Create overall Marketing Plan
Monitor Campaign
Plan Campaign
Execute Campaign
Analyze Campaign*
*Requires implementation of CRM Interactive Reporting; see Business Process Documentation for business process CR2.
SA
P B
W /
SA
P
CR
M
© 2012 SAP AG. All rights reserved. 9
Divider Page
C66 Account and Contact Management
C65 Activity Management
C39 Lean Campaign Management
C30 Lead Management
C63 Opportunity Management
C64 Integrated ERP Order and Quotation Management
C67 Pipeline Performance Management
C83 Interaction Center (IC) Service Request Management
© 2012 SAP AG. All rights reserved. 10
C30 Lead ManagementS
ales
E
mp
loye
eM
arke
tin
g
Em
plo
yee
Maintain Attribute List
with AttributesQualify Leads
Create Target Group
Create Leads Manually
Transfer Leads to Sales
Mar
keti
ng
M
anag
er
Evaluate Leads*
Distribute Leads
*Requires implementation of CRM Interactive Reporting; see Business Process Documentation for business process CR2.
SA
P C
RM
SA
P C
RM
SA
P C
RM
SA
P B
W
© 2012 SAP AG. All rights reserved. 11
Divider Page
C66 Account and Contact Management
C65 Activity Management
C39 Lean Campaign Management
C30 Lead Management
C63 Opportunity Management
C64 Integrated ERP Order and Quotation Management
C67 Pipeline Performance Management
C83 Interaction Center (IC) Service Request Management
© 2012 SAP AG. All rights reserved. 12
C63 Opportunity ManagementS
ales
E
mp
loye
e
Create Opportunity Make decisionQualify
opportunityCreate
quotationClose
opportunityCreate sales
orderAnalyze
opportunity*
*Requires implementation of CRM Interactive Reporting; see Business Process Documentation for business process CR2.
SA
P C
RM
SA
P E
RP
SA
P B
W
Customer accepts
quotation
Customer creates
purchase order
© 2012 SAP AG. All rights reserved. 13
Divider Page
C66 Account and Contact Management
C65 Activity Management
C39 Lean Campaign Management
C30 Lead Management
C63 Opportunity Management
C64 Integrated ERP Order and Quotation Management
C67 Pipeline Performance Management
C83 Interaction Center (IC) Service Request Management
© 2012 SAP AG. All rights reserved. 14
C64 Integrated ERP Order and Quotation ManagementS
ales
E
mp
loye
e /
Man
ager
Create opportunity
(CRM)
Create sales quotation
(ERP)Create sales order (ERP)
Order fulfillment
(ERP)*
SA
P C
RM
SA
P E
RP
SA
P B
W
Customer accepts
quotation
Customer creates
purchase order
*Not in scope of the SAP CRM rapid-deployment solution.
© 2012 SAP AG. All rights reserved. 15
Divider Page
C66 Account and Contact Management
C65 Activity Management
C39 Lean Campaign Management
C30 Lead Management
C63 Opportunity Management
C64 Integrated ERP Order and Quotation Management
C67 Pipeline Performance Management
C83 Interaction Center (IC) Service Request Management
© 2012 SAP AG. All rights reserved. 16
C67 Pipeline Performance ManagementS
ales
D
irec
tor
Maintain opportunity churn rates
Analyze closing date
Plan sales quota
Analyze sales pipeline
Identify and monitor
opportunity changes
SA
P C
RM
© 2012 SAP AG. All rights reserved. 17
Divider Page
C66 Account and Contact Management
C65 Activity Management
C39 Lean Campaign Management
C30 Lead Management
C63 Opportunity Management
C64 Integrated ERP Order and Quotation Management
C67 Pipeline Performance Management
C83 Interaction Center (IC) Service Request Management
© 2012 SAP AG. All rights reserved. 18
C83 Interaction Center (IC) Service Request ManagementIC
Ag
ent
Ser
vice
Select e-mail Identify Customer
Check Customer
InformationProcess solution
Provide solution by e-
mail reply
Wrap Up Contact
Inbound E-Mail Processing
IC A
gen
t S
ervi
ce
Identify Customer
Wrap Up Contact
Check Customer
Information
Create Service Request
Inbound Call Processing
Create Follow-Up Activities
SA
P C
RM
SA
P C
RM
Customer Call
Customersends e-Mail