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- 1. Sales – A/R Customer Relationship Management SAP Business One, Version 9.0
- 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. 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. 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. Activities Task Call Meeting Activity Note © 2013 SAP AG. All rights reserved. Other 5
- 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. Calendar Activities Double-click in calendar to create an activity © 2013 SAP AG. All rights reserved. 7
- 8. BP Activities © 2013 SAP AG. All rights reserved. 8
- 9. Alerts for BP activities © 2013 SAP AG. All rights reserved. 9
- 10. Recurring Activities © 2013 SAP AG. All rights reserved. 10
- 11. Sales Opportunity © 2013 SAP AG. All rights reserved. 11
- 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. 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. 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. 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. Demo: CRM © 2013 SAP AG. All rights reserved. 16
- 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. Thanks! You have completed the topic on customer relationship management. Thank you for your time! © 2013 SAP AG. All rights reserved. 18
- 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
Notas del editor
- Welcome to the topicon customer relationship management.
- In this topic we will explore the options available for customer relationship management in SAP Business One.
- Imagine that your company’s top goals are to increase sales and customer satisfaction. Your 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
- On easy way to schedule activities, such as meetings, is to use the calendar. Just click on the calendar icon in the toolbar. The calendar provides monthly, weekly and daily views.There is even a group view that can facilitate scheduling team meetings. The calendar allows you to display, schedule and update activities by dates and users.
- To create activities directly in the calendar, click on a given date and time, and SAP Business One takes you to the Activity window where you can describe activities and link them to business partners and documents.Even if you create an activity elsewhere, all time based activities (phone calls, meetings and others) are automatically entered in the calendar.
- Activities can also be created and managed inside the business partner master data record.From the Business Partner master, you can open a list of related activities as shown in the graphics, or choose the option to create activities.When you create an activity from within the business partner master record, the business partner information defaults into the activity.
- When you set up an activity in the business partner master data, SAP Business One has functionality that allows you to set an alert to be sent to the user for a specific type of activity - Phone Call, Meeting, Note, Other. You can also set a reminder and a time frame for when the alert should happen. The alerts for activities are controlled by the “Send alert for activities scheduled for today” checkbox on the Services tab of General Settings. The date used is the date you set on the activity.
- Activities can be set to occur on a regular basis. Here we see an activity that is set up for a weekly meeting. You can manage changes to a series or to individual activities within a series. Each individual occurrence of the activity can be moved or canceled without affecting the series.Use the Back or Next button to navigate to the individual occurrences of a recurring activity.
- Activities are often linked to Sales Opportunities.A sales opportunity allows you to manage the sales cycle for an opportunity with a customer or lead.For example, a customer inquires about certain products your company is selling, you can respond immediately by creating a sales opportunity, allowing you to track the prospective sale and notify others about the status of the potential deal.As you meet with others and gather information, you can link any activities relevant to the opportunity.You can also view relevant activities, such as a list of planned activities linked to the opportunity.
- Opportunities are structured into stages which reflect the stages of your sales cycle.On the graphic we see a sales cycle with 5 stages: lead, first meeting, second meeting, quotation and negotiations. This is a just an example Sales cycles and stages can be customized to match your company’s sales process.For each stage in the cycle, you can enter the potential amount of the deal and the system predicts the opportunity’s probability of success based on some percentages you have set up in advance.You can track information on what is happening at each stage.And ultimately, you can track whether you have won or lost the deal.Reporting is available for analysis of opportunities and for optimizing your sales process. Sales opportunities give you visibility into your sales pipeline, for individual sales employees or the company as a whole.
- Before customers commit to ordering, they frequently want a sales quotation that they can review and circulate within their company. The sales quotation might come out of a sales opportunity or activity, or arise independently.The sales quotation documents an offer or proposal that you send to a customer or to a lead.As used in SAP Business One, it is not a legally binding document, but rather used for information purposes.One field that distinguishes a quotation from a sales order is the Valid until Date. This date specifies how long the offer for the specified items and prices is available. The default period is 30 days after the posting date, but it can be changed manually or by using different payment terms.When a customer accepts the proposal defined in the sales quotation, you copy the quotation to a sales order to begin the sales process.
- You have the option of using the Microsoft Outlook integration add-on for SAP Business One to keep track of your day-to-day work on sales opportunities, sales quotations and activities.Microsoft Outlook integration gives you access to sales data without having to be logged on continuously to SAP Business One. This is especially valuable for sales managers who travel frequently and need to be able to view prospect and customer data while on the road. For example, a sales manager needs to prepare for a meeting at a customer’s site. What kinds of things can you do with Microsoft Outlook integration? Take a look at this list:Import contacts from SAP Business One and synchronize them with Microsoft OutlookSave e-mail messages and attachments as SAP Business One activitiesImport tasks and calendar activities created in SAP Business One into Microsoft OutlookEdit, view, and create sales quotations and save them to SAP Business OneMost importantly, Microsoft Outlook integration helps increase your productivity and simplify your work. It provides you with a holistic, integrated way to manage your schedule, e-mail, and activities while giving you access to all the latest information from SAP Business One.