Sales with sap crm 2007 overview presentation
- 1. SAP CRM 2007 Overview SAP CRM 2007 – Sales
- 2. © SAP 2007 / Page 2 1. Overview 2. Sales with SAP CRM 2007 1. Sales planning and forecasting 2. Territory management 3. Account and contact management 4. Activity management 5. Opportunity management 6. Pipeline performance management 7. Quotation and order management 8. Contract management 9. Sales analytics Table of Contents
- 3. SERVICEMARKETING SALES Mobile Powered by SAP NetWeaver® End-to-end, Industry-specific Processes ANALYTICS Web Channel Interaction Center Partner Channel CUSTOMER CRM Without Compromise – Comprehensive The SAP CRM Solution
- 4. Customer-Centric Business with SAP CRM 2007 The Sales functionality of SAP CRM 2007 Ensures consistency, effectiveness, and predictability throughout the sales cycle Sales planning and forecasting Territory management Account and contact management Activity management incl. visit planning Opportunity management Quotation and order management Contract management Sales analytics Second level
- 5. Business Scenario: CRM Sales A marketing campaign is initiated to promote a product for a market segment. The potential prospects are contacted, depending on the preferred channel of communication. The interaction center agent calls the person to qualify the lead generated by the campaign. If the prospect is interested, the lead qualification level is set accordingly and a workflow is triggered. Territory management is used to determine the correct sales representative. If the sales rep accepts the lead, an opportunity is created.
- 6. Business Scenario: CRM Sales Your sales methodology defines an activity plan for the sales cycle. The opportunity helps the sales team to manage the complete process and to capture all data, including contacts and objectives, for your potential customers. Quotations are created on the basis of the opportunity data. The high-quality sales cycle leads into an agreement, and the sales order or contract is signed on the basis of the quotation. Before delivery, credit management is executed to minimize your risk. The complete supply chain execution process is fully integrated, and all customer- facing colleagues have access to the relevant data in real time. Billing can be triggered on the basis of the delivery or order items. Sales performance analysis gives a complete overview of past, present, and future sales performance to ensure successful sales force management and decision making.
- 7. Sales Overview Multichannel optimization Generating and qualifying leadsCustomer retention Order fulfillment Billing Agreement Sales Cycle Mobile sales Telesales Providing 360º insight into the complete customer life cycle Web-channel The customer Customer service Face-to-face via field or partners
- 8. Sales Feature Highlights Field sales (online and offline solutions) Field sales features let you proactively and effectively plan, prospect, manage, collaborate, close, fulfill, and analyze the sales cycle and process. Flexible deployment options are available on laptops, handheld devices, tablet PCs, and smart phones. Sales planning and forecasting Organizational and territory management Account and contact management Activity management incl. visit planning Opportunity management Quotation and order management Contract management Sales analytics Second level
- 9. Sales Feature Highlights Telesales Leveraging SAP Interaction Center, agents can process orders or gather pertinent information to better prioritize opportunities. Lead management Pipeline and opportunity management Call scripting and prompts Call lists Web chat, e-mail response, voice callback Sales order management, quotations, and contracts
- 10. Sales Feature Highlights Web channel enablement The Web channel capabilities of SAP CRM 2007 enable the complete sales process to run on the Internet. Quotation and order management Shopping-basket management Price management Interactive selling and configuration Web auctions Collaborative selling
- 11. Sales Feature Highlights Partner channel management Through SAP CRM 2007 partner channel management you can integrate your partners for your indirect sales channel in your sales processes. Channel sales features let you enable partners to sell more of your products, more effectively. Partner order management optimize partner ordering processes and incorporate partner into your Web-channel strategy. Account and contact management Activity management Opportunity management Channel sales analysis Quotation and order management Pricing and contract management Interactive selling and configuration Collaborative Showroom Distributed order management
- 12. © SAP 2007 / Page 12 1. Overview 2. Sales with SAP CRM 2007 Sales planning and forecasting Territory management Account and contact management Activity management Opportunity management Pipeline performance management Quotation and order management Contract management Sales analytics Table of Contents
- 13. Sales Within SAP CRM 2007 Sales planning and forecasting Flexible planning from the bottom up or top down, based on: Organization, product categories, historical or forecast sales figures Conversion of sales strategies into action Territory management Precise monitoring and management of your sales force Optimal coverage of your sales territories Account and contact management The key to successful customer relationship management, thanks to a complete view of your business partners Activity management Optimal customer service with organization, planning, and monitoring of all activities Visit planning A tool supporting sales reps in planning their customer visits
- 14. Sales Within SAP CRM 2007 Opportunity management Better management of the sales cycle, using a sales methodology based on your best practices to empower your sales force Quotation and order management Integration of all communication channels and support of the complete document flow, from inquiry and quotation to sales order or contract, including released orders. Guaranteed seamless integration into your supply chain Listings Definition of listings: a set of products defined as valid for a certain period and related to a customer Listings maintained by key account managers
- 15. Sales Within SAP CRM 2007 Contract management Capability for users to easily and automatically develop, verify, revise, and submit contracts tailored for each customer, to establish and maintain a long-term relationship Sales analytics Complete overview of past and present sales performance, simplifying sales force management and decision making Pipeline performance management interactive application to plan quotas and manage pipeline activity. It allows sales professionals 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
- 16. © SAP 2007 / Page 16 1. Overview 2. Sales with SAP CRM 2007 Sales planning and forecasting Territory management Account and contact management Activity management Opportunity management Pipeline performance management Quotation and order management Contract management Sales analytics Table of Contents
- 17. Sales Planning and Forecasting 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
- 18. Strategic planning for sales and marketing: Objectives (what, where, to whom) Goals (market share, profit, revenue) Strategy (leadership, market penetration) Sales analytics Sales Leads Activities Opportunities Quotations Orders Contracts Listings Key account management Territory management Workforce management Operational: Demand forecasts Resources Sales tasks (what, where, to whom) Sales processes (how to sell) Sales Planning: The Sales Management Cycle
- 19. Sales Planning: Features 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
- 20. © SAP 2007 / Page 20 1. Overview 2. Sales with SAP CRM 2007 Sales planning and forecasting Territory management Account and contact management Activity management Opportunity management Pipeline performance management Quotation and order management Contract management Sales analytics Table of Contents
- 21. Territory Management in SAP CRM 2007 2 Plan territory hierarchies Maintain territories 1 3 Analyze sales by territory
- 22. Sales manager analyzes territories and employees using different criteria Sales manager uses territory hierarchy–planning functions to create and define territory structure Sales representative keeps his or her territory details up-to-date (for example, creates a new territory, deletes an old territory, and changes/adds validity periods or attributes) 1 2 3 Territory Management in SAP CRM 2007
- 23. Territory Management: Features 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
- 24. © SAP 2007 / Page 24 1. Overview 2. Sales with SAP CRM 2007 Sales planning and forecasting Territory management Account and contact management Activity management Opportunity management Pipeline performance management Quotation and order management Contract management Sales analytics Table of Contents
- 25. Account and Contact Management in SAP CRM 2007 Sales performance analysis Account planning Business activity processing Account processingOpportunity processing Sales representative 3 Sales representative 2 Sales representative 4 Sales manager 5 Sales manager 1
- 26. Account and Contact Management: Business Scenario The sales manager or sales representative breaks the sales planning down to the account level.1 The sales representative searches for an account. He or she checks the interaction history of the account and all other related data. The sales representative enters the data of a new contact person that he or she has met during the last customer visit. 2 The sales representative quickly updates the activity for the customer visit. He or she changes the status and adds a visit report.3 The sales representative quickly creates a new opportunity for the account.4 The sales manager or sales representative analyzes the sales performance.5
- 27. Account and Contact Management: Features No one knows your accounts better than you with SAP CRM 2007: 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
- 29. © SAP 2007 / Page 29 1. Overview 2. Sales with SAP CRM 2007 Sales planning and forecasting Territory management Account and contact management Activity management Opportunity management Pipeline performance management Quotation and order management Contract management Sales analytics Table of Contents
- 30. Activity Management in SAP CRM 2007 Campaign manager initiates marketing campaign for new product Sales rep creates task list, gathers information, and prepares visit Sales rep checks calendar and creates activity “Customer Demo” Customer calls to request product demonstration Sales rep creates follow-up activity Sales rep visits the customer Sales rep creates a quotation Sales rep writes visit report Sales representative 8 Sales representative 7 Sales representative 6 Sales representative 5 Sales representative 4 Sales representative 3 Customer 2 Campaign manager 1
- 31. The campaign manager creates a campaign for a new product for a specific target group. The customer shows interest in the product and calls the vendor to request a demonstration. The sales representative checks his or her calendar, creates an activity to visit the customer, and invites a sales assistant to come along. This appointment appears in the calendars of the sales representative and the sales assistant. The sales representative creates a task list for preparing the meeting. He or she has already prepared the presentation, and there is also marketing collateral and product information available. The sales representative attaches these documents to the activity. 1 2 3 4 Activity Management: Business Scenario
- 32. The sales representative visits the customer. During the visit, the sales representative calls up the activity and uses the attachments for the presentation. The customer is very interested in the product and asks for a quotation. The sales representative creates a quotation as a follow-up document before leaving the customer. On the way home, the sales representative and the sales assistant stop at a café and write the visit report. Back in the office, the sales representative creates a follow-up activity for the customer. 5 6 7 8 Activity Management: Business Scenario
- 33. Activity Management: Features All activities that need to be planned, tracked, documented, or administrated by user or user groups: Appointments Tasks Sales Calls E-mails 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
- 34. Integration of Activity Management in CRM Processes Opportunity Order Contract Inquiry/ quotationActivity Lead Service Complaint Campaign CRM activity management can be used in each phase of the CRM process. It is fully integrated in all CRM business transactions.
- 37. © SAP 2007 / Page 37 1. Overview 2. Sales with SAP CRM 2007 Sales planning and forecasting Territory management Account and contact management Activity management Opportunity management Pipeline performance management Quotation and order management Contract management Sales analytics Table of Contents
- 38. Opportunity Management in SAP CRM 2007 Qualify a lead as a “hot lead” Plan activities per phase (sales methodology) Maintain sales team and assign products or product categories Receive the “hot lead,” check it, and accept it Develop value proposition Qualify opportunity (sales methodology) Monitor win/loss analyses Sales representative Sales representative Sales representative Sales manager Sales representative 7 Sales representative 8 Create quotation Create sales order 6 9 Lead qualifier 1 2 Sales representative 3 4 Sales representative 5
- 39. As a result of a campaign, a lead has been created. A lead qualifier qualifies the lead as a “hot lead.” The lead is forwarded to the responsible sales representative via the workflow. The sales representative receives the “hot lead” in his or workflow inbox. The representative checks the “hot lead” and accepts it. The system automatically creates an opportunity. The sales employee contacts the customer. He or she enters further data into the opportunity, such as estimated end date, expected sales volume, status, products, and participating members of the sales team. The sales employee activates the required activities in the sales assistant of the opportunity and adds new ones if required. The sales assistant compiles a specific activity plan for this opportunity. 1 2 Opportunity Management: Business Scenario 3 4
- 40. The sales representative uses further elements of the sales methodology (buying center, project goals, competitor analyses) and develops a clear value proposition for the customer. 6 Opportunity Management: Business Scenario The sales employee presents the solution to the customer and creates a quotation.7 The sales employee secures agreement with the customer and creates a sales order.8 The sales representative qualifies the opportunity with the help of the assessment and makes a go/no-go decision. 5
- 41. Opportunity Management: Life Cycle ActivitiesStage Development Decision making Discovery Exchange of information Understanding the requirements Customer visit Discussion of solution Proving capability Pricing Demonstration/presentation Negotiation Quotation Conviction Visit to reference customers Golf Order Won No order LostWin/loss analysis Opportunity
- 42. Opportunity Management: Features 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
- 43. Opportunity Management: Sales Methodology Opportunity Contacts Sales assistant Opportunity plan Competition analysis Opportunity assessment Reporting/ analysis Project goals Freely customizable
- 45. © SAP 2007 / Page 45 1. Overview 2. Sales with SAP CRM 2007 Sales planning and forecasting Territory management Account and contact management Activity management Opportunity management Pipeline performance management Quotation and order management Contract management Sales analytics Table of Contents
- 46. What is Pipeline Performance Management? 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
- 47. Pipeline Performance Management: Features 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
- 48. Pipeline Performance Management: Features Plan quotas and manage pipeline activity to achieve targets. Maintain individual churn rates to calculate the target line for Sales Pipeline View Personalize chart views by making personal default settings Quickly display the relevant information about recent activities, contacts, products, related competitors, and so on Simulate opportunity changes and what-if scenarios for closing pipeline gaps with the option to save simulated opportunity value changes View pipeline-relevant changes for a certain time horizon, showing direction of change for key fields Dynamically filter for ad hoc pipeline data exploration SAP Business Intelligence (SAP BI) not required
- 49. Pipeline Performance Management: Screenshot
- 50. © SAP 2007 / Page 50 1. Overview 2. Sales with SAP CRM 2007 Sales planning and forecasting Territory management Account and contact management Activity management Opportunity management Pipeline performance management Quotation and order management Contract management Sales analytics Table of Contents
- 51. Quotation and Order Management in SAP CRM 2007 Create customer inquiry Create sales order Create quotation Create delivery, pick and pack, and post goods issue 1 6 7 4 3 2 5 Create invoice Monitor status of order Analyze sales processes
- 52. A customer makes an inquiry about one or more of the company’s products. The interaction center agent creates an inquiry. On the basis of the inquiry, the sales employee decides to submit a quotation to the customer. The sales employee offers the requested products or alternative products, together with availability and pricing information. The customer accepts the quotation and places an order. The sales employee creates a sales order. The system adopts the items from the quotation. If necessary, the sales employee can re-execute pricing, availability check, and credit check. The system then replicates the order to SAP R/3 SCE. 1 2 3 Quotation and Order Management: Business Scenario
- 53. Quotation and Order Management: Business Scenario When the order items are due for delivery, an outbound delivery is created in SAP R/3 SCE. The products are picked and packed, and goods issue is posted. Additionally, transportation is planned and executed. 5 The billing clerk creates an invoice for the delivered products. He or she calls up the billing due list and creates the billing document from the selected items. Billing is executed in SAP CRM 2007 or in SAP R/3 SCE. 6 The sales manager analyzes the sales figures and the success of the sales processes.7 During order processing, the sales employee can track and monitor the status of the order. At any time, he or she is able to give the customer the right information. 4
- 54. Quotation and Order Management: Features 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
- 56. © SAP 2007 / Page 56 1. Overview 2. Sales with SAP CRM 2007 Sales planning and forecasting Territory management Account and contact management Activity management Opportunity management Pipeline performance management Quotation and order management Contract management Sales analytics Table of Contents
- 57. Contract Management in SAP CRM 2007 Sales representative wins opportunity Sales representative creates contract with favorable conditions Near contract completion date, sales representative contacts customer to renew contract Customer agrees to continue buying product Customer negotiates terms and conditions for buying product Customer accepts contract Sales manager releases contract 1 8 7 6 5 4 3 2 Customer releases products against contract at regular intervals
- 58. Sales representative creates a value contract with details of the terms and conditions Sales representative wins opportunity to sell customer a target value of products over a certain period of time Customer negotiates terms and conditions of contract, including pricing agreements, validity periods, and notice of cancellation 1 2 3 Contract Management: Business Scenario
- 59. Sales manager checks the contract details, as well as customer standing, and approves the contract Over the following months, customer releases products against the contract by ordering the relevant items Toward the end of the contract validity period, or when the target value of the contract is nearing completion, the sales representative contacts the customer Customer would like to continue buying the product, and the contract is renewed7 4 6 5 Contract Management: Business Scenario
- 60. Contract Management: Features 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
- 62. © SAP 2007 / Page 62 1. Overview 2. Sales with SAP CRM 2007 Sales planning and forecasting Territory management Account and contact management Activity management Opportunity management Pipeline performance management Quotation and order management Contract management Sales analytics Table of Contents
- 63. Sales Analytics: Features Integrated business content so that sales managers can view their sales figures from different perspectives, whether an overall picture or a drill-down to specific areas. Adaptable content so that sales representatives can analyze their specific sales figures, whether it be by territory, sales order, or customer. Alerts for monitoring sales on a daily basis. Integration in the SAP CRM WebClient UI for easy-to-use and quick access to analytical content. Powerful ad-hoc reporting without NetWeaver BI
- 64. Sales Analytics: Selected Examples Sales pipeline analysis Sales funnel analysis Contract analysis Activity analysis Opportunity planning and analysis Sales analysis and planning by territory Sales quotation and order analysis Sales performance analysis Sales planning Billing analysis
- 65. Sales Funnel and Pipeline Analysis Analyze the success of your sales efforts from different points of view: Sales funnel analysis analyzes the performance and flow of sales documents from a historical perspective, regardless of their status. Analyze the success of your sales strategy. The sales pipeline evaluates and monitors the current business development and expected sales revenue.
- 66. Sales Performance Analysis Analyze the performance of your sales business by considering all relevant perspectives, such as financials, customer learnings and growth, and processes: Provide your sales managers with all aspects of their sales business. Integrate and link information across CRM, supply chain management, financials, and HCM.
- 67. Sales Analytics: Ad-hoc Reporting
- 68. © SAP 2007 / Page 68 Further information SAP CRM - Roll-Out Map https://portal.wdf.sap.corp/go/crm-rollout-map SAP CRM - Ramp-Up Knowledge Transfer (RKT) http://service.sap.com/rkt-crm SAP CRM – Demo Portal http://crmportal.wdf.sap.corp:1080 SAP CRM – WiKi https://wiki.wdf.sap.corp/display/SAPCRMHub/Home SAP CRM - Help Portal http://help.sap.com/crm SAP Public Web http://www.sap.com/crm
Editor's Notes
- #4: Note: Use this slide to place the Partner Channel Management solution in context within the SAP CRM solution. Speaker Notes: SAP CRM provides companies with a complete CRM solution that covers the breadth of Marketing, Sales, Service and Analytics… As well as the major interaction channels: Channel Partners or Partner Channel Management which enables indirect sales Mobile for field and mobile workers Interaction Center for call center employees Web Channel enabling the customer self-service channel SAP CRM provides: Comprehensive functionality supporting end-to-end business processes across industries Simplified and unified experience for the end-user to drive user adoption Flexible deployment options that deliver CRM without Compromise; your choice of on-demand, on-premise, or hybrid Extensible, service-enabled CRM that enables business process innovation and differentiation through flexible and open integration points
- #5: Now that we have given an overview of SAP CRM 2007 - let’s focus on the key capability designed specifically for sales organizations. SAP CRM 2007 Sales equips sales organizations with the tools necessary to shorten sales cycles, increase revenues, maximize sales team productivity and optimize all sales channels. Powerful capabilities give organizations the mission-critical capabilities needed to stay ahead of the competition while ensuring closed-loop collaboration with sales, service, customers and partners. Key cap’s include (which we will review in great detail in the following slides): Sales Planning and Forecasting Territory Management Account and Contact Management Activity Management incl. visit planning Opportunity Management Quotation and Order Management Contract Management Sales Analytics
- #6: As every organization has it’s own unique challenges and business process needs --- here is an example of how an organization may choose to have SAP CRM 2007 Sales support their sales cycle.
- #8: SAP CRM 2007 provides companies with insight into the entire sales lifecycle – from identifying a lead, to developing a sales plan that includes necessary tasks and activities, to providing a quote, to entering an order, to finalizing and managing the billing cycle. SAP CRM 2007 Sales addresses the needs of 4 sales channels: Direct Sales (both online and offline solutions) TeleSales Channel Sales Web-channel enablement
- #9: Direct Sales: (Online – formerly known as Enterprise Sales) The online sales capabilities of SAP CRM 2007 enable sales organizations to manage current sales opportunities more effectively while decreasing the time and costs associated with acquiring new customers. A personalized workplace for sales reps and managers, it combines robust CRM capabilities, Internet content, and seamless integration to back-office applications within a single, customizable Web-based user interface. Providing immediate access to critical sales data, processes, and CRM capabilities, SAP CRM 2007 enables sales reps to plan their sales approaches proactively; manage each contact, account and opportunity more effectively; and follow up on routine sales tasks and complex activities. SAP CRM 2007 also provides sales managers with the capabilities they need to forecast sales activities, analyze sales pipelines, target cross-selling and up-selling opportunities, and promote collaboration in team-selling environments. (Offline – aka mobile sales - laptop) The offline sales capabilities of SAP CRM 2007 enable mobile workers to access front- and back-office CRM processes, and manage critical customer information, all while working remotely from laptops or Microsoft Tablet PCs. To ensure access to critical information, SAP CRM 2007 provides middleware to manage communications and data exchanges. The middleware uses a flexible publish-and-subscribe mechanism to replicate relevant customer information from a central database to the databases on field sales professionals’ laptops or Tablet PCs. Consequently, they receive only the information that is relevant to them. (Offline – aka mobile sales for handheld) Offline sales capabilities also offers access to core SAP CRM 2007 sales capabilities through standards-based PDAs and other popular handheld devices. SAP CRM 2007 lets field sales professionals use PDAs to perform their daily tasks anywhere at any time. They get quick access to current sales-related information, which enables them to manage customer information and business activities while they create quotations and sales orders along with maintaining sales opportunities. Cross Capabilities: Sales planning and forecasting -- Companies can plan and project exact revenue numbers and product quantities over time. Organizational and territory management -- Sales managers can define territories based on various criteria. For each territory, they can assign sales reps and identify the associated prospects and products. Account and contact management -- Organizations can capture, monitor, store and track all critical information about customers, prospects, and partners. Activity management -- Organizations can schedule and manage various tasks and activities of their sales professionals. Opportunity management -- Sales reps use SAP CRM 2007 for managing sales projects from the very start and tracking their progress to the very end. Robust sales methodology capabilities allow companies to enforce sales strategies and guide sales reps through critical steps. Quotation and order management -- Sales reps can easily configure, price, and create quotes for customers. They can then also create sales orders, check product availability and track order fulfillment. Contract management -- Companies can work with their customers to develop and revise customized contracts. They can generate and manage long-term agreements. Sales analytics -- Executives can determine the financial status and overall effectiveness of the sales organization. Managers can recognize and address trends proactively.
- #10: TeleSales: Leveraging key interaction center capabilities and technology, SAP CRM 2007 TeleSales provides inside sales and marketing agents with all the critical resources they need to execute sales and marketing campaigns effectively, track opportunities, and exceed revenue targets. SAP CRM 2007 helps organizations increase sales by enabling sales professionals to drive more qualified leads into the pipeline and to target existing customers with cross-and up-selling opportunities. Cross Capabilities: Sales planning and forecasting -- Companies can plan and project exact revenue numbers and product quantities over time. Organizational and territory management -- Sales managers can define territories based on various criteria. For each territory, they can assign sales reps and identify the associated prospects and products. Account and contact management -- Organizations can capture, monitor, store and track all critical information about customers, prospects, and partners. Activity management -- Organizations can schedule and manage various tasks and activities of their sales professionals. Opportunity management -- Sales reps use SAP CRM 2007 for managing sales projects from the very start and tracking their progress to the very end. Robust sales methodology capabilities allow companies to enforce sales strategies and guide sales reps through critical steps. Quotation and order management -- Sales reps can easily configure, price, and create quotes for customers. They can then also create sales orders, check product availability and track order fulfillment. Contract management -- Companies can work with their customers to develop and revise customized contracts. They can generate and manage long-term agreements. Sales analytics -- Executives can determine the financial status and overall effectiveness of the sales organization. Managers can recognize and address trends proactively.
- #11: Web-channel enablement: Web processes and information are seamlessly integrated with direct sales processes, as well as with backend fulfillment processes Companies can reach new markets and customers for sales with a Web presence. Companies can reduce their cost of sales Companies can lower total cost of ownership by leveraging investment in IT infrastructure Quotation and Order Management: Quotation and Order Management enables Web customers to receive quotations and place orders for products and services, obtain real-time product availability, and track each order through the order management process – from manufacturing to distribution through service. Shopping Basket Management: Shopping Basket Management provides full support for customizable, configurable products; displays personalized pricing; offers cross and up-sell recommendations; enables real-time product availability and provides a consistent interface for all ordering processes. Price Management: Price Management enables companies to provide online pricing tailored to each customer based on the type of customer, product, customer-specific pricing, contracts, or specific quotes. Companies establish pricing rules, processes, and data centrally and then deploy them across all selling channels. Interactive Selling and Configuration: Interactive Selling and Configuration provides customers with a rich online shopping experience that helps them choose the products and services that best meet their business needs. Multimedia content, guided selling, configuration advice and real-time pricing and availability empowers customers with all of the information that they need to make an online purchasing decision without human intervention. Web Auctions: Web Auctions enable companies to sponsor online auctions of surplus goods, excess inventory, used assets and time-sensitive products online. Web Auctions allow buyers and sellers to negotiate prices in real time on a per-transaction basis. Collaborative Selling: Channel Commerce allows companies to incorporate partners in their eCommerce strategy and enable collaborative selling across organizational boundaries. End customers have access to order products and services across the entire demand network
- #12: As costs rise and margins diminish, companies increasingly turn to their alternative channels as lower-cost approaches to selling to their customers. To succeed, brand owners must ensure that partners have the information and capabilities -- such as accurate pricing, product information, and required support -- they need to sell their products effectively. The channel sales capabilities of SAP CRM 2007 enable organizations to equip partners with the same knowledge, tools, and expert advice that they provide their direct sales forces. With SAP CRM 2007, companies can gain insight into demand across all selling channels, which result in more effective forecasting of future business. Account & Contact Management Account and Contact Management enables brand owners to incorporate end-customer account information and history into channel sales processes. Both partners and brand owners have visibility to customer account information and collaborative activities. Activity Management The Activity Management capabilities provide the tools for brand owners to enable collaborative activity management between their internal team and partners. Opportunity Management Opportunity Management gives brand owners and partners a 360-degree view of sales opportunities by providing complete visibility into an opportunity's history, milestones, progress and key decision-makers. Pipeline Analysis Offers opportunity analysis to monitor expected revenues, the opportunity pipeline, progress towards deal completion, and deal success. Partner Order Management optimizes online ordering processes for partners and enables organizations to incorporate partners into their Web-channel strategy and support collaborative selling across organizational boundaries – so this includes support for distributed order management scenarios. Quotation & Order Management Quotation and Order Management enables online quoting and ordering of products and services for channel partners. In addition, it enables partners to order products on behalf of their end-customers. Partners can track status of orders throughout the fulfillment process. Interactive Selling & Configuration Interactive Selling and Configuration provides partners with a rich online experience that helps them choose the products and services that best meet the needs of their customers. Partners can leverage multimedia content, configuration tools and real-time pricing and availability to help them better serve end customers. Pricing & Contracts Pricing and Contracts enables brand owners to manage end-customer pricing and partner pricing including price lists, tiering, contract pricing and discounts. Collaborative Showroom Brand owners can host a collaborative showroom that provides customers with a single point of access to check pricing and availability across multiple partners. Customers can place orders across one or more partners. Those orders are then sent out to the appropriate partners. Partners can manage and update which products they offer at what price, as well as delivery times. Distributed order Management Brand owners can distribute orders out to partners for fulfillment. And they can host order management capabilities for partners where they don’t have their own order management infrastructure -- providing partners with a hosted platform where they can receive, manage and fulfill customer orders.
- #14: The key features for sales include: Sales Planning and Forecasting: Allows your organization to provide graphical analysis and reporting of all planning and forecasting information. Territory Management: Allows sales managers to define territories based on size, revenue, geography, products, product lines, and strategic accounts. Managers can easily assign sales reps for each territory as well as identify the prospects and products associated with each territory. Account and Contact Management: Helps capture, monitor, store, and track all critical information about customers, prospects, and partners. This information includes detailed customer profiles, sales activities, and overviews of relationships. Activity Management: Allows reps to schedule and manage simple and complex tasks, for better time management, lower costs, and increased productivity.
- #15: Opportunity Management: Give sales professionals complete visibility into each sales opportunity, so they can capture, manage, and monitor the business contact and account information of potential opportunities. This includes identifying key decision makers, sales histories, milestones, progress, outbound activities, and internal tasks. Also adapts easily to proprietary or third-party sales methodologies. Quotation and Order Management: Allows sales reps to easily configure, price, and create quotes for customers, and to generate follow-up activities such as sales orders.
- #16: Contract Management: Allows you to work with customers to develop and revise customized contracts and long-term purchasing agreements. Sales Analytics: Executives can quickly and easily determine the financial status and overall effectiveness of the sales organization. Managers have all the critical data they need to address trends proactively, measure customer retention and revenue shortfalls, and assess future opportunities.
- #18: The Sales Planning and Forecasting application combines different methods of planning in sales – from planning company’s strategic sales targets to operational planning performed by the individual sales employees. For example, by territory or by opportunity. A sales manager (responsible for several territories) sets sales or contribution targets for the sales employees in the field. Since the sales manager and the sales employees use a common planning platform, the planning tasks performed by the sales manager are closely reconciled with the business planning and operational planning tasks performed by the sales employees. You can specify as many dimensions for entering planning figures (such as sales region, product group) as you need for your planning requirements. The different planners can access different levels of the same data. For example, the sales manager can plan at the product group and sales organization level while the sales employees plan at the product and sales office level. Sales representatives can enter planned sales figures directly in the opportunity. This enables them to carry out detailed sales revenue planning (sales revenue split) for the coming weeks, months, quarters or, if necessary, years. They can enter planned sales figures (for example, sales revenue, market share, quantities) for the opportunity in total, or planned sales figures for individual products (for example, sales revenue, quantity).
- #19: This slide reviews the process around sales planning. Important to note is how planning and forecasting touches each of the core areas of sales functionality. With the sales planning and forecasting capabilities of SAP CRM 2007, organizations can: Manage revenues by account, opportunity, product, product line, project, partner, division, organization, or employee Perform real-time analysis of revenues through parameter-driven charts and reports Access current margin projections that are categorized by multiple criteria Preserve snapshots of revenue data for historical reference and analysis Run forecasts for absent or vacationing employees using automatic forecasting capabilities Integrate sales planning into manufacturing planning and supply chain management
- #20: Simulating and planning your actions with your customers assists you in transforming your existing customers into top customers and identifying which of your prospective customers show promise of becoming profit-making customers. By supporting bottom-up planning in this way and supplementing it by appropriate planning for customer contacts and activities, companies implement the surest way of building up and deepening your customer relationships with long-lasting effects. Sales Planning and Forecasting enables you to concentrate your efforts in sales on the most profitable customers, customer groups, and products by supporting an effective, intuitive, and integrated planning process. By integrating and reconciling those plans with your enterprise planning as well as with your strategic goals, it also assists you in managing your sales business proactively.
- #22: To compete in today’s competitive sales environment, companies must quickly identify and pursue every opportunity. To achieve this objective, organizations must have optimal coverage in all regions, including the proper distribution and management of sales reps. The territory management capabilities of SAP CRM 2007 allow sales managers to define territories based on size, revenue, geography, products, product lines, and strategic accounts. Managers can easily assign sales reps for each territory as well as identify the prospects and products associated with each territory. With SAP CRM 2007, companies can quickly identify shortcomings, territories that have too many sales representatives, and new opportunities within each region.
- #23: As every organization has it’s own unique challenges and business process needs --- here is an example of how an organization may choose to have SAP CRM 2007 Sales support their sales cycle.
- #24: With Territory Management you can carry out the following functions: Define the territories: You can divide your sales market into clear and well-defined territories. You can define the territories using data from SAP CRM 2007 or an external planning tool. The data from the external planning tool is imported to CRM Enterprise using an import interface. A territory has attributes that describe its scope, for example: Geographical locations (for example, location by zip code or region) Products or product lines Directly assigned business partners (for example, key accounts) A combination of attributes NOTE: For greater flexibility, you can define your own attributes. Create a territory hierarchy: The territory hierarchy has a validity period; this enables you to create territory hierarchies in the future as well as keep a history of territory hierarchies in the past when you change them. Allocate employees to your territories using Organizational Management.: You can allocate employees permanently or for a specific time period. You can also reallocate responsibilities in case an employee has to fill in for another employee who is away from the office. You can then use Territory Management to Determine Who is responsible for a particular territory or business partner Which business partners belong to a particular territory Which products can be offered in a particular territory Control data for CRM Mobile Client distribution to ensure that each salesperson downloads only his or her own data Carry out planning, analyze sales figures, and monitor performance of the territories and the salespeople. You can also use the territories as a basis for determining commissions. Change the territory structure when territories need to be redefined to accommodate the changing sales market Export your data to external planning tools using an export interface
- #26: Organizations struggle to capture accurate information on customers, prospects, and partners. Without this information, sales force productivity diminishes and sales times increase as sales representatives spend valuable time researching basic contact and account information instead of selling products. SAP CRM 2007 helps companies capture, monitor, store, and track all critical information about customers, prospects, and partners. This information includes detailed customer profiles, sales activities, and overviews of critical relationships.
- #27: As every organization has it’s own unique challenges and business process needs --- here is an example of how an organization may choose to have SAP CRM 2007 Sales support their sales cycle.
- #28: Account and contact management capabilities of SAP CRM 2007 include: Support for quick access to key account information, including critical relationship overviews; sales documents, such as quotations, and contracts; and complete customer interaction histories, including inbound and outbound calls, e-mail exchanges, written correspondence, onsite visits, meetings, and demonstrations Armed with this information, sales reps can identify their customers’ key decision makers by understanding their customers’ core business drivers and objectives. They can also project revenues and determine future cross-selling and up-selling opportunities.
- #29: Screenshot of account management.
- #31: To reduce sales costs, companies must minimize the time that sales professionals spend on routine chores and maximize the time they spend actively selling. With SAP CRM 2007, organizations can schedule and oversee a broad range of simple and complex tasks, thereby helping sales professionals manage their time and responsibilities more effectively.
- #32: As every organization has it’s own unique challenges and business process needs --- here is an example of how an organization may choose to have SAP CRM 2007 Sales support their sales cycle.
- #33: As every organization has it’s own unique challenges and business process needs --- here is an example of how an organization may choose to have SAP CRM 2007 Sales support their sales cycle.
- #34: Key activity management capabilities of SAP CRM 2007 include: Ability to schedule and manage simple and complex tasks Ability to capture and access every customer activity, including all communication transactions, such as appointments, dates, telephone calls, e-mails, letters, meetings Tight integration into all business transactions since core capabilities can be used in each phase of the CRM process and sales cycle Support for team selling An activity journal to record, update, and track critical customer information gathered from each customer interaction, including feedback on needs and requirements, and products and services discussed. The feature also includes a user-friendly wizard, which enables sales professionals to maintain activity journals through customizable templates (NEW IN 4.0) he ability to integrate many different areas of data and dynamically create a variety of surveys. For example, pharmaceutical companies could use such surveys to track the batch and product numbers of free samples offered during customer visits, while retailers could report the number of campaign costs, and other details Bi-directional synchronization of SAP CRM 2007 activities and calendars with Microsoft Outlook or Lotus Notes, ensuring that changes sales professionals make to their CRM calendars show up in the third-party solutions as well
- #35: It is important to note the tight integration that exists in Activity Management --- SAP‘s strength is the ability to tie an activity to any CRM process (marketing, sales, service, etc.)....this really speaks to the value of SAP CRM 2007 Sales.
- #36: Screenshot of SAP CRM 2007 Sales activity management capabilities.
- #37: Screenshot of SAP CRM 2007 Calendar.
- #39: The opportunity management capabilities of SAP CRM 2007 give sales professionals complete visibility into each sales opportunity. Capabilities provide the ability to capture, manage, and monitor the business contact and account information of potential opportunities, including identifying key decision makers, sales histories, milestones, progress, outbound activities, and internal tasks.
- #40: As every organization has it’s own unique challenges and business process needs --- here is an example of how an organization may choose to have SAP CRM 2007 Sales support their sales cycle.
- #41: As every organization has it’s own unique challenges and business process needs --- here is an example of how an organization may choose to have SAP CRM 2007 Sales support their sales cycle.
- #42: SAP CRM 2007 provides sales reps with a framework for managing sales projects from the very start and tracking their progress to the very end. This enables more control over the sales cycle maximizing the changes of winning customers and dramatically lowering sales times.
- #43: With the opportunity management capabilities of SAP CRM 2007, sales professionals can easily: Plan sales approaches Assign and manage critical tasks and activities Identify key decision makers, influencers, and critical relationships Manage competitive threats while pursuing add-on revenue Promote team selling and sales coaching Estimate closing dates and sale volumes Opportunity Management capabilities also allows organizations to: Determine an opportunity’s sales planning figures and revenues. The opportunity management capabilities enable users to define planning figures such as market share, sales revenues, and quantities for the complete opportunity. They can also determine sales revenues and quantities for individual projects. Organizations can analyze cumulative planning figures, which they can use to plan sales and production Create opportunity hierarchies linking related sales opportunities and projects. Organizations can structure master sales projects into several sub-projects, allowing for separate opportunities for subsidiaries, divisions, or separate departments within the same master project
- #44: The opportunity management capabilities of SAP CRM 2007 provides robust sales methodology capabilities, which companies can use to support internally defined sales strategies and techniques that help guide sales reps through critical steps and processes. SAP CRM 2007 provides an out-of-the-box proprietary sales methodology. It also provides the flexibility that allows companies to adapt the system to support popular third-party sales methodologies. Key sales methodology capabilities of SAP CRM 2007 include: A sales assistant feature, which companies can use to guide sales professionals through structured sales processes. The feature also supports sales planning activities, helps companies manage and monitor all sales opportunity activities, and provides sales representatives with recommended activities and tasks to complete during each phase of the sales process A buying center, where users can maintain information on all those involved in customers’ decision-making processes, including endorsers, decision makers, users, assessors, and coaches. This feature provides key information about individual business objectives, decision criteria, personal agendas, and value propositions An opportunity assessment tool, which provides sale reps with checklists by which they can qualify projects and determine the probability of closing such sales An opportunity plan, which provides a complete view into the current status and details of an opportunity
- #45: Screenshot of Opportunity Management
- #48: Sales managers and sales representatives can monitor and analyze opportunities in the Web UI pages, including: The Target to Date view The Closing Date view The Sales Pipeline view, and The Sales Pipeline Change view The charts present opportunity data in context with pipeline analytics to easily identify gaps and critical opportunities. It is easy to identify critical opportunities and gaps between actual revenues and planned quotas with interactive, real-time charts and an editable opportunity list. Sales managers or authorized employees can easily maintain sales targets with integrated sales quota planning. They can also maintain individual churn rates to calculate the target line in the Sales Pipeline view.
- #49: Other key features allow sales managers and sales representatives to: Maintain individual churn rates to calculate the target line for Sales Pipeline View Personalize chart views by making personal default settings Maintain individual churn rates to calculate the target line for Sales Pipeline View Quickly display relevant information about recent activities, contacts, products, related competitors, and so on Simulate opportunity changes and what-if scenarios for closing pipeline gaps, with the option to save simulated opportunity value changes View pipeline-relevant changes for a certain time horizon, showing direction of change for key fields, and Dynamically filter for ad hoc pipeline data exploration SAP Business Intelligence is not required to use Pipeline Performance Management.
- #52: Organizations must deliver timely and accurate sales commitments to customers or risk losing them. But sales order processes often involve disparate systems and manual transactions, and require many people to process orders. This complexity produces inefficient processes and unhappy customers. To simplify the ordering process, organizations must ensure seamless access to real-time information from front- and back-office operations. SAP CRM 2007 provides immediate access to front- and back-office information on orders and quotations. With the quotation and order management capabilities, sales reps can easily configure, price, and create quotes for customers, as well as generate critical follow-up activities, such as sales orders. Key quotation and order management capabilities of SAP CRM 2007 include: Product configuration Pricing Quotations Product availability checks Order fulfilment and tracking
- #53: As every organization has it’s own unique challenges and business process needs --- here is an example of how an organization may choose to have SAP CRM 2007 Sales support their sales cycle.
- #54: As every organization has it’s own unique challenges and business process needs --- here is an example of how an organization may choose to have SAP CRM 2007 Sales support their sales cycle.
- #55: With quotation and order management, organizations have the ability to: Partner Determination: The system can determine and enter different partners involved in a transaction automatically. Mostly, the user manually enters one or more partners, and the system enters the others through partner determination. Organizational Data Determination: The system determines organizational data (sales organization, distribution channel, and so on) automatically according to Customizing settings. The user can add or change the data manually. Territory Determination: The system determines the relevant territory automatically. It can be changed or added manually. Date Management: enables you to process as many dates as you require in a document. You can either enter dates yourself, or the system calculates them using date rules. Text Determination: This function enables you to maintain different kind of notes and texts in a transaction. Pricing: Enables companies to provide online and offline pricing tailored to each customer based on the type of customer, product, customer-specific pricing, contracts, or specific quotes. Companies establish pricing rules, processes, and data centrally and then deploy them across all selling channels – including enterprise sales, telesales, field sales, and Web-channel. With seamless, consistent pricing, companies can develop, manage, and deploy complex pricing rules, and provide specialized pricing by product, customer, organization, or other pricing criteria in the system. Key features include: A single source of pricing with support for discounts, surcharges, rebates, volume-based pricing, tax calculations, and price overrides; Full support for call offs to specially negotiated contracts; Campaign specific pricing; Access to appropriate pricing data for sales professionals, business partners, and customers; Pricing based on individual products, product grouping, or special partner, customer, or group rates. Configuration: Enables companies to enforce business rules, ensuring accurate product combinations. Companies can maintain product-configuration rules, processes, and data centrally and deploy them across all sales channels. That way, customers obtain accurate, consistent information no matter which communication channel they use. Key features include: A single source of intuitive product- and service-configuration information for all sales professionals, business partners, and customers, across all sales channels; The ability to use configuration output in quotes, orders, proposals, sales bills of materials, manufacturing bills of materials, drawings, project plans, and cost estimates Actions and Workflow: You can schedule and start predefined actions from transaction documents, e.g. create follow-up activity, trigger alert. Availability Checks: Carry out material requirements planning in SAP R/3 Enterprise, you can carry out an Available-To-Promise (ATP) availability check in the sales transaction in CRM Enterprise using SAP R/3 Enterprise or APO. Credit Check: Provides credit check, using information about payment history and credit risk analysis. Payment Card Processing: Payment card processing allows you to work with payment cards, such as credit cards. You can maintain payment card data in the Business Partner master data and then easily enter the data in the sales document. In a sales transaction relevant for payment with a payment card, the system carries out an authorization check with a clearing house. The settlement with the clearing house is executed in the OLTP system Product Determination and Substitution: Perform product determination and substitution. For example, the system automatically locates desired products or substitutes comparable products for obsolete ones Free Goods: Supports free goods (both inclusive and exclusive). There are two types of free goods: InclusiveThe customer only pays for part of the products ordered. The remaining quantity is free of charge. For example, the customer orders 10 laptops but is only billed for 8. Exclusive The customer pays for all the items ordered but receives additional products free of charge.For example, the customer orders 10 laptops and receives 12. The additional free items given to the customer can either be the same as the product ordered or they can be a different product. Extended Order Management: Extended Order Management manages the order throughout its entire lifecycle, including order capture, brokering it to multiple sources, tracking status information and finally financial settlement and invoicing. All coordination is carried out at order line item level. Order fulfillment takes place in a distributed heterogeneous system landscape that may include SAP or non-SAP Systems. Extended Order Management enables companies to handle multi-enterprise trading networks. The trading partner network may consist of divisions within the enterprise organization but may also include external suppliers.
- #56: Screenshot of order mangement feature….
- #58: The contract management capabilities of SAP CRM 2007 allows companies to work with customers to develop and revise customized contracts, and then submit the contracts to their customers. These contracts allow organizations to establish long-term purchasing agreements that let customers buy products under special conditions, such as lower prices or favorable delivery terms.
- #59: As every organization has it’s own unique challenges and business process needs --- here is an example of how an organization may choose to have SAP CRM 2007 Sales support their sales cycle.
- #60: As every organization has it’s own unique challenges and business process needs --- here is an example of how an organization may choose to have SAP CRM 2007 Sales support their sales cycle.
- #61: Key contract management capabilities of SAP CRM 2007 include the ability to: Develop, verify, revise and submit customized contracts Generate and manage long-term agreements Create follow-up sales documents from contract agreements and apply long-term contract terms, where applicable, during sales order creation processes Define event-triggered follow-up sales activities and tasks. For example, three days before a scheduled contract expiration, SAP CRM 2007 could trigger a task that would alert a sales rep to make a follow-up call to the appropriate customer Support collaborative contract negotiations, which allows organizations to use their Web shops to negotiate new contracts. Through Web shops, companies can guide customers through their product-selection processes, create contract inquiries, and send contracts to suppliers. Users and suppliers can send the contracts back and forth until they complete the negotiation process and agree on contact terms and conditions.
- #62: Screenshot of contract management capabilities…
- #64: Integrated Business Content: The Sales Performance Analysis contains the following views: Financial Pipeline analyses Order & contract analyses Internal Processes Sales Funnel Analysis Analyses for particular objects, such as orders, contracts, opportunities and activities Customers Customer profitability Customer lifetime valueAlerts: Exceptions have been created in order to trigger alerts, for example: Opportunity Pipeline: alerted if expected sales revenue decreases by a certain value Completed Opportunities: alerted if number of lost opportunities is higher than defined limit Quotation Success Rate: alerted if number of quotations converted to sales orders is lower than certain limit My Canceled Contracts: alerted if number of canceled contract items exceeds a defined quota
- #65: Sales Analytics contains the following: Territory Management Analysis Activity Management Analysis Opportunity Management Analysis Sales Quotation and Order Management Analysis Contract Management Analysis Sales Pipeline Analysis Sales Funnel Analysis Sales Performance Analysis Billing Analysis
- #66: Sales Funnel: An analysis of sales performance that depicts all sales documents from a historic perspective, regardless of their status. Displays the flow of sales documents, for example, from a marketing campaign to a sales contract. Enables sales managers to evaluate the success of their sales strategy. The sales funnel analysis is composed of the following analyses: Lead funnel analysis Opportunity funnel analysis Quotation funnel analysis Sales Pipeline Analysis: An evaluation that monitors current business development and expected sales revenue Provides sales managers with an overview of futuresales volume Contains information about open sales documentssuch as: Opportunities Quotations Sales orders Sales contracts
- #67: Contains a complete overview of past and present sales performance figures, including sales planning, as well as comparisons between plan and actual figures. As a result, it simplifies considerably sales force management and decision-making. The Sales Performance Analysis contains the following views: Financial Pipeline analyses Order & contract analyses Internal Processes Sales Funnel Analysis Analyses for particular objects, such as orders, contracts, opportunities and activities Customers ABC analysis Customer profitability Customer lifetime value Learning and Growth Analyses concerning training, workforce, employees satisfaction and time management