week 1: crm and marketing overview unit 3: managing
TRANSCRIPT
Week 1: CRM and Marketing Overview
Unit 3: Managing Customer Engagement Across
Marketing, Sales, & Service Teams
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Managing Customer Engagement Across Marketing, Sales, & Service TeamsCustomer engagement work centers: tailored to the needs of each user
Account
Management
New
Business
Sales
OrdersMarketing
Product &
Service
Portfolio
Service
Desk
Service
Orders
Service
Entitlements
Managing
My Area
Customer
Invoicing
Field
Service
and Repair
E-
Commerce
Overview
Accounts
Account
Hierarchies
Contacts
Activities
Reports
Overview OverviewOverview
Leads Sales
OrdersMarket
Information
Opportunities
Contracts
Competitors
Target
Groups Reports
Reports Reports
Overview
Products
Services
Pricing
Reports
Leads
Competitor
Products
Overview
Service
Requests
Knowledge
Base
Reports
Overview
Service
Order
Processing
Reports
Overview
Registered
Products
Warranties
Service
Levels
Reports
Service
Categories
Overview
Approvals
My
Department
Reports
Invoice
Requests
Invoice
Documents
Overview
Reports
Invoice Runs
Overview
Order
Pipeline
Service
Confirmations
Reports
Reports
Account
Export Run
Internet Order
Deletion Run
Product
Specifications
Credit Card
Authorization
Runs
Product
Catalogs
Project
Invoicing
Recurring
Invoice
Templates
Certificate
Management
Overview
Campaign
Management
ReturnsEntitlements
Point-of-Sale
Transactions
Contracts
Sales
Planning
Sales
Quotes
Partners
Manager
(e.g. Head of US)
Regional
Managers
(e.g. US North/East)
Marketing, Sales,
& Service Team
(Employees)
Targ
et
Resu
lts
Targ
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Resu
lts
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Managing Customer Engagement Across Marketing, Sales, & Service TeamsEnsure customer satisfaction by managing your team
KEY INNOVATIONS
▪ Central access to all management-related tasks, activities, and reports that drive customer satisfaction
▪ Track customer and team engagement in all dimensions: sales targets, campaigns, leads, activities, opportunities, orders, contracts,
service confirmations, invoices…
▪ Manage organizational units and employees e.g. team calendar, leave requests, time confirmations
Manager
(e.g. Head of US)
Regional
Managers
(e.g. US North/East)
Marketing, Sales,
& Service Team
(Employees)
Targ
et
Resu
lts
Targ
et
Resu
lts
4PUBLIC© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Managing Customer Engagement Across Marketing, Sales, & Service TeamsMonitor customer and team success: from insight to action
User Story
Marketing, sales, & service managers
need to be able to set targets, monitor
progress, and trigger actions for their
customers and their teams
Capabilities
1. Define high-level key performance
indicators (KPIs) on customer and
team key figures
2. Monitor development of the KPIs
3. Drill down to the details per
customer, organizational unit, or
employee
4. Trigger activities for team members
or directly take action
Benefits for customers
Flexible monitoring with direct insight
to action
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Managing Customer Engagement Across Marketing, Sales, & Service TeamsAccount and activity management: record and monitor customer-related activities
User Story
Marketing, sales, & service employees
need to be able to track and see a complete
interaction history for each account
Capabilities
1. Track phone calls, mails, appointments,
tasks, letters, and faxes as activities
2. Activities are fully integrated in all
business transactions, e.g. lead, sales
order, service order, invoice… and can
therefore be used at any time
3. Define and track special categories and
priorities for tracking and escalation e.g.
payment management
4. Use smartphone or groupware to create
or read activity history
Benefits for customers
Process embedded activity tracking for
teams and customers
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Managing Customer Engagement Across Marketing, Sales, & Service Teams Manage your team: from organizational and master data setup to approvals
1User Story
Marketing, sales & service managers need
to be able to organize their team in units
and to assign employees, products, and
customers to those units.
Capabilities
1. Central organizational management
including product, price, customer, and
employee master data
2. Centrally manage employees by
providing self-services with flexible
approval mechanisms, e.g. sales quotes
3. Answer approval requests by
smartphone or desktop
Benefits for customers
Scalable and easy-to-use administration
and organization of teams and business
units
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Managing Customer Engagement Across Marketing, Sales, & Service Teams System demo
D E M O
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Managing Customer Engagement Across Marketing, Sales, & Service TeamsSummary
▪ Centrally access all manager-related tasks,
activities, and reports for all organizational units
and employees
▪ Track customer and team engagement in all
dimensions, e.g. sales targets, leads, orders
▪ Record and monitor all customer-related
activities across marketing, sales, and
service teams
Additional Material
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Managing Customer Engagement Across Marketing, Sales, & Service Teams Proactive customer payment management for sales and finance
Customer Payment Management
Identify critical
customers with
overdue
payments
Create & track
customer
payment
activities
Get your moneyManage
customer
invoices
Cash is king or how to reduce DSO?
Cash flow is a key factor in the potential for
long-term success. A company may have all
the revenue in the world, but without the ability
to generate cash, it can easily fail. Giving your
sales and financials team a joint tool to
collaborate effectively on open customer
payments is key.
InvoicingDelivery… OrderOutstandingReceivables
Monitor CustomerPayments
Incoming
Payments…
KEY INNOVATIONS
▪ Keep track of customer receivables aging to identify most critical customers with open payments
▪ Proactive management of revenue collection by triggering and monitoring customer-facing activities
▪ Increase cash flow and reduce day-sales-outstanding by identifying issues and actively communicating and monitoring payment
agreements
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Managing Customer Engagement Across Marketing, Sales, & Service TeamsConfiguration – Activities setup
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KEY INNOVATIONS
1. Open “Activity
Categories“ configuration
2. Create a new activity category
“”Payment Management”
3. Assign the new category to the
activity types
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Managing Customer Engagement Across Marketing, Sales, & Service Teams Configuration – Report and restricted key figure setup
KEY INNOVATIONS
1. Define a new report based on the
standard “All activities” data source
2. Configure a restricted key figure
for “Payment Management” activity
category only
3. Define the reports views 2
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18PUBLIC© 2018 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Managing Customer Engagement Across Marketing, Sales, & Service TeamsConfiguration – KPI setup and embedding
KEY INNOVATIONS
1. Define a new KPI
2. Link it to the newly created
report and its views
3. Embed the KPI into the
overview page or the
launchpad
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