SAP CRM Account Management

SAP CRM 7.0Detailed View

SAP CRM 7.0 SFA

Account and Contact Management

SAP 2008 / Page 2

1. Overview2. Account & Contact Management in SAP CRM 7.03. Further Information

Table of Contents

SAP 2008 / Page 3

Account and Contact Management in SAP CRM

Sales performance analysis

Activity processing

Account processing

Opportunity processing

Sales representative

2


1


3

Sales manager

4

Account and Contact Management Business Scenario

The sales representative searches for an account. He checks the interaction history of the account and all other related data. The sales representative enters the data of a new contact person whom he met during the last customer visit

The sales representative quickly updates the activity for the customer visit. He changes the status and adds a visit report

The sales representative quickly creates a new opportunity for his account

The sales manager or sales representative analyses sales performance

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Account and Contact Management Features

Account processing Search and display accounts, contacts, employees Create and maintain account data Classify account and maintain account Life-Cycle View all relevant information at a glance Create and maintain account buying center Print an account information via web browser Use PDF-account-fact sheet to distribute relevant information via groupware tasks and

appointments Merge duplicate Accounts

Activity processing Plan and track your business activities with an account

Opportunity processing Maintain your opportunities, orders, leads and quotes for an account

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Account and Contact Management Benefits

Put the focus on your customers . . . Increase customer satisfaction Streamline your sales, service, and marketing processes Focus your sales force on profitable customers Improve your closing rate with the 360-degree view of an account

. . . and on your sales force Ensure productivity of sales representatives and sales Managers Enable team selling Shorten ramp-up time for new representatives Establish consistent and collaborative account management across teams

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Benefits

Account and Contact Management Clearly arranged Overview Pages with all relevant Information at a glance Easy to use

Intuitive to use UI, can be personalized to the users individual needs Quick and direct Navigation via hyperlinks

Functions and features tailored to a specific user role Reduced complexity Flexible personalization of Overview Pages and the displayed information

Allows immediate action based upon comprehensive and up-to-date information Assign or create new contact persons for an account very quickly Create related Objects, such as Activities, Opportunities, Leads, Quotations etc. directly

from the Account Overview Page within the right context Send email to a Contact Person

360-degree view of customers and prospects with Account Fact-Sheet Information from SAP CRM, SAP R/3, and SAP BW Store Account Fact-Sheet as PDF on your local desk or distribute Account Fact-Sheet

within Tasks and Appointments

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A Day in the Life of a Sales Representative

Alex Blake starts his day by checking his calendar The first calendar entry is an activity for a visit to one

of his accounts

While preparing the visit, he reviews several types of information Activity or task entered in the calendar Account information including address, interaction history, and relevant contact persons Relevant business activities, opportunities, leads, service requests, and sales orders Analytics: sales pipeline, turnover, and profitability

Alex creates an appointment and invites also two colleagues of his Account Team The system generates a PDF-Fact-Sheet Alex can distribute via the appointment The PDF-Fact-Sheet will get replicated via groupware also for the invited colleagues

Alex prints the activity and relevant information for his sales visit After the visit, he

Updates the status of the activity Adds new contact persons to the Account Buying Center Creates a follow-up activity

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The Business Partner is Visible as . . .

Accounts Corporate Accounts

are Business Partners of the category Organization. A Corporate Account can have different Business Partner roles like Sold-to-Party, Prospect, Competitor, etc.It is possible that an Account has different roles (e. g. Sold-to-Party and Competitor) at once. Corporate Accounts are typically for a B2B-Scenario

Individual Accountsare Business Partners of the category Person. Individual Accounts can also have different roles. In principle an Individual Account can also be a Contact Person for another Corporate Account. Individual Accounts are typically for a B2C-Scenario

Groupsare Business Partners of the category Group. Groups are very similar to Corporate Accounts and can be used for different purposes (e. g. Families).

Contact Persons are Business Partners of the category Person with contact person relationship to an Corporate Account. One Contact person

can have multiple contact person relationships to different Accounts

Employees are Business Partners of the category Person with the BP role employee assigned to the internal Organization

Person Org. Group Business Partner Types

Employee Individual AccountContact Person

Corporate Account

Org Unit (internal Org.)

GroupAccount

Used in CRM

Relations

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1. Overview2. Account & Contact Management in SAP CRM 7.03. Further Information

Table of Contents

SAP 2008 / Page 11

Account Assignment Blocks on Overview-Page*

Account Details Account Buying Center Account Classification Account Hierarchies Account Plans Address Types Addresses Attachments Bank Details Business Appointments Business Hours Cases Change History Competitor Opportunities

*Additional Assignment Blocks are available via Configuration

Competitor Products Contacts (split in current

and invalid Contacts) Excluded Partner

Functions Identification Numbers Industries Interaction History Leads Marketing Attributes Notes Opportunities Payment Cards Planned Activities Prices

Qualification Requirements Relationships Roles Sales Agreements Sales Area Data Sales Orders Service Arrangements Service Levels Shareholders Tax Classifications Tax Exemptions Tax Numbers Territories Users

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Screenshot Account Overview-Page

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Account Classification

Classification of Accounts Additional possibility to classify the account (role, ranking, ) dependent on free definable

categories such as Sales Organization, Country, etc. This feature will be available as assignment-block in the account overview page. An additional assignment-block is available for Partner Classification.

Especially Customers with multiple Business Units and Regions will benefit from this classification option as users can easily identify the relevant Accounts, as the account search offers the option to search for any combination to the Account Classification.

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Account Life Cycle

Account Life Cycle Introduction of a Life Cycle Stage in the header of the account that drives the behavior of the

UI (e.g. for an Account in the Life Cycle Stage Prospect less fields and assignment blocks are displayed compared with an Account in the Life Cycle Stage Customer)

Customers can customize the subsequent Life Cycle Stages (e. g. an Account in the Stage Customer cant move again in the Stage Prospect)

Unique assignment of Life Cycle Stages. An Account can be classified with multiple BP roles at the same time but only one Life Cycle Stage can be assigned to the Account (a Customercant be a Prospect at the same time)

The Account Life Cycle is available as Search Term within the Account Search.

The Account Life Cycle represents the evolution of the business relation to Accounts from its beginning to the end.

The Buying Center usually represents the network of people and their interactive influence on buying decisions in B2B Scenarios.

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Account Buying Center

Account Buying Center The user has the option to create and maintain multiple buying centers for an account New Assignment-Block for Buying Centers within Account Overview-Page Option to save Opportunity Buying Center on Account Level for later re-use in Opportunity Option to copy Account Buying Center to Opportunity of the related Account Integrated graphical Buying Center on Account and Opportunity-Level

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Copy and Move Hierarchy-Trees between Hierarchies

Account Hierarchies With Account Hierarchies the customer can create structures offer Option to change the position of a Hierarchy-Node within the Hierarchy with all related

accounts Copy a bench of a Hierarchy and insert this sub-tree under any node of another hierarchy

including all related accounts Select a bench of a Hierarchy and move this sub-tree via Cut & Paste into a target-hierarchy.

All related Accounts will move as well

The Account Hierarchy represents the organizational or regional structureof Accounts. Now whole sub-branches of a Hierarchy-Tree can be copied or moved to another Hierarchy-Tree

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Account Fact Sheet

Account Fact Sheet Provide an additional online screen

of the account fact sheet and the possibility to generate a PDF file (on request and automatically). Fact sheet displays information from various sources: ERP, CRM and BI.

The user will have the possibility to attach the account fact sheet of the relevant activity partner to an activity. The activity can be replicated together with this PDF attachment to either Lotus Notes or MS Outlook.

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Rule-based Assignment of Employees

Rule-based Assignment of Employees to Account and Contacts Rule Modeler to assign Employees to Accounts and Contact Persons based on different

criteria of the Account (e.g. Country, Region, Industry, etc.) Assignment of multiple Employees with different Relationship-Types and Partner-Functions Regular Re-Assignment of Employees via Batch-Job Option to assign Employees via rule and manually in parallel

For every Account there has to be at least one Employee Responsible assigned to. This could be done manually and now also via the Rule-based Assignment of Employees

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Cleansing Cases

Cleansing Cases Create Cleansing Cases starting from an

Account Search Page or a popup for identified Duplicates to merge redundant Accounts

Its possible to search for Cleansing Cases and to do a detailed comparison between the Accounts involved in a Cleansing Case.

The User can decide which data should get moved from the non-master(s) to the master Account

Transactional Data will get transferred automatically

Non-Master Accounts will get flagged for archiving and a relationship replaced by will get created.

Master Accounts will get additional Relationships (replaces ) to the non-Master Accounts.

Details of the Merge-Process are displayed in the Application Log-Assignment Block within the Cleansing Case Overview page

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Contact Quick-Create

Contact Quick-Create Within an Account Overview-Page

or within other object (e. g. Opportunities) it is possible to assign existing Contact Persons or to create new Contact Persons.

Within the Quick-Create the new Contact Person will be pre-filled as much as possible and the user is not forced to enter too many fields.

Time-Dependency of Contact Person Relationship

Time dependency of contact person relationship to accounts Time dependency of contact person relationship allows the termination of the relationship the

Contact Person has to the related Account. Now it is possible also to see contact person relationships which are invalid for today and it is

possible to reactivate the relationship instead of deleting the relationship itself. Time dependency of contact person relationships meets the internal and external flexibility of

the contact person relationships.

Time-Dependency of Contact Person and related Extensions

Create Date

31.12.9999

DependentObjects(Extensions)

31.12.9999

Contact PersonRelationship

Valid from Valid to

CRM

Replication CRM - ERP

ERP

Changes in the Validity of the Contact Person Relationship affects also the validity of dependent Information

Delimit the validity in CRM causes the deletion of the Relationship in ERP for the Valid-To-Date.

31.12.9999

Deletion of Contact Person Relationship in ERP will also delete the Contact Person Relationship in CRM by default.Customers can also decide to delimit the validity in CRM instead to delete the Relationship.

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Data Quality Management

The Data Quality Management framework provides a set of powerful tasks designed to eliminate duplicate Account- and Contact Data records and ensure a consistently high standard of data quality.

Predefined Task-Types Integrated Duplicate Check as a technically integrated solution, including duplicate identification

and duplicate merge. External Duplicate Check by a service provider, including export of data records, upload of results,

and post-processing of results (merge). External Postal Address Validation (syntax validation) using an external service provider, with

export of data records and upload of results. External Content Validation for relocation using a service provider, with export of data records and

upload of results.

Data Quality Management Tasks are performed for a whole Validation Group with thousands of Account-Records. A validation group is a set of business partners represented by a target group or a profile created with the segmentation functionality available in CRM Marketing.

A Data Quality Management Task can be performed either one-time with the Target Group as Validation Group or as periodical Task using a Profile as Validation Group.

Customers can define own Variants of these Task-TypesA Variant contains defined Steps, Key Performance Indicators per Step, the definition about the Mapping, File-Format, Provider, Validation Group, etc.

Data Quality Management - Task Overview Page

Steps generated dependent on the Task Type Variant

Data Quality Management - Step Detail Page

SOA Services

Business Partner Data ManagementRead CustomerCustomer

Create Customer

Confirm Customer

Change Customer

Read Business Partner Attachment

Find Business Partner Elements by Elements

Find Business Partner Basic Data by Competency and Basic Data

Find Business Partner Basic Data By Relationship Sales Area Information

Deactivate Business Partner

Create Business Partner Relationship Sales Area Information

Confirm Deactivation of Business Partner

Confirm Creation of Business Partner Relationship Sales Area Information

Confirm Cancellation of Business Partner Relationship Sales Area Information

Cancel Business Partner Relationship Sales Area Information

Service Name

Business Partner Data ManagementCustomer



Business Partner Data ManagementBusiness Partner










Process ComponentBusiness Object

SAP 2008 / Page 27

1. Overview2. Account & Contact Management in CRM 7.03. Further Information

Table of Contents

SAP 2008 / Page 28

Further Information

SAP CRM - Roll-Out Maphttps://portal.wdf.sap.corp/go/crm-rollout-map

SAP CRM - Ramp-Up Knowledge Transfer (RKT)http://service.sap.com/rkt-crm

SAP CRM Demo Portalhttp://crmportal.wdf.sap.corp:1080

SAP CRM WiKihttps://wiki.wdf.sap.corp/display/SAPCRMHub/Home

SAP CRM - Help Portalhttp://help.sap.com/crm

SAP Public Webhttp://www.sap.com/crm

SAP 2008 / Page 29

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SAP CRM Account Management