SAP Rapid Deployment Solutions Customer Relationship Management (V4.702) Process Diagrams

1. SAP Rapid Deployment SolutionsCustomer Relationship Management (V4.702)Process Diagrams

2. Contents • C66 Account and Contact Management • C65 Activity Management • C39 Lean Campaign Management • C30 Lead Management • C63 Opportunity Management • C64 Integrated ERP Order and Quotation Management • C67 Pipeline Performance Management • C83 Interaction Center (IC) Service Request Management

3. Divider Page • C66 Account and Contact Management • C65 Activity Management • C39 Lean Campaign Management • C30 Lead Management • C63 Opportunity Management • C64 Integrated ERP Order and Quotation Management • C67 Pipeline Performance Management • C83 Interaction Center (IC) Service Request Management

4. C66 Account and Contact Management Sales Manager SAP CRM Merge accounts Createa task SAP CRM Sales Employee View Account Fact Sheet Assign account to hierarchy Check task Create new account and contact Create task for account Change account Monitor accounts

5. Divider Page • C66 Account and Contact Management • C65 Activity Management • C39 Lean Campaign Management • C30 Lead Management • C63 Opportunity Management • C64 Integrated ERP Order and Quotation Management • C67 Pipeline Performance Management • C83 Interaction Center (IC) Service Request Management

6. C65 Activity Management Sales Employee SAP CRM Prepare visit Completea task Addvisit details Outgoing call Create opportunity Customer Call SAP CRM Sales Manager Monitor activities* • Requires implementation of CRM Interactive Reporting; • see Business Process Documentation for business process CR2.

7. Divider Page • C66 Account and Contact Management • C65 Activity Management • C39 Lean Campaign Management • C30 Lead Management • C63 Opportunity Management • C64 Integrated ERP Order and Quotation Management • C67 Pipeline Performance Management • C83 Interaction Center (IC) Service Request Management

8. C39 Lean Campaign Management SAP BW / SAP CRM Marketing Manager Create overall Marketing Plan Plan Campaign Execute Campaign Monitor Campaign Analyze Campaign* • Requires implementation of CRM Interactive Reporting; • see Business Process Documentation for business process CR2.

9. Divider Page • C66 Account and Contact Management • C65 Activity Management • C39 Lean Campaign Management • C30 Lead Management • C63 Opportunity Management • C64 Integrated ERP Order and Quotation Management • C67 Pipeline Performance Management • C83 Interaction Center (IC) Service Request Management

10. C30 Lead Management Marketing Employee SAP CRM Create Target Group Create Leads Manually Maintain Attribute List with Attributes Qualify Leads Distribute Leads Sales Employee SAP CRM Transfer Leads to Sales SAP CRMSAP BW Marketing Manager Evaluate Leads* • Requires implementation of CRM Interactive Reporting; • see Business Process Documentation for business process CR2.

11. Divider Page • C66 Account and Contact Management • C65 Activity Management • C39 Lean Campaign Management • C30 Lead Management • C63 Opportunity Management • C64 Integrated ERP Order and Quotation Management • C67 Pipeline Performance Management • C83 Interaction Center (IC) Service Request Management

12. C63 Opportunity Management SAP CRMSAP ERPSAP BW Sales Employee Create Opportunity Qualify opportunity Create quotation Make decision Close opportunity Create sales order Analyze opportunity* Customer accepts quotation Customer creates purchase order • Requires implementation of CRM Interactive Reporting; • see Business Process Documentation for business process CR2.

13. Divider Page • C66 Account and Contact Management • C65 Activity Management • C39 Lean Campaign Management • C30 Lead Management • C63 Opportunity Management • C64 Integrated ERP Order and Quotation Management • C67 Pipeline Performance Management • C83 Interaction Center (IC) Service Request Management

14. C64 Integrated ERP Order and Quotation Management SAP CRMSAP ERPSAP BW Sales Employee / Manager Create opportunity (CRM) Create sales quotation (ERP) Create sales order (ERP) Order fulfillment (ERP)* Customer accepts quotation Customer creates purchase order • Not in scope of the SAP CRM rapid-deployment solution.

15. Divider Page • C66 Account and Contact Management • C65 Activity Management • C39 Lean Campaign Management • C30 Lead Management • C63 Opportunity Management • C64 Integrated ERP Order and Quotation Management • C67 Pipeline Performance Management • C83 Interaction Center (IC) Service Request Management

16. C67 Pipeline Performance Management SAP CRM Sales Director Analyze sales pipeline Maintain opportunity churn rates Plan sales quota Analyze closing date Identify and monitor opportunity changes

17. Divider Page • C66 Account and Contact Management • C65 Activity Management • C39 Lean Campaign Management • C30 Lead Management • C63 Opportunity Management • C64 Integrated ERP Order and Quotation Management • C67 Pipeline Performance Management • C83 Interaction Center (IC) Service Request Management

18. C83 Interaction Center (IC) Service Request Management Inbound E-Mail Processing IC Agent Service SAP CRM Select e-mail Identify Customer Check Customer Information Process solution Provide solution by e-mail reply Wrap Up Contact Customer sends e-Mail Customer Call Inbound Call Processing SAP CRM IC Agent Service Identify Customer Check Customer Information Create Service Request Create Follow-Up Activities Wrap Up Contact