SAP CRM Account Management

SAP CRM 7.0 Detailed View

SAP CR CRM M 7.0 7.0 – SF SFA A Account and Contact Management

Table of Contents

1. Overview 2. Accou Account nt & Contact Contact Managem Management ent in SAP CRM CRM 7.0 3. Fur Further ther Inf Inform ormati ation on

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Account and Contact Management in SAP CRM Sales performance analysis Sales manager

4 Account processing

1

Sales representative

Opportu nity processing

3


Activity processing

2


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Account and Contact Management – Business Scenario

11

The sales representative searches for an acco unt. He checks the interaction histor y of t he accou nt and all ot her related data. The sales representative enters the data of a new contact person whom he met durin g the last customer visit

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The sales representative quick ly upd ates the activity fo r the cust omer visit. He changes the status and adds a visit r eport

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The sales representative quick ly creates a new oppo rtunity f or his account

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The sales manager or sales representative analyses sales performance

Account and Contact Management – Features

Account processing 

Search and display accounts, contacts, employees

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Create and maintain account data

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Classify account and maintain account Life-Cycle

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View all relevant information at a glance

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Create and maintain account buying center

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Print an account information via web browser

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Use PDF-account-fact sheet to distribute relevant information via groupware tasks and appointments

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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

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Streamline your sales, service, and marketing processes

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Focus your sales force on profitable customers

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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

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Enable team selling

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Shorten ramp-up time for new representatives

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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 

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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

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Alex Blake starts his day by checking his calendar

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The first calendar entry is an activity for a visit to one of his accounts

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While preparing the visit, he reviews several types of information 

Activity or task entered in the calendar

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Account information including address, interaction history, and relevant contact persons

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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

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The PDF-Fact-Sheet will get replicated via groupware also for the invited colleagues

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Alex prints the activity and relevant information for his sales visit

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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 . . .

Person

Employee

Individual Account

Org.

Contact Person

Corporate Account

Group

Org Unit (internal Org.)

Business Partner Types

Group Account

Used in CRM

Relations Accounts 



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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 Accounts are 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 Groups are 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

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Table of Contents

1. Overview 2. Account & Contact Management in SAP CRM 7.0 3. Further Information

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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 

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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

*Additional Assignment Blocks are available via Configuration

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

Screenshot Account Overview-Page

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Account Classification

Classification of Accounts 

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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

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

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Customers can customize the subsequent Life Cycle Stages (e. g. an Account in the Stage “Customer” can’t move again in the Stage “Prospect”)

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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 “Customer” can’t be a “Prospect” at the same time)

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

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Account Buying Center

The Buying Center usually represents the network o f people and their interactive influence on buyin g decisions in B2B Scenarios. Account Buying Center 

The user has the option to create and maintain multiple buying centers for an account

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New Assignment-Block for Buying Centers within Account Overview-Page

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Option to save Opportunity Buying Center on Account Level for later re-use in Opportunity

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Option to copy Account Buying Center to Opportunity of the related Account

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Integrated graphical Buying Center on Account and Opportunity-Level

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Copy and Move Hierarchy-Trees between Hierarchies The Account Hierarchy represents the organizational or regional structure of Accounts. Now whole sub-branches of a Hierarchy-Tree can be copied or moved to another Hierarchy-Tree

Account Hierarchies 

With Account Hierarchies the customer can create structures offer

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Option to change the position of a Hierarchy-Node within the Hierarchy with all related accounts

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

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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

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Account Fact Sheet

Account Fact Sheet

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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.

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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.

Rule-based Assignment of Employees

For every Acc ount th ere has to be at least one Employee Responsible assigned to. This cou ld be done manually and now also via the Rule-based Assignment of Employees

Rule-based Assignment of Employees to Account and Contacts 

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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

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Regular Re-Assignment of Employees via Batch-Job

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Option to assign Employees via rule and manually in parallel

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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

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

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

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Transactional Data will get transferred automatically

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

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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

Contact Quick-Create

Contact Quick-Create

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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.

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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.

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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.

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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 Valid from

Valid to

Create Date

CRM

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

Contact Person Relationship

Dependent Objects (Extensions)

31.12.9999

31.12.9999

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

31.12.9999

ERP 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.

Data Quality Management

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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.

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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 Post al 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.

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Data Quality Management Tasks are performed for a whole Validation Group with thousands of AccountRecords. 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.

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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.

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

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Data Quality Management - Task Overview Page

Steps generated dependent on the Task Type Variant

Data Quality Management - Step Detail Page

SOA Services

Business Object

Service Name

Process Component

Business Partner

Cancel Business Partner Relationship Sales Area Information

Business Partner Data Management

Business Partner

Confirm Cancellation of Business Partner Relationship Sales Area Information


Business Partner

Confirm Creation of Business Partner Relationship Sales Area Information


Business Partner

Confirm Deactivation of Business Partner


Business Partner

Create Business Partner Relationship Sales Area Information


Business Partner

Deactivate Business Partner


Business Partner

Find Business Partner Basic Data By Relationship Sales Area Information


Business Partner

Find Business Partner Basic Data by Competency and Basic Data


Business Partner

Find Business Partner Elements by Elements


Business Partner

Read Business Partner Attachment


Customer

Change Customer


Customer

Confirm Customer


Customer

Create Customer


Customer

Read Customer


Table of Contents

1. Overview 2. Account & Contact Management in CRM 7.0 3. Further Information

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Further Information

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

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

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SAP CRM – Demo Portal http://crmportal.wdf.sap.corp:1080

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SAP CRM – WiKi https://wiki.wdf.sap.corp/display/SAPCRMHub/Home

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SAP CRM - Help Portal http://help.sap.com/crm

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SAP Public Web http://www.sap.com/crm

SAP CRM Account Management

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