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SAP CRM supports the implementation of complete sales cycle as per the customer-specific requirements which leads to maximize sales force productivity, ensure customer satisfaction, and thus quickly increase revenues.
With SAP CRM Sales the complete sales cycle could be managed across different sales channels, i.e. direct sales, channel sales, telesales and e-selling.
SAP CRM offers predefined Business Role [Sales Professional - SALESPRO] for the sales representatives of an organization
With this role SAP standard functionalities related to the Account Management, Activities, Sales Cycle, Pipeline Management and Sales Management can be performed by the Sales representatives.
SAP CRM sales also offers Sales Assistant which could be used by the sales representative to plan sales activities within sales cycle processes, and sales methodologies elements such as buying centre, competitor analysis, project goals, etc. which could be used in an opportunity by the sales representative while preparing value proposition for the customer.
With SAP CRM's Opportunity Management, an organization can maintain and track a sales project at different stages. Thus it provides an option for analysis and optimization of customer-specific business process.
Above 2 images display Assignment Blocks in Create page for an Opportunity
Mainly an opportunity document in SAP CRM contains data related to the Sales cycle, forecast data, classification of opportunity, product data (maintained in Items Assignment Block), and information related to activities, competitor products, sale team, attachments, etc.
An opportunity can be classified based upon the Opportunity Group (such as existing customer or new customer), its origin (such as trade fair), and its priority.
In product data (maintained within Items assignment block), expected product quantity and product value can be maintained at each item level.
CRM also provides functionality to search and maintain the competitor product in the Opportunity document. This relationship between products needs to be maintained in CRM product master data.
As displayed in the above create page images, SAP CRM Sales offers Sales Stage History which presents data related to each sales stage which are completed for the Opportunity. Along with this, SAP CRM is also integrated with SAP BI for the analysis of the Opportunity Management data at different Sales stages and from the forecast data.
Quotation is a legally binding agreement of your company with your customer to deliver specific product in a specified timeframe at a pre-defined price.
Quotation Management includes following processes:
The data maintained in the Quotation document also includes order probability, validity, alternative items, actions and availability check.
SAP CRM offers the functionality of product proposal in a Quotation document. With this you can propose products that your customer may be interested in, while entering the Quotation.
Product proposal functionality can be implemented using:
SAP CRM Sales order processing is used to create and process a sales order and also to trigger logistics processing in the integrated back-end SAP ERP system. Following are the possible sources for creating Sales Orders in CRM:
Sales order can be created as follow-up documents to an existing quotation or multiple existing quotations.
Sales order processing in SAP CRM consists of following steps:
Outbound delivery activities such as picking, packing, transport, and goods issue takes place in the integrated SAP ERP system.
Billing process provided within SAP CRM could be used for creating customer invoices.
General data entered at the header level of the sales order includes transaction types, requested delivery date, employee responsible, contact person, sold-to party and ship-to party.
SAP CRM offers functionality to configure products as part of Internet Pricing and Configurator (IPC) application.
For analysing quotation and sales order processing, SAP BI provides standard reports. For example:
SAP CRM offers functionality to determine pricing information for a sales order.
In the SAP CRM Sales processing there are certain functionalities which are well featured by SAP. Some of these are product determination, listing and exclusion, free goods and availability check. These features are used at different stages of Sales processing within SAP CRM Sales.
During the sales document processing, system can automatically determine and substitute the products.
Listing and Exclusion for a particular account represents which products are permissible or not permissible for that account in a specific timeframe for a particular business transaction.
In case of PPR, assignment of business partners, products and timeframe is done. The necessary settings for the PPR are done in the customizing.
In the newer approach Listing determines a product valid or invalid. This Listing consists of header and item. Header contains the condition technique and item contains PPR information.
With free goods you can implement quantity discount. That is, you can offer a product for free to your customer when a certain quantity of product has been ordered. This feature is also implemented using the condition technique. It could be implemented in two ways:
Through different SAP CRM channels, SAP CRM Sales offers Contract Management which is embedded into the sales cycle. Contract is an agreement with your customer based upon agreed conditions related to price, target value, or target quantity. It allows your company to release products or services based upon these conditions. It could be created based upon an opportunity which is won by the sales employee responsible. Further to this opportunity sales employee responsible and the customer agrees to favourable conditions, based upon which the sales order is then created. Customer needs to accept this contract and then the sales manager releases this contract. Customer can then order products against this released contract. Around completion date of the contract, Sales representative can contact the customer to renew the contract.
The sales orders created are linked to the contract as follow-up documents and thus it keeps record of the entire required information from all the sales orders created.
SAP CRM offers two types of contract:
Contract Management includes following functions related to the sales orders created against it:
Following are relevant status values for a CRM sales contract:
In order to create an order against a contract, you can open the contract and create the order as a follow-up document. Also, you can create the order and use the contract determination to fetch the possible contracts and then select the appropriate one. The order maintains release order list and keeps the check against the agreed maximum quantity and value.
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