CRMOD Lead Management Process

Leads: A lead is individual who have expressed interest in the company’s product or service. A lead typically includes the contact name, phone number, and the identified product interest. It also includes the information from where lead was generated.

Usually we have large no of lead with little information. The purpose of Lead Management Process is to identify if lead needs to be perused or archived.

Example >> Funnel.

Process:
Overall >> Lead can be assigned at any of these levels using “Sales Person” Information
Start >> New Lead >> Lead Evaluation >> Qualify Leads >> Opportunity >> Stop

Working on Lead Evaluation
Lead Evaluation >> Worth Pursuing >> Qualify Lead
Lead Evaluation >> Do not pursue / Not Qualified >> Archive Lead

Working on Qualified Lead (Rating and Lead Assignment (Manual or through Workflow)
Qualified Lead >> Rejection >> Archive
Qualified Lead >> Acceptance >> Convert to Opportunity

At any of these stage

Lead Qualification Scripts >> May not be activated, optional feature. Using it one can define questionnaire i.e. the required information. Scores are calculated automatically by Siebel. It can be used as a guide to capture all necessary information.

In Leads Management, what can be configured?
1) All Picklist values options.
2) Field Labels, Required fields
3) Default fields values if required.
4) Read/ Write / Edit / Copy rights based on the role.
5) Lead Conversion Mapping.
6) Default Layout based on Roles
7) Lead Detail Layout
8) Search layout

How a lead can be created?
Manually (Lead link in left create box, Leads Homepage)
Through email Siebel Outlook email Integration, Lotus Notes Integration
Import Leads through web services


When to Reject Lead?
It is mostly applicable to two tier sales organization. If the all required information is not there in the qualified lead (product information) or assigned incorrectly (different region). Lead Assignment Rules can be used to reassign rejected leads. And status will get change to “Reject”.


When to Convert Lead?
Fully qualified lead should be converted to Opportunity by clicking on Convert Button. The next screen which comes creates Account, Contact or Opportunity.
Opportunity Name is automatically populated with this conversion. This naming conversion can be changed.

Basics of SIEBEL Sales ( Part 2)

Opportunity: It is defined as potential revenue generating event. This screen is used for following tasks.
1. Receive and respond to assigned leads.
2. Opportunity Management i.e. View, Track, Add activities, contacts, products, Share Opportunity information, Generate Quotes, presentations and information required to close a deal.


Scenario: Opportunity assigned by others.
Condition: An opportunity can be assigned to Sales Person through Call Center Executive, Managers or Assignment Manager.
In this scenario Sales Person has three options in front of him / her i.e. Accept, Reject or Reroute. This can be done after going into Opportunity >> Opportunity List >> More Info >> Changing Status >> Provide Reason.
Rejection or Rerouting would result in creation of reassignment activity for Manager.


Scenario: Sales Person met someone and sees some opportunity.
Condition: An opportunity has to be added by Sales Person in the Opportunity List window. Logically any Opportunity has to be associated with a contact, account and product.

Below are important functionality related to Opportunity.

a) Activity: It identifies an important task that needs to be done by Sales Person to win the deal.
b) Activity Plans: Selecting the template here would create list of activities under selected opportunity. Activity Template can be created at Administration >> Data >> Activity Template View. While creating Activity Template, administrator has to define Sales Stage which they would like to associate the activity template and define the Type where they would like template to be available (the choice of this drop down is configured at TEMPLATE_OBJECT_TYPE type under List of Values.
c) Activity Assignment: Activity created using Activity Template can be assigned automatically to (a) Employee specified in Template. ((b) Employee creating activity. (c) No Employee, assigned later by assignment manager. Assignment is defined based on Employee and category field.
d) Leads: Unqualified opportunity is called as Lead. Lead Qualification status is indicated in “Sales Stage”. This stages can be defined at Administration >> Data
e) Sales Method: Sales method is approach which organisation is following there sales process. It is defined at Application >> Data >> Sales Method. The choices in the drop down list are configured by using SALES_STAGE_PHASE_TYPE in the List of Values. For e.g. 01-Prospecting >> 02-Potential Lead >> 03-Qualification >>04-Opportunity>>05-Disussions >>06-Quote>>07- Negotiation >>08- Proposal >>09-Won>>10-Lost
f) Default Sales Methodology: Sales Persons can define there default Sales Activities using Application Level Menu >> Tools >> User Preference >> Sales Methodology
g) Revenue Class and Revenue Type: Revenue Class is stage under which Sales Process is in. While Type defines further segregation based on kind of revenue and used for forecasting. For e.g. IT Industry, Manufacturing Industry etc.
h) Assessment: Opportunity >> Opportunity List >> Select Opportunity >> Assessment View Tab. Assessment feature in general is used to assess Opportunity, Contact or Account. Assessment ask questions in the form of attributes and score the answers in order to determine a single total score or percentage, which measures or rank a given opportunity or so on. I recommend it to use this feature if sales person have lot of opportunity to deal with and hence prioritization is required.
i) Decision Issues: Area which can influence prospect’s busying decision.
j) Organization Analysis: It is used to automatically create charts to help one analyzing the key contacts and develop relationship strategy to win the opportunity. Under this sales person has to create contacts and has to define there influence on opportunity and reporting hierarchy.
k) D&B: This feature is used for the companies who have large number of global customers. This is useful for Sales Person if he wants to target local operations of global organisation. Under this situation, he can go to D&B screen and access marketing data as well as business and credit report and create a lead. D-U-N-S(Data Universal Numbering System) is important concept of D & B data
l) Competitors: To add competitors information.
m) Reporting: A very important part of any Application .SIEBEL provide following reports out of box:
1. Opportunity by Category
2. Opportunity by Sales Resp
3. Opportunity Summary
4. Opportunity Details
5. Opportunity Status

To generate it steps are: Opportunity >> Opportunity List >> Selected Opportunity >> Reports View tab >> Report Dialog Box >> select Report >> Click Run Now.

n) Correspondence: Sales professional use Correspondence to automate letter writing tasks, send out literature, and track any correspondence.
o) Message: There are two types of message i.e. screen alerts or email screen alerts or both together. It can be achieved by setting up alert based on individual or based on message.

Quotes: Quotes are associated with opportunity. A quote is an offer to a customer for specific product and services at specific price. After creating a Quote it is important to update Opportunity with new quote information. When end user updates opportunity, information is updated in Products and Revenue tab. It is important to maintain accurate forecast and chart.

Creating Quotes from Opportunity: Opportunity Screen >> Opportunity List >> Products View tab >> Product List >> Add Products >> Add # of product and click Auto Quote flag >> Click Quotes View Tab >>Click Auto Quote Field >> Select price List >> Go to Quote through Quote Hyperlink# >> Allowed to make changes in Quote as per latest information >> Quote Line Item List Tab >> Click Menu and choose Reprice (it will make sure that product price reflects quote price)>> Click Menu and choose Update Opportunity (to make sure that quote line items revenue is in sync with opportunity line items) >> go to Opportunity through Opportunity# Hyperlink >> Select View Tab >> Choose list from the revenue drop down menu >> Select Menu and click Update Opportunity (to make revenue summary equal to revenue list line items) >>

Revising Quotes: Quotes can be revised by sales person by following steps i.e. select quote >> click revise >> new quote will be created with new revision# and old will be saved with old revision #.

Proposal: A proposal is an offer to sell product and service with specific terms and condition. It can be long, shot, simple or complex. Process to create proposal i.e. Create Proposal (Reqd) >> Generate Proposal Draft (Reqd) >> Modify the proposal (Option) >> Print proposal draft(option) >> Lock proposal(Option)

Create proposal:
Navigate to the Opportunity Screen >> Opportunity List >> Select opportunity >> Select Proposal View Tab >> Click Auto Proposal >> It will create proposal based on default template or decision issues
Generate Proposal Draft:
Navigate to the Opportunity Screen >> Opportunity List >> Select opportunity >> Select Proposal View Tab >> Select Proposal >> Proposal List >> Click Generate Draft
Modifying Draft:
Navigate to the Opportunity Screen >> Opportunity List >> Select opportunity >> Select Proposal View Tab >> Select Proposal
>> Select TOC
>> Select Edit Layout
Printing: To print for Hard Copy.
Locking: The locked column has to be checked for making proposal read only.

Orders:
Creating Order: Navigate to the Quotes screen, then the Quote List View. In Quote List, drill down on the name of desired quote. Review and click Order View Tab. Click Sales or Service Order. Order is created and to work on order further drill down through Order# hyperlink.

Creating Agreement: Navigate to the Quotes screen, then the Quote List View. In Quote List, drill down on the name of desired quote. Review and click Agreement View Tab. Click Auto Contract. Agreement is created and to work on it further drill down through Agreement# hyperlink. It is used for recurring service contracts that identifies sets of products and service level agreement and payment terms.

Basics of SIEBEL Sales (Part 1)

SIEBEL Sales helps organization to streamline there sales processes and maximize top and bottom line growth. Operationally it helps sales team to manage opportunities, sales pipeline, customer profiles, accounts, products, pricing, competitors, decision issues and sales broachers, data sheets and presentations.

Sales cycle in general:

Suspect >> Prospect >> Opportunity >> Quote >> Order >> Close

In SIEBEL terminology

Prospecting >> Qualification >> Managing Customer Relationship >> Proposing Solution >> Closing

CONTACT Contacts are individuals which whom your company conducts business or expect to conduct business in future.

Scenario: Suppose a sales Person met “ABC” VP of “XYZ” company. He finds that he may sell his services / product to “XYZ” through person “ABC’.

Condition 1: Business were already done with XYZ in past. Under this scenario, he needs to create and add contact with the account.

Condition 2: Business was not done with XYZ in past. Under this scenario, he needs to first create contact and then create account and finally associate contact with the account.

Condition 3: If Sales Person wants to add opportunity to Contact. He needs to navigate Contact Screen, and in contact list, select contact, then clicking on Opportunity View tab and add new opportunity.

ACCOUNT: Accounts are companies with some relationship with your company. The relationship could be customer, competitor, vendor etc.As sales people work with account, they develop relationship with the contacts hence contacts need to be associated with an account.

Scenario: Suppose a sales Person met “ABC” VP of “XYZ” company. He finds that he may sell his services / product to “XYZ” through person “ABC’.

Condition 1: Business were already done with ABC in past. Under this scenario, he needs to only add contact.

Condition 2: Business was not done with ABC in past. Under this scenario, he needs to first create Account and then create and associate contact with the account.

Condition 3: If Sales Person wants to add opportunity to Account. He needs to navigate Account screen, and in account list, select account, then clicking on Opportunity View tab and add new opportunity.

Below are important functionality related to Account:

1) Assessment: Account >> Account List >> Select Account >> Assessment View Tab. It is used to compare accounts to one another, compare them to a model or to know information present for the Account.

2) Credit Profile: Account >> Account List >> Select Account >> Assessment View Tab >> Refresh. It is used to display credit information of selected account so that they may know potential credit risks. This is read only and it comes from external application through Application Service Interfaces (ASI).

Update Contact / Account information in external system

The Application Services Interface (ASI) feature allows a real time contact data update between Siebel and third party external system. It requires user to select record and then choose Update External System.

Handy SIEBEL Object Types Definations

Here are some definitions which SIEBEL business people may find handy.

1) APPLET: It is arrange of data in UI as per business requirements.There are two types of applets used mostly in development i.e. LIST and FORM Applet. However there are other types also as Chart, Web, Tree etc.

2) BUSINESS COMPONENT(BC): It is collection of data in DB organized to reflect users business. It is logical abstraction of one or more DB tables.

3) BUSINESS OBJECTS(BO): It contains relationship between Business Components.It defines business logic and organizes data into logical units.

4) JOIN: A join object definition creates a relationship between a BC and a table that is not the BC's base table. The join allows the BC to use fields using columns from the joined table. The join uses a foreign key in the BC to obtain rows on a one-to-one basis from the joined table, even though the two do not necessarily have a one-to-one relationship.

5) LINK: A link implements a one-to-many relationship between BCs. The Link object type makes master-detail views possible. A master-detail view displays one record of the master BC with many detail BC records corresponding to the master. A pair of links also may be used to implement a many-to-many relationship.

6) MULTIVALUE LINK: A multivalue link is used in the implementation of a multivalue group. A multivalue group is a user-maintainable list of detail records associated with a master record. The user invokes the list of detail records from the master record when that record is displayed in a list or form applet. For example, in an applet displaying the Account BC, the user can click the Select button to the right of the Address text box to see a pop-up window displaying multiple Address records associated with the currently displayed account

7) BUSINESS SERVICES: A business is a reusable module containing a set of methods. It provides the ability to call its C++ or script methods from customer-defined scripts and object logic, through the invoke-method mechanism.

8) VIEW: Visual representation of Business Object Data.

9) SCREEN: It consist of group of VIEWS.

10) APPLICATION: Application defines the VIEWS and SCREENS accessible through menus and page tabs.