Database Reference
In-Depth Information
8.2.2.2 Territory Management
Territory management enables companies to optimize customer accounts coverage with clear ter-
ritory definition, assignment, and scheduling as well as have complete visibility into team distribu-
tion. The company can recognize and rapidly respond to shifting market demands by placing the
right resources in the right locations to optimize team performance.
Territory management is a tool that can be used to structure and organize the market into indi-
vidual territories according to different criteria like postal codes, products, customer groups, and
customers. Territory hierarchy describes the structure of territories. Using territory management,
a company can define sales territories and territory hierarchies and assign people (and managers)
to the territories, generate sales performance reports by territory, and update the sales territories in
sync with changing market sales.
While the organizational model represents the structure of sales, Territory Management mir-
rors the market. The connecting link between the two is the sales employee, who (from the point
of view of the organizational structure) belongs to the sales office and, from the point of view of
Territory Management, is responsible for a particular sales territory.
Sales employees are not assigned directly in the organizational model, but rather via
a position, so that that vacation and sickness coverage and staff turnover can be pro-
cessed in the system as effortlessly and smoothly as possible. In fact, every post
within a company is defined by a position—a position is a place holder in the
organizational model for an individual employee.
8.2.2.3 Account and Contact Management
SAP CRM manages all relevant information regarding the customer, especially in the context
of cross company cooperation. Using SAP CRM Sales, the sales manager or salesperson can
break sales planning down to the account level. The salesperson can also create, edit, update,
and delete the customer contacts. All of the interactions with the customer, such as phone calls
and visits, can be recorded in the system as activities and follow-ups. And the activities and
follow-ups are visible to all salespeople and sales managers who have access to the customer
information.
Information about different people involved in the sales process can be managed in Account
Management, including
1. Customers
2. Sales prospects
3. Sales partners
4. Competitors
5. Employees
Account management equips sales managers with portal-based access to an abundance of informa-
tion on business partners. The information presented in Account Management can be adapted to
meet the information needs of a variety of employee groups. In this way, agents in the Interaction
Center receive information that is important when addressing problems or processing questions
raised by customers during a call.
 
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