Media - Premium Content Publishers > Attract & Retain Customers > Account and Contact Management

Account and Contact Management

Business Scenario

 


Key Performance Indicators

  • Contact Efficiency
  • Customer Satisfaction Index
  • Number of Callbacks as % of total inquiries
  • Percentage of Customer Complaints
  • Cost ratio
  • Cycle Time: Inquiry to Contract
  • Salesperson's Time Spent Selling (Percentage)
  • Partner Opportunities

  • Partner Opportunities in Media - Premium Content Publishers
  • See also

  • Account and Contact Management
  • De Agostini Editore
  • Deutscher Sparkassen Verlag
  • Editorial Aranzadi
  • Gyldendal Norsk Forlag
  • Higher Education Press
  • Malmberg
  • Scenario and Process Component List
  • Verbo Postal
  • Wolters Kluwer Financial Services
  • WoltersKluwer Italy (IPSOA)
  • WoltersKluwer Italy (IPSOA) ROI Study

  • Account and contact management helps companies capture, monitor, store, and track all critical information about customers, prospects, and partners. Sales professional are provided with a single, comprehensive view into all of the information necessary to effectively manage their sales accounts.

    Business Goals & Objectives


    Improving Corporate Strategy

    Ability to Innovate and Change

    Improving Customer Service

    Add 24x7 customer service
    Better service levels
    Enable customers to communicate using preferred channel
    Improve customer retention and loyalty
    Improve process efficiency
    Provide a single face to the customer
    Support multi-channel interaction

    Improving Service Delivery

    Faster access to relevant information

    Increase Speed & Efficiency

    Automate - eliminate errors due to manual processes
    Improve data accuracy and availability

    Increasing Transparency & Accountability

    Increase data transparency

    Reducing Operating Costs & Increasing Efficiency

    Complete interaction history
    Holistic account view
    Optimize customer interaction
    Reduce administration, improve business processes

     



    Business Processes

    Sales Performance AnalysisSAP Component or Feature Available
    The Sales Performance Analysis measures performance from different perspectives in order to give sales managers an overall picture of what is happening into sales more...

    This process is supported by the following SAP and/or partner offerings

  • SAP Marketing (SAP CRM)
  • SAP Marketing for Media
  • SAP Sales Management (SAP CRM)
  • SAP Service Management (SAP CRM)
  •  
    Account ProcessingSAP Component or Feature Available

    Provides you with a solution for managing and processing business partners and contact persons. In addition, the integration of business transactions, contacts, marketing attributes and so on provides quick access to and easy maintenance of all the information on business partners or contact persons.

    This process is supported by the following SAP and/or partner offerings

  • SAP Marketing for Media
  •  
    Activity ProcessingSAP Component or Feature Available

    In this process, you create a business activity, and the data you enter in the business activity is automatically transferred to your groupware administration system, in this case, Microsoft Outlook or Lotus Notes. Next, you document the business activity, for example, using an activity journal or questionnaire.

    This process is supported by the following SAP and/or partner offerings

  • SAP Marketing (SAP CRM)
  • SAP Marketing for Media
  • SAP Sales Management (SAP CRM)
  • SAP Service Management (SAP CRM)
  •  
    Opportunity ProcessingSAP Component or Feature Available

    An opportunity is a recognized possibility for business, for example, the sale of products or services. The opportunity makes up the framework for displaying sales projects from the beginning, and monitoring their success.

    This process is supported by the following SAP and/or partner offerings

  • SAP Marketing (SAP CRM)
  • SAP Marketing for Media
  • SAP Sales Management (SAP CRM)
  • SAP Service Management (SAP CRM)
  •  
    Account PlanningSAP Component or Feature Available
    Provides a sophisticated picture of all planned revenue, associated costs and contribution margin. This enables you to make more informed decisions during planning, and to better control costs from trade spends and discounts.

    This process is supported by the following SAP and/or partner offerings

  • SAP Marketing for Media
  •  
    SAP Product Available Partner Product Available SAP Product Available with Future Releases Partner Product Available with Future Releases Future Focus
    Please note that the Solution Map, containing proprietary information of SAP AG, reflects SAP's current development intentions, which are subject to change. Future focus coverage may be provided by SAP or SAP partners. Check for local availability of all SAP and SAP partner solutions. ©SAP AG 2007