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The collection of processes associated with generating demand (selling products and services to customers). {{this}} includes the daily planning and execution processes required to sell products and contract services and support customers acquiring and using these products and services. | The collection of processes associated with generating demand (selling products and services to customers). {{this}} includes the daily planning and execution processes required to sell products and contract services and support customers acquiring and using these products and services. | ||
==Planning== | ==Planning== | ||
| + | Sales and Support Planning processes establish an estimation of volume and value of sales for current and future periods (the plan) and the actions required (what, how, and when to [[ss:S]], [[ss:C]] and [[ss:A]]) to achieve 'the plan'. | ||
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==Execution== | ==Execution== | ||
| + | Sales and Support Execution processes effectuate 'the plan' through support and conversion of leads and opportunities to customers in the sales funnel. Execution processes are organized by sales strategy: Standard Terms (e.g. standard price lists), By Proposal (e.g. negotiated price/terms), Custom Solution (e.g. engineer-to-order), and Renewal (e.g. subscriptions). | ||
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Sales & Support operational processes describe the day-to-day activities performed by Sales And Customer Support functions. This includes the activities defined as Plan, Sell, Contract and Assist
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The collection of processes associated with generating demand (selling products and services to customers). Sales and Support Operations includes the daily planning and execution processes required to sell products and contract services and support customers acquiring and using these products and services.
Sales and Support Planning processes establish an estimation of volume and value of sales for current and future periods (the plan) and the actions required (what, how, and when to Sell, Contract and Assist) to achieve 'the plan'.
P Plan Sales & Support |
|---|
Sales and Support Execution processes effectuate 'the plan' through support and conversion of leads and opportunities to customers in the sales funnel. Execution processes are organized by sales strategy: Standard Terms (e.g. standard price lists), By Proposal (e.g. negotiated price/terms), Custom Solution (e.g. engineer-to-order), and Renewal (e.g. subscriptions).
S Sell |
|---|
| S1 Sell on Standard Terms |
S101 Land/Welcome Lead |
S102 Identify Needs |
S103 Direct to Offerings |
S104 Provide Features and Advantages |
S105 Upsell and Cross Sell |
S106 Transfer to Contract |
||
| S2 Sell by Proposal |
S201 Identify Leads |
S202 Qualify Leads |
S203 Select Engagement Model |
S204 Analyze Needs |
S205 Develop Solution |
S206 Present Solution |
S207 Refine Solution |
S208 Obtain Acceptance |
| S3 Sell Custom Solution |
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| S4 Sell Renewal |
S401 Initiate Renewal |
S402 Schedule Renewal |
S403 Notify Customer |
S404 Refresh Customer Needs |
S405 Develop Solution |
S406 Present Solution |
S407 Review Feedback |
C Contract |
|---|
| C1 Contract Standard Terms |
C101 Receive Request |
C102 Create Pricelist |
C103 Publish Pricelist |
C104 Negotiate |
C105 Obtain Signatures |
C106 Release Contract |
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| C2 Contract by Proposal |
C201 Receive Request |
C202 Initiate Proposal |
C203 Develop Proposal |
C204 Obtain Approvals |
C205 Submit Proposal |
C206 Refine & Negotiate |
C207 Obtain Signatures |
C208 Release Contract |
| C3 Contract Custom Solution |
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| C4 Contract Renewal |
C401 Receive Request |
C402 Develop Renewal |
C403 Present Renewal |
C404 Negotiate |
C405 Obtain Signatures |
C406 Update Contract |
A Assist |
|---|
| A1 Assist with Inquiry |
A101 Receive Inquiry |
A102 Route Inquiry |
A103 Identify Solution |
A104 Present Solution |
A105 Transfer |
A106 Distribute Solution |
A107 Close Inquiry |
|
| A2 Assist with Claim |
A201 Receive Claim |
A202 Assign |
A203 Investigate |
A204 Determine Action |
A205 Propose Action |
A206 Implement Action |
A207 Settle Claim |
A208 Close Claim |
| A3 Assist with Custom Solution |
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| A4 Assist with Advisory |
A401 Identify Advisory |
A402 Initiate Advisory |
A403 Develop Action Plan |
A404 Implement Action Plan |
A405 Publish Advisory |
A406 Monitor Effectiveness |
A407 End Advisory |