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 |
|---|
| P1 Plan Sales & Support Operations |
P101 TBD |
P102 TBD |
P103 TBD |
P104 TBD |
P105 TBD |
P101 Gather Demand Forecast |
P102 Validate Demand Forecast |
P103 Gather Supply (Resources) |
P104 Balance Supply & Demand |
P105 Develop Supply Chain Plan |
P106 Publish Supply Chain Plan |
P107 Analyze Supply Chain Plan Deviations |
| P2 Plan Sell |
P201 Gather Sales Data |
P202 Select Planning Strategy |
P203 Establish Baseline |
P204 Allocate Quota |
P205 Review & Approve |
P206 Publish Quota & Incentives |
P201 Gather Sourcing Demand |
P202 Gather Inventory & Schedule |
P203 Calculate Sourcing Plan |
P204 Publish Sourcing Plan |
P205 Analyze Source Plan Deviations |
|
| P3 Plan Contract |
P301 TBD |
P302 TBD |
P303 TBD |
P304 TBD |
P305 TBD |
P301 Gather Demand for Make |
P302 Gather Inventory & Schedule |
P303 Calculate Production Plan |
P304 Publish Production Plan |
P305 Analyze Make Plan Deviations |
||
| P4 Plan Assist |
P401 TBD |
P402 TBD |
P403 TBD |
P404 TBD |
P405 TBD |
P401 Gather Delivery Demand |
P402 Gather Inventory & Supply |
P403 Calculate Delivery Plan |
P404 Publish Distribution Plan |
P405 Analyze Delivery Plan Deviations |
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 |
||||||||
| 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 |