Product Documentation SAP Business ByDesign February Marketing

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1 Product Documentation PUBLIC Marketing

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3 Table Of Contents 1 Marketing Business Background Target Groups and Campaign Management Lead Processing Opportunity Processing Activity Management Marketing-to-Opportunity Business Scenario Leads View Quick Guide for Leads (in Marketing) Tasks Create Leads Using Microsoft Excel Export Business Data Using Microsoft Excel Market Information View Market Information Quick Guide Business Background Document Center Competitors View Competitors Quick Guide Business Background Overviews of Business Partners Competitor Products View Competitor Products Quick Guide Target Groups View Target Groups Quick Guide Tasks Create a Target Group Create a Target Group Using Microsoft Excel Edit a Target Group Table Of Contents P U B L I C 2017 SAP SE or an SAP affiliate company. All rights reserved. 3

4 9 Campaign Management View Campaigns View Campaigns Quick Guide Create and Execute a Direct Campaign Create an Template Business Background Tasks Response Options View Response Options Quick Guide Reports View Lead Funnel Number of Leads SAP SE or an SAP affiliate company. All rights reserved. P U B L I C Table Of Contents

5 1 Marketing Overview By helping you better manage your marketing and presales activities including market development, campaign and lead management, the SAP Business ByDesign solution gives you more control of your sales and service deals. Because SAP Business ByDesign keeps track of relevant prospect and customer information, your sales team has all the information it needs at any time during the sales process. Relevance The Marketing business area is relevant if you need support for: Market development Campaign management Benefits Your managers can prepare highly effective sales and marketing strategies. The SAP Business ByDesign solution makes it easy to build up comprehensive knowledge of your competitors and their products, services, and pricing. Using a central repository of market information in SAP Business ByDesign, you and your staff can store and manage in-depth information about markets, customers, and competitors. As a result, your organization can precisely target its sales and marketing activities. Your sales team can use this information to fine-tune its sales tactics and better position your products and services. Seamless process integration makes information gathered during lead generation available for all other marketing and sales activities. Because of tight integration between your marketing and sales processes in SAP Business ByDesign, all the information collected during lead generation is automatically passed on to your sales force. Your marketing professionals can determine the number and quality of leads and the eventual number of opportunities and sales that result. With this information, your marketers can fine-tune the targeting and messaging of marketing activities. Marketing P U B L I C 2017 SAP SE or an SAP affiliate company. All rights reserved. 5

6 2 About this document The Lead Deletion Runs view of the New Business and Marketing work center enables you to create and schedule mass data runs for deletion of leads. The run will be triggered based on the selection criteria at the scheduled time. In the Background Jobs view of the Application and User Management work center, you can monitor and reschedule MDR jobs that are created by users in other work centers. Mass Data Run (MDR) A Mass Data Run (MDR) is the automatic mass processing of a task or a business transaction. MDRs enable mass processing of business data and are used in business processes, for example, invoice runs, payment authorization runs, or balance confirmation runs. When a user schedules an MDR, the system represents it as a background job. During scoping, it is possible to provide default variants of the MDRs. MDRs are created and maintained in the work centers. Using the Job Scheduler, users schedule the run to execute once or regularly at specified times. For more information, see Mass Data Runs. Tasks Create a Lead Deletion Run Procedure 1. In the New Business or Marketing work center, on the Lead Deletion Runs view, click New to open the New Lead Deletion Run screen. 2. General Data Enter a Run ID and, if required, a description for the run in Run Description. You can further filter the leads considered for the run based on: 1. Select by Account 2. Select by Qualification 3. Select by Creation Date If you choose Select by Account, you can specify Inclusion/Exclusion, Interval Definition, Account From and Account To. If you choose Select by Qualification, you can specify Inclusion/Exclusion and Qualification, for example, Hot, Warm or Cold. If you choose Select by Creation Date, you can specify Inclusion/Exclusion, Interval definition, Date From and Date To. You can add further rows by clicking Add Row or remove any existing by clicking Remove. 3. Review Review the details of the lead deletion run and click Save. 4. Confirmation Click Save. You can also activate the run by clicking Set to Active SAP SE or an SAP affiliate company. All rights reserved. P U B L I C

7 Schedule a Lead Deletion Run 1. In the New Business work center, on the Lead Deletion Runs view, select the saved run and then click Actions and select Set to Active, to activate the run. 2. Click Schedule to open the Schedule Job screen. 3. Choose one of the following options as required: Choose Start Immediately to execute the run immediately. Choose Run After Job and select a job. The run will then be executed immediately after the specified job. Choose Single Run to define a date and time for the run. If you want to execute the run at regular time intervals, choose Recurrence and choose a recurrence for the run, for example, by the minute, hourly, daily, weekly, or monthly. 4. To save the run and return to the Lead Deletion Runs view, click Save and Close. The run has been scheduled and will be executed as specified. 5. You can view the application logs for each run on the Lead Deletion Runs screen, by selecting the required run. Setting status for a Run In the Lead Deletion Runs view, under Actions you can set the status as: Set to Active will set the run to Active status Set to Obsolete sets the active run to Obsolete status Undo Obsolete sets the obsolete run to In Revision status and has to be activated again to set it to Active status. See Also P U B L I C 2017 SAP SE or an SAP affiliate company. All rights reserved. 7

8 3 Business Background 3.1 Target Groups and Campaign Management Overview Target Groups and Campaign Management provide an effective way for sales and marketing professionals within your company to target specific prospects or customer groups in order to generate new business or strengthen relationships. A key strategy in successful marketing is the ability to query your customer database and create different target groups, thus enabling you to target your customers more effectively during your marketing campaigns. Target groups are lists of accounts and contacts that have at least one search parameter in common. It is also possible to manually add accounts and contacts that do not match the search parameters, but still need to be included in the target group. Your company can then assign a target group to a campaign in order to plan, execute and measure the campaign results from within SAP Business ByDesign. Campaign execution generates a Microsoft Excel template that can either be distributed to a marketing agency which then contacts the target group members, or as an input source in Microsoft mail merge or other mailing systems. Benefits Target Groups and Campaign Management is relevant for all sales and marketing companies, whose employees can use this function to segment their market and target the right customers or prospects. Target Groups and Campaign Management enables you to: Create new target groups in an easy step-by-step approach by selecting accounts and contacts based on different search parameters or based on response information Check addressability of your target group members for different communication channels Search, view, create, edit, and execute campaigns Automatically create activities for account and contact history from a campaign Create and add responses to a campaign or use response codes to easily capture campaign responses Monitor campaign key performance indicators (KPIs) and check at a glance who has been contacted, who has not been contacted and why, who has responded using which channel, and who has not yet responded Prerequisites The following prerequisites apply: Campaign management is enabled in your solution configuration. For creating automatic campaign responses via synchronization, office and desktop integration must be enabled. Configuration settings are usually performed by an administrator. If you do not have the required authorization, contact your administrator SAP SE or an SAP affiliate company. All rights reserved. P U B L I C Business Background

9 To find these business options, go to the Business Configuration work center and choose the Implementation Projects view. Select your implementation project and click Edit Project Scope. In the Scoping step of the project, ensure that the following packages are selected: Campaign Management within Marketing Office and Desktop Integration within Communication and Information Exchange Features Target Groups and Campaign Management consists of the following steps: Planning a Campaign Before creating a campaign, you typically define a target group to contact during the campaign. You create target groups in the Target Groups view in the Marketing work center or by choosing New Target Group under Common Tasks. Target groups are created by drawing on your existing customer and prospect database in SAP Business ByDesign using different selection criteria. You specify the target group members by clicking Maintain Members, selecting the relevant query in the Show field, and entering the required selection criteria. If you want to create target groups of accounts or accounts with contacts based on selection criteria that are not available in the standard SAP Business ByDesign system, extension fields can be created and added these to the account or contact screens. For example, you want to create a target group based on the number of employees of a corporate account. To enable you to do this, an administrator first creates the extension field Number of Employees for the Account screens where your company wants to use it (for example, New Corporate Account, Corporate Account Overview). After that the administrator makes this extension field available also in the selection criteria used for creating target groups. The following steps outline in brief how the administrator can make the extension field visible in the selection criteria for a particular query: 1. In the Target Groups view, click New, then choose Target Group. 2. From the Adapt menu, select Enter Adaptation Mode. 3. In the guided activity, click Next to go to Step 2: Select Members. 4. On the Select Members screen, in the Show field, choose the query that should contain this extension field. 5. Click Adapt, then choose Edit Screen. 6. In the adaptation panel that opens, click Extension Fields. 7. Select the section for which the extension field is relevant. 8. Select the Visible checkbox next to the Number of Employees extension field to make it visible on the current screen. 9. You can now try out the field while still in adaptation mode and, if satisfied, publish your changes to all users. 10. If you need this field in other queries that you use for creating new target groups, repeat these steps. For more information, see the following document: Extension Fields Quick Guide.. You can also create target groups in the following ways: Upload a new target group using Microsoft Excel You can create a target group by entering accounts and contacts in a predefined Microsoft Excel template and uploading this list to the SAP Business ByDesign system. Based on a worklist In some work center views you can create a target group based on a worklist. For example, you can create a target group based on a worklist of service orders that have been completed, in order to send an to the target group members and ask them whether they are satisfied with the service that they have received. You can create target groups from worklists in the following work center views: Business Background P U B L I C 2017 SAP SE or an SAP affiliate company. All rights reserved. 9

10 Work Center View Accounts Activities Contacts Leads Opportunities Sales Quotes Sales Orders Returns Registered Products Contracts Service Requests Service Order Processing Work Center Account Management Account Management Account Management Marketing New Business New Business New Business Sales Orders Sales Orders Service Entitlements Service Entitlements Service Desk Service Orders First you prepare your worklist by selecting the relevant query in the Show field, or by clicking Advanced and entering the relevant search criteria. Then you create the target group from this worklist by clicking Export followed by To Target Group. The target group will then contain all accounts and contacts that match this search and are shown as search results in the worklist. Based on a report In some reports you can create a target group based on the results of the report. For example, you can create a target group that contains all accounts with whom you have achieved more than $50,000 revenue for a specific product within the last six months. You can create target groups from the following reports: Activity History Number of Leads Opportunity Pipeline Opportunity Volume Won/Lost Opportunities Sales Quote Volume Sales Order Volume Sales Pipeline Service Order Statistics Service Categories Analysis Return Sales Rate First you call up a report and add the Account characteristic to the rows or columns. Then you click on an account ID or an account name, click on the arrow that appears next to the ID or name, and select Export all Accounts to new Target Group in the dropdown menu. The target group will then contain all accounts that are shown in the report. In addition, the system automatically determines the main contacts of these accounts, based on the account master data, and includes these in the target group. If the master data for a particular account does not have a main contact, then only the account is included in the target group SAP SE or an SAP affiliate company. All rights reserved. P U B L I C Business Background

11 Note that the system determines the main contacts that are currently entered in the master data of the accounts. Therefore it is possible that some contacts in the target group differ from the contacts shown in the report. Based on response options You can create a new target group of all accounts and contacts that have responded with a specific response option to your campaign. When you select members for the target group, choose Campaign Responses in the Show field. For more information on response options, see below. Before creating your campaign, you can check in the target group itself whether all members can be contacted by a certain communication channel. On the Contact Overview screen under Target Groups, it is possible to see in which target groups the contact is a member. Creating a new Campaign Campaigns can be created by going to Campaign Management Campaigns, or by clicking Common Tasks and choosing New Campaign. You can also create a campaign directly from a specific target group as a follow-up action. In this way, this target group is assigned automatically to the campaign. You can then enter a campaign description and specify a campaign type. Available campaign types are , Letter, Phone Call, and Fax campaigns. You can also enter a start date to specify when the campaign is planned to be active, and an end date to specify when the campaign is planned to be finished. You can use these dates to help plan your campaigns. Then you assign an existing target group at whom this campaign is aimed, or you can create a new target group. Optionally you can decide whether to enable the automatic creation of activities from the campaign itself for account and contact history, to include blocked accounts or contacts, or whether to use the personal address of contacts for letter campaigns. If you need to specify how target group members can respond to a campaign, you can assign response options to it. You first define the response options in the Campaign Management view by clicking New on one of the following screens: In the Response Options view, in the worklist In the Campaigns view, directly in the campaign itself, on the Response Options tab of the campaign These response options are then assigned automatically to your campaign. For example, you can define the following response options: Yes No Not sure You can also define more specific response options, such as: Will attend Will attend with 2 people Will not attend You can classify response options as positive, negative, or neutral responses. After you have defined the response options, you can assign them to the campaign on the Response Options tab of the campaign. Executing a Campaign Before a campaign can be executed, a target group must be assigned to it, and a campaign type must be selected. Business Background P U B L I C 2017 SAP SE or an SAP affiliate company. All rights reserved. 11

12 Campaign execution generates a Microsoft Excel template containing all addressable target group members. This Microsoft Excel file can either be distributed to a marketing agency that then contacts the target group members, or used as an input source in Microsoft mail merge or other mailing systems. All addressable target group members are exported to the Microsoft Excel file, depending on the campaign type that has been assigned to the campaign. A member is addressable if the following conditions are met: The member can be contacted by the selected campaign type. For example, for the campaign type, all target group members for whom addresses have been maintained are addressable by and are therefore exported to the Microsoft Excel file. The status of the target group member is set to Active. The member is allowed to be contacted; that is, the Contact Permission field is set to Allowed or is blank. In addition to the address data of the members, the Microsoft Excel file includes response codes. These are unique codes that have been generated automatically for each target group member. The use of response codes can speed up the manual creation of campaign responses; they determine which accounts/contacts have responded, and to which campaign they have responded. After you have executed a campaign you can immediately check who has been contacted successfully, and also who could not be contacted and the reason why contact was not possible. Contacted in this sense means the members who have been exported to the Microsoft Excel file to be used for campaign execution, and are therefore ready to be contacted by whichever communication channel is chosen. Managing Campaign Responses You capture responses by creating activities of the type , letter, fax, or phone call, and assigning a campaign to them. SAP Business ByDesign provides several methods of creating responses, depending on whether they are created mostly by marketing or sales employees. Marketing employees can create responses in the following ways: Manually by selecting a campaign in the Campaigns worklist, and clicking Add Response followed by , fax, letter, or phone call Manually by adding a response in the campaign itself In both cases, the relevant activity opens. The campaign description is proposed automatically in the Campaign field. All you need to do is to enter the person who has responded. Sales or other employees can create responses in the following ways: Manually in the Activities view by creating an activity of the type , fax, letter, or phone call, and assigning a campaign to it Automatically using Microsoft Outlook Integration. Responses received via in your personal inbox can be assigned to a campaign and synchronized with SAP Business ByDesign. When you create a response manually, you can enter one of the following: Campaign ID You then need to manually add the person who has responded. Response code The campaign and the person who has responded are determined automatically. If response options have been assigned to the campaign, you can select the appropriate response from a dropdown list in the Response Options field in the activity. This field is visible if a valid campaign has been entered in the Campaign field SAP SE or an SAP affiliate company. All rights reserved. P U B L I C Business Background

13 The Campaign Overview screen displays all the important information, such as the campaign execution date, the campaign key performance indicators (KPIs), the number of members contacted, and the number of nonresponders. From the Campaign Overview screen you can navigate directly to the execution and response details, such as who has responded and who has not. This information can be easily used, for example, to trigger follow-up actions like contacting all responders via a new campaign. To help you access such information quickly, you can use the Advanced Search in a campaign to search for: Members of a campaign who have not been contacted The search results can then be exported to a new target group or campaign, for example, and be used for further processing. Click Execution Details and choose Members Not Contacted in the Show field. Particular responses to a campaign For example, you wish to see who would like to participate at an upcoming event. Click Response Details, and choose Responses in the Show field. On the Account Overview and Contact Overview screens it is possible to display all campaigns in which an account or a contact has been contacted. On the Contact Overview screen you can also see the response that the contact has given to a particular campaign and the response classification. You can view this information in the Account Management work center: Choose Accounts and open an account. On the Account Overview screen click Sales. Choose Contacts and open a contact. The details are displayed under Campaigns. See Also Target Groups Quick Guide [page 43] Campaigns Quick Guide [page 53] Response Options Quick Guide [page 79] 3.2 Lead Processing Overview Lead processing is used to describe, store, update, manage, and qualify a business partner s potential interest in a particular product or service. It is also used to handle and record all interactions with business partners based on their interest in a product or service over a period of time. The creation of a lead document can be the starting point within the Marketing-to-Opportunity scenario, with the objective of transforming this lead into an opportunity. You can create leads when you participate in trade fairs or conduct marketing, for example. Lead processing helps to automate the presales process, enabling sales representatives to focus on the most promising prospects and opportunities. It also accelerates the stages from a business partner s initial interest in a product or service to the subsequent selling of that product or service. Depending on the way your business is run, you specify in scoping whether leads should be created by the marketing department, and subsequently handed over to the sales department for further processing, or whether leads should be created and processed by the sales department only. Business Background P U B L I C 2017 SAP SE or an SAP affiliate company. All rights reserved. 13

14 Relevance Lead processing establishes and subsequently influences the potential interest of a business partner in your product or service. It also enables you to transform a qualified lead into an opportunity, thereby directly impacting the revenue of your company. It offers your sales representatives a pre-filtered database of open leads. Lead generation and qualification is the first step of a structured and well-defined sales cycle. Prerequisites Configuration settings are usually performed by an administrator. If you do not have the required authorization, contact your administrator. Lead Generation and/or Lead Management is enabled in your solution configuration, depending on whether you create leads in marketing or sales. To find these business options, go to the Business Configuration work center and choose the Implementation Projects view. Select your implementation project and click Edit Project Scope. In the Scoping step of the project, one of the following business packages must be selected: To create leads in marketing and hand them over to sales: Ensure that Campaign Management is selected within Marketing. Then choose Lead Generation. The Lead Management business topic under Sales New Business is selected automatically. To create leads in sales (without handing leads over): Ensure that New Business is selected within Sales. Then choose Lead Management. The Lead Generation business topic under Marketing Campaign Management should not be selected. Under Questions you can see whether lead processing has been selected to work with or without handover from marketing to sales. To do this, select All Elements in the Show field, then navigate to Sales New Business Lead Management. The following business options are displayed: Lead Processing With Handover from Marketing Lead Processing Without Handover from Marketing For the active business option, Yes has been selected automatically. You can display and work on all leads for which you are responsible. If you are working in the New Business work center, and you need to work on leads that are assigned to colleagues, you need to request authorization from an administrator. Features Depending on how your solution has been scoped, leads are created and processed as follows: If Lead Processing With Handover From Marketing has been scoped for your solution, leads are created in the Marketing work center. The leads are qualified as cold, warm, and hot by the marketing department. Once a lead has been qualified as warm or hot, it can be handed over to the sales department. A task is then sent automatically to the sales representative. The responsible sales representative accepts or rejects the leads SAP SE or an SAP affiliate company. All rights reserved. P U B L I C Business Background

15 that have been handed over to him or her. If a lead is accepted, the sales representative can create a followup opportunity or a sales quote. If Lead Processing Without Handover from Marketing has been scoped for your solution, leads are created in the New Business work center. The responsible sales representative qualifies the leads, accepts or rejects them, and can create a follow-up opportunity or a sales quote for accepted leads. When you create a lead, you classify it by selecting a category in the Category field, and specify its origin in the Source field. If a Lead is created as a follow-up document to a campaign, the Source field will automatically be filled with the value Campaign. You can also qualify it by selecting a qualification in the Qualification field. After the lead has been worked on, you accept or reject it and enter a reason why it has been accepted or rejected. The standard system has been preconfigured with sources, qualifications, categories, and reasons, but you can define your own in fine-tuning for Leads. In addition to manually creating leads, you can upload leads using a Microsoft Excel template. Process Flow The following steps explain the typical process flow based on the standard process, which gradually progresses into opportunity management. However, variants of the standard process are also possible. 1. A lead is identified as a result of your company s marketing attempts. For example, a sales representative or marketing employee can generate leads from a marketing campaign or a trade fair. 2. After repeated business interactions, the sales representative creates a detailed lead for the interested business partner. You can also create maintain the details of a lead without creating an account for the business partner. 3. Over a period of time, the lead is followed repeatedly with a view to establish and improve the level of interest. The lead is qualified as either cold, warm, or hot. 4. If a lead reaches a certain qualification level, such as warm or hot, it can be handed over to the sales department for further business activities. 5. The sales representative uses the information gained in the lead to decide whether to generate a follow-up opportunity. See Also Quick Guide for Leads (in Marketing) [page 25] Quick Guide for Leads (in New Business) Leads Configuration Guide 3.3 Opportunity Processing Overview Opportunity Processing allows you to identify and follow through on the possibility of selling goods or services to a particular customer. The opportunity can store all relevant information to help you win, such as the account and all relevant communication, products and prices, members of the sales team and your sales partners who are working on the opportunity, and competitors for this opportunity. In addition, you can classify your opportunity by setting a priority and specifying the source (for example, a trade fair). Business Background P U B L I C 2017 SAP SE or an SAP affiliate company. All rights reserved. 15

16 Relevance Opportunity processing is relevant if: You have long sales cycles The expected sales volume is high You want to monitor sales cycles and track stalled opportunities Prerequisites Configuration settings are usually performed by an administrator. If you do not have the required authorization, contact your administrator. You have enabled Opportunities in your system configuration. To find this business option, go to the Business Configuration work center and choose the Implementation Projects view. Select your implementation project and click Edit Project Scope. In the Scoping step of the project, ensure that New Business is selected within Sales. In the Questions step, expand the Sales scoping element and select New Business. Select Opportunities and answer the question related to Sales Methodology. You can define settings for opportunities, sales cycles, and sales phases. For your implementation project click Open Activity List. Select the Fine-Tune phase, then select the Opportunities and Sales Cycles and Phases activities from the activity list. You can display and work on all opportunities for which you are responsible. If you need to work on opportunities that are assigned to colleagues, you need to request authorization from an administrator. Features An opportunity can be created with or without reference to a lead or a campaign, and can be followed up by a service quote, a sales quote, a sales order or a sales quote for contract. The relevant parties involved and items are copied from the opportunity into the service quote, sales quote, sales order or sales quote for contract. If an Opportunity is created as a follow-up document to a campaign, the Source field will automatically be filled with the value Campaign. If you enter a product in an opportunity for which a price list exists, the price will be determined automatically, based on the price list master data. Discount lists and surcharges defined as master data will also be considered for the price determination. If required, you can overwrite the price that has been determined. Note, however, that no pricing information is copied to sales quotes or sales orders when you create them as follow-up documents from an opportunity. Instead, pricing is carried out again in the sales quote or sales order. In an opportunity you can also enter a product that does not exist as master data in your system. You simply enter a text for a product description. If required, you can also enter a price. However, these product descriptions and prices are not copied to follow-up sales quotes or sales orders. As with other business documents, involved parties are proposed automatically in an opportunity. In fine-tuning for Opportunities, you can define new party roles and influence how some of the party roles are determined in the opportunity. For more information, see Party Processing. An opportunity runs through a sales cycle that is typically broken down into sales phases where specific sales activities are carried out. To ensure consistent company-wide reporting, sales phases used throughout the company can be assigned to analysis phases that are used exclusively for reporting. A sales cycle is broken down into sales phases. In the standard system, the General opportunity sales cycle consists of the following sales phases: SAP SE or an SAP affiliate company. All rights reserved. P U B L I C Business Background

17 Sales Phases 001 Identify opportunity 002 Qualify opportunity 003 Develop value proposition 004 Quotation 005 Decision 006 Close The system keeps track of how many days an opportunity is in a certain phase. In fine-tuning for Sales Cycles and Phases, you can specify for each sales phase after how many days an opportunity is said to be making slow progress or has stalled when no updates have been saved in this opportunity. The system then determines whether the opportunity is On Track, Slow, or Stalled. A traffic light icon visualizes this. In addition, the number of days that the opportunity has remained in a particular phase is displayed in the Days in Phase field. When you change the sales phase in the opportunity, the value in the Days in Phase field is reset to zero. If an opportunity is stalled, a notification can be sent automatically to the manager of the employee responsible of this opportunity. In addition, when you choose the next sales phase of an opportunity, your chance of success of winning this opportunity increases. That is, the percentage value in the Chance of Success field increases automatically, depending on settings in fine-tuning. In fine-tuning you can also specify a default value to be proposed in the opportunity as the chance of success. In addition, you can specify in the opportunity whether it should be taken into account for forecasts. You can enter activities that need to be carried out for this opportunity. For appointments, you can enter visit reports using a predefined template. If the Sales Assistant has been scoped for your solution, then a set of suggested activities is proposed for each phase of the opportunity. You can then select the activities you require for this particular opportunity, and carry them out. For more information, see Sales Assistant. You can set a status for the opportunity and track its progress. The following statuses are provided in the standard system: Statuses Open In Process Won Lost Stopped This status is proposed when you create an opportunity. You must set this status manually. It enables you to set all subsequent statuses. You must set this status manually, and provide a reason why this opportunity has been won. You must set this status manually, and provide a reason why this opportunity has been lost. You must set this status manually. These statuses are preconfigured and cannot be changed. You end an opportunity by specifying whether it has been won or lost, and providing a reason as to why it has been won or lost. For example, an opportunity is lost, and you find out that the reason was because a competitor had offered a better price. You then change the status of the opportunity to Lost, and set the Reason field to Lost due to Price. In fine-tuning for Opportunities, you can define your own reasons and assign them to the Won or Lost status as required. The Opportunity Pipeline provides you with a graphical representation of the opportunities that have been won compared with those that you still expect to win. You can simulate certain changes to your opportunities such as Business Background P U B L I C 2017 SAP SE or an SAP affiliate company. All rights reserved. 17

18 the chance of success or the expected value, directly in the Opportunity Pipeline, and then decide to save or cancel these changes. Process Flow The following steps explain the typical process flow: 1. In the New Business work center, create the opportunity in one of the following ways: As a follow-up to a lead in the Leads view. The system copies details from the lead to the new opportunity. Without reference to a lead, in the Opportunities view. 2. The sales cycle and sales phase are proposed automatically, depending on settings in fine-tuning, The chance of success is also proposed automatically, depending on the sales cycle. You can overwrite these details, if required. 3. Enter details such as the account, the products or product descriptions, the expected value, and whether or not the opportunity should be taken into account for forecasts. 4. You can navigate to the Involved Parties tab to display your sales team and external parties that are dealing with the opportunity. 5. If the Sales Assistant has been configured for your system, you can navigate to the Sales Activities tab and select the activities to be carried out for each phase. 6. When you save the opportunity, it has the status Open. You can change this status to In Process, Stopped, Won, or Lost, according to the actual progression of the opportunity. If you have set the status of the opportunity to Won or Lost, you can enter a reason as to why it was won or lost. 7. If an opportunity is successful, you can create a follow-up service quote, sales quote, sales order or sales quote for contract. See Also Opportunities Quick Guide Opportunities Configuration Guide Sales Cycles and Phases Configuration Guide Sales Cycles and Phases Sales Assistant Party Processing 3.4 Activity Management Overview As part of your daily work you need to deal with various activities throughout the day, such as tasks, appointments, phone calls, letters, faxes, or s. To ensure productivity and efficiency, Activity Management enables you to optimize all activities relating to Customer Relationship Management and ensures that you do not spend too much precious sales time on coordinating routine tasks and activities. With Activity Management you can create and keep track of activities such as appointments or s, either independently or related to your business transactions and business partners. It provides you with a structured view of all activities as well as a complete interaction history between your company and your company's business partners. Sales representatives, for example, can view the outcome of a telephone call with a business partner, and sales managers can gain an overview of all the activities that have taken place in their department during a certain SAP SE or an SAP affiliate company. All rights reserved. P U B L I C Business Background

19 period of time. Activity Management ensures that every employee of a company has the same information about a business partner, so that issues related to the business partner can be processed in an optimal way. Activity Management can increase your sales volume since it is fully integrated in all business transactions and can therefore be used at any time. The system can automatically determine the account and the main contact of this account. For example, for an e- mail activity, these parties are determined based on the sender or the recipient of the , depending on whether it is an inbound or outbound . If your company works with opportunities, you can use the Sales Assistant, a tool to support pre-sales processes. The Sales Assistant provides sales persons with a checklist of recommended activities or tasks that should be executed in each phase of an opportunity. For more information, see Sales Assistant. Microsoft Outlook Integration (Groupware) allows you to exchange information between Microsoft Outlook and the CRM application of your system. You can synchronize your contacts, s, appointments, and tasks to and from Outlook; create service requests in the system from incoming s; and associate s, tasks and appointments with SAP Business ByDesign accounts, campaigns, opportunities, and leads. For more information, see Quick Guide for Microsoft Outlook Integration [page 65]. Prerequisites Configuration settings are usually performed by an administrator. If you do not have the required authorization, contact your administrator. Activity Management is enabled in your solution configuration. To find this business option, go to the Business Configuration work center and choose the Implementation Projects view. Select your implementation project and click Edit Project Scope. In the Scoping step of the project, ensure that Account and Activity Management is selected in Sales. In the Questions step, expand the Sales scoping element and select Account and Activity Management, and answer the questions related to Activity Management. This enables the Activity Categories and Visit Reports fine-tuning activities. To find these activities, click Open Activity List in your implementation project. Select the Fine Tune phase, then select the Activity Categories and Visit Reports activities from the activity list. Features Activity Types Activity Management covers the following activity types: enables you to record business correspondence through electronic mail. The activity is created automatically when you send an from the system. activities can include text and attachments, and automatic sending of s to different groups. You can also synchronize s using Microsoft Outlook. Appointment Appointment enables you to plan and track your customer-related appointments, such as sales calls and meetings. Information is maintained regarding accounts and contacts involved, as well as the date and location of the appointment. You can display your appointment activities in a Calendar or synchronize your appointments using Microsoft Outlook. You can also assign a visit report to the relevant appointments. The information in the visit report may or may not be product-related. Business Background P U B L I C 2017 SAP SE or an SAP affiliate company. All rights reserved. 19

20 Task Task enables you to record information about activities that one or more employees need to perform by a due date. Task activities can cover a wide range of possibilities, such as the preparation of a customer presentation or a reminder to send a birthday card. You can also synchronize tasks using Microsoft Outlook. Letter Fax Letter enables you to record and track information about incoming and outgoing written business correspondence. You need to scan inbound letters in order to store them in the system as attachments to your letter activity. For outbound letters, you click a button in the letter activity to open Microsoft Word. Details of the letter activity such as account, address, subject, and notes are copied into a template that you can edit, store locally, and print out. The notes that you write in the letter activity are used for the body of the letter. You save the letter locally on your computer, and then add it to the letter activity as an attachment. Fax enables you to record business correspondence through the fax channel. The activity is created automatically when you send a fax from the system. Phone call Phone call enables you to record all business exchange through telecommunication. This activity is integrated in the system and is created automatically when you make a phone call from the system. Views Activity Management covers the following views within the Account Management work center: Overview You can prioritize Account Management tasks by gaining access to a work list of open tasks with predefined filters. Activities You can manage all your account related activities and effectively manage and prioritize your time and tasks. You can create activities and maintain important information, such as date, time, location, status, and priority. Reports You can access your activity history to validate the impact and effectiveness of your sales activities. Process Flow Activity Management helps you to manage and control sales projects. The following steps show how Activity Management can assist in turning a qualified lead into a sales opportunity and improve sales volume. 1. Create appointment activity Your customer shows interest in a product or service and calls you requesting a personal visit and demonstration. Your sales person creates an appointment activity to visit the customer, and invites a sales assistant to come along. When the sales person enters the attendee in the appointment activity, the system determines the account and contact details automatically. 2. Create task list, gather information, and prepare visit Your sales person creates a task list for preparing the meeting. The presentation and marketing collateral have already been made, and product and service information is available. The sales person attaches these documents to the task activity. 3. Visit customer Your sales person visits the customer and demonstrates the product or service. The customer shows interest in your product or service and asks for a quotation. 4. Create and send quotation Back in the office, your sales person creates a quotation as a follow-up document to the appointment, and sends the quotation to the customer SAP SE or an SAP affiliate company. All rights reserved. P U B L I C Business Background

21 5. Write visit report and create follow-up activity The sales person writes the visit report. He or she also creates a follow-up activity for the customer, for example, a letter. 6. Analyze activities Your sales manager finally reviews all sales activities. You can also create an activity as a follow-up document to a business document such as an opportunity. An activity as a follow-up document can also be created automatically if an , appointment, or task has been associated to the opportunity using Microsoft Outlook Integration. This information is displayed in the Document Flow tab of both the activity and the business document. Note that for the business document you need to select Extended View in the Show field. In some business documents, this information is also displayed in other places. For example, for an opportunity, the follow-up activity is displayed under Sales Activities; for a lead it is displayed under Related Activities. 3.5 Marketing-to-Opportunity Business Scenario Overview The Marketing-to-Opportunity business scenario enables you to manage marketing and pre-sales activities with the goal of generating new business for customers and prospects. You can run campaigns, capture responses, generate leads, manage opportunities, and initiate and track related sales activities. Alternatively, you can use this business scenario without campaigns, which means that no marketing department is involved, and leads and opportunities can be created without using a campaign. There is also an enhanced function for Microsoft Outlook integration that allows you to directly assign s to specific campaigns in Outlook and synchronize this information with the SAP Business ByDesign system. In addition, the pipeline simulation feature provides an interactive combination of graphic and table list of the opportunities. The What-if analysis simulates how changes would affect your pipeline. For more information, see here. Process Flow 1. Creating Target Group The Creating Target Group business process enables you to create a target group based on search criteria, reports, or transactional data. The search results can then be added to your new target group. In addition, you can also manually add accounts and contacts that do not match the search parameters, but that also need to be included in the target group. Before assigning your target group to a campaign, you can check whether all members in the target group can be contacted using one particular channel of communication. 1. Define and Maintain Target Group When creating a new target group, you query your customer and prospect database by using different search criteria. The search results can be added to your new target group. In addition you can also manually add accounts and contacts that do not match the search parameters, but need to be included in the target group as well. Before assigning your target group to a campaign, you can check in the target group itself whether all members can be contacted by a certain communication channel. Business Background P U B L I C 2017 SAP SE or an SAP affiliate company. All rights reserved. 21

22 2. Creating and Executing Campaign The Creating and Executing Campaign business process enables you as a marketing employee to create a campaign, assign the newly created target group, and select a campaign type. In addition, you can decide whether to automatically create activities out of the campaign for account and contact history. Following this, the campaign can be executed. The campaign is executed by exporting to a Microsoft Excel template all target group members who are addressable according to the selected campaign type. 1. Create Campaign The marketing employee creates a campaign, assigns the newly created target group, and selects a campaign type. In addition, he can decide whether to automatically create activities out of the campaign for account and contact history or not. He can also add response options to a campaign to track how customers have responded. Now the campaign is ready to be executed. 2. Execute and Monitor Campaign To execute a campaign, the marketing employee carries out a Microsoft Excel export of all target group members who are addressable according to the selected campaign type. A target group member is addressable if the required communication data is maintained, the target group member is allowed to be contacted, and the status is Active. The Excel template contains all addressable target group members and their address data as well as a personalized response code per member. The personalized response code is generated by the system and is a unique identifier that helps to easily create campaign responses later. After campaign execution, the status of the campaign changes automatically to Active. The execution details of the campaign show which target group members could be contacted and which ones could not, and why they could not be contacted. Contacted in this case means which target group members could be exported to Excel and are now available to be contacted. 3. Contact Target Group Members The marketing employee takes care of contacting the exported target group members; this happens outside the system. Here the marketing employee has several options. For example, he can either distribute the Excel template to an external marketing agency or call center who then contacts the target group members. Or he can contact them by himself by using the Excel template as an input source, for example for Microsoft mail merge or other mailing systems, to create mass mailings or s. 4. Capture Campaign Responses The marketing employee captures the campaign responses by assigning an activity, a lead, an opportunity, a sales quote, or a sales order to a campaign, either by selecting the campaign or by using a response code where the system automatically determines the campaign, the account and the contact. If response options have been assigned to the campaign to capture specific responses, these response options can be selected in the activity as well. The supported activity types are , phone call, fax, and letter. 5. Finalize and Check Campaign Results To finish a campaign the marketing employee sets the status to Finished. The campaign overview shows all campaign related key performance indicators that help to measure the campaign result. All captured responses can be monitored in the campaign as well. This information can be easily used, for example, to trigger follow-up actions like contacting all responders or non-responders once again. 3. Creating Lead Lead Generation by Marketing and Hand Over to Sales 1. Create Lead The marketing employee can create a lead as a follow-up document of a campaign response. A lead can also be created without any preceeding document. 2. Qualify Lead The marketing employee needs to qualify the lead. 3. Hand Over Lead If the lead is qualified as warm or hot the marketing employee can hand it over to a sales colleague to initiate the sales process SAP SE or an SAP affiliate company. All rights reserved. P U B L I C Business Background

23 4. Accept or Reject Lead The sales employee finds the handed over lead in his work inbox and can either accept or reject it. When accepting or rejecting the lead, the sales employee must maintain a reason. The marketing employee is informed if a lead has been rejected. Optional: Creating Lead Lead Generation by Sales The Creating Lead - Lead Generation by Sales process variant enables you to create leads by the sales department. A lead can be created by a sales employee as a follow up document of a campaign response. A lead can also be created without any preceding document. The sales employee can start working directly on the lead and can qualify it. There is no handover process from a marketing department. 4. Creating and Developing Opportunity The Creating and Developing Opportunity business process enables you to create an opportunity as a followup document to a lead. Opportunity Management helps to proactively manage the process of closing sales, and allows sales employees to get a comprehensive view of an opportunity from the initial phase of creating an opportunity to managing opportunity related activities, maintaining opportunities, and tracking opportunities. While working on a opportunity, a couple of activities have to be performed to ensure that an opportunity is realized and results in a sales order; the sales assistant in Opportunity Management supports this feature. In addition, you are provided with a large number of reports that you can run to see, for instance, the number of opportunities and their current status as well as the expected value of the sum of all the opportunities. 1. Create Opportunity The sales employee can create an opportunity as a follow up document from a lead. All relevant information from the lead is taken over to the opportunity automatically. An opportunity can also be copied from an existing opportunity or created without any preceding document. Opportunities offer the ability to have multiple sales cycles. Each sales cycle defines phases. The phases help to track the development of the opportunity. Depending on the phases, the chance of success can increase. 2. Manage Opportunity The sales employee can manage and capture a large variety of data within the opportunity; he or she can add products, documents, or links related to the opportunity; all contacts related to the opportunity are available, and any known competitors can be assigned. If the opportunity should be tracked in the forecast, it can be marked as relevant for forecast. 3. Plan and Track Sales Activities Each sales phase in an opportunity can be mapped to a couple of activities that have to be performed to ensure that this opportunity will be won and will result in the end in a sales order. To schedule the appropriate activities, the sales assistant helps to work in a structured way and to assign the activities to the appropriate team members. 4. Monitor Pipeline The opportunity pipeline provides an interactive combination of graphical representation and table list view of opportunities. The marketing employee can perform a so-called What-if analysis by changing some opportunity data to check how the simulated results would affect the pipeline. The changes can either be saved and applied, or canceled. 5. Finalize Opportunity If an opportunity is in the final sales phase, and the customer wants to place an order, the status can be set to won, and a follow-up quote or order can be created as a follow-up document. In case the opportunity could not be won, the status must be set to Lost. A reason must be maintained for the opportunity, regardless of whether it has been won or lost. An opportunity can also be set to Stopped if no further working on this opportunity is needed. All of the specific information is used in a large number of reports that can provide management with business information such as the number of opportunities and their current stage of progress, as well as the current expected value of all opportunities. Business Background P U B L I C 2017 SAP SE or an SAP affiliate company. All rights reserved. 23

24 See Also Marketing-to-Opportunity business scenario SAP SE or an SAP affiliate company. All rights reserved. P U B L I C Business Background

25 4 Leads View 4.1 Quick Guide for Leads (in Marketing) The Leads view in the Marketing work center allows you as a marketing employee to manage your leads efficiently, enabling you to maintain relationships with your customers and prospects and to close sales. In this view you can create, manage, and qualify your leads, and hand them over to sales. You can create leads on the basis of phone calls or campaign responses, for example. You can also create your leads using a predefined Microsoft Excel template and upload them to the SAP Business ByDesign system. In addition, you can specify the source of your leads, classify them according to a particular interest, and qualify them as cold, warm, or hot. Afterwards you can view them, and track and analyze their success over a certain time frame. After you have qualified a lead, you hand it over to a sales employee to initiate the sales process. This builds a foundation for the further development of a lead into an opportunity or another follow-up document such as a sales quote or a sales order. If the Lead Processing With Handover from Marketing business option has been selected for your solution, then an employee working in marketing creates leads in the Leads view in the Marketing work center and subsequently hands them over to sales. An employee working in sales then processes the leads further in the Leads view in the New Business work center. In this case it is not possible to create leads in the New Business work center. If the Lead Processing Without Handover from Marketing business option has been selected for your solution, then an employee working in sales creates leads in the Leads view in the New Business work center. In this case, the Leads view is not visible in the Marketing work center. You can display data in a Leads worklist as a chart using the analytical view function. This function helps you to get a quick overview of all data in the worklist. Business Background Lead Processing Lead processing is used to describe, store, update, manage, and qualify a business partner s potential interest in a particular product or service. It is also used to handle and record all interactions with business partners based on their interest in a product or service over a period of time. The creation of a lead document can be the starting point within the Marketing-to-Opportunity scenario, with the objective of transforming this lead into an opportunity. For more information, see Lead Processing [page 13]. Target Groups and Campaign Management Target Groups and Campaign Management provide an effective way for sales and marketing professionals within your company to target specific prospects or customer groups in order to generate new business or strengthen relationships. For more information, see Target Groups and Campaign Management [page 8]. Leads View P U B L I C 2017 SAP SE or an SAP affiliate company. All rights reserved. 25

26 Opportunity Processing Opportunity Processing allows you to identify and follow through on the possibility of selling goods or services to a particular customer. The opportunity can store all relevant information to help you win, such as the account and all relevant communication, products and prices, members of the sales team and your sales partners who are working on the opportunity, and competitors for this opportunity. In addition, you can classify your opportunity by setting a priority and specifying the source (for example, a trade fair). For more information, see Opportunity Processing [page 15]. Activity Management As part of your daily work you need to deal with various activities throughout the day, such as tasks, appointments, phone calls, letters, faxes, or s. To ensure productivity and efficiency, Activity Management enables you to optimize all activities relating to Customer Relationship Management and ensures that you do not spend too much precious sales time on coordinating routine tasks and activities. For more information, see Activity Management [page 18]. Business Scenario: Marketing-to-Opportunity The Marketing-to-Opportunity business scenario enables you to manage marketing and pre-sales activities with the goal of generating new business for customers and prospects. You can run campaigns, capture responses, generate leads, manage opportunities, and initiate and track related sales activities. Alternatively, you can use this business scenario without campaigns, which means that no marketing department is involved, and leads and opportunities can be created without using a campaign. There is also an enhanced function for Microsoft Outlook integration that allows you to directly assign s to specific campaigns in Outlook and synchronize this information with the SAP Business ByDesign system. In addition, the pipeline simulation feature provides an interactive combination of graphic and table list of the opportunities. The What-if analysis simulates how changes would affect your pipeline. For more information, see Marketing-to-Opportunity. Tasks Create a Lead 1. Click New, then choose Lead. You can also click Common Tasks in the taskbar and choose New Lead. 2. Under Account, enter details of the account associated with the lead. In the Name field, enter the account name or ID. If necessary, you can search for an account or click New to create a new account. The system will automatically display the related master data. You can maintain address details for a lead without an account by clicking on Address Details. 3. Enter details of the lead such as the description and, if necessary, overwrite the start and end dates. You can enter the prospect's interests under Notes. In particular, qualify and classify the lead by selecting the appropriate entries in the Qualification, Category, and Source fields SAP SE or an SAP affiliate company. All rights reserved. P U B L I C Leads View

27 The system proposes the Employee Responsible Marketing and Employee Responsible Sales automatically, based on system settings. 4. Under Contacts, enter the contacts associated with the lead as follows: To assign an existing contact to the lead, click Add Row. Enter the contact, or search for it. The system automatically displays the related contact information. If you need to create a new contact, click New. In the New Contact editor, fill in all contact details, then click Save and Close. The new contact is automatically taken over into the lead. 5. Save the lead. The new lead is saved to the system and added to the list in the Leads view. To open the lead from this list, click on the link of the relevant lead. You can also create leads by entering them in a predefined Microsoft Excel template and uploading them to the SAP Business ByDesign system. For more information, see Create Leads Using Microsoft Excel [page 29]. Create Leads Using Microsoft Excel You can create leads by entering them in a predefined Microsoft Excel template and uploading them to the SAP Business ByDesign system. For information on this task, see here [page 29]. Edit a Lead Certain restrictions apply when editing leads that have been accepted or rejected: Leads that have been accepted or rejected by a sales employee in the New Business work center can no longer be edited by a marketing employee in the Marketing work center. However, if required, a sales employee can edit such a lead in the New Business work center. Leads that have been rejected by a marketing employee in the Marketing work center can no longer be edited. 1. In the Leads view, select the lead that you want to change and click Edit. 2. You can then do the following: Change details of the lead Hand the lead over to sales by clicking Hand Over Reject the lead by clicking Reject 3. Save your changes. You can see more details, for example Document Flow, by selecting View All. Hand a Lead Over to Sales After you have qualified your lead, you can hand it over to the employee responsible in sales. 1. In the list of leads, check whether the lead to be handed over has the status Qualified. Leads View P U B L I C 2017 SAP SE or an SAP affiliate company. All rights reserved. 27

28 2. Select the lead and click Hand Over. Alternatively, you can open the lead to view the details, and then click Hand Over in the lead itself. After the lead has been handed over, its status changes to Handed Over. The system sends a task to the employee responsible in sales, requesting that the lead be accepted or rejected. Delete a Lead 1. In the list of leads, select the lead to be deleted. 2. Click Delete. Display a Graphical Analysis of a Leads Worklist 1. In the worklist, from the Group By dropdown list, choose a criterion by which to group data. 2. To view all data from the worklist in the Analytical View section, click the chart icon next to the filter icon. 3. In the Analytical View section, choose a chart type to display the data. 4. Double-click a data section in the chart to filter the original worklist. You can clear the filter by clicking Back to Full Chart in the Analytical View section or deleting the filter content in the worklist. For some worklists, such as the Opportunities worklist in the Opportunity List view in the New Business work center, you can aggregate the grouped data using different criterion (for example, expected value). You can then select different analysis methods (for example, count, sum, average, maximum, or minimum) to sort the data, and choose different chart types to present the data from the worklist. Export Leads to Microsoft Excel You can export leads to Microsoft Excel. For more information, see Export Business Data Using Microsoft Excel [page 31]. Create a Target Group from a Leads Worklist For marketing purposes you can create a target group of accounts listed in a worklist. To do this: 1. Call up the required worklist, and modify it to your needs. 2. Click Export followed by To Target Group. The New Target Group screen opens. 3. Check the details and save the target group. Generate Leads Automatically from Campaign Response Upload Template You can generate leads automatically through campaigns using campaign response upload template. The leads are generated automatically when the Response Option ID is enabled for lead generation or the response type is Lead in the template. For more information, see Importing Campaign Responses using Microsoft Excel and Response Options Quick Guide [page 79] SAP SE or an SAP affiliate company. All rights reserved. P U B L I C Leads View

29 4.2 Tasks Create Leads Using Microsoft Excel Overview You can create leads by entering them in a predefined Microsoft Excel template and uploading them to the SAP Business ByDesign system. Prerequisites You have installed the latest Add-In for Microsoft Excel. Depending on your solution set-up, you can do this from the Self Services Overview in the Home work center, from the Download Center in the Application and User Management work center, or from the Download link that is available directly on the user interface. Also, the settings for your browser must be set correctly. You can check this by clicking Check My Computer Settings on the logon screen. If the Lead Processing With Handover from Marketing business option has been selected for your solution, then an employee working in marketing creates leads in the Leads view in the Marketing work center and subsequently hands them over to sales. An employee working in sales then processes the leads further in the Leads view in the New Business work center. In this case it is not possible to create leads in the New Business work center. If the Lead Processing Without Handover from Marketing business option has been selected for your solution, then an employee working in sales creates leads in the Leads view in the New Business work center. In this case, the Leads view is not visible in the Marketing work center. Steps In the SAP Business ByDesign system, in the Leads view of the Marketing or New Business work center, click New and Leads from Microsoft Excel. Get the Template 1. Select the template. Choose the template in the required language and click Download. You can choose any language that you have selected during scoping. If you have selected only one language during scoping, you will not get a selection of language versions to choose from. 2. Decide what you want to do with the template. Choose one of the following options: If you want to use the template only once, you can open the template without saving it. Click Open. If you want to save the template so that you can use it again, choose a location to save the file to, enter an appropriate file name, and click Save. Then click Open. If you have previously downloaded and saved this template on your computer, navigate to the location where you have saved the template, and open it. Leads View P U B L I C 2017 SAP SE or an SAP affiliate company. All rights reserved. 29

30 Log on to the solution from Microsoft Excel 1. In the SAP Add-In ribbon in Microsoft Excel, click Logon. If the SAP Add-In ribbon is not displayed, check to make sure that the Add-In for Microsoft Excel has been installed correctly (see Prerequisites in this document). A dialog box opens where you can enter the logon details. The system URL is proposed automatically. The system URL is the URL of the system that you are working with. 2. Enter your user ID and your password, and click Logon. After initial logon to the system, the ribbon text is changed from SAP Add-In to the name of your solution. Enter Details in the Microsoft Excel Template Note the following: The Microsoft Excel template is presented with a number of rows where you can enter or copy your data. If you need more, add the number of rows you need before you start entering or copying your data. Ensure that mandatory fields (those marked with an asterisk) are filled. To help you fill in the details: Some fields have dropdown lists. In some fields you can search the system for data, for example, countries. Place the cursor on the field, and click Lookup in your solution's tool bar or ribbon to search the system. A search field is available in the Lookup dialog box that appears. When you start to type text in the search field, the relevant entries are filtered in the ID and Description columns, meaning that you do not have to scroll through the whole list. If the Lookup button is not active in the ribbon or toolbar, then it is not possible to perform a search. Enter the leads into the rows, and in the appropriate columns. You can also enter leads without account. Save Your Data 1. After you have finished entering all the data, save the Microsoft Excel file. 2. Click Save Data to. A dialog box opens, informing you that the data is being saved to the solution. After the upload, a message informs you that your data has been saved in the solution. If you do not provide all the required information, or if you provide incorrect information, some records will not be saved. Error messages will highlight the problems so that you can correct them and save the data again. 3. You can then log off by clicking Logoff. Result The new leads are saved in the SAP Business ByDesign system and added to the list in the Leads view. If you need to make changes to these leads, you must change them directly in the system SAP SE or an SAP affiliate company. All rights reserved. P U B L I C Leads View

31 4.2.2 Export Business Data Using Microsoft Excel Overview You can export reports and worklists to Microsoft Excel documents. You can use these documents for further analysis, and in some cases, edit and upload them to the solution. You can export data from a report or from a worklist. Prerequisites You have installed the latest Add-In for Microsoft Excel. Depending on your solution set-up, you can do this from the: Self Services Overview in the Home work center Download Center in the Application and User Management work center Download link that is available directly on the user interface The settings for your browser must be set correctly. You can review the information about computer settings by clicking Check My Computer Settings on the logon screen. You must be authorized to perform an export to Microsoft Excel. Procedure 1. Go to the screen with the data you want to export. 2. Depending on the type of data, choose one of these options: For a report, you can either export a chart or a table. To do so, select the report, and click Switch to Chart or Switch to Table. For a worklist, select the worklist and click Go. 3. Click Export, then choose To Microsoft Excel. 4. Optional: Personalizing your excel export 1. To select the columns in your exported excel, do the following: a. In the title bar, click Personalize This screen b. In the side panel, select Display Settings. c. In the Display Settings dialog box, you can export all the columns in the view by selecting All in the Export Columns field The default value for this field is Visible, which exports only the currently displayed columns. 2. To select the language for your excel export, do the following a. In the Display Settings dialog box, set the Language Selection field to Show and click OK b. Click Save. c. Click Export, then choose To Microsoft Excel d. Select a language in the dialog box that opens. Leads View P U B L I C 2017 SAP SE or an SAP affiliate company. All rights reserved. 31

32 The column selection preference in this dialog box allows you to override the personalized setting. This selection is valid for the current export only. 5. Select the template in the dialog box that is displayed. If there is only one template that has the logged in language variant, then the export will be performed in the logged in language, and no user interaction is required. If there is only one template in the system for this export scenario, but the logged in language variant is not available, then export will be performed in the English language. If there is more than one template in the system for this export scenario, the Template List dialog box is displayed. In this dialog, you can select the Microsoft Excel template that you want to use for the export. The template will dictate how your exported data will be formatted. The Microsoft Excel version that is relevant for each template is displayed. 6. Click Download. 7. A message shows that you can open or save the file which contains the data that you have just exported from the solution. Click Open or Save depending on what you want to do with the exported data. Depending on whether you click Open or Save, there are two possible results: If you click Open, a worksheet opens with the data in Microsoft Excel. The file has a temporary name, but it is not saved. You can use all the functions of Microsoft Excel to organize the data and to save that worksheet. If you click Save, a Save As dialog box opens. You can specify an appropriate file name and a location to save the exported Microsoft Excel file to. A message will inform you when the download has completed successfully. You can later navigate to the location where you have saved the template and open it SAP SE or an SAP affiliate company. All rights reserved. P U B L I C Leads View

33 5 Market Information View 5.1 Market Information Quick Guide The Market Information view enables you to store documents centrally, and to upload, search, and view external and internal documents. You can access this view from the Marketing work center. This view allows you to manage unstructured content and have access to up-to-date information about your company, the market in which you operate, your products, and your competitors. This information can help you develop a marketing or sales strategy, or prepare for a meeting with a customer, for example. Business Background Document Center You use the Document Center to upload and store documents, pictures, or other file types directly in your work center. Files uploaded to the document center can be viewed, edited, and deleted by anyone from directly within the work center. The document center ensures that your documents are up to date by offering exclusive editing rights using a check-in/check-out policy. For more information, see Document Center. [page 35] Business Scenario: Marketing-to-Opportunity The Marketing-to-Opportunity business scenario enables you to manage marketing and pre-sales activities with the goal of generating new business for customers and prospects. You can run campaigns, capture responses, generate leads, manage opportunities, and initiate and track related sales activities. Alternatively, you can use this business scenario without campaigns, which means that no marketing department is involved, and leads and opportunities can be created without using a campaign. There is also an enhanced function for Microsoft Outlook integration that allows you to directly assign s to specific campaigns in Outlook and synchronize this information with the SAP Business ByDesign system. In addition, the pipeline simulation feature provides an interactive combination of graphic and table list of the opportunities. The What-if analysis simulates how changes would affect your pipeline. For more information, see Marketing-to-Opportunity. Tasks Upload a Document 1. Choose New 2. Choose Browse and locate the document you wish to upload. 3. Enter the Document Name. To enable versioning of the file, select the Versioning Enabled checkbox. 4. Enter a Detailed Description or any additional information that is required, such as the Author, the Document Language, or any relevant Keywords. 5. Select Save and Close. Market Information View P U B L I C 2017 SAP SE or an SAP affiliate company. All rights reserved. 33

34 Edit a Document 1. If versioning is enabled for the document you wish to edit, select the document and choose Check Out. If versioning is not enabled, select the document and choose Download. To edit only the document properties, such as the Detailed Description, Author, Document Language, or Keywords, select Edit Properties. 2. The system prompts you to download the document for editing on your local computer. Choose Save to save the document to your computer for editing. To edit the document, you must have the necessary editing software installed on your local computer. 3. When you have finished editing the document, save your changes, select the document you have checked out in the document center, and choose Check In. 4. Choose Browse and locate the document on your local computer. If versioning is enabled for this document, select the Version Type based on the scope of your revisions. If your changes are major and significant, select Major Revision. This revision will then be represented as an increase in the first number of the version number, for example, Version 2.0. For minor changes, select Minor Revision. Minor changes are represented in the second number of the version number, for example, version Select OK to save your changes and upload the new version of the document. Search for a Document 1. Enter a search term in the Find field and click Go You can find documents using the Group By criteria. This option allows you to quickly display a list of documents sorted by various basic criteria, such as the file type, as well as by keywords that you can define. You can create keywords for documents by editing the document properties. When you enter a search term, the system searches both the document titles and document content for the entered term and displays the results in the list. 2. To use the advanced search option, choose Advanced. You can enter search criteria such as the Author, Changed On (date), Document Language, or specific Keywords. Newly uploaded documents are first processed by the system and cannot be immediately found via the search function. This process takes approximately five minutes SAP SE or an SAP affiliate company. All rights reserved. P U B L I C Market Information View

35 5.2 Business Background Document Center Overview You use the Document Center to upload and store documents, pictures, or other file types directly in your work center. Files uploaded to the document center can be viewed, edited, and deleted by anyone from directly within the work center. The document center ensures that your documents are up to date by offering exclusive editing rights using a check-in/check-out policy. If you want to collaborate with your colleagues on the document, or if you wish to store the history of the changes to a file, select Versioning Enabled in the document properties. When versioning is enabled, A major revision is represented by an increase of the first digit in the version number of the document. Within a major version of a document, there can be several minor versions, which are represented by the second digit in the version number. For example, the first draft of a product specification would be version 1.0. Minor changes to this document made by colleagues while the product is still in the planning stages would be marked as versions 1.1, 1.2, etc. Major changes such as corrections after production has started justify a new version number, for example 2.0. The typical use of the Document Center is described in the steps below: 1. A new document is uploaded to the Document Center. To enable collaboration with colleagues and to track the version history of the document, the person uploading the document selects Versioning Enabled from the document properties. 2. The document is shared with colleagues using link to the document from. 3. To edit the document, a colleague first checks out the document by clicking Check Out. 4. After editing and saving the document, the colleague checks in the new version of the document by clicking Check In and uploading the new version of the document. Market Information View P U B L I C 2017 SAP SE or an SAP affiliate company. All rights reserved. 35

36 6 Competitors View 6.1 Competitors Quick Guide The Competitors view enables you to store and view competitor information, such as the Web site, the classification, and the products of a competitor. This information allows you to make informed decisions that help you to compete successfully in your market. You can access the Competitors view from the Marketing work center. Since your company has selected the Buy, Sell, and Administrate implementation focus, there will be slight differences between your solution and the standard as outlined below. For more information, see What Works Differently in Buy, Sell, and Administrate. If your system has not been deployed, all information is shown because there is no scoping-relevant filter. Business Background Target Groups and Campaign Management Target Groups and Campaign Management provide an effective way for sales and marketing professionals within your company to target specific prospects or customer groups in order to generate new business or strengthen relationships. For more information, see Target Groups and Campaign Management [page 8] Lead Processing Lead processing is used to describe, store, update, manage, and qualify a business partner s potential interest in a particular product or service. It is also used to handle and record all interactions with business partners based on their interest in a product or service over a period of time. The creation of a lead document can be the starting point within the Marketing-to-Opportunity scenario, with the objective of transforming this lead into an opportunity. For more information, see Lead Processing [page 13] Business Scenario: Marketing-to-Opportunity The Marketing-to-Opportunity business scenario enables you to manage marketing and pre-sales activities with the goal of generating new business for customers and prospects. You can run campaigns, capture responses, generate leads, manage opportunities, and initiate and track related sales activities. Alternatively, you can use this business scenario without campaigns, which means that no marketing department is involved, and leads and opportunities can be created without using a campaign. There is also an enhanced function for Microsoft Outlook integration that allows you to directly assign s to specific campaigns in Outlook and synchronize this information with the SAP Business ByDesign system. In addition, the pipeline simulation feature provides an interactive combination of graphic and table list of the opportunities. The What-if analysis simulates how changes would affect your pipeline. For more information, see Marketing-to-Opportunity SAP SE or an SAP affiliate company. All rights reserved. P U B L I C Competitors View

37 Tasks Create and Edit a Competitor 1. In the worklist of the Competitors view, click New, then choose Competitor. You can also create a new competitor by clicking Common Tasks in the taskbar and choosing New Competitor. 2. Enter the competitor s name, address, and communication details and other competitor-specific data, such as the classification. You can check if a competitor already exists in the system if you have chosen this option during scoping. When you enter the details of a competitor, click Check For Duplicates. The system also notifies you of potential duplicates when you save the details of a new competitor. You can view the potential duplicates listed. 3. To enter additional information about the competitor, click View All to open the editor. You can also add more information to a particular competitor by selecting the competitor in the worklist and clicking Edit. 4. Click Save to save the new competitor. Maintain Competitor Products for a Competitor 1. In the editor of the Competitors view, click Competitor Products. 2. Click Add Row to enter the competitor product. 3. Enter the product description and, if required, the list price and the currency. 4. Under Details in the Product Comparison field, select how the competitor product compares to your product, if required. 5. Under Own Product in the Product ID field, enter the product ID of your product. You can search for the product ID using the value help. 6. Save the competitor product details. The competitor product ID will be added once the data has been saved. Export Competitors Using Microsoft Excel For more information, see Export Business Data Using Microsoft Excel [page 31]. See Also Overviews of Business Partners [page 38] Competitors View P U B L I C 2017 SAP SE or an SAP affiliate company. All rights reserved. 37

38 6.2 Business Background Overviews of Business Partners Overview The overview provides a summary of essential data for a selected business partner. It includes general information, such as address data, relationships, and further business partner details depending on the type of business partner. The overview also shows all business partner interactions in sales, service, and financial processes. For example, you can display open sales orders and open invoicing documents for an account, and other information for sales, service, and financials. You can also run reports related to the particular business partner. To go to the overview of a business partner, you have to select the business partner in the worklist of the relevant business partner view. You can restrict the display of documents in the overviews of the following views in the Account Management and Marketing work centers: Accounts Contacts Partners Competitors in the Marketing work center Prerequisites Configuration Settings Configuration settings are usually performed by an administrator. If you do not have the required authorization, contact your administrator. To restrict the display of documents in the overviews of accounts, contacts, partners, and competitors, you have enabled the restriction of the overviews for account management in your solution configuration. To find this business option, go to the Business Configuration work center and choose the Implementation Projects view. Select your implementation project and click Edit Project Scope. In the Scoping step of the project, ensure that Account and Activity Management is selected within Sales. In the Questions step, expand the Sales scoping element and select Account and Activity Management. Select Account Management and answer the question related to the overviews. Access Rights and Restrictions in Overviews of Account Management and Marketing A user can view different information in the overviews for corporate and private accounts, contacts, partners, and competitors, depending on the access rights assigned to that user and on what you select during scoping. These restrictions apply if the user opens the overview from the respective view in the Account Management, Business Partner Data, or Marketing work center or from any other work center view, such as the Sales Orders view. These restrictions affect the following information: SAP SE or an SAP affiliate company. All rights reserved. P U B L I C Competitors View

39 Private or corporate account overview: Reports under General All data under Sales, Service, and Financials Contact overview: Campaigns and activities Partner overview: Activities Competitor overview: Related opportunities The user can view the following data: If you do not restrict the data displayed in the overview, all general data and all documents related to a specific account, contact, partner, or competitor will be displayed in the overview regardless of a user s access rights. You do not have to assign access rights to the user for the work center views required for these documents. If you restrict what is displayed in the overview, the user will see the following: All account, contact, partner, or competitor data if the user has been given at least read access for the relevant view All documents related to those work center views for which the user has been assigned the corresponding access rights. The documents will be displayed according to the access restrictions that have been defined for the relevant work center view. Competitors View P U B L I C 2017 SAP SE or an SAP affiliate company. All rights reserved. 39

40 7 Competitor Products View 7.1 Competitor Products Quick Guide The Competitor Products view enables you to create new competitor products and store and view detailed information on competitor products. You can access this view from the Marketing work center. In this view, you can compare competitor products with your products. This information is beneficial in positioning your products against the competitor. For example, if you are trying to sell a product to a customer you can determine how your product is performing against the competition and develop presentations and demonstrations that highlight the benefits of your products over the competition Business Background Target Groups and Campaign Management Target Groups and Campaign Management provide an effective way for sales and marketing professionals within your company to target specific prospects or customer groups in order to generate new business or strengthen relationships. For more information, see Target Groups and Campaign Management [page 8] Lead Processing Lead processing is used to describe, store, update, manage, and qualify a business partner s potential interest in a particular product or service. It is also used to handle and record all interactions with business partners based on their interest in a product or service over a period of time. The creation of a lead document can be the starting point within the Marketing-to-Opportunity scenario, with the objective of transforming this lead into an opportunity. For more information, see Lead Processing [page 13] Business Scenario: Marketing-to-Opportunity The Marketing-to-Opportunity business scenario enables you to manage marketing and pre-sales activities with the goal of generating new business for customers and prospects. You can run campaigns, capture responses, generate leads, manage opportunities, and initiate and track related sales activities. Alternatively, you can use this business scenario without campaigns, which means that no marketing department is involved, and leads and opportunities can be created without using a campaign. There is also an enhanced function for Microsoft Outlook integration that allows you to directly assign s to specific campaigns in Outlook and synchronize this information with the SAP Business ByDesign system. In addition, the pipeline simulation feature provides an interactive combination of graphic and table list of the opportunities. The What-if analysis simulates how changes would affect your pipeline. For more information, see Marketing-to-Opportunity SAP SE or an SAP affiliate company. All rights reserved. P U B L I C Competitor Products View

41 Tasks Create a Competitor Product 1. Click New, then choose Competitor Product to open the New Competitor Product quick activity. You can also open the New Competitor Product quick activity by clicking New Competitor Product under Common Tasks. 2. Under Competitor Product, enter an ID and description for the competitor product. You can leave the ID field empty and when you save the competitor product the system with automatically assign an ID to the competitor product. 3. Enter the product category ID. If necessary, click the Open Select Dialog icon to search for the product category ID. The system automatically enters the product category description. 4. Enter the price and currency of the product as well as the base quantity type and unit of measure. Indicate whether the competitor product is the competitor s top selling product. 5. Enter the competitor ID. The system automatically enters the competitor name. 6. Enter your product ID. If necessary, click the Open Select Dialog icon to search for the product ID. The system automatically enters the product description, category ID, and category description. 7. Choose the product comparison, rating your product in relation to the competitor. 8. To save the new competitor product, click Save. To return to the Competitor Products view, click Close. To open the competitor product from this list, click the appropriate competitor product ID link. Each entry for a competitor product has only one product comparison. If you want to compare several of your products with one competitor product you must create an individual competitor product entry for each comparison. Update a Competitor Product 1. In the Competitor Products view, select the competitor product that you want to update, then click Edit. You can also open the Competitor Product editor by clicking the competitor product ID link. 2. In the General view under Competitor Product, update the product description. The system automatically updates the product description in the Product Comparison view. 3. Under Details, enter information, for example, from an article you read comparing your product with the competitor s product. Competitor Products View P U B L I C 2017 SAP SE or an SAP affiliate company. All rights reserved. 41

42 4. Under Own Product in the Product Comparison field, select how the competitor product compares to your product. 5. In the Attachments view, click New, then choose File to upload the attachment. 6. To save the updated competitor product, click Save, then click Close to return to the Competitor Products view. The updated competitor product details are saved to the system. To open the competitor product from the list of competitor products in the Competitor Products view, click the appropriate competitor product ID link SAP SE or an SAP affiliate company. All rights reserved. P U B L I C Competitor Products View

43 8 Target Groups View 8.1 Target Groups Quick Guide A key strategy in successful marketing is the ability to query your customer database and create different target groups, thus enabling you to target your customers more effectively during your campaigns. The Target Groups view enables you to create target groups that you can assign to marketing campaigns in order to plan and execute campaigns and measure campaign results. You can access this view from the Marketing work center. You create target groups in an easy step-by-step approach by selecting accounts and contacts based on different search criteria. You can enter the search criteria manually, or use predefined queries. Set operations such as add, intersect, and subtract allow you to select your target group members from several search results quickly and efficiently. You can also manually add accounts and contacts that do not match any common search criteria. In addition, you can upload target groups to the SAP Business ByDesign system by using a predefined Microsoft Excel template. After you have selected your target group members, you can run an addressability check to see whether your target group members can be contacted via a specific communication channel such as or letter. Business Background Target Groups and Campaign Management Target Groups and Campaign Management provide an effective way for sales and marketing professionals within your company to target specific prospects or customer groups in order to generate new business or strengthen relationships. For more information, see Target Groups and Campaign Management [page 8]. Lead Processing Lead processing is used to describe, store, update, manage, and qualify a business partner s potential interest in a particular product or service. It is also used to handle and record all interactions with business partners based on their interest in a product or service over a period of time. The creation of a lead document can be the starting point within the Marketing-to-Opportunity scenario, with the objective of transforming this lead into an opportunity. For more information, see Lead Processing [page 13]. Opportunity Processing Opportunity Processing allows you to identify and follow through on the possibility of selling goods or services to a particular customer. The opportunity can store all relevant information to help you win, such as the account and all relevant communication, products and prices, members of the sales team and your sales partners who are working on the opportunity, and competitors for this opportunity. In addition, you can classify your opportunity by setting a priority and specifying the source (for example, a trade fair). For more information, see Opportunity Processing [page 15]. Business Scenario: Marketing-to-Opportunity The Marketing-to-Opportunity business scenario enables you to manage marketing and pre-sales activities with the goal of generating new business for customers and prospects. You can run campaigns, capture responses, generate Target Groups View P U B L I C 2017 SAP SE or an SAP affiliate company. All rights reserved. 43

44 leads, manage opportunities, and initiate and track related sales activities. Alternatively, you can use this business scenario without campaigns, which means that no marketing department is involved, and leads and opportunities can be created without using a campaign. There is also an enhanced function for Microsoft Outlook integration that allows you to directly assign s to specific campaigns in Outlook and synchronize this information with the SAP Business ByDesign system. In addition, the pipeline simulation feature provides an interactive combination of graphic and table list of the opportunities. The What-if analysis simulates how changes would affect your pipeline. For more information, see Marketing-to-Opportunity. Tasks Create a Target Group You can create a target group with members and use it in a campaign. For information about this task, see here [page 45]. Create a Target Group Using Microsoft Excel You can create a target group by entering it in a predefined Microsoft Excel template and uploading it to the SAP Business ByDesign system. For information about this task, see here [page 48]. Edit a Target Group For information about this task, see here [page 50]. Change Status of a Target Group You can change the status of a target group in the work list or when you edit a target group. 1. In the Target Groups work list, select a target group or edit it. 2. Click Change Status and choose the required status as follows: Choose Active to activate a target group for use in campaigns. An active target group can be edited without restrictions, but it cannot be deleted. Choose Block to block a target group for use in campaigns. A blocked target group can be edited without restrictions, but it cannot be deleted. Choose Obsolete to discontinue use of a target group in campaigns. An obsolete target group cannot be edited, but it can be deleted. 3. The status changes in the Status field. Delete a Target Group You can delete only those target groups that have the status Obsolete. 1. In the Target Groups work list, select a target group that has the status Obsolete and click Delete. The system displays a message, asking you whether you want to delete the selected record. 2. Confirm the message by clicking Delete. 3. The target group is removed from your work list, and a system message confirms that your entries have been saved SAP SE or an SAP affiliate company. All rights reserved. P U B L I C Target Groups View

45 Create a Campaign From a Target Group 1. If a target group has the status Active, then you can create a follow-up campaign for this target group in one of the following ways: a. After you have finished creating a target group, click Create new Campaign Using Target Group. b. In the Target Groups work list, select a target group that has the status Active and click Follow Up followed by Campaign. c. In the Target Group Overview screen or when you edit a target group, click You can also followed by New Campaign using Target Group. The target group is assigned automatically to the campaign. On the New Campaign screen, the Target Group field is filled automatically with the target group name. 2. Enter the details for the campaign, such as the campaign type, and start and end dates. 3. Save the campaign. 4. Click Execute if you want to start the campaign. For more information on campaigns, see the Campaigns Quick Guide [page 53]. 8.2 Tasks Create a Target Group Overview You can create a target group with members in the Marketing work center, under Target Groups. It is also possible to create a target group based on: A worklist in another view such as the Sales Orders view The results of a report such as Sales Order Volume For details on which worklists and views can be used to create a target group, see Target Group and Campaign Management [page 8]. Steps 1. In the Marketing work center, under Target Groups, click New and choose Target Group. You can also click Common Tasks in the taskbar and choose New Target Group. 2. In Step 1 Define Properties, enter the following details: a. A target group ID is automatically provided by the system. Enter a description for the target group. You can also enter a note. b. The status of the target group is automatically set to Active. If you do not want the target group to be used immediately for further processing in a campaign, click Change Status and choose Block. c. Click Next to continue. Target Groups View P U B L I C 2017 SAP SE or an SAP affiliate company. All rights reserved. 45

46 3. In Step 2 Select Members, select your target group members. From the Show list, choose one of the following queries: Corporate Accounts with Contacts (corporate accounts and their contacts, where a contact relationship exists between the account and the contact) Corporate Accounts (all corporate accounts) Private Accounts (all private accounts) Campaign Responses (accounts and contacts that have responded to a specific campaign) Target Groups (all target groups that have been created) Target Group Members (all members of a specific target group) Leads (all leads) Depending on the query you have chosen, different search parameters are displayed to allow you to query your database of customers and prospects. 4. You can now enter extensive search criteria in these fields to search for prospective target group members. You can also narrow down your search in a particular field (to specify a range of postal codes, for example), by clicking the More Options icon next to the field. For information on More Options, see Searching in Worklists. 5. Click Go to start the search. The search results are displayed in the first table (the Found table). 6. Click Add and then All or Selected to add all or selected accounts and contacts to the second table (Selected Target Group Members). 7. You can repeat this process as often as required; that is, you can extend your target group by entering new selection criteria or selecting another query. You can then add these accounts and contacts to the second table (Selected Target Group Members) using one of the following options: Click Add to add all or selected entries of the Found table to the Selected Target Group Members table. If you want to select several accounts manually before clicking Add, press the Ctrl-key when you select the entries. Click Intersect to intersect the entries of the Found table with the entries of the Selected Target Group Members table. This means the system keeps the entries that are common to both tables and removes the entries that are not common. Click Subtract to subtract the entries in the Found table from the Selected Target Group Members table. This means the system keeps the entries that are not common to both tables and removes the entries that are common. If required, you can also remove all or selected entries from the Selected Target Group Members table manually by clicking Remove and then All or Selected. 8. After you have added all required target group members to the Target Group Members table, click Next to continue. 9. In Step 3 Review Member Details, you can review the target group member details. To check the addressability of your target group members, click Check Addressability. Then select one of the available communication channels such as or telephone number. The system checks whether data for the selected communication channel has been maintained in the master data for the target group members, and displays the following status lights in the Addressability Status column for each target group member: A green status light indicates that the member can be contacted using the selected communication channel SAP SE or an SAP affiliate company. All rights reserved. P U B L I C Target Groups View

47 A red status light indicates that the member cannot be contacted using this communication channel. The address data may be missing, the contact permission is disallowed or requires a check, or the status of either the account or the contact is blocked or obsolete. In addition, a message is displayed at the top of the screen providing a summary of how many target group members cannot be contacted via the communication channel you selected and why. To undo an addressability check, click Check Addressability followed by Reset. You can then do the following: Sort the list in either ascending or descending order. Click in the header row above the column that you wish to sort. Maintain missing data. Navigate directly to an account or contact with a red status light by clicking on the hyperlink of the account or contact. Change the data and save your changes directly in the account of contact. On the Target Groups screen you can then update the addressability status in the target group by clicking Refresh. The status lights for the target group members change to green if the information is complete. Remove single target group members manually. Select the entry or entries that you wish to remove, and click Remove. Export the target group member list to a Microsoft Excel file. Click Export followed by To Microsoft Excel. A Microsoft Excel sheet is opened and the document can be stored or distributed for review, for example, to your sales department. 10. Once you are satisfied that the target group details are correct, click Finish to confirm and save the target group. 11. In Step 4 Confirmation, the system confirms that the target group is saved. Click Close to finish or choose one of the following: Edit Target Group: You can edit the details of the newly created target group. Create new Campaign Using Target Group. You can create a new campaign. The system automatically assigns the newly created target group to the campaign. Create a new Campaign as a Follow-Up: You can create a campaign as a follow-up from a selected target group. You can do this by selecting a target group and clicking Follow Up New Campaign Using. This requires some initial configuration. Configuration settings are normally performed by an administrator. If you do not have the required authorization, contact your administrator. You can create a campaign as a follow-up from a target group only if you have scoped Responsibilities for Contacts in business configuration. To find this business option, go to the Business Configuration work center and choose the Implementation Projects view. Select your implementation project and click Edit Project Scope. In the Scoping step of the project, ensure that Business Partners is selected within General Business Data. In the Questions step, expand the General Business Data scoping element and select Business Partners. Select Handling of Business Partners and answer the questions related to Responsibilities for Contacts. Create new Target Group: You can create another target group. Target Groups View P U B L I C 2017 SAP SE or an SAP affiliate company. All rights reserved. 47

48 Result If the target group has the status Active, you can use it in a campaign. After you have received responses to a campaign, you can create a new target group based on the responding target group members and use it to send them more detailed information, for example. When you create the target group, click Maintain Members and select Campaign Responses in the Show field Create a Target Group Using Microsoft Excel Overview You can create a target group by entering it in a predefined Microsoft Excel template and uploading it to the SAP Business ByDesign system. Prerequisites You have installed the latest Add-In for Microsoft Excel. Depending on your solution set-up, you can do this from the Self Services Overview in the Home work center, from the Download Center in the Application and User Management work center, or from the Download link that is available directly on the user interface. Also, the settings for your browser must be set correctly. You can check this by clicking Check My Computer Settings on the logon screen. Steps In the Target Groups view of the Marketing work center, click New, then choose Target Groups from Microsoft Excel. Get the Template 1. Select the template. Choose the template in the required language and click Download. You can choose any language that you have selected during scoping. If you have selected only one language during scoping, you will not get a selection of language versions to choose from. 2. Decide what you want to do with the template. Choose one of the following options: If you want to use the template only once, you can open the template without saving it. Click Open. If you want to save the template so that you can use it again, choose a location to save the file to, enter an appropriate file name, and click Save. Then click Open. If you have previously downloaded and saved this template on your computer, navigate to the location where you have saved the template, and open it. Log on to the solution from Microsoft Excel 1. In the SAP Add-In ribbon in Microsoft Excel, click Logon SAP SE or an SAP affiliate company. All rights reserved. P U B L I C Target Groups View

49 If the SAP Add-In ribbon is not displayed, check to make sure that the Add-In for Microsoft Excel has been installed correctly (see Prerequisites in this document). A dialog box opens where you can enter the logon details. The system URL is proposed automatically. The system URL is the URL of the system that you are working with. 2. Enter your user ID and your password, and click Logon. After initial logon to the system, the ribbon text is changed from SAP Add-In to the name of your solution. Enter Details in the Microsoft Excel Template Note the following: The Microsoft Excel template is presented with a number of rows where you can enter or copy your data. If you need more, add the number of rows you need before you start entering or copying your data. Ensure that mandatory fields (those marked with an asterisk) are filled. To help you fill in the details: Some fields have dropdown lists. In some fields you can search the system for data, for example, countries. Place the cursor on the field, and click Lookup in your solution's tool bar or ribbon to search the system. A search field is available in the Lookup dialog box that appears. When you start to type text in the search field, the relevant entries are filtered in the ID and Description columns, meaning that you do not have to scroll through the whole list. If the Lookup button is not active in the ribbon or toolbar, then it is not possible to perform a search. You can then do the following: Enter a description for your target group. Select the appropriate status. If you do not select a status, it will be set automatically to Active when you upload your target group to the SAP Business ByDesign system. Enter notes. Enter or copy the account and contact IDs into the rows, and in the appropriate columns. Note that you can enter an account without a contact. However, if you enter a contact, you must also enter an account. Save Your Data 1. After you have finished entering all the data, save the Microsoft Excel file. 2. Click Save Data to. A dialog box opens, informing you that the data is being saved to the solution. After the upload, a message informs you that your data has been saved in the solution. If you do not provide all the required information, or if you provide incorrect information, some records will not be saved. Error messages will highlight the problems so that you can correct them and save the data again. 3. You can then log off by clicking Logoff. Result The new target group is saved in the SAP Business ByDesign system and added to the list in the Target Groups view. Target Groups View P U B L I C 2017 SAP SE or an SAP affiliate company. All rights reserved. 49

50 If you need to make changes to this target group, you must change it directly in the system Edit a Target Group Overview You can edit a target group with members in the Marketing work center, under Target Groups. Prerequisites You can edit a target group as long as it does not have the status Obsolete. Steps 1. In the Target Groups view, select the target group that you want to change and click Edit. You can add or remove members, perform an addressability check, and click Maintain Members to modify your target group. In addition, you can change the status of your target group, copy the existing target group, and export the target group members list to Microsoft Excel. 2. You can then edit your target group as follows: Change Signee In the Members table, you can change the signee responsible. You can view or edit the Signee column only if you have scoped Responsibilities for Contacts in business configuration. Configuration settings are normally performed by an administrator. If you do not have the required authorization, contact your administrator. To find this business option, go to the Business Configuration work center and choose the Implementation Projects view. Select your implementation project and click Edit Project Scope. In the Scoping step of the project, ensure that Business Partners is selected within General Business Data. In the Questions step, expand the General Business Data scoping element and select Business Partners. Select Handling of Business Partners and answer the questions related to Responsibilities for Contacts. Add Members Using Detailed Search a. Click Maintain Members to add new members to your target group by performing a new search on your customer and prospect database. b. From the Show list, choose one of the following queries: Corporate Accounts with Contacts (corporate accounts and their contacts, where a contact relationship exists between the account and the contact) Corporate Accounts (all corporate accounts) Private Accounts (all private accounts) Campaign Responses (accounts and contacts that have responded to a specific campaign) Target Groups (all target groups that have been created) Target Group Members (all members of a specific target group) Leads (all leads) SAP SE or an SAP affiliate company. All rights reserved. P U B L I C Target Groups View

51 Depending on the query you have chosen, different search parameters are displayed to allow you to query your database of customers and prospects. c. You can now enter extensive search criteria in these fields to search for prospective target group members. You can also narrow down your search in a particular field, for example, to specify a range of postal codes. To do this, click on the More Options icon next to a search field, and select an operator such as = equal to, > greater than, or... between. d. Choose Go to start the search. The search results are displayed in the first table (the Found table). e. Click Add and then All or Selected to add all or selected accounts and contacts to the second table (Selected Target Group Members). f. You can repeat this process as often as required; that is, you can extend your target group by entering new selection criteria or selecting another query. You can then add these accounts and contacts to the second table (Selected Target Group Members) using one of the following options: Click Add to add all or selected entries of the Found table to the Selected Target Group Members table. If you want to select several accounts manually before clicking Add, press the Ctrlkey when you select the entries. Click Intersect to intersect the entries of the Found table with the entries of the Selected Target Group Members table. This means the system keeps the entries that are common to both tables and removes the entries that are not common. Click Subtract to subtract the entries in the Found table from the Selected Target Group Members table. This means the system keeps the entries that are not common to both tables and removes the entries that are common. If required, you can also remove all or selected entries from the Selected Target Group Members table manually by clicking Remove and then All or Selected. g. After you have added all required target group members to the Found table, click Return to Target Group to copy the target group members to the target group and navigate back to the Edit Target Group screen. Your changes are displayed in the target group. h. Save your changes. Add New Members Manually Click Add Member to add new members manually to your target group that, for example, did not match your previous selection criteria. A dialog box is displayed where you can select an account, a contact, or both, to add to your target group. If you select an account, and then want to select a contact, only the contacts for that particular account will be displayed in the value help of the contact field. The same applies if you select a contact. Members are added to the end of the list. You can sort this list, if required. Remove Members Click Remove to remove target group members. You can select one or more target group members to be removed. Check Addressability of Members To check the addressability of your target group members, click Check Addressability. Then select one of the available communication channels such as or telephone number. Target Groups View P U B L I C 2017 SAP SE or an SAP affiliate company. All rights reserved. 51

52 The system checks whether data for the selected communication channel has been maintained in the master data for the target group members, and displays the following status lights in the Addressability Status column for each target group member: A green status light indicates that the member can be contacted using the selected communication channel. A red status light indicates that the member cannot be contacted using this communication channel. The address data may be missing, the contact permission is disallowed or requires a check, or the status of either the account or the contact is blocked or obsolete. In addition, a message is displayed at the top of the screen providing a summary of how many target group members cannot be contacted via the communication channel you selected and why. To undo an addressability check, click Check Addressability followed by Reset. You can then do the following: Sort the list in either ascending or descending order. Click in the header row above the column that you wish to sort. Maintain missing data. Navigate directly to an account or contact with a red status light by clicking on the hyperlink of the account or contact. Change the data and save your changes directly in the account of contact. On the Target Groups screen you can then update the addressability status in the target group by clicking Refresh. The status lights for the target group members change to green if the information is complete. Remove single target group members manually. Select the entry or entries that you wish to remove, and click Remove. Export the target group member list to a Microsoft Excel file. Click Export followed by To Microsoft Excel. A Microsoft Excel sheet is opened and the document can be stored or distributed for review, for example, to your sales department. Result The changes in the target group are taken into account when you use it in your next campaign SAP SE or an SAP affiliate company. All rights reserved. P U B L I C Target Groups View

53 9 Campaign Management View 9.1 Campaigns View Campaigns Quick Guide The Campaigns view enables you as a marketing representative to plan, create, and execute campaigns. You can access this view from the Marketing work center under Campaign Management. The following campaign types are possible: , fax, phone call, and letter campaigns. You can assign an existing target group to a campaign, or you can create a new target group within the campaign itself. If you want to classify responses that you capture, you can create response options in the Response Options subview, and assign these to the campaign in the Campaigns subview. Alternatively, you can create response options directly in the campaign. When you execute a campaign, the system creates a Microsoft Excel file that includes the addressable target group members and their address data required to contact them. This file can either be distributed to a marketing agency which then contacts the target group members, or used as an input source in Microsoft mail merge or other mailing systems. In addition, personalized response codes are generated automatically in this file for each target group member, to identify the campaign as well as the account and contact. These response codes can be used later to quickly create campaign responses. After you have executed a campaign, you can immediately check who has been contacted successfully, as well as who has not been contacted and why. In addition, you can check who has responded and which communication channel has been used, and who has not yet responded. You can also monitor some campaign key figures such as the number of target group members that have been contacted or the number of non-responders. You can display data in the Campaigns worklist as a chart using the analytical view function. This function helps you to get a quick overview of all data in the worklist. Business Background Target Groups and Campaign Management Target Groups and Campaign Management provide an effective way for sales and marketing professionals within your company to target specific prospects or customer groups in order to generate new business or strengthen relationships. For more information, see Target Groups and Campaign Management [page 8]. Lead Processing Lead processing is used to describe, store, update, manage, and qualify a business partner s potential interest in a particular product or service. It is also used to handle and record all interactions with business partners based on their interest in a product or service over a period of time. The creation of a lead document can be the starting point within the Marketing-to-Opportunity scenario, with the objective of transforming this lead into an opportunity. For more information, see Lead Processing [page 13]. Campaign Management View P U B L I C 2017 SAP SE or an SAP affiliate company. All rights reserved. 53

54 Opportunity Processing Opportunity Processing allows you to identify and follow through on the possibility of selling goods or services to a particular customer. The opportunity can store all relevant information to help you win, such as the account and all relevant communication, products and prices, members of the sales team and your sales partners who are working on the opportunity, and competitors for this opportunity. In addition, you can classify your opportunity by setting a priority and specifying the source (for example, a trade fair). For more information, see Opportunity Processing [page 15]. Activity Management As part of your daily work you need to deal with various activities throughout the day, such as tasks, appointments, phone calls, letters, faxes, or s. To ensure productivity and efficiency, Activity Management enables you to optimize all activities relating to Customer Relationship Management and ensures that you do not spend too much precious sales time on coordinating routine tasks and activities. For more information, see Activity Management [page 18]. Business Scenario: Marketing-to-Opportunity The Marketing-to-Opportunity business scenario enables you to manage marketing and pre-sales activities with the goal of generating new business for customers and prospects. You can run campaigns, capture responses, generate leads, manage opportunities, and initiate and track related sales activities. Alternatively, you can use this business scenario without campaigns, which means that no marketing department is involved, and leads and opportunities can be created without using a campaign. There is also an enhanced function for Microsoft Outlook integration that allows you to directly assign s to specific campaigns in Outlook and synchronize this information with the SAP Business ByDesign system. In addition, the pipeline simulation feature provides an interactive combination of graphic and table list of the opportunities. The What-if analysis simulates how changes would affect your pipeline. For more information, see Marketing-to-Opportunity. Quick Guide for Microsoft Outlook Integration This quick guide provides information about Microsoft Outlook Integration functions in Customer Relationship Management (CRM). For more information, see the Quick Guide for Microsoft Outlook Integration [page 65]. Tasks Create a Campaign 1. Click New, then choose Campaign. You can also click Common Tasks in the taskbar and choose New Campaign. 2. Enter details as follows: Enter a Campaign Description for your campaign. Select a Campaign Type from the drop-down list: using file export, Fax using file export, Letter using file export, and Phone Call using file export SAP SE or an SAP affiliate company. All rights reserved. P U B L I C Campaign Management View

55 You can also select Direct campaign type, to send personalized HTML e- mails in marketing campaigns directly from Business ByDesign system while the campaign is executed. This feature needs to be enabled from Business Configuration work center. For information see, Create an Execute Direct Campaign [page 60]. You can create new campaign types in addition to the default campaign types in the solution from Campaign Type activity in Business Configuration work center. To find this activity, go to Business Configuration, Implementation Projects view. Select your implementation project and click Open Activity List. Select the Fine- Tune phase, then select the Campaign Type activity from the activity list. The campaign types created from the fine-tuning activity will be displayed in the Campaign Type drop-down list in Campaigns view. The campaign types determine: The addressability check during campaign execution. For example, if you have selected the campaign type Campaign, the system checks the following: The contact permission and the status of a target group member Which members have an address maintained in their master data You can enter a start date to specify when your campaign is planned to be active, and an end date to specify when your campaign is planned to be finished. Select an existing target group, or create a new target group directly from this screen by clicking New. For more information on target groups, see the Target Groups Quick Guide [page 43]. Enter any Additional Information that you want to save in your campaign. Under Attachments you can add any documents to your campaign that might be necessary, for example, marketing brochures. 3. If you are using response options, click View All, and select Response Options or click Add Response Option link on the New Campaign quick activity. You can add new or existing response options, for information, see Response Options Quick Guide [page 79]. 4. Save your campaign. The status of the campaign is set automatically to Planned. 5. You can now execute the campaign by clicking Execute. The status of the campaign changes to Active. After the status of the campaign changes to Active, you cannot make any changes to the campaign fields. Execute a Campaign After you have created a campaign, and assigned a campaign type and a target group to it, you can execute it. 1. In the Campaigns work list select a campaign and click Edit. 2. Click Execute. Campaign Management View P U B L I C 2017 SAP SE or an SAP affiliate company. All rights reserved. 55

56 A dialog box is displayed, asking you whether you want to download the Microsoft Excel file to your computer. If this dialog box is not displayed, check whether the settings for your browser have been set correctly. You can find information about computer settings in the Check My Computer Settings help document. For more information, see Export Business Data Using Microsoft Excel [page 31]. 3. Click Yes and save the Microsoft Excel file locally, or open it directly. A Microsoft Excel file is generated, containing all addressable target group members with their address data and their personalized response code. A member is addressable if the following criteria are fulfilled: The member is allowed to be contacted (contact permission is not disallowed) The member s status is not obsolete or blocked The member has the necessary address data maintained. For example, if your campaign has the campaign type campaign, members must have an address maintained in master data. Additionally, you can also view the Signee responsible in the downloaded Microsoft Excel only if you have scoped Responsibilities for Contacts in business configuration. Configuration settings are normally performed by an administrator. If you do not have the required authorization, contact your administrator. To find this business option, go to the Business Configuration work center and choose the Implementation Projects view. Select your implementation project and click Edit Project Scope. In the Scoping step of the project, ensure that Business Partners is selected within General Business Data. In the Questions step, expand the General Business Data scoping element and select Business Partners. Select Handling of Business Partners and answer the questions related to Responsibilities for Contacts. 4. The data in the Microsoft Excel file can now be used to contact the target group members. For example, you can use it as an input source in Microsoft mail merge or another mailing system, or you can distribute it to an external marketing agency who will contact the members for you. If you have not saved the Microsoft Excel file or have deleted it, you can click Restore Export File to download it again. This button is visible when you click Edit or View All in an active campaign. After you have executed the campaign, the status changes to Active and the account and contact fact sheets are updated with information on the campaign under the Campaigns section. In this way you can see in which campaigns an account or a contact is involved. After the status of the campaign changes to Active, you cannot make any changes to the campaign fields SAP SE or an SAP affiliate company. All rights reserved. P U B L I C Campaign Management View

57 Capture Responses to a Campaign After you have executed a campaign, you can capture responses from the target group members. For information about this task, see here [page 74]. View Campaign Execution Details 1. In the Campaigns work list, click on the Campaign Description of the campaign you want to view, choose View All, and then click Execution Details. You can view execution details such as which target group members have been or have not been contacted. Contacted in this sense means that they have been exported to a Microsoft Excel file for further processing. 2. To view target group members who have been contacted, select Members Contacted in the Show field. You can display extra fields on the screen under Personalize This Screen. For example, to display the response codes that were used to capture responses, you can display the Response Code field on the Execution Details tab when you choose Members Contacted. For more information, see Personalization Quick Guide. 3. Under Campaigns you can also see all campaigns in which the account or contact is a target group member and was contacted successfully. 4. To view target group members who have not been contacted, Members Not Contacted in the Show field.the results show all target group members who could not be contacted via the campaign, because they were not addressable. These target group members have neither been exported to Microsoft Excel, nor have activities been created in their interaction history. 5. To analyze why these target group members were not addressable, you can group the results according to reason. To do this, click on Reason in the column header. You can narrow down the results by choosing Advanced and entering search criteria. You can then copy this list into a new target group, or a new target group and campaign by clicking Export followed by Into Target Group or Into Target Group and Campaign. You can also export this list to a Microsoft Excel file. For example, you can create a Microsoft Excel file for target group members that could not be contacted, and then distribute it to your sales department, to let them know that some communication data is missing for certain accounts. The sales department can then update the master data, so that the accounts can be contacted in future campaigns. View Response Details in a Campaign You can see which accounts and contacts have responded to a campaign. You can also check which of your target group members have not responded yet. 1. In the Campaigns work list, click the Campaign Description of the campaign you want to view. The campaign overview opens showing you the Response Key Figures. One of the response key figures is the response rate. It shows the percentage of accounts and contacts that have already responded, compared to how many target group members could be contacted. Campaign Management View P U B L I C 2017 SAP SE or an SAP affiliate company. All rights reserved. 57

58 2. Click More next to Response Key Figures. Alternatively, you can click View All and then click Response Details. 3. In the Show field, you can then select the following: Responses This displays all responses for this specific campaign. If an account or contact has responded more than once, this is also displayed. You can use additional search criteria for this list by choosing Advanced. This is particularly helpful if you use response options; you can then search for all positive responses, for example. Responders This displays all accounts and contacts who have responded to your campaign. If an account and contact has responded several times, this account and contact is listed only once. Non-Responders This displays all target group members who have been contacted but who have not responded yet. You can copy this list into a new target group, or a new target group and campaign by clicking Export followed by Into Target Group or Into Target Group and Campaign. You can also export this list to a Microsoft Excel file. For example, you can create a Microsoft Excel file for all responders or non-responders, and then distribute it to your sales department for information or further processing. You can display extra fields on the screen under Personalize This Screen. For example, to see who has created responses on the Response Details tab, you can choose to display the Created By field when you choose Responses. To see how target group members have responded, you can choose to display the Response Option field. For more information, see Personalization Quick Guide. Finish a Campaign To finish a campaign, you need to set the status of the campaign manually to Finished. 1. In the Campaigns work list, select a campaign, click Change Status and choose Finished. You can also click Edit to view the campaign details first, and then click Change Status followed by Finished 2. Save your changes. The status of the campaign is changed to Finished, and a system message confirms that your entries have been saved. The Add Response button is now deactivated. However, it is still possible to create responses by creating an activity and entering the campaign ID. Note, however, that the default settings of the value selection in the activity displays only the active campaigns, but you could also search for finished campaigns by using the advanced search parameters. If required, you can reactivate the campaign by resetting the status to Active SAP SE or an SAP affiliate company. All rights reserved. P U B L I C Campaign Management View

59 Cancel a Campaign If a campaign has already started, and you do not want to continue using it, you can cancel it. 1. In the Campaigns work list, select a campaign that has the status Active and then click Change Status followed by Canceled. You can also click Edit to view the campaign details first, and then click Change Status 2. Save your changes. followed by Canceled. The status of the campaign is changed to Canceled, and a system message confirms that your entries have been saved. The Add Response button is now deactivated. However, it is still possible to create responses by creating an activity and entering the campaign ID. Note, however, that the default settings of the value selection in the activity displays only the active campaigns, but you could also search for canceled campaigns by using the advanced search parameters. If required, you can reactivate the campaign by resetting the status to Active. Delete a Campaign You can delete only those campaigns that have the status Planned. 1. In the Campaigns work list, select the required campaign. Ensure that it has the status Planned and click Delete. The system displays a message, asking you whether you want to delete the selected record. 2. Confirm the message by clicking Delete. The campaign is removed from your work list, and a system message confirms that your entries have been saved. Display a Graphical Analysis of a Campaigns Worklist 1. In the worklist, from the Group By dropdown list, choose a criterion by which to group data. 2. To view all data from the worklist in the Analytical View section, click the chart icon next to the filter icon. 3. In the Analytical View section, choose a chart type to display the data. 4. Double-click a data section in the chart to filter the original worklist. You can clear the filter by clicking Back to Full Chart in the Analytical View section or deleting the filter content in the worklist. For some worklists, such as the Opportunities worklist in the Opportunity List view in the New Business work center, you can aggregate the grouped data using different criterion (for example, expected value). You can then select different analysis methods (for example, count, sum, average, maximum, or minimum) to sort the data, and choose different chart types to present the data from the worklist. Export Campaigns to Microsoft Excel You can export campaigns to Microsoft Excel. For more information, see Export Business Data Using Microsoft Excel [page 31]. Campaign Management View P U B L I C 2017 SAP SE or an SAP affiliate company. All rights reserved. 59

60 9.1.2 Create and Execute a Direct Campaign Overview You can send personalized HTML in marketing campaigns directly from the SAP Business ByDesign system while the campaign is executed. Each account or contact of the assigned target group will receive a personalized e- mail if he or she is allowed to be contacted and has a valid address. The execution can be scheduled to be started immediately or in the future at a certain date and time. For this personalization, HTML templates are used. A template contains the mail content and placeholders, such as the formatted name of the account or contact. These placeholders will be filled with the information of the contacted account or contact while the is created and before it is sent. Prerequisites Scoping Direct Campaign Execution using is enabled in your solution configuration. To find this business option, go to the Business Configuration work center and choose the Implementation Projects view. Select your implementation project and click Edit Project Scope. In the Scoping step of the project, ensure that Campaign Management is selected within Marketing. In the Questions step, expand the Marketing scoping element and select Campaign Management. Select Campaign Execution and answer the questions related to Direct Campaign Execution using . Fine-Tuning Prerequisites You have configured the settings for Direct campaigns. To find this business option, go to the Business Configuration work center and choose the Implementation Projects view. Select your implementation project and click Open Activity List. Select the Communication and Information Exchange activity group, then select the and Fax Settings activity from the activity list. In and Fax Settings check the following: Under Allowed Sender Domains, you can see which domains of the sender addresses are allowed. This information is necessary since in the Campaign screen you have to enter a sender address, such as summer_campaign@akron.com. If your sender address uses a domain that is not listed here, you will get a corresponding error message in the Campaign screen. Under and Fax Delivery in a Non-Productive System, Send all s to business partners option must be selected. Otherwise the campaign execution is not possible and will raise an error message. Go through the documentation about activation of mass by clicking on Read Documentation for Activation of Mass . In Activation of Mass , follow the steps mentioned in the on-screen help. Procedure 1. Create an Template You can use an template for creating personalized s. For information see, Create an Template [page 63]. 2. Create and Execute Direct Campaign 1. Choose Marketing Campaign Management Campaigns SAP SE or an SAP affiliate company. All rights reserved. P U B L I C Campaign Management View

61 2. Click New, then choose Campaign. You can also click New Campaign under Common Tasks. 3. Enter details for the direct campaign in addition to the standard entries: a. Select Direct from the Campaign Type drop-down list. b. Enter an subject for your campaign. c. To add a template, click Add. Select the prepared template from your hard drive and click Open. The system uploads the template and checks the HTML code for viruses, HTML syntax, code page, and the used placeholders. In case of any errors, the system does not upload the file. The language for the first template is pre-set with your logon language but you can change this after the upload. To change the language, click Show additional languages. In Templates you can change the language of the template. d. To add more languages, click Show additional languages and add the templates for the different languages that are required for your target group as follows: 1. Click Add Row. 2. Select a language suitable to the template you want to upload. 3. Enter an subject in the corresponding language. 4. Click Add to upload the additional template. 5. Deselect the Default flag if you want another template to be used as the default template. You can assign several templates to your campaign, but only one for each language. Exactly one template has to be selected as default template. During the campaign execution, the communication language of the target group member is taken in order to use the corresponding template. For example, an account has the communication language German and so the German template is used to create the . In case no communication language is selected, the default template is used. Also some placeholders such as title and form of address are language-dependent. 6. Under Execution Options check the Sender Address and the Reply-To Address. 7. Enter your target group. 4. By clicking on the hyperlink of the template name a preview windows opens. It shows the content of the uploaded template and fills the placeholders. 5. If you use response options, click View All, and select Response Options. Click Add Row and select a response option from the drop down list, or click New Response Option to create a new response option. Repeat this step for each response option that you require. Once you have executed a campaign, you can no longer add or delete response options. 6. Save your campaign. 7. To test your campaign, click Send Test , enter at least the address of the recipient, for example, your own address, and click OK. For each template assigned to the campaign, exactly one test will be created and sent. If you use placeholders in the template, you can enter an account and a contact person. In this case, the placeholders in the will be filled with the corresponding values of the account and contact person. Campaign Management View P U B L I C 2017 SAP SE or an SAP affiliate company. All rights reserved. 61

62 The system can only confirm that the has been sent but not that is has been received by the sender. 8. You can now execute the campaign by clicking Execute. The Schedule Execution pop-up opens. 9. Here you can either enter a date and time for the future execution in case you do not want to send out the s immediately, or you can start the campaign immediately and the system triggers the sending of the s. 10. Then click OK. The status of the campaign changes to Active and, in General, you can see the execution status. You can obtain the most current execution status by clicking on the refresh icon in the status line. This might be helpful in case you want to check if the campaign is running or even finished in case of an immediate execution. If a campaign execution has the status Finished with Errors or Failed, it can be restarted. This means you can schedule it again. If a restarted campaign is executed, it will sent e- mails only to those accounts that have not been processed before. Accounts that have been processed during a previous execution and that cannot be contacted, for example, because they have no address, will not be processed again. The campaign has already created a tracking record for such accounts and they will be shown in campaign on Execution Details where the Members Not Contacted are listed. If a campaign execution has the status Finished with Errors or Failed, you can click on the hyperlink of this status in order to open the application log in a separate window. It contains detailed messages explaining the reason why the execution was not successful. To re-schedule or cancel the campaign, click Re-Schedule. This button disappears when the scheduled date and time is reached and the Execution Status has been changed to Running, Finished or Failed. 3. Delivery Status Notification In case of invalid addresses of the target group members, the server will return a delivery status notification (DSN) that the cannot be delivered. The incoming DSN is processed automatically by the SAP Business ByDesign system and will lead to the following updates: Campaign management tracks all contacted business partners, a DSN will update the tracking record and set a status value. In Execution Details of the campaign, you can see in the list Members Not Contacted that the related business partner appears with reason Address Invalid. The address of the related business partner will be set to Address Invalid. You can see this indicator in the view where you can edit the account (private or corporate) or the contact person. As long as the indicator Address Invalid is set, the address will not be used in future campaigns and the business partner will not get any s. You can correct the address and remove the indicator manually in order to contact the business partner in future campaigns. 4. Withdraw Marketing Consent There are legal requirements that allow recipients of marketing s to request from the originator of the marketing action (the sender of the ) not to send any marketing s in future. The recipient can withdraw his or her consent to marketing s. This means the recipient will not receive any marketing e- mail once the consent has been withdrawn. You can create an template with the place holder /FormCampaignExecutionPlaceholder/ MailingPermissionDenyMailToURI, which offers a MailTo link in the final personalized . The recipient of SAP SE or an SAP affiliate company. All rights reserved. P U B L I C Campaign Management View

63 the marketing can click on this MailTo link in order to generate a new . This generated is prefilled with a recipient address and a personalized subject. This rejection will be processed automatically in the SAP Business ByDesign system without any user interaction. A new inbound activity with a relation to the campaign will be created. This activity can be seen in Responses list under Response Details in the campaign. Future campaigns will not send any s to those business partners that have withdrawn the consent by sending this rejection . See Also Campaigns Quick Guide [page 53] Create an Template Overview An template is used for the creation of personalized s. It contains the mail body as HTML and placeholders. During the creation of the personalized s the placeholders will be filled with attributes of account or contact, for example, Account s Formatted Name. The subject of the personalized is not part of the template. It will be entered in the Campaigns view for each template. templates must be defined outside the SAP Business ByDesign system with the help of a third-party software. Once the definition is finished, they have to be stored as text file. The file can be uploaded to the Campaigns view. An template must contain valid HTML code that is encoded in UTF-8. Otherwise it will be rejected during upload. The template can contain placeholders in a certain notation. Like any other files, templates are checked for viruses during upload. In addition, all outgoing s that are generated from the template are scanned for viruses. Because not every JavaScript virus can be found, it is recommended that only dedicated users should have access to template authoring. These users are supposed to have basic HTML knowledge such that they can assess the consequences of using JavaScript. Procedure 1. Create an template containing mail body as HTML source code and encoded in UTF-8. You can use a third-party software to create the template and save it as HTML file with encoding UTF Encode file content in UTF-8. To encode the file content in UTF-8, set the META-Tag to the value utf-8. For HTML 4: <meta content="text/html; charset=utf-8"> For HTML 5: <meta charset="utf-8"> To save the HTML in UTF-8, open the document, for example, in Microsoft Notepad and choose File Save As and select Encoding: to UTF-8. Then save the file. 3. You can display images in HTML . Campaign Management View P U B L I C 2017 SAP SE or an SAP affiliate company. All rights reserved. 63

64 If you want the HTML to display images, save the images on an image server and address them using the <img> tag. <img width="20" height="450" id="_x0000_i1031" src=" images/ s/holidaycard/2011/ s-holidaycard-illustration gif" alt="sap Merry Christmas"> 4. You can include placeholders in HTML template. The placeholders are used to merge the data from the target group members with the template to a personalized . The placeholders are directly connected to the single fields of the accounts. Enter the placeholders in the HTML template within a SPAN-tag with the following syntax: <span class="variable"> <Name of valid placeholder> </span> <span class="variable"> /FormCampaignExecutionPlaceholder/Customer/FormattedName </span> You can enter the same placeholder several times in the HTML. During campaign execution, the value of the SPAN-Tag is replaced by the corresponding information of the business partner who will receive this personalized . <span class="variable"> Mr. Freddy Tester </span> Ensure that you always use straight quotation marks (") in the template. Here are the available placeholders: 1. Additional Name in case the target group member is a corporate account and Last Name in case of a private account: /FormCampaignExecutionPlaceholder/Customer/AdditionalNameOrLastName 2. First name of the contact person in case the target group member is a corporate account with a contact person: /FormCampaignExecutionPlaceholder/ContactPerson/FirstName 3. Last name of the contact person in case the target group member is a corporate account with a contact person: /FormCampaignExecutionPlaceholder/ContactPerson/LastName 4. Formatted name of the contact person in case the target group member is a corporate account with a contact person: /FormCampaignExecutionPlaceholder/ContactPerson/FormattedName 5. The contact person's title, for example, Mr. or Mrs., in case the target group member is a corporate account with a contact person: /FormCampaignExecutionPlaceholder/ContactPerson/ FormOfAddressName 6. The contact person's academic title, for example, Dr. or Prof., in case the target group member is a corporate account with a contact person: /FormCampaignExecutionPlaceholder/ContactPerson/ AcademicTitleName 7. Name of the function from the business card, for example, Product Manager, of the contact person in case the target group member is a corporate account with a contact person: / FormCampaignExecutionPlaceholder/ContactPerson/BusinessCardFunctionName SAP SE or an SAP affiliate company. All rights reserved. P U B L I C Campaign Management View

65 8. Name of the department from the business card, for example, Development, of the contact person in case the target group member is a corporate account with a contact person: / FormCampaignExecutionPlaceholder/ContactPerson/BusinessCardDepartmentName 9. ID of response code which is generated for each target group member during the execution of the campaign: /FormCampaignExecutionPlaceholder/ResponseCodeID 5. You can include Withdraw Marketing Consent placeholder. There is a special placeholder that can be used to allow the recipient of a marketing mail to withdraw his or her consent to marketing s in future: /FormCampaignExecutionPlaceholder/MailingPermissionDenyMailToURI You can include this placeholder in the HTML template, which can be used to create a mailto-link within the . It must be put inside the value of the HREF attribute of the anchor tag. <a href="mailto:{/ FormCampaignExecutionPlaceholder/ MailingPermissionDenyMailToURI}">Click here to reject marketing consent.</a> Ensure that you always use straight quotation marks (") in the template. In the sent , the anchor tag will look like this: <a href="mailto:unsubscribe.marketing.mailing@asl-cust004.mail.dev.sapbydesign.com? subject=rejectmailingconsent6b7df d4efd1c24e6bc393867cdda8">click here to reject marketing consent.</a> See Also Campaigns Quick Guide [page 53] Create and Execute Direct Campaign [page 60] Business Background Quick Guide for Microsoft Outlook Integration Microsoft Outlook Integration (Groupware) allows you to exchange information between Microsoft Outlook and the CRM application of your system. You can synchronize your contacts, s, appointments, and tasks to and from Outlook; create service requests in the system from incoming s; and associate s, tasks and appointments with SAP Business ByDesign accounts, campaigns, opportunities, and leads. Microsoft Outlook Integration supports Microsoft Outlook 2007, 2010 and Business Background Microsoft Outlook Integration Security Advice and Troubleshooting Guide For more information, see the Microsoft Outlook Integration Security Advice and Troubleshooting Guide. Campaign Management View P U B L I C 2017 SAP SE or an SAP affiliate company. All rights reserved. 65

66 Activity Management As part of your daily work you need to deal with various activities throughout the day, such as tasks, appointments, phone calls, letters, faxes, or s. To ensure productivity and efficiency, Activity Management enables you to optimize all activities relating to Customer Relationship Management and ensures that you do not spend too much precious sales time on coordinating routine tasks and activities. For more information, see the Activities Quick Guide and Activity Management [page 18]. Tasks Pre-Installation Activities Before you can install and use the Microsoft Outlook Integration functions, you must be granted authorization to the Account Management work center where all data relevant to Microsoft Outlook Integration is maintained. For further information on this work center, refer to documentation available in the Help Center. Ensure that an administrator makes the following settings in Business Configuration: 1. Activate Microsoft Outlook Integration. In the standard system, Microsoft Outlook Integration is not in scope. Activate this function in the scoping phase by selecting Communication and Information Exchange then the Office and Desktop Integration business option. Select the Outlook Integration check box. Microsoft Outlook Integration with Activity Management, Account Synchronization to Microsoft Outlook and Account Synchronization from Microsoft Outlook are now automatically included in your scope. Answer the related scoping questions for synchronizing accounts and contacts to and from Outlook. Twoway synchronization is proposed as default. The settings here are valid for all Microsoft Outlook Integration users. 2. Select Service Request Management. This step is optional. You can enable manual or automatic creation of service requests from incoming s by going to scoping for Service Customer Care and selecting Service Request Management. Answer the related scoping questions under Integration with Service Request Management and Automatic Creation of Service Requests. 3. Assign accounts to Microsoft Outlook Integration users. In order to synchronize an account, or associate activities to that account, the user must be the employee responsible. For this step, there is an optional fine-tuning activity as well as a required activity for assigning accounts to users. Optional If you want to assign accounts without using or changing normal employee responsible determination, go to fine-tuning for Sales Party Role Definition (Business Option Sales: Account and Activity Management: Account Management: Party Role Definition). Create a new party role with responsibility role, ensuring that the description indicates that it is specifically for Microsoft Outlook Integration users. Required There are two ways to assign an account. Create a responsibility rule (recommended) Go to the Task Distribution view (Application and User Management work center). In Employee Work Distribution, mark the Account Responsibility by Party Role line and click Edit. Add a rule for each responsibility role relevant to Microsoft Outlook Integration. Edit the responsibility directly in the account Go to the Accounts view in the Account Management work center. Click Edit then select Contacts. On the Relationships and Responsibilities tab, add a new row in the Responsibilities section. Select a SAP SE or an SAP affiliate company. All rights reserved. P U B L I C Campaign Management View

67 responsibility type, enter the user ID of the user for whom this account should appear in My Accounts, and set the Direct Responsible checkbox. Finally, you must maintain a business address in the Home work center ( Home Self Service Edit My Contact Data ). Ensure that this address is assigned to one and only one user. Install and Log On to the SAP Business ByDesign Add-In for Microsoft Outlook Integration 1. Install the add-in. Go to Home > Self Services. Under My Computer, you can check your computer settings to ensure you have the minimum requirements, and install the add-in. 2. Restart Outlook. Restart Outlook to activate the add-in. When you restart Outlook, the SAP Business ByDesign tool bar is added to your Outlook screen. This tool bar contains buttons for logging in and out of the Business ByDesign system, adding activities, creating service requests, and for accessing the SAP Business ByDesign Help Center. 3. Log on to the SAP Business ByDesign system. From Outlook, log on to the SAP Business ByDesign system by clicking Log on in the SAP tool bar. The logon is certificate-based and runs automatically in the background. If there is a problem with the certificate for your user, or if you are not working with certificates, a dialog box opens where you can enter your user ID and password. Enter your URL in the SAP System URL field, leaving out the /irj/portal/ portion. For example, you log on with URL and not Test.sap.corp:7000/irj/portal. When you are working offline and cannot log on to the system, any changes to relevant s, appointments, and tasks, or new items for synchronization to the SAP Business ByDesign system are kept in a pool in Outlook. Actual synchronization of these items occurs automatically as soon as you log on to the SAP Business ByDesign system via the add-in. If you are logged on to the SAP Business ByDesign system via the add-in for many hours without any action, you may receive an authorization error when trying to use a Microsoft Outlook Integration function. In this case, your user cookies may have expired. Simply log off and log on again. 4. Check the SAP Business ByDesign folder locations From the Outlook menu, choose Tools > SAP Business ByDesign Settings in Outlook 2007, or click on the Add-Ins ribbon then SAP Business ByDesign Settings in Outlook Here, the add-in automatically creates the folders used for synchronization, including the: Default folder: This is the main SAP Business ByDesign folder, where error and conflict information is stored. Accounts folder: This folder contains the accounts downloaded from the SAP Business ByDesign system. Contacts folder This folder contains the contacts downloaded from the SAP Business ByDesign system. To change any of these folders, click on the folder link, choose a new folder, and click OK. 5. In the Advanced Settings section, set the following: Campaign Management View P U B L I C 2017 SAP SE or an SAP affiliate company. All rights reserved. 67

68 a. Flag the Display Synchronization Notifications checkbox if you want the system to display synchronization related notifications in a message pop-up in the Microsoft Windows task bar. b. Flag the Display Synchronization Errors checkbox if you want the system to display synchronization related errors in a message pop-up in the Microsoft Windows task bar. c. Flag the Enable automatic account filtering for s checkbox if you want the system to display only those active accounts which are associated with addresses of the sender and recipients of an Click Download Contacts to perform an initial synchronization. The system synchronizes only accounts in your direct responsibility, so you must ensure that, for the contacts you wish to synchronize, the relevant accounts are listed in My Accounts in the Accounts view (Account Management work center). Hereafter, accounts and their contacts in your direct responsibility are synchronized automatically to Outlook when added or changed. Downloading contacts may not work when there is a high load of contacts and accounts in the system due to memory constraint issues. We recommend you synchronize only those contacts that are needed in Outlook, for example by ensuring that proper responsibilities are assigned. Right click on the SAP Business ByDesign Add-In icon in the Microsoft toolbar. Here, you can display synchronization errors and notifications directly, access the error and conflict folders, open the activities list, and send meeting requests. Synchronize Contacts The system synchronizes to and from Outlook those contacts that have been assigned to your accounts in the SAP Business ByDesign system. To synchronize a contact to Outlook do the following: 1. In the Account Management work center, go to the Contacts view and show All Contacts. 2. Click on the required account and select View All. 3. Go to Relationships tab. 4. In the Responsibilities section, add a row. 5. Enter a party role. You may want to choose a role that is specific to Microsoft Outlook Integration. 6. Enter your employee ID. 7. Save and refresh. This contact and the account associated with it will now show in My Contacts and My Accounts. The system synchronizes the account and contact, as well as any attachments, to Outlook where you can find them in the contact list under Contacts SAP Business ByDesign Accounts or SAP Business ByDesign Contacts. Any future changes to this contact in the system are synchronized automatically.. However there is no automatic synchronization if you change a contact in Outlook that has already been synchronized. In this case, you must add it again from the plug-in to trigger synchronization to the system. To subscribe to groupware synchronization of contacts to Outlook, do the following: SAP SE or an SAP affiliate company. All rights reserved. P U B L I C Campaign Management View

69 Configuration settings are normally performed by an administrator. If you do not have the required authorization, contact your administrator. You can subscribe to groupware synchronization of contacts in Outlook only if Responsibilities for Contacts business option is selected in your solution configuration. To find this business option, go to the Business Configuration work center and choose the Implementation Projects view. Select your implementation project and click Edit Project Scope. In the Scoping step of the project, ensure that Business Partners is selected within General Business Data. In the Questions step, expand the General Business Data scoping element and select Business Partners. Select Handling of Business Partners and answer the questions related to Responsibilities for Contacts. If you have scoped for Contact Management for the synchronization of contacts to Outlook, you will have to download the latest installer of the SAP Business ByDesign Add-In for Microsoft Outlook Integration from the Self Services view. 1. In the Account Management work center, go to the Contacts view and repeat all the steps for synchronizing a contact to Outlook. 2. Select the Groupware Synchronization checkbox for all the contacts you want synchronized to Outlook. 3. Save and refresh. To synchronize a contact to the system, do the following: 1. Select a contact in the contact list view in Outlook and click Add Contact. You can select multiple contacts for synchronization. 2. Associate the contact to an account. 3. Click Submit. Synchronization information for this contact is displayed In the bottom frame of the contact in Outlook. Simply select the Click here for more details link to open a CRM system session navigated directly to the selected contact. To unsubscribe a contact from the system, select a contact in the contact list view in Outlook and click Unsubscribe Contact. You can also unsubscribe a contact by unchecking the Groupware Synchronization check box in the Contacts view of the Account Management work center Once the contact is unsubscribed, synchronization between Outlook and SAP Business ByDesign, and vice-versa, will not happen further. The contact will be removed from Outlook. Only contacts subscribed for Groupware synchronization will be shown in Outlook. To create a contact or account for synchronization to the system do the following: 1. Create a new contact, for example by selecting SAP Business ByDesign Contacts in the Outlook contacts list view. Right click and choose New Contact. 2. Enter your data, save and select the SAP Business ByDesign tab directly in the contact screen. Click Add Contact. 3. In the Add Contact pop-up, you can associate the contact to an existing account by clicking Associate With and selecting an account from the list, or entering a search term to find a specific account. Campaign Management View P U B L I C 2017 SAP SE or an SAP affiliate company. All rights reserved. 69

70 If the account does not exist in your system, you can create a new one from Outlook by clicking Create then Account. Enter your details and click Create. Associate the contact with this new account. The new contact and new account are synchronized to the system. Any future changes to the contact or account in the system are synchronized automatically. However the changes done to the contact in Outlook needs to be synchronized from the plug-in. Updating an account from Outlook and synchronizing to the system is not possible. Contacts must be assigned to an account in order to synchronize. The ability to create and synchronize accounts and contacts depends on your system authorizations, as well as your synchronization settings. Contact an administrator if you have any questions or difficulties. The user who creates and synchronizes a new account from Outlook is automatically the employee responsible for that account. Although it is possible to delete a contact in Outlook the deletion is not synchronized. To remove the contact, the contact should be removed from the assigned responsibility in the system, this would trigger delete in the Outlook. After you synchronize contacts from Business ByDesign to Outlook, the street number may appear before the street address. For shared contact synchronization do the following: Only contacts subscribed for Groupware synchronization will be shown in Outlook. 1. From your Outlook click SAP Business ByDesign Contacts, select Share and then select Share Contacts. A mail giving sharing rights for contacts opens. Send the mail to the required user. The contacts in your Outlook are now visible to all the users in the Shared Contacts section. 2. The user with whom you have shared your contact list, can now add a contact to your contact list; you will be responsible for these new contacts. The user adding the contacts to you contact list can view this contact in his Shared Contacts folder. 3. You will also be responsible for the account created under the Shared Contact section, by a user with whom you have shared your contact list. 4. You can manage the subscription of contacts for a user who has shared his contact list with you. To do this: a. Select the shared contact folder b. In the SAP Business ByDesign tab, click c. Click Manage Subscriptions In the Manage Subscription screen (for the shared contact) that opens, you can subscribe or unsubscribe contacts for synchronization. Synchronize s You can designate any for two-way synchronization between the SAP Business ByDesign system and Microsoft Outlook. To add an for synchronization, do the following in Outlook: 1. Select and open the in your inbox. 2. Click Add in the SAP Business ByDesign Add-In toolbar SAP SE or an SAP affiliate company. All rights reserved. P U B L I C Campaign Management View

71 Note that you can add an directly, without opening it. Right click on the in your inbox, and choose Add from the displayed options. Or simply select the or multiple s in the list and click Add Associate an account if desired. 4. Click Submit. An activity is created in the SAP Business ByDesign system based on information in the Outlook e- mail. To open an activity in the system that was added from Outlook, go to the Account Management work center and choose the Activities view. To view your synchronized s in the fact sheet of the relevant account: 1. Go to the Account Management work center and choose the Accounts view. 2. Select the account of the contact whose you want to review. 3. Click on View All, then You Can Also Open Overview. You can find the in the Activities section. s in the system contain information taken directly from the Outlook header and body, and include attachments. They are ordered by date. Filter and search options are available. To create an activity in the system for synchronization to Outlook, do the following: 1. Go to the Account Management work center. 2. Click on Common Tasks and select New Fill in the required and optional fields and save. Your new activity is synchronized to Outlook. Synchronize Appointments You can designate any calendar appointment for two-way synchronization between the SAP Business ByDesign system and Microsoft Outlook. To add an appointment for synchronization, do the following in Outlook: 1. Select and open the appointment in your calendar. 2. Click Add Appointment. Note that you can add an appointment directly, without opening it. Right click on the appointment in your calendar, and choose Add Appointment from the displayed options. Or simply select the appointment or multiple appointments and click Add Appointment. 3. Associate an account if desired. 4. Click Submit. An appointment activity is created in the system based on information in the Outlook appointment. To open an appointment activity in the system that was added from Outlook, go to the Account Management work center and choose the Activities view. Synchronized appointments can also be viewed in the fact sheet of the respective account: 1. Go to the Account Management work center and choose the Accounts view. 2. Select the account of the contact whose appointment you want to review. 3. Click on View All, then You Can Also Open Overview. You can find the appointment in the Activities section. To create an appointment activity in the system for synchronization to Outlook, do the following: 1. Go to the Account Management work center. Campaign Management View P U B L I C 2017 SAP SE or an SAP affiliate company. All rights reserved. 71

72 2. Click on Common Tasks and select New Appointment. 3. Fill in the required and optional fields If you maintain attendees in this appointment, once the a meeting request is synchronized to Outlook, you can send invites to the attendees, either manually or by using the ByDesign icon in the system tray and choosing the Send Meeting Requests to Attendees option from Outlook when the appointment is synchronized. 4. Save. Your new appointment activity is synchronized to Outlook. It is not possible to synchronize recurring appointments. Any future changes to the appointment in the system are synchronized automatically. However any changes in Outlook are not automatically synchronized and need to be synchronized from the plug-in. To deactivate synchronization, click Untrack in the SAP Business ByDesign Add-In tool-bar in Outlook. To delete the appointment entirely, click Remove in the SAP Business ByDesign Add-In tool-bar in Outlook. Synchronize Tasks You can designate any task for two-way synchronization between the SAP Business ByDesign system and Microsoft Outlook. To add a task for synchronization, do the following in Outlook: 1. Select and open the task in your To-Do List. 2. Click Add Task. Note that you can add a task directly, without opening it. Right click on the task in your task list and choose Add Task from the displayed options. Or simply select the task or multiple tasks and click Add Task. 3. Associate an account if desired. 4. Click Submit. A task activity is created in the system based on information in the Outlook appointment. To open a task activity in the system that was added from Outlook, go to the Account Management work center and choose the Activities view. To view synchronized tasks in the fact sheet of the respective account: 1. Go to the Account Management work center and choose the Accounts view. 2. Select the account of the contact whose task you want to review. 3. Click on View All, then You Can Also Open Overview.. You can find the task in the Activities section. To create a task activity in the system for synchronization to Outlook, do the following: 1. Go to the Account Management work center. 2. Click on Common Tasks and select New Task. 3. Fill in the required and optional fields and save. Your new task activity is synchronized to Outlook SAP SE or an SAP affiliate company. All rights reserved. P U B L I C Campaign Management View

73 If you change a task in the system, the changes are automatically synchronized to Outlook. However, there is no automatic synchronization if you change a task in Outlook that has already been synchronized! In this case, you must add it again to trigger synchronization to the system. To deactivate synchronization, click Untrack in the SAP Business ByDesign Add-In tool-bar in Outlook. To delete the task entirely, click Remove in the SAP Business ByDesign Add-In tool-bar in Outlook. Associate Activities You can associate s, appointments and tasks to any of your Business ByDesign accounts, campaigns, opportunities, or leads. To associate an activity to an account (in this example, an activity), do the following: 1. Click Add in Outlook to synchronize an incoming to the system. 2. In the following pop-up, click on Associate With and choose Account. Here you can search for the account that you want to associate with the . If Enable automatic account filtering for s checkbox is enabled in the Settings, the system displays only those active accounts which are associated with addresses of the sender and recipients of an Click Associate Account to link the selected account to the , or choose another account from the list. 4. An activity is created automatically in the system for the account that you choose. The system derives the contact for this activity from the address. To associate an activity to a business document (in this example, an activity), do the following: 1. Click Add in Outlook to synchronize an incoming to the system. 2. Associate the to an account if desired. 3. Click Associate With. Choose the type of business document, for example campaign, opportunity, or lead, and select the relevant document ID from the resulting list. Or enter a search term to find a specific document. 4. An activity is created automatically in the system as a follow-up document to the campaign, opportunity, or lead that you have selected. Synchronization information is displayed In the bottom frame of the activity in Outlook. Simply select the Click here for more details link to open a CRM system session navigated directly to the selected document. Create Activities for an Opportunity You can create, update, and synchronize activities for an opportunity. This can be done from your system, as outlined in this example, or from Outlook. 1. In the New Business work center, go to the Opportunity List view, select an opportunity and click Edit. 2. On the Sales Activities tab, create a new task, for example, or add one from Suggested Activities if proposed by the system. 3. Save the activity. Your new activity is automatically synchronized to Outlook with an association to the opportunity. For more information on creating activities in an opportunity, see the Opportunities Quick Guide. Campaign Management View P U B L I C 2017 SAP SE or an SAP affiliate company. All rights reserved. 73

74 Create Service Requests from s If your system has been configured for this function, you can create a service request directly from an in Microsoft Outlook. The details from the are added to a new service request and a new activity in the system. To create a service request, do the following: 1. From your Outlook inbox, identify the that you want to follow-up with a service request. 2. Select and open the Click Create Service Request. Note that you can create a service request directly, without opening the . Right click on the in your inbox, and choose Create Service Request from the displayed options. Or simply select the or multiple s and click Create Service Request. 4. An activity and service request are synchronized to the system, and associated to each other. You can check this association in the document flow. Details in the activity and service request are taken from the Outlook The title of the activity is taken from the subject of the Outlook . The notes of the activity are taken from the body text of the Outlook . The incident description of the service request is taken from the body text of the Outlook . To open a service request, go to the Service Requests view of the Service Desk work center. You can also open the document in the fact sheet of the relevant account. 1. Go to the Account Management work center and choose the Accounts view. 2. Filter and select the relevant account. 3. Click on View All, then You Can Also Open Overview, and navigate to the Services tab. See Also Business Configuration for Microsoft Outlook Integration Business Configuration for Automatic Creation of Service Requests Tasks Capture Responses to a Campaign Overview A response is an activity of the type , letter, fax, phone call; or a lead, opportunity, sales quote, or sales order that is related to a campaign. You can capture responses to campaigns in the following ways: In the Marketing work center, Campaign Management view, Campaigns subview In the campaign itself when you edit it Response Activities using Multiple Responses In the Account Management work center under Activities SAP SE or an SAP affiliate company. All rights reserved. P U B L I C Campaign Management View

75 Using Microsoft Outlook Integration to synchronize responses with the SAP Business ByDesign system Adding the campaign to a lead, opportunity, sales quote, or sales order Prerequisites You have created and executed a campaign. If you want to capture responses using Microsoft Outlook Integration, then you need to install the Add-In for Microsoft Outlook. To do this, go to My Computer in the Self-Services Overview view in the Home work center. Steps You can capture responses in the following ways: Capture a Response in the Campaigns View If most of your responses are received by a marketing employee, you can create the responses directly in a campaign. 1. Go to Marketing Campaign Management Campaigns. 2. In the Campaigns worklist, select the campaign you want to create responses for and click Add Response followed by the relevant activity type. Alternatively, you can first select the campaign and click Edit. 3. A new activity opens. The campaign description is proposed in the Subject field, and the campaign ID is proposed in the Campaign field. Enter the person who responded in the From field (for , fax, letter) or in the Call Participant field (for phone call). 4. If response options are assigned to this campaign, select the relevant response option from the dropdown list in the Response Option field. 5. Save the activity. It is now captured as a campaign response. 6. Click Close to return to the campaign. If the Execution Details or Response Details tab was active when you clicked Add Response, you can now click Refresh to update the list of members or accounts and contacts as well as the key performance indicators. 7. Save the campaign. Capture a Response in the Campaigns View using Multiple Responses 1. Go to Marketing Campaign Management Campaigns. 2. In the Campaigns worklist, select the campaign you want to create responses for and click Multiple Responses. Alternatively, you can select Multiple Responses from the Common Tasks. 3. A new activity opens. The selected campaign is proposed in the Campaign field, and the response type (fax, , letter, phone call). 4. If response options are assigned to this campaign, select the relevant response option from the dropdown list in the Response Option field for defaulting. Campaign Management View P U B L I C 2017 SAP SE or an SAP affiliate company. All rights reserved. 75

76 Upon selecting Enter, the selected values are proposed in the table below. However, they can be overwritten. Additional information such as the response code, account, contact, response description, and response notes can be added. The response description is assigned the activity subject. In case you do not maintain a response description, the campaign description will be used. The response notes is assigned the activity notes. In case you enter a response code, the Account, Contact, and Campaign fields will be filled accordingly. By selecting Check the table entry is checked for consistency and completeness. Untouched lines (no icon in first column) will be ignored. The check result is indicated using an icon in the first column. In case of an error, detailed error messages will be displayed by clicking on the icon. New lines will be automatically added to allow fast maintenance. Untouched lines (no additional data maintained) will be ignored during creation. 5. Click Create and the respective activities are created. 6. Click Close to return to the campaign. Capture a Response in the Activities View If some responses are received by sales employees, you can create a response by assigning a campaign to an activity. You can do this for the following activity types: , Letter, Fax, and Phone Call. 1. Go to Account Management Activities. 2. Click New and choose the activity type from the dropdown list. 3. You can enter the campaign ID or campaign description to which this response belongs to in the Campaign field or search for the campaign. When you enter the campaign ID, the campaign is identified and the subject of the activity is automatically filled with the campaign description. You only have to fill in the account or contact who responded manually in the From field (or into the Call Participant field for phone call). If the account or contact who responds to your campaign knows his personalized response code, you can enter this in the Campaign field instead of manually searching for the campaign or entering the campaign ID. When you enter such a response code, the system automatically determines the account and contact who has responded as well as the campaign. The subject of the activity is also automatically filled with the campaign description. 4. If response options are assigned to this campaign, select the relevant response option from the dropdown list in the Response Option field. 5. Save the activity. The activity is captured as a campaign response, and the campaign can be displayed in the document flow of the activity. Capture Responses by Synchronizing Responses with SAP Business ByDesign If you use Microsoft Outlook Integration, you can also capture responses automatically by synchronizing responses that have been received by with the SAP Business ByDesign system. 1. In your personal inbox, select one or several s. 2. Click Add to synchronize these s with the SAP Business ByDesign system. A dialog box is displayed. 3. Click Associate and choose With Campaign. 4. Click Go to search for all campaigns. You can search for your campaign by status or campaign description SAP SE or an SAP affiliate company. All rights reserved. P U B L I C Campaign Management View

77 5. Select the right campaign from the list and click Associate. 6. Click Submit. A message confirms that the s have been synchronized successfully. activities for the identified accounts and contacts are created automatically in the SAP Business ByDesign system. Capture a Response using the Lead, Opportunity, Sales Quote, or Sales Order UI 1. Click Add Response in the respective screen, and choose the appropriate document type, for example, Lead, from the dropdown list. You can enter either the campaign ID, or the campaign description in the Campaign field, or search for the campaign. When you enter the campaign ID, the campaign is identified. You only have to fill in the account or contact information. If the account or contact who responds to your campaign knows his personalized response code, you can enter this in the Campaign field instead of manually searching for the campaign or entering the campaign ID. When you enter such a response code, the system automatically determines the account and contact who has responded as well as the campaign itself. 2. Save the document. The document is captured as a campaign response, and the campaign can be displayed in the Document Flow. Import Campaign Responses Using Microsoft Excel Template For more information, see Importing Campaign Responses Using Microsoft Excel View Campaign Responses 1. Go to Marketing Campaign Management Campaigns. 2. In the Campaigns worklist, click on a campaign, then click View All. 3. Click Response Details. 4. In the Show field, choose responses or responders. 5. Click on either the response description or the response ID of a response to view additional details. See Also Campaigns Quick Guide [page 53] Activities Quick Guide Quick Guide for Microsoft Outlook Integration [page 65] Export Business Data Using Microsoft Excel Overview You can export reports and worklists to Microsoft Excel documents. You can use these documents for further analysis, and in some cases, edit and upload them to the solution. You can export data from a report or from a worklist. Campaign Management View P U B L I C 2017 SAP SE or an SAP affiliate company. All rights reserved. 77

78 Prerequisites You have installed the latest Add-In for Microsoft Excel. Depending on your solution set-up, you can do this from the: Self Services Overview in the Home work center Download Center in the Application and User Management work center Download link that is available directly on the user interface The settings for your browser must be set correctly. You can review the information about computer settings by clicking Check My Computer Settings on the logon screen. You must be authorized to perform an export to Microsoft Excel. Procedure 1. Go to the screen with the data you want to export. 2. Depending on the type of data, choose one of these options: For a report, you can either export a chart or a table. To do so, select the report, and click Switch to Chart or Switch to Table. For a worklist, select the worklist and click Go. 3. Click Export, then choose To Microsoft Excel. 4. Optional: Personalizing your excel export 1. To select the columns in your exported excel, do the following: a. In the title bar, click Personalize This screen b. In the side panel, select Display Settings. c. In the Display Settings dialog box, you can export all the columns in the view by selecting All in the Export Columns field The default value for this field is Visible, which exports only the currently displayed columns. 2. To select the language for your excel export, do the following a. In the Display Settings dialog box, set the Language Selection field to Show and click OK b. Click Save. c. Click Export, then choose To Microsoft Excel d. Select a language in the dialog box that opens. The column selection preference in this dialog box allows you to override the personalized setting. This selection is valid for the current export only. 5. Select the template in the dialog box that is displayed SAP SE or an SAP affiliate company. All rights reserved. P U B L I C Campaign Management View

79 If there is only one template that has the logged in language variant, then the export will be performed in the logged in language, and no user interaction is required. If there is only one template in the system for this export scenario, but the logged in language variant is not available, then export will be performed in the English language. If there is more than one template in the system for this export scenario, the Template List dialog box is displayed. In this dialog, you can select the Microsoft Excel template that you want to use for the export. The template will dictate how your exported data will be formatted. The Microsoft Excel version that is relevant for each template is displayed. 6. Click Download. 7. A message shows that you can open or save the file which contains the data that you have just exported from the solution. Click Open or Save depending on what you want to do with the exported data. Depending on whether you click Open or Save, there are two possible results: If you click Open, a worksheet opens with the data in Microsoft Excel. The file has a temporary name, but it is not saved. You can use all the functions of Microsoft Excel to organize the data and to save that worksheet. If you click Save, a Save As dialog box opens. You can specify an appropriate file name and a location to save the exported Microsoft Excel file to. A message will inform you when the download has completed successfully. You can later navigate to the location where you have saved the template and open it. 9.2 Response Options View Response Options Quick Guide In the Response Options view you can create and edit response options for the purpose of assigning them to campaigns. You can access this view from the Marketing work center under Campaign Management. You can classify your response options as being positive, negative, and neutral. Using response options enables you to capture detailed responses to a campaign, so that you can measure its success. After you have created your response options, you can assign them to a campaign in the Campaigns view under Campaign Management. Business Background Target Groups and Campaign Management Target Groups and Campaign Management provide an effective way for sales and marketing professionals within your company to target specific prospects or customer groups in order to generate new business or strengthen relationships. For more information, see Target Groups and Campaign Management [page 8]. Business Scenario: Marketing-to-Opportunity The Marketing-to-Opportunity business scenario enables you to manage marketing and pre-sales activities with the goal of generating new business for customers and prospects. You can run campaigns, capture responses, generate Campaign Management View P U B L I C 2017 SAP SE or an SAP affiliate company. All rights reserved. 79

80 leads, manage opportunities, and initiate and track related sales activities. Alternatively, you can use this business scenario without campaigns, which means that no marketing department is involved, and leads and opportunities can be created without using a campaign. There is also an enhanced function for Microsoft Outlook integration that allows you to directly assign s to specific campaigns in Outlook and synchronize this information with the SAP Business ByDesign system. In addition, the pipeline simulation feature provides an interactive combination of graphic and table list of the opportunities. The What-if analysis simulates how changes would affect your pipeline. For more information, see Marketing-to-Opportunity. Tasks Create a Response Option 1. In the Response Options subview, click New followed by Response Option. You can also create a response option when you create a campaign, in the Campaigns subview. For more information, see Create a Campaign in the Campaigns Quick Guide [page 53]. 2. In the Response Option Description field, enter a description. This description will be displayed in the dropdown list in an activity such as an or phone call, when you capture a response to a campaign. Via Available Languages you can maintain the response option description for several languages. 3. In the Classification field, specify whether the response option is positive, negative, or neutral. 4. If required, you can select Generate Leads indicator, which will generate leads automatically from the campaign response upload template using this response option. For more information on uploading campaign responses using the Microsoft Excel template, see Importing Campaign Responses Using Microsoft Excel. Leads are generated automatically from the campaign responses using response options only when the campaign responses are uploaded to the system through the pre-defined Microsoft Excel template. For more information, see Generate Leads Automatically from Campaign Response Upload Template in Quick Guide for Leads [page 25]. 5. If required, enter a note. 6. Save the response option. When you save a response option, its status is set automatically to Active. Change the Status of a Response Option if you do not need a response option anymore, you can set its status to Obsolete. 1. In the Response Options subview, select the required response option from the worklist. If required, you can view the response option. 2. Click Change Status followed by Obsolete SAP SE or an SAP affiliate company. All rights reserved. P U B L I C Campaign Management View

81 Note the following: If you have set the status of a response option to Obsolete by mistake, you can change it back to Active. You cannot change the status of a response option if it has been assigned to a campaign. Delete a Response Option You can delete only those response options that have the status Obsolete. 1. In the Response Options worklist, select the required response option from the worklist. Ensure that it has the status Obsolete. The system displays a message, asking you whether you want to delete the selected record. 2. Click Delete in the worklist. The system displays a message, asking you whether you want to delete the selected record. 3. Confirm the message by clicking Delete. The response option is removed from your work list, and a system message confirms that your entries have been saved. Export Response Options to Microsoft Excel You can export response options to Microsoft Excel. For more information, see Export Business Data Using Microsoft Excel [page 31]. Campaign Management View P U B L I C 2017 SAP SE or an SAP affiliate company. All rights reserved. 81

82 10 Reports View 10.1 Lead Funnel Overview This report shows the leads the user is responsible for, and the opportunities, quotes, and orders that originate, either directly or indirectly, from these leads. This report is also available as a mobile report. For more information, see the documentation about working with mobile reports. Views The following views are available with this report: Lead Funnel by Source Shows the lead funnel by source Lead Funnel Values by Source Shows the lead funnel values by source Lead Funnel by Number Shows the lead funnel by number Features Running the Report Before running the report, you can specify the data you want to see by selecting specific variables. You must specify a value for all mandatory variables. In the system, mandatory variables are indicated by an asterisk (*). Analyzing the Report The default report displays the source and number of all the leads, and the number of opportunities, quotes, and sales orders that have been created on the basis of these leads. The data in this report is initially displayed in table format. You can also display the report as a chart. To analyze the data in this report: Use the filters to manipulate the display of the data in the content pane. For this report, you can add these key figures: Item Value of Opportunities Expected Value of Opportunities Net Value of Sales Orders Number of Leads Number of Opportunities Number of Sales Quote Items SAP SE or an SAP affiliate company. All rights reserved. P U B L I C Reports View

83 Number of Sales Quotes Number of Sales Order Items Number of Sales Orders Net Value of Sales Orders Drag and drop characteristics to add or remove data from the content pane. To further analyze data in this report, you can drag characteristics to rows and columns. Characteristics indicating periods such as Calendar Year or Calender Year/Month aggregate by lead start date. From this report, you can navigate to the account. See Also Reports View Overview of Reports in Customer Relationship Management 10.2 Number of Leads Overview This report shows the number of leads accepted by sales as well as the number of leads rejected by marketing or sales. This report lists those leads for which the user is the employee responsible. This report is also available as a mobile report. For more information, see the documentation about working with mobile reports. Views The following views are available with this report: Number of Leads Shows the number of leads Number of Leads by Source Shows the number of leads by source Features Running the Report Before running the report, you can specify the data you want to see by selecting specific variables. You must specify a value for all mandatory variables. In the system, mandatory variables are indicated by an asterisk (*). Analyzing the Report To analyze the data in this report: Use the filters to manipulate the display of data in the content pane. For this report, you can add these key figures: Reports View P U B L I C 2017 SAP SE or an SAP affiliate company. All rights reserved. 83

84 Number of Accepted Leads by Sales Number of Rejected Leads by Sales Number of Rejected Leads by Marketing Total Number of Closed Leads Number of Closed Leads = Number of Accepted Leads + Number of Rejected Leads To further analyze data in this report, you can drag characteristics to rows and columns. Characteristics indicating periods such as Calendar Year or Calendar Year/Month aggregate by the lead start date. From this report, you can navigate to: Account Lead ID For marketing purposes you can create a target group of the accounts listed in this report. To do this: 1. Call up the report and select the criteria according to your needs. 2. Add the Account characteristic to Rows. 3. Click on an account ID or an account name, then click on the arrow that appears next to the ID or name, and select Export all Accounts to new Target Group in the dropdown menu. The Target Group screen opens. The target group contains all accounts that are shown in the report. In addition, the system automatically determines the main contacts of these accounts, based on the account master data, and includes these in the target group. If the master data for a particular account does not have a main contact, then only the account is included in the target group. Note that the system determines the main contacts that are currently entered in the master data of the accounts. Therefore it is possible that some contacts in the target group differ from the contacts shown in the report. 4. Check the details and save the target group. Note that if you copy a report, it is not possible to create a target group based on the new report. See Also Reports View Overview of Reports in Customer Relationship Management SAP SE or an SAP affiliate company. All rights reserved. P U B L I C Reports View

85 SAP SE or an SAP affiliate company. All rights reserved. No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP SE or an SAP affiliate company. The information contained herein may be changed without prior notice. Some software products marketed by SAP SE and its distributors contain proprietary software components of other software vendors. National product specifications may vary. These materials are provided by SAP SE or an SAP affiliate company for informational purposes only, without representation or warranty of any kind, and SAP or its affiliated companies shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP or SAP affiliate company products and services are those that are set forth in the express warranty statements accompanying such products and services, if any. Nothing herein should be construed as constituting an additional warranty. SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP SE (or an SAP affiliate company) in Germany and other countries. All other product and service names mentioned are the trademarks of their respective companies. Please see index.epx for additional trademark information and notices. icon courtesy of W3C, see creativecommons.org/licenses/by/3.0/.