Chapter 8 - ERP Sales, CRM, Knowledge Management

Flashcards covering key concepts from SAP Sales and Distribution module and its functionalities.

Sales Order

A document recording a customer's request for products/services, specifying details like items, quantity, price, and delivery, initiating the sales process.

Order-to-Cash Process

The complete business process from customer order receipt to sales processing, material delivery, invoicing, and final payment collection.

Customer Relationship Management (CRM)

Systems and strategies to manage customer interactions, aiming to improve relationships, retention, and sales through coordinated departments.

Availability to Promise (ATP)

A logistics function determining if a product can be supplied by a requested date, considering stock and planned movements.

Delivery Document

A logistical document from a sales order that starts and controls outbound delivery activities like picking, packing, and posting goods issue (transfer of ownership).

Billing Document

A financial document created to invoice customers for goods/services, updating credit status, recording receivables, and prompting payment.

Condition Master Data

Master data that defines all pricing elements for products/services, including prices, discounts, surcharges, freight, and taxes, flexible by customer or material.

Goods Issue

The physical release of products from inventory for shipment, marking legal ownership transfer to the customer and triggering inventory/accounting updates.

Sales Organization

An organizational unit legally responsible for selling specific products or services, managing sales channels and customer interactions.

Master Data

Fundamental, stable data essential for consistent business operations (e.g., customer, material, pricing details), ensuring accuracy and integration across processes.

Point of Sale (POS) System

A retail system for completing sales transactions, processing payments, generating receipts, and updating real-time inventory at the point of purchase.

CRM Functionality

Key capabilities of CRM systems that manage sales automation (leads, orders), marketing automation (campaigns), service automation (support), and provide customer analytics.

Types of CRM Analytics

Different methods of analyzing customer data: Descriptive (explains past), Predictive (forecasts future), and Prescriptive (recommends actions).

Organizational Structure of SD (Sales & Distribution)

The hierarchy of units governing sales and distribution, including the Sales Organization, Distribution Channel, Division, and Sales Area.

Pre-Sale Activities

Sales Order Entry, Check Availability, Pick Materials, Pack Materials, Post Goods Issue, Customer receipt

Stock

A quantity of goods or materials held by a business to fulfill customer demand.

Goods Issue

The process of removing inventory from stock to fulfill a sales order or transfer goods, resulting in a decrease in inventory levels.

Picking Request

A request generated in the warehouse management system to initiate the process of selecting and retrieving the correct items from stock to fulfill a sales order.

Packing Slip

A document that accompanies shipments, detailing the items included in the package and serving as proof of delivery.

Bill of Landing

A document issued by a carrier to acknowledge receipt of cargo for shipment, outlining the details of the goods and the terms of transport.

Common Carrier Interface

A system used to facilitate communication and transactions between common carriers and shippers, ensuring efficient transport and logistics operations.

Remit Advice

A document provided by the payer to the payee, detailing the payment being made and the invoices being settled.

Pick Process

The series of steps taken to select and prepare items for customer orders, which includes locating items in the warehouse, packing, and labeling them for shipment.

Pack Process

The steps involved in preparing items for shipment after picking, including boxing, sealing, and labeling the packages.

Ship Process

The final series of steps taken to dispatch items to customers, encompassing arranging transportation, generating shipping documents, and ensuring that packages leave the warehouse.

Event Monitoring

The process of tracking and analyzing events that occur throughout the order fulfillment process in SAP SD, enabling timely responses and improved operational efficiency.

Profitability Analysis

A method used to evaluate and assess the profitability of different business segments, products, or customers. It helps organizations make informed decisions based on profit contribution.

Profiling

The process of categorizing and managing data related to customers or products to enhance decision-making in sales and distribution.

Customer Segmentation

The practice of dividing a customer base into distinct groups based on common characteristics, behaviors, or needs to tailor marketing strategies and improve service.

Predictive Modeling

A statistical technique used to predict future outcomes based on historical data, allowing businesses to anticipate customer behavior and optimize sales strategies.

Web Analytics

The collection, analysis, and interpretation of data from web traffic and user interactions to optimize online performance and drive marketing strategies.

Sales order entry

The process of capturing and recording a customer's order details in a system, ensuring accurate fulfillment and inventory management.