Exploring Sales Customer Relationship Management
Summarize
Summary of Exploring Sales Customer Relationship Management
Sales Customer Relationship Management (Sales CRM) on the ServiceNow platform enables organizations to manage the entire product sales life cycle—from pre-sales activities such as lead and opportunity management, through sales quote generation and order capture, to order fulfillment and post-sales processes like contract renewals. It integrates front, middle, and back-office teams within a unified system to streamline engagement and operational workflows.
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Key Features
- Product Catalog Management: Create and maintain commercial and technical product catalogs for use in sales opportunities, quotes, and orders.
- Pricing Management: Set prices via price lists and contextual controls, including integration with external pricing systems.
- Lead and Opportunity Management: Manage potential customers and track sales prospects effectively.
- Quote Management: Generate formal sales proposals quickly and accurately.
- Product Configurator UI: Configure and price complex offerings with ease.
- Sales Agreement Management: Handle binding agreements specifying items, prices, terms, and durations.
- Order Management: Capture and fulfill product and service orders to ensure seamless customer experiences.
- Post Sales Support: Manage contracts and entitlements to support customers after sales completion.
- Lead-to-Cash Process Management: Provide sales managers with consolidated views of sales data and activities.
- Customer Engagement Sequences: Automate engagement activities at various customer relationship stages.
- Customer Self-Service: Enable B2B customers to browse catalogs, place orders, and request order changes independently.
- Sales and Order Management Workflows: Configure organizational workflows and metadata for sales entities.
- Customer Life Cycle Management Workflows: Support change management activities like moves, adds, changes, and disconnections of sold products.
Benefits
- Improves sales and order processing efficiency across the lead-to-renewal journey on a single platform.
- Enhances agent productivity by providing tools tailored to their roles in sales and order fulfillment.
- Increases organizational speed and accuracy in order fulfillment, accelerating revenue generation.
- Fuses multiple organizational teams into a unified system of engagement and action.
- Supports both automated and manual customer engagement via configurable sequences.
Next Steps
ServiceNow customers can explore additional Sales CRM applications and workflows through the ServiceNow Store, where cumulative release notes and app version histories are available for review and app requests.
Whether you're starting or expanding a Sales Customer Relationship Management (Sales CRM) implementation, learn more about its available applications and workflows for pre-sales engagement, order capture and fulfillment, and post-sales activities in your organization.
Overview of Sales and Order Management
The Sales Customer Relationship Management applications enable you to manage the product sales life cycle in your organization, including pre-sales leads and opportunities, sales quote generation, order capture, order fulfillment, and post-sales order changes and contract renewals.
To support the product sales life cycle, Sales Customer Relationship Management provides the following features and applications.
Benefits
With the Sales Customer Relationship Management applications, your organization can improve sales and order processes as well as agent productivity by managing the lead to renewal life cycle on one platform, and by fusing front, middle, and back-office teams with one system of engagement and action. By connecting existing applications and adding ServiceNow workflows, Sales Customer Relationship Management helps increase organizational efficiency, speed order fulfillment, and both accelerate and boost revenue.
| Benefits | Application or key feature | Persona |
|---|---|---|
| Create and manage product catalogs for commercial and technical product offerings. Commercial catalogs can be used by your agents to create opportunities, quotes, and orders. | Product Catalog Management | Product catalog administrator or manager |
| Set the pricing for your products through price lists, contextual price controls, and if needed, pricing from external systems. | Pricing Management | Pricing administrator |
| Create and manage leads for potential customers and product sales. | Lead Management | Sales agent and account executive |
| Create pre-sales opportunities that identify and track potential sales based on customer needs. | Opportunity Management | Sales agent and account executive |
| Create and manage sales quotes, which are formal offers for products or services that agents propose to customers. | Quote Management | Sales agent |
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Quickly configure and price opportunities, quotes, and complex product offers. |
Product configurator user interface | Sales and order agent, admin to set up |
| Create and manage binding agreements between your sales organization and buyers, with specified items, quantities, prices, terms, and effective periods. | Sales Agreement Management | Sales and order agent |
| Capture and fulfill product and service orders to create a seamless ordering experience for your customers. | Order Management | Order agent, fulfillment agent, agent manager, and fulfillment manager |
| Create and manage contracts and entitlements as part of post-sales support. | Post Sales Support | Agent |
| Empower sales teams by providing a consolidated view of all critical sales data and activities. | Lead-to-Cash Process Management | Sales managers |
| Create a series of automated and manual activities that can be set up to engage with leads and customers at every stage of their relationship with your business through various channels. | Customer Engagement Sequences | Sales agents |
| Provide self-service capabilities to your B2B customers such as the ability to browse product catalog, place orders, or request changes to the orders. | Customer self-service for Sales Customer Relationship Management | Customers |
| Create the workflows for your organization and configure the metadata for your various Sales Customer Relationship Management entities. | Sales and Order Management workflows (lead-to-cash core) | Agent, admin to configure |
| Support change management and commercial workflows (move, add, change, and disconnect) for sold products. | Customer Life Cycle Management Workflows | Agent |
Request apps on the Store
Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.