--- sourceDocument: Xanadu Sales Customer Relationship Management sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/order-management Release : - xanadu ft:locale : - en-US ft:publication_title : - Xanadu Sales Customer Relationship Management ft:clusterId : - omgmt bundleId : - omgmt workflow : - Customer and Industry --- # Exploring Sales Customer Relationship Management # Exploring Sales Customer Relationship Management {#ariaid-title1} * Release version: Xanadu * * Updated August 1, 2024 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read 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 {#som-exploring__section_kwt_4bz_hnb} 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. Figure 1. Sales Customer Relationship Management applications and key features ## Benefits {#som-exploring__section_zrk_v22_knb} 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. {#som-exploring__table_lrg_lmc_kvb__entry__3} | 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](https://servicenow-prod.fluidtopics.net/aWR4~kl2qUzq2GLJvZvbXA "Product Catalog Management enables your organization to manage your product offerings by grouping them into catalogs and categories, which streamlines the ordering process and helps manage leads, opportunities, quotes, and orders in Sales Customer Relationship 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](https://servicenow-prod.fluidtopics.net/jxC5Jw7XtcX2yOL2Z_8XoQ "The Pricing Management application enables your organization to set, manage, and optimize pricing strategies for any Sales Customer Relationship Management solution. These pricing strategies enable your sales team to generate leads, opportunities, quotes, and orders with accurate and competitive pricing quickly.") | Pricing administrator | | Create and manage leads for potential customers and product sales. | [Lead Management](https://servicenow-prod.fluidtopics.net/X9KrKoMlfXuI~dzg2Kk~0w "The Lead Management application enables your sales agents and sales development representatives to create leads and nurture them into opportunities.") | Sales agent and account executive | | Create pre-sales opportunities that identify and track potential sales based on customer needs. | [Opportunity Management](https://servicenow-prod.fluidtopics.net/gcmod2uurqe3vs72iMimtg "The  ServiceNow Opportunity Management application enables your sales agents and account executives to analyze customer needs and generate product recommendations for potential customers.") | 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](https://servicenow-prod.fluidtopics.net/r_uXBabXEc8R~kx7dV7wCQ "Quote Management is an application used to create and manage product quotes. Quote Management can be a separate application or part of the Sales Customer Relationship Management (SOM) application.") | Sales agent | | Quickly configure and price opportunities, quotes, and complex product offers. | [Product configurator user interface](https://servicenow-prod.fluidtopics.net/kmIMEHVbk5mTiusCLAOtBA "The product configurator is a user interface that is embedded in various Sales Customer Relationship Management applications, such as the Quote and Order Management applications, enabling agents to configure complex products or services dynamically according to customer requirements.") | 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](https://servicenow-prod.fluidtopics.net/tjTqRxkIeJyVm6PtB0E6wQ "Sales Agreement Management is an application that captures the scope and conditions from a quote for future sales transactions, over a specified period between a buyer and a seller.​") | Sales and order agent | | Capture and fulfill product and service orders to create a seamless ordering experience for your customers. | [Order Management](https://servicenow-prod.fluidtopics.net/U~Clp1cVI6Wj9az1WM7TrQ "Learn more about available features in the Order Management application so that you can create a seamless ordering experience for your enterprise customers.") | Order agent, fulfillment agent, agent manager, and fulfillment manager | | Create and manage contracts and entitlements as part of post-sales support. | [Post Sales Support](https://www.servicenow.com/docs/access?context=exploring-post-sales-support&version=xanadu&pubname=xanadu-customer-service-management&ft:locale=en-US) | Agent | | Empower sales teams by providing a consolidated view of all critical sales data and activities. | [Lead-to-Cash Process Management](https://servicenow-prod.fluidtopics.net/KJzzuyUp~CuCUFcdDTNFLQ "The ServiceNow Lead-to-Cash Process Management application empowers sales teams by providing a consolidated view of all critical sales data and activities.") | 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](https://servicenow-prod.fluidtopics.net/MJeWHimTjclZEIQ3Ecf33g "Customer Engagement Sequences is a playbook that consists of 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.") | 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](https://servicenow-prod.fluidtopics.net/Zbn2kVR2cqb3gmtAJ70w5w "Support your business-to-business customers by enabling self-service capabilities through the Business Portal to create and manage orders and submit order issues and requests.") | 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)](https://www.servicenow.com/docs/access?context=lead-to-cash-workflows&version=xanadu&pubname=xanadu-customer-service-management&ft:locale=en-US) | Agent, admin to configure | | Support change management and commercial workflows (move, add, change, and disconnect) for sold products. | [Customer Life Cycle Management Workflows](https://www.servicenow.com/docs/access?context=customer-life-cycle-management-workflows&version=xanadu&pubname=xanadu-customer-service-management&ft:locale=en-US) | Agent | [Table 1. Benefits of Sales Customer Relationship Management applications] {#som-exploring__table_lrg_lmc_kvb} ## Request apps on the Store {#som-exploring__section_mbd_lqf_zzb} Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) 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](https://www.servicenow.com/docs/bundle/store-release-notes/page/release-notes/store/sn-store-release-notes.html).{#som-exploring__inline-send-to-store}