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SSO

Sales and Support Operations

Sales & Support Operations

Sales & Support operational processes describe the day-to-day activities performed by Sales And Customer Support functions. This includes the activities defined as Plan, Sell, Contract and Assist

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The collection of processes associated with generating demand (selling products and services to customers). Sales and Support Operations includes the daily planning and execution processes required to sell products and contract services and support customers acquiring and using these products and services.

Planning

Sales and Support Planning processes establish an estimation of volume and value of sales for current and future periods (the plan) and the actions required (what, how, and when to Sell, Contract and Assist) to achieve 'the plan'.

P Plan Sales & Support

P1
Plan Sales & Support Operations
P101
TBD
P102
TBD
P103
TBD
P104
TBD
P105
TBD
P2
Plan Sell
P201
Gather Sales Data
P202
Select Planning Strategy
P203
Establish Baseline
P204
Allocate Quota
P205
Review & Approve
P206
Publish Quota & Incentives
P3
Plan Contract
P301
TBD
P302
TBD
P303
TBD
P304
TBD
P305
TBD
P4
Plan Assist
P401
TBD
P402
TBD
P403
TBD
P404
TBD
P405
TBD

Execution

Sales and Support Execution processes effectuate 'the plan' through support and conversion of leads and opportunities to customers in the sales funnel. Execution processes are organized by sales strategy: Standard Terms (e.g. standard price lists), By Proposal (e.g. negotiated price/terms), Custom Solution (e.g. engineer-to-order), and Renewal (e.g. subscriptions).

S Sell

S1
Sell on Standard Terms
S101
Land/Welcome Lead
S102
Identify Needs
S103
Direct to Offerings
S104
Provide Features and Advantages
S105
Upsell and Cross Sell
S106
Transfer to Contract
S2
Sell by Proposal
S201
Identify Leads
S202
Qualify Leads
S203
Select Engagement Model
S204
Analyze Needs
S205
Develop Solution
S206
Present Solution
S207
Refine Solution
S208
Obtain Acceptance
S3
Sell Custom Solution
S4
Sell Renewal
S401
Initiate Renewal
S402
Schedule Renewal
S403
Notify Customer
S404
Refresh Customer Needs
S405
Develop Solution
S406
Present Solution
S407
Review Feedback

C Contract

C1
Contract Standard Terms
C101
Receive Request
C102
Create Pricelist
C103
Publish Pricelist
C104
Negotiate
C105
Obtain Signatures
C106
Release Contract
C2
Contract by Proposal
C201
Receive Request
C202
Initiate Proposal
C203
Develop Proposal
C204
Obtain Approvals
C205
Submit Proposal
C206
Refine & Negotiate
C207
Obtain Signatures
C208
Release Contract
C3
Contract Custom Solution
C4
Contract Renewal
C401
Receive Request
C402
Develop Renewal
C403
Present Renewal
C404
Negotiate
C405
Obtain Signatures
C406
Update Contract

A Assist

A1
Assist with Inquiry
A101
Receive Inquiry
A102
Route Inquiry
A103
Identify Solution
A104
Present Solution
A105
Transfer
A106
Distribute Solution
A107
Close Inquiry
A2
Assist with Claim
A201
Receive Claim
A202
Assign
A203
Investigate
A204
Determine Action
A205
Propose Action
A206
Implement Action
A207
Settle Claim
A208
Close Claim
A3
Assist with Custom Solution
A301
TBD
A4
Assist with Advisory
A401
Identify Advisory
A402
Initiate Advisory
A403
Develop Action Plan
A404
Implement Action Plan
A405
Publish Advisory
A406
Monitor Effectiveness
A407
End Advisory

Hierarchy

IDNameLevelx
SSOSales and Support Operations0SSO
PPlan1P
SSell1S
CContract1C
AAssist1A
Sales and Support Operations 3000000 0 Sales, Demand, Management, Customer, Support, Pipeline, Contract, Leads, Sales & Support, Demand Chain, CCOR The collection of processes associated with generating demand (selling products and services to customers). Supply and Support Operations includes the daily planning and execution processes required to sell products and contract services and support customers acquiring and using these products and services

File:2017 SSO Quick Reference Card.pdf