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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

ID	Name	Level	x
SSO	Sales and Support Operations	0	SSO
P	Plan	1	P
S	Sell	1	S
C	Contract	1	C
A	Assist	1	A

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