In order to bring you the best possible user experience, this site uses Javascript. If you are seeing this message, it is likely that the Javascript option in your browser is disabled. For optimal viewing of this site, please ensure that Javascript is enabled for your browser.
Login  |   Cloud ERP  |   Home  |   qad.com




Opportunities
This chapter provides an overview of opportunities and how to manage your business opportunities using QAD CRM
Opportunitites - Overview
In this chapter you learn how to manage your business opportunities using QAD CRM. Opportunities begin as business leads generated by your sales organization and marketing department.
Learning Objectives
By the end of this chapter, you will be able to do the following
Describe the Opportunity Record.
List the data that is contained in an Opportunity Record.
Search for an Opportunity using the Opportunity Screen, Profile Opportunity Tab or Customer Console.
Discuss the business opportunity management process stages.
Add an Opportunity.
Maintain an Opportunity.
Opportunities = Business Deals
An Opportunity is a business “deal” that must be managed effectively to turn the prospective “deal” or lead into an actual sale or order.
Opportunities must be associated with a Profile, Contact and Sales Representative.
Typically Opportunities are managed through a staged business process which can include: identifying, follow up, sending quotes/negotiating deals, finalizing orders, and offering post-sales service.
QAD CRM supports the staged business process through the values defined in the required Stage Field: Enquiry, Quote, and Order. QAD CRM also supports user-defined stages. In our training system we’ve added the following stages: Installed base, Invoice, Lost and Dead.
What information is contained in an Opportunity?
Opportunity Records contain information related to the business deal.
Information is displayed on-line in the following tabs: Details, Further Details, Activities, Enquiry, Quote, Order, Other Stages, Role Players, Defined Fields, Attachments, and Scripts.
Searching for an Opportunity
QAD CRM Opportunities are accessed from the Opportunity Screen, the Opportunity Tab in the associated Profile Record, and the Customer Console if CRM/ERP Integration is active and the Opportunity Stage is set to Quote or Order. Opportunities that are in the Enquiry Stage can not be viewed in the Customer Console.
Opportunity Screen - Sales Management | Opportunities
All the Opportunities for your organization are listed in the Opportunity Screen in the Opportunity Browser Window. You can create a filter to locate a sub-set of Opportunities. The filter can be stored for future use.
You can sort the Opportunities in the Opportunity Browser Window by clicking on the column heading. You can also change the order or the fields displayed in the Opportunity Browser Window (as you can with any browser window) by using the Show Column feature.
Profile Record - Opportunity Tab
Opportunities must be associated with a Profile, Contact and Sales Representative. The Opportunity Tab for each Profile has a list of all Opportunities associated with that Profile. You can sort and report on the Opportunities from the Opportunity Tab.
Customer Console
The Customer Console provides an all-around view of a customer record, as the screen displays a combination of data from both QAD ERP and QAD CRM.
The Customer Console can only be used if QAD ERP/CRM Integration is active. In addition, Opportunities are displayed in the Customer Console depending on the Opportunity Stage field (Quote Stage or beyond).
Steps - Using Opportunity Filters
Let’s walk thru the Opportunity Screen, create, and use filters so you can review your organization’s Opportunities in an effective manner.
Scenario
Management has asked you to report on Opportunities that are in the Enquiry Stage for Product Line 1000. You want to create an Excel Spreadsheet with all the information about these Opportunities. Let’s get started!
1
Navigate to the Opportunities Screen and Click the Filter Dropdown in the Toolbar.
2
Review the existing filters displayed in the drop-down list. None of the filters appear to give you the results you need.
3
You need to add a new filter. Click the Filter Button next to the Filter-Drop Down. The Opportunity Filter Window displays. Select the Add Icon.
4
.A blank Opportunity Filter Dialogue Box displays. Enter the following:
Detail Tab: Filter Name = Enquiry Opportunities Product Line 1000
Further Details Tab: Stage = ENQUIRY (use lookup icon)
Products Tab: Enter CVS list of Product Lines = 1000 (use lookup icon, select first line)
5
Save the filter.
6
Right-click in the Opportunity Filter Window. Choose Export from the drop-down list and the Export Wizard displays.
7
Select Applications and click the green arrow at the bottom of the Export Wizard.
8
Choose Microsoft Excel from the list of displayed applications and click the green check mark to save.
9
The Opportunity Filter Results are exported to Microsoft Excel where you can save the results and/or manipulate them.
Steps - Adding Opportunities for an Existing Customer
Managing business opportunities is an integral part of business generation efforts. Every organization has a business and selling process to ensure their success. Many of these processes are designed based on the business sector.
QAD CRM is designed to accommodate and enhance your organization’s selling process. You can manage a list of opportunities, specify opportunity details, identify key people involved in the opportunity, maintain quotes and orders, and keep a historical record of all customer activities.
Typically the opportunity management process has the following stages:
Identifying Opportunities
Following Up on Opportunities
Sending Quotes and Negotiating Deals
Finalizing Orders
Offering Post-Sales Service.
The Opportunity Stage Field is a required field. The value of this field indicates where the opportunity is in the management process. The ENQUIRY, QUOTE, and ORDER Stage Values are required when using QAD CRM. Your organization can also add other stage values to help you manage your Opportunities.
Identifying and Adding Opportunities - Existing Customer
Opportunities are identified for new or existing customers. Depending on your organization’s sales process when an Opportunity for a new customer is identified it can be referred to as a lead or a prospect.
It is most important that you enter any identified Opportunity into QAD CRM so you can manage and record your actions and progress in turning the Opportunity into an order.
In the below Scenario we identify and add an Opportunity for an existing customer.
Scenario
You receive a call from Jim Barber at Auto Manufacturing. Jim just read about the new line of automotive products and would like to learn more about the new NOMAD (TM) Cooling System. You promise to send him some literature and to call him after he has had a chance to review the product literature in more detail. Make sure you create a follow-up telephone activity.
1
Navigate to the Auto Manufacturing Profile and select the Opportunity Tab.
2
Right-click in the Opportunity Window and choose Add from the menu.
The Opportunity Details Screen displays. A number of fields are either pre-filled or defaulted Let’s review and update the fields in the Opportunity Record starting with the Details Tab.
Fields flagged with an “*” are pre-filled based on information in the Auto Manufacturing Profile or the User ID of the individual adding the Opportunity.
*Profile = Auto Manufacturing
*Contact = Jim Barber
*Auto Allocate = Defaults to Your User ID
You can change this field to another Sales Representative by using the look-up or the auto-allocate button which selects an account manager based on territory allocation.
Short Description = NOMAD Cooling
The Short Description field can be positioned using the Show Columns feature so you can easily identify what products are being considered from the Opportunity Browse Screen.
Type = Automobile Industry
Source = Customer Inquiry
Enter the Type and Source Fields with the help of the look-ups provided or simply type a value in. These fields are primarily for analysis and reporting.
Reference = leave blank
The Reference Field can be populated by using the look-up, typing in a value, or system generated with the ERP Quote Number when an Opportunity is sent to QAD ERP and the Reference Field is empty. Please note that Opportunities are sent to QAD ERP when they Opportunity Stage has progressed beyond the ENQUIRY Stage.
Participate in Forecast = Selected by Default
Unselect this field if you do not want the Opportunity to be considered in the Sales Forecast. There can be times when you want to enter the Opportunity in QAD CRM for easy tracking but do not want to report on the Opportunity until you have more information.
Forecast Date = Today’s Date
Due Date = Today’s Date + 2 months
Opportunity ID = System Generated
The Opportunity ID is generated when the Opportunity is saved. The Opportunity Id is used within QAD CRM and is not integrated with QAD ERP.
Stage = ENQUIRY
The Opportunity Stage Field determines where the Opportunity is in the Opportunity Management Process. Typically an Opportunity follows the path of ENQUIRY, QUOTE, and ORDER, however, there is no set order. An Opportunity can be entered as an Order. As previously mentioned, QAD CRM allows you to add custom Opportunity Stages that match your business process.
Positioning = Literature Sent
Next Stage Date = One week from today
This is an approximate date when the opportunity is likely to progress to the next stage.
Probability = 70%
A sales representative assigns the probability based on the likelihood of translating an Opportunity into an actual sale. The value in this field acts as a weight on the ENQUIRY and QUOTE Stages. An accurate Probability ensures a more realistic Forecast. An example is an Opportunity valued at $10,000 with 80% probability has a forecast value of $8,000.
Project Probability = 70%
The value in this field acts as a separate weighting factor that works cumulatively with the Probability value and can modify the sales forecast. This field could be used by the Sales Manager when the Sales Manager thinks the Sales Representative is overly optimistic about closing the sale.
Currency = Defaulted to US
Effective Date = Today’s Date
This date is used by the system to calculate the exchange rate.
Calculate Amount = System
By selecting System, the next three fields are populated by the system.
Currency Stage Amount, Stage Amount, Weighted Forecast Amount
Refer to the QAD CRM User Guide definitions of these fields.
Description = Opportunity for the new NOMAD Cooling System
3
Save the Opportunity.
4
Review the Opportunity from the Detail Tab. Notice the Stage is set at ENQUIRY and the Opportunity ID is system generated
5
Select the Activity Tab. Right-click and add the Telephone Follow-up Activity for next week. Save and review the Activity. Note that the Activity is automatically associated with the Opportunity. Review the Activity on your Calendar.
Adding an Opportunity - Recap:
We accomplished the following:
Added an Opportunity in the ENQUIRY Stage.
In the Positioning Field indicated that we have sent literature.
Added a Telephone Task to review the literature in one week.
We need more information to:
Add any Product information or pricing.
Update the Role Players for the Opportunity.
Add SWOT (Strengths, Weaknesses, Opportunity, Threat) Information
Exercise - Adding an Opportunity (Lead)
Opportunities are added to existing Profiles or they are added with a new Profile and Contact. When you identify a new Profile/Contact and Opportunity at the same it can be called a lead.
In the following hands-on exercise you identify a new Profile/Contact and add an Opportunity at the same time. Remember an Opportunity must be associated with a Profile and Contact. When adding a new Profile, don’t forget to Search First!
Hands-on Scenario
You attend a trade conference where new ideas in your field are presented and you network with competitors, industry experts and potential customers. You are particularly interested in following up with a James Greenwald from Denver Auto Suppliers.
You discussed Product Line 1500 - Automotive Products with James and want to follow-up with him concerning the NOMAD Cooling System and the 1DCL Disk Brakes but James could be interested in the entire product line.
His business card reads:
James Greenwald
Vice President
Denver Auto Suppliers
3200 Colfax Avenue
Denver, CO 80278
Phone: (303) 345-6798
Cell: (720) 880-5620
email: jgreenwald@denverauto.com
1
Add James and the prospective Opportunity - the “Lead” into QAD CRM.
2
This Opportunity should be in the Enquiry Stage as you do not have enough information to make this a Quote?
3
Make sure you add at least one follow-up activities. You can add more than one depending on your business process.
Bonus Question After you save the Opportunity can you see it in QAD ERP? Explain your answer.
Opportunity Management
Now that an Opportunity is identified, is in the Enquiry Stage, and included in the Sales Forecast, it is the Sales Representative’s responsibility to move the business forward and turn the Opportunity into a Sales Order. QAD CRM is designed to help facilitate this process.
The scenario below illustrates how a Sales Representative can easily add pertinent information about the Opportunity while meeting with the Customer and Processing an open Telephone Activity. The Sales Representative gains enough information to change the Opportunity Stage from Enquiry to Quote.
Scenario
A week has passed and Jim Barber of Auto Manufacturing has received and hopefully read the information you forwarded concerning the NOMAD Cooling System. It’s time to call Jim. In this
scenario we access the Telephone Activity that we created and actually record all our work in the system while processing the activity.
Navigate to the Telephone Activity in the All View of your CRM Activity Calendar. Right-click the activity and choose Process from the Menu.
1
Locate Jim’s phone number from the Activity. You can record your conversation with Jim directly into the Opportunity on QAD CRM by opening the Opportunity from the Associate it with field. Double-Click NOMAD Cooling (this is the Opportunity Short Description).
2
As you chat with Jim Click the Further Detail Tab in the open Opportunity and record the Strengths and Weaknesses of this opportunity.
3
You ask Jim if he’s investigated any of the competition. Click the Role Players Tab and record Jim’s answer by entering the Competitor he’s researched. The Competitor must be a Profile in QAD CRM. Right-click Competitor and choose Add. Click Select Competitor, the Profile Search Screen will appear. Search for a Profile Type of Competitor and add the Profile if it doesn’t exist (Profile Name = Coolant Competitor).
4
Jim is explaining which products he is interested in. Select the Enquiry Tab, right-click, and choose add to add these Products to the Enquiry.
5
Choose the NOMAD Cooling System Product ID 10-15000-01 and 10-15000-08 for 100 Units each.
6
Right-click and choose change the Opportunity Stage.
7
The Opportunity Change Screen appears with the Stage set to QUOTE and the Preliminary Radio Button “on”. Select the Opportunity Lines (Products) that you want to copy to the QUOTE stage. (Make sure you select BOTH Opportunity Lines.) Save.
8
QAD CRM notifies you that the Enquiry Lines are converted to a Quote.
9
Select the Quote Tab to see that the two lines are now moved to the QUOTE Stage of the Opportunity.
10
Select the Details Tab and check the Reference Field. The Reference Field now contains the ERP Quote Number. When the Opportunity was moved to the QUOTE Stage it was sent from QAD CRM to QAD ERP. QAD CRM was updated with the ERP Quote Number.
You can view the Sales Quote in the ERP Sales Quote Browse Screen by searching with the ERP Quote Number in the Reference Field. You can also view the Sales Quote by using the Customer Console. We review the Customer Console in a later chapter.
11
Save the Opportunity Record. You return to the Process Activity Record where you launched the Opportunity. Update the Telephone Activity with the results of the call.
12
Using the look-up, populate the Outcome Field as Successful and select the Follow-up Activity in the lower right-hand corner. Create an Appointment 2 weeks out for a demonstration of the NOMAD Products. Save the new Appointment and return to the Process Activity Screen.
13
Save the Telephone Activity Record. The Telephone Activity is Processed and Closed. Processed and Closed Activities are displayed with strike-thru text.
Steps - Enquiry to Quote
We accomplished the following:
Processed and Closed an Open Telephone Activity.
Updated the Opportunity with pertinent information from our customer.
Added Products to the Opportunity and moved the Opportunity from the ENQUIRY Stage to the QUOTE Stage.
Located the ERP Sales Quote Number in the Reference Field.
Added a follow-up Activity.
Steps - Printing a Quote
QAD CRM supports the printing of Sales Quotes. Your System Administrator can design a Word Template that you can use to print, save, and send to your customers.
Scenario
Although we verbally discussed pricing with Jim Barber we want to confirm the quote in writing.
1
Navigate to the Opportunity for Auto Manufacturing.
2
Click the Quote Tab and high-light the NOMAD Cooling Opportunity. Right-click and select Quote Print from the Menu.
3
The Quote Printing Options Dialogue displays. Choose the Header and Lines Templates, check the Create History Record Box, enter a Subject, and any notes.
4
The Sales Quote displays. For the purposes of this class do not save or email the quote.
Steps - Quote to Order
Your product, industry, customer, and sales process will decide the time and effort necessary to turn a sales quote into a sales order. In the previous scenario we turned a Sales Enquiry into a Sales Quote.
Let’s move to the next logical stage and change the Sales Quote into a Sales Order using QAD CRM.
Scenario
Jim would like to move forward but he also believes the product should be discounted. In reviewing the preliminary quote, you are willing to offer Jim a 15% Discount on the NOMAD Cooling Systems if he commits to an order today.
Update the Preliminary Quote with the proposed discount and save the Quote. Change the sales stage to ORDER.
1
Navigate to the Auto Manufacturing Nomad Cooling Opportunity.
2
Select the Quote Tab and open the first Opportunity line by high-lighting the line and double clicking.
3
Enter 15 in the Disc% field. Save. Repeat for the next line.
4
Select the Quote Tab and right-click. Choose Change Opportunity Stage in the menu. The Change To Screen appears.
5
Populate the Opportunity Stage as ORDER and select the order type: Expected, Provisional, Firm, Sale or Return, Applications/R&D, Exhibition, or Site Trial. Choose an Order Type of Firm for this scenario.
6
The check box to send the Order to ERP is checked. Save the Opportunity and QAD CRM will notify you that a Sales Order is created in QAD ERP.
7
Select the Order Tab and review the Order. Select the Details Tab and check the Reference Field. The Reference Field is now updated to the Sales Order Number that is in QAD ERP. Please note that Sales Quotes begin with ‘SQ’ and Sales Orders begin with ‘SO’.
Managing an Opportunity - Quote to Order - Recap:
We accomplished the following:
Changed the Opportunity Stage from QUOTE to ORDER.
Generated a Sales Order in QAD ERP.
Located the ERP Sales Order Number on the Details Tab of the Opportunity.
Exercise - Managing Opportunities
In this exercise you manage the Opportunity for Denver Auto Suppliers until you close the “deal” and the Opportunity is a Sales Order.
Hands-on Scenario
You follow-up with James concerning his interest in your automotive products. Process the activity you created in the previous exercise and move the opportunity to the next sales stage - Quote.
1
Process the follow-up Activity. During this exercise James requests a little better price than list.
2
Review the pricing in the Enquiry Stage and change it. Give James a 10% Discount.
3
Move the Opportunity to the Quote Stage. What is the Sales Quote Number? Write it down.
Sales Quote = ____________________.
4
Print the Sales Quote. (Do not save the printed quote.)
5
Log an activity to demo the products to James in one week.
6
One week later process the activity. James was very impressed with the product and placed an order.
7
Change the Opportunity Stage to Order. Write down the Sales Order Number = ___________.
8
Add an Analysis Code to the Opportunity.
9
Make sure that you have entered any SWOT information for the opportunity.
Bonus Question How would you export all Opportunities with an Opportunity Stage of Enquiry or Quote to an Excel Spreadsheet?
Opportunities - Knowledge Check
1
An Opportunity must be associated with a Profile, Contact, and Sales Representative (True or False?).
2
List the Opportunity Stage values that are predefined in QAD CRM.
g
_____________________________
h
_____________________________
i
_____________________________
3
The Opportunity Reference Field contains the following values:
a
ERP Sales Quote Number
b
User Defined Value
c
Blank
d
ERP Sales Order Number
e
All of the above.
4
Opportunities in the Enquiry Stage can be viewed in QAD CRM (True or False?)
Opportunities - Key Points
Opportunities are business “deals” that are managed from identification until they are turned into sales orders, lost, or postponed.
Opportunities are in the Sales Forecast if the Include in Sales Forecast Check Box is checked on.
An Opportunity must be associated with a Profile, Contact, and Sales Representative.
The Opportunity Stage is a required field that enforces opportunity management and your organization’s selling process.
Opportunities that are in the Quote or Order Stages are sent to QAD ERP and assigned a Sales Quote Number and a Sales Order Number.
Quotes can be printed from QAD CRM.
Review Exercise [1]
Review Exercise [2]