This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.
Summary of Exploring Sales Customer Relationship Management
Sales Customer Relationship Management (Sales CRM) in ServiceNow enables organizations to manage the entire product sales life cycle—from pre-sales leads and opportunities through order capture, fulfillment, invoicing, and post-sales activities like order changes and contract renewals.It integrates front, middle, and back-office functions on a single platform to streamline sales and order processes, enhancing agent productivity and organizational efficiency.
Show full answerShow less
Key Features
Lead and Opportunity Management: Create and manage leads, automate customer engagement sequences, track sales opportunities, forecast sales volumes, and manage sales territories for efficient coverage.
Configure, Price, Quote (CPQ): Streamline configuration and pricing of products—both simple and complex—including quote generation and contract management to formalize sales offers and agreements.
Order Management: Capture and fulfill product and service orders, creating a seamless ordering experience for customers.
Order Operations: Manage cases related to orders and invoices, support lead-to-cash process management, and handle returns, replacements, or refunds.
Post-Sales Engagement: Support change management workflows such as moves, adds, changes, and disconnects for sold products to maintain customer satisfaction.
Partner Relationship Management: Engage channel partners to expand sales reach and improve business growth.
Lead-to-Cash Foundation: Maintain commercial and technical product catalogs, and configure organizational workflows and metadata for Sales CRM entities.
Business Portal: Enable B2B customers to self-service by creating and managing orders, submitting issues, and making requests through a customer-facing portal.
Benefits for ServiceNow Customers
Unify sales processes across teams on one platform to improve collaboration and visibility.
Accelerate order fulfillment and revenue growth by connecting workflows and existing applications.
Enhance customer engagement through automated and manual sequences tailored to every stage of the sales cycle.
Gain actionable insights from sales forecasting and territory management to optimize sales efforts.
Streamline sales quoting, contract management, and pricing to improve accuracy and speed in closing deals.
Support comprehensive post-sales activities to maintain customer satisfaction and retention.
Leverage partner management capabilities to scale sales through channel partners effectively.
Empower customers with self-service options, reducing service load and improving responsiveness.
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, order to cash operations, and post-sales activities in
your organization.
Overview of Sales CRM
The Sales CRM 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, order and invoice cases, and post-sales order changes and contract renewals.
To support the product sales life cycle, Sales CRM provides the following features and applications.
Figure 1. Sales CRM high-level workflow
Benefits
With the Sales CRM 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 CRM helps increase organizational efficiency, speed order fulfillment, and both accelerate and boost revenue.
Table 1. Lead and opportunity management
Benefits
Application or key feature
Persona
Create and manage leads for potential customers and product sales.
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.
Structure and optimize the sales efforts of your organization based on territories by dividing CRM entities, such as accounts, leads, opportunities, and consumers into manageable segments, promoting efficient coverage
and accountability.
Create and manage binding agreements between your sales organization and buyers, with specified items, quantities, prices, terms, and effective periods.
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.
Support your business-to-business customers by enabling self-service capabilities through the Business Portal to create and manage orders, submit order issues, and requests.