DEFINITION CLASSIFIED CAPABILITY MAPS CAPABILITY INVENTORY MAP VIEW CONTENT MANAGEMENT

CATEGORY - Sales & Distribution

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Description	EN:  Sales & Distribution comprises the people, processes, systems, data, technology, policies, and associated capabilities used to run a sales function efficiently, including Sales Enablement, Customer Relationship Management, Order Management and more. FR: La catégorie  Ventes et distribution comprend les organisations, processus, systèmes, données, technologies, réglements, risques et capacités correspondantes pour gérer efficacement une fonction de vente, y compris l'activation des ventes, la gestion des relations client, la gestion des commandes et bien plus encore.
Name (FR)	Ventes et distribution
Parent Schema	Activity Domains
Packaging Library	Enterprise Operations

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TREE VIEW

• Sales & Distribution

   Sales & Distribution comprises the people, processes, systems, data, technology, policies, and associated capabilities used to run a sales function efficiently, including Sales Enablement, Customer Relationship Management, Order Management and more.

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MAP VIEW

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ROOT CAPABILITIES

•    Customer Acquisition

  Involves managing the full cycle of acquiring new customers, starting with prospecting and progressing through to closing sales. It encompasses strategic efforts to identify potential customers (prospects) through detailed market analysis and targeted outreach. This capability includes nurturing leads through personalized interactions and effective sales tactics, with the specific goal of converting prospects into paying customers.

  •    Sales Enablement

    Empowers sales teams with the tools, training, and resources needed to engage effectively with customers and close deals. By providing access to relevant content, training programs, and sales support tools, this capability enables sales representatives to deliver compelling pitches, address customer needs, and navigate the sales process confidently. It fosters collaboration, knowledge sharing, and continuous learning, resulting in improved sales performance, higher conversion rates, and enhanced customer satisfaction, ultimately driving revenue growth and market success.

  •    Sales Pipeline Management

    Serves as a tool for qualifying prospects and assessing their maturity by systematically tracking and nurturing leads through various stages of the sales process. This capability ensures efficient conversion from initial contact to final sale, optimizing resource allocation and enhancing sales forecasting accuracy.

•    Customer Management

  Involves managing and coordinating activities related to acquiring, retaining, and satisfying customers throughout their lifecycle. It aims to ensure a seamless and efficient process from customer acquisition to retention, enhancing customer satisfaction and loyalty. The primary objective is to build long-term relationships, maximize customer value, and drive business growth.

  •    Customer Assistance

    Addresses the provision of assistance, information, and support to customers to enhance their experience and effectively resolve issues or inquiries. Its purpose is to ensure customers receive timely and effective responses, aiming to maintain satisfaction and loyalty. The objective is to optimize customer interactions by delivering high-quality service, thereby improving retention and fostering positive customer relationships that contribute to business success and reputation.

  •    Customer Claims

    Manages customer claims related to product returns, warranty claims, refunds, or other service-related issues. This includes evaluating the legitimacy of claims, processing them in a timely manner, and ensuring resolutions are fair. The aim is to maintain customer trust, improve satisfaction, and ensure that the process adheres to company policies while minimizing operational disruptions.

  •    Customer Onboarding

    Encompasses all activities and processes necessary to introduce and integrate new customers into an enterprise's products, services, and systems, ensuring a smooth transition with necessary knowledge and tools. The goal is to enhance satisfaction, retention, and build strong, long-term customer relationships by delivering a positive initial experience.

  •    Customer Relationship Management

    Encompasses the overall strategy and activities for building, nurturing, and maintaining relationships with customers throughout their lifecycle. It focuses on understanding customer needs, enhancing interactions, and optimizing satisfaction and loyalty. The goal is to foster enduring customer relationships by providing personalized experiences and value-added services, driving long-term profitability and business growth through enhanced retention and advocacy.

•    Customer Portfolio Management

  Involves strategically categorizing customers based on their specific characteristics across segments, product types, purchasing behavior, and geographic locations. This capability enables tailored strategies in customer and prospect engagement, ensuring the right products are offered to the right segments in their preferred locations. By aligning these dimensions, enterprises can optimize sales efforts, enhance customer satisfaction, and foster long-term loyalty through personalized service and targeted marketing initiatives.

  •    Channel Coordination

    Orchestrates sales operations across various channels, ensuring consistent brand representation and seamless customer experiences. It involves strategic planning, coordination, and optimization of sales activities across direct sales, distributors, retailers, and online platforms. By aligning marketing efforts and optimizing distribution logistics, it maximizes market penetration, sales opportunities, and long-term growth.

  •    Customer Exit

    Manages the steps involved in customer disengagement, handling customer departures, contract terminations, or subscription cancellations. The aim is to ensure a smooth exit experience, assess reasons for leaving, and identify opportunities for retention or improvement.

  •    Customer Portfolio Analysis and Optimization

    Focuses on analyzing the overall customer portfolio to identify profitable segments, product preferences, and geographic trends. It involves assessing the profitability and growth potential of different customer segments and adjusting the portfolio mix to maximize revenue and customer lifetime value. By optimizing the portfolio, enterprises can allocate resources more effectively and enhance overall business performance.

  •    Customer Segmentation and Classification

    Categorizes customers based on characteristics such as demographics, buying behavior, or preferences. This enables the creation of tailored marketing strategies, better resource allocation, and improved customer engagement by aligning services to each segment's needs.

  •    Sales Forecasting and Planning

    Encompasses analyzing historical data, market trends, and customer behavior to predict future sales accurately and allocate resources efficiently. By forecasting demand, identifying sales opportunities, and aligning strategies with business goals, this capability facilitates proactive decision-making and goal setting, ensuring sales targets are met and resources are utilized effectively to drive revenue growth and market competitiveness.

  •    Territory Management

    Involves allocating sales territories, assigning sales representatives, and coordinating sales activities within each territory to maximize coverage and efficiency. By strategically segmenting markets, assigning resources effectively, and optimizing territory boundaries, this capability ensures equitable distribution of sales efforts, enhances customer coverage, and increases sales productivity, leading to improved sales performance and market penetration.

•    Order Management

  Involves efficiently handling the receipt, processing, and fulfillment of customer orders, ensuring timely delivery and customer satisfaction. This capability streamlines order processing workflows, integrates with inventory systems to check stock availability, and automates order tracking to enhance overall sales performance and improve the customer experience.

  •    Inventory Allocation

    Ensures the efficient allocation of inventory for orders, balancing stock levels with demand. This approach optimizes product availability and minimizes stockouts or overstocking by leveraging real-time data and predictive analytics to align inventory with customer demand.

  •    Order Processing

    Manages the end-to-end order lifecycle, from order entry to validation and confirmation. It ensures timely and accurate processing to meet customer needs, integrating automation and error-checking systems for seamless order completion and enhanced customer satisfaction.

  •    Shipping and Delivery Coordination

    Oversees logistics for timely and accurate delivery, coordinating with carriers and tracking shipments to ensure customer satisfaction. It aims to optimize delivery efficiency, reduce delays, and provide real-time tracking updates to customers for transparency and better service.

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CAPABILITY INVENTORY

•    Channel Coordination

  Orchestrates sales operations across various channels, ensuring consistent brand representation and seamless customer experiences. It involves strategic planning, coordination, and optimization of sales activities across direct sales, distributors, retailers, and online platforms. By aligning marketing efforts and optimizing distribution logistics, it maximizes market penetration, sales opportunities, and long-term growth.

•    Customer Acquisition

  Involves managing the full cycle of acquiring new customers, starting with prospecting and progressing through to closing sales. It encompasses strategic efforts to identify potential customers (prospects) through detailed market analysis and targeted outreach. This capability includes nurturing leads through personalized interactions and effective sales tactics, with the specific goal of converting prospects into paying customers.

  •    Sales Enablement

    Empowers sales teams with the tools, training, and resources needed to engage effectively with customers and close deals. By providing access to relevant content, training programs, and sales support tools, this capability enables sales representatives to deliver compelling pitches, address customer needs, and navigate the sales process confidently. It fosters collaboration, knowledge sharing, and continuous learning, resulting in improved sales performance, higher conversion rates, and enhanced customer satisfaction, ultimately driving revenue growth and market success.

  •    Sales Pipeline Management

    Serves as a tool for qualifying prospects and assessing their maturity by systematically tracking and nurturing leads through various stages of the sales process. This capability ensures efficient conversion from initial contact to final sale, optimizing resource allocation and enhancing sales forecasting accuracy.

•    Customer Assistance

  Addresses the provision of assistance, information, and support to customers to enhance their experience and effectively resolve issues or inquiries. Its purpose is to ensure customers receive timely and effective responses, aiming to maintain satisfaction and loyalty. The objective is to optimize customer interactions by delivering high-quality service, thereby improving retention and fostering positive customer relationships that contribute to business success and reputation.

•    Customer Management

  Involves managing and coordinating activities related to acquiring, retaining, and satisfying customers throughout their lifecycle. It aims to ensure a seamless and efficient process from customer acquisition to retention, enhancing customer satisfaction and loyalty. The primary objective is to build long-term relationships, maximize customer value, and drive business growth.

  •    Customer Assistance

    Addresses the provision of assistance, information, and support to customers to enhance their experience and effectively resolve issues or inquiries. Its purpose is to ensure customers receive timely and effective responses, aiming to maintain satisfaction and loyalty. The objective is to optimize customer interactions by delivering high-quality service, thereby improving retention and fostering positive customer relationships that contribute to business success and reputation.

  •    Customer Claims

    Manages customer claims related to product returns, warranty claims, refunds, or other service-related issues. This includes evaluating the legitimacy of claims, processing them in a timely manner, and ensuring resolutions are fair. The aim is to maintain customer trust, improve satisfaction, and ensure that the process adheres to company policies while minimizing operational disruptions.

  •    Customer Onboarding

    Encompasses all activities and processes necessary to introduce and integrate new customers into an enterprise's products, services, and systems, ensuring a smooth transition with necessary knowledge and tools. The goal is to enhance satisfaction, retention, and build strong, long-term customer relationships by delivering a positive initial experience.

  •    Customer Relationship Management

    Encompasses the overall strategy and activities for building, nurturing, and maintaining relationships with customers throughout their lifecycle. It focuses on understanding customer needs, enhancing interactions, and optimizing satisfaction and loyalty. The goal is to foster enduring customer relationships by providing personalized experiences and value-added services, driving long-term profitability and business growth through enhanced retention and advocacy.

•    Customer Onboarding

  Encompasses all activities and processes necessary to introduce and integrate new customers into an enterprise's products, services, and systems, ensuring a smooth transition with necessary knowledge and tools. The goal is to enhance satisfaction, retention, and build strong, long-term customer relationships by delivering a positive initial experience.

•    Customer Portfolio Analysis and Optimization

  Focuses on analyzing the overall customer portfolio to identify profitable segments, product preferences, and geographic trends. It involves assessing the profitability and growth potential of different customer segments and adjusting the portfolio mix to maximize revenue and customer lifetime value. By optimizing the portfolio, enterprises can allocate resources more effectively and enhance overall business performance.

•    Customer Portfolio Management

  Involves strategically categorizing customers based on their specific characteristics across segments, product types, purchasing behavior, and geographic locations. This capability enables tailored strategies in customer and prospect engagement, ensuring the right products are offered to the right segments in their preferred locations. By aligning these dimensions, enterprises can optimize sales efforts, enhance customer satisfaction, and foster long-term loyalty through personalized service and targeted marketing initiatives.

  •    Channel Coordination

    Orchestrates sales operations across various channels, ensuring consistent brand representation and seamless customer experiences. It involves strategic planning, coordination, and optimization of sales activities across direct sales, distributors, retailers, and online platforms. By aligning marketing efforts and optimizing distribution logistics, it maximizes market penetration, sales opportunities, and long-term growth.

  •    Customer Exit

    Manages the steps involved in customer disengagement, handling customer departures, contract terminations, or subscription cancellations. The aim is to ensure a smooth exit experience, assess reasons for leaving, and identify opportunities for retention or improvement.

  •    Customer Portfolio Analysis and Optimization

    Focuses on analyzing the overall customer portfolio to identify profitable segments, product preferences, and geographic trends. It involves assessing the profitability and growth potential of different customer segments and adjusting the portfolio mix to maximize revenue and customer lifetime value. By optimizing the portfolio, enterprises can allocate resources more effectively and enhance overall business performance.

  •    Customer Segmentation and Classification

    Categorizes customers based on characteristics such as demographics, buying behavior, or preferences. This enables the creation of tailored marketing strategies, better resource allocation, and improved customer engagement by aligning services to each segment's needs.

  •    Sales Forecasting and Planning

    Encompasses analyzing historical data, market trends, and customer behavior to predict future sales accurately and allocate resources efficiently. By forecasting demand, identifying sales opportunities, and aligning strategies with business goals, this capability facilitates proactive decision-making and goal setting, ensuring sales targets are met and resources are utilized effectively to drive revenue growth and market competitiveness.

  •    Territory Management

    Involves allocating sales territories, assigning sales representatives, and coordinating sales activities within each territory to maximize coverage and efficiency. By strategically segmenting markets, assigning resources effectively, and optimizing territory boundaries, this capability ensures equitable distribution of sales efforts, enhances customer coverage, and increases sales productivity, leading to improved sales performance and market penetration.

•    Customer Relationship Management

  Encompasses the overall strategy and activities for building, nurturing, and maintaining relationships with customers throughout their lifecycle. It focuses on understanding customer needs, enhancing interactions, and optimizing satisfaction and loyalty. The goal is to foster enduring customer relationships by providing personalized experiences and value-added services, driving long-term profitability and business growth through enhanced retention and advocacy.

•    Order Management

  Involves efficiently handling the receipt, processing, and fulfillment of customer orders, ensuring timely delivery and customer satisfaction. This capability streamlines order processing workflows, integrates with inventory systems to check stock availability, and automates order tracking to enhance overall sales performance and improve the customer experience.

  •    Inventory Allocation

    Ensures the efficient allocation of inventory for orders, balancing stock levels with demand. This approach optimizes product availability and minimizes stockouts or overstocking by leveraging real-time data and predictive analytics to align inventory with customer demand.

  •    Order Processing

    Manages the end-to-end order lifecycle, from order entry to validation and confirmation. It ensures timely and accurate processing to meet customer needs, integrating automation and error-checking systems for seamless order completion and enhanced customer satisfaction.

  •    Shipping and Delivery Coordination

    Oversees logistics for timely and accurate delivery, coordinating with carriers and tracking shipments to ensure customer satisfaction. It aims to optimize delivery efficiency, reduce delays, and provide real-time tracking updates to customers for transparency and better service.

•    Sales Enablement

  Empowers sales teams with the tools, training, and resources needed to engage effectively with customers and close deals. By providing access to relevant content, training programs, and sales support tools, this capability enables sales representatives to deliver compelling pitches, address customer needs, and navigate the sales process confidently. It fosters collaboration, knowledge sharing, and continuous learning, resulting in improved sales performance, higher conversion rates, and enhanced customer satisfaction, ultimately driving revenue growth and market success.

•    Sales Forecasting and Planning

  Encompasses analyzing historical data, market trends, and customer behavior to predict future sales accurately and allocate resources efficiently. By forecasting demand, identifying sales opportunities, and aligning strategies with business goals, this capability facilitates proactive decision-making and goal setting, ensuring sales targets are met and resources are utilized effectively to drive revenue growth and market competitiveness.

•    Sales Pipeline Management

  Serves as a tool for qualifying prospects and assessing their maturity by systematically tracking and nurturing leads through various stages of the sales process. This capability ensures efficient conversion from initial contact to final sale, optimizing resource allocation and enhancing sales forecasting accuracy.

•    Territory Management

  Involves allocating sales territories, assigning sales representatives, and coordinating sales activities within each territory to maximize coverage and efficiency. By strategically segmenting markets, assigning resources effectively, and optimizing territory boundaries, this capability ensures equitable distribution of sales efforts, enhances customer coverage, and increases sales productivity, leading to improved sales performance and market penetration.