Sapcrm Col10 Desc

SAPCRM SAP CRM Solution Overview

.

INSTRUCTOR HANDBOOK INSTRUCTOR-LED TRAINING . Course Version: 10 Course Duration: 3 Day(s) Material Number: 50111950

Contents ix

Course Overview

1

Unit 1:

2

Introduction to SAP CRM

6

Lesson: Describing the Business Strategy of Customer Relationship Management Lesson: Getting an Overview of SAP CRM

30 Minutes

14

Lesson: Explaining the Integrated Case Study

10 Minutes

19

Unit 2:

20 26 31 36 43 57 58 62 68 73 79 89

Unit 4:

128 133 137 145 147 152

25 Minutes 25 Minutes 40 Minutes 20 Minutes 15 Minutes

SAP CRM Web Channel Lesson: Evaluating the Benefits of Using E-Commerce Exercise 3: E-Selling B2B and B2C Web Shop Lesson: Describing Internet Customer Self-Services Lesson: Describing E-Marketing functions Lesson: Evaluating the Benefits of the New SAP Web Channel Experience Management Solution

Unit 5:


SAP CRM Marketing Lesson: Creating Marketing Plans and Campaigns Lesson: Creating Customer Segments and Target Groups Lesson: Executing Marketing Campaigns Exercise 2: Creating and Executing a Campaign Lesson: Identifying Additional Functions in CRM Marketing

90 97 105 110 115

127

Basics and Architecture Lesson: Embedding SAP CRM into a System Landscape Lesson: Embedding SAP CRM Interaction Channels Lesson: Utilizing Enhancement Packages for SAP CRM Lesson: Using the WebClient User Interface Exercise 1: Navigate in the WebClient UI

Unit 3:

20 Minutes


SAP CRM Partner Channel Management Lesson: Managing Partner Relationships Lesson: Defining Roles for Partner Channel Management Exercise 4: Lead Management Lesson: Evaluating the Channel Commerce Exercise 5: Process a Web purchase at a Partner via a Collaborative (Company Controlled) Showroom Lesson: Analyzing Market Development Funds

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10 Minutes 40 Minutes 30 Minutes 30 Minutes 20 Minutes 10 Minutes

vii

159

Unit 6:

160 164 168

Lesson: Managing Accounts and Contacts Lesson: Managing Activities Lesson: Managing Opportunities

15 Minutes 15 Minutes 20 Minutes

173 177 183 185

Lesson: Managing Quotations and Orders Exercise 6: Create Sales Transactions Lesson: Managing Sales Contracts Lesson: Identifying Additional Topics in SAP CRM Sales

45 Minutes 20 Minutes 10 Minutes 10 Minutes

191

Unit 7:

192 199 206 211 219

247

Unit 8:

Unit 9:

266 271 276 279 283 293 294 307 315 320


SAP CRM Field Applications Lesson: Evaluating Mobile Sales and Mobile Service Lesson: Evaluating Technical Aspects of Field Applications Lesson: Evaluating Mobile Sales for Handhelds

Unit 10:

20 Minutes 20 Minutes 20 Minutes

SAP CRM Analytics Lesson: Evaluating SAP CRM Analytics Lesson: Evaluating Analytical Methods Lesson: Evaluating Analysis Scenarios Lesson: Evaluating CRM Interactive Reporting Exercise 9: Interactive Reports

Unit 11:


SAP CRM Service Lesson: Managing Installed Bases and Objects Lesson: Managing Service Contracts and Service Plans Lesson: Managing Service Orders Exercise 8: Service Process Lesson: Identifying Additional Topics in SAP CRM Service

248 256 259 265

SAP CRM Interaction Center Lesson: Identifying Interaction Center Agent Functions Exercise 7: Interaction Center Service Lesson: Identifying Interaction Center Management Functions Lesson: Identifying Additional Topics in SAP CRM Interaction Center

220 224 227 235 241

viii

SAP CRM Sales


SAP CRM Implementation and Operation Lesson: Evaluating the Potential of the SAP Solution Manager Lesson: Adapting the SAP CRM System Using Customizing Exercise 10: Create a New Transaction Type Lesson: Evaluating the Switch Framework and Business Functions



Course Overview TARGET AUDIENCE This course is intended for the following audiences: ●

Application Consultant

●

Project Manager

●

Project Stakeholder

●

Super / Key / Power User


ix

UNIT 1

Introduction to SAP CRM

Lesson 1 Describing the Business Strategy of Customer Relationship Management

2

Lesson 2 Getting an Overview of SAP CRM

6

Lesson 3 Explaining the Integrated Case Study

14

UNIT OBJECTIVES ●

Describe the business strategy of Customer Relationship Management

●

Identify SAP CRM as a part of the SAP Business Suite

●

Describe the main functions and key processes of SAP CRM

●

Describe the SAP Solution Manager

●

Explain the integrated case study


1

UNIT 2

Basics and Architecture

Lesson 1 Embedding SAP CRM into a System Landscape

20

Lesson 2 Embedding SAP CRM Interaction Channels

26

Lesson 3 Utilizing Enhancement Packages for SAP CRM

31

Lesson 4 Using the WebClient User Interface Exercise 1: Navigate in the WebClient UI

36 43

UNIT OBJECTIVES ●

Explain the architecture of a System Landscape, including SAP CRM

●

Explain the role of CRM Middleware

●

Explain the architecture of the different Interaction Channels

●

Explain the benefits of SAP Enhancement Packages

●

Describe the evolution and the main elements of the WebClient UI


19

UNIT 3

SAP CRM Marketing

Lesson 1 Creating Marketing Plans and Campaigns

58

Lesson 2 Creating Customer Segments and Target Groups

62

Lesson 3 Executing Marketing Campaigns Exercise 2: Creating and Executing a Campaign

68 73

Lesson 4 Identifying Additional Functions in CRM Marketing

79

UNIT OBJECTIVES ●

Create a marketing plan and a campaign

●

Create customer segments using the Segment Builder

●

Execute a marketing campaign

●

Identify additional functions in CRM Marketing


57

UNIT 4

SAP CRM Web Channel

Lesson 1 Evaluating the Benefits of Using E-Commerce Exercise 3: E-Selling B2B and B2C Web Shop

90 97

Lesson 2 Describing Internet Customer Self-Services

105

Lesson 3 Describing E-Marketing functions

110

Lesson 4 Evaluating the Benefits of the New SAP Web Channel Experience Management Solution

115

UNIT OBJECTIVES ●

Evaluate the benefits of using E-Commerce

●

Describe the options of Internet Customer Self-Service

●

Describe the e-marketing functions

●

Evaluate the SAP Web Channel Experience Management Solution


89

UNIT 5

SAP CRM Partner Channel Management

Lesson 1 Managing Partner Relationships

128

Lesson 2 Defining Roles for Partner Channel Management Exercise 4: Lead Management

133 137

Lesson 3 Evaluating the Channel Commerce Exercise 5: Process a Web purchase at a Partner via a Collaborative (Company Controlled) Showroom

145 147

Lesson 4 Analyzing Market Development Funds

152

UNIT OBJECTIVES ●

Manage partner relationships

●

Define roles for Partner Channel Management

●

Evaluate the Channel Commerce

●

Analyze Market Development Funds (MDF)


127

UNIT 6

SAP CRM Sales

Lesson 1 Managing Accounts and Contacts

160

Lesson 2 Managing Activities

164

Lesson 3 Managing Opportunities

168

Lesson 4 Managing Quotations and Orders Exercise 6: Create Sales Transactions

173 177

Lesson 5 Managing Sales Contracts

183

Lesson 6 Identifying Additional Topics in SAP CRM Sales

185

UNIT OBJECTIVES ●

Describe key functions within Account and Contact Management

●

Describe key functions within Activity Management

●

Describe key functions within Opportunity Management

●

Describe the key functions within Quotation and Order Management

●

Describe the key functions within Contract Management

●

Describe the Incentive and Commission Management functionality of SAP CRM


159

UNIT 7

SAP CRM Interaction Center

Lesson 1 Identifying Interaction Center Agent Functions Exercise 7: Interaction Center Service

192 199

Lesson 2 Identifying Interaction Center Management Functions

206

Lesson 3 Identifying Additional Topics in SAP CRM Interaction Center

211

UNIT OBJECTIVES ●

Identify IC agent functions

●

Identify IC Management functions

●

Identify additional topics in SAP CRM IC


191

UNIT 8

SAP CRM Service

Lesson 1 Managing Installed Bases and Objects

220

Lesson 2 Managing Service Contracts and Service Plans

224

Lesson 3 Managing Service Orders Exercise 8: Service Process

227 235

Lesson 4 Identifying Additional Topics in SAP CRM Service

241

UNIT OBJECTIVES ●

Manage Installed Bases and Objects

●

Manage service contracts and service plans

●

Manage service orders

●

Identify additional topics in SAP CRM Service


219

UNIT 9

SAP CRM Field Applications

Lesson 1 Evaluating Mobile Sales and Mobile Service

248

Lesson 2 Evaluating Technical Aspects of Field Applications

256

Lesson 3 Evaluating Mobile Sales for Handhelds

259

UNIT OBJECTIVES ●

Evaluate Mobile Sales and Mobile Service

●

Evaluate technical aspects of field applications

●

Evaluate Mobile Sales application for handhelds


247

UNIT 10

SAP CRM Analytics

Lesson 1 Evaluating SAP CRM Analytics

266

Lesson 2 Evaluating Analytical Methods

271

Lesson 3 Evaluating Analysis Scenarios

276

Lesson 4 Evaluating CRM Interactive Reporting Exercise 9: Interactive Reports

279 283

UNIT OBJECTIVES ●

Evaluate SAP CRM Analytics

●

Evaluate analytical methods

●

Evaluate analysis scenarios

●

Evaluate CRM Interactive Reporting


265

UNIT 11

SAP CRM Implementation and Operation

Lesson 1 Evaluating the Potential of the SAP Solution Manager

294

Lesson 2 Adapting the SAP CRM System Using Customizing Exercise 10: Create a New Transaction Type

307 315

Lesson 3 Evaluating the Switch Framework and Business Functions

320

UNIT OBJECTIVES ●

Evaluate the potential of the SAP Solution Manager

●

Adapt the SAP CRM system using Customizing

●

Evaluate the Switch Framework and business functions


293

Sapcrm Col10 Desc

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