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SAPCRMSAP CRM Solution Overview

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INSTRUCTOR HANDBOOK

INSTRUCTOR-LED TRAINING

Course Version: 10

Course Duration: 3 Day(s)

Material Number: 50111950

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Contents

ix Course Overview

1 Unit 1: Introduction to SAP CRM

2 Lesson: Describing the Business Strategy of Customer Relationship

Management

20 Minutes

6 Lesson: Getting an Overview of SAP CRM 30 Minutes

14 Lesson: Explaining the Integrated Case Study 10 Minutes

19 Unit 2: Basics and Architecture

20 Lesson: Embedding SAP CRM into a System Landscape 30 Minutes

26 Lesson: Embedding SAP CRM Interaction Channels 20 Minutes

31 Lesson: Utilizing Enhancement Packages for SAP CRM 20 Minutes

36 Lesson: Using the WebClient User Interface 60 Minutes

43 Exercise 1: Navigate in the WebClient UI 20 Minutes

57 Unit 3: SAP CRM Marketing

58 Lesson: Creating Marketing Plans and Campaigns 25 Minutes

62 Lesson: Creating Customer Segments and Target Groups 25 Minutes

68 Lesson: Executing Marketing Campaigns 40 Minutes

73 Exercise 2: Creating and Executing a Campaign 20 Minutes

79 Lesson: Identifying Additional Functions in CRM Marketing 15 Minutes

89 Unit 4: SAP CRM Web Channel

90 Lesson: Evaluating the Benefits of Using E-Commerce 60 Minutes

97 Exercise 3: E-Selling B2B and B2C Web Shop 25 Minutes

105 Lesson: Describing Internet Customer Self-Services 15 Minutes

110 Lesson: Describing E-Marketing functions 10 Minutes

115 Lesson: Evaluating the Benefits of the New SAP Web Channel

Experience Management Solution

20 Minutes

127 Unit 5: SAP CRM Partner Channel Management

128 Lesson: Managing Partner Relationships 10 Minutes

133 Lesson: Defining Roles for Partner Channel Management 40 Minutes

137 Exercise 4: Lead Management 30 Minutes

145 Lesson: Evaluating the Channel Commerce 30 Minutes

147 Exercise 5: Process a Web purchase at a Partner via a Collaborative

(Company Controlled) Showroom

20 Minutes

152 Lesson: Analyzing Market Development Funds 10 Minutes

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159 Unit 6: SAP CRM Sales

160 Lesson: Managing Accounts and Contacts 15 Minutes

164 Lesson: Managing Activities 15 Minutes

168 Lesson: Managing Opportunities 20 Minutes

173 Lesson: Managing Quotations and Orders 45 Minutes

177 Exercise 6: Create Sales Transactions 20 Minutes183 Lesson: Managing Sales Contracts 10 Minutes

185 Lesson: Identifying Additional Topics in SAP CRM Sales 10 Minutes

191 Unit 7: SAP CRM Interaction Center

192 Lesson: Identifying Interaction Center Agent Functions 60 Minutes

199 Exercise 7: Interaction Center Service 20 Minutes

206 Lesson: Identifying Interaction Center Management Functions 30 Minutes

211 Lesson: Identifying Additional Topics in SAP CRM Interaction Center 15 Minutes

219 Unit 8: SAP CRM Service

220 Lesson: Managing Installed Bases and Objects 20 Minutes

224 Lesson: Managing Service Contracts and Service Plans 15 Minutes

227 Lesson: Managing Service Orders 70 Minutes

235 Exercise 8: Service Process 30 Minutes

241 Lesson: Identifying Additional Topics in SAP CRM Service 15 Minutes

247 Unit 9: SAP CRM Field Applications

248 Lesson: Evaluating Mobile Sales and Mobile Service 20 Minutes

256 Lesson: Evaluating Technical Aspects of Field Applications 20 Minutes259 Lesson: Evaluating Mobile Sales for Handhelds 20 Minutes

265 Unit 10: SAP CRM Analytics

266 Lesson: Evaluating SAP CRM Analytics 15 Minutes

271 Lesson: Evaluating Analytical Methods 15 Minutes

276 Lesson: Evaluating Analysis Scenarios 20 Minutes

279 Lesson: Evaluating CRM Interactive Reporting 40 Minutes

283 Exercise 9: Interactive Reports 20 Minutes

293 Unit 11: SAP CRM Implementation and Operation

294 Lesson: Evaluating the Potential of the SAP Solution Manager 20 Minutes

307 Lesson: Adapting the SAP CRM System Using Customizing 60 Minutes

315 Exercise 10: Create a New Transaction Type 30 Minutes

320 Lesson: Evaluating the Switch Framework and Business Functions 20 Minutes

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Course Overview

TARGET AUDIENCE

This course is intended for the following audiences:

● Application Consultant

● Project Manager

● Project Stakeholder

● Super / Key / Power User

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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

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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 36

Exercise 1: Navigate in the WebClient UI 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

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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 68

Exercise 2: Creating and Executing a Campaign 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

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UNIT 4 SAP CRM Web Channel

Lesson 1

Evaluating the Benefits of Using E-Commerce 90

Exercise 3: E-Selling B2B and B2C Web Shop 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

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UNIT 5 SAP CRM Partner ChannelManagement

Lesson 1

Managing Partner Relationships 128

Lesson 2

Defining Roles for Partner Channel Management 133

Exercise 4: Lead Management 137

Lesson 3

Evaluating the Channel Commerce 145

Exercise 5: Process a Web purchase at a Partner via a Collaborative (Company

Controlled) Showroom

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)

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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 173

Exercise 6: Create Sales Transactions 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

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UNIT 7 SAP CRM Interaction Center

Lesson 1

Identifying Interaction Center Agent Functions 192

Exercise 7: Interaction Center Service 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

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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 227

Exercise 8: Service Process 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

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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

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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 279

Exercise 9: Interactive Reports 283

UNIT OBJECTIVES

● Evaluate SAP CRM Analytics

● Evaluate analytical methods

● Evaluate analysis scenarios

● Evaluate CRM Interactive Reporting

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UNIT 11 SAP CRM Implementation andOperation

Lesson 1

Evaluating the Potential of the SAP Solution Manager 294

Lesson 2

Adapting the SAP CRM System Using Customizing 307

Exercise 10: Create a New Transaction Type 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

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