CR300 CRM Sales. Course Outline SAP CRM. Course Version: 97 Course Duration: 5 Day(s) Publication Date: 2015 Publication Time:

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1 CRM Sales SAP CRM Course Version: 97 Course Duration: 5 Day(s) Publication Date: 2015 Publication Time:

2 Copyright Copyright SAP SE. All rights reserved. No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP SE. The information contained herein may be changed without prior notice. Some software products marketed by SAP SE and its distributors contain proprietary software components of other software vendors. Trademarks Microsoft, WINDOWS, NT, EXCEL, Word, PowerPoint and SQL Server are registered trademarks of Microsoft Corporation. IBM, DB2, OS/2, DB2/6000, Parallel Sysplex, MVS/ESA, RS/6000, AIX, S/390, AS/400, OS/390, and OS/400 are registered trademarks of IBM Corporation. ORACLE is a registered trademark of ORACLE Corporation. INFORMIX -OnLine for SAP and INFORMIX Dynamic ServerTM are registered trademarks of Informix Software Incorporated. UNIX, X/Open, OSF/1, and Motif are registered trademarks of the Open Group. Citrix, the Citrix logo, ICA, Program Neighborhood, MetaFrame, WinFrame, VideoFrame, MultiWin and other Citrix product names referenced herein are trademarks of Citrix Systems, Inc. HTML, DHTML, XML, XHTML are trademarks or registered trademarks of W3C, World Wide Web Consortium, Massachusetts Institute of Technology. JAVA is a registered trademark of Sun Microsystems, Inc. JAVASCRIPT is a registered trademark of Sun Microsystems, Inc., used under license for technology invented and implemented by Netscape. SAP, SAP Logo, R/2, RIVA, R/3, SAP ArchiveLink, SAP Business Workflow, WebFlow, SAP EarlyWatch, BAPI, SAPPHIRE, Management Cockpit, mysap.com Logo and mysap.com are trademarks or registered trademarks of SAP SE in Germany and in several other countries all over the world. All other products mentioned are trademarks or registered trademarks of their respective companies. Disclaimer THESE MATERIALS ARE PROVIDED BY SAP ON AN "AS IS" BASIS, AND SAP EXPRESSLY DISCLAIMS ANY AND ALL WARRANTIES, EXPRESS OR APPLIED, INCLUDING WITHOUT LIMITATION WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE, WITH RESPECT TO THESE MATERIALS AND THE SERVICE, INFORMATION, TEXT, GRAPHICS, LINKS, OR ANY OTHER MATERIALS AND PRODUCTS CONTAINED HEREIN. IN NO EVENT SHALL SAP BE LIABLE FOR ANY DIRECT, INDIRECT, SPECIAL, INCIDENTAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES OF ANY KIND WHATSOEVER, INCLUDING WITHOUT LIMITATION LOST REVENUES OR LOST PROFITS, WHICH MAY RESULT FROM THE USE OF THESE MATERIALS OR INCLUDED SOFTWARE COMPONENTS. g

3 Contents Contents Course Overview... v Course Goals... v Course Objectives... v Unit 1: Introduction... 1 Introduction... 1 Unit 2: Opportunity Management... 2 Opportunity Management... 2 Pipeline Performance Management... 2 Unit 3: Copying Control... 3 Copying Control... 3 Unit 4: Quotation Management... 4 Quotation Management... 4 Unit 5: Order Management... 5 Order Management... 5 Unit 6: Pricing... 6 Working with Conditions... 6 Condition Technique... 6 Special Functions... 6 Unit 7: Special Functions in Quotation and Order Management... 7 Product Determination... 7 Listing and Exclusion... 7 Free Goods... 7 Availability Check... 7 Credit Check... 8 Further Functions... 8 Unit 8: Contract Management... 9 Contract Management in SAP CRM... 9 General Functions for Contracts... 9 Releasing Contracts SAP SE. All rights reserved. iii

4 Contents Sales Agreements... 9 Unit 9: Rebate Processing...10 Rebate Management Unit 10: Activity Management in CRM Sales Activity Management...11 Unit 11: Visit Planning...12 Visit Planning Unit 12: Territory Management...13 Territory Management Unit 13: Case Study...14 Tasks of the Case Study Additional Self-Study Material for Subtask SAP SE. All rights reserved. iv

5 Course Overview Course Overview Target Audience This course is intended for the following audiences: Customers wishing to obtain a deeper understanding of CRM Enterprise Sales SAP consultants and partners Course Prerequisites Required Knowledge CR100 CRM Base Customizing Course Goals This course will prepare the participant to: Make the necessary Customizing settings for CRM Enterprise Sales Course Objectives After completing this course, the participant will be able to: Gain a deeper knowledge of the CRM Enterprise Sales functionality SAP SE. All rights reserved. v

6 Course Overview 2015 SAP SE. All rights reserved. vi

7 Unit 1 Introduction In this introductory unit we will have a first look at the sales cycle and the topics that are covered by the course. Lesson: Introduction Describe the key capabilities or processes and scenarios of SAP CRM Sales 2015 SAP SE. All rights reserved. 1

8 Unit 2 Opportunity Management The sales cycle of a product or a service begins with recognizing an opportunity. An opportunity is a chance for a business transaction, for example, the sale of products or services. A trade fair activity, a sales promotion, or a request for proposal can become an opportunity. Opportunity Management is the editing process for opportunities. The goal is to generate as many orders as possible within the framework of an optimized sales process. Sales processes can be monitored and evaluated more efficiently with the use of opportunity management. Lesson: Opportunity Management Describe the tasks, arrangement, and components of Opportunity Management within SAP CRM Create and maintain opportunities using a company-specific sales methodology Configure opportunities in Customizing so that they meet your requirements Lesson: Pipeline Performance Management describe the functionality of Pipeline Performance Management 2015 SAP SE. All rights reserved. 2

9 Unit 3 Copying Control This unit introduces Copying Control Customizing. By means of related system settings, you can set up and control, if documents can and will be linked together. Lesson: Copying Control Describe how copying control works in business transactions 2015 SAP SE. All rights reserved. 3

10 Unit 4 Quotation Management The unit introduces SAP CRM Quotation Management and related Customizing settings. Lesson: Quotation Management Describe the special functions and features within quotation management Configure quotations in Customizing so that they meet your requirements 2015 SAP SE. All rights reserved. 4

11 Unit 5 Order Management This unit introduces SAP CRM Order Management, related settings and integration aspects with SAP ERP. Lesson: Order Management Describe the different sources for sales orders in CRM Explain the required settings to allow transfer of sales orders between SAP CRM and ERP Configure sales orders in Customizing so that they meet your requirements 2015 SAP SE. All rights reserved. 5

12 Unit 6 Pricing The system uses this function to determine pricing information when creating a business transaction, such as a quotation, a sales order, a service process, or a contract. For example, the system automatically determines the gross price and the discounts and surcharges that are relevant for a specific customer or for a particular date, in accordance with the valid conditions. The system uses the condition technique for pricing, to determine relevant pricing information from condition records for a business transaction. Lesson: Working with Conditions Work with Conditions in the SAP CRM System Lesson: Condition Technique Describe the elements of pricing condition techniques, and the relationships between them. Lesson: Special Functions Use group conditions and condition exclusion 2015 SAP SE. All rights reserved. 6

13 Unit 7 Special Functions in Quotation and Order Management This unit introduces a number of different special functions available in quotation and order management. Lesson: Product Determination Use alternative product IDs and product substitution within sales transactions Lesson: Listing and Exclusion Describe the options offered in CRM for listing and exclusion Lesson: Free Goods Explain the free goods functions Lesson: Availability Check Use the availability check in SAP ERP within sales transactions 2015 SAP SE. All rights reserved. 7

14 Lesson: Credit Check Describe the process for credit checks Lesson: Further Functions Explain the explosion of structured products Describe the integration with batch processing 2015 SAP SE. All rights reserved. 8

15 Unit 8 Contract Management This unit introduces SAP CRM Contract Management. Lesson: Contract Management in SAP CRM Explain contract management and its embedding in the sales cycle Lesson: General Functions for Contracts handle the information in contracts Lesson: Releasing Contracts Release a contract. Control the contract determination Control the completion of a contract Lesson: Sales Agreements Use sales agreements to offer (better) prices to a particular customer group 2015 SAP SE. All rights reserved. 9

16 Unit 9 Rebate Processing You use rebate processing to process special discounts that are paid retroactively to a customer. These discounts are based on specific terms and conditions that are defined in rebate agreements. The goal of rebates is to build long-term customer relationships. Rebate processing enables you to define rebate agreements and perform accounting for rebates given during the validity period of a rebate agreement. Lesson: Rebate Management Describe the entire rebate management process Create rebate agreements Carry out rebate settlements 2015 SAP SE. All rights reserved. 10

17 Unit 10 Activity Management in CRM Sales Activity Management is an integral part of Customer Relationship Management (CRM) and administers all activities undertaken by the employees of your company. Any data saved in an activity is an important source of information that needs to be accessed by all relevant employees. It answers day-to-day questions, such as: What appointments do I have next week? When can I arrange a visit to Ms. Smith? Who can cover for a sick colleague in external sales? A sales representative can view the outcome of a telephone call made after an initial customer visit. A sales manager can quickly get an overview of all the activities that have taken place in the department during a certain period of time. Lesson: Activity Management Describe activities and activity management in the context of CRM Sales Create new activity transaction types in Customizing Set up and use activity journals 2015 SAP SE. All rights reserved. 11

18 Unit 11 Visit Planning You use this business process to define a group of business partners whom you wish to contact within a visit plan. For example, they may be grouped according to location. You can select business partners for your visit plans from various sources, for example using the standard search, the advanced search or from an existing visit plan. You can also maintain visit plan specific information and business partner information within visit plan maintenance. Lesson: Visit Planning Explain the concept of visit planning and activity scheduling Create a visit plan Carry out activity scheduling based on a visit plan 2015 SAP SE. All rights reserved. 12

19 Unit 12 Territory Management Territory management is a tool that enables you to structure and organize your territories according to criteria of your choice. You do this using the territory hierarchy. Lesson: Territory Management Describe Territory Management Explain the use of Territory Management Maintain a Territory hierarchy 2015 SAP SE. All rights reserved. 13

20 Unit 13 Case Study This unit consists of one lesson, which contains a number of different exercises. Those exercises partly recapitulate topics presented in this course. In addition there are some exercises belonging to a special part, that go beyond course topics. Tutors help you perform those tasks. Lesson: Tasks of the Case Study Use basic Customizing settings from this course for setting up your own processes. By working through optional exercises, which exceed the scope of the course in parts, you can discover a few more interesting details about CRM Sales. Lesson: Additional Self-Study Material for Subtask 7 Transferring pricing-relevant ERP Customizing data and ERP condition master data to the CRM system Understand the transfer process of ERP condition master data to CRM 2015 SAP SE. All rights reserved. 14