RECENT UPDATES VIEWER SOFTWARE SEARCH RELATED WORKSHOPS SANDBOX SYSTEMS LIVE EXPERT SESSIONS SELF-TESTS Q & A. Update Your Core Competence - Must Know

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1 SAP CRM 3.1: Learning Map for CRM Analytics Consultants RECENT UPDATES VIEWER SOFTWARE SEARCH Step 1: Learn What You Need Update your core competence - must know Step 2: Prepare for Your Project Learn which implementation tools, guides, and support are available Learn how to access the tools and content and how to get support RELATED WORKSHOPS SANDBOX SYSTEMS LIVE EXPERT SESSIONS SELF-TESTS Q & A Open All / All Back to Top Update Your Core Competence - Must Know SAP CRM 3.1 Overview Open/ Download Learning time: 4 hours Once you have worked through this unit, you will be able to: Position the SAP CRM 3.1 release and all its enhancements Explain the enhanced functions and features of SAP CRM 3.1 Discuss SAP CRM 3.1 with customers and partners Tip: This area of the learning map is also of interest for people in sales roles. SAP CRM 3.1 Overview This VC session explains the positioning of SAP CRM 3.1, reviews the new and enhanced scenarios with SAP CRM 3.1, and presents the business benefits of SAP CRM mins July 25, 2002 SAP CRM Highlights presentation (official) Presentation (PDF) 101 pages October 11, 2002 The official SAP CRM 3.1 highlights presentation conveys the official positioning of the SAP CRM 3.1 Release and all its scenarios. Extended Analytical Capabilities This VC session presents the extended SAP CRM 3.1 analytical capabilities in measurement, prediction, planning, and optimization. Once you have worked through this session, you will be able to explain the CRM Analytics applications, advise customers on the applications and the implementation options, and engage in implementation activities. 25 mins People-Centric CRM Fundamentals Open/ Download Learning time: 2.5 hours Once you have worked through this unit, you will be able to explain the fundamentals, benefits, and generic functionality of people-centric CRM. Standard CRM iviews This VC session provides an overview of people-centric CRM. Once you have worked through this session, you will be able to explain what people-centric means for CRM in the Enterprise Portal and list the roles delivered with the business package for SAP CRM mins July 24, 2002 Standard CRM iviews SAP Tutor (SIM)

2 This SAP Tutor session introduces the standard iviews in people-centric CRM, which are reused in different worksets. Once you have worked through this session, you will be able to: Describe how the administrator can integrate and maintain the standard iview Explain the functionality and business logic behind the standard iview 40 mins (119 steps) Personalization in People-Centric CRM SAP Tutor (SIM) 15 mins (85 steps) This SAP Tutor session introduces the personalization options available in people-centric CRM. Once you have worked through this session, you will be able to explain the different types of personalization and personalize Enterprise Portal settings, pages, iviews, and external services. Knowledge Management - Business Perspective SAP Tutor (SIM) 15 mins (41 steps) This SAP Tutor session introduces the business perspective of the Knowledge Management functionality within the CRM Portal. Once you have worked through this session, you will be able to navigate in the Knowledge Management platform and explain its functionalities. Knowledge Management - Setting Up a Repository SAP Tutor (SIM) 30 mins (70 steps) This SAP Tutor session introduces the technical/administration perspective of Knowledge Management within the CRM Portal. Once you have worked through this session, you will be able to: Explain the different types of personalization Administer the CRM Knowledge Management platform Set up the sapcrm repository, add permissions to the folders, and modify the document folder structure People-Centric CRM Fundamentals - Self Test Multiple Choice (HTM) 10 questions Validate your knowledge of people-centric CRM fundamentals. Measure, Predict, Plan, Optimize Open/ Download Learning time: 1.5 hours At the end of this unit you will be able to: Understand the four key capabilities of CRM analytics Explain the functionality and analytical possibilities in each capability Analytical Capabilities - Predict This VC session presents a brief overview of the predictive capabilities (Data Mining) offered in CRM Analytics. After explaining the concept behind each analytical method, it presents them all in a system environment. 30 mins Analytical Capabilities - Plan This VC session explains the set of tools for planning. These tools allow you to construct a planning model that integrates global strategic planning and issues relating to operational planning in a closedloop process. 28 mins July 31, 2002

3 mysap CRM Analytics Optimize (Part 1) This VC session explains the new Analytics capabilities and applications and how they can be used to optimize CRM processes and to create closed loops. 12 mins mysap CRM Analytics Optimize (Part 2) This VC session explains the new Analytics capabilities and applications and how they can be used to optimize CRM processes and to create closed loops. 22 mins CRM Analytics Applications Open/ Download Learning time: 1.5 hours At the end of this unit you will be able to: Explain the CRM Analytics applications Advise customers on CRM Analytics applications and implementation options Engage in implementation activities and configure Analytics applications to fit customer requirements Customer Behavior Analytics SAP Tutor (SIM) 15 mins (46 steps) This SAP Tutor session presents two scenarios (Churn Management and Customer Satisfaction and Loyalty) that make use of analytical capabilities. It explains in detail each scenario and the interpretation of their results. Churn Management - Component View, Scenario Description SAP Library (HTM) Link to the Churn Management scenario documentation Customer Satisfaction & Loyalty Analysis - Component View, Scenario Description SAP Library (HTM) Link to the Customer Satisfaction and Loyalty Analysis scenario documentation Customer Behavior Analysis - Online Documentation SAP Library (HTM) Link to the functional Customer Behavior Analysis online documentation Customer Value Analysis - Online Documentation SAP Library (HTM) Link to the functional Customer Value Analysis online documentation Customer Profitability Analysis - Component View, Scenario Description SAP Library (HTM) Link to the Customer Profitability Analysis scenario documentation

4 Customer Lifetime Value Analysis - Component View, Scenario Description SAP Library (HTM) Link to the Customer Lifetime Value Analysis scenario documentation Customer Value Analysis - Online Documentation SAP Library (HTM) Link to the functional Customer Value Analysis online documentation Marketing Analytics SAP Tutor (SIM) 25 mins (55 steps) This SAP Tutor session introduces the new functionality of Marketing Analytics: September 25, 2002 Overall campaign management process, highlighting the analytical steps Explanation of a cross selling example Assumptions and methodology of RFM, campaign monitoring, and success analysis Marketing Analytics - Online Documentation SAP Library (HTM) Link to the functional Marketing Analytics online documentation Sales Analytics SAP Tutor (SIM) 15 mins (44 steps) This SAP Tutor session introduces the Analytics applications in sales: September 11, 2002 Usage of the balanced scorecard in sales analytics Support for analysis of individual perspectives: Finance, Customer, Internal Processes, Learning & Growth How to execute detailed sales performance analysis Sales Analytics - Online Documentation SAP Library (HTM) Link to the functional Sales Analytics online documentation Service Analytics SAP Tutor (SIM) 15 mins (38 steps) This SAP Tutor session introduces the new functionality available for Service Analytics, including service performance analysis and detailed analytical applications in service. Once you have worked through this session, you will be able to explain the new features, navigate through the screens, and explain the new functionality. Service Analytics - Online Documentation SAP Library (HTM) Link to the functional Service Analytics online documentation Channel Analytics SAP Tutor (SIM) 15 mins (36 steps) September 11, 2002 This SAP Tutor session shows how web event capture can help to track user interaction in an Internet Sales Web shop, and how this information is combined with other e-selling and CRM data to provide a

5 detailed view of the customer. Channel Analytics - Online Documentation SAP Library (HTM) Link to the functional Channel Analytics online documentation Summary Open/ Summary After completing the section above, you should: Build up your expertise with the Sandbox Systems Discuss open issues in the Live Expert Sessions Test your knowledge with Self-Tests Equip yourself for onsite work in Step 2: Prepare For Your Project Do you think you are now ready for your next project? nmlkj Yes nmlkj No, because Save & Please remember to save & close whenever you leave this learning map. Back to Top See the statistics for this learning map