SAPCRM SAP CRM Solution Overview

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1 SAPCRM SAP CRM Solution Overview. COURSE OUTLINE Course Version: 10 Course Duration: 3 Day(s)

2 SAP Copyrights and Trademarks 2013 SAP AG. 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 AG. The information contained herein may be changed without prior notice. Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors. Microsoft, Windows, Excel, Outlook, and PowerPoint are registered trademarks of Microsoft Corporation. IBM, DB2, DB2 Universal Database, System i, System i5, System p, System p5, System x, System z, System z10, System z9, z10, z9, iseries, pseries, xseries, zseries, eserver, z/vm, z/os, i5/os, S/390, OS/390, OS/400, AS/400, S/390 Parallel Enterprise Server, PowerVM, Power Architecture, POWER6+, POWER6, POWER5+, POWER5, POWER, OpenPower, PowerPC, BatchPipes, BladeCenter, System Storage, GPFS, HACMP, RETAIN, DB2 Connect, RACF, Redbooks, OS/2, Parallel Sysplex, MVS/ESA, AIX, Intelligent Miner, WebSphere, Netfinity, Tivoli and Informix are trademarks or registered trademarks of IBM Corporation. Linux is the registered trademark of Linus Torvalds in the U.S. and other countries. Adobe, the Adobe logo, Acrobat, PostScript, and Reader are either trademarks or registered trademarks of Adobe Systems Incorporated in the United States and/or other countries. Oracle is a registered trademark of Oracle Corporation UNIX, X/Open, OSF/1, and Motif are registered trademarks of the Open Group. Citrix, ICA, Program Neighborhood, MetaFrame, WinFrame, VideoFrame, and MultiWin are trademarks or registered trademarks of Citrix Systems, Inc. HTML, XML, XHTML and W3C 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, R/3, SAP NetWeaver, Duet, PartnerEdge, ByDesign, SAP BusinessObjects Explorer, StreamWork, and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany and other countries. Business Objects and the Business Objects logo, BusinessObjects, Crystal Reports, Crystal Decisions, Web Intelligence, Xcelsius, and other Business Objects products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of Business Objects Software Ltd. Business Objects is an SAP company. Sybase and Adaptive Server, ianywhere, Sybase 365, SQL Anywhere, and other Sybase products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of Sybase, Inc. Sybase is an SAP company.

3 All other product and service names mentioned are the trademarks of their respective companies. Data contained in this document serves informational purposes only. National product specifications may vary. These materials are subject to change without notice. These materials are provided by SAP AG and its affiliated companies ("SAP Group") for informational purposes only, without representation or warranty of any kind, and SAP Group shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP Group products and services are those that are set forth in the express warranty statements accompanying such products and services, if any. Nothing herein should be construed as constituting an additional warranty. Copyright. All rights reserved. iii

5 About This Handbook This handbook is intended to complement the instructor-led presentation of this course, and serve as a source of reference. It is not suitable for self-study. Typographic Conventions American English is the standard used in this handbook. The following typographic conventions are also used. This information is displayed in the instructor s presentation Demonstration Procedure Warning or Caution Hint Related or Additional Information Facilitated Discussion User interface control Example text Window title Example text Copyright. All rights reserved. v

7 Contents ix Course Overview 1 Unit 1: Introduction to SAP CRM 1 Lesson: Describing the Business Strategy of Customer Relationship Management 1 Lesson: Obtaining an Overview of SAP CRM 1 Lesson: Explaining the Integrated Case Study 3 Unit 2: Basics and Architecture 3 Lesson: Embedding SAP CRM in a System Landscape 3 Lesson: Embedding SAP CRM Channels 3 Lesson: Utilizing Enhancement Packages for SAP CRM 3 Lesson: Using the WebClient User Interface 5 Unit 3: SAP CRM Marketing 5 Lesson: Creating Marketing Plans and Campaigns 5 Lesson: Creating Customer Segments and Target Groups 5 Lesson: Executing Marketing Campaigns 5 Lesson: Identifying Additional Functions in CRM Marketing 7 Unit 4: SAP CRM Web Channel 7 Lesson: Evaluating the Benefits of Using SAP CRM E-Commerce 7 Lesson: Describing Internet Customer Self-Services 7 Lesson: Describing E-Marketing Functions 7 Lesson: Evaluating the Benefits of the New SAP Web Channel Experience Management Solution 9 Unit 5: SAP CRM Partner Channel Management 9 Lesson: Managing Partner Relationships 9 Lesson: Defining Roles for Partner Channel Management 9 Lesson: Evaluating Channel Commerce 9 Lesson: Analyzing Market Development Funds 11 Unit 6: SAP CRM Sales 11 Lesson: Managing Accounts and Contacts 11 Lesson: Managing Activities 11 Lesson: Managing Opportunities 11 Lesson: Managing Quotations and Orders 11 Lesson: Managing Sales Contracts 11 Lesson: Identifying Additional Topics in SAP CRM Sales Copyright. All rights reserved. vii

8 13 Unit 7: SAP CRM Interaction Center 13 Lesson: Identifying Interaction Center Agent Functions 13 Lesson: Identifying Interaction Center Management Functions 13 Lesson: Identifying Additional Topics in the SAP CRM Interaction Center 15 Unit 8: SAP CRM Service 15 Lesson: Managing Installed Bases and Objects 15 Lesson: Managing Service Contracts and Service Plans 15 Lesson: Managing Service Orders 15 Lesson: Identifying Additional Topics in SAP CRM Service 17 Unit 9: SAP CRM Field Applications 17 Lesson: Evaluating SAP Mobile Sales and SAP Mobile Service 17 Lesson: Evaluating the Technical Aspects of Field Applications 17 Lesson: Evaluating the Mobile Sales for Handheld Application 19 Unit 10: SAP CRM Analytics 19 Lesson: Evaluating SAP CRM Analytics 19 Lesson: Evaluating Analytical Methods 19 Lesson: Evaluating Analysis Scenarios 19 Lesson: Evaluating Interactive Reporting in SAP CRM 21 Unit 11: SAP CRM Implementation and Operation 21 Lesson: Evaluating the Potential of SAP Solution Manager 21 Lesson: Adapting the SAP CRM System Using Customizing 21 Lesson: Evaluating the Switch Framework and Business Functions viii Copyright. All rights reserved.

9 Course Overview TARGET AUDIENCE This course is intended for the following audiences: Application Consultant Project Manager Project Stakeholder Super / Key / Power User Copyright. All rights reserved. ix

11 UNIT 1 Introduction to SAP CRM Lesson 1: Describing the Business Strategy of Customer Relationship Management Describe the business strategy of CRM Lesson 2: Obtaining an Overview of SAP CRM Identify SAP CRM as a part of SAP Business Suite Describe the main functions and key processes of SAP CRM Describe SAP Solution Manager Lesson 3: Explaining the Integrated Case Study Explain the integrated case study Copyright. All rights reserved. 1

13 UNIT 2 Basics and Architecture Lesson 1: Embedding SAP CRM in a System Landscape Explain the architecture of a system landscape, including SAP CRM Explain the role of CRM Middleware Lesson 2: Embedding SAP CRM Channels Explain the architecture of the different interaction channels Lesson 3: Utilizing Enhancement Packages for SAP CRM Explain the benefits of SAP enhancement packages Lesson 4: Using the WebClient User Interface Describe the evolution and main elements of the CRM WebClient UI Copyright. All rights reserved. 3

15 UNIT 3 SAP CRM Marketing Lesson 1: Creating Marketing Plans and Campaigns Create a marketing plan and a campaign Lesson 2: Creating Customer Segments and Target Groups Create customer segments by using the SAP CRM Segment Builder Lesson 3: Executing Marketing Campaigns Execute a marketing campaign Lesson 4: Identifying Additional Functions in CRM Marketing Identify the additional functions in SAP CRM Marketing Copyright. All rights reserved. 5

17 UNIT 4 SAP CRM Web Channel Lesson 1: Evaluating the Benefits of Using SAP CRM E-Commerce Evaluate the benefits of using SAP CRM E-Commerce Lesson 2: Describing Internet Customer Self-Services Describe the advantages and capabilities of Internet Customer Self-Service Lesson 3: Describing E-Marketing Functions Describe the e-marketing functions of SAP CRM Lesson 4: Evaluating the Benefits of the New SAP Web Channel Experience Management Solution Evaluate the SAP Web Channel Experience Management solution Copyright. All rights reserved. 7

19 UNIT 5 SAP CRM Partner Channel Management Lesson 1: Managing Partner Relationships Manage partner relationships Lesson 2: Defining Roles for Partner Channel Management Define roles for Partner Channel Management Lesson 3: Evaluating Channel Commerce Understand how to use Channel Commerce Lesson 4: Analyzing Market Development Funds Analyze Market Development Funds Copyright. All rights reserved. 9

21 UNIT 6 SAP CRM Sales Lesson 1: Managing Accounts and Contacts Describe the key functions of Account and Contact Management Lesson 2: Managing Activities Describe the key functions of Activity Management Lesson 3: Managing Opportunities Describe the key functions of Opportunity Management Lesson 4: Managing Quotations and Orders Describe the key functions of Quotation Management and Order Management Lesson 5: Managing Sales Contracts Describe the key functions of Contract Management Lesson 6: Identifying Additional Topics in SAP CRM Sales Copyright. All rights reserved. 11

23 UNIT 7 SAP CRM Interaction Center Lesson 1: Identifying Interaction Center Agent Functions Identify the functions of the Interaction Center agent role Lesson 2: Identifying Interaction Center Management Functions Identify the functions of Interaction Center(IC) Management Lesson 3: Identifying Additional Topics in the SAP CRM Interaction Center Identify additional topics in the SAP CRM IC Copyright. All rights reserved. 13

25 UNIT 8 SAP CRM Service Lesson 1: Managing Installed Bases and Objects Manage Installed Bases and Objects Lesson 2: Managing Service Contracts and Service Plans Manage service contracts and service plans Lesson 3: Managing Service Orders Manage service orders Lesson 4: Identifying Additional Topics in SAP CRM Service Identify additional topics in SAP CRM Service Copyright. All rights reserved. 15

27 UNIT 9 SAP CRM Field Applications Lesson 1: Evaluating SAP Mobile Sales and SAP Mobile Service Evaluate SAP Mobile Sales and SAP Mobile Service Lesson 2: Evaluating the Technical Aspects of Field Applications Evaluate the technical aspects of field applications Lesson 3: Evaluating the Mobile Sales for Handheld Application Evaluate the Mobile Sales for Handheld application Copyright. All rights reserved. 17

29 UNIT 10 SAP CRM Analytics Lesson 1: Evaluating SAP CRM Analytics Evaluate SAP CRM Analytics Lesson 2: Evaluating Analytical Methods Evaluate the analytical methods available in SAP CRM Lesson 3: Evaluating Analysis Scenarios Evaluate the analysis scenarios available in SAP CRM Lesson 4: Evaluating Interactive Reporting in SAP CRM Evaluate Interactive Reporting in SAP CRM Copyright. All rights reserved. 19

31 UNIT 11 SAP CRM Implementation and Operation Lesson 1: Evaluating the Potential of SAP Solution Manager Evaluate the potential of SAP Solution Manager Lesson 2: Adapting the SAP CRM System Using Customizing Adapt the SAP CRM system using Customizing Lesson 3: Evaluating the Switch Framework and Business Functions Evaluate the Switch Framework and business functions Copyright. All rights reserved. 21