TCRM10 CRM Fundamentals I

TCRM10 CRM Fundamentals I. COURSE OUTLINE Course Version: 10 Course Duration: 5 Day(s)

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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

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

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 23 Unit 12: Account Management 23 Lesson: Managing Accounts 23 Lesson: Account Data Exchange with the SAP ERP System 23 Lesson: Classifying and Structuring Accounts 25 Unit 13: Organizational Management 25 Lesson: Maintaining Organizational Data 25 Lesson: Determining Organizational Data 27 Unit 14: Product Master 27 Lesson: Maintaining Products 27 Lesson: Setting Up Product Master Data viii Copyright. All rights reserved.

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

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

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

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

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

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

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

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

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

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

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

UNIT 12 Account Management Lesson 1: Managing Accounts Maintain account data Maintain relationships Lesson 2: Account Data Exchange with the SAP ERP System Analyze ERP customer data Check the mapping of CRM business partner data with ERP customer master data Lesson 3: Classifying and Structuring Accounts Check marketing attributes Analyze account classification Check the account life cycle Display account hierarchies Copyright. All rights reserved. 23

UNIT 13 Organizational Management Lesson 1: Maintaining Organizational Data Explain the organizational model Lesson 2: Determining Organizational Data Configure organizational data determination in transaction processing Set up the organizational model automatically Copyright. All rights reserved. 25

UNIT 14 Product Master Lesson 1: Maintaining Products Maintain CRM product master data Maintain product relationships Download material master data Lesson 2: Setting Up Product Master Data Configure product master data Enhance product master data Copyright. All rights reserved. 27