CRM_ENT_G_2015-04

CRM ENTERPRISE

CRM ENTERPRISE

SAP Customer Relationship Management (SAP CRM) as part of the SAP Business Suite offers everything that companies require to drive aprofitable customer relationship manangement. The SAP CRM solution supports marketing, sales, and services processes through a variaty ofinteraction channels and provides flexible and timely analyses as the basis for business decisions. The SAP CRM curriculum is structured alongthese outlined key areas.The overview course SAPCRM (Overview of the SAP CRM solution) is preceding the functional and channel oriented SAP CRM courses andconveys the knowledge which is required for the following courses. Furthermore the foundation course CR100 (CRM Customizing Fundamentals)provides general basic and customizing settings of the CRM Enterprise System (such as Business Partner, Products, general transactioncustomizing, overview on Middleware) which are of relevance for all further courses.

CR100CRM Customizing Fundamentals

Location Dates PriceMIC San Francisco May 11 - 15 2015 USD 3375.00CA ET Virtual Classroom Jun 8 - 12 2015 CAD 3375.00US ET Virtual Classroom Jun 8 - 12 2015 USD 3375.00CA ET Virtual Classroom Aug 24 - 28 2015 CAD 3375.00US ET Virtual Classroom Aug 24 - 28 2015 USD 3375.00MIC Atlanta Oct 26 - 30 2015 USD 3375.00CA ET Virtual Classroom Dec 14 - 18 2015 CAD 3375.00

US ET Virtual Classroom Dec 14 - 18 2015 USD 3375.00

Duration5 days

Prerequistes Essential* • Essential o SAPCRM Overview of the SAP CRM solutionRecommended o SCM600 Business Processes in SalesOrder Management Recommended* None

DeliveryClassroom

Audience

Content* o CRM basic data: § Account Management § Organizational model § Product master § Customizing settings for each object o CRMbusiness transactions § Overview of generic functions in business transactions § Activity management § Customizing for these objects oProcess control and determination § Partner determination § Actions § Overview of pricing in CRM o CRM Billing o Basics concepts ofCRM middleware o Introduction to the CRM WebClient User Interface

Goals* o This course will only deal with the basic data and functions in the CRM Enterprise System. Neither the Web Channel / FieldApplications nor specific Interaction Center functionality will be part of this course.

Software* o SAP CRM 7.0 EHP2 o SAP ERP Central Component 6.0 EHP6

Notes* o This course will only deal with the basic data and functions in the CRM Enterprise System. Neither the Web Channel / FieldApplications nor specific Interaction Center functionality will be part of this course.

CR100ECRM Customizing Fundamentals

Location Dates Priceonline e-learning CAD 1111.00

online e-learning USD 1111.00

Duration1200 Min

Prerequistes Essential* SAPCRM Overview of the SAP CRM solution Recommended* SCM600 Business Processes in Sales Order Management Recommended* none

DeliveryE-learning

Audience* Application Consultant* Project Manager* IT Support* Super / Key / Power User

Content* CRM basic data: -> Account Management -> Organizational model -> Product master -> Customizing settings for each object* CRM business transactions -> Overview of generic functions in business transactions -> Activity management -> Customizing for these objects* Process control and determination -> Partner determination -> Actions -> Overview of pricing in CRM* CRM Billing o Basics concepts of CRM middleware* Introduction to the CRM WebClient User Interface

Goals* deal with the basic data and functions in the CRM Enterprise System.

Software* SAP CRM 7.0 EHP2* SAP ERP Central Component 6.0 EHP6

Notes* This course will only deal with the basic data and functions in the CRM Enterprise System. Neither the Web Channel / Field Applicationsnor specific Interaction Center functionality will be part of this course.

CR300CRM Sales

Location Dates Price

MIC Atlanta Oct 5 - 9 2015 USD 3375.00Duration5 days

Prerequistes Essential* • Essential o SAPCRM Overview of the SAP CRM solution o CR100 CRM Customizing Fundamentals Recommended o Keines Recommended* None

DeliveryClassroom

Audience* o Customers and members of the project team who want to gain further knowledge of the sales processes and scenarios that aresupported in SAP CRM Enterprise as well as the relevant Customizing settings. o SAP consultants and partners

Content* o Opportunity management and Pipeline Performance Management o Copying control o Quotation management o Order management oSpecial functions in quotation and order management o Pricing in SAP CRM Sales o Contract management o Rebate processing oActivity management in SAP CRM Sales o Visit planning o Territory management o Case study

Goals* o Course participants will gain detailed knowledge of the sales scenarios that are supported in SAP CRM Enterprise and the relevantCustomizing settings.


Notes* o This course discusses the basic setup and use of SAP CRM sales scenarios. This course does not cover Web Channel (E-selling) normobile sales scenarios nor specific interaction center functions.

CPE Credits: 40 Credits

CR600CRM Marketing

Location Dates PriceCA ET Virtual Classroom Aug 10 - 14 2015 CAD 3375.00

US ET Virtual Classroom Aug 10 - 14 2015 USD 3375.00

Duration5 days

Prerequistes Essential* SAPCRM Overview of the SAP CRM solution* CR100 CRM Customizing Fundamentals Recommended* None

DeliveryClassroom

Audience* Customers and project team members who want to have greater knowledge of the functions and scenarios that are supported in SAPCRM Marketing.* SAP consultants and partners

Content* Overview of marketing management in SAP CRM* Marketing Plans and campaign management -> Working with marketing projects -> Preparation and Execution of campaigns* Segmentation of business partners -> Marketing attributes -> Creating target groups* Creating personalized e-mails* Marketing Product Proposals* Lead Management and Surveys* Campaign automation* External List Management* Special Functions and Features in campaign management* Couponing

Goals* Course participants learn about the business processes in the SAP CRM Marketing solution. They also learn how to set up (customize)SAP CRM Marketing Management functions.

Software* SAP CRM 7.0 EhP2

Notes* This course is based on the functions contained in SAP's SAP CRM solution. It does not contain functions that relate to SAP industrysolutions.


CR700CRM Service

Location Dates PriceMIC Atlanta May 18 - 22 2015 USD 3375.00CA ET Virtual Classroom Oct 26 - 30 2015 CAD 3375.00

US ET Virtual Classroom Oct 26 - 30 2015 USD 3375.00

Duration5 days

Prerequistes Essential* • Essential o SAPCRM Overview of the SAP CRM solution o CR100 CRM Customizing Fundamentals Recommended o CR580 SAPCRM User Interface Recommended* None

DeliveryClassroom

Audience* o Customers and project team members who are involved in implementing SAP CRM Service o SAP consultants and partners

Content* o Maintenance of technical objects § Installed base management § Individual objects o Service contract processing § Serviceagreements § Service contracts § Service plans o Service order processing § Resource planning § Service confirmation § Service billing§ ERP Integration o Complaints and returns processing § Complaints and returns § In-house repair processing o Overview of IT ServiceManagement

Goals* o Course participants learn about the supporting service processes within SAP CRM Service. They will also learn about the Customizingsettings that are relevant for CRM service.


Notes* o This course discusses the basic setup and use of SAP CRM service scenarios. This course does not cover Web Channel (E-Service),mobile service scenarios or specific Interaction Center functions.


OCR70OKP SAP Customer Relationship Management (CRM) 7.0

Location Dates PriceThis Course Is Not Currently Scheduled.For more information please contact [email protected],

or call +1-888-777-1727.

Duration

Prerequistes Essential* * The SAP CRM 7.0 Learning Maps are designed for qualified project participants. You require:* Knowledge equivalent to a consultant certification for SAP CRM 2007* More than 12 months project experience Recommended* None

DeliveryE-learning

Audience* Consultants* Technology Consultants* Support Consultants

Content* SAP CRM Roles (also Technology and Support Consultants) -> Sales -> Service -> Marketing -> Interaction Center -> Web Channel -> Partner Channel Management -> IT Service Management -> Mobile Field Applications -> Technology* SAP CRM 7.0 Industry Roles -> Media -> Public Sector -> Service Parts Management -> Telecommunications -> Utilities

Goals* Describe SAP CRM 7.0* Plan SAP CRM 7.0* Implement SAP CRM 7.0

Software

Notes* This content is provided by SAP’s Online Knowledge Products. Information regarding Online Knowledge Products and instructions onhow to access the Online Knowledge Products are available: http://service.sap.com/okp * Course Length: ~ 180 hours* All materials are online

OCR71SAP EHP1 for SAP CRM 7.0


or call +1-888-777-1727.

Duration

Prerequistes Essential* * The SAP EHP 1 for SAP CRM 7.0 Learning Maps are designed for qualified project participants. You require:* Knowledge equivalent to a consultant certification for SAP CRM 7.0* More than 12 months project experience Recommended* None

DeliveryE-learning

Audience* Solution and Technology Consultant

Content* Solution and Technology Roles: -> Core -> Sales -> Service -> Marketing (incl. Loyalty Management) -> Interaction Center -> Web Channel -> Partner Channel Management (incl. MDF and CCM) -> IT Service Management -> Mobile Field Applications -> Technology* Solution and Technology Roles: -> Industry -> Banking -> Consumer Products -> Waste & Recycling -> High Tech -> Media -> Public Sector -> Service Parts Management -> Telecommunications -> Utilities

Goals* Describe SAP EHP1 for SAP CRM 7.0* Plan SAP EHP1 for SAP CRM 7.0* Implement SAP EHP1 for SAP CRM 7.0

Software


OCR72SAP EhP2 for SAP CRM


or call +1-888-777-1727.

Duration

Prerequistes Essential* * The SAP EHP 2 for SAP CRM 7.0 Learning Maps are designed for qualified project participants. You require:* Knowledge equivalent to a consultant profile for SAP EHP 1 for SAP CRM 7.0* More than 12 months project experience* Upcoming participation in an SAP EHP 2 for SAP CRM 7.0 project Recommended* None

DeliveryE-learning


Content* Solution and Technology Roles: Core -> Sales -> Service -> Marketing -> Analytics -> Technology* Solution and Technology Roles: Industry -> Leasing -> Public Sector -> Service Parts Management -> Telecommunications -> Utilities

Goals* Describe SAP EHP2 for SAP CRM 7.0* Plan SAP EHP2 for SAP CRM 7.0* Implement SAP EHP2 for SAP CRM 7.0

Software


OCR73OKP SAP EhP3 for SAP CRM 7.0


or call +1-888-777-1727.

Duration

Prerequistes Essential* * The SAP EHP 3 for SAP CRM 7.0 Learning Maps are designed for qualified project participants. You require:* Knowledge equivalent to a consultant profile for SAP EHP 2 for SAP CRM 7.0* More than 12 months project experience* Upcoming participation in an SAP EHP 3 for SAP CRM 7.0 project Recommended* None

DeliveryE-learning


Content* Solution and Technology Roles: Core -> Desktop Connection Enterprise Edition 1.0 -> Desktop Connection 2.0 -> Sales -> Service -> Marketing -> Interaction Center -> Social CRM -> Analytics -> Multi Channel Commerce -> Technology* Solution and Technology Roles: Industry -> Banking -> Public Sector -> Telecommunications -> Utilities* Mobile -> Fiori Apps

Goals* Describe SAP EhP3 for SAP CRM 7.0* Plan SAP EhP3 for SAP CRM 7.0* Implement SAP EhP3 for SAP CRM 7.0

Software


SAPCREOverview of the SAP CRM Solution - Free with SAP Learning Hub discovery edition


or call +1-888-777-1727.

Duration720 Min

Prerequistes Essential* None Recommended* Basic Knowledge of CRM processes in general* Knowledge of SAP ERP, in particular in the Sales and Service environment

DeliveryE-learning

Audience* SAP ERP as well as non-SAP Customers and decision makers considering an implementation of SAP CRM.* Customers, consultants, project managers and key users who need to get a comprehensive and integrative overview of the keycapabilities and processes of the SAP CRM solution

Content* Introduction to: -> Fundamentals and architecture of SAP CRM -> SAP CRM Marketing -> SAP CRM Web Channel (E-Commerce) -> SAP CRM Partner Channel Management -> SAP CRM Sales -> SAP CRM Interaction Center -> SAP CRM Service -> SAP CRM Field Applications -> SAP CRM Analytics -> Implementation & operation of SAP CRM

Goals* Analyze SAP CRM processes and functions in the marketing, sales and service area and the various interaction channels.* Evaluate integration aspects between SAP CRM and other components

Software* SAP EHP 2 for SAP CRM 7.0* SAP EHP 6 for SAP ERP 6.0

Notes* Please note that this course is free of charge if subscribed to the SAP Learning Hub, discovery edition. Further information can be foundhere .* The course is structured using a case study of the functional and channel-oriented key areas and scenarios in SAP CRM.* The course includes demonstrations and exercises in the system.* This course is an introduction to SAP CRM, it does not explain how to set up (Customize) the scenarios that are shown.

SAPCRMOverview of the SAP CRM Solution

Location Dates PriceCA ET Virtual Classroom Jun 1 - 3 2015 CAD 1800.00US ET Virtual Classroom Jun 1 - 3 2015 USD 1800.00CA ET Virtual Classroom Jul 13 - 15 2015 CAD 1800.00US ET Virtual Classroom Jul 13 - 15 2015 USD 1800.00CA ET Virtual Classroom Sep 8 - 10 2015 CAD 1800.00US ET Virtual Classroom Sep 8 - 10 2015 USD 1800.00SAP Newtown Square Oct 19 - 21 2015 USD 1800.00CA ET Virtual Classroom Nov 23 - 25 2015 CAD 1800.00

US ET Virtual Classroom Nov 23 - 25 2015 USD 1800.00

Duration3 days

Prerequistes Essential* None Recommended* Basic Knowledge of CRM processes in general* Knowledge of SAP ERP, in particular in the Sales and Serviceenvironment

DeliveryClassroom

Audience* SAP ERP as well as non-SAP Customers and decision makers considering an implementation of SAP CRM.* Customers, consultants, project managers and key users who need to get a comprehensive and integrative overview of the keycapabilities and processes of the SAP CRM solution

Content* Introduction to: -> Fundamentals and architecture of SAP CRM -> SAP CRM Marketing -> SAP CRM Web Channel (E-Commerce) -> SAP CRM Partner Channel Management -> SAP CRM Sales -> SAP CRM Interaction Center -> SAP CRM Service -> SAP CRM Field Applications -> SAP CRM Analytics -> Implementation & operation of SAP CRM

Goals* Analyze SAP CRM processes and functions in the marketing, sales and service area and the various interaction channels.* Evaluate integration aspects between SAP CRM and other components

Software* SAP EHP 2 for SAP CRM 7.0* SAP EHP 6 for SAP ERP 6.0

Notes* The course is structured using a case study of the functional and channel-oriented key areas and scenarios in SAP CRM.* The course includes demonstrations and exercises in the system.* This course is an introduction to SAP CRM, it does not explain how to set up (Customize) the scenarios that are shown.

Additional Information

CONTACT SAP

Course schedule and location information is available on your local country website, pleasecheck here for the latest information.

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Documents

CRM_ENT_G_2015-04