Description

Introduction of Sales &Service Management in SAP CRM

The “Advanced Sales and Service Management in SAP CRM” training program is designed for SAP CRM consultants, administrators, and business analysts who are responsible for managing and optimizing sales and service processes within the SAP CRM environment. This course aims to provide in-depth knowledge and hands-on experience in configuring and managing advanced sales and service functions, enhancing customer engagement, and improving service delivery. Participants will learn how to leverage SAP CRM tools to automate sales operations, implement complex pricing models, manage service contracts, and utilize analytics for better decision-making.

Prerequisites:

To fully benefit from this training, participants should have:

• Basic understanding of SAP CRM fundamentals and architecture.
• Experience with SAP CRM navigation, configuration, and basic functionalities.
• Familiarity with SAP CRM Sales and Service modules.
• Basic knowledge of SAP ERP integration and SAP CRM middleware concepts.
• Understanding of business processes related to sales and customer service.

Table of Contents:

1: Overview of Advanced Sales and Service Management in SAP CRM

1.1 Introduction to SAP CRM Sales and Service Modules
1.2 Key Features and Benefits of Advanced Sales and Service Management
1.3 Overview of CRM Sales and Service Processes(Ref: Mastering AWS Database Migration Service (DMS) Strategies)
1.4 Understanding the SAP CRM Architecture and Integration Points
1.5 Setting Up the Training Environment
1.6 Hands-on Exercise: Navigating the SAP CRM Interface and Key Modules

2: Advanced Sales Order Management

2.1 Configuring Sales Order Management in SAP CRM
2.2 Managing Complex Sales Orders and Sales Contracts
2.3 Implementing Advanced Pricing Models and Discounts
2.4 Order Management for Configurable Products (Variant Configuration)
2.5 Best Practices for Sales Order Processing
2.6 Hands-on Exercise: Configuring and Processing Complex Sales Orders

3: Sales Planning and Forecasting

3.1 Overview of Sales Planning and Forecasting in SAP CRM
3.2 Configuring Sales Quotas and Targets
3.3 Using Sales Planning Tools: Product, Sales Organization, and Customer
3.4 Forecasting Techniques and Integration with SAP BW
3.5 Hands-on Exercise: Setting Up Sales Plans and Forecasts

4: Advanced Account and Opportunity Management

4.1 Advanced Account Management Strategies
4.2 Configuring and Managing Sales Opportunities
4.3 Leveraging Territory Management for Effective Sales Planning
4.4 Integrating Opportunity Management with Marketing Campaigns
4.5 Best Practices for Opportunity and Account Management
4.6 Hands-on Exercise: Configuring and Managing Accounts and Opportunities

5: Service Order and Contract Management

5.1 Overview of Service Management in SAP CRM
5.2 Configuring Service Orders and Service Contracts
5.3 Managing Service Level Agreements (SLAs) and Warranty Management
5.4 Advanced Resource Planning and Scheduling
5.5 Automating Service Processes and Workflows
5.6 Hands-on Exercise: Creating and Managing Service Orders and Contracts

6: Implementing Advanced Case and Interaction Management

6.1 Understanding Case and Interaction Management in SAP CRM
6.2 Configuring Complex Case Management Scenarios
6.3 Integrating Case Management with Service and Sales Modules
6.4 Automating Case Assignment and Resolution Processes
6.5 Best Practices for Managing Customer Interactions
6.6 Hands-on Exercise: Configuring Advanced Case Management Workflows

7: Utilizing SAP CRM Middleware for Sales and Service Integration

7.1 Introduction to SAP CRM Middleware and Its Role in Integration
7.2 Configuring Middleware for Data Exchange Between SAP CRM and SAP ERP
7.3 Synchronizing Master Data and Transactional Data
7.4 Troubleshooting and Monitoring Middleware Processes
7.5 Hands-on Exercise: Configuring Middleware Settings for Sales and Service Integration

8: Leveraging Analytics and Reporting in SAP CRM

8.1 Overview of Analytical Tools in SAP CRM
8.2 Configuring Interactive Reports and Dashboards for Sales and Service
8.3 Integrating SAP CRM with SAP BW and SAP Analytics Cloud
8.4 Using Analytics to Drive Sales and Service Performance
8.5 Hands-on Exercise: Creating Analytical Reports and Dashboards in SAP CRM

9: Enhancing Customer Engagement with SAP CRM

9.1 Overview of Customer Engagement Tools in SAP CRM
9.2 Utilizing Customer Segmentation and Targeting for Sales and Service
9.3 Configuring Marketing Automation for Lead Generation and Nurturing
9.4 Implementing Loyalty Programs and Customer Retention Strategies
9.5 Hands-on Exercise: Setting Up Customer Engagement and Marketing Campaigns

10: Best Practices, Troubleshooting, and Optimization

10.1 Best Practices for Advanced Sales and Service Management in SAP CRM
10.2 Troubleshooting Common Issues and Performance Tuning
10.3 Strategies for Optimizing Sales and Service Processes
10.4 Conducting Regular System Audits and Health Checks
10.5 Hands-on Exercise: Performing a System Audit and Optimization Review

11: Capstone Project and Real-World Application

11.1 Capstone Project: Designing and Implementing a Comprehensive Sales and Service Solution
11.2 Integrating Sales and Service Modules
11.3 Automating Sales and Service Processes
11.4 Utilizing Analytics for Performance Improvement
11.5 Case Studies: Real-World Scenarios and Solutions
11.6 Hands-on Exercise: Completing and Presenting the Capstone Project

12: Certification Preparation and Next Steps

12.1 Preparing for SAP Certified Application Professional – CRM Sales and Service Exam
12.2 Review of Key Concepts and Best Practices
12.3 Study Tips and Resources for Certification Exams
12.4 Exploring Further Learning Opportunities in SAP CRM and Related SAP Modules
12.5 Course Wrap-Up and Feedback
12.6 Final Q&A and Course Completion

Conclusion

By the end of this training, participants will have a comprehensive understanding of advanced sales and service management in SAP CRM. They will be equipped with the skills and knowledge to configure, manage, and optimize complex sales and service processes, preparing them for real-world implementation and SAP certification.

Reference