Customer Relationship Management (CRM) as a business strategy still places clients at the center of all activities. However, customers and their buying behavior have changed dramatically in the last decade, and CRM solutions have evolved accordingly. In this course you’ll learn why it’s almost impossible to run a successful business today with a CRM system from the past. We’ll demonstrate how today's Customer Engagement and Commerce solutions from SAP provide help to drive relevant, contextual experiences across all of your customers’ touchpoints in real time. As well as presenting the SAP Hybris solution portfolio, we’ll also focus on the necessary steps to plan and perform the required transition process, and how SAP can offer support here.
Self-paced
Language: English

Course information


Course Summary

Today, selling is more complex than ever. CRM as a business strategy still places clients at the center of all activities. However, customers and their buying behavior have changed dramatically in the last decade, and CRM solutions have evolved accordingly.
Learn how SAP can help you to transform your processes to meet both your company's goals and customer expectations through all channels.
SAP offers several CRM solutions to support your business, both cloud-based and on-premise. They are comprehensive and powerful tools to adapt your sales, service, and marketing processes to contemporary market demands.
In this course, you’ll learn about the solution portfolio, why it makes sense, and how you can move from your current SAP CRM installation into the future. Predefined services are just one of the ways we can help during this journey.

Course Characteristics

Course Content

Week 1: What SAP Offers
Week 2: Why It Makes Sense
Week 3: How to Get There
Week 4: Final Exam

Target Audience

  • Business decision makers in the areas of sales, service, social media, and marketing
  • Application and technology consultants
  • Enterprise and IT architects
  • System administrators and sponsors of currently running or former CRM applications
  • All others interested in SAP CRM, SAP Cloud for Customer, SAP Hybris Marketing, and SAP Hybris Commerce

Course Requirements

  • Basic knowledge of sales, service, and marketing processes
  • Basic knowledge of SAP CRM

Development Systems

This course doesn’t include hands-on exercises, only demos. At the end of the course, we’ll show you how you can access some demo trial systems.

About Further Content Experts

Ana Inácio

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Ana is a senior CEC consultant with a technical background. She has 9 years of experience in SAP solutions, especially CRM. Her recent focus has been on SAP Hybris Cloud for Customer and SAP Hybris Marketing. Ana also has experience in customer requirements analysis, full cycle implementations, and upgrade projects.

Course contents


  • Week 1:

    What SAP Offers
  • Week 2:

    Why It Makes Sense
  • Week 3:

    How to Get There
  • I Like, I Wish:

    We Love Your Feedback … And Want More
  • Final Exam:

    Good Luck!

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If you would like to enroll for this course, there are no formal prerequisites or limitations. The course is free and open for everyone. Just register for an account on openSAP and go for the course!

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This course was held from Sep 14, 2016 through Oct 13, 2016.

11863 learners enrolled.

Rating


This course was rated with 4.12 stars in average from 866 votes.

Certificate Requirements


  • A record of achievement is issued to those who have earned more than 50% of the maximum number of points for the sum of all graded assignments. Find out more in the certificate guidelines.
  • A confirmation of participation is issued to those who have completed at least 50% of the course material. Find out more in the certificate guidelines.

This course is offered by


Christian Palzenberger

Christian Palzenberger is a support architect working in the SAP Global Service & Support – Enterprise Support & Premium Engagements organization.

During his 11 years at SAP he has worked with several different customers, supporting them to optimize their SAP implementations and build roadmaps for their future transformation.

David Caskel

David Caskel is a CRM solution architect, and has been working as a consultant on the implementation of SAP CRM Sales and Marketing solutions for more than 15 years. He has also been involved in training development, and has worked as an instructor for various-CRM related trainings.

David has recently focused on trade management scenarios in the consumer industries sector.

Tisha Bocian

Tisha Bocian is a senior director for Customer Engagement & Commerce for Global Accounts. She has more than 15 years of experience in customer-focused roles, including pre-sales, sales management, and partner enablement.

With wide enterprise knowledge, Tisha helps companies to expand, innovate, and drive growth with the right customer engagement solutions.

https://www.linkedin.com/in/tishabocian

Oliver Frick

Oliver Frick is a product manager for SAP CRM. He manages the SAP CRM roadmap and helps customers to adopt the latest innovations in SAP CRM like SAP HANA, SAP Fiori, SAP Hybris, and much more.

https://de.linkedin.com/in/oliver-frick-7a241b1

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