Traditional CRM tools are fast becoming obsolete. They often don’t have the necessary breadth to satisfy the growing demand for omnichannel customer engagement. What businesses need is a comprehensive approach to engage with customers consistently, across all touchpoints and functional activities, not just via stovepipe solutions for e-commerce, point-of-sale, marketing, social media, sales force automation, or customer service in isolation.
This course will give you detailed insight into SAP Hybris solutions, and you’ll see how SAP Hybris is reshaping Customer Engagement & Commerce (CEC) as a new software category beyond traditional CRM. In various demos and system exercises, you can experience how these solutions help to improve sales, enhance brand loyalty, optimize customer service, and increase marketing performance in the new digital age and along the customer journey. In addition, you’ll learn how SAP Hybris solutions can be adapted and integrated within the SAP Hybris front office and to back-office systems like SAP ERP or SAP S/4HANA.
The content of this course is brand new and also serves as enablement material for the SAP Hybris field organization and for our partners (as “SAP Hybris Experience Workshop”). Due to its popularity, you can now access the content via openSAP.
Please note: Weeks 2 and 3 contain additional units, and you’ll need more time to complete the content.
Week 1: SAP Hybris Strategy & Commerce
Week 2: SAP Hybris Billing & Marketing
Week 3: SAP Hybris Sales & Service
Week 4: SAP Hybris Integration & Technology
Week 5: Final Exam
You need no previous knowledge or technical background to participate in this course.
This course is based on multiple online lectures. Throughout the course, you’ll have the possibility to gain hands-on experience in SAP Hybris solutions by performing exercises in SAP Hybris Commerce, Marketing, and Cloud for Customer. There are no prerequisites for doing this. The systems are free-of-charge.
Matthias Heid is a solution manager for SAP Hybris Commerce, focusing on Customer Experience and Product Content Management capabilities within the SAP Hybris Commerce suite. In his previous positions he supported clients in developing visions for their next generation sales, service, and marketing processes.
He is also a tutor in Customer Relationship Management at a private university and a blogger on eCommerce and marketing topics on several social media channels.
Nick Milani is a solution expert for SAP Hybris Billing. After spending several years working in Australia and Europe, he recently relocated to Palo Alto. Nick is responsible globally for the go-to-market of SAP Hybris Billing in the cloud and key industries. He has a deep technical knowledge with a strong customer focus. His industry experience is vast, with many engagements in telecommunications, banking, postal, and transport/logistics.
Chris Dircks is a director in the Solution Management team responsible for SAP Hybris Marketing. He has more than 15 years of experience in marketing intelligence and execution.
With his broad knowledge of contextual marketing and customer engagement, he is a preferred partner and trusted advisor for customers, partners, and SAP colleagues when discussing product direction and the future development strategy for SAP’s Marketing solutions.
Marco Flores is a global VP of Customer Engagement Solutions at SAP Hybris. He has spent the last 17 years in the enterprise software business, ten of which have been with SAP. Marco has held various roles and leadership positions in strategy, operations, pricing, business development, and product and solution management. He has traveled extensively across the globe, helping customers and partners improve their customer engagement strategies and evangelizing the CEC message.
Simon Dechent joined the SAP Hybris Industry Solutions team as a CEC industry principal for retail/consumer industries. Most recently, Simon was the Cloud for Customer Product Management lead for the Asia Pacific, Japan and Greater China region. Customer success and internal/external enablement are part of his daily work. Simon’s functional areas of focus are Cloud for Sales including Retail Execution, Mobile, Cloud for Service / Social Engagement.
Werner Schmidt is a director of solution and strategy, SAP Hybris Service, focusing on delivering superior service management expertise to customers and partners. He has been at SAP for more than 19 years, working in the service management area of CRM. With his broad knowledge about SAP service solutions and his deep understanding of service business processes, Werner is a preferred partner and trusted advisor for customers, partners, and SAP colleagues when discussing product direction and the future development strategy for SAP service management solutions.
Vikas Venugopal is a director of Solution Management at SAP Hybris. He is responsible for strategy, direction, and go-to-market for SAP Hybris Marketing (specializing in digital marketing), SAP Hybris Marketing, loyalty option, and SAP Hybris Profile.
This course was held from Jun 20, 2016 through Jul 26, 2016.
10362 learners were enrolled on day 1 of the course.
When the final exam ended, this number had increased to 15046.
28323 learners enrolled.
This course was rated with 4.24 stars in average from 1753 votes.
Find out more in the certificate guidelines.
Marcus Rübsam is the senior vice president of Solution Management for SAP Hybris. He is responsible for global solution strategy, product definition, and go-to-market activities for the Customer Engagement & Commerce solution portfolio. The global Solution Management organization includes solution experts for marketing, sales, service, billing, and commerce.
Marcus has an extensive track record of leading Sales & Marketing organizations for B2B and B2C – including sales, brand management, marketing communications, product marketing, and business development. Prior to his current role, he held a number of other strategic positions within SAP, including vice president and general manager for Line-of-Business Marketing solutions, director of Small Medium Enterprise Marketing (SME), and director of Integrated Marketing Communications EMEA Central.
Sven Feurer is a senior member of the Solution Management and Strategy team for SAP Hybris. He has more than 10 years of experience in SAP Business Suite, SAP CRM, SAP Hybris Cloud for Customer, and SAP HANA Cloud Platform, focusing particularly on architecture, technology, and integration. For years, Sven has been driving rollout activities to customers and partners in the context of SAP Hybris solutions, as well as supporting long-term customer relationships and strategic business development.