CRM ENTERPRISE

CRM ENTERPRISE

SAP Customer Relationship Management (SAP CRM) as part of the SAP Business Suite offers everything that companies require to drive a
profitable customer relationship manangement. The SAP CRM solution supports marketing, sales, and services processes through a variaty of
interaction channels and provides flexible and timely analyses as the basis for business decisions. The SAP CRM curriculum is structured along
these outlined key areas.
The overview course SAPCRM (Overview of the SAP CRM solution) is preceding the functional and channel oriented SAP CRM courses and
conveys 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 transaction
customizing, overview on Middleware) which are of relevance for all further courses.

CR100
CRM Customizing Fundamentals
Duration
5 days

Prerequistes
Essential
* Essential o SAPCRM Overview of the SAP CRM solution
Recommended o SCM600 Business Processes in Sales
Order Management

Location
MIC San Francisco
CA ET Virtual Classroom
US ET Virtual Classroom
CA ET Virtual Classroom
US ET Virtual Classroom
MIC Atlanta
CA ET Virtual Classroom

Dates
May 11 - 15 2015
Jun 8 - 12 2015
Jun 8 - 12 2015
Aug 24 - 28 2015
Aug 24 - 28 2015
Oct 26 - 30 2015
Dec 14 - 18 2015

Price
USD 3375.00
CAD 3375.00
USD 3375.00
CAD 3375.00
USD 3375.00
USD 3375.00
CAD 3375.00

US ET Virtual Classroom

Dec 14 - 18 2015

USD 3375.00

Recommended
* None

Delivery
Classroom

Audience
Content
* o CRM basic data: Account Management Organizational model Product master Customizing settings for each object o CRM
business transactions Overview of generic functions in business transactions Activity management Customizing for these objects o
Process control and determination Partner determination Actions Overview of pricing in CRM o CRM Billing o Basics concepts of
CRM 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 / Field
Applications 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 / Field
Applications nor specific Interaction Center functionality will be part of this course.

CR100E
CRM Customizing Fundamentals
Duration
1200 Min

Location
online

Dates
e-learning

Price
CAD 1111.00

online

e-learning

USD 1111.00

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

Delivery
E-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 Applications
nor specific Interaction Center functionality will be part of this course.

CR300
CRM Sales
Duration

Location

Dates

Price

5 days

MIC Atlanta

Oct 5 - 9 2015

USD 3375.00

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

Delivery
Classroom

Audience
* o Customers and members of the project team who want to gain further knowledge of the sales processes and scenarios that are
supported 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 o
Special functions in quotation and order management o Pricing in SAP CRM Sales o Contract management o Rebate processing o
Activity 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 relevant
Customizing settings.

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

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

CPE Credits: 40 Credits

CR600
CRM Marketing
Duration
5 days

Location
CA ET Virtual Classroom

Dates
Aug 10 - 14 2015

Price
CAD 3375.00

US ET Virtual Classroom

Aug 10 - 14 2015

USD 3375.00

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

Delivery
Classroom

Audience
* Customers and project team members who want to have greater knowledge of the functions and scenarios that are supported in SAP
CRM 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 industry
solutions.

CPE Credits: 40 Credits

CR700
CRM Service

5 days

Location
MIC Atlanta
CA ET Virtual Classroom

Dates
May 18 - 22 2015
Oct 26 - 30 2015

Price
USD 3375.00
CAD 3375.00

Prerequistes

US ET Virtual Classroom

Oct 26 - 30 2015

USD 3375.00

Duration

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

Delivery
Classroom

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 Service
agreements 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 Service
Management

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

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

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.

CPE Credits: 40 Credits

OCR70
OKP SAP Customer Relationship Management (CRM) 7.0
Duration

Location
Dates
Price
This Course Is Not Currently Scheduled.
For more information please contact education.northamerica@sap.com,

Prerequistes

or call +1-888-777-1727.

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

Delivery
E-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 SAPs Online Knowledge Products. Information regarding Online Knowledge Products and instructions on
how to access the Online Knowledge Products are available: http://service.sap.com/okp
* Course Length: ~ 180 hours
* All materials are online

OCR71
SAP EHP1 for SAP CRM 7.0
Duration

Location
Dates
Price
This Course Is Not Currently Scheduled.
For more information please contact education.northamerica@sap.com,

Prerequistes

or call +1-888-777-1727.

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

Delivery
E-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
Notes
* This content is provided by SAPs Online Knowledge Products. Information regarding Online Knowledge Products and instructions on
how to access the Online Knowledge Products are available: http://service.sap.com/okp
* Course Length: ~ 300 hours
* All materials are online

OCR72
SAP EhP2 for SAP CRM
Duration

Location
Dates
Price
This Course Is Not Currently Scheduled.
For more information please contact education.northamerica@sap.com,

Prerequistes

or call +1-888-777-1727.

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

Delivery
E-learning

Audience
* Solution and Technology Consultant

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
Notes
* This content is provided by SAPs Online Knowledge Products. Information regarding Online Knowledge Products and instructions on
how to access the Online Knowledge Products are available: http://service.sap.com/okp
* Course Length: ~ 56 hours
* All materials are online

OCR73
OKP SAP EhP3 for SAP CRM 7.0
Duration

Location
Dates
Price
This Course Is Not Currently Scheduled.
For more information please contact education.northamerica@sap.com,

Prerequistes

or call +1-888-777-1727.

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

Delivery
E-learning

Audience
* Solution and Technology Consultant

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
Notes
* This content is provided by SAPs Online Knowledge Products. Information regarding Online Knowledge Products and instructions on
how to access the Online Knowledge Products are available: http://service.sap.com/okp
* Course Length: ~ 56 hours
* All materials are online

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

720 Min

Location
Dates
Price
This Course Is Not Currently Scheduled.
For more information please contact education.northamerica@sap.com,

Prerequistes

or call +1-888-777-1727.

Duration

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

Delivery
E-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 key
capabilities 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 found
here .
* 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.

SAPCRM
Overview of the SAP CRM Solution
Duration
3 days

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

Location
CA ET Virtual Classroom
US ET Virtual Classroom
CA ET Virtual Classroom
US ET Virtual Classroom
CA ET Virtual Classroom
US ET Virtual Classroom
SAP Newtown Square
CA ET Virtual Classroom

Dates
Jun 1 - 3 2015
Jun 1 - 3 2015
Jul 13 - 15 2015
Jul 13 - 15 2015
Sep 8 - 10 2015
Sep 8 - 10 2015
Oct 19 - 21 2015
Nov 23 - 25 2015

Price
CAD 1800.00
USD 1800.00
CAD 1800.00
USD 1800.00
CAD 1800.00
USD 1800.00
USD 1800.00
CAD 1800.00

US ET Virtual Classroom

Nov 23 - 25 2015

USD 1800.00

Delivery
Classroom

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 key
capabilities 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.

CONTACT SAP
Additional Information
Course schedule and location information is available on your local country website, please
check here for the latest information.

50
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