SAP Business ByDesign Customer Relationship Management

This course focuses on customer-engaging scenarios in marketing, sales, and service, including invoicing, pricing, and analytics in SAP Business ByDesign. The integration with project management, logistics, purchasing, and financials is also discussed. The course provides insights on managing teams, planning, and tracking marketing activities, order-to-cash scenarios, contract management, selling material products, selling and executing standardized services, field service and repair, invoicing, pricing, tax, organizational and master data setup, and cross-topics like mobility, customer analytics, and integration to 3rd party solutions. System demonstrations are provided to apply the learning to daily work activities.

• CRM and Marketing Overview
• Introduction to SAP Business ByDesign and ByDesign CRM
• Overview of SAP Business ByDesign CRM
• Managing Customer Engagement for Marketing, Sales, & Service Teams
• Marketing Overview
• Target Groups and Campaigns
• Direct Mail Campaigns
• Marketing Success and Follow-Ups
• Downloads
• Assignment Week 1
• Selling Products
• Order-to-Cash Overview
• Master Data Basics
• Sell from Stock
• Contract Management
• Over-the-Counter Sales
• Customer Returns
• Downloads
• Assignment Week 2
• Selling and Executing Services
• Overview of Selling and Executing Services
• Selling Standardized Services
• Contract Management for Services
• Request to Resolve
• Field Service and Repair
• Third-Party Field Service and Repair
• Downloads
• Assignment Week 3
• Invoicing, Pricing, and Tax
• Overview of Customer Invoices
• Customer Invoicing – Advanced
• Pricing Overview
• Pricing – Advanced
• Taxes
• Rebate Management
• Downloads
• Assignment Week 4
• Organization, Products, Business Partners, & Integration
• External Tax Rate Determination for the United States
• Output Options and Configuration
• Approvals in the Sales Process
• Mobility, Groupware, and Collaboration
• Customer Analytics
• Customer Engagement and Commerce Integration
• Downloads
• Assignment Week 5