SAP Customer Engagement and Discovery

所在平台: Coursera

课程主页: https://www.coursera.org/learn/sap-customer-engagement-and-discovery

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课程简介

课程名称：SAP 客户互动与发现 课程概述：SAP 客户互动与发现是 SAP 技术顾问专业证书项目中的第三门课程。本课程向您介绍 SAP Activate 方法论，并教授您如何与客户互动，探讨如何实现其转型目标。 您将学习如何收集有关客户业务、技术和数据的信息与见解。您将调查 SAP 的适合标准分析方法，并考虑如何准确理解客户需求。 课程大纲： 1. **引言：SAP 客户互动与发现** 本模块探讨 SAP 如何与客户进行互动，从机会阶段到项目设置。涵盖典型客户项目的计划和程序活动，包括战略、方法、角色与责任以及项目启动会议的召开。学习 SAP Activate 方法论的关键要素及其如何加速项目进展，了解技术顾问在互动与发现阶段的角色。 2. **收集客户信息与见解** 本模块介绍如何收集客户信息和见解，作为分析阶段的输入。探讨在商业或技术分析中可使用的指标或模型，以及通过发现研讨会、访谈、观察或调查等方式收集商业、数据和技术信息，最终利用所收集的见解评估客户的商业目标是否与当前组织相符。 3. **为解决方案分析与设计做准备** 本模块将准备分析和设计阶段，包括确保团队准备就绪以及配置环境和工具以运行适合标准的流程研讨会。探索 SAP 的适合标准分析方法，并与其他用于分析技术和商业环境的模型、框架和工具进行比较。 4. **传达商业价值与寻求签署** 本模块讲解如何识别和传达解决方案的商业价值给客户的主要利益相关者。学习在发现阶段记录您的发现和分析设计阶段的方法的最佳实践，制定客户旅程路线图，并探索如何寻求客户反馈与签署，以推动进入下一阶段。 5. **实践项目** 您将评估一个 SAP 客户案例研究，以了解客户的组织、商业目标和技术环境。根据评估说明，使用模板完成并提交客户旅程图计划，说明您将如何与其他 SAP 专业人士合作，为分析和设计阶段做好准备。随后，您将总结您的客户旅程图计划方法，形成简短的演示文稿或视频，向客户展示。最后，您将根据同行评审标准审阅两位同学的评估提交，实践学习成果。

课程大纲

Name:Introduction to SAP Customer Engagement and Discovery

Description:In this module we'll explore how SAP engages with customers, from opportunity stage to project set-up. We'll cover program and planning activities for a typical customer project including strategy, approach, roles and responsibilities and running a project kickoff session. We'll learn about the key elements of SAP's Activate Methodology and how it can accelerate project work. Finally, we'll look at what a Technology Consultant does in the engagement and discovery phase.

Name:Gathering Customer Information and Insights

Description:In this module we'll cover how to gather customer information and insights as inputs for the analysis phase. We'll look at metrics or models that can be used in business or technical analysis and ways to gather business, data and technical information including discovery workshops, interviews, observations or surveys. Finally, we'll use the insights we've gathered to assess whether the customer's business objectives are aligned with the current organization.

Name:Preparing for Solution Analysis and Design

Description:In this module we'll get ready for the analysis and design phase. This includes key preparation and technical set-up activities like ensuring the team is ready and configuring environments and tools to run fit-to-standard process workshops. We'll explore SAP's fit-to-standard analysis approach and compare it with other models, frameworks and tools used to analyse technology and business landscapes.

Name:Communicating Business Value and Seeking Signoff

Description:In this module we'll walk through how to identify and communicate the solution's business value to the customer's key stakeholders. We'll explore best practices for documenting your findings during discovery and your approach for the analysis and design phase in a Customer Journey Roadmap. We'll walk through how to identify and communicate the SAP solution's business value to the customer's key stakeholders, including how to seek customer feedback and signoff to move to the next phase.

Name:Hands-on Project

Description:You will assess an SAP Customer Case Study to understand the customer's organization, business objectives and technology landscape. Following the assessment instructions, you'll use a template to complete and submit a Customer Journey Map Plan explaining how you will collaborate with other SAP professionals to prepare the customer for the analysis and design phase. Then you'll summarize your Customer Journey Map Plan approach in a short precis or by recording a video to present to the customer. To put your learning into practice you'll review the assessment submission of two (2) peers using the peer review rubric provided.

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