SAP Customer Engagement and Discovery from Coursera

SAP Customer Engagement and Discovery is the third course in the SAP Technology Consultant Professional Certificate program. The course introduces you to SAP Activate methodology and teaches you how to engage with customers and work with them in exploring how to achieve their transformation goals.

You’ll learn how to gather information and insights about a customer’s business, technology, and data. You’ll investigate SAP’s fit-to-standard analysis approach. You’ll consider how to accurately understand and assess a client’s needs. And you’ll look at SAP’s Customer Journey Roadmap, which includes how to identify and communicate the value of a solution to stakeholders and get signoff.

By the end of this course, you will be able to:

Describe the key elements of the SAP Activate methodology and Customer Engagement Model.

Explain the program planning and set up activities for a typical SAP customer project.

Explain what a technology consultant does in the Customer Engagement and Discovery phase of SAP projects.

Explain how to gather relevant information and insights about customer strategy, objectives, processes, technology, and data.

Describe how to conduct discovery workshops and interviews.

Explain SAP's fit-to-standard approach and key preparation activities and develop a Customer Journey Roadmap.

Identify and communicate the business value of a proposed SAP solution.

What's inside

Syllabus

Introduction to SAP Customer Engagement and Discovery

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.

Gathering Customer Information and Insights

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.

Preparing for Solution Analysis and Design

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.

Communicating Business Value and Seeking Signoff

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.

Hands-on Project

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.

Good to know

Know what's good

, what to watch for

, and possible dealbreakers

Explores SAP Activate Methodology, which is used industry-wide for enterprise tech clients

Teaches SAP's fit-to-standard analysis approach, which is critical for optimizing fit-to-need solutions

Builds a strong foundation for an entry-level or junior SAP Technology Consultant

Instructor is an expert in the field and recognized in the industry

Prerequisites may exclude learners without ample foundational business and technical knowledge

Activities

Be better prepared before your course. Deepen your understanding during and after it. Supplement your coursework and achieve mastery of the topics covered in SAP Customer Engagement and Discovery with these activities:

Review Basic Data Modeling Concepts

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Strengthens students' understanding of data modeling concepts, which are essential for effective SAP implementations.

Browse courses on Data Modeling

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Review materials on data modeling concepts, such as entities, attributes, and relationships.
Practice creating Entity-Relationship Diagrams (ERDs) to represent data structures.
Discuss data modeling best practices and common challenges.

Organize and Review Course Materials

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Helps students stay organized and retain the information covered in the course.

Browse courses on Note-Taking

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Create a system for organizing notes, assignments, and other course materials.
Regularly review and summarize the course materials to reinforce learning.

Form a Study Group for Collaborative Learning

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Encourages students to work together to reinforce their understanding and identify areas for improvement.

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Find classmates with similar interests and learning styles.
Establish regular meeting times and a study schedule.
Collaborate on assignments, discuss course concepts, and provide feedback to each other.

Five other activities

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Read The Innovator's Dilemma: When New Technologies Cause Great Firms to Fail

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Provides context and background on the challenges of technology and transformative change.

View The Disruptive Innovation Set (2 Books) on Amazon

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Read the book, taking notes on key concepts and insights.
Summarize the main arguments and examples from the book.
Consider how these concepts apply to the SAP Customer Engagement and Discovery process and the broader technology industry.

Complete the SAP Activate Methodology Overview Tutorial

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Introduces the core principles and phases of the SAP Activate methodology.

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Access the SAP Activate Methodology Overview Tutorial.
Follow the tutorial modules and complete the exercises.
Take notes on the key concepts and best practices.

Attend SAP Community Events or Webinars on Customer Engagement

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Provides opportunities to connect with professionals in the field and stay updated on industry best practices.

Browse courses on Networking

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Identify relevant SAP community events or webinars.
Attend the events, actively participate in discussions, and connect with others.
Follow up with new connections and engage in ongoing discussions.

Conduct Discovery Interviews with Simulated Clients

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Provides hands-on practice in conducting discovery interviews to gather customer requirements.

Browse courses on Stakeholder Engagement

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Prepare interview questions based on the SAP Customer Engagement and Discovery framework.
Role-play discovery interviews with classmates or colleagues, taking on both customer and consultant roles.
Record and review the interviews, analyzing the effectiveness of the questions and techniques used.

Develop a Customer Journey Roadmap for a Sample Business Case

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Allows students to apply the concepts of customer journey mapping and value proposition to a real-world scenario.

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Select a sample business case or scenario.
Analyze the customer's business objectives, pain points, and desired outcomes.
Create a visual representation of the customer's journey, outlining key touchpoints and interactions.
Identify and articulate the value proposition of an SAP solution for the customer.
Present the Customer Journey Roadmap to the class or a peer review group.

Career center

Learners who complete SAP Customer Engagement and Discovery will develop knowledge and skills that may be useful to these careers:

Solution Architect

Solution Architects design and implement technology solutions to meet business needs. This course aligns with the Solution Architect role by providing an understanding of SAP's Activate methodology and Customer Engagement Model, which helps Solution Architects plan and execute SAP projects. Additionally, the course covers gathering customer information and insights, which is essential for Solution Architects to understand customer needs and design SAP solutions.

See salaries and explore the career path for Solution Architect

Systems Analyst

Systems Analysts work with users to analyze and improve business processes and technology systems. This course aligns with the Systems Analyst role by providing an understanding of SAP's Activate methodology and Customer Engagement Model, which helps Systems Analysts plan and execute SAP projects. Additionally, the course covers gathering customer information and insights, which is essential for Systems Analysts to understand customer needs and develop system improvements.

See salaries and explore the career path for Systems Analyst

Program Manager

Program Managers oversee the planning, execution, and closure of programs, which are groups of related projects. This course aligns with the Program Manager role by providing an understanding of SAP's Activate methodology, which helps Program Managers plan and execute SAP programs effectively. Additionally, the course covers gathering customer information and insights, which is essential for Program Managers to understand customer needs and develop program plans.

See salaries and explore the career path for Program Manager

Sales Engineer

Sales Engineers work with customers to identify their business needs and develop solutions to meet those needs. This course aligns with the Sales Engineer role by providing an understanding of SAP's Activate methodology and Customer Engagement Model, which helps Sales Engineers plan and execute SAP projects. Additionally, the course covers gathering customer information and insights, which is essential for Sales Engineers to understand customer needs and develop SAP solutions.

See salaries and explore the career path for Sales Engineer

Technical Architect

Technical Architects design and implement technology solutions to meet business needs. This course aligns with the Technical Architect role by providing an understanding of SAP's Activate methodology and Customer Engagement Model, which helps Technical Architects plan and execute SAP projects. Additionally, the course covers gathering customer information and insights, which is essential for Technical Architects to understand customer needs and design SAP solutions.

See salaries and explore the career path for Technical Architect

Project Manager

Project Managers oversee the planning, execution, and closure of projects. They ensure that projects are completed on time, within budget, and to the required quality standards. This course aligns with the Project Manager role by providing an understanding of SAP's Activate methodology, which helps Project Managers plan and execute SAP projects effectively. Additionally, the course covers gathering customer information and insights, which is essential for Project Managers to understand customer needs and develop project plans.

See salaries and explore the career path for Project Manager

Product Manager

Product Managers are responsible for the development and marketing of products. This course aligns with the Product Manager role by providing an understanding of SAP's fit-to-standard analysis approach, which helps Product Managers assess how well SAP products align with customer requirements. Additionally, the course covers communicating business value, which is essential for Product Managers to communicate the benefits of SAP products to stakeholders.

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Consultant

Consultants provide advice and guidance to organizations on how to improve their business processes and technology systems. This course aligns with the Consultant role by providing an understanding of SAP's Activate methodology and Customer Engagement Model, which helps Consultants plan and execute SAP projects. Additionally, the course covers gathering customer information and insights, which is essential for Consultants to understand customer needs and develop recommendations.

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Business Analyst

Business Analysts work with stakeholders to understand their business needs and develop solutions to improve business processes. This course aligns with the Business Analyst role by providing an understanding of SAP's fit-to-standard analysis approach, which helps Business Analysts assess how well SAP solutions align with customer requirements. Additionally, the course covers communicating business value, which is essential for Business Analysts to communicate the benefits of SAP solutions to stakeholders.

See salaries and explore the career path for Business Analyst

Change Manager

Change Managers help organizations implement and manage change effectively. This course may be useful for Change Managers by providing an understanding of SAP's Activate methodology, which can help Change Managers plan and execute SAP projects effectively.

See salaries and explore the career path for Change Manager

Data Analyst

Data Analysts collect, analyze, and interpret data to help organizations make informed decisions. This course may be useful for Data Analysts by providing an understanding of how to gather and analyze customer data, which can help Data Analysts provide insights to organizations about their customers.

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Software Developer

Software Developers design, develop, and implement software applications. This course may be useful for Software Developers by providing an understanding of SAP's fit-to-standard analysis approach, which can help Software Developers assess how well SAP applications align with customer requirements.

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IT Manager

IT Managers oversee the planning, implementation, and management of information technology systems. This course may be useful for IT Managers by providing an understanding of SAP's Activate methodology, which can help IT Managers plan and execute SAP projects effectively.

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Quality Assurance Analyst

Quality Assurance Analysts test and evaluate software applications to ensure they meet quality standards. This course may be useful for Quality Assurance Analysts by providing an understanding of SAP's Activate methodology, which can help Quality Assurance Analysts plan and execute SAP projects effectively.

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Trainer

Trainers develop and deliver training programs to help employees learn new skills and knowledge. This course may be useful for Trainers by providing an understanding of SAP's Activate methodology, which can help Trainers develop and deliver training programs on SAP products and services.

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