CUSTOMER JOURNEY ROADMAP
High-level planning and preparation are done at the outset of a project. As a consultant, you may gather a client’s
business and technical input information. Gathering information doesn’t have to be complicated; however, the
information you collect must be accurate and precise. Using the provided scenario, you can find the pertinent
information.
Projects may be complex and involve several stakeholders, each of whom has different roles and responsibilities.
Businesses exist in a dynamic environment that directly influences how they operate and whether they will achieve
their objectives. Business environments are composed of numerous organizations and forces that affect operations.
For example, the environment includes political, legal, economic, and technological factors.
Implementation has different starting points for each individual client. For example, client A may be new to SAP,
while client B may still use a legacy SAP system, and client C may have a mature SAP landscape that you need to
prepare to simplify and transform.
The project team must be brought on board, trained, and begin transition preparation and planning.
Use this template to outline your Customer Journey Roadmap Plan. We have completed the OVERVIEW section for
you as an example. You will use elements of this plan in your customer presentation slide deck.
OVERVIEW (Example)
Briefly describe the goals and scope of the project.
RenewAgra is acutely aware of the fact that its three businesses use widely divergent data management systems.
CropCo has been using a relatively outdated system for many years. TransCrop has a large logistical network
supporting interconnectedness between distant employees. EnvoData has the most advanced systems in the
company, with a full SAP S/4Hana suite, SAP Analytics on-premise solution, and an SAP Fiori UX. The project is
intended to address the issue of interconnectedness and modernization of the three businesses.
Immediate goals:
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Replace CropCo Excel data management with a solution that provides access for all three businesses.
Integrate data management across the entire company so there is a “single source of truth.”
Provide a secure means for CropCo engineers to share data
Long-term goals:
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Maintain high quality global data in a single user interface for internal services and external customers.
Provide a fully mobile data access and analytics platform enabling the company and its customers to access
and track data in real-time.
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Explore the use of drones for land analysis, local IoT connection, predictive analytics, and access to realtime conditions.
Business and Technical Requirements (Complete Task 1 Activities.)
Summarize business and technical requirements. Consider business processes, technology tools and applications,
as-is and to-be states, and the questions you will ask.
Activity 1: Briefly describe the services provided by the three businesses that make up RenewAgra.
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CropCo: CropCo is a crop services business that provides services to farmers, including planting, processing,
and distribution of cereals (corn and wheat) and sugar (sugar cane and sugar beets). They own large processing
plants and operate in the US, Brazil, Mexico, and India.
TransCrop: TransCrop offers transportation and commodities trading services for farmers. They transport and
export cereals, grains, sugar, and rice using their fleet of trucks, ships, and railcars. They also have a specialized
trading system for commodities trading. TransCrop operates in the US, Mexico, Brazil, and India.
EnvoData: EnvoData focuses on selling data to farmers using advanced monitoring technology. They provide
data related to crop management, including satellite imagery, field and crop rotation conditions, real-time
meteorology, and agricultural process analysis. They also have a research and development (R&D) division that
develops new technologies and patents related to crop production. EnvoData is headquartered in Germany and
operates in Germany and the US.
Activity 2: Identify one area for each of the three businesses that could be improved with anSAP Solution. Consider
the level of technical sophistication of each business.
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CropCo: CropCo's outdated data management system and manual processes can be improved with an SAP
Solution, particularly in areas such as reporting, asset management, and supply chain management.
Implementing an integrated SAP system can streamline their operations, improve data accuracy, and provide
better visibility into their processes.
TransCrop: TransCrop's logistical network and communication between employees can benefit from an SAP
Solution. A comprehensive SCM (Supply Chain Management) system can help optimize their fleet management,
track transportation activities, and improve communication and coordination between different stakeholders
involved in the transportation and trading processes.
EnvoData: While EnvoData already has advanced systems in place, they can further enhance their data
management and analytics capabilities with an SAP Solution. Implementing SAP Analytics tools and integrating
them with their existing SAP systems can improve data cleansing, analysis, and reporting processes, enabling
more accurate and efficient data-driven decision-making. Activity 3: RenewAgra’s businesses operate in several
countries. List two types of regulations that could differ from country to country or affect these businesses.
Regulatory requirements for crop cultivation and processing: Each country may have specific regulations and
standards for crop cultivation, processing, and distribution. Compliance with these regulations, such as pesticide
usage, environmental protection, and food safety standards, would vary across different countries and impact the
operations of RenewAgra's businesses.
Transportation and trade regulations: International transportation and trade regulations can differ between
countries, affecting the movement of goods and commodities across borders. Customs regulations, import/export
restrictions, tariffs, and documentation requirements can vary, posing challenges to TransCrop's transportation
and trading activities across different countries.
Activity 4: List four questions you would ask the customer that would clarify their business needs.
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What are the specific pain points or challenges you currently face in your business operations related to data
management, reporting, asset management, and supply chain management?
How do you envision an integrated SAP Solution addressing these pain points and improving the efficiency and
effectiveness of your operations?
Can you provide more details about the regulatory and compliance requirements in the countries where your
businesses operate? How do you currently handle these requirements, and how would you like an SAP Solution
to support your compliance efforts?
4.
What are your expectations regarding the implementation timeline, budget, and resources for integrating SAP
systems across your businesses? Are there any specific constraints or considerations we should be aware of?
Stakeholders and Partners (Complete Task 2 Activities.)
Stakeholder analysis can help gain the knowledge and support of key organizational players, achieve alignment
among stakeholders on goals and plans, and address potential problem issues early in the project. You may
categorize stakeholders in terms of their influence, interest, and level of participation in your project. Look for the
needs and potential problem areas of different stakeholders. An SAP Partner can help by sharing expert advice on
managing various project issues. You can locate partners using the SAP Partner Finder.
Activity 1: List the key stakeholders you might include in your meetings and workshops. Your list should
include at least four stakeholders.
1. RenewAgra's executive leadership team: They provide strategic direction, make key decisions, and
allocate resources for the implementation of SAP solutions.
2. Business unit managers from CropCo, TransCrop, and EnvoData: They can provide insights into
specific business needs, pain points, and operational requirements.
3. IT department representatives: They are responsible for managing the company's IT infrastructure
and can provide technical expertise and support during the implementation of SAP systems.
4. Key employees from different functional areas: Including operations, logistics, finance, and data
management, they can provide input regarding their specific needs and workflows. Activity 2:
Analyze the stakeholders on your list in terms of interest, influence, and level of participation in the
project.
Stakeholder
Executive leadership team
Interest
High
Influence
High
Level of Participation
Active involvement
indecision-making and
resource allocation
Provide technical expertise
and support during
implementation
Business unit managers
High
High
IT department representatives
Moderate
Moderate
Provide technical expertise and
support during implementation
Key employees from different
functional areas
Moderate
Low to
Moderate
Provide input regarding
their needs and participate
in user testing/training
Activity 3: Using the SAP Partner Finder, locate and select a partner that could provide expert advice on
managing various project issues.
Based on the provided information, the SAP Partner Finder should be used to locate and select a partner
that can provide expert advice on managing various project issues.
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Activity 4: Provide a brief explanation about why you chose this partner. The choice of the partner would
depend on the specific requirements and project issues identified in the previous activities. Using the
SAP Partner Finder, a partner can be selected based on their expertise in areas such as SAP
implementation, data management, supply chain management, and agriculture industry solutions. It is
important to choose a partner who has experience working with multinational companies, understands
the complexities of the agricultural sector, and can provide tailored solutions to address RenewAgra's
unique needs and challenges.
Business Environment (Complete Task 3 Activities.)
Early in the customer engagement process, you will consider the environment in which the business operates. For
example, is the business environment highly regulated, or does the US Federal Drug Administration (FDA) exert
significant control over the products? Do they operate in an environment with little oversight? You might also focus
on legal compliance in a highly regulated environment.
Task 3: Analyze the Business Environment Activity 1: Briefly describe two of the business analysis tools
mentioned in this course.
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SWOT Analysis: SWOT (Strengths, Weaknesses, Opportunities, Threats) Analysis isa tool used to
assess the internal and external factors influencing a business. It helps identify the organization's
strengths and weaknesses and identifies opportunities and threats in the market or industry. SWOT
analysis provides a holistic view of the business environment and aids in strategic decision-making.
PESTLE Analysis: PESTLE (Political, Economic, Sociocultural, Technological, Legal, Environmental)
Analysis is a framework used to analyze the external macro-environmental factors that can impact a
business. It helps identify the political, economic, social, technological, legal, and environmental
factors that may affect the business operations and decision-making. PESTLE analysis provides
insights into the broader business environment and assists in identifying risks and opportunities.
Activity 2: Use the PESTLE Analysis tool to analyze CropCo.
Using the PESTLE Analysis tool, analyze CropCo's business environment by considering the following
factors:
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Political: Government regulations and policies related to agriculture, subsidies, trade agreements,
and land ownership rights.
Economic: Global and regional economic conditions, market demand for cereals and sugar, price
fluctuations, inflation rates, and currency exchange rates.
Sociocultural: Consumer preferences and trends, dietary habits, awareness of sustainable farming
practices, and changing food consumption patterns.
Technological: Advancements in crop production techniques, machinery, automation, and
digitalization of farming practices.
Legal: Environmental regulations, food safety standards, labor laws, intellectual property rights, and
compliance requirements.
Environmental: Climate change impacts, natural disasters, availability of water resources, soil quality,
and environmental sustainability practices in agriculture.
Activity 3: Use the PESTLE Analysis tool to analyze TransCrop.
Using the PESTLE Analysis tool, analyze TransCrop's business environment by considering the following
factors:
Political: Trade policies, import/export regulations, tariffs, and political stability in thecountries of
operation.
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Economic: Global and regional economic conditions, market demand for cereals, grains, sugar, and
rice, fluctuating commodity prices, and transportation costs.
Sociocultural: Consumer preferences for food products, dietary habits, cultural norms influencing
food choices, and demand for sustainable and ethically sourced products.
Technological: Advancements in transportation and logistics technologies, digital platforms for
commodity trading, and real-time monitoring of supply chains.
Legal: Transportation regulations, customs procedures, labor laws, contractual agreements with
farmers, and compliance requirements.
Environmental: Environmental impact of transportation activities, carbon footprint, sustainability
practices in logistics, and potential disruptions due to climate change.
Activity 4: Use the PESTLE Analysis tool to analyze EnvoData. Using the PESTLE Analysis tool, analyze
EnvoData's business environment by considering the following factors:
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Political: Government policies and regulations related to data privacy, intellectual property rights,
and data sharing.
Economic: Market demand for data analytics services, investment in agricultural research and
development, and funding for innovative technologies.
Sociocultural: Adoption of advanced technologies in agriculture, farmer acceptance of data-driven
approaches, and awareness of environmental sustainability.
Technological: Advancements in data analytics, satellite imagery, drone technology, Internet of
Things (IoT), and cloud computing.
Legal: Data protection regulations, intellectual property rights, licensing agreements, and compliance
with data privacy laws.
Environmental: Impact of climate change on crop management, environmental monitoring
technologies, and the need for sustainable farming practices.
SAP Products and Solutions (Complete Task 4 Activities.)
A customer will typically have one or more requirements. Some of the most common requirements are related to the
client’s need to buy, sell, ship, hire and pay. During customer engagement, the consultant’s task is determining the
main requirements and the capabilities needed for solutions. It is important that these solutions provide business
value for the client. You may be able to find an existing solution in the SAP Cloud Appliance Library. The SAP
Cloud Appliance Library allows you to set up a demo environment for an SAP product.
Task 4: Apply SAP Products and Solutions Activity 1: Identify four customer pain points and briefly
explain how they could be remedied by an SAP solution.
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1. Inefficient data management systems: RenewAgra's businesses currently use divergent data
management systems, leading to inefficiencies, data inconsistencies, and difficulty in generating
accurate reports. Implementing an SAP Enterprise Resource Planning (ERP) solution can provide a
unified platform for data management, streamlining processes, and ensuring data integrity across
the organization.
2. Lack of real-time visibility and transparency in supply chain operations: TransCrop faces challenges in
tracking and managing the movement of its trucks and coordinating activities with customers. By
implementing SAP's Supply Chain Management (SCM) solutions, RenewAgra can gain real-time
visibility into its supply chain, enabling efficient planning, monitoring, and collaboration with
customers and suppliers.
3. Limited access to land data and analytics for farm customers: RenewAgra aims to provide its farm
customers with a mobile data access and analytics platform. SAP's Agricultural Management solution
can enable the collection, analysis, and visualization of land data, providing farmers with real-time
insights for improved decision-making and crop management.
4. Inefficient inventory management and forecasting: CropCo needs to improve its inventory
management and forecasting processes to optimize production and meet customer demand. SAP's
Advanced Planning and Optimization (APO) solutions can help enhance demand forecasting
accuracy, optimize inventory levels, and improve overall production planning and scheduling.
SAP Team Training Strategies (Complete Task 5 Activities.)
Team members will need training, especially on new products. For example, team members may need to complete
certifications for SAP products they will use on the project. The project training strategy provides team members
with a learning path for acquiring the skills and knowledge needed to complete the project successfully.
Task 5: Design SAP Team Training Strategies
Activity 1: Based on the case study, briefly describe three types of training that would be beneficial for
your team on this project. Consider what might inspire confidence and trust for the customer, enhance
team communication and collaboration, and improve knowledge of team members.
1. SAP Solution Training: Training on specific SAP solutions relevant to the project, such as SAP ERP,
SCM, and Agricultural Management, would be essential to equip the team with the necessary
technical skills and knowledge to configure and implement the systems effectively.
2. Cross-functional Training: Conducting cross-functional training sessions would facilitate better
communication and collaboration among team members from different departments. This training
would help team members understand each other’s roles, workflows, and requirements, fostering a
collaborative environment for problem-solving and decision-making.
3. Customer Relationship Management (CRM) Training: Training the team on CRM principles and best
practices would enable them to effectively manage customer relationships throughout the project.
This training would focus on enhancing communication, understanding customer needs, and building
trust and confidence through excellent customer service.
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Activity 2: Briefly explain how training needs could be identified for each team member. To identify
training needs for each team member, the following approaches can be adopted:
1. Individual Assessments: Conducting individual assessments or interviews with team members to
understand their existing knowledge, skills, and areas where they may require additional training or
support.
2. Job Analysis: Analyzing the roles and responsibilities of each team member and identifying the skills
and knowledge required to perform their job effectively. This analysis can help identify gaps in their
current skill set and training needs.
3. Team Discussions: Facilitating team discussions or brainstorming sessions where team members can
openly share their challenges, concerns, and areas where they feel additional training would be
beneficial. This collaborative approach allows team members to support each other and identify
shared training needs.
4. Feedback and Evaluation: Regularly seeking feedback from team members and evaluating their
performance throughout the project can provide insights into areas where they may require
additional training or skill development. By combining these approaches, the training needs of each
team member can be identified, and tailored training programs can be designed to address their
specific requirements.
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