sap-crm-online-training

SAP – CRM Course Content

Overview:

SAP CRM (customer relationship management) is the integrated application software manufactured by SAP AG that targets business software requirements of midsize and large organizations in all industries and sectors. It easily facilitates the user mainly focus on the customer loyalty, value and profitability across the entire value chain using the front office and back office functionality that complements the industry specific processes.

Training Objectives of CRM:

SAP CRM providing a web based user interface which is unified across the CRM centric solutions that can be uniquely tailored comprehensively for the business users and covering all channels across the marketing, sales and service followed up with the embedded analytics and end-to-end, industry-specific processes and which can automates, manages and improves the customer relationship management in a company. It can run on the SAP Net Weaver platform.

Target Students / Prerequisites:

Students must have awareness on concepts in CRM business processes relating to Marketing, Vendors, Customers, Sales, Services, Web Clients and Customer Marketing Skills are required.

Solution Overview(Introduction)

  • Getting to know mySAP CRM
  • mySAP CRM – The complete solution
  • CRM architecture & Component integration
  • Key capabilities of mySAP CRM
  • Channels of interaction
  • Careers @ mySAP CRM 2007

Base Customization/Master Data (SAP CRM7.0 & SAP ECC 6.0)

  • Overview of CRM Server Technology
  • Account Management (Business Partner master)
  • Product master
  • Organization management
  • Territory management
  • Transactions processing
  • Items Categories
  • Activity management
  • Partner processing
  • Status Profile
  • Actions
  • Pricing fundamentals (ECC 6.0)
  • Condition technique and pricing procedure determination (ECC 6.0)

CRM 7.0 Web UI Configuration

  • Interface Overview
  • IC Business Role
  • Navigation bar Profile
  • Logical Links
  • Layout Profile
  • Technical Profile
  • Component Workbench

Marketing

  • Introduction
  • Marketing planning & Campaign management
  • Marketing Calendar
  • Marketing Analytics
  • Segmentation of business partners
  • Segment builder tool
  • Personalized mail forms
  • External list management
  • Product Proposal
  • Lead Management

Sales

  • The Sales cycle
  • Opportunity Management
  • Copying control
  • Process in Quotation and Order Management
  • Quotation Management
  • Order Management
  • Special Functions in Quotation and Order Management
  • Visit Planning
  • Contract Management
  • Status Management
  • Transactions processing
  • Partner processing

Service

  • Overview of CRM Service
  • Installed Base Management and Individual Objects
  • Service Agreements and Service Contracts
  • Service Plans
  • Service Order Management
  • Product Service Letters
  • Complaints and Returns Management
  • Warranty
  • Case Management

E-commerce (Internet Sales)

  • Introduction
  • B2B and B2c scenarios
  • Product catalog
  • Product proposals
  • Top n products
  • Cross selling
  • Up selling
  • Down selling

Customer Interaction Center (Web Client)

  • Interaction center overview
  • Framework and components
  • IC Web functions
  • Communication Architecture
  • Creating IC Business Role
  • Configuring profiles of IC Business Role
  • Account Identification Profile
  • Agent Inbox settings
  • Alert Modeling
  • Scripting
  • Category Modeler

Mobile Sales

  • Introduction
  • Architecture and setup
  • Administration console
  • Client console
  • Mobile application studio
  • Mobile repository server

Middleware

  • CRM Middleware Overview
  • Concepts of Middleware
  • Administration Console
  • Adapter Objects
  • Initial Load, Delta Load
  • BDocs and types of BDocs
  • BDoc Modeler
  • Data exchange between R/3 backend
  • Monitoring and Error handling