SAP CRM

SAP customer relationship management (ERP CRM) empowers you to manage all of your customer related data and contacts. courses for SAP CRM will show you how to leverage functionality for the full spectrum of CRM processes -- including sales, service, marketing, and operation.

Armed with an understanding of the comprehensive functionality in SAP CRM, you can manage the entire customer life cycle efficiently and intelligently. more than ever, in today's challenging business environment, best-run companies are staying focused on their most valuable assets - their customers. companies seek to retain their best customers and maximize the effectiveness of every customer interaction - whether it's sales, service, or marketing.

Who Should Attend:

sales, marketing, BPO, IT professionals, project team members, consultants, IT support staff.

Course Content:

• CRM Overview and Architecture
• • Overview and Introduction
• • Foundation & Architecture of SAP CRM
• • SAP CRM Analytics
• • SAP CRM Marketing
• • SAP CRM E-Commerce
• • SAP CRM Channel Management
• • SAP CRM Sales
• • SAP Interaction Center
• • SAP Service
• • SAP Field Applications (with focus on Mobile Service)
• • SAP CRM for Industries
• • Integration with other SAP suite of modules
• CRM Base Customizing
• • Business partner
• • Organizational model
• • Product master
• • Overview of generic functions in business transactions
• • Transaction type and item category customizing for these objects.
• • Actions
• • Partner Processing
• • Pricing Fundamentals
• • CRM Billing
• • Number Range Assignment
• • Maintaining Categories and Hierarchies for products
• • Status Management
• SAP CRM Marketing
• • Marketing Planning and Campaign Management (Marketing Planner, Product Selection, Partner Functions, Generic Actions, Campaign Execution)
• • Marketing Calendar
• • Customer Segmentation
• • External List Management
• • Lead Management
• • Marketing Analytics
• SAP CRM Sales
• • Activity Management
• • Opportunity Management
• • Territory Management
• • Quotation Management
• • Sales Order Management
• • Sales Contract Management
• SAP CRM Service
• • Individual Objects
• • Categorization Schema
• • Service Tickets, Incidents & Complaints
• • Service Order Management
• • Repair Order Management
• CRM Web Client UI
• • Using the new CRM Web UI
• • Business Roles
• • View Configuration
• • Work Centers, Navigation links
• • Personalization
• CRM Customer Interaction Center(CIC)
• • Agent functions and processes in the IC
• • Define CIC Profile and Customer-Specific Workspaces
• • Define Front-office framework
• • Component Configuration
• • Action Box Configuration
• • CTI Configuration
• Middleware settings
• • Middleware connections to R/3, APO and CRM
• • CRM Business Partner - CRM Middleware
• • CRM Middleware – Sales and Billing
• • Basic concepts of CRM middleware
• • Replication administration
• • Monitoring & handling
• • Architecture landscape
• • Client Implementation Case Study - Live Exercise