SAP – CRM Course Content

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
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 planning & Campaign management
Marketing Calendar
Marketing Analytics
Segmentation of business partners
Segment builder tool
Personalized mail forms
External list management
Product Proposal
Lead Management
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
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
Case Management
E-commerce (Internet Sales)
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
Category Modeler
Mobile Sales
Architecture and setup
Administration console
Client console
Mobile application studio
Mobile repository server
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