SAP CRM Course

SAP

SAP – CRM COURSE CONTENT

1. 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
2. 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)
3. CRM 7.0 Web UI Configuration
   •  Interface Overview
   •  IC Business Role
   •  Navigation bar Profile
   •  Logical Links
   •  Layout Profile
   •  Technical Profile
   •  Component Workbench
4. 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
5. 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
6. Services
   •  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
7. E-commerce (Internet Sales)
   •  Introduction
   •  B2B and B2c scenarios
   •  Product catalog
   •  Product proposals
   •  Top n products
   •  Cross selling
   •  Up selling
   •  Down selling
8. 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
9. Mobile Sales
   •  Introduction
   •  Architecture and setup
   •  Administration console
   •  Client console
   •  Mobile application studio
   •  Mobile repository server
10. 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