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SAP CRM  Online Training

SAP CRM

overview

SAP Customer relationship management (CRM) consists of the processes a company uses to track and organize its contacts with its current and prospective customers. CRM software is used to support these processes; information about customers and customer interactions can be entered, stored and accessed by employees in different company departments. Typical CRM goals are to improve services provided to customers, and to use customer contact information for targeted marketing.
prerequisties
  • Essential
    • SAP01 SAP Overview
    • Basic knowledge of Materials Management in SAP
    • SCM500 (Procurement)
Duration
Online
  • It is a 20 days program and extends up to 2hrs each.
  • The format is 40% theory, 60% Hands-on.

Corporate
  • It is a 5 days program and extends up to 8hrs each.
  • The format is 40% theory, 60% Hands-on.
Classroom
    Private Classroom arranged on request and minimum attendies for batch is 4.
course content
  • MySAP CRM Solution Overview
    • Overview and Introduction to
    • Foundation & Architecture of mySAP CRM
    • mySAP CRM Analytics
    • mySAP CRM Marketing
    • mySAP CRM E-Commerce
    • mySAP CRM Channel Management
    • mySAP CRM Sales
    • mySAP Interaction Center
    • mySAP Service
    • mySAP Field Applications (with focus on Mobile Service)
    • mySAP CRM for Industries
    • Integration with other MySAP suite of modules

  • CRM Base Customizing
    • CRM Basic data & Customizing settings for these objects:
    • Business partner
    • Organizational model
    • Territory Management
    • Product master CRM Business Transactions
    • Overview of generic functions in business transactions
    • Activity Management (including Activity Journal and Groupware Integration)
    • Transaction type and item category customizing for these objects.
    • 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 & error handling

  • Implement ?Customer Interaction Center?
    • Architecture landscape
    • 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
    • Client Implementation Case Study - Live Exercise

  • Implement Internet Sales
    • Architecture and landscape
    • Set up logical system and connection with OLTP R/3 and APO
    • Configuration of the CRM Server ? Base Customizing
    • Configuration Web Application
    • Creating Product catalogs
    • Publication of Product Catalog content
    • Create Internet User for order processing
    • Sales Transactions using ?Internet Sales?
    • Web Shop Maintenance
    • Client Implementation Case Study - Live Exercise

  • Implement CRM Marketing
    • Opportunity Management
    • Activity Management
    • 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
    • Client Implementation Case Study - Live Exercise
Videos
SAP CRM videos will be updated soon
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