SAP Customer Relationship Management

Please note, the topics mentioned here are, only the major subtopics within the course

• Overview of SAP and CRM Applications
  • Fundamentals and SAP CRM Architecture
  • Overview of SAP CRM Key areas
• Overview and Introduction
  • Foundation & Architecture of mySAP CRM
  • CRM Analytics
  • CRM Marketing
  • CRM E-Commerce
  • CRM Channel Management
  • CRM Sales
  • Interaction Center
  • Service
  • Field Applications (with focus on Mobile Service)
  • CRM for Industries
  • Integration with other modules
• CRM Basic Data
  • Business Partner
  • Organisational Model
  • Product Master
  • Customizing settings for each object
• CRM Base Customizing
  • CRM Basic data
  • Customizing settings for these objects
  • Activity Management with Activity Journal and Groupware Integration
• CRM 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
• Customer Interaction Centre (CIC)
  • 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
• Implementing 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
• Implementing 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
• Installed Base Management
  • Individual Object
  • Service Order Management
  • Resource Planning
  • Planned Services
  • Product Service Letter
  • Service Confirmation
  • Amount allocation
  • Billing

 

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