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  • Class Room\ E-Learning training
  • Faculty with 10 years of average SAP exp.
  • Project and Hands-on Training
  • 24\7 Support and 90 Days free Access
  • Prepare for SAP Certification
  • SAP training in all modules
  • Latest Versions of SAP Software
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Customer Relationship Management
Software Version Latest version of 7.0 SAP CRM 2007
Course Duration 5 Days or 40 to 50 Hours Approx.
Course Type Class Room and On-Line (E-Learning) Hands-On Training
Course Overview SAP CRM – Customer Relations Management provides functionality for marketing, sales and service with customer facing business processes across multiple interaction channels. CRM mainly consists of:

  • Operational – Support of processes that include company’s sales and service representatives
  • Collaborative – Direct communication with customers – self service
  • Analytical – Analysis of customer data for various purposes
This course is designed for people with business experience or a background in marketing, sales, service, advertising, management, IT management and staff, end-users, business analysts, graduate or undergraduate students and also for those who want to become SAP CRM functional consultants. SAP Functional Courses require no prior SAP training or experience.
Intended Audience for this course
Course Topics
  • Introduction to CRM
  • Architecture and components
  • Introduction in People-centric CRM (PC UI)
  • Master Data
    • Business Partner
    • Organizational model
    • Product Master
  • CRM business transactrion
  • Activity Management
  • Partner determination
  • Actions
CRM Sales
  • Call Planning
  • Activity management in mySAP CRM Sales
  • Area management
  • Opportunity Management
  • Copy control
  • Quote management
  • Order management
  • Special functions in quote and order management
  • Pricing in mySAP CRM Sales
  • Contract management
  • Rebate processing
SAP CRM E-Commerce solutions
  • Web shop administration (Web-based)
  • Superuser / user administration
  • Maintaining and explaining the product catalog (views, documents, BAdIs, product     catalog export, external catalogs, Web-based maintenance. ..
  • Pricing in the Web shop using the Internet Pricing Configurator (IPC) - Marketing functions
  • E-service
  • Additional functions
SAP CRM Service
  • Installed base management:
  • Service contract processing:
  • - Service agreements
  • - Service contracts
  • - Service plans
  • - Usage-based billing
  • Service order processing:
  • - Resource planning
  • - Service confirmation
  • - Service billing
  • - Product service letter
  • - Warranty claims
  • Complaints and returns processing:
  • - Complaints and returns
  • - In-house repair processing
Case management
  • Introduction, terminology
  • Architecture, landscape
  • Agent functions and processes in the IC
  • Creating IC profiles
  • Configuring components
  • IC management functions - Call lists – Scripting
IC Web Client
  • Architecture and technology
  • Agent functions and operating the IC
  • Creating IC profiles
  • Configuring components such as the navigation bar and the transaction launcher
  • IC manager portal:
    • - IC manager dashboard
    • -Management call lists
    • -Interactive scripting
    • -IC workforce management
  • Marketing management in mySAP CRM
  • Marketing and campaign planning
  • Planning and performing marketing projects
  • Marketing Calendar
  • Overview of marketing analytics
  • - Personalized mail forms
  • Segmenting business partners
  • Lead Management
  • Campaign automation
  • External List Management
  • Special functions in campaign management
  • Couponing
  • CRM Middleware
  • Connecting an SAP back-end system to an SAP CRM system:
    • CRM Middleware / administration console
    • -Messaging BDoc
    • - Data flow, configuration and monitoring
  • Connecting an external system using the XIF adapter
  • Architecture and technical configuration for field applications (mobile):
    • CRM Middleware: synchronizing BDoc and consolidated database
    • Minor / major realignment
Analytical CRM
  • Analytical methods:
    • Measurement (data extraction and reporting)
    • Forecasts (data mining with a decision tree, scoring, association analysis, ABC classification)
    • Optimizing (using analytical results in CRM processes)
    • Planning (CRM planning applications)
  • Analytical scenarios:
    • Interaction channel analyses
    • Customer analyses
    • Marketing analyses
    • Sales analyses
    • Service analyses
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For further information call 949-387-3772 or FAX 949-681-8247 or email to info@SONUtraining.com
SONU Training is the training wing of RKG Technologies Inc
Disclaimer: RKG Technologies Inc is not linked with SAP. SAP is a trademark of SAP AG Germany.
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