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| Customer Relationship Management |
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| 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 |
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| 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:
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Operational – Support of processes that include company’s sales and service representatives
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Collaborative – Direct communication with customers – self service
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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 |
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| Course Topics |
| Overview |
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Introduction to CRM
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Architecture and components
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Introduction in People-centric CRM (PC UI)
- Master Data
- Business Partner
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Organizational model
- Product Master
- CRM business transactrion
- Activity Management
- Partner determination
- Actions
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CRM Sales |
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Call Planning
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Activity management in mySAP CRM Sales
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Area management
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Opportunity Management
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Copy control
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Quote management
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Order management
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Special functions in quote and order management
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Pricing in mySAP CRM Sales
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Contract management
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Rebate processing
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| SAP CRM E-Commerce solutions |
- Web shop administration (Web-based)
- Superuser / user administration
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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
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E-service
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Additional functions
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| SAP CRM Service |
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Installed base management:
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Service contract processing:
- - Service agreements
- - Service contracts
- - Service plans
- - Usage-based billing
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Service order processing:
- - Resource planning
- - Service confirmation
- - Service billing
- - Product service letter
- - Warranty claims
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Complaints and returns processing:
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- Complaints and returns
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In-house repair processing
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| Case management |
- Introduction, terminology
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Architecture, landscape
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Agent functions and processes in the IC
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Creating IC profiles
- Configuring components
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IC management functions - Call lists – Scripting
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| IC Web Client |
- Architecture and technology
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Agent functions and operating the IC
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Creating IC profiles
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Configuring components such as the navigation bar and the transaction launcher
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IC manager portal:
- - IC manager dashboard
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-Management call lists
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-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
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| Analytical CRM |
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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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