mySAP Customer Relationship Management (mySAP CRM) is a comprehensive sales and markting approach that support you in building long-term solution for managing your business relationships with your customers. It supports all customer-focused business areas, from marketing to sales and service, as well as customer interaction channels, such as the Interaction Center, the Internet, and mobile clients.
mySAP CRM is part of the mySAP Business Suite. The CRM application help offers a comprehensive description of the functional scope of mySAP CRM, and highlights the relationship between the application, the underlying technologies, and the business scenarios
COURSE GOALS
1. Enable you to describe SAP CRM products, roles, and processes.
2. Provide a fundamental understanding of SAP CRM concepts and products.
COURSE OBJECTIVES
1. Describe the SAP CRM Product range.
2. Describe SAP CRM architecture.
3. Define basic CRM concepts.
4. Describe Marketing Planning and Campaign Management Functionalities and create a basic marketing plan and campaign.
5. Define and execute a process within Internet Sales.
6. Explain different Telesales and Teleservice processes and execute them in the Interaction Centre.
7. Explain Mobile Sales and Mobile Service applications.
BOOK 1. CR 010 CRM OVERVIEW
COURSE CONTENT
1. Overview
2. Introduction
3. CRM Architecture
4. CRM Master Data
5. Business Transactions in CRM
6. Marketing Planning and Campaign Management
7. Internet Sales
8. CRM Interaction Centre
9. CRM Mobile
10. Summary
BOOK 2. CR100 CRM BASE CUSTOMIZING
COURSE CONTENT
1. Overview of CRM Server Technology and User Interfaces
2. Business Partner
3. Organizational Management
4. Territory Management
5. Product Master
6. Transactional Processing
7. Activity Management
8. Partner Processing
9. Pricing
10. Actions
11. Billing
12. CRM Middleware
13. SAP Solution Manager
14. People-Centric CRM
