Training > SAP CRM (Customer Relationship Managment)
Introduction

SAP CRM was formed in 1972 and helped organization to become best-run companies. It helps in cost reduction and increase performance. It provides quick and effective solutions. SAP Caters need of different market segment small , medium and global organization. SAP CRM helps in making better relationship management.SAP CRM is deployed step by step. It provides customer loyalty by building end to end business solutions. It is used by sales , marketing and finance . It helps in finding feedback. It helps in customer retention and increase repurchasing rate which in turns increases no. of customers. In it database is very accurate. We can trust SAP CRM for achieving customer’s loyalty. CRM could be the best in terms of maintaining and gaining customer. Good Customer service is the only reason because of which companies want to go for SAP CRM. For big companies it is highly impossible to cater each individual requirement that’s why they go for CRM. If company gets negative feedback they can take appropriate action and hence can improve goodwill in the market. It helps in product/service analysis. It also helps in inventory management. Marketing capabilities include:

Marketing resource and brand management, Campaign management, Segmentation and list management, Real-time offer management, Loyalty management, E-marketing

SAP CRM sales capabilities include:
  • Sales, E-commerce, Interaction center, Partner channel management, Real-time offer management
Capabilities for IT service include:
  • SAP IT Service Management, Interaction center, Business communication management
SAP CRM Web channel capabilities include:
  • E-marketing, E-commerce, E-service, Web channel analytics
SAP CRM service capabilities include:
  • Service, Interaction center, Business communication management, Real-time offer management, Partner channel management, E-service
SAP CRM Course Content
Solution Overview (Introduction):
  • Overview of SAP ERP and SAP CRM
  • Introduction to SAP CRM
  • Overview of CRM 2007 Architecture
  • Channel of CRM
  • CRM Application
  • Role in my SAP CRM
SAP CRM Web User Interface (WEB UI)
  • Architecture of WEB UI
  • UI Concept & UI Component Concept
  • Navigation Bar & Business Roles
  • UI Configuration
  • Personalization
  • Additional Features in Web UI
( CR100) - Base Customization / Master Data (SAP CRM7.0 & SAP ECC 6.0)
  • CRM Business Partner (BP)
    • Creation of BP on Category
    • Basic setting on Field grouping & No ranges
    • BP Relationships
    • BP Roles
    • Mapping BP Classification & Account Group from R3 -> CRM
Organizational Management
  • Fundamentals of SAP CRM Org Structure
  • Organizational Data determination
  • Mapping Org Model & Enterprise Structure from R3 -> CRM
Territory Management
  • Hierarchy Levels, Hierarchy ID
  • Assign employee to Hierarchy
Product Master
  • CRM Product Types
  • Creation of Hierarchies & Categories
  • Creation of Attributes & Set Types
  • Mapping Product Master & Material Master from R3 -> CRM
Transaction Processing
  • Transaction Processing for Enquiry, Quotation & Order
  • Customization of Transaction Types
  • Assignment of Item Category Determination
  • Mapping Transaction Types & Sales doc Processing from R3 -> CRM
Activity Management
  • Business Activity / Task
  • Activity Monitor
Partner Processing
  • Partner determination Procedure
Pricing Fundamental (SAP CRM)
  • Configuration setting for Pricing Procedure
  • Pricing fundamentals (ECC 6.0)
  • Condition technique and pricing procedure determination (ECC 6.0)
CRM Billing
  • CRM Billing Fundamental (ECC 6.0)
  • CR300 - CRM SALES
  • The Sales cycle
  • Opportunity Management
  • Copying control
  • Process in Quotation and Order Management
  • Quotation Management
  • Order Management
  • Special Functions in Quotation and Order Management
  • Visit Planning
  • Contract Management
  • Status Management
  • Transactions processing
  • Partner processing
  • Mapping Sales Transaction between SAP ERP -> SAP CRM
CRM Marketing
  • Overview on SAP CRM Sales
  • Marketing planning & Campaign management
  • Marketing Calendar
  • Marketing Analytics
  • Segmentation of business partners
  • Segment builder tool
  • Personalized mail forms
  • External list management
  • Product Proposal
  • Lead Management
CRM Services
  • Overview of CRM Service
  • Installed Base Management and Individual Objects
  • Service Agreements and Service Contracts
  • Service Plans
  • Service Order Management
  • Product Service Letters
  • Complaints and Returns Management
  • Warranty Claim Services
  • Case Management
  • Mapping Transaction from R3 -> CRM
CRM Middleware
  • CRM Middleware Overview
  • Concepts of Middleware
  • Administration Console
  • Adapter Objects
  • Initial Load, Delta Load
  • BDocs and types of BDocs
  • BDoc Modeler
  • Data exchange between R/3 backend
  • Monitoring and Error handling
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