CRM stands for “Customer Relationship Management” and is a set of methodologies and tools that helps to manage customer relationship in an organized way. SAP CRM is the CRM tool provided by SAP and is used for many a business process. It is a platform for progressing the payments and other related query management.

Training Objectives of CRM:
SAP CRM is a part of SAP business suite. It can implement customized business processes, integrate to other SAP and non-SAP systems, and help achieve CRM strategies. SAP CRM can help an organization to stay connected to customers. This way organization can achieve customer expectations with the types of services and products.

SAP Customer Relationship Management (SAP CRM) training course empowers executives to effectively manage all their customer-related data and contacts. SAP CRM training will teach how to leverage functionality for the full spectrum of CRM processes including sales, service, marketing, and operations. Expert trainers will discuss how to manage the entire customer life cycle efficiently and intelligently.

Target Students / Prerequisites
Students must have awareness on concepts in CRM business processes relating to Marketing, Vendors, Customers, Sales, Services, Web Clients and Customer Marketing Skills are required.

Course Content
Solution Overview (Introduction)
Getting to know mySAP CRM
mySAP CRM – The complete solution
CRM architecture & Component integration
Key capabilities of mySAP CRM
Channels of interaction
Careers @ mySAP CRM 2007

Base Customization/Master Data (SAP CRM7.0 & SAP ECC 6.0)
Overview of CRM Server Technology
Account Management (Business Partner master)
Product master
Organization management
Territory management
Transactions processing
Items Categories
Activity management
Partner processing
Status Profile
Pricing fundamentals (ECC 6.0)
Condition technique and pricing procedure determination (ECC 6.0)

CRM 7.0 Web UI Configuration
Interface Overview
IC Business Role
Navigation bar Profile
Logical Links
Layout Profile
Technical Profile
Component Workbench

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

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

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
Case Management

E-commerce (Internet Sales)
B2B and B2c scenarios
Product catalog
Product proposals
Top n products
Cross selling
Up selling
Down selling

Customer Interaction Center (Web Client)
Interaction center overview
Framework and components
IC Web functions
Communication Architecture
Creating IC Business Role
Configuring profiles of IC Business Role
Account Identification Profile
Agent Inbox settings
Alert Modeling
Category Modeler

Mobile Sales
Architecture and setup
Administration console
Client console
Mobile application studio
Mobile repository server

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

About the Trainer

10 + Years of IT experience, provided training for over 1000+ professionals online Real-time IT experience which enables to provide dedicated quality training. Teaching is his passion vast experience in providing online training around the globe with good communication skills.