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SAP CRM ( 4.0/5.0 )
SAP Training Overview

The course gives you an understanding of how you can benefit from implementing mySAP CRM scenarios. Course introduces the trainee to the term mySAP Customer Relationship Management (CRM) and its objectives, as well as looking at the basic and advanced levels of SAP CRM and explaining what SAP CRM can be used for. Furthermore, The course is structured using a case study of the functional and channel-oriented key areas and scenarios in mySAP CRM

SAP Training Course duration

50 Hours

SAP Training Course outline

Day1: MySAP CRM Solution Overview

Overview and Introduction to

  • Foundation & Architecture of mySAP CRM
  • mySAP CRM Analytics
  • mySAP CRM Marketing
  • mySAP CRM E-Commerce
  • mySAP CRM Channel Management
  • mySAP CRM Sales
  • mySAP Interaction Center
  • mySAP Service
  • mySAP Field Applicatins (with focus n Mobile Service)
  • mySAP CRM for Industries
Integration with other MySAP suite of modules

Day 2: CRM Base Customizing

CRM Basic data & Customizing settings for these objects:
  • Business partner
  • Organizational model
  • Territory Management
  • Product master CRM Business Transactions
  • Overview of generic functions in business transactions
  • Activity Management (including Activity Journal and Groupware Integration)
  • Transaction type and item category customizing for these objects.
Middleware settings:
  • Middleware connections to R/3, APO and CRM
  • CRM Business Partner - CRM Middleware
  • CRM Middleware – Sales and Billing
  • Basic concepts of CRM middleware
  • Replication administration
  • Monitoring & error handling
Day 3: Implement “Customer/Client Interaction Center”
  • Architecture landscape
  • Agent functions and processes in the IC
  • Define CIC Profile and Customer-Specific Workspaces
  • Define Front-office framework
  • Component Configuration
  • Action Box Configuration
  • CTI Configuration
  • Client Implementation Case Study - Live Exercise
Day 4: Implement “Internet Sales”
  • Architecture and landscape
  • Set up logical system and connection with OLTP R/3 and APO
  • Configuration of the CRM Server – Base Customizing
  • Configuration Web Application
  • Creating Product catalogs
  • Publication of Product Catalog content
  • Create Internet User for order processing
  • Sales Transactions using “Internet Sales”
  • Web Shop Maintenance
  • Client Implementation Case Study - Live Exercise
Day 5: Implement “CRM- Marketing”
  • Opportunity Management
  • Activity Management
  • Marketing Planning and Campaign Management (Marketing Planner, Product Selection, Partner Functions, Generic Actions , Campaign Execution)
  • Marketing Calendar
  • Customer Segmentation
  • External List Management
  • Lead Management
  • Marketing Analytics
  • Client Implementation Case Study - Live Exercise

 
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