SAP CRM Training

Basics of SAP & CRM (Week 1 )

Basic SAP GUI Navigation

Introduction to Customer Relationship Management

Introduction to the SAP CRM Modules

o Sales
o Service
o e-Commerce
o Interaction Center
o Marketing
o Analytics

Introduction to Organization Structure

Introduction to Master Data

Introduction to Transactional Data

Fundamentals of Customization ( Week 2 )

Fundamentals of CRM Customizing

Basic Master Data & Organizational Model

o Account Management
o Organizational Structure
o Product Master
o Customizing

CRM Transactional Data

o Generic Business Transactions in CRM

o Activity Management
o Partner Determination
o Pricing Overview
o Billing Overview

Middleware
o Basic Concepts of SAP CRM Middleware
o Brief overview of the SAP CRM webClient
o CRM Sales Module Customization ( Week 3 )

CRM Sales Modules

o Opportunity Management
o Quotation creation & Customization
o Order Management
o Copy Controls
o SAP CRM Sales Pricing
o Contracts Management
o Activity Management
o Territory Management
o Rebates Processing
o Text Determination

CRM Marketing Module Customization (Week 4 )

SAP CRM Marketing

o Overview of marketing management in SAP CRM

o Marketing Plans and campaign management

Working with marketing projects

Preparation and Execution of campaigns

o Segmenting business partners

Marketing attributes

Graphical Modeler

Creating profiles and target groups

o Personalized mail forms

Creating personalized e-mails

o Marketing Product Proposals

o Lead Management and Surveys
o Campaign automation
o External List Management
o Special Functions and Features in campaign management
o Couponing
CRM Service Module Customization ( Week 5 )

SAP CRM Service Management

o Maintenance of technical objects

Installed base management

Individual objects

o Service contract processing

Service agreements

Service contracts

Service plans

o Service order processing

Resource planning

Service confirmation

Service billing

ERP Integration

o Complaints and returns processing

Complaints and returns

In-house repair processing

o IT Service Management
CRM Technical ( Week 6 )

CRM User Interface ( UI ) Management

o SAP CRM User Interface Overview
o UI Concept & Business Roles
o Navigation Bar Customizing and Transaction Launcher
o Architecture & UI Configuration
o Easy Enhancement Workbench and Application Enhancement Tool

IC WebClient Configuration
o IC Agent functions
o IC Marketing, Sales & Service
o IC Web Client Functions and Profiles
o Communication Architecture
o Agent Inbox

CRM Middleware
o Introduction to the CRM architecture and CRM Middleware
o Connecting an SAP back-end system to an SAP CRM system:
o CRM Middleware / Administration Console
o Messaging BDoc
o Initial load / delta load / request load
o Data flow, configuration and monitoring
o Connecting an external system using the XIF adapter
o Business Warehouse adapter
o Groupware adapter
o Architecture and technical configuration for field applications (mobile)