- Ten hours class on every Saturday (8 AM - 6 PM) for 5 weekends.
- A very comprehensive SAP CRM study material that is certification oriented is included.
- Qualified and at least 5 years of experience standard for all instructors.
- Instructor will arrive on Saturday at 8.00 AM and leave on same day after 6.00 PM
- Total Course Hours: 50
SAP Customer Relationship Management:
Software for Enabling Customer Relationship
Management (CRM) Without Compromise
In an environment where many companies have lost sight of the real meaning of customer relationship management (CRM), it's critical to remember what CRM is about. It's about acquiring and retaining customers, improving customer loyalty, gaining customer insight, and implementing customer-focused strategies. A true customer-centric enterprise helps your company drive new growth, maintain competitive agility, and attain operational excellence.
That's why SAP has introduced "CRM without compromise." We've listened to the needs of our customers - for rapid adoption and user productivity, quick time to value, and seamless, best-practice operations between front- and back-office. You can avoid CRM tradeoffs with applications that are:
- Simple - Drive user uptake and effectiveness with an intuitive, Web-based user interface that's unified across our CRM solutions - delivering deep CRM software capabilities uniquely tailored for business users.
- Flexible - Choose the right CRM solution for the right situation with flexible deployment models that include on-premise, on-demand, and hybrid.
- Comprehensive - Provide an exceptional and consistent customer experience with front-office capabilities for all channels across marketing, sales, and service; embedded analytics; and end-to-end, industry-specific processes - delivered on the proven SAP NetWeaver platform.
SAP CRM software has helped the best-run companies in more than 25 industries make the most of relationships with customers by capitalizing on customer insight, improving front-line efficiency and effectiveness, streamlining critical business processes across and beyond customer touch points, and quickly adapting to changing business and customer needs.
CRM Software from SAP: Act Immediately. Grow Strategically. Without Compromise.
SAP offers CRM on-demand options that are easy-to-use, Web-based, and available on a subscription basis. With SAP, organizations can act immediately to improve sales, service, and marketing effectiveness - while still keeping strategic options open and without compromising cost-effectiveness or user adoption.
What is CRM
Short for customer relationship management. CRM entails all aspects of interaction a company has with its customer, whether it be sales or service related. Computerization has changed the way companies are approaching their CRM strategies because it has also changed consumer buying behavior. With each new advance in technology, especially the proliferation of self-service channels like the Web and WAP phones, more of the relationship is being managed electronically. Organizations are therefore looking for ways to personalize online experiences (a process also referred to as mass customization) through tools such as help-desk software, e-mail organizers and Web development apps.
CRM (customer relationship management) is an information industry term for methodologies, software, and usually Internet capabilities that help an enterprise manage customer relationships in an organized way. For example, an enterprise might build a database about its customers that described relationships in sufficient detail so that management, salespeople, people providing service, and perhaps the customer directly could access information, match customer needs with product plans and offerings, remind customers of service requirements, know what other products a customer had purchased, and so forth.
According to one industry view, CRM consists of:
- Operational - automation or support of customer processes that include a company’s sales or service representative
- Collaborative - direct communication with customers that does not include a company’s sales or service representative (self service)
- Analytical - analysis of customer data for a broad range of purposes
Operational
Operational CRM provides support to "front office" business processes, including sales, marketing and service. Each interaction with a customer is generally added to a customer's contact history, and staff can retrieve information on customers from the database when necessary.
One of the main benefits of this contact history is that customers can interact with different people or different contact channels in a company over time without having to describe the history of their interaction each time.
Consequently, many call centers use some kind of CRM software to support their call center agents.
Collaborative
Collaborative CRM covers the direct interaction with customers, for a variety of different purposes, including feedback and issue-reporting. Interaction can be through a variety of channels, such as web pages, email, automated phone (Automated Voice Response AVR) or SMS.
The objectives of collaborative CRM can be broad, including cost reduction and service improvements.
Analytical
Analytical CRM analyzes customer data for a variety of purposes:
- Design and execution of targeted marketing campaigns to optimise marketing effectiveness
- Design and execution of specific customer campaigns, including customer acquisition, cross-selling, up-selling, retention
- Analysis of customer behavior to aid product and service decision making (e.g. pricing, new product development etc.)
- Management decisions, e.g. financial forecasting and customer profitability analysis
- Prediction of the probability of customer defection (churn).
Analytical CRM generally makes heavy use of predictive analytics.
