CRM Course Outline Version 5.0 (Page 1/2)
More than ever, in today's challenging business environment, best-run companies are staying focused on their most valuable assets - their customers. Companies seek to retain their best customers and maximize the effectiveness of every customer interaction - whether it's sales, service, or marketing.
Armed with an understanding of the comprehensive functionality in SAP CRM, you can manage the entire customer life cycle efficiently and intelligently. You'll learn how to optimize key processes, leverage various analytics and reporting tools, and assess your performance.
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 Applications (with focus on 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 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
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