SAP CRM Training

admin — Sun, 26 Jul 2009 14:07:12 +0000

Customer relationship management (CRM) consists of the processes a company uses to track and organize its contacts with its current and prospective customers. CRM software is used to support these processes; information about customers and customer interactions can be entered, stored and accessed by employees in different company departments. Typical CRM goals are to improve services provided to customers, and to use customer contact information for targeted marketing.

Overview and Introduction to CRM -

Introduction to NetWeaver
General SAP Transactions
Foundation & Architecture of mySAP CRM
Overview of CRM server Technology and User Interface
Business Partners
Organizational Model

CRM Base Customizing -

Territory Management
Product master
Business Transaction Processing
Activity Management
Partner Processing

CRM Base Customizing –

Actions
Overview of Pricing in CRM
CRM Billing Overview
CRM Middleware

CRM Interaction Center (Win Client)

Interaction Center Overview
Architecture landscape
Win Client Profile
Configuring Components
Action Box and alert molder
Interaction center scripting

CRM Sales –

Opportunity Management
Copy Control
Quotation and Order Management
Overview Contract Management

CRM Analytics –

Introduction to BW
Activating CRM Business content
Introduction to analytics
Data Mining Work Bench
Analysis Process Designer (APD)
Customer analytics (data mining, CLTV)
Marketing analytics (planning, Target group selection, RFM analytics)

Marketing –

Overview of marketing management in mySAP CRM
Marketing and campaign planning
- Planning and performing marketing projects
- Marketing Calendar
Personalized mail forms
- Creating personalized e-mails
- Business partner-controlled communication
Segmenting business partners
- Marketing attributes
- Segment Builder
- Creating profiles and target groups
Lead Management
Campaign automation
External List Management.

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SAP CRM Training