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SAP CRM Online Training


Title
 : SAP CRM Online Training
Category  : Functional
Duration  : 45 to 50 hrs
Timing  : Week Days: 2 hrs per day (OR) Weekends: 3 hrs per day
Method  : Online / Classroom Training
Breaks  : 10 minutes break if required
Study Material  : Will be Provided
System Access  : For 3 Months

What is SAP CRM ?

CRM stands for Customer Relationship Management and is a set of methodologies and tools that helps to manage customer relationship in an organized way.

What is SAP CRM?
SAP CRM is the CRM tool provided by SAP.

What is SAP CRM used for?
A CRM is used for many a business process but let consider a very typical workflow for SAP -CRM

What is SAP CRM ? training crm

Typical SAP-CRM Workflow
A customer may raise an issue with the vendor via any medium like Fax, email , telephone etc. If the resolution can not be provided immediately by the fron – end customer representatives they raise a ticket in SAP – CRM which is addressed by a more technically equipped personnel. The resolution is than forwarded to the customer.

Course Details

SAP CRM Course Curricullum:

Overview of the CRM Solution: SAP CRM

• Introduction to:
     o Fundamentals and architecture of SAP CRM
     o SAP CRM Marketing
     o SAP CRM Sales
     o SAP CRM Service
     o Implementation & operation of SAP CRM

CRM Base Customization: CR 100

• CRM basic data:
     o Account Management
     o Organizational model
     o Product master
     o Customizing settings for each object
     o CRM business transactions
          Overview of generic functions in business transactions
          Activity management
          Customizing for these objects
     o Process control and determination
         Partner determination
         Actions
         Overview of pricing in CRM
     o CRM billing
         Basics concepts of CRM middleware
         Introduction to the CRM WebClient User Interface

CRM Marketing :  CR 600

• 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 Sales:  CR 300

• Opportunity management and Pipeline Performance Management
• Copying control
• Quotation management
• Order management
• Special functions in quotation and order management
• Pricing in SAP CRM Sales
• Contract management
• Rebate processing
• Activity management in SAP CRM Sales
• Visit planning
• Territory management

CRM Service :  CR 700

• Maintenance of technical objects
     o Installed base management
     o Individual objects
• Service contract processing
     o Service agreements
     o Service contracts
     o Service plans
• Service order processing
     o Resource planning
     o Service confirmation
     o Service billing
     o ERP Integration
• Complaints and returns processing
     o Complaints and returns
     o In-house repair processing
• IT Service Management

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