What is SAP CRM ?

Customer relationship management (CRM) is a widely-implemented strategy for managing a company’s interactions with customers, clients and sales prospects. It involves using technology to organize, automate, and synchronize business processes—principally sales activities, but also those for marketing, customer service, and technical support.^[1] The overall goals are to find, attract, and win new clients, nurture and retain those the company already has, entice former clients back into the fold, and reduce the costs of marketing and client service.^[2] Customer relationship management describes a company-wide business strategy including customer-interface departments as well as other departments.^[3] Measuring and valuing customer relationships is critical to implementing this strategy.

SAP CRM Course Curricullum:

Overview of the CRM Solution: SAP CRM

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

 CRM Base Customization: CR 100

• CRM basic data:
  • Account Management
  • Organizational model
  • Product master
  • Customizing settings for each object
  • CRM business transactions
    • Overview of generic functions in business transactions
    • Activity management
    • Customizing for these objects
  • Process control and determination
    • Partner determination
    • Actions
    • Overview of pricing in CRM
  • 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
  • Marketing Plans and campaign management
    • Working with marketing projects
    • Preparation and Execution of campaigns
  • Segmenting business partners
    • Marketing attributes
    • Graphical Modeler
    • Creating profiles and target groups
  • Personalized mail forms
    • Creating personalized e-mails
  • Marketing Product Proposals
  • Lead Management and Surveys
  • Campaign automation
  • External List Management
  • Special Functions and Features in campaign management
  • 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
  • Installed base management
  • Individual objects
• Service contract processing
  • Service agreements
  • Service contracts
  • Service plans
• Service order processing
  • Resource planning
  • Service confirmation
  • Service billing
  • ERP Integration
• Complaints and returns processing
  • Complaints and returns
  • In-house repair processing
• IT Service Management

---