What is CRM Technical ?

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 Technical is different from CRM Functional in that this training involves handling the Web UI configuration and customization specifically to suite the requirements of the business

SAP CRM Technical Training Course Content

I. Basics of SAP CRM

• Basic SAP GUI Navigation
• Introduction to SAP CRM
• CRM Functional Overview
• Master Data
• Transactional Data

II. Object Oriented ABAP ( OO ABAP )

• Classes
• Methods
• Inheritance
• Polymorphism
• Interfaces
• Events
• Exceptions ( Class Level & Method Level )
• Building Global Class

III. BSP ( Business Server Pages )

• Page Flow Logic
• MVC ( Model View Controller )

IV. CRM 2007 Web UI

• Generic Interaction Layer ( Basics )
• Business Object Layer
• Presentation Layer
• Simple Objects
• UI Component Development and Enhancement Concepts
• Views
• View Sets
• Custom Controller

V. CRM 2007 Web UI .. ( Continued )

• Window
• Navigation Links
• Component Interface and Usage of Components
• Cross Component Navigation
• Editable Overview Pages
• Form View
• Table View
• Enhancement of Data Model with Application Enhancement Tool ( CRM 7.0 )

VI. CRM 2007 Web UI .. ( Continued )

• Component Set
• Enhancement Set
• Enhancement of Generic Interaction Layer Component
• Component Enhancement Examples.
• Global Data Context
• Pop up Windows
• UI Configuration
• Transaction Launcher.

VII. Profitability Analysis Configuration

VIII. Easy Enhancement Workbench.

IX. Actions

X. BADI

XI. Middleware

• Introduction to CRM Architecture and Middleware
• Connection to SAP Back-end system to as SAP CRM System
• CRM Middleware / Administration Console
• Messaging BDOC.
• Initial Load
• Delta Load
• Request / Data Flow
• Configuration & Monitoring
• Custom Data Exchange between CRM and ECC
• BDOC Extensions.