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Customer Relationship Manager (CRM)

FIVE Classes

Mentoring Sessions  |  Resume Review  |  Interview Tips.
Online Trainees should make travel and hotel arrangements for a three-day trip to Atlanta to attend these sessions.

Study Material  |  SAPGUI Software  |  SAP Access

Course Topics

Introduction

• Overview and Introduction to:
  - Foundation & Architecture of mySAP CRM
  - mySAP CRM Marketing
  - mySAP CRM Sales
  - mySAP Interaction Center Center
  - mySAP Service
  - mySAP CRM Analytics
  - Implementation & Operation of mySAP CRM

CRM Customizing Fundamentals

• 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
  - Transaction type and item category customizing for these objects
  - Process control and determination:
  - Partner determination customizing
  - Overview of Pricing in CRM
  - Actions (Output determination)

CRM Marketing

• Marketing Planning

• Lead Management

• Campaign Management

CRM Sales

• Opportunity Management

• Copy Control

• Contract Management

• Quotation and Order Management

CRM Service

• Service - Help Desk

• Customer Service & Support

• Service Orders

• Service Level Agreements (SLAs)

• Installed Base (IBase)

Customer Interaction Center (CIC)

• Component Configuration (Hidden & visible components)

• Application Area

• Navigation Area

• Action Box setting

• Scripts, etc