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SAP CRM training

What is SAP CRM (Customer Relationship Management)?

 

SAP Customer Relationship Management (SAP CRM) is a part of the SAP Business Suite containing a central CRM (Customer Relationship Management) server that can be used to access the system via multiple channels. The CRM (Customer Relationship management) server can also connect to other systems. The SAP CRM application can be connected and fully-integrated in the following ways: The SAP CRM (Customer Relationship management) System as a central CRM (Customer Relationship management) server with its application components. The   SAP ERP Central Component (SAP ECC) as a back-end system with the tried and tested ERP functions.

SAP CRM Course Content

INTRODUCTION

Introduction to ERP

Overview on SAP Modules and CRM Sub-Modules

Architecture of SAP-CRM

ASAP Methodology and Implementation Road-Map

CUSTOMIZING FUNDAMENTALS (MASTER DATA)

Overview of Accounts and Business Partners

Account Classification Options and Account Hierarchies

Data Exchange with the SAP ERP Systems

 

ORGANISATION MANAGEMENT

Create/Change Org Structure for Sales/Service/Marketing Scenarios

Organizational Data Determination

 

PRODUCT MASTER

Basic Features of the Product Master

Set Types, Attributes, Categories and Hierarchies

 

BASIC FUNCTIONS

Partner Determination Procedure

  • Partner Functions
  • Access Sequence
  • PDP Rules

Text Determination Procedure

  • Text Types and Text Objects
  • Access Sequence

Action Profile

Date Profile

Status Profile

CRM Pricing

  • Condition Technique and Condition Maintenance Group

Activity Management

 

MARKETING

Overview of Marketing Management in SAP  CRM

Marketing Planning and Campaign Management

Segmentation of Business Partners

Communication Methods, Mail Forms and Conditions (ERMS)

External List Management

Special Functions and Features in Campaign management

Lead Generation and Qualification

Survey Management

Product Proposal

TRADE PROMOTION MANAGEMENT (TPM)

Overview of CRM TPM

Integration with CRM, R/3, APO and BI

 

  • CRM TPM Configuration

Master Data Setup for TPM Scenario

Trade Promotions

Trade Spend Maintenance

  • Spend Type, Spend Category and Spend Method
  • Pre-Dip, Post-Dip Dates

Standard Condition Generation

Condition Technique

Condition Maintenance Group

Funds Management 

 

  • ERP TPM Configuration

Condition Technique

Pricing for Discounts

Campaign Determination 

  • CRM & BI TPM INTEGRATION

Planning Profile Group Integration with BPS Layouts

Key Figure Planning – Baseline/Uplift

TPM Reports Integration with BI System

 

MIDDLEWARE

Introduction to CRM Middleware

SAP CRM Middleware Architecture

Connecting on SAP Back-End system (e.g. R/3 System) to an SAP-CRM System

Sites, Subscriptions & Publication Management

  • Object Management
  • Business Objects
  • Condition Objects
  • Customizing Objects

Replication

  • Initial Load
  • Delta Load
  • Replication Monitor
  • Monitoring of Queue’s
  • Inbound
  • Outbound

BDoc’s

  • Messaging BDoc’s
  • Sync BDoc’s
  • Components of BDoc Messages

Error Handling Procedure

 

SALES

Overview of Sales Process including Transactions Item Categories

Opportunity Management and Sales Methodology

Copy Control

Quotation Management

Order Management

Special Functions in Quotation Management and Order Management

Item Categories Management

Territory Management

Contract Management

Pipeline Performance Management

 

SERVICE

Overview of Service Process

Installed Base Management and Objects

Service Agreement and Service Contracts

Complaints and Returns Management

Service  Order Management

Warranty Management

Case Management

In-House Repair

Service Plans

 

WEB-USER INTERFACE

Overview and Evolution of WEB-UI

UI Concepts

PFCG Roles

Business Roles

Navigation Bar Profile

Technical Profile

Role Configuration Key

Layout Profile

AET

EEWB – Adding new Fields of WEB-UI

Transaction Launcher

Skin Configuration

 

IC-WEB CLIENT (Customer Interaction Center)

Overview of IC-WEB Client

Account Identification

Customizing IC-WEB Client Profiles

  • IC Manager
  • IC Agent

Agent Inbox

E-Mail Response Management System (ERMS) and Order Routing with Rule Modeler

IC-Functions

  • Interactive Scripting
  • Broadcast Messaging
  • Call List Management

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