SAP Customer Relationship Management (CRM)


Overview/Description
Target Audience
Expected Duration
Lesson Objectives
Course Number

Overview/Description
This course discusses the principles of CRM and explains how it is implemented in the R/3 System. Following on from this, it also looks at the features of SAP CRM within the individual applications and in the SAP CRM environment.

Target Audience
The audience for this course would include students who need to learn how to use SAP CRM . Members of project teams (organizational and conceptual phases). There are no prerequisites for participating in the course. .

Expected Duration (hours)
4.0

Lesson Objectives

SAP Customer Relationship Management (CRM)

  • The trainee will be shown what CRM is and what it focuses on.
  • The trainee will be introduced to the basic components of CRM.
  • The trainee will be shown which types of customer interaction are possible in CRM.
  • The trainee will be introduced to the technical structure of SAP CRM.
  • The trainee will be introduced to the system architecture of SAP CRM from a business point of view.
  • The trainee will be shown how business partners are defined and structured in CRM.
  • The trainee will be introduced to products and product catalogs in Internet Sales.
  • The trainee will be introduced to the CRM organizational model and its structure.
  • The trainee will be shown which types of customer interaction are mapped in Customer Interaction Management and how.
  • The trainee will be introduced to the key elements of Marketing Planning and Campaign Management.
  • The trainee will be introduced to the functionality of Internet Sales.
  • The trainee will be introduced to the most important features of Internet Sales.
  • The trainee will be shown how Telesales is structured.
  • The trainee will be introduced to the functions of Telesales.
  • The trainee will be introduced to the areas of the user interface.
  • The trainee will be shown how the Call Center Agent interacts with the customer during cross-selling, up-selling and down-selling.
  • The trainee will be introduced to the key elements of the SIC.
  • The trainee will be introduced to customer interaction via e-mail.
  • The trainee will be introduced to the functionality of the Interactive Intelligent Agent (IIA).
  • The trainee will be shown how the architecture of the Mobile Client is structured.
  • The trainee will be introduced to the basic functions of Mobile Sales.
  • The trainee will be introduced to the functions supported by Mobile Service.
  • The trainee will be shown what is expected of an efficient marketing concept.
  • The trainee will be introduced to the marketing process.

    • Course Number:
    en_US_13996_ng