CRM Course content

1) Introduction on ERP, SAP CRM

2) CRM Business Partners
Creation of BP (Business partners) on Category
Basic settings (Field grouping, No range, etc)
BP Grouping
BP Relationships
Visual Configuration Tools

3) OM (Organization Model)
CRM Organizational Model
Organizational Data Determination

4) Territory Management
Hierarchy Levels, Hierarchy ID,
Assigning employee to Hierarchy

5) Product master
Product types
Creation of Hierarchies and Categories
Creation of Attributes, Set types

6) Activity Management
Business Activities /Task
Activity monitor

7) Basic functions
Partner Processing
Access sequence,
Partner determination procedure

8) Sales Transaction
Enquiries & Quotations
Sales Order
Customizing Sales Transactions
Sales Order scenario in CRM & R/3

9) Data Flow
Data Flow in Business Transactions
Copy Control
Item category determination

10) Marketing Management
Marketing plan Campaign management
B P Segmentation
Define Marketing Attributes and Attribute Sets
Create Data and Sample Source
Profile Set Details
Product Proposal
Personalized Mail forms
External List Management
Allocation Planning,
Assigning Target group to channel
Campaign Execution

11) Lead Management
Questionnaire/Evaluation for leads
Qualification level for leads
Origin, Priority, Group

12) Sales
Opportunity Management
Customizing Opportunities
Sales cycle, Phases
Origin, Group, Priority

13) Service
Service organization
Service cycle
Service Order
Service Confirmation
Complaints and Returns
Warranty management

14) CRM Contact Channels

15) CIC (Customer Interaction Centre)
Frame work & Title
Hidden Components,
Visible Components
Action Box settings,
Remainder scripting
Interactive scripting

16) Asap Methodology

17) System Landscape


18) Middleware and Updates

19) Version updates
2007 (6.0) Concepts
Features
Advantages
Screen changes

20) Terminology
Web UI (User Interface)
Business Roles
Work centres
Logical links/Direct links
Role Config keys
PFCG Roles
Navigation bar profile