Course OverviewSAP Customer Relationship Management (CRM) - Overview introduces the trainee to the term Customer Relationship Management (CRM) and its objectives, as well as looking at the basic principles of SAP CRM and explaining what SAP CRM can be used for. Furthermore, the trainee will be introduced to the individual applications of CRM and their most important features.Learn To• CRM and the SAP CRM System.• Customer Relationship Management. • SAP CRM Architecture. • CRM Basics. • SAP CRM Applications. • Internet Sales. • Telesales (Customer Interaction Center). • Service Interaction Center. • Mobile Client in SAP CRM. • Marketing Planning & Campaign Management. AudienceThe 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.Content EmphasisSkills-BasedTotal Learning Time3 to 4 hoursCourse ContentsUnit 1: CRM and the SAP CRM System1.5 - 2 hours• Customer Relationship Management - What is CRM? - Basic Components of CRM - Customer Interaction in CRM. • SAP CRM Architecture - Technical Structure of SAP CRM - SAP CRM From a Business View. • CRM Basics - Business Partners - Products and Product Catalogs - SAP CRM Organizational Model - Customer Interaction Management - Marketing Planning & Campaign Management.
Unit 2: SAP CRM Applications1.5 - 2 hours• Internet Sales - What is Internet Selling? - Features of Internet Sales. • Telesales (Customer Interaction Center) - Customer Interaction Center in CRM - Telesales Functionality - Telesales User Interface - Inbound Telesales • Service Interaction Center - Key Elements of the SIC - Customer Interaction via E-Mail - Interactive Intelligent Agent (IIA). • Mobile Client in SAP CRM - Mobile Client Architecture - Mobile Sales Functions - Mobile Service Functions. • Marketing Planning & Campaign Management - Marketing Planning & Campaign Management - Marketing Process. |
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