SAP CRM

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Course Overview


Xpertised Offers Advanced and Personalized Instructor Led Online Classroom training on SAP CRM which gives you the opportunity to interact with a SAP CRM instructor and help you enhance yourself to meet the demands of the industry.

Learn from our instructors from the convenience of your home or office. Interact and learn live with trainers and other participants.

Course Content


Solution Overview(Introduction)

  • Getting to know mySAP CRM
  • mySAP CRM - The complete solution
  • CRM architecture & Component integration
  • Key capabilities of mySAP CRM
  • Channels of interaction
  • Careers @ mySAP CRM 2007

Base Customization/Master Data (SAP CRM7.0 & SAP ECC 6.0)

  • Overview of CRM Server Technology
  • Account Management (Business Partner master)
  • Product master
  • Organization management
  • Territory management
  • Transactions processing
  • Items Categories
  • Activity management
  • Partner processing
  • Status Profile
  • Actions
  • Pricing fundamentals (ECC 6.0)
  • Condition technique and pricing procedure determination (ECC 6.0)

CRM 7.0 Web UI Configuration

  • Interface Overview
  • IC Business Role
  • Navigation bar Profile
  • Logical Links
  • Layout Profile
  • Technical Profile
  • Component Workbench

Marketing

  • Introduction
  • Marketing planning & Campaign management
  • Marketing Calendar
  • Marketing Analytics
  • Segmentation of business partners
  • Segment builder tool
  • Personalized mail forms
  • External list management
  • Product Proposal
  • Lead Management

Sales

  • The Sales cycle
  • Opportunity Management
  • Copying control
  • Process in Quotation and Order Management
  • Quotation Management
  • Order Management
  • Special Functions in Quotation and Order Management
  • Visit Planning
  • Contract Management
  • Status Management
  • Transactions processing
  • Partner processing

Service

  • Overview of CRM Service
  • Installed Base Management and Individual Objects
  • Service Agreements and Service Contracts
  • Service Plans
  • Service Order Management
  • Product Service Letters
  • Complaints and Returns Management
  • Warranty
  • Case Management

E-commerce (Internet Sales)

  • Introduction
  • B2B and B2c scenarios
  • Product catalog
  • Product proposals
  • Top n products
  • Cross selling
  • Up selling
  • Down selling

Customer Interaction Center (Web Client)

  • Interaction center overview
  • Framework and components
  • IC Web functions
  • Communication Architecture
  • Creating IC Business Role
  • Configuring profiles of IC Business Role
  • Account Identification Profile
  • Agent Inbox settings
  • Alert Modeling
  • Scripting
  • Category Modeler

Mobile Sales

  • Introduction
  • Architecture and setup
  • Administration console
  • Client console
  • Mobile application studio
  • Mobile repository server

Middleware

  • CRM Middleware Overview
  • Concepts of Middleware
  • Administration Console
  • Adapter Objects
  • Initial Load, Delta Load
  • BDocs and types of BDocs
  • BDoc Modeler
  • Data exchange between R/3 backend
  • Monitoring and Error handling

Customer Reviews


Thanks to Xpertised and the tutor who walked me through all the topics with Practical exposure which is helping me in my current project.
-Waseem

Course was quite helpful in terms of understanding of concepts and practicality. Its really a very friendly environment to learn. The timing were mutually chosen, as we both are working professional. I am quite satisfied with the course.
-Tanmoy

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