Course Content:

• Introduction to CRM
• Architecture and components
  
• Introduction in People-centric CRM (PC UI)
  
• Master Data
  • Business partner
  • Organizational model
  • Product master
    
• CRM business transactions
• Activity management
  
• Partner determination
  
• Actions
• CRM Sales
  • Call planning
  • Activity management in mySAP CRM Sales
  • Area management
  • Opportunity Management
  • Copy control
  • Quote management
  • Order management
  • Special functions in quote and order management
  • Pricing in mySAP CRM Sales
  • Contract management
  • Rebate processing
• SAP CRM E-Commerce solutions
  • Web shop administration (Web-based)
  • Superuser / user administration
  • Maintaining and explaining the product catalog (views, documents, BAdIs, product  catalog export, external catalogs, Web-based maintenance. ..
  • Pricing in the Web shop using the Internet Pricing Configurator (IPC) - Marketing functions
  • E-service
    
  • Additional functions
• SAP CRM Service
  • Installed base management:
    
  • Service contract processing:
    - Service agreements
    - Service contracts
    - Service plans
    - Usage-based billing
    
  • Service order processing:
    - Resource planning
    - Service confirmation
    - Service billing
    - Product service letter
    - Warranty claims
    
  • Complaints and returns processing:
    - Complaints and returns
    - In-house repair processing
    
  • Case management
• IC Win client
  • Introduction, terminology
    
  • Architecture, landscape
  • Agent functions and processes in the IC
    
  • Creating IC profiles
    
  • Configuring components
    
  • IC management functions - Call lists – Scripting
• IC Web Client
  • Architecture and technology
  • Agent functions and operating the IC
  • Creating IC profiles
    
  • Configuring components such as the navigation bar and the transaction launcher
  • IC manager portal:
    - IC manager dashboard
    - Management call lists
    - Interactive scripting
    - IC workforce management
• Marketing management in mySAP CRM
  
• Marketing and campaign planning
  
• Planning and performing marketing projects
• Marketing Calendar
• Overview of marketing analytics
  - Personalized mail forms
  
• Segmenting business partners
• Lead Management
• Campaign automation
• External List Management
  
• Special functions in campaign management
• Couponing
• CRM Middleware
  
• Connecting an SAP back-end system to an SAP CRM system:
  • CRM Middleware / administration console
    - Messaging BDoc
    - Initial load / delta load / request
    - Data flow, configuration and monitoring
    
• Connecting an external system using the XIF adapter
  
• Architecture and technical configuration for field applications (mobile):
  
  • CRM Middleware: synchronizing BDoc and consolidated database
  • Minor / major realignment
• Analytical CRM
  
• Analytical methods:
  • Measurement (data extraction and reporting)
  • Forecasts (data mining with a decision tree, scoring, association analysis, ABC classification)
  • Optimizing (using analytical results in CRM processes)
  • Planning (CRM planning applications)
• Analytical scenarios:
  • Interaction channel analyses
  • Customer analyses
  • Marketing analyses
  • Sales analyses
  • Service analyses