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Course      : SAP CRM 5.0
Type           : Hands-On Training

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
                                                                                                                Go To Top

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