SAP CRM Functional Course Content:

1. Introduction to:

• Fundamentals and architecture of SAP CRM
• SAP CRM Marketing
• SAP CRM Sales
• SAP CRM Service
• Implementation & operation of SAP CRM
• CRM Base Customization: CR 100
• Overview of the CRM Solution: SAP CRM

2. CRM basic data:

• Account Management
• Organizational model
• Product master
• Customizing settings for each object
• CRM business transactions
• Overview of generic functions in business transactions
• Activity management
• Customizing for these objects
• Process control and determination
• Partner determination
• Actions

3. Overview of pricing in CRM

• CRM billing
• Basics concepts of CRM middleware
• Introduction to the CRM Web Client User Interface

4. CRM Marketing : CR 600

• Overview of marketing management in SAP CRM
• Marketing Plans and campaign management
• Working with marketing projects
• Preparation and Execution of campaigns
• Segmenting business partners
• Marketing attributes
• Graphical Modeler
• Creating profiles and target groups
• Personalized mail forms
• Creating personalized e-mails
• Marketing Product Proposals
• Lead Management and Surveys
• Campaign automation
• External List Management
• Special Functions and Features in campaign management
• Couponing

5. CRM Sales: CR 300

• Opportunity management and Pipeline Performance Management
• Copying control
• Quotation management
• Order management
• Special functions in quotation and order management
• Pricing in SAP CRM Sales
• Contract management
• Rebate processing
• Activity management inSAP CRM Sales
• Visit planning
• Territory management

6. CRM Service : CR 700

• Maintenance of technical objects
• Installed base management
• Individual objects
• Service contract processing
• Service agreements
• Service contracts
• Service plans

7. Service order processing

• Resource planning
• Service confirmation
• Service billing
• ERP Integration

8. Complaints and returns processing

• Complaints and returns
• In-house repair processing