SAP Customer Relationship Management (CRM - Functional) Training

CRM - Functional training imbibes the skills needed by the large and mid sized organizations of different sectors. The training explains how a Customer Relationship Management (CRM) application supports an organization in many ways including automating, organizing,and synchronizing various operations covering customers, business partners, sales, marketing, and operations. The participants will earn functional capability by learning through different scenarios and the associated practical solutions on CRM module.

At the end of the SAP CRM Training, you will exhibit the following skills:

• Detailed understanding of ERP, SAP, and CRM
• Create Business Partners (BP) and manage the associated functions
• Define Organizational Model (OM)  and understand its concepts
• Define hierarchies and assign attributes to the employees accordingly
• Handle queries, prepare quotations, prepare sales order, and customize sales transactions
• Manage data flow in business transactions
• Prepare marketing campaign plan, define its attributes, and execution strategy
• Illustrate lead management
• Maintain service cycle and Customer Interaction center (CIC)

Target audience

• CRM executives
• CRM heads
• Relationship managers
• Loyalty managers
• Professionals dealing with business partners or are part of a marketing campaign
• Freshers willing to build carrer in CRM

Prerequisites

However, there is no formal prerequisite for this course, the candidates having strong interest in CRM domain can undergo this SAP Customer Relationship Management (CRM - Functional) Training.

1. Introduction

• Introduction on ERP
• Introduction on SAP
• Introduction on CRM

2. CRM Concepts

• CRM Business Partners
• Creation of BP (Business partners) on Category
• Basic Settings (Field grouping, No range etc.)
• BP Grouping
• BP Relationships
• Visual Configuration Tools

3. Organization Model

• OM Concepts
• CRM Organizational Model
• Organizational Data Determination

4. Territory Management

• Territory Management
• Hierarchy Levels, Hierarchy ID,
• Assigning employee to Hierarchy

5. Product Master

• Product types
• Creation of Hierarchies and Categories
• Creation of Attributes, Set types

6. Activity Management

• Business Activities /Task
• Activity monitor

7. Basic functions

• Partner Processing
• Access sequence,
• Partner determination procedure

8. Sales Transaction

• Enquiries & Quotations
• Sales Order
• Customizing Sales Transactions
• Sales Order scenario in CRM & R/3

9. Data Flow

• Data Flow in Business Transactions
• Copy Control
• Item category determination

10. Marketing  Management

• Marketing plan Campaign management
• B P Segmentation
• Define Marketing Attributes and Attribute Sets
• Create Data and Sample Source
• Profile Set Details
• Product Proposal
• Personalized Mail forms
• External List Management
• Allocation Planning
• Assigning Target group to channel
• Campaign Execution

11. Lead Management

• Questionnaire/Evaluation for leads
• Qualification level for leads
• Origin, Priority, Group

12. Sales Opportunity  Management

• Customizing  Opportunities
• Sales cycle, Phases
• Origin, Group, Priority

13. Service

• Service organization
• Service cycle
• Service Order
• Service Confirmation
• Complaints and Returns
• Warranty management

14. CRM Contact Channels

• CIC (Customer Interaction Center)
• Frame work & Title Hidden Components,
• Visible Components
• Action Box settings, Remainder scripting
• Interactive scripting
• ASAP Methodology
• System Landscape
• Middleware and Updates
• Version updates
• Features & Advantages
• Screen changes

15. Terminology

• Web UI (User Interface)
• Business Roles & Work Centers
• Logical links/Direct links
• Role Config keys
• PFCG Roles
• Navigation bar profile etc.