● SAP CRM (Customer Relationship Management) is an integrated application
● Developed by SAP AG for business software requirements
● Designed for midsize and large organizations
● Applicable across all industries and sectors
● Focuses on customer loyalty, value, and profitability
● Covers the entire value chain
● Uses front-office and back-office functionalities
● Supports industry-specific business processes
● Developed by SAP AG for business software requirements
● Designed for midsize and large organizations
● Applicable across all industries and sectors
● Focuses on customer loyalty, value, and profitability
● Covers the entire value chain
● Uses front-office and back-office functionalities
● Supports industry-specific business processes
● Provides a unified web-based user interface
● Delivers CRM-centric solutions tailored to business users
● Covers marketing, sales, and service channels
● Includes embedded analytics
● Supports end-to-end industry-specific processes
● Automates customer relationship management
● Improves customer engagement and efficiency
● Runs on the SAP NetWeaver platform
● Delivers CRM-centric solutions tailored to business users
● Covers marketing, sales, and service channels
● Includes embedded analytics
● Supports end-to-end industry-specific processes
● Automates customer relationship management
● Improves customer engagement and efficiency
● Runs on the SAP NetWeaver platform
● Basic understanding of CRM business processes
● Knowledge of marketing concepts
● Awareness of vendors and customers
● Understanding of sales and service processes
● Familiarity with web clients
● Basic customer marketing skills
● Knowledge of marketing concepts
● Awareness of vendors and customers
● Understanding of sales and service processes
● Familiarity with web clients
● Basic customer marketing skills
● Introduction to mySAP CRM
● mySAP CRM as a complete business solution
● CRM architecture overview
● Component integration
● Key capabilities of mySAP CRM
● Channels of customer interaction
● Career opportunities in mySAP CRM
● mySAP CRM as a complete business solution
● CRM architecture overview
● Component integration
● Key capabilities of mySAP CRM
● Channels of customer interaction
● Career opportunities in mySAP CRM
● Overview of CRM Server Technology
● Account Management (Business Partner Master)
● Product Master
● Organization Management
● Territory Management
● Transaction Processing
● Item Categories
● Activity Management
● Partner Processing
● Status Profiles
● Actions
● Pricing Fundamentals (ECC 6.0)
● Condition Technique
● Pricing Procedure Determination (ECC 6.0)
● Account Management (Business Partner Master)
● Product Master
● Organization Management
● Territory Management
● Transaction Processing
● Item Categories
● Activity Management
● Partner Processing
● Status Profiles
● Actions
● Pricing Fundamentals (ECC 6.0)
● Condition Technique
● Pricing Procedure Determination (ECC 6.0)
● Interface Overview
● IC Business Role
● Navigation Bar Profile
● Logical Links
● Layout Profile
● Technical Profile
● Component Workbench
● IC Business Role
● Navigation Bar Profile
● Logical Links
● Layout Profile
● Technical Profile
● Component Workbench
● Introduction to SAP CRM Marketing
● Marketing Planning
● Campaign Management
● Marketing Calendar
● Marketing Analytics
● Business Partner Segmentation
● Segment Builder Tool
● Personalized Mail Forms
● External List Management
● Product Proposals
● Lead Management
● Sales Cycle Overview
● Opportunity Management
● Copying Control
● Quotation Process
● Order Process
● Quotation Management
● Order Management
● Special Functions in Sales Transactions
● Visit Planning
● Contract Management
● Status Management
● Transaction Processing
● Partner Processing
● Overview of CRM Service
● Installed Base Management
● Individual Objects
● Service Agreements
● Service Contracts
● Service Plans
● Service Order Management
● Product Service Letters
● Complaints Management
● Returns Management
● Warranty Processing
● Case Management
● Installed Base Management
● Individual Objects
● Service Agreements
● Service Contracts
● Service Plans
● Service Order Management
● Product Service Letters
● Complaints Management
● Returns Management
● Warranty Processing
● Case Management
● Introduction to Internet Sales
● B2B Scenarios
● B2C Scenarios
● Product Catalog
● Product Proposals
● Top-N Products
● Cross Selling
● Up Selling
● Down Selling
● B2B Scenarios
● B2C Scenarios
● Product Catalog
● Product Proposals
● Top-N Products
● Cross Selling
● Up Selling
● Down Selling
● Introduction to Mobile Sales
● Architecture Overview
● System Setup
● Administration Console
● Client Console
● Mobile Application Studio
● Mobile Repository Server
● Architecture Overview
● System Setup
● Administration Console
● Client Console
● Mobile Application Studio
● Mobile Repository Server
● Interaction Center Overview
● Framework and Components
● IC Web Functions
● Communication Architecture
● Creating IC Business Roles
● Configuring IC Business Role Profiles
● Account Identification Profile
● Agent Inbox Settings
● Alert Modeling
● Scripting
● Category Modeler
● Framework and Components
● IC Web Functions
● Communication Architecture
● Creating IC Business Roles
● Configuring IC Business Role Profiles
● Account Identification Profile
● Agent Inbox Settings
● Alert Modeling
● Scripting
● Category Modeler
● CRM Middleware Overview
● Middleware Concepts
● Administration Console
● Adapter Objects
● Initial Load
● Delta Load
● BDocs Overview
● Types of BDocs
● BDoc Modeler
● Data Exchange with R/3 Backend
● Monitoring
● Error Handling
● Middleware Concepts
● Administration Console
● Adapter Objects
● Initial Load
● Delta Load
● BDocs Overview
● Types of BDocs
● BDoc Modeler
● Data Exchange with R/3 Backend
● Monitoring
● Error Handling
