SAP R/3 v4.6c Customer Relationship Management (CRM)

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Summary: SAP R/3 v4.6c Customer Relationship Management (CRM)
Review: Course Overview
SAP Customer Relationship Management (CRM) - Overview introduces the trainee to the term Customer Relationship Management (CRM) and its objectives, as well as looking at the basic principles of SAP CRM and explaining what SAP CRM can be used for. Furthermore, the trainee will be introduced to the individual applications of CRM and their most important features.

Learn To

CRM and the SAP CRM System.
Customer Relationship Management.
SAP CRM Architecture.
CRM Basics.
SAP CRM Applications.
Internet Sales.
Telesales (Customer Interaction Center).
Service Interaction Center.
Mobile Client in SAP CRM.
Marketing Planning & Campaign Management.

Audience
The audience for this course would include students who need to learn how to use SAP CRM Members of project teams (organizational and conceptual phases). There are no prerequisites for participating in the course.

Deployment Options
e-Learning

Accreditation
NASBA credits: 4 CPE Credits
CEU credits: 0.35 CEUs

Language Options
US English, German

Total Learning Time
3 to 4 hours

Objectives
Unit 1: CRM and the SAP CRM System 1.5 - 2 hours

Customer Relationship Management - What is CRM? - Basic Components of CRM - Customer Interaction in CRM
SAP CRM Architecture - Technical Structure of SAP CRM - SAP CRM From a Business View
CRM Basics - Business Partners - Products and Product Catalogs - SAP CRM Organizational Model - Customer Interaction Management - Marketing Planning & Campaign Management

Unit 2: SAP CRM Applications 1.5 - 2 hours

Internet Sales - What is Internet Selling? - Features of Internet Sales
Telesales (Customer Interaction Center) - Customer Interaction Center in CRM - Telesales Functionality - Telesales User Interface - Inbound Telesales
Service Interaction Center - Key Elements of the SIC - Customer Interaction via E-Mail - Interactive Intelligent Agent (IIA)
Mobile Client in SAP CRM - Mobile Client Architecture - Mobile Sales Functions - Mobile Service Functions
Marketing Planning & Campaign Management - Marketing Planning & Campaign Management - Marketing Process