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
1. Business partner
2. Organizational model
3. Product master

CRM business transactions

Activity management

Partner determination

Actions

CRM Sales
1. Call planning
2. Activity management in mySAP CRM Sales
3. Area management
4. Opportunity Management
5. Copy control
6. Quote management
7. Order management
8. Special functions in quote and order management
9. Pricing in mySAP CRM Sales
10.Contract management
11. Rebate processing

SAP CRM E-Commerce solutions
1. Web shop administration (Web-based)
2. Superuser / user administration
3. Maintaining and explaining the product catalog (views, documents, BAdIs, product catalog export, external catalogs, Web-based maintenance. ..
4. Pricing in the Web shop using the Internet Pricing Configurator (IPC) - Marketing functions
5. E-service
6. Additional functions

SAP CRM Service
1. Installed base management:
2. Service contract processing:
- Service agreements
- Service contracts
- Service plans
- Usage-based billing
3. Service order processing:
- Resource planning
- Service confirmation
- Service billing
- Product service letter
- Warranty claims
4. Complaints and returns processing:
- Complaints and returns
- In-house repair processing
5. Case management

IC Win client
1. Introduction, terminology
2. Architecture, landscape
3. Agent functions and processes in the IC
4. Creating IC profiles
5. Configuring components
6. IC management functions - Call lists – Scripting

IC Web Client
1. Architecture and technology
2. Agent functions and operating the IC
3. Creating IC profiles
4. Configuring components such as the navigation bar and the transaction launcher
5. 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:
1. 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):
1. CRM Middleware: synchronizing BDoc and consolidated database
2. Minor / major realignment

Analytical CRM

Analytical methods:
1. Measurement (data extraction and reporting)
2. Forecasts (data mining with a decision tree, scoring, association analysis, ABC classification)
3. Optimizing (using analytical results in CRM processes)
4. Planning (CRM planning applications)

Analytical scenarios:
1. Interaction channel analyses
2. Customer analyses
3. Marketing analyses
4. Sales analyses
5. Service analyses