It is a process or methodology used to learn more about customers' needs and behaviors in order to develop stronger relationships with them. The more useful way to think about CRM is as a process that will help bring together lots of pieces of information about customers, sales, marketing effectiveness, responsiveness and market trends.
CRM helps businesses use technology and human resources to gain insight into the behavior of customers and the value of those customers.
CRM “is a business strategy that aims to understand, anticipate and manage the needs of an organisation’s current and potential customers”
1.0 Introduction to CRM
1.1 Introduction to SAP - CRM.|
1.2 SAP R/3 Architecture.
1.3 Login to SAP.
1.4 Sessions - Easy Access & IMG Menus.
2.0 Master Data
2.1 Organization Management(OM)|
2.2 Business Partner (BP)
2.4 Product catalog
2.5 Territory management
3.0 Organizational Management
3.2 Organizational Structure
3.3 Organizational Objects & Attributes
3.4 Customizing & configuration.
4.0 Partner Determination
4.1 Business Partner categories, BP Type & BP Roles.|
4.2 BP Relationships
4.3 Customizing & configuration
5.0 Product Master
5.1 Product Master Basics|
5.2 Hierarchies, Categories, Set types & Attributes.
5.3 Maintaining Products
6.0 CRM Base Customizing
6.1 Territory Management|
6.2 Business Transaction Processing
6.3 Activity Management
6.5 Overview of Pricing in CRM
6.6 CRM Billing Overview
6.7 CRM Middleware
7.0 Transactions Processing
7.1 Business Transactions|
7.2 Item Category
8.0 CRM - Marketing
8.1 Marketing Planner & Campaign Management|
8.2 Marketing Calendar
8.3 Personalized Mail Forms
8.4 Segment Builder
8.5 Customer Segmentation, Attribute List & Info sets
8.6 Product Proposals
8.7 Campaign Automation
8.8 External List Management
8.9 Lead Management
9.0 CRM - Sales
9.1 Opportunity Management|
9.2 Copying Controls
9.3 Sales Cycle, Tools - Buying Center & Sales Agent
9.4 Quotation management
9.5 Order Management
9.6 Contract management
10.0 CRM - Service
10.1 Installed Base management & Categories|
10.2 Objects, Object Family, Assign OF to IB Category
10.3 Service agreements & service contracts
10.4 Service plans, SLA Profiles & Availability Times
10.5 Service order management
10.6 Complaints & Returns
11.0 Interaction Center (Web Client)
11.1 Agent Function & Processing IC|
11.2 Agent Inbox
11.3 IC Web Clint Profile & Functions
11.4 Communication Architecture
11.5 Rule Polices like ERMS & IDI (Intent Driven Interaction)
11.6 Launch Script & Alerts
Students would be provided SAP Training with Customized Material, Ready Reckoner, SAP Books Soft Copies & Error Handling Document to do the Practice with Interview Questions and Real-time Scenarios etc.
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