Best SAP CRM Online Training In USA

SAP CRM Online Training

SAP CRM (Customer Relationship Management) is another important SAP module managing customer relationships. It provides tools that help in analyzing and monitoring the customer tends to better forecast services like profit, losses and business sales; industry-specific scenarios. It consists of three modules: service, marketing and sales. Service module comprises activities that are involved in SAP EEC’s PM and SM modules; it includes repairs management, base management (installed and equipment), service order management, returns management, and service contracts management. Marketing module is involved with customer acquisition with the help of marketing department; it includes trade promotion management, segmentation and campaign management. Sales is the module that involves OTC (order to cash) cycle and excludes the logistic part; it includes billing and order management. Other major features include analytics (e-commerce marketing, e-commerce sales, IC sales, mobile sales, mobile analytics, IC service, IC analytics and many more) and channel management (e-commerce, customer interaction center and field applications).

SAP CRM Syllabus

❯ Overview

  • Architecture
  • Framework overview
  • ASAP methodology

❯ Base Customization

  • Products
  • Transaction
  • Business partner role
  • Activity management
  • Partner processing
  • Screen configuration
  • Organization management
    • Maintenance of prefix number
    • Data profile for service and sales scenarios
  • Territory management
    • Number range interval
    • Territory hierarchy levels
    • Activating KPIs
    • Deactivating KPIs

❯ Core Fundamentals

  • Account Management
  • Organizational model
  • Product master
  • Customizing settings for each object
  • CRM business transactions
  • Overview of generic functions in business transactions
  • Activity management
  • Customizing for these objects
  • Process control and determination
  • Partner determination
  • Actions
  • Overview of pricing in CRM
  • CRM billing

❯ Concepts of Middleware

  • What is CRM WebClient UI
  • Implementation fundamentals of Core-SAP

❯ Workshop Preparation

  • Functional Design and Blueprint Preparation
  • Functional Specification Documentation
  • Change Management
  • Testing
  • Support Activities
  • Interaction Center

❯ SAP CRM UI Overview

  • Concept of UI
  • Agent inbox
  • Architecture
  • Business roles
  • Category modeler
  • Communication Architecture
  • Configuration of UI
  • IC agent functions
  • IC marketing and sales
  • IC service
  • IC web client functions and profiles
  • Customizing navigation bar
  • Transaction Launcher
  • Rule modeler
  • IC manager functions
  • Skin configuration

❯ SAP CRM Marketing

  • Overview of marketing management in SAP CRM
  • Tasks and objectives
  • Marketing planning
  • Campaign management
    • Elements
    • Plans
  • Working with marketing projects
  • Graphical Modeler
  • Preparation of campaigns
  • Execution of campaigns
  • Segmenting business partners
  • Marketing attributes
  • Lead management
  • External list management
  • Creating profiles and target groups
  • Personal mail forms
  • Marketing product proposals
  • BP segmentation
  • Lead management and Surveys
  • Campaign automation
  • Special functions and features in campaign management
  • Couponing

 ❯ SAP CRM Sales

  • Opportunity management
  • Pipeline Performance Management
  • Sales life cycle
  • Copying control
  • Sales scenarios
  • Quotation management
  • CRM analytics
  • Service overview
  • Order management
  • Service organization
  • Pricing in SAP CRM Sales
  • Contract management
  • Service orders
  • Rebate processing
  • Activity management in SAP CRM Sales
  • Visit planning
  • Types of services
    • Customer
    • Technical
    • Financial
    • Professional
  • Territory management
  • Case study

❯ SAP CRM Service

  • CRM service transaction
  • Transaction type
  • Maintenance of technical objects
  • Individual objects
  • Service contract processing
  • Complaints and returns
  • Service plans
  • Service agreements
  • IT service management
  • Service order processing
  • Resource planning
  • Service confirmation
  • Service contracts
  • Installed base management
  • Service billing
  • Integration of ERP
  • Complaints and returns processing
  • In-house repair processing

❯ SAP Middleware

  • Overview
  • Adapters for middleware
  • Initial download concepts
  • B-doc (business documents) concepts
  • RFC concept

❯ Business Partners

  • Business partners in CRM
  • Business roles
  • Create business partners
    • Person
    • Organization
    • Group
  • Business partner groupings
  • Partner determination procedure

❯ Basic Campaign Management

  • What are objectives
  • What are tactics
  • What are transaction types
  • Assigning organizational data
  • Maintaining sender address for e-mail

❯ Pricing

  • Overview
  • Document pricing procedure
  • Creating pricing procedure
  • Determine pricing procedure

❯ Workshop

  • Solution manager
  • ASAP methodology
  • Resume preparation
  • Business blue print


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