ERP – CRM

  • Introduction Of ERP & SAP

    • Concept of ERP & ERP Software
    • Overview of other Modules within SAP
    • Career Prospects in SAP
    • Consultant role and responsibilities
    • Types of SAP Projects

  • ASAP Methodology & SAP Landscape

    • ASAP Methodology Overview in detail Project preparation Blueprints Realization Final Preparation Go live and Support
    • SAP Landscapes
    • R/3 Architecture

  • SAP CRM Overview & Architecture

    • Overview and Introduction
    • Foundation & Architecture of SAP CRM, components that make up this landscape
    • SAP CRM Analytics
    • SAP CRM Marketing
    • SAP CRM E-Commerce
    • SAP CRM Channel Management, Including Internet applications
    • SAP CRM Sales
    • SAP CRM Interaction Center
    • SAP CRM Service
    • SAP Field Applications (with focus on Mobile Service)
    • SAP CRM for Industries
    • Integration with other SAP suite of modules
    • Main elements of the UI concept.
    • Introduction to Pre-configured roles in SAP CRM.

  • SAP CRM Marketing

    • Marketing Plan and Campaign Management (Marketing Planner, Product Selection, Partner Functions, Generic Actions, Campaign Execution)
    • Marketing Calendar
    • Customer Segments and Target Groups.
    • Graphical Modeler.
    • External List Management.
    • Lead Management
    • Marketing Analytics

  • SAP CRM Web Channel

    • E-Selling.
    • E-Services.
    • E-Marketing.

  • SAP CRM Partner Channel Management

    • SAP CRM Partner Channel Management Overview.
    • Roles in Partner Channel Management.
    • Channel Commerce.
    • Channel Marketing Funds.

  • SAP CRM Sales

    • Account & Contact Management.
    • Activity Management.
    • Opportunity Management.
    • Quotation and Order Management.
    • Sales Contract Management.
    • Incentive and Commission Management,
    • Territory Management

  • SAP CRM Interaction Center

    • Interaction Center Agent Functionalities.
    • Interaction Center Management.
    • Define CIC Profile and Customer-Specific Workspaces
    • Define Front-office framework
    • Component Configuration
    • Action Box Configuration
    • CTI Configuration

  • SAP CRM Service

    • Installation Management and Objects.
    • Categorization Schema
    • Service Contracts and Service Plans.
    • Service Tickets, Incidents & Complaints
    • Service Order Management.
    • Complaint, Repair and Return Management

  • SAP CRM Field Application

    • Mobile Sales and Services
    • Technical aspects of Field Applications
    • Mobile Sales for Handhelds

  • SAP CRM Analytics

    • Overview of SAP CRM Analytics.
    • Interactive Reporting.

  • SAP CRM Implementation and Operation

    • SAP Solution Manager in Implementation.
    • Customizing SAP CRM.

  • Account Management

    • Overview of Accounts and Business Partners.
    • Relationships between Business Partners.
    • Account Classification Options and Account Hierarchies.
    • Data Exchange with the SAP ERP System.

  • Organizational Management

    • Explain the use of the Organizational model in SAP CRM.
    • Maintain an Organizational Model.
    • Process of Organizational data determination.
    • Create an Organizational data profile.

  • Product Master

    • Concept of CRM Product Master.
    • Product hierarchies and categories.
    • Set types and attributes.
    • Explain the product master using set types and attributes.

  • Transaction Processing

    • Structure of Transactions.
    • Transaction types, Item categories and Item category determination.
    • Basic Functions in Business Transactions – Copying control, Text determination, Incompleteness, Status Management, Date Management.

  • Activity Management

    • Activities and activity Management.
    • Configure a Transaction type for activities.
    • Groupware Integration.

  • Partner Processing

    • Functions associated with partner processing in business transactions.
    • Customizing a Partner determination procedure.
    • Customizing access sequence and assigning to partner determination procedure.

  • Actions

    • Overview of Action Processing.
    • Action Definition and Customizing.

  • CRM Pricing

    • Internet pricing Configuration (IPC)
    • Condition technique.
    • Pricing Function.
    • Pricing customizing.
    • Condition Maintenance in SAP CRM.

  • CRM Billing

    • Document flow in CRM Billing.
    • Create and describe a Billing document.
    • Customizing settings relevant for CRM Billing.

  • CRM Middleware

    • Introduction to CRM Middleware.
    • CRM Middleware Architecture.
    • Date exchange with ERP Backend.
    • Connection between SAP CRM and SAP R/3.
    • Synchronization scenario for customizing data.
    • Synchronization scenario for Business data and Conditions.
    • Data flow with CRM Middleware.
    • Data exchange from CRM to SAP R/3.
    • Utilize CRM middleware monitoring tools.
    • Tools available to compare and synchronize objects across systems.
    • Troubleshoot errors Initial Load from R/3 to CRM.

  • Introduction to CRM Web Client UI

    • Terminology of different CRM screen elements.
    • Functions of different UI elements.
    • Using the new CRM Web UI
    • Business Roles
    • View Configuration
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    • Personalize different UI elements.

  • Business Roles

    • Overview of CRM standard Business roles.
    • Create/change business roles.
    • Assigning business roles to the organizational model.
    • Layout Profile.
    • Functional Profile.
    • Technical Profile.
    • Authorization concept.

  • Real time support issues and their solutions Project Implementation strategy

    • Real time support issues and their solutions Project Implementation strategy
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