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SAP Customer Relationship Management (CRM) Training Class |
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SAP Customer Relationship Management (CRM) Training Seminar
This course discusses the principles of CRM and explains how it is implemented in the R/3 System. Following on from this, it also looks at the features of SAP CRM within the individual applications and in the SAP CRM environment.
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Price |
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$74.95
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Agenda |
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Unit 1 Overview and Objectives
What is CRM?
- The learner will be able to The trainee will be shown what CRM is and what it focuses on.
Basic Components of CRM
- The learner will be able to The trainee will be introduced to the basic components of CRM.
Customer Interaction in CRM
- The learner will be able to The trainee will be shown which types of customer interaction are possible in CRM.
Technical Structure of SAP CRM
- The learner will be able to The trainee will be introduced to the technical structure of SAP CRM.
SAP CRM From a Business View
- The learner will be able to The trainee will be introduced to the system architecture of SAP CRM from a business point of view.
Business Partners
- The learner will be able to The trainee will be shown how business partners are defined and structured in CRM.
Products and Product Catalogs
- The learner will be able to The trainee will be introduced to products and product catalogs in Internet Sales.
SAP CRM Organizational Model
- The learner will be able to The trainee will be introduced to the CRM organizational model and its structure.
Customer Interaction Management
- The learner will be able to The trainee will be shown which types of customer interaction are mapped in Customer Interaction Management and how.
Marketing Planning & Campaign Management
- The learner will be able to The trainee will be introduced to the key elements of Marketing Planning and Campaign Management.
Unit 1 Summary
Post Assessment
Unit 2 Overview and Objectives
What is Internet Selling?
- The learner will be able to The trainee will be introduced to the functionality of Internet Sales.
Features of Internet Sales
- The learner will be able to The trainee will be introduced to the most important features of Internet Sales.
Customer Interaction Center in CRM
- The learner will be able to The trainee will be shown how Telesales is structured.
Telesales Functionality
- The learner will be able to The trainee will be introduced to the functions of Telesales.
Telesales User Interface
- The learner will be able to The trainee will be introduced to the areas of the user interface.
Inbound Telesales
- The learner will be able to The trainee will be shown how the Call Center Agent interacts with the customer during cross-selling, up-selling and down-selling.
Key Elements of the SIC
- The learner will be able to The trainee will be introduced to the key elements of the SIC.
Customer Interaction via E-Mail
- The learner will be able to The trainee will be introduced to customer interaction via e-mail.
Interactive Intelligent Agent (IIA)
- The learner will be able to The trainee will be introduced to the functionality of the Interactive Intelligent Agent (IIA).
Mobile Client Architecture
- The learner will be able to The trainee will be shown how the architecture of the Mobile Client is structured.
Mobile Sales Functions
- The learner will be able to The trainee will be introduced to the basic functions of Mobile Sales.
Mobile Service Functions
- The learner will be able to The trainee will be introduced to the functions supported by Mobile Service.
Marketing Planning & Campaign Management
- The learner will be able to The trainee will be shown what is expected of an efficient marketing concept.
Marketing Process
- The trainee will be introduced to the marketing process.
Unit 2 Summary
Post Assessment
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Audience |
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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. .
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