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mySAP CRM 3.0 Overview Training Class |
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mySAP CRM 3.0 Overview Training Seminar
This course deals with the following topics: Example scenarios from mySAP CRM, the CRM organizational model, architecture, the Sales, Service and Marketing Management applications, as well as additional topics such as IPC, CRM Billing and the CRM Transaction Tax Engine.
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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 trainee will be shown what CRM is.
mySAP CRM
- The trainee will be introduced to the most important features of mySAP CRM.
Personal Contact
- The trainee will be able to name typical steps involved in personal customer contact.
Contact by Telephone
- The trainee will be introduced to the special features of contact by telephone within mySAP CRM.
Internet / B2C
- The trainee will be introduced to the basic processes involved in B2C transactions.
Internet / B2B
- The trainee will be introduced to the basic processes involved in B2B transactions.
Navigation
- The trainee will be shown how to use the locator when handling CRM transactions.
Business Partners
- The trainee will be introduced to the most important concepts relating to CRM business partners.
Products and Product Catalogs
- The trainee will be shown how to create various product types in the mySAP CRM System.
mySAP CRM Organizational Model
- The trainee will be introduced to the most important concepts of the CRM organizational model.
Business Transactions
- The trainee will be shown how to create a follow-up activity to an existing transaction.
Campaign Management
- The trainee will be introduced to the processes involved in campaign management.
mySAP CRM Architecture: Technical View
- The trainee will be introduced to the technical concepts of the CRM architecture.
Mobile Client Architecture in mySAP CRM
- The trainee will be introduced to the features of the CRM applications "Mobile Sales" and "Mobile Service".
mySAP CRM Architecture: User View
- The trainee will be introduced to the features of the user role, the key access element of the CRM architecture from the point of view of the user.
Unit 1 Summary
Post Assessment
Unit 2 Overview and Objectives
CIC - Overview and Functions
- The trainee will be introduced to the procedure for creating a follow-up activity to an activity in the Customer Interaction Center.
Sales - Overview
- The trainee will be shown how to handle the opportunities transaction in the Sales application.
Telesales
- The trainee will be introduced to the most important concepts in a telesales scenario.
Mobile Sales
- The trainee will be introduced to the sequence of operations supported by CRM Mobile.
Internet Sales
- The trainee will be introduced to the most important concepts in an Internet sales scenario.
Service - Overview
- The trainee will be shown how to call up the Maintain Service Orders application.
Service Interaction Center
- The trainee will be shown how a service process is handled in the Service Interaction Center.
Mobile Service
- The trainee will be introduced to the activities supported by Mobile Service.
Internet Customer Self Service
- The trainee will be introduced to the functions of Internet Customer Self Service.
Marketing Planning and Campaign Management
- The trainee will be shown how to call up the Marketing Planner application.
Segmenting Target Groups
- The trainee will be introduced to the procedures involved in segmenting target groups.
Planning and Performing Campaigns
- The trainee will be shown how a campaign is performed.
Lead Management
- The trainee will be introduced to the activities supported by lead management.
Personalization
- The trainee will be introduced to personalization.
Analyzing Campaigns
- The trainee will be introduced to the most important tools for analyzing campaigns.
Internet Pricing and Configurator
- The trainee will be introduced to the possible applications of the Internet Pricing and Configurator.
CRM Billing
- The trainee will be introduced to basic principles of CRM billing.
CRM Transaction Tax Engine
- The trainee will be introduced to the most important tasks of the CRM Transaction Tax Engine.
Unit 2 Summary
Post Assessment
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Audience |
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The course is intended for those who need to acquire knowledge about Customer Relationship Management, and mySAP CRM 3.0 in particular. It is intended for end-users as well User Support and Project Team members. . Participants should have basic knowledge of Windows or other graphical user interfaces (GUI). .
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