SAP CRM (CUSTOMER RELATIONSHIP MANAGEMENT)

 

 

Solution Overview (Introduction):
•    Overview of SAP ERP and SAP CRM
•    Introduction to SAP CRM
•    Overview of CRM 2007 Architecture
•    Channel of CRM
•    CRM Application
•    Role in my SAP CRM

SAP CRM Web User Interface (WEB UI)
•    Architecture of WEB UI
•    UI Concept & UI Component Concept
•    Navigation Bar & Business Roles
•    UI Configuration
•    Personalization
•    Additional Features in Web UI

( CR100)-- Base Customization/Master Data (SAP CRM7.0 & SAP ECC 6.0)

•    CRM Business Partner (BP)
    Creation of BP on Category
    Basic setting on Field grouping & No ranges
    BP Relationships
    BP Roles
    Mapping BP Classification & Account Group from R3 ‡ CRM

•    Organizational Management
    Fundamentals of SAP CRM Org Structure
    Organizational Data determination
    Mapping Org Model & Enterprise Structure from R3 ‡ CRM

•    Territory Management
    Hierarchy Levels, Hierarchy ID
    Assign employee to Hierarchy

•    Product Master
    CRM Product Types
    Creation of Hierarchies & Categories
    Creation of Attributes & Set Types
    Mapping Product Master & Material Master from R3 ‡ CRM


•    Transaction Processing
    Transaction Processing for Enquiry, Quotation & Order
    Customization of Transaction Types
    Assignment of Item Category Determination
    Mapping Transaction Types & Sales doc Processing from R3 ‡ CRM

•    Activity Management
    Business Activity / Task
    Activity Monitor

•    Partner Processing
    Partner determination Procedure

•    Action Profile

•    Pricing Fundamental (SAP CRM)
    Configuration setting for Pricing Procedure
    Pricing fundamentals (ECC 6.0)
    Condition technique and pricing procedure determination (ECC 6.0)

•    CRM Billing
    CRM Billing Fundamental (ECC 6.0)

CR300 --- CRM SALES

•    Introduction to Sales architecture
•    The Sales cycle Process flow
•    Opportunity Management
•    Process flow of Quotation and Order Management
•    Configuration of Quotation and Order Management
•    Special Functions in Quotation and Order Management
•    Product determination/Material determination
•    Product Listing/Exclusion
•    Free goods pricing Procedure
•    Copying Controls
•    Contract Management
•    Credit Management {integration with FSCM}
•    Business Transactions processing for order types
•    Mapping Sales Transaction between SAP ERP ‡ SAP CRM

CR600 --- CRM MARKETING

•    Overview on SAP CRM Sales
•    Marketing planning & Campaign management
•    Marketing Calendar
•    Marketing Analytics
•    Segmentation of business partners
•    Segment builder tool
•    Personalized mail forms
•    External list management
•    Product Proposal
•    Lead Management

CR700 --- CRM SERVICES

•    Overview of CRM Service
•    Installed Base Management and Individual Objects
•    Service Agreements and Service Contracts
•    Service Plans
•    Service Order Management
•    Product Service Letters
•    Complaints and Returns Management
•    Warranty Claim Services
•    Inhouse repair Management
•    Case Management
•    Couponing
•    Mapping Transaction from R3 ‡ CRM

CR500 --- CRM MIDDLEWARE

•    CRM Middleware Overview
•    Concepts of Middleware
•    Administration Console
•    Adapter Objects
•    Initial Load, Delta Load
•    BDocs and types of BDocs
•    BDoc Modeler
•    Data exchange between R/3 backend
•    Monitoring and Error handling


WORKSHOP (Project Orientation Training)

•     Overview of Solution Manager
•     ASAP Methodology
•     Project Orientation – Business Blue Print
•     Functional Specification
•     End user Manual
•     Resume Preparation
•     Overview on ABAP Concepts
•     Business Cases