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SAP CRM Course

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SAP CRM Course

CRM module

In businesses, acquiring new customers and retaining existing ones is becoming increasingly critical to compete and survive. Therefore an agile CRM (Customer relationship management) system is the answer to bridge the gap between business processes and customer expectations. Basically, a CRM is a set of processes to efficiently manage organizations’ interaction with clients and sales prospects. It mainly involves technology to organize, automate and synchronize sales, marketing, customer service and technical support. The goal of any organization is to keep the customer always in sharp focus.

The CRM module equips the student to:

  • Handling client queries
  • Coordinating between various departments to resolve client queries or do query modification
  • Escalate issues

After the course completion the student can find jobs in:

  • Manufacturing
  • Sales
  • Consulting
  • IT
  • Healthcare
  • Insurance
  • Retail
  • Banking

SAP CRM COURSE OUTLINE

(Version SAP CRM 7.0)

  • SAP CRM Overview and Fundamentals
  • Components of SAP CRM (Architecture)
  • Overview of various CRM Interaction Channels/ Applications

CRM FOUNDATION KNOWLEDGE

For most of the Base Customization topics relevant SAP SD concepts will be discussed in detail before covering concerned CRM Topic

  1. Base Customization
  1. Account and Contact Management
  2. Organizational Management
  3. Product Master
  4. Account Hierarchies
  5. Territory Management
  6. Transactional Processing
  • Partner Processing
  • Organizational Data Determination profile
  • Action Profile
  • Date Management Profile
  • Text Determination Profile
  • Status Management Profile
  1. Activity Management
  2. Basics on Pricing (ECC –SD module)
    • Pricing Condition Technique
    • Condition Table Creation
    • Condition Types
    • Access Sequence
    • Defining Pricing Procedures
    • Determination of Pricing Procedures
  3. CRM Pricing Overview (complete in depth)
    • General Condition Maintenance
  4. CRM Billing
    • Billing Engine Overview
    • Billing Document Types
    • Billing Item Category
    • Billing Item Category Determination
  1. Crm Middleware
  1. Middleware Overview
  2. Basic CRM Middleware Concepts
  3. System Connectivity using RFC
  4. Data Replication Admin Console
  5. Various types of Data Replications
  6. Adapter Object overview
  7. Middleware monitoring
  8. Data Exchange with the SAP System
    • Business Partner Data Mapping and Function module for mapping Custom Account Groups of ECC to custom BP roles in CRM and Customer Download
    • Business Partner ( Accounts/Contacts)Replication from ECC to CRM and CRM to ECC
    • Product Master Data Mapping and Download
    • Transactional Data Mapping and Download
    • Pricing Master Data Download

FOCUS KNOWLEDGE

  • Crm Marketing
  1. Marketing Planning and Campaign Management
  2. Working with Campaigns
  3. Business Process Configuration
    • Basic Campaign Configuration
    • Communication Channel
  1. Marketing Plans and Campaigns
    • Marketing Attributes and Attribute sets
    • Creating Marketing Plans /Marketing Plan Elements
    • Maintain Campaigns/ Campaign Elements
    • Steps for Campaign execution
  1. External List Management (ELM)
  2. Business Partner Segmentation
    • Maintain Data Sources
    • Attribute Lists
    • Segment Builder
  • Creation of Profiles and Profile Sets
  • Model Profiles
  • Create and Use Target Groups
  • Post Processing of Target Groups
  1. Designing Personalized Mail Forms
  1. Lead Management
    • Settings for Lead Transaction type
    • Lead Generation
    • Lead Qualification
    • Creation of Questionnaire using SURVEY SUIT
  1. Crm Sales
  1. Scenario based discussion
  2. Opportunity Management Overview
  3. Opportunities with Sales Methodology
  4. Opportunity Sales Cycle
  5. Copy Controls
  6. Quotation and Order management
  7. Item Categories and determinations
  8. Special Functionalities with-in Order Management
  1. Crm Web - Channel (E-Commerce)
  1. E-Commerce Business Scenario discussion
  1. Overview of Web-Channel Application Architecture
  2. Overview on XCM settings for setting up B2B/B2C Applications
  1. General Configuration
    • Setting Up Internet Users for B2B
    • Generating Authorizations
    • Product Catalog related settings
    • Selecting Document Types
    • Creating Templates for Folders
    • Defining Catalog Types
  1. Basic Configuration
    • Replication of product catalog contents initially
    • Delta replication of product catalog 
  1. Sales Configuration
    • Defining Events for Availability Check
    • CRM Configuration - Setting up Middleware Parameters
    • Define ATP Profile and assignment to relevant Item Category
    • Activating Credit limit Check
  1. Product Catalog Management
    • Creation of Product Catalog
    • Creating Catalog Variants
    • Creating Catalog Areas
    • Assigning Products to Product Catalog
  1. Web Shop Management
    • Kinds of Web Shops
    • Creation of Web Shop
  1. Crm Service
  1. SAP CRM Service Overview
  2. Settings for Service Contract Item / Service Product /Warranty Product
  3. Installed Base Management
  4. Service Contract Processing
  5. Service Order Processing and Service Confirmations
  6. Complaints and Returns processing
  • Customer Interaction center – CIC Web Client
  1. Interaction Center Architecture Overview
  2. Agent based scenario discussion
  3. Business Role definition
  4. Navigation Bar Profile
  5. Definition of Technical Profile
  6. Defining and assigning Function Profiles for IC WEB Client
  7. Other relevant configurations
  8. Creation of Transaction Launchers
  • Web Client UI (User Interface)
  1. Business Roles configuration
  2. Nav Bar Profile
  3. Role Config keys
  4. PFCG Roles
  5. Web UI Layout/Screen configuration
  1. Real Time Scenario Discussions
  1. Real Time Project related Orientation
  1. Project Orientation – discussion on how real time projects are executed
  2. Project System Landscape
  3. Kinds of SAP Projects and ASAP Methodology
  4. Interview Related Questions
  5. Resume Preparation & Interview Tips
Sample Description

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