1. Overview and Introduction of mySAP CRM
CRM Analytics , Marketing, E-Commerce
CRM Channel Management
CRM Sales / Mobile Sales
Interaction Center, mySAP Service
Field Applications
CRM for Industries
Integration with other MySAP suite of modules
2: CRM Base Customizing
CRM Basic data & Customizing settings for Enterprise sales
Business partner
Organizational model
Territory Management
Product master CRM Business Transactions
Overview of generic functions in business transactions
Activity Management (including Activity Journal and Groupware Integration)
Transaction type and item category customizing for these objects
3. Process Control & Determination
Partner Determination customizing
Overview of pricing in CRM
Actions (Output determination)
CRM Billing
CRM Middleware in detail – Messaging Bdoc, Data flow, configuration, and monitoring, how to connect back-end system to CRM, Initial load/delta load, etc.
4. Implement “CRM- Marketing”
Opportunity Management
Activity Management
Marketing Planning and Campaign Management (Marketing Planner, Product Selection, Partner Functions, Generic Actions, Campaign Execution)
Marketing Calendar
Customer Segmentation
External List Management
Lead Management
Marketing Analytics
Client Implementation Case Study - Live Exercise
5. Implement CRM- Sales
Architecture of sales modules.
Data synchronization of Master data including Organizational data, BP, Products.
Configuration of Sales Order processing including Visiting customer,
Creation of Quotation, Sales orders, Order fulfillment, Billing
6. Integration with integration with backend (SAP CRM & R/3)
Configuration of Activity management, Opportunity management, Sales cycle
Client Implementation Case Study - Live Exercise
7. Implement CRM- Service
Architecture of service modules.
Configuration of Service Order processing
Case management, Complaints, Contract management
Client Implementation Case Study - Live Exercise
Q&A
