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SAP CRM Online Training Course Content

Introduction to SAP CRM

  • Getting to know SAP CRM
  • Basics and Architecture
  • Key capabilities of my SAP CRM
  • Channels of interaction
  • Careers @ my SAP CRM 2007

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

  • Overview of CRM Server Technology
  • Account Management (Business Partner master)
  • Business Partner Role
  • Product master
  • Organization management
  • Territory management
  • Transactions processing
  • Items Categories
  • Activity Management
  • Partner processing
  • Status Profile
  • Actions
  • Pricing fundamentals (ECC 6.0)
  • Condition technique and pricing procedure determination (ECC 6.0)

CRM 7.0 Web UI Configuration

  • Interface Overview
  • IC Business Role
  • Navigation bar Profile
  • Logical Links
  • Layout Profile
  • Technical Profile
  • Component Workbench


  • Overview of marketing management in my SAP CRM
  • Marketing planning & Campaign management
  • Planning and performing marketing projects
  • Marketing Calendar
  • Marketing Analytics
  • Segmentation of business partners
  • Segment builder tool
  • Personalized mail forms
  • Creating Personalized e-mails
  • Campaign Execution
  • Lead Management
  • BP Segmentation
  • External List Management
  • Product Proposal

SAP CRM – Sales

  • The Sales cycle
  • Closed loop interaction cycle
  • Sales Order Scenario between CRM < => R/3
  • Opportunity Management
  • Copying control
  • Quotation and Order Management
  • Special Functions in Quotation and Order Management
  • Visit Planning
  • Contract Management
  • Status Management
  • transactions processing
  • Partner processing
  • Service organization
  • Service Orders
  • CRM Analytics Service
  • 0verview 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
  • Case Management

E-Commerce (Internet Sales)

  • Introduction
  • B2B and B2c scenarios
  • Product catalog
  • Product proposals
  • Top n products
  • Cross selling
  • Up selling
  • Down sellingustomer Interaction Center (Web Client)
  • Interaction center overview
  • Framework and components
  • IC Web functions
  • Communication Architecture
  • Creating IC Business Role
  • Configuring profiles of IC Business Role
  • Account Identification Profile
  • Agent Inbox settings
  • Alert Modeling
  • Scripting
  • Category Modeler

Mobile Sales

  • Introduction
  • Architecture and setup
  • Administration console
  • Client console
  • Mobile application studio
  • Mobile repository server

SAP Middleware

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

CRM Marketing : CR 600

  • Overview of marketing management in SAP CRM
  • Marketing Plans and campaign management
  • Working with marketing projects
  • Preparation and Execution of campaigns
  • Segmenting business partners
  • Marketing attributes
  • Graphical Modeler
  • Creating profiles and target groups
  • Personalized mail forms
  • Creating personalized e-mails
  • Marketing Product Proposals
  • Lead Management and Surveys
  • Campaign automation
  • External List Management
  • Special Functions and Features in campaign management
  • Couponing

CRM Sales: CR 300

  • Opportunity management and Pipeline Performance Management
  • Copying control
  • Quotation management
  • Order management
  • Special functions in quotation and order management
  • Contract management
  • Rebate processing
  • Activity management in SAP CRM Sales
  • Territory management

CRM Service : CR 700

  • Maintenance of technical objects
  • Installed base management
  • Individual objects
  • Service contract processing
  • Service agreements
  • Service contracts
  • Service plans
  • Service order processing
  • Resource planning
  • Service confirmation
  • Service billing
  • ERP Integration
  • Complaints and returns processing
  • Complaints and returns
  • In-house repair processing
  • IT Service Management