SAP Overview

 Overview of ERP
 Identify the Features and Benefits of ERP
 SAP System Architecture
 SAP Range of Solutions
Introduction to CRM
 Why is it important to an organization
Overview of the SAP CRM application:
 Fundamentals and architecture
 Overview of key areas (Marketing, Web Channel, Channel Management, Sales, Interaction
Center, Service, Field Applications, Analytics, Implementation & Operation)
Customizing fundamentals for CRM - CRM basic data:
 Account Management
 Organizational model
 Product master
 Customizing settings for each object
Customizing fundamentals for CRM - CRM business transactions
 Overview of generic functions in business transactions
 Activity management
 Customizing for these objects
Customizing fundamentals for CRM - Process control and determination
 Partner determination
 Actions
 Overview of pricing in CRM
 CRM billing
CRM Middleware
 Basics of CRM middleware, replication administration, data exchange, monitoring & error
handling
 User interface (UI) technology in SAP CRM
Case Study
 Implementation of example scenarios using specific business processes

CRM Sales
 Opportunity management and Pipeline Performance Management
 Copying control
 Quotation management
 Order management
 Special functions in quotation and order management
 Pricing in SAP CRM Sales
 Contract management
 Rebate processing
 Activity management in SAP CRM Sales
 Visit planning
 Territory management
 Case study

CRM Marketing
  Overview of marketing management in SAP CRM
 Marketing Plans and campaign management
o Working with marketing projects
o Preparation and Execution of campaigns
 Segmentation of business partners
o Marketing attributes
o Creating target groups
 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 Service
 Maintenance of technical objects
o Installed base management
o Individual objects
 Service contract processing
o Service agreements
o Service contracts
o Service plans
 Service order processing
o Resource planning
o Service confirmation
o Service billing
o ERP Integration
 Complaints and returns processing
o Complaints and returns
o In-house repair processing
 Overview of IT Service Management