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SAP CRM 4.0


SAP CRM 4.0

1) SOLUTION OVERVIEW (Introduction)

    • Getting to know mySAP CRM
    • mySAP CRM - The complete
      solution
    • CRM architecture &
      Component integration
    • Key capabilities of mySAP
      CRM
    • Channels of interaction
    • Careers @ mySAP CRM

BASE CUSTOMIZING (SAP CRM & SAP R/3)

    • Overview of CRM Server
      Technology
    • Business partner master
    • Product master
    • Organization management
    • Pricing fundamentals
    • Condition technique and
      pricing procedure determination
    • Territory management
    • Transactions processing
    • Activity management
    • Partner processing
    • People centric CRM

3) MARKETING

    • Introduction
    • Marketing planning –
      elements
    • Campaign management
    • Segmentation of business
      partners
    • Segment builder tool
    • Personalized mail forms
    • External list management

4) Sales

    • Sales Order Mgmt.
    • Quotations and Contracts.
    • Opportunity Management
    • Task & Activity
      Management.

5) Service. (Overview)

    • Service Request, Service
      Ordering & Contract Mgmt.
    • Complaint Management
    • Case Management.
    • Installed base Management
      knowledgement Management
    • Workflow and Escalation
      Management
    • Workforce Management

6) MIDDLEWARE

    • Introduction
    • BDoc and types of BDoc
    • BDoc Modeler
    • Error fixing

7) E-COMMERCE (INTERNET SALES)

    • Introduction
    • B2B and B2c scenarios
    • Product catalog

Product proposals:

    • Top n products
    • Cross selling
    • Up selling
    • Down selling
    • Partner product range

8) MOBILE SALES

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

9) CUSTOMER INTERACTION CENTER

    • Interaction center
      overview
    • Framework and components
    • IC Winclient profile and
      configuration

Visible component configuration:

    • Action box
    • Remainder scripting
    • Application area
    • Navigation Area
    • Interactive scripting
    • Hidden component
      configuration
    • IC Webclient Profile and
      Configuration. (Overview)