Description

TABLE OF CONTENT

1 . Introduction to SAP CRM:

Overview of CRM and its significance
Architecture and components

2 . CRM Master Data:

Business Partners
Products
Organizational Management
Territory Management

3 . Sales Management:

Opportunity Management
Quotation and Order Management
Sales Contracts

4 . Service Management:

Service Request Management
Service Contracts
Complaints and Returns

5 . Marketing Management:

Campaign Management
Lead Management
Segmentation and Target Group Management

6 . Interaction Center:

Inbound and Outbound Communication
Interaction Records
Activity Management

7 . Web Channel:

E-commerce functionality
Web Channel Experience Management

8 . Middleware and Integration:

SAP CRM Middleware
Integration with SAP ERP and other systems

9 . Analytics and Reporting:

CRM Analytics
Reporting and Business Intelligence

10 . CRM Customization and Development:

CRM Business Configuration
CRM Web UI Configuration
CRM Development Tools

11 . Mobile CRM:

Mobile Applications for CRM

12 . CRM Security:

Roles and Authorizations
Data Security

13 . CRM Upgrades and System Maintenance:

Upgrading CRM Systems
System Monitoring and Maintenance