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
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