Goals

  • The course gives you an understanding of how you can benefit from implementing SAP CRM scenarios.

Audience

  • Customers, project team members and interested parties who want to have an overview of SAP Customer Relationship Management and the processes that it covers
  • SAP consultants and partners

Prerequisites

Essential

  • None * Recommended
  • None

Course based on software release

  • SAP CRM 7.0 EHP1
  • SAP ERP Central Component 6.0 EHP5

Content

  • Introduction to:
    • Fundamentals and architecture of SAP CRM
    • SAP CRM Marketing
    • SAP CRM Web Channel (E-Commerce)
    • SAP CRM Partner Channel Management
    • SAP CRM Sales
    • SAP CRM Interaction Center
    • SAP CRM Service
    • SAP CRM Field Applications
    • SAP CRM Analytics
    • Implementation & operation of SAP CRM

Notes

  • The course is structured using a case study of the functional and channel-oriented key areas and scenarios in SAP CRM.
  • The course includes demonstrations and exercises in the system.
  • This course is an introduction to SAP CRM, it does not explain how to set up (Customize) the scenarios that are shown.