Goals

  • Analyze SAP CRM processes and functions in the marketing, sales and service area and the various interaction channels.
  • Evaluate integration aspects between SAP CRM and other components

Audience

  • SAP ERP as well as non-SAP Customers and decision makers considering an implementation of SAP CRM.
  • Customers, consultants, project managers and key users who need to get a comprehensive and integrative overview of the key capabilities and processes of the SAP CRM solution

Prerequisites

Essential

  • None

Recommended

  • Basic Knowledge of CRM processes in general
  • Knowledge of SAP ERP, in particular in the Sales and Service environment

Course based on software release

  • SAP EHP 2 for SAP CRM 7.0
  • SAP EHP 6 for SAP ERP 6.0

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.

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