Overview of CRM & Technology
Account Management (Business Partner master)
Product master
Organization management
Territory management
Transaction Processing
Item Categories
Activity Management
Partner Processing
Status Profile
Actions
Pricing fundamentals (ECC 6.0)
Condition technique and pricing procedure determination (ECC 6.0)
CRM 7.0 WEB UI CONFIGURATION
Interface Overview
IC Business Role
Navigation bar Profile
Logical Links
Layout Profile
Technical Profile
Component Workbench
MARKETING
Introduction
Marketing planning & Campaign management
Marketing Calendar
Marketing Analytics
Segmentation of business partners
Segment builder tool
Personalized mail forms
External list management
Product Proposal
Lead Management
SAP CRM 7.0 - Web UI
SALES
The Sales cycle
Opportunity Management
Copying control
Process in Quotation and Order Management
Quotation Management
Order Management
Special Functions in Quotation and Order Management
Visit Planning
Contract Management
Status Management
Transactions processing
Partner processing
SERVICE
Overview of CRM Service
Installed Base Management and Individual Objects
Service Agreements and Service Contracts
Service Plans
Service Order Management
Product Service Letters
Complaints and Returns Management
Warranty
Case Management
E-COMMERCE (INTERNET SALES)
Introduction
B2B and B2c scenarios
Product catalog
Product proposals:
a) Top n products
b) Cross selling
c) Up selling
d) Down selling
CUSTOMER INTERACTION CENTER (WEB CLIENT)
Interaction center overview
Framework and components
IC Web functions
SAP CRM 7.0 - Web UI
Communication Architecture
Creating IC Business Role
Configuring profiles of IC Business Role
Account Identification Profile
Agent Inbox settings
Alert Modeling
Scripting
Category Modeler
MOBILE SALES
Introduction
Architecture and setup
Administration console
Client console
Mobile application studio
Mobile repository server
MIDDLEWARE
CRM Middleware Overview
Concepts of Middleware
Administration Console
Adapter Objects
Initial Load, Delta Load
BDocs and types of BDocs
BDoc Modeler
Data exchange between R/3 backend
Monitoring and Error handling
