study-erp.org at queensland university of technology · pdf fileat queensland university of...

STUDY-ERP.ORG at Queensland University of Technology SAP CRM Solution Overview Goals This training introduces SAP CRM as part of SAP Business Suite focusing on marketing, sales and service as the main functions and processes of SAP CRM. After completing the course, participants will be able to: Identify SAP CRM as a part of SAP Business Suite Describe the main functions and key processes of SAP CRM Understand SAP Solution Manager Contents Through instructor presentations, system demonstrations and hands-on exercises, the participant will be introduced to: 1. The business strategy of customer relationship management and an overview of SAP CRM. 2. Basics and architecture of SAP CRM solution manager. 3. Marketing – creating marketing plans and campaigns, customer segments and target groups and executing marketing campaigns. 4. Web Channel – evaluating the benefits of using SAP CRM E-commerce. 5. Partner channel management – managing partner relationships and evaluating channel management. 6. Sales – managing accounts and contacts, activities, opportunities, quotations and orders. 7. Interaction Centre – Identifying interaction centre agent functions and management. 8. Service – managing installed bases and objects, service contracts and service plans and service orders. 9. Field Applications – evaluating SAP mobile sales and service 10. Analytics – evaluating SAP CRM analytics 11. Implementation and Operation – evaluating the potential of SAP solution manager. Course Based on Software Component (s) and Release (s) SAP EHP 2 for SAP CRM 7.0 SAP EHP 6 for SAP ERP 6.0 Access to SAP CRM software and Training materials SAP training materials will be provided for this course. Access to the latest SAP ERP software will be granted through SAP’s training clients.

Upload: doxuyen

Post on 02-Feb-2018

219 views

Category:

Documents

2 download

Report

Download

Embed Size (px):

TRANSCRIPT

STUDY-ERP.ORG at

Queensland University of Technology

SAP CRM Solution Overview

Goals This training introduces SAP CRM as part of SAP Business Suite focusing on marketing, sales and service as the main functions and processes of SAP CRM. After completing the course, participants will be able to:

Identify SAP CRM as a part of SAP Business Suite

Describe the main functions and key processes of SAP CRM

Understand SAP Solution Manager

Contents Through instructor presentations, system demonstrations and hands-on exercises, the participant will be introduced to:

1. The business strategy of customer relationship management and an overview of SAP CRM. 2. Basics and architecture of SAP CRM solution manager. 3. Marketing – creating marketing plans and campaigns, customer segments and target groups

and executing marketing campaigns. 4. Web Channel – evaluating the benefits of using SAP CRM E-commerce. 5. Partner channel management – managing partner relationships and evaluating channel

management. 6. Sales – managing accounts and contacts, activities, opportunities, quotations and orders. 7. Interaction Centre – Identifying interaction centre agent functions and management. 8. Service – managing installed bases and objects, service contracts and service plans and

service orders. 9. Field Applications – evaluating SAP mobile sales and service 10. Analytics – evaluating SAP CRM analytics 11. Implementation and Operation – evaluating the potential of SAP solution manager.

Course Based on Software Component (s) and Release (s) SAP EHP 2 for SAP CRM 7.0 SAP EHP 6 for SAP ERP 6.0

Access to SAP CRM software and Training materials SAP training materials will be provided for this course. Access to the latest SAP ERP software will be granted through SAP’s training clients.