SAP CRM Course Map

---- SAP Customer Relationship Management (CRM) ------

Unit 1. CRM and the SAP CRM System

1.1 Customer Relationship Management
1.1.1 Unit 1 Overview and objectives
1.1.2 What is CRM
1.1.3 Basic component of CRM
1.1.4 Customer Interation in CRM

1.2 SAP CRM Architecture
1.2.1 Technical Structure of CRM
1.2.2 SAP CRM from a Business View

1.3 CRM Basics
1.3.1 Business partners
1.3.2 Product and Product Catalogs
1.3.3 SAP CRM organizational Model
1.3.4 Customer Interaction Management
1.3.5 Marketing Planning & Campaign Management
1.3.6 Unit 1 Summary

Unit 2. SAP CRM Applications

2.1 Internet Sales
2.1.1 Unit 2 Overview and Objective
2.1.2 What is Internet Selling
2.1.3 Features of Internet Sales

2.2 Telesales (Customer Interaction Center)
2.2.1 Customer Interaction Center in CRM
2.2.2 Telesales Functionality
2.2.3 Telesales User Interfaces
2.2.4 Inbound Telesales

2.3 Service Interaction Center
2.3.1 Key Elements of SIC
2.3.2 Customer Interaction via E-mail
2.3.3 Interactive Intelligent Agent (IIA)

2.4 Mobile Client in SAP CRM
2.4.1 Mobile Client Architecture
2.4.2 Mobile Sales Functions
2.4.3 Mobile Service Functions

2.5 Marketing Planning & Campaign Management
2.5.1 Marketing Planning & Campaign Management
2.5.2 Marketing Processes
2.5.3 Unit 2 Summary