Overview of the SAP CRM Solution

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

• None

• 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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