mySAP CRM 3 0 Overview

The course mySAP CRM 3.0 Overview will introduce the trainee to Customer Relationship Management, and introduce him to the most important features of mySAP CRM 3.0. The trainee will be introduced to the procedure for creating a follow-up activity to an activity in the Customer Interaction Centre. The course is intended for those who need to acquire knowledge about Customer Relationship Management, and mySAP CRM 3.0 in particular. It is intended for end-users as well User Support and Project Team members. Participants should have basic knowledge of Windows or other graphical user interfaces (GUI).

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Audience

The course is intended for those who need to acquire knowledge about Customer Relationship Management, and mySAP CRM 3.0 in particular. It is intended for end-users as well User Support and Project Team members. Participants should have basic knowledge of Windows or other graphical user interfaces (GUI).

Topics

    Unit 1: CRM and the mySAP CRM System
  • Customer Relationship Management.
  • What is CRM?
  • mySAP CRM.
  • Example Scenarios from mySAP CRM.
  • Personal Contact.
  • Contact by Telephone.
  • Internet / B2C.
  • Internet / B2B.
  • mySAP CRM Navigation.
  • Business Partners.
  • Products and Product Catalogues.
  • mySAP CRM Organisational Model.
  • Business Transactions.
  • Campaign Management.
  • mySAP CRM Architecture.
  • mySAP CRM Architecture: Technical View. Unit 2: mySAP CRM Applications
  • Customer Interaction Centre.
  • CIC - Overview and Functions.
  • Sales Component.
  • Sales - Overview.
  • Telesales.
  • Mobile Sales.
  • Internet Sales.
  • Service Component.
  • Service - Overview.
  • Service Interaction Centre.
  • Mobile Service.
  • Internet Customer Self Service.
  • Marketing Management.
  • Marketing Planning and Campaign Management.
  • Segmenting

Objectives

    Learn To
  • CRM and the mySAP CRM System.
  • Customer Relationship Management.
  • Example Scenarios from mySAP CRM.
  • mySAP CRM User Basics.
  • mySAP CRM Architecture.
  • mySAP CRM Applications.
  • Customer Interaction Centre.
  • Sales Component.
  • Service Component.
  • Marketing Management.
  • Further Topics.