Course 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.
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.
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).
Total Learning Time
3 to 4 hours
Objectives
Unit 1: CRM and the mySAP
CRM System 1.5 - 2 hours
• 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
1.5 - 2 hours
• 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 Target Groups.
• Planning and Performing
Campaigns.
• Lead Management.
• Personalization.
• Analysing Campaigns.
• Further Topics.
• Internet Pricing and
Configurator.
• CRM Billing.
• CRM Transaction Tax Engine.
Regular price: $349.95
Sale
price: $299.95
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