Goals

  • Use the basic knowledge a CRM solution consultant requires for all consultant profiles

Audience

  • Solution consultants responsible for implementing Customer Relationship Management with SAP CRM

Prerequisites

Essential

  • Basic business knowledge of CRM processes and concepts

Recommended

  • Knowledge of SAP ERP sales business processes; for example:
  • TSCM60 Order Fulfillment I or
  • SCM600 Business Processes in Sales Order Management

Course based on software release

  • SAP CRM 7.0 EHP3
  • SAP ERP Central Component 6.0 EHP7

Content

  • Overview of the SAP CRM application:
    • Fundamentals and architecture
    • Overview of key areas (Marketing, Web Channel, Channel Management, Sales, Interaction Center, Service, Field Applications, Analytics, Implementation & Operation)
  • Customizing fundamentals for CRM – CRM basic data:
    • Account Management
    • Organizational model
    • Product master
    • Customizing settings for each object