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My SAP CRM 4.0
1) SOLUTION OVERVIEW (Introduction)
  • Getting to know mySAP CRM
  • mySAP CRM - The complete solution
  • CRM architecture & Component integration
  • Key capabilities of mySAP CRM
  • Channels of interaction
  • Careers @ mySAP CRM
BASE CUSTOMIZING (SAP CRM & SAP R/3)
  • Overview of CRM Server Technology
  • Business partner master
  • Product master
  • Organization management
  • Pricing fundamentals
  • Condition technique and pricing procedure determination
  • Territory management
  • Transactions processing
  • Activity management
  • Partner processing
  • People centric CRM
3) MARKETING
  • Introduction
  • Marketing planning - elements
  • Campaign management
  • Segmentation of business partners
  • Segment builder tool
  • Personalized mail forms
  • External list management
4) Sales
  • Sales Order Mgmt.
  • Quotations and Contracts.
  • Opportunity Management
  • Task & Activity Management.
5) Service. (Overview)
  • Service Request, Service Ordering & Contract Mgmt.
  • Complaint Management
  • Case Management.
  • Installed base Management knowledgement Management
  • Workflow and Escalation Management
  • Workforce Management
6) MIDDLEWARE
  • Introduction
  • BDoc and types of BDoc
  • BDoc Modeler
  • Error fixing
7) E-COMMERCE (INTERNET SALES)
  • Introduction
  • B2B and B2c scenarios
  • Product catalog
Product proposals:
  • Top n products
  • Cross selling
  • Up selling
  • Down selling
  • Partner product range
8) MOBILE SALES
  • Introduction
  • Architecture and setup
  • Administration console
  • Client console
  • Mobile application studio
  • Mobile repository server
9) CUSTOMER INTERACTION CENTER
  • Interaction center overview
  • Framework and components
  • IC Winclient profile and configuration
Visible component configuration:
  • Action box
  • Remainder scripting
  • Application area
  • Navigation Area
  • Interactive scripting
  • Hidden component configuration
  • IC Webclient Profile and Configuration. (Overview)
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