SAP Customer Relationship Management (CRM)

Overview/Description
The SAP CRM module provides an organization with the tools to obtain, retain, and grow profitable customer relationships. An organization can use this module to effectively plan and manage marketing, sales, and service campaigns as well as analyze related processes. SAP CRM supports the entire customer relationship cycle, beginning with customer contact, through to order fulfillment, customer service, and reporting. This course will focus on the marketing, sales, and service modules of SAP CRM and will introduce the learner to some of the basic features of SAP CRM. It also includes demonstrations of some of the more common activities related to the customer relationship cycle.

Target Audience
Individuals who plan to use SAP's Business Suite 7 applications to perform basic business functions within their organizations

Expected Duration (hours)
2.0

Lesson Objectives

SAP Customer Relationship Management (CRM)

recognize procedure for adding appointments to the Marketing Calendar

recognize how CRM's segmentation tool facilitates the management of marketing resources

recognize how to create a campaign

recognize the procedure for creating mail for a marketing campaign

recognize the process for creating a lead

perform marketing tasks using CRM Marketing applications

recognize the process for creating an opportunity

recognize the process for creating a quotation

perform sales tasks using CRM Sales applications

recognize the process for creating a service order

identify the components of the service cycle

recognize the procedure for determining whether the service performed is under warranty

perform service tasks using CRM Service applications