SAP CRM Functional Training
BY
KMR Software Services
http://www.kmrsoft.com
Email : info@kmrsoft.com / kmrss.sap@gmail.com...
INTRODUCTION TO SAP CRM
SAP Trainings by KMR Software Services Pvt Ltd.
Email : info@kmrsoft.com / kmrss.sap@gmail.com
Module Objectives
 At the completion of this module you should be able
to:
 Understand What is CRM
 Understand how SAP ...
Agenda
 What is CRM?
 SAP Business Suite
 CRM Architecture
 What all SAP CRM covers- CRM capabilities
SAP Trainings by...
Necessity is the mother of invention
SAP Trainings by KMR Software Services Pvt Ltd.
Email : info@kmrsoft.com / kmrss.sap@...
SAP Trainings by KMR Software Services Pvt Ltd.
Email : info@kmrsoft.com / kmrss.sap@gmail.com
SAP Trainings by KMR Software Services Pvt Ltd.
Email : info@kmrsoft.com / kmrss.sap@gmail.com
8
CRM is a Business Strategy that aims to optimize Customer Interactions in
order to maximize the success of the business....
9
SAP R/3 SAP CRM
SAP PLM
SAP SCM
SAP SRMVendors
Product &
Services
Customers
Operations &
Administrations
PLM: Product Li...
10
Internet
Interaction Centre
(Telephony, E-mail)
Mobile Clients
(Laptop/ Handhelds)
SAP ECC
(Minimum R/3 3.1I)
SAP Porta...
SAP CRM ARCHITECTURE
SAP Trainings by KMR Software Services Pvt Ltd.
Email : info@kmrsoft.com / kmrss.sap@gmail.com
SAP Trainings by KMR Software Services Pvt Ltd.
Email : info@kmrsoft.com / kmrss.sap@gmail.com
SAP Trainings by KMR Software Services Pvt Ltd.
Email : info@kmrsoft.com / kmrss.sap@gmail.com
14
CRM Marketing
•CRM Sales
•CRM Service
•CRM Channel Management
•CRM Customer Interaction Centre
•CRM Analytics
•CRM Fiel...
15
CRM Marketing covers mainly……….
•Marketing Plan and Campaign Management
•External List Management
•Lead Management
•Mar...
16
CRM Sales covers mainly………
•Account and Contact Management ( Business Partner and
Contact Person Information)
•Activity...
17
CRM Service covers mainly……
Service Order Processing ( service Order, Service Plan, Service Contract
and Billing)
•Case...
COURSE CONTENT
1.ORGANIZATIONAL MODEL ,
2. ACCOUNT MANAGEMENT
3. PRODUCT MASTER
4. TRANSACTION PROCESSING
5. ACTIVITY MANA...
COURSE CONTENTS (continued…)
12. MARKETING
13. SALES
14. SERVICE
15. INTERACTION CENTER
SAP Trainings by KMR Software Serv...
20
CRM and Internet Applications
SAP Trainings by KMR Software Services Pvt Ltd.
Email : info@kmrsoft.com / kmrss.sap@gmai...
21
With the Internet Sales and Internet Customer Self-Service application
components, Internet users can access the mySAP ...
22
The Interaction Center supports various communication channels, such as
telephone, e-mail and fax, as well as Internet ...
23
CRM CIC : WebClient
SAP Trainings by KMR Software Services Pvt Ltd.
Email : info@kmrsoft.com / kmrss.sap@gmail.com
24
What CRM Analytics offers?
•Measuring
•Forecasting
•Plans and Optimizing
E.g.., Marketing Analytics, Sales analytics, S...
How is SAP CRM configured ?
DATE MANAGEMENT
SAP Trainings by KMR Software Services Pvt Ltd.
Email : info@kmrsoft.com / kmr...
DATE MGMT TERMINOLOGIES & CONCEPTS
 Date type :A description of a date such as start of contract, end
of contract or date...
 Reference object : You can use the reference object to control which time zone and which
factory calendar the dates and ...
SAP Trainings by KMR Software Services Pvt Ltd.
Email : info@kmrsoft.com / kmrss.sap@gmail.com
Thanks
KMR Software Service...
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SAP CRM functional overview training

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SAP CRM functional overview Online training

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SAP CRM functional overview training

  1. 1. SAP CRM Functional Training BY KMR Software Services http://www.kmrsoft.com Email : info@kmrsoft.com / kmrss.sap@gmail.com Ph: +91 9966003349 Skype : KMRSS.SAP SAP Trainings by KMR Software Services Pvt Ltd. Email : info@kmrsoft.com / kmrss.sap@gmail.com
  2. 2. INTRODUCTION TO SAP CRM SAP Trainings by KMR Software Services Pvt Ltd. Email : info@kmrsoft.com / kmrss.sap@gmail.com
  3. 3. Module Objectives  At the completion of this module you should be able to:  Understand What is CRM  Understand how SAP CRM is interlinked with other systems  Describe the capabilities of the SAP CRM system  Understand the different modules of SAP CRM SAP Trainings by KMR Software Services Pvt Ltd. Email : info@kmrsoft.com / kmrss.sap@gmail.com
  4. 4. Agenda  What is CRM?  SAP Business Suite  CRM Architecture  What all SAP CRM covers- CRM capabilities SAP Trainings by KMR Software Services Pvt Ltd. Email : info@kmrsoft.com / kmrss.sap@gmail.com
  5. 5. Necessity is the mother of invention SAP Trainings by KMR Software Services Pvt Ltd. Email : info@kmrsoft.com / kmrss.sap@gmail.com
  6. 6. SAP Trainings by KMR Software Services Pvt Ltd. Email : info@kmrsoft.com / kmrss.sap@gmail.com
  7. 7. SAP Trainings by KMR Software Services Pvt Ltd. Email : info@kmrsoft.com / kmrss.sap@gmail.com
  8. 8. 8 CRM is a Business Strategy that aims to optimize Customer Interactions in order to maximize the success of the business. SAP CRM is a part of SAP Business Suite - It can be integrated with SCM, PLM and SRM having R/3 as back end. As we know Sales, Marketing and Service Departments of an Enterprise interact With the customers key processes in each Department can be mapped in SAP CRM These departments use following channels to interact with the customers viz., Channel partners, Field, Interaction Centre and E-Commerce What’s CRM? SAP Trainings by KMR Software Services Pvt Ltd. Email : info@kmrsoft.com / kmrss.sap@gmail.com
  9. 9. 9 SAP R/3 SAP CRM SAP PLM SAP SCM SAP SRMVendors Product & Services Customers Operations & Administrations PLM: Product Lifecycle Management SRM: Supplier Relationship Management SCM: Supply Chain Management SAP Business Suite SAP Trainings by KMR Software Services Pvt Ltd. Email : info@kmrsoft.com / kmrss.sap@gmail.com
  10. 10. 10 Internet Interaction Centre (Telephony, E-mail) Mobile Clients (Laptop/ Handhelds) SAP ECC (Minimum R/3 3.1I) SAP Portal SAP APO (Advanced Planner & Optimizer) SAP BW (Business Warehouse) CRM System as logical box Using CRM Middleware data exchange between SAP ECC and SAP CRM is possible. CRM Architecture SAP Trainings by KMR Software Services Pvt Ltd. Email : info@kmrsoft.com / kmrss.sap@gmail.com
  11. 11. SAP CRM ARCHITECTURE SAP Trainings by KMR Software Services Pvt Ltd. Email : info@kmrsoft.com / kmrss.sap@gmail.com
  12. 12. SAP Trainings by KMR Software Services Pvt Ltd. Email : info@kmrsoft.com / kmrss.sap@gmail.com
  13. 13. SAP Trainings by KMR Software Services Pvt Ltd. Email : info@kmrsoft.com / kmrss.sap@gmail.com
  14. 14. 14 CRM Marketing •CRM Sales •CRM Service •CRM Channel Management •CRM Customer Interaction Centre •CRM Analytics •CRM Field Applications •CRM E-Commerce What all SAP CRM Covers? SAP Trainings by KMR Software Services Pvt Ltd. Email : info@kmrsoft.com / kmrss.sap@gmail.com
  15. 15. 15 CRM Marketing covers mainly………. •Marketing Plan and Campaign Management •External List Management •Lead Management •Market Segmentation CRM Marketing SAP Trainings by KMR Software Services Pvt Ltd. Email : info@kmrsoft.com / kmrss.sap@gmail.com
  16. 16. 16 CRM Sales covers mainly……… •Account and Contact Management ( Business Partner and Contact Person Information) •Activity Management (Business activity and Tasks) •Opportunity Management ( Sales Methodology) •Quotation and Order Management. •Contract Management. CRM Sales SAP Trainings by KMR Software Services Pvt Ltd. Email : info@kmrsoft.com / kmrss.sap@gmail.com
  17. 17. 17 CRM Service covers mainly…… Service Order Processing ( service Order, Service Plan, Service Contract and Billing) •Case Management •Complaint and Return Processing With Case Management, customer-service representatives do not have to search multiple data sources to determine the status of ongoing cases. mySAP CRM enables service employees to consolidate and manage related information on an ongoing basis in the form of a case. A case combines service orders, sales orders, complaints, documents, customers, partners, and activities that are related to each other. CRM Service SAP Trainings by KMR Software Services Pvt Ltd. Email : info@kmrsoft.com / kmrss.sap@gmail.com
  18. 18. COURSE CONTENT 1.ORGANIZATIONAL MODEL , 2. ACCOUNT MANAGEMENT 3. PRODUCT MASTER 4. TRANSACTION PROCESSING 5. ACTIVITY MANAGEMENT 6. ACTIONS 7. PARTNER PROCESSING 8. PRICING 9. BILLING 10.MIDDLEWARE SAP Trainings by KMR Software Services Pvt Ltd. Email : info@kmrsoft.com / kmrss.sap@gmail.com
  19. 19. COURSE CONTENTS (continued…) 12. MARKETING 13. SALES 14. SERVICE 15. INTERACTION CENTER SAP Trainings by KMR Software Services Pvt Ltd. Email : info@kmrsoft.com / kmrss.sap@gmail.com
  20. 20. 20 CRM and Internet Applications SAP Trainings by KMR Software Services Pvt Ltd. Email : info@kmrsoft.com / kmrss.sap@gmail.com
  21. 21. 21 With the Internet Sales and Internet Customer Self-Service application components, Internet users can access the mySAP CRM solution to configure and purchase products from published catalogs, or to request a particular service. The shipped, standard templates provide a ready-to-run solution, but can also be adjusted to meet individual requirements. CRM and Internet Applications SAP Trainings by KMR Software Services Pvt Ltd. Email : info@kmrsoft.com / kmrss.sap@gmail.com
  22. 22. 22 The Interaction Center supports various communication channels, such as telephone, e-mail and fax, as well as Internet applications such as Call Me Back, Co-Browsing, and Voice over Internet Protocol (VoIP). CRM CIC Architecture SAP Trainings by KMR Software Services Pvt Ltd. Email : info@kmrsoft.com / kmrss.sap@gmail.com
  23. 23. 23 CRM CIC : WebClient SAP Trainings by KMR Software Services Pvt Ltd. Email : info@kmrsoft.com / kmrss.sap@gmail.com
  24. 24. 24 What CRM Analytics offers? •Measuring •Forecasting •Plans and Optimizing E.g.., Marketing Analytics, Sales analytics, Service analytics With SAP BW’s comprehensive evaluation and navigation options, you can measure the influence of your customer relations on the success of your business, as well as the efficiency of individual actions. CRM Analytics SAP Trainings by KMR Software Services Pvt Ltd. Email : info@kmrsoft.com / kmrss.sap@gmail.com
  25. 25. How is SAP CRM configured ? DATE MANAGEMENT SAP Trainings by KMR Software Services Pvt Ltd. Email : info@kmrsoft.com / kmrss.sap@gmail.com
  26. 26. DATE MGMT TERMINOLOGIES & CONCEPTS  Date type :A description of a date such as start of contract, end of contract or date of signature  Duration : A timeframe between two points in time that consists of a number value and a time unit. The number value does not have any defined meaning without the time unit. Different durations, such as a second, a day, a month, or a year, cannot simply be converted from one to the other. The duration always has a local reference, that is, it has a reference object via which the time zone and the calendar can be determined.  Date Rule : A method for calculating times.This calculation can depend on other times, durations, and reference objects.  Date rules have a version management. This makes sure that date rules used in transactions that are not yet completed, can remain unchanged. You can create a new version from these date rules, which is valid as of the creation date.  Requirements: XML knowledge is necessary in order to work with the rule editor. SAP Trainings by KMR Software Services Pvt Ltd. Email : info@kmrsoft.com / kmrss.sap@gmail.com
  27. 27.  Reference object : You can use the reference object to control which time zone and which factory calendar the dates and durations refer to. Instead of automatically using the time zone and calendar of the user or of the system, you can set the system to use another time zone when calculating the dates, namely that of the reference object.You can allow one or several reference objects for one date profile. You must assign one of the allowed reference objects for each date type or duration type. You cannot create any new reference objects.  Calculation sequence :You can enter a calculation item for date types. This specifies the sequence in which the system calculates the dates. For example, if you enter a 1 here for the cancellation date, the system calculates the other date types for the date profile outgoing from this date type. Choose the sequence so that dates which appear in other date rules are calculated first. (For example: Contract start date = current date, contract end date = contract start date + 12 months. The contract start date must be known, in order that the end date can calculated).  One-time calculation of dates: You can determine that a date in a document remains the same after the first calculation and is not re-calculated with each change to the document, for example, the date type "Contract Start". For this, select the Determine Date Only Once field in the group frame Date Rules of date types.  Displaying dates :In order to define the sequence and editabilty of date types in the WebClient UI, you need to:  Select the appropriate screen area and activate or deactivate the Only Display Field indicator, depending on whether you want the date type to be editable or not.  Specify in what sequence you want the date type to appear in the Display Position field. SAP Trainings by KMR Software Services Pvt Ltd. Email : info@kmrsoft.com / kmrss.sap@gmail.com
  28. 28. SAP Trainings by KMR Software Services Pvt Ltd. Email : info@kmrsoft.com / kmrss.sap@gmail.com Thanks KMR Software Services http://www.kmrsoft.com Email : info@kmrsoft.com/ kmrss.sap@gmail.com Ph: +91 9966003349 Skype : KMRSS.SAP
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