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 2007

Base Customization/Master Data (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

CRM Marketing

• Introduction
• Marketing planning elements
• Campaign management
• Segmentation of business partners
• Segment builder tool
• Personalized mail forms
• External list management

CRM Sales

• Sales Order Mgmt.
• Quotations and Contracts.
• Opportunity Management
• Task & Activity Management.

CRM Service.

• Service Request, Service Ordering & Contract Mgmt.
• Complaint Management
• Case Management.
• Installed base Management knowledgement Management
• Workflow and Escalation Management
• Workforce Management

CRM Middleware

• Introduction
• BDoc and types of BDoc
• BDoc Modeler
• Error fixing

E-Commerce(Web Channel)

• Introduction
• B2B and B2c scenarios
• Product catalog
• Product proposals
• Top n products
• Different Types of Selling Cross selling ,Up selling,Down selling
• Partner product range
• Web Shop

CRM Mobile Sales

• Introduction
• Architecture and setup
• Administration console
• Client console
• Mobile application studio(MAS)
• Mobile repository server (MRS)

CRM Web Client /Customer Interaction center (IC)

• Interaction center overview
• Framework and components
• IC Webclient Profile and Configuration.
• Visible component configuration
• Hidden component configuration

Over View Topics

• Trade Promotion Management
• CRM Analytics
• Partner Channel management
• SAP CRM Project Implementation
• Solution Manager
• FAQs