Customer Relationship Management (CRM)

Course details

In an environment where many companies have lost sight of the real meaning of customer relationship management (CRM), it's critical to remember what CRM is about. It's about acquiring and retaining customers, improving customer loyalty, gaining customer insight, and implementing customer-focused strategies. A true customer-centric enterprise helps your company drive new growth, maintain competitive agility, and attain operational excellence.

COURSE CONTENT

• Overview and Introduction to
• Foundation & Architecture of myERP CRM
• myERP CRM Analytics
• myERP CRM Marketing
• myERP CRM E-Commerce
• myERP CRM Channel Management
• myERP CRM Sales
• myERP Interaction Center
• myERP Service
• myERP Field Applications (with focus on Mobile Service)
• myERP CRM for Industries
• Integration with other MyERP suite of modules

CRM Base Customizing

• CRM Basic data & Customizing settings for these objects:
• Business partner
• Organizational model
• Territory Management
• Product master CRM Business Transactions
• Overview of generic functions in business transactions
• Activity Management (including Activity Journal and Groupware Integration)
• Transaction type and item category customizing for these objects.
• Middleware settings:
• Middleware connections to R/3, APO and CRM
• CRM Business Partner - CRM Middleware
• CRM Middleware ? Sales and Billing
• Basic concepts of CRM middleware
• Replication administration
• Monitoring & error handling

Implement? Customer Interaction Center?

• Architecture landscape
• Agent functions and processes in the IC
• Define CIC Profile and Customer-Specific Workspaces
• Define Front-office framework
• Component Configuration
• Action Box Configuration
• CTI Configuration
• Client Implementation Case Study - Live Exercise

Implement Internet Sales

• Architecture and landscape
• Set up logical system and connection with OLTP R/3 and APO
• Configuration of the CRM Server ? Base Customizing
• Configuration Web Application
• Creating Product catalogs
• Publication of Product Catalog content
• Create Internet User for order processing
• Sales Transactions using ?Internet Sales?
• Web Shop Maintenance

Implement CRM Marketing

• Opportunity Management
• Activity Management
• Marketing Planning and Campaign Management (Marketing Planner, Product Selection, Partner Functions, Generic Actions, Campaign Execution)
• Marketing Calendar
• Customer Segmentation
• External List Management
• Lead Management
• Marketing Analytics