ERP Customer Relationship Management Course Outline
· Introduction to CRM
· Architecture and components
· Introduction in People-centric CRM (PC UI)
· Master Data
* Business partner
* Organizational model
* Product master
· CRM business transactions
· Activity management
· Partner determination
· Actions
· CRM Sales
* Call planning
* Activity management in myERP CRM Sales
* Area management
* Opportunity Management
* Copy control
* Quote management
* Order management
* Special functions in quote and order management
* Pricing in myERP CRM Sales
* Contract management
* Rebate processing
· ERP CRM E-Commerce solutions
* Web shop administration (Web-based)
* Superuser / user administration
* Maintaining and explaining the product catalog (views, documents, BAdIs, product
catalog export, external catalogs, Web-based maintenance. ..
* Pricing in the Web shop using the Internet Pricing Configurator (IPC) - Marketing
functions
* E-service
* Additional functions
· ERP CRM Service
* Installed base management:
* Service contract processing:
- Service agreements
- Service contracts
- Service plans
- Usage-based billing
* Service order processing:
- Resource planning
- Service confirmation
- Service billing
- Product service letter
- Warranty claims
* Complaints and returns processing:
- Complaints and returns
- In-house repair processing
* Case management
· IC Win client
* Introduction, terminology
* Architecture, landscape
* Agent functions and processes in the IC
* Creating IC profiles
* Configuring components
* IC management functions - Call lists – Scripting
· IC Web Client
* Architecture and technology
* Agent functions and operating the IC
* Creating IC profiles
* Configuring components such as the navigation bar and the transaction launcher
* IC manager portal:
- IC manager dashboard
- Management call lists
- Interactive scripting
- IC workforce management
· Marketing management in myERP CRM
· Marketing and campaign planning
· Planning and performing marketing projects
· Marketing Calendar
· Overview of marketing analytics
- Personalized mail forms
· Segmenting business partners
· Lead Management
· Campaign automation
· External List Management
· Special functions in campaign management
· Couponing
· CRM Middleware
· Connecting an ERP back-end system to an ERP CRM system:
* CRM Middleware / administration console
- Messaging BDoc
- Initial load / delta load / request
- Data flow, configuration and monitoring
· Connecting an external system using the XIF adapter
· Architecture and technical configuration for field applications
(mobile):
* CRM Middleware: synchronizing BDoc and consolidated database
* Minor / major realignment
· Analytical CRM
· Analytical methods:
* Measurement (data extraction and reporting)
* Forecasts (data mining with a decision tree, scoring, association analysis, ABC
classification)
* Optimizing (using analytical results in CRM processes)
* Planning (CRM planning applications)
· Analytical scenarios:
* Interaction channel analyses
* Customer analyses
* Marketing analyses
* Sales analyses
* Service analyses