Chapter 1:Introduction to ERP, CRM, and SAP

• In this Chapter the candidate will learn about Enterprise Resource Planning, Systems Applications and Product in Data Processing and Customer Relationship Management.
  • Introduction on ERP
  • Introduction on SAP
  • Introduction on CRM

Chapter 2: CRM Concepts

• In this Chapter the candidate will learn about Customer Relationship Management Business Partners, Creation of Business Partners on Category, Basic Setting, Business Partner Grouping and Relationships, and also about Visual Configuration Tools.
  • CRM Business Partners
  • Creation of BP (Business partners) on Category
  • Basic Settings (Field grouping, No range etc.)
  • BP Grouping
  • BP Relationships
  • Visual Configuration Tools

Chapter 3: Organizational Model

• In this Chapter the candidate will learn about concepts of Organizational Model, the CRM Model and Organizational Data Determination.
  • OM Concepts
  • CRM Organizational Model
  • Organizational Data Determination

Chapter 4: Territory Management

• In this Chapter, the candidate will learn about Territory Management, its Hierarchy Levels, Hierarchy ID, and Assigning employees to Hierarchy.
  • Territory Management
  • Hierarchy Levels, Hierarchy ID,
  • Assigning employee to Hierarchy

Chapter 5:Product Master

• In this Chapter the candidate will learn about a Product, Types of Products, Creation of Hierarchies, Categories, Attributes and Set Types.
  • Product types
  • Creation of Hierarchies and Categories
  • Creation of Attributes, Set types

Chapter 6:Activity Management

• In this Chapter, the candidate will learn what are Business Activities and understand what is an Activity Monitor.
  • Business Activities /Task
  • Activity monitor

CHAPTER 7:Basic functions

• In this Chapter, the candidate will learn about Basic Functions, which includes understanding what is Partner Processing, Access Sequence and Partner Determination Procedure.
  • Partner Processing
  • Access sequence,
  • Partner determination procedure

CHAPTER 8:Sales Transaction

• In this Chapter the candidate will learn about Enquiries and Quotations, Sales Order, Customizing Sales Transactions and Sales Order Scenario in CRM AND R/3.
  • Inquiries & Quotations
  • Sales Order
  • Customizing Sales Transactions
  • Sales Order scenario in CRM & R/3

CHAPTER 9:Data Flow

• In this Chapter, the candidate will learn about Data Flow, Copy Control and Item Category Determination in Business.
  • Data Flow in Business Transactions
  • Copy Control
  • Item category determination

CHAPTER 10: Marketing Management

• In this Chapter, the candidate will learn about Marketing Management, which includes understanding Marketing plan Campaign Management, B P Segmentation, Marketing Attributes, and sets, Create Data and Sample Source, Profile Set Details, Product Proposals, Personalized Mail Forms, External List Management, Allocation Planning, Assigning Target Group to Channel and Campaign Execution.
  • Marketing plan Campaign management
  • B P Segmentation
  • Define Marketing Attributes and Attribute Sets
  • Create Data and Sample Source
  • Profile Set Details
  • Product Proposal
  • Personalized Mail forms
  • External List Management
  • Allocation Planning
  • Assigning Target group to channel
  • Campaign Execution

CHAPTER 11:Lead Management

• In this Chapter the candidate will learn about Lead Management, which includes understanding Questionnaire/ Evaluation for Leads, Qualification Level for Leads and Origin, Priority and group.
  • Questionnaire/Evaluation for leads
  • Qualification level for leads
  • Origin, Priority, Group

CHAPTER 12:Sales Opportunity Management

• In this Chapter, the candidate will learn about Sales Opportunity Management, which includes understanding Customizing Opportunities, Sales, Cycle, Phases, Origin, Group, and Priority.
  • Customizing Opportunities
  • Sales cycle, Phases
  • Origin, Group, Priority

CHAPTER 13:Service

• In this Chapter the candidate will learn about Service Organization, Cycle, Order, Confirmation and warranty Management.
  • Service organization
  • Service cycle
  • Service Order
  • Service Confirmation
  • Complaints and Returns
  • Warranty management

CHAPTER 14:CRM Contact Channels

• In this Chapter the candidate will learn about Customer Interaction Center, its Framework and Tile Hidden Components, Visible Components, Action box Setting, Interactive Scripting, ASAP Methodology, Middleware and Updates, Advantages and Screen Changes.
  • CIC (Customer Interaction Center)
  • Framework & Title Hidden Components,
  • Visible Components
  • Action Box settings, Remainder scripting
  • Interactive scripting
  • ASAP Methodology
  • System Landscape
  • Middleware and Updates
  • Version updates
  • Features & Advantages
  • Screen changes

CHAPTER 15:Terminology

• In this Chapter, the candidate will learn about Terminologies such as Web UI, Business Roles, Logical Links, Role Config Keys, PFCG Roles, Navigation bar profile, etc.
  • Web UI (User Interface)
  • Business Roles & Work Centers
  • Logical links/Direct links
  • Role Config keys
  • PFCG Roles
  • Navigation bar profile etc.

CHAPTER 16:Soft Skills Development

• Business Communication
• Preparation for the Interview
• Presentation Skills

CHAPTER 17:Resume Writing

• Resume Building Technique