Undestanding and Learning the use of SAP CRM. Understanding SAP CRM
Implementation process. Path to ... Planning your SAP CRM Implementation,.
HOCHSCHULE FURTWANGEN UNIVERSITY Business Consulting Master Introduction to SAP CRM Title Pankaj Giri Lecturer 2nd Semester 4 SWS Schedule Workload
Level
Prerequisite Learning Objectives
Content
Total 180 h
Presence 60 h
6 Credits Preparation and after-work 100 h
Elective Subject Examination and preparation 20 h
Computer Science: medium Business Administration: high Basic Skills: high Key Qualifications: high Business Process Management CRM as a Business Process Undestanding and Learning the use of SAP CRM Understanding SAP CRM Implementation process Path to become SAP CRM Consultant
1. Beginning to SAP CRM SAP CRM and SAP Business Suite SAP CRM Introduction and Architecture Exercise Session 2. SAP CRM User Interface ( WebUI) Architecture Basics of WebUI Business Roles Navigation Exercise Session 3. SAP CRM Process Introduction and CRM Objects Introduction to Marketing, Sales and Service Business Scenario for Case study Business Partner , Organization Model, Product Master Transaction Processing, Activity Management Partner Processing, Actions Pricing, Billing CRM Middleware Exercise Session 4. SAP CRM Process Detail and Execution CRM Marketing CRM Sales CRM Service Exercise Session 5. SAP CRM Applications CRM Field Application CRM Web Channel CRM Interaction Center
Srini. K, .:Discover SAP CRM, SAP Press, ISBN:978-1-59229-173-1 Markus Kirchler, Dirk Manhart, .:Service with SAP CRM, Recommended Galileo Press, 2009 Textbooks Michael Füchsle, Matthias Zierke, .:SAP CRM Web Client Customizing and Development, SAP Press, ISBN: 978-1-59229-297-4 George Fratian,.: Planning your SAP CRM Implementation, SAP Press, ISBN: 978-1-59229-196-0
Teaching Method Grading
Lecture class-room exercises Written examination Case Study Completion
