ERP CRM Functional

ERP CRM is software, which helps in building a good relationship with the customers. Recently, this software has become quite popular among the most of the business organization. Customer can help a business to grow, so it is responsibility of any organization to provide the best customers, which can keep the customers satisfied to their best.

This software not only helps to maintain a good relationship with the customers, but it also assist in making a good rapport with the dealers. So, this software can a business to grow in an easy manner.

Section Heading

Course Information

Duration: 40 Hours

Timings: Week days 1-2 Hours per day (or) Weekends: 2-3 Hours per day

Method: Online/Classroom Training

Study Material: Soft Copy

System Access: For 1 month

Course Content

Course Goals:

  • Business Process
  • How CRM Module works in R/3
  • Implementation Training
  • Integration with other Modules

ERP CRM Contents

  • 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

Key Features

Instructor Led Online Training

Flexible Time At Your Convenience

Over 1,00,000+ Professionals Trained Across 100 Countries

24x7 Live Support via Chat, Mail and Phone

Corporate Training and On-Job Support

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Training Calendar

Module Classroom/Online Location
ERP EWM  Online Instructor-Led Online
ERP TM Online Instructor-Led Online
ERP GTS Online Instructor-Led Online
ERP MM Online Instructor-Led Online

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