SAP Customer Relationship Management[CRM]

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Introduction & CRM Overview
Foundation and Architecture of mySAP CRM
mySAP CRM Analytics
mySAP CRM Marketing
mySAP CRM E-Commerce
mySAP CRM ChannelManagement
mySAP CRM Sales
mySAP CRM Interaction Center
mySAP CRM Service
mySAP CRM Field Applications
Implementation & Operation of mySAP CRM 

Base Customizing
CRM Basic Data
Business Partner
Organisational Model
Product Master
Customizings settings for each object


CRM Business Transactions
Overview of generic functions in business transactions
Activity Management
Customizing for these objects

Process Control and Determination
Partner Determination
Overview of Pricing in CRM
Output Determination
CRM Billing


Specialization 1 - Sales
Introduction to Sales Scenarios
Oppurtunity Management
Copy Control
Genral Quotation and Order Management Process
Quotation Managemnt
Order Management
Special functions in quotation and order management
Contract Management

Specialization 2 - Interaction Centre
Getting Started, Terminology
Architecture, Landscape
Agents Functions and Processes in IC
Creating IC Profile
Framework Profile
Configuring Components
IC Management Functions

Specialization 3 - Telesales & Telemarketing

Overview of Marketing.

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