This course covers the topic of Customer Relationship Management (CRM) in general and the use of IT (SAP CRM), which automates, manages and improves the customer relationship management in a company.
The participants will gain in-depth knowledge of the theoretical basics of customer relationship management with SAP CRM and a broad overview of all the functions provided by the software. The course participants learn using SAP CRM and deepen their previously acquired theoretical knowledge by carrying out practical tasks directly in the SAP system, using integrated business processes case studies. The complete spectrum of the functions of the SAP CRM system is covered with the theoretical basics and practical case studies: Basics, CRM analytics, CRM marketing, CRM sales, CRM services, Web Channel and Partner Channel Management, Interaction Center and WebClient User Interface. The course also covers the functions for customizing the core areas of the SAP CRM system. Furthermore, there is also an introduction into the technical aspects of CRM middleware.