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.

On completing the course, the participants will have a well-founded, theoretical knowledge of the technical aspects for the SAP CRM system, its organizational structure, and integration of a wide range of business processes and functions.

The course participants will be able to orient themselves quickly in unknown CRM systems due to the practical case studies which are part of the course. The participants will gain well-founded skills and knowledge of the following SAP CRM functions:

 

• SAP CRM WebClient User Interface
  
  • WCUI-Business Rules
  • WCUI-Navigation Bar
  • WCUI-Architecture
  • WCUI-Configuration
  • WCUI-Extensibility Tool and Component Enhancement Concept
• SAP CRM
  
  • Basics
  • Analytics
  • Marketing
  • Web Channel and Partner Channel Management
  • Sales (includes SAP ERP)
  • Interaction Center
  • Services
• SAP CRM Customizing
  
  • Business Partners (includes SAP ERP)
  • Organizational Management (includes SAP ERP)
  • Product Master (includes SAP ERP)
  • Transaction Processing
  • Activity Management
  • Partner Processing
  • Actions
  • Pricing
  • Billing (includes SAP ERP)
• CRM Middleware
  
  • SAP CRM Architecture
  • Data Exchange with SAP ERP
  • SAP CRM Middleware Operations
  • Error Handling, Troubleshooting, and Data Integrity

The course participants learns the practical use of the above mentioned SAP CRM components and their integration in complex business processes by engaging with the theoretical basics, processing integrated business process scenarios and system customizing (using case studies). Hence, the participant is able to understand SAP CRM's functions and to familiarize himself quickly with a previously unknown SAP CRM system.

• SAP CRM – WebClient User Interface
• SAP CRM – Basics
• SAP CRM – Analytics
• SAP CRM – Marketing
• SAP CRM – Sales
• SAP CRM – Services
• SAP CRM – Web Channel and Partner Channel Management
• SAP CRM – Interaction Center
• SAP CRM Customizing
• CRM Middleware

After successfully completing the course "Introduction to SAP CRM" students are issued the certificate of the University Duisburg-Essen. The official SAP certification in SAP CRM called "SAP Certified Application Associate - CRM Fundamentals with SAP CRM 7.0" (C_TCRM20_70) requires the knowledge of this course contents.

After completing the course “Introduction to SAP CRM” the certification exam can be booked directly at SAP Education. Dates and fees can be looked up on the websites of SAP Education.

• Total workload
  The course requires a workload of 180 hours corresponding to 6 credit points according to the European Credit Transfer System (ECTS)
• Language: English
• System requirements: PC with internet access
• other requirements
  For participants without knowlegde of SAP ERP we urgently suggest the previous or parallel participation in the course Integrated business processes with SAP ERP (TERP10) .
• Course term: 17 May 2012 - 16 September 2012

• Course certificate: Certificate by University Duisburg-Essen when all case studies are completed successfully in SAP CRM during the course
• Course fee: 450 €
  
• Tutors
  Prof. Dr. Heimo H. Adelsberger
  Taymaz Khatami, Dipl.-Wirt. Inf

 

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