---- SAP Customer Relationship Management (CRM) ---------
Unit 1. CRM and the SAP CRM System System
1.1 Customer Relationship Management1.1.1 Unit 1 Overview and Objectives1.1.2 What Is CRM1.1.3 Basic Component of CRM1.1.4 Customer Interation In CRM
1.2 SAP CRM Architecture 1.2.1 Technical Structure of CRM1.2.2 SAP CRM from a Business View
1.3 CRM Basics1.3.1 Business partners1.3.2 Product and Product Catalogs1.3.3 SAP CRM organizational Model1.3.4 Customer Interaction Management1.3.5 Marketing Planning & Campaign Management1.3.6 Unit 1 Summary
Unit 2. SAP CRM Applications
2.1 Internet Sales2.1.1 Unit 2 Overview and Objective2.1.2 What is Internet Selling2.1.3 Features of Internet Sales
2.2 Telesales (Customer Interaction Center) 2.2.1 Customer Intertion Center In CRM2.2.2 Telesales FunctionAlity2.2.3 Telesales User Interfaces2.2.4 Inbound Telesales
2.3 Service Interaction Center2.3.1 Key Elements of SiC2.3.2 Customer Intertion Via E-mail2.3.3 Interactive Intelligent Agent (iia)
2.4 Mobile Client In SAP CRM2.4.1 Mobile Client Architecture2.4.2 Mobile Sales Functions2.4.3 Mobile Service Functions
2.5 Marketing Planning & Campaign Management2.5.1 Marketing Planning & Campaign Management2.5.2 Marketing Processes2.5.3 Unit 2 Summary
