CUSTOMER RELATIONSHIP MANAGEMANT

CRM OVERVIEW AND ARCHITECTURE

Introduction & CRM DeIinition
CRM Architecture Overview
CRM FUNDAMENTALS - I
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O ! Type & Role, Grouping
O ! Relationships
O !artner Functions
O Consistent ! Distribution
O ConIiguring Iield attributes
O $creen ConIiguration Using VCT
O Additional Customization

Orga3at43al Ma3ag0203t
O CRM Organizational Model & it`s advantages
O lements oI the organizational Model
O Organizational data determination
O Testing organizational data

Pr4/:.t Ma8t0r
O !roduct type & grouping
O nhancing the product master
O ierarchies, categories, set types & attributes
O umber assignments
O asic settings

Opp4rt:3ty Ma3ag0203t
O Overview oI lead management
O Opportunity management
O $ales methodology in CRM Online
O $ales Assistant
O $ales liIe cycle and phases
O Additional customization

A.t;ty Ma3ag0203t
O Type oI activities
O asic settings
O Monitoring activities

!artner Determination
O !artner determination in business partner
O Terms & concept oI partner determination
O Customizing oI partner processing
O DeIine new partner Iunctions

$ales Transaction
O $tructure oI sales transaction
O Inquiry & quotation
O Creating new sales transaction
O Creating Iollow up sales transaction
O $ales order scenario CRM-R/3
O asic setting

CRM illing

CRM FUNDAMENTAL - II

Marketing planning & Campaign Management
O Marketing plans, campaign & promotions
O Creating and editing marketing projects
O !romotion planning & allocation scenario
O Content management
O Authority checks
O Advanced customization
O Creating attributes Ior business partner segmentation
O Maintaining data source Ior segment builder
O Creating samples Ior large target groups
O $egment builder

!ersonalized Forms
O plaining the editing options Ior mail templates
O Creating personalized e-mails
O Creating personalized subject lines
O Creating personalized attachments
O Advanced customization

Campaign ecution
O ecute campaign across multiple interaction channels

ead Management
O Inbound/outbound lead generation
O ead qualiIication
O Advanced customization

CIC
O Creation oI interaction centre
O ConIiguration oI compounds
O Action bo
O Reminder scripting
O Interactive scripting