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CUSTOMER RELATIONSHIP MANAGEMENT OVERVIEW
It is the concept which defines business process pertaining to customer interactions. There are many products build based on the CRM concept. Ex:- SAP-CRM, SEIBEL-CRM, ORACLE-CRM, MICROSOFT-CRM, etc,..

What is CRM?
Customer Relationship Management can help you to stay totally connected to your customers so you deliver the kinds of products and services that they truly need. It keeps the lines of communication open and helps to create lasting and profitable reletionships. Goal of the usage of Customer Relationship Management is also to achieve. One face to the customer that means independent via which channel the customer is contacting your company he or she should get consistent and actual information. CRM is a business strategy that aims to optimize customer interactions in order to maximize the success of the business. Business Example Competitive markets, demanding customers, and the need to optimize internal process put companies under great pressure. They therefore demand a compleate software solution that is easy to use, full integrated, customized to meet specific to meet specific requirements, and flexible to implement.
Core Functionalities of CRM:-

1. Marketing 2. Sales 3. Service
Objectives of CRM

one who receives the invoice payer . you can use same procedure to create another business roled like "ship to party". Business Partner:-it is a term which has ti be used by consultants Account:-It is a term which has to be used by the end users Life Cycle of Customer:-Starting to end point of account.one who pays the bill >First chapter is business partner (BP) Definition:. "employer". "bill to party". define grouping and number ranges. In real time you do not create business partners. The end users will create business partner in web ui by using your custamizing . number ranges and grouping.one who places an order ship to party . Acquistion (Gaining new customers) 3. Service 4. "payer".Any person or organization who are involved in business transaction is called business partner. do not take full extend of intervels as i took only 600000 to 600100 in the video. "contact person" importent points Every employer has an user ID While taking intervels in number ranges. ex:-Prospect-> Customer How to creat bp part 1 How to creat bp part 2 How to creat bp part 3 From the avove link you can learn BP In the above video i Mentioned how to create "sold to party" business role in BP. Retaining customers Interaction channels used in CRM Face to face Direct Marketing marketing Sales Direct Sales Service Direct Service telephone Tele marketing Telesales Teleservice Internet emarketing e-sales e-service Channel partners Channel Marketing Channel sales Channel service Management Marketing anslysis Sales analysis Service analysis Business Scenario Sold to party .one who receives the goods Bill to party .1. you only custamize and create business roles. Identifies potential customers 2.

Legal Entity I) Service Team. A) Sales Organization-Is controlling the all sales aspects of a company B) Distribution channel-products are distributed to the end customers through which channel C) Division-Product line D) Sales office-Phisaical Entity E) Sales group-group of sales personnel F) Sales Area-Sales Org + Distribution Channel + Division G) Marketing Organization.>Second chapter ORGANIZATIONAL MODEL Organizational model is used to represent the functional structure of a company.Legal Entity H) Service Organization.Gorup of Service Technicians .

Elements of CRM Orgabizational Model Below is the Screen Shot Video For Organizational Structure :D how to create organisational model .

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1)It helps us to classify the items. Transaction Type:- It is a document which is used to record information about a particular Transaction in a business process.) Item Category:- An item category specifies the properties and attributes of a business transaction item and theefore controls how the item is processed. service and request and visit) and the controlling attributs (Text determination procedure.. Transaction Type:- A transaction type defines the attributes and characteristics of a business tranasaction (ex: Sales Order. org data profile. partner determination procedure.etc..> Third Chapter Product Screen shot videos for Product:- ->product part 1 ->product part 2 ->product part 3 >Fourth chapter Transactional Processing Transaction:- Can be defined as exchange of products or services or information between two parties. 2)It helps us to control/determine the data at item level .

Structure of a transaction:- Header Item Schedule line Header:-consists data which is applicable for thr entire document Item:-Consists information about product like product ID. which is created with reference to a pravious document in order to continue with the business process. eg:-QUATATION->ORDER (AG-TA) ->transactionalprocesspart1 ->transactionalprocesspart2 Fifth chapter Activites Store Visit: ->storevisit >Partner Processing ->Partner Processing >MARKETING . Flow up Transaction:- Is a succeeding document. Quantit. Schedule lines:-consists information about products. quantities and delivery dates. price etc. Item category determination:- it is used to determine the item category of a product in a transaction.

origin: Source of the Lead Ex. Group: Grouping of leads Ex.after execution of the campaign 2. In below video which i made for you. Priority: Important of the Lead Ex.Internet Lead/Telephone Lead 2. Without Camp Reference. .->custamizing for campaign and marketing plan >TARGET SEGMENTATION >Segmentation Segmentation of BP is used for creation of target groups based on profiles which are used in campaigns with high returns are achieved. With reference to campaign .With out a campaign for a Target Group Lead Qualification can be in to three types for reporting purpose: 1. Opportunity contains sales cycle which guides sales employee in converting Opportunity in to sales in a systematic way. Branch/road show 3. Lead generation can be defined as creation of lead1. you can learn about segmentation.It is used to define the characterstic of a BP which consists one or more values. ->TARGET SEGMENTATION PART 1 Target Segmentation PART 2 >Lead Management Lead can be defined as a transaction which is used to record information about prospective customer and the product in which customer is showing interest.High/ Medium/Low Lead Management part 1 Lead Management part 2 Opportunity Management Opportunity can be defined as chance of making a sale where a sales employee is resplnsible for converting an oppertunity in to sale. Attribute:.

Proposal 5. 2.inoritizing the opportunity Opportunity Management to be continued soon . Exchange of information. Group/Type . Submission of Documents 4. Agreement Opportunities are classified into 3 types 1. Origion .Grouping of opportunity 3. Priority . Collection of documents 3.Sales cycle can be defined as a group of stages arranged in a sequence which are executed by an employee one after the other in order to convert an opporunity in to sales.source of opportunity 2. eg:.Sales cycle for Home loan Stages: 1.

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