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sap customer relationship management(crm)online training

Description: - "SAP SALES OFFICE CRM(CUSTOMER RELATIONSHIP MANAGEMENT)" Online Training contact or +919052666559 By Real Time Experts from Hyderabad, Bangalore,India,USA,Canada,UK, Australia,South Africa. SAP CRM FUNCTIONAL Online Training Course Content CRM Base Customizing · Territory Management · Territory Hierarchy · Organizational Model · Business Partner · ERM (Extended Relationship Management) · Product master Record · Product category and Hierarchy · Business Transaction Processing · Activity Management · Transaction Processing · Partner Processing · Questionnaires (survey) CRM Base Customizing · Actions · Overview of Pricing in CRM · CRM Billing Overview CRM Pricing · Overview of Pricing · Condition Technique · Condition Record – PowerPoint PPT presentation

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Title: sap customer relationship management(crm)online training

Customer Relationship Management
Online classroom Corporate Training
certifications placements support
  • Email
  • Contact Us 91-9052666559

Customer Relationship Management
  • Introduction
  • Why need CRM
  • Goals of CRM
  • Types of CRM
  • Implementation Type of CRM
  • Web Based CRM
  • Benefits of CRM
  • Cost Calculations
  • QA
  • Thank you !!!
  • Appendix A - Market Capitalization
  • Appendix B CRM Definition
Customer Relationship Management
  • Customer Relationship Management (CRM) is the
    term given to the concepts that a company employs
    to manage its relationship with their customer.
Why Need CRM
Customer Relationship Management
  • Every company do CRM one way or other.
  • Few Facts why need CRM

Not a single point of contact
Communication Gap
Getting a new customer cost 5 times then
retaining existing customer
1 increase in sale with existing customer will
boost profit by 17 while 3 in other case
Goals of CRM
  • The idea behind CRM to gain insight into the
    behavior of customers and the values of those
    customers. If it works as hoped then business
    can -

Provide better customer services
Make call center more efficient
Cross sell product more effectively
Helps sales staff close deals faster
Simplify marketing sales process
Discover new customers
Increase customer revenue
Types of CRM
  • Operational CRM which provides support to front
    office, business processes including sales,
    marketing and service. Operational CRM processes
    customer data for a variety of purposes
  • Managing campaigns
  • Enterprise Marketing Automation
  • Sales Force Automation
  • Sales Management System
  • Analytical CRM which analyses the customer data
    for various purposes such as design and execution
    of targeted marketing campaigns to optimize
    marketing effectiveness, design and execution of
    specific customer campaign, analysis of customer
    behavior to aid product and service decision
    making, management decision, prediction of
    probability of customer defection.
Types of CRM
  • Consumer Relationship CRM covers aspects of a
    company's dealing with customers handled by the
    Consumer Affairs and Customer Relations contact
    centers within a company. Representatives handle
    in-bound contact from anonymous consumers and
  • Sales Intelligence CRM is similar to Analytical
    CRM, but is intended as a more direct sales tool.
    Features include alerts sent to sales staff
  • Cross-selling/Up-selling/Switch-selling
  • Customer Drift
  • Sales performance
  • Customer trends
  • Customer margins
  • Customer alignment
Types of CRM
  • Collaborative CRM covers aspects of a company's
    dealings with customers that are handled by
    various departments within a company, such as
    sales, technical support and marketing.
    Collaborative CRM's ultimate goal is to use
    information collected by all departments to
    improve the quality of services provided by the
  • Campaign Management combines elements of
    Operational and Analytical CRM. Campaign
    management functions include
  • Target groups formed from the client base
    according to selected criteria
  • Sending campaign-related material (e.g. on
    special offers) to selected recipients using
    various channels (e.g. e-mail, telephone, SMS,
  • Tracking, storing, and analyzing campaign
    statistics, including tracking responses and
    analyzing trends
Implementation type of CRM
  • Two Category to implement CRM

REMOTELY HOSTED - Smooth running Free
upgrade Secure Application Continuous
Support Possible misuse of
LOCALLY HOSTED - Complete Control Customize in
our own way Technical
Support Security concerns Problemati
c upgrade
Web Based CRM
  • Web based CRM are different from traditional CRM
    in look and feel.
  • Benefits -
  • Low implementation Cost
  • Rapid Development
  • Accessibility
  • Instant Information Sharing
  • Light Weight
  • Features -
  • Power Dialing
  • Voice Messaging
  • Fax / email Customization
Benefits of CRM
Improve Sales Service
improved customer satisfaction
  • Increate
  • the
  • number of
  • opportunity
  • Expand
  • the market
  • attract
  • new
  • partners
  • Develop
  • additional
  • streams of
  • revenue
  • Single
  • Point
  • communi-
  • cation
  • With
  • Customer
  • Email
  • Marketing
  • Reporting
  • Long term
  • profitability
  • Sustainable
  • Income
  • By
  • knowing
  • what
  • customer
  • demands
  • Customize
  • Knowledge
  • base
Cost Calculations
  • CRM Cost Includes -
  • Hardware Cost
  • Software Cost
  • Professional Services

Approx Cost - 0.5 M or 2.5 Cr Rs
Customer Relationship Management
Thank you !!
Appendix A Market Capitalization
Vendor Share
Oracle 16.3
SAP 25.3
Salesforce 8.3
Amdocs 5.2
Microsoft 4.1
Others.. 40.6
Data as per year 2006-07
Appendix B CRM Definition
  • CRM is an IT-enabled business strategy, the
    outcomes of which optimize profitability, revenue
    and customer satisfaction by organizing around
    customer segments, fostering customer-satisfying
    behaviors and implementing customer-centric
    processes. - Gartner Group
  • CRM is a business strategy to select and manage
    customers to optimize long term value
  • "CRM is an enterprise wide mindset, mantra and
    set of business processes and policies that are
    designed to acquire, retain and service
    customers. - Scott Fletcher, VP, i2.
Customer Relationship Management
1. Interactive Learning at Learners
convenience2. Industry Savvy Trainers3. Learn
Right from Your Place4. Customized Curriculum5.
24/7 system access6. Highly Affordable
Courses7. Support after Traininga. Resume
Preparationb. Certification Guidancec.
Interview assistance
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Customer Relationship Management
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