SAP CRM

Training courses for SAP CRM offer complete knowledge and operational expertise required to harness the power of SAP CRM module. The trainees will learn about SAP CRM tool and its various settings like business partners, products, transaction customization and middleware overview etc.

SAP CRM training courses are aimed at experienced, mid-level and junior level IT professionals who want to learn the best in the Industry CRM tool.

SAP CRM consists of 5 core modules:

  • Marketing
  • Sales
  • Service
  • Channel Management
  • Analytics


Marketing: Marketing module helps the marketing department with customer acquisition. Marketing includes a variety of activities such as creating and running marketing campaigns across multiple channels, connecting with target customers, generating leads, producing and providing success to all these activities in order to improve the effectiveness of your marketing efforts.


Sales: Sales help professionals become more efficient and effective by providing them the knowledge needed to turn insight into action and acquire, grow, and retain profitable relationships. It helps organizations plan, execute, and analyze sales operations throughout the sales cycle, find new ways to accelerate buying decisions, uncover new areas of revenue potential, and implement new methods to improve sales productivity.


Service: Service helps in retaining your customer base & reduces your service costs while enhancing customer satisfaction by streamlining service operations. Service focuses mainly on:

  • Service Order Management
  • Repairs & Returns Management
  • Service Contracts Management
  • Equipment and Installed Base Management


Channel Management: There are many ways through which the services can reach the customer, managing these channels is the main focus in global organizations. The main mediums of channel include - Internet, e-mail, Field Applications, e-Commerce, CIC etc.


Analytics: It provide tools to analyze individual customers and discover how best to serve them. Companies can measure performance, predict customer behavior and value, and plan for success. SAP CRM also provides closed-loop analytical applications to help companies identify and understand opportunities and send relevant information to customer-facing employees.


SAP CRM 7.0 course highlights :

  • SAP CRM 7.0 online access
  • Hands on training
  • Reference course related videos
  • Training through slideshows /notes and exercises
  • Case Study - Real time business scenario and a typical SAP CRM implementation case study
  • SAP CRM Quiz
  • SAP CRM Certification material
  • Sample of interview Questions for SAP CRM
  • Training Quality Feedback form
  • How to use important SAP resources - SAP Service Marketplace, SDN etc


SAP CRM course details :


Basics of SAP CRM : Customers, Products, Technical Architecture of SAP CRM etc.

CRM Customizing fundamentals : Account Management,Organizational Management /determination,Product master, CRM business transactions, Overview of generic functions in business transactions, Activity management, , Partner determination, Actions, Overview of pricing in CRM, SAP CRM Item Category Customization.

CRM Marketing : Overview of marketing management in SAP CRM, Marketing Plans and campaign management, Preparation and Execution of campaigns, Segmentation of business partners, Marketing attributes creation, Creating target groups, E-mails form, Marketing Product Proposals, Management and Surveys, Campaign automation, External List Management, Special Functions and Features in campaign management.

CRM Sales : Opportunity management, Copying control, Quotation management, Order management, Pricing in SAP CRM Sales, Contract management, Rebate processing, Activity management in SAP CRM Sale, SAP CRM Transactions.

CRM Interaction center web client : IC Agent functions, IC Marketing and Sales, IC Service, IC Web Client Functions and Profiles, Communication Architecture, Agent Inbox, Rule Modeler, Category Modeler, IC Manager functions.

CRM Middleware overview : Introduction to the CRM architecture and CRM Middleware, Connecting an SAP back-end system to an SAP CRM system, CRM Middleware / Administration Console, Messaging BDoc, Initial load / delta load / request load, Data flow, configuration and monitoring, Connecting an external system using the XIF adapter, Business Warehouse adapter, Groupware adapter, Architecture and technical configuration for field applications (mobile).

CRM Service : Maintenance of technical objects, Installed base management, How to create set types and attributes, Individual objects, Service contract processing, Service agreements.

CRM Web user interface : SAP CRM User Interface Overview, UI Concept, Customizing of Business Roles, Navigation Bar Customizing and Transaction Launcher, Architecture, UI Configuration, Application Enhancement Tool and Easy Enhancement Workbench, Component Enhancement Concept, Skin Configuration.

CRM E-commerce (Web Channel) :
(E-Marketing) : Catalog Management, Content Management, Personalization, Email & Web Campaigns
(E-sales) : Quotation & Order Management, Shopping Basket Management, Pricing & Contracts, Selling via Partners
(E-service) : Service Order Management, Installed Base, Complaints & Returns, Billing & Payment, Account Self Service

SAP CRM Mobile : SAP Field Applications (with focus on Mobile Service), Order management, Field support & Difference between ERP CRM and Mobile CRM.

Integration concepts : SAP CRM integration with SAP SD, BW, EP, NW and other SAP systems.

Overview of Important SAP CRM Table names.



*Note - We offer "On the job support" (as a separate service)*