SAP Customer Relationship Management

SAP Customer Relationship Management (SAP CRM) includes features and functions that support core business processes in the areas of: marketing, sales, service, partner channel management, interaction centre, web channel, business communications management, and real-time offer management. This course covers the complete SAP CRM module to certification level, allowing the student to implement, update, troubleshoot and maintain high capability SAP CRM systems across a range of business sizes. You’ll learn how to optimize key processes, leverage various analytics and reporting tools, and assess your performance.


After completing this course, students will be able to:

  • Gain an overview of the CRM WebClient User Interface
  • Adapt the CRM WebClient User Interface using customizing and standard tools
  • Implement simple customer specific enhancements
  • Use and configure the CRM components and their integration in complex business processes


Mode of delivery: Instructor-led classroom or online training

Duration: 50 hours


Course Curriculum

  • Introduction to ERP and SAP
  • Overview of SAP CRM system and its connectivity with other SAP systems –
    SAP SD (Sales & Distribution) and SAP BW
  • Overview of the SAP CRM solution
  • SAP CRM Customizing Fundamentals
    (SAP CRM Sales Management)
  • SAP CRM-Service Management
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