• Instructor-led Classroom-based & Live Virtual Online Training
  • Hands-on Training
  • Free Study Material
  • Lab Exercises
  • Unlimited Lab Access
  • 100 % Passing Guarantee or Free Re-training



  • Fast Track
    Days: Monday-Friday
    Duration: 5 days
  • Slow Track
    Days: Saturdays / Sundays / Evenings
    Duration: 5 Weeks

Study Modes:

  • Classroom / On-site
  • Live Virtual


SAP Customer Relationship Management (CRM)

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SAP CRM is one of the key modules in an organisation that deals with handling customers effectively and efficiently. In today’s competitive market environment, companies must make changes in a dynamic environment and take care of all the critical activities related to customer service.

SAP Customer Relationship Management is an integrated customer relationship management module by SAP that helps any organisation achieve its business goals and efficiently perform all Customer Relationship tasks. CRM is one of the critical components for making business strategy for medium and large scale organisations.

SAP CRM is part of the SAP ERP (Enterprise Resource Planning) business suite. It is used to implement and customise business processes related to Customer Relationship Management CRM and integrate with SAP and non–SAP systems.

SAP CRM training course provides complete training on SAP customer relationship management module. The addresses software needs for large and midsized organisations across different sectors. The course provides learners with elementary knowledge and practical solutions for customer relationship solutions. The SAP CRM certification examination has 80 questions.



Introduction to:

  • Fundamentals and architecture of SAP CRM
  • SAP CRM Marketing
  • SAP CRM Sales
  • SAP CRM Service
  • Implementation & operation of SAP CRM

CRM basic data:

  • Account Management
  • Organizational model
  • Product master
  • Customizing settings for each object
  • CRM business transactions
    • Overview of generic functions in business transactions
    • Activity management
    • Customizing for these objects
  • Process control and determination
    • Partner determination
    • Actions
    • Overview of pricing in CRM
  • CRM billing
    • Basics concepts of CRM middleware
    • Introduction to the CRM WebClient User Interface

Overview of marketing management in SAP CRM

  • Marketing Plans and campaign management
    • Working with marketing projects
    • Preparation and Execution of campaigns
  • Segmenting business partners
    • Marketing attributes
    • Graphical Modeler
    • Creating profiles and target groups
  • Personalized mail forms
    • Creating personalized e-mails
  • Marketing Product Proposals
  • Lead Management and Surveys
  • Campaign automation
  • External List Management
  • Special Functions and Features in campaign management
  • Couponing
  • Opportunity management and Pipeline Performance Management
  • Copying control
  • Quotation management
  • Order management
  • Special functions in quotation and order management
  • Pricing in SAP CRM Sales
  • Contract management
  • Rebate processing
  • Activity management in SAP CRM Sales
  • Visit planning
  • Territory management
  • Maintenance of technical objects
    • Installed base management
    • Individual objects
  • Service contract processing
    • Service agreements
    • Service contracts
    • Service plans
  • Service order processing
    • Resource planning
    • Service confirmation
    • Service billing
    • ERP Integration
  • Complaints and returns processing
    • Complaints and returns
    • In-house repair processing
  • IT Service Management

Benefits Of A SAP Certification