SAP CRM

Module 1: Introduction to SAP CRM

• SAP CRM overview: integration with SAP ERP and SAP S/4HANA
• SAP CRM architecture: CRM Server, ICI, and middleware
• SAP CRM vs SAP C/4HANA: transition to cloud CRM
• Navigating SAP CRM Web UI: work centres and navigation bar

Module 2: Business Partner and Account Management

• Business Partner concept: unifying customers, vendors, and contacts
• BP roles: sold-to party, ship-to party, and payer in CRM
• Account hierarchy and relationship management
• BP synchronisation between SAP CRM and SAP ERP

Module 3: Opportunity and Activity Management

• Opportunity management: phases, probability, and revenue tracking
• Activity management: tasks, business activities, and interaction records
• SAP CRM calendar: scheduling and managing sales activities
• Territory management: assignment of accounts to sales territories

Module 4: Service Management

• Service order management: creation, scheduling, and confirmation
• Installed base and equipment management in SAP CRM
• Service contracts: warranty and maintenance contract management
• Resource planning: field service scheduling and dispatching

Module 5: Marketing Management

• Marketing planning: campaigns, campaign elements, and budgets
• Target group creation: segment-based audience management
• Email marketing: campaign execution and response tracking
• Lead management: capturing and routing marketing-generated leads

Module 6: SAP CRM Middleware

• CRM Middleware overview: data exchange with SAP ERP
• Initial and delta load: synchronising master data and transactions
• Queues: monitoring inbound and outbound message queues
• Troubleshooting middleware errors and failed messages

Module 7: SAP CRM Configuration

• Customising CRM: IMG settings for sales, service, and marketing
• Transaction types and item categories for CRM documents
• Organisational model: sales organisations, divisions, and distribution channels
• Partner determination: automatic partner assignment in CRM transactions

Module 8: Capstone Project and Assessment

• SAP CRM sales cycle: opportunity, quote, and order processing
• Service order and contract management simulation
• Middleware monitoring and error resolution exercise
• Final assessment and course certification

Experience in the Industry Gain expertise from SAP CRM consultants who have implemented SAP CRM for sales, service, and marketing organisations at large enterprises tightly integrated with SAP ERP and SAP S/4HANA backends.

Backgrounds at the Top Our SAP CRM trainers have worked at SAP partner organisations and enterprise SAP teams delivering CRM implementations across automotive, utilities, high-tech, and consumer goods industries.

Clear & Effective Teaching SAP CRM Web UI, business partner management, opportunity and service management, middleware, customising, territory management, and marketing are explained with real SAP CRM implementation examples.

Hands-On Learning Focus Students manage SAP CRM business partners, process opportunities and service orders, monitor middleware queues, configure transaction types, and complete end-to-end SAP CRM scenarios through structured labs.

Up-to-Date Knowledge Trainers keep content current with SAP CRM integration with SAP S/4HANA, SAP C/4HANA cloud CRM portfolio, and migration pathways for SAP CRM customers moving to SAP Sales Cloud.