Course Overview

The CRM training course introduces different facets of customer relationship management (CRM) to participants and shows them how to identify who their customers really are. It also analyzes the key components of CRM and explains how it is integrated within an organization. In CRM course, you will gain a better understanding of various Customer Relationship Management (CRM) capabilities within SAP.

Course Content

Customizing Fundamentals

  • Account management (Business Partner)
  • Organization Management
  • Territory Management
  • Product Master
  • Transaction Processing
  • Item category
  • Activity Management
  • Partner Processing
  • Status profile
  • Actions
  • Pricing Fundamentals
  • CRM Billing

CRM 7 Web UI Configuration

  • Interface overview
  • IC Business role
  • Navigation Bar profile
  • Logical links
  • Component workbench
  • Easy enhancement workbench


  • Introduction to marketing profile
  • Marketing Planning and Campaign Management
  • Personalized Mail Form
  • Segmentation
  • Product Proposal
  • External List Management
  • Lead Management


  • Introduction to sales
  • Opportunity Management
  • Coping Controls
  • Processes in Quotation and Order Management
  • Quotation Management
  • Order Management
  • Contract Management


  • Over View of CRM Service
  • Install Base Management and Individual Objects
  • Service Agreements and Service Contracts
  • Service Order Management
  • Warranty and claims


  • Interaction Center Overview
  • IC Web client Functions
  • Communication Architecture
  • Configuring Profiles of IC Business Role
  • Account Identification profile
  • Agent Inbox settings


  • CRM Middle Ware Overview
  • Concepts of Middleware
  • Administration Console
  • Adapter objects
  • Bdocs Overview
  • Data Exchange between R/3 Back Ends
  • Monitoring and Error Handling

Customer Reviews

Thanks to Xpertised and the tutor who walked me through all the topics with Practical exposure which is helping me in my current project.

Course was quite helpful in terms of understanding of concepts and practicality. Its really a very friendly environment to learn. The timing were mutually chosen, as we both are working professional. I am quite satisfied with the course.


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