2 Hours/day – 1 Hour Theory, 1 Hour Practical
4 Hours/day – 2 Hours Theory, 2 hours Practical

Course Content:

Customer Relationship Management (CRM)

  • SAP history and evolution
  • Introduction to SAP-CRM
  • CRM architecture
  • ASAP methodology

Base Customization

Business Partners

  • BP type & roles, grouping
  • BP relationships
  • Partner functions
  • Configuring field attributes
  • Number range settings

Organizational Management

  • Elements of organizational model
  • Creating position, employee & user
  • Organizational data determination

Product Master

  • Product type & grouping
  • Hierarchies, category dissent type and attributes
  • Number assignments
  • View id Basic settings Relationships of products

Territory Management

Transaction Processing

  • Copy
  • Copy Control
  • Follow up transaction

Partner Processing

  • Partner functions
  • Partner determination procedure
  • Access sequence


  • Action profile
  • Action definition
  • Processing form
  • Action monitor

Status Profile

  • User status
  • Status in transactions


  • Pricing procedure determination
  • Creating condition record

Text Determination

  • Text determination procedure
  • Text object
  • Text ID

Credit Management




Introduction to basic sales cycle

Significance of header and item category control data

Structure of sales transactions

Activity management

  • Activity monitor
  • Header and item category control data
  • Activity journal
  • Follow up transactions

Lead management

  • Lead document structure
  • Creating lead from activity
  • Header and item category control data
  • Lead priorities
  • Group and origin

Opportunity management

  • Opportunity document structure
  • Create opportunity from lead
  • Header and item category control data
  • Sales life cycle and phases
  • Opportunities priorities
  • Group and origin

Quotation/Order in CRM

Document flow


Customer Interaction Center Win Client

  • Architecture landscape,Agent functions and processes in the IC
  • Define CIC Profile and Customer-Specific Workspaces, Define Front-office framework
  • Component Configuration, Action Box Configuration, CTI Configuration


  • Overview of CRM Service,Service Organization
  • Service Products Installed Base Individual Object
  • Complaints and Returns Case Management

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