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This web-based training course on SAP CRM functionality, administration and development, is available online to all individuals, institutions, corporates and enterprises in India (New Delhi NCR, Bangalore, Chennai, Kolkatta), US, UK, Canada, Australia, Singapore, United Arab Emirates (UAE), China and South Africa. No matter where you are located, you can enroll for any training with us - because all our training sessions are delivered online by live instructors using interactive, intensive learning methods.

SAP CRM or SAP customer relationship management is an integrated software tool of the SAP SE which helps in providing effective customer relationship solutions for industries of all shapes and sizes. SAP now offers a cloud based CRM solution which has a lot more efficiency and on the go work abilities as compared to traditional on-premises CRM solutions. SAP CRM provides a highly seamless and personalized customer experience. SAP CRM Solutions under SAP Hybris is powered by SAP HANA and thus provides high end data manipulation capabilities. Using in-memory data manipulation and Big Data technology to drive the transformation of the digital world while integrating marketing, commerce, sales and customer services, SAP CRM provides possibilities and capabilities unparalleled. SAP CRM has the option of being deployed both on-premises and on the cloud to improve the mobile and hand held device compatibilities. Under their CRM solutions, SAP offers three versions, namely; SAP Hybris cloud for sales, SAP Hybris cloud for Service and SAP Hybris cloud for social engagement. Additionally, SAP also offers a CRM solution for smaller sales teams called as SAP digital SRM.

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Course Details

This SAP Customer Relationship Management online training course provides a clear understanding of the fundamentals of SAP CRM and Hybris and how the architecture and base of SAP CRM works. The five different modules of SAP CRM, i.e. Sales cycle, CRM service, CRM marketing, CRM partner Channel Management and CRM interaction center will be covered and explored in detail for the benefit of the trainees. Through this SAP CRM training course, trainees will be taught about the various methods of account management and organizational management through SAP CRM. Additionally, business transaction processing and partner processing will also be dealt with. Completing this SAP CRM online course, trainees can expect to create effective customer relationship models having efficient UI configuration and data/work flow. This course has no pre-requisites but it will be beneficial if the trainees have a working knowledge of business process management.


  • Getting to know mySAP CRM
  • mySAP CRM - The complete solution
  • CRM architecture & Component integration
  • Key capabilities of mySAP CRM
  • Channels of interaction
  • Careers @ mySAP CRM 2007


  • Overview of CRM Server Technology
  • Account Management (Business Partner master)
  • Product master
  • Organization management
  • Territory management
  • Transactions processing
  • Items Categories
  • Activity management
  • Partner processing
  • Status Profile
  • Actions
  • Pricing fundamentals (ECC 6.0)
  • Condition technique and pricing procedure determination (ECC 6.0)


  • Interface Overview
  • IC Business Role
  • Navigation bar Profile
  • Logical Links
  • Layout Profile
  • Technical Profile
  • Component Workbench


  • Introduction
  • Marketing planning & Campaign management
  • Marketing Calendar
  • Marketing Analytics
  • Segmentation of business partners
  • Segment builder tool
  • Personalized mail forms
  • External list management
  • Product Proposal
  • Lead Management


  • The Sales cycle
  • Opportunity Management
  • Copying control
  • Process in Quotation and Order Management
  • Quotation Management
  • Order Management
  • Special Functions in Quotation and Order Management
  • Visit Planning
  • Contract Management
  • Status Management
  • Transactions processing
  • Partner processing


  • Overview of CRM Service
  • Installed Base Management and Individual Objects
  • Service Agreements and Service Contracts
  • Service Plans
  • Service Order Management
  • Product Service Letters
  • Complaints and Returns Management
  • Warranty
  • Case Management


  • Introduction
  • B2B and B2c scenarios
  • Product catalog
  • Product proposals
  • Top n products
  • Cross selling
  • Up selling
  • Down selling


  • Interaction center overview
  • Framework and components
  • IC Web functions
  • Communication Architecture
  • Creating IC Business Role
  • Configuring profiles of IC Business Role
  • Account Identification Profile
  • Agent Inbox settings
  • Alert Modeling
  • Scripting
  • Category Modeler


  • Introduction
  • Architecture and setup
  • Administration console
  • Client console
  • Mobile application studio
  • Mobile repository server


  • CRM Middleware Overview
  • Concepts of Middleware
  • Administration Console
  • Adapter Objects
  • Initial Load, Delta Load
  • BDocs and types of BDocs
  • BDoc Modeler
  • Data exchange between R/3 backend
  • Monitoring and Error handling

Live Instructor-led & Interactive Online Sessions

Regular Course

Duration : 40 Hours

Capsule Course

Duration : 4-8 Hours

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Training Options


Weekdays- Cloud Based Training

Mon - Fri 07:00 AM - 09:00 AM(Mon, Wed, Fri)

Weekdays Online Lab

Mon - Fri 07:00 AM - 09:00 AM(Tue, Thur)


Weekend- Cloud Based Training

Sat-Sun 09:00 AM - 11:00 AM (IST)

Weekend Online Lab

Sat-Sun 11:00 AM - 01:00 PM

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