• Analyze SAP CRM processes and functions in the marketing, sales and service area and the various interaction channels.
  • Evaluate integration aspects between SAP CRM and other components


  • SAP ERP as well as non-SAP Customers and decision makers considering an implementation of SAP CRM.
  • Customers, consultants, project managers and key users who need to get a comprehensive and integrative overview of the key capabilities and processes of the SAP CRM solution



  • None


  • Basic Knowledge of CRM processes in general
  • Knowledge of SAP ERP, in particular in the Sales and Service environment

Course based on software release

  • SAP EHP 2 for SAP CRM 7.0
  • SAP EHP 6 for SAP ERP 6.0


  • Introduction to:
    • Fundamentals and architecture of SAP CRM
    • SAP CRM Marketing
    • SAP CRM Web Channel (E-Commerce)
    • SAP CRM Partner Channel Management
    • SAP CRM Sales
    • SAP CRM Interaction Center
    • SAP CRM Service
    • SAP CRM Field Applications
    • SAP CRM Analytics
    • Implementation & operation of SAP CRM


  • The course is structured using a case study of the functional and channel-oriented key areas and scenarios in SAP CRM.
  • The course includes demonstrations and exercises in the system.
  • This course is an introduction to SAP CRM, it does not explain how to set up (Customize) the scenarios that are shown.

Related Curricula