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SAPCRM: Overview of the SAP CRM Solution


This course will prepare participants to:

  • 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


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  • 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
  • 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.

Course based on software release

  • SAP EHP 3 for SAP CRM 7.0
  • SAP EHP 7 for SAP ERP 6.0
Course Outline

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
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