SAP CRM (Customer Relationship Management) Certified Course

Course Description:

The SAP CRM course is designed to equip learners with the knowledge and skills required to manage and enhance customer relationships effectively using SAP tools. This program covers the complete CRM lifecycle, including sales, marketing, and service management, enabling professionals to streamline business processes, improve customer satisfaction, and drive revenue growth. Through practical exercises and real-time project exposure, participants gain hands-on experience in configuring SAP CRM modules, analyzing customer data, and implementing strategies that foster long-term customer loyalty.

Key Features of Course Divine:

• Collaboration with E‑Cell IIT Tirupati
• 1:1 Online Mentorship Platform
• Credit-Based Certification
• Live Classes Led by Industry Experts
• Live, Real-World Projects
• 100% Placement Support
• Potential Interview Training
• Resume-Building Activities

Career Opportunities After SAP CRM (Customer Relationship Management) Certified Course:

• SAP CRM Consultant 
• Sales and Marketing Analyst 
• Customer Service Manager
• Business Analyst (CRM)
• CRM Project Manager 
• SAP Functional Consultant 
• CRM Data Analyst Pre-Sales Consultant 
• Customer Experience Specialist 
• CRM Trainer

Essential Skills you will Develop SAP CRM (Customer Relationship Management) Certified Course:

• CRM Configuration Skills 
• Customer Data Management 
• Sales and Marketing Process Optimization 
• Service Management 
• Business Process Mapping 
• Reporting and Analytics 
• Project Implementation Skills 
• Integration Skills 
• Problem-Solving & Decision Making 
• Communication & Client Handling

Tools Covered:

• SAP CRM Web UI 
• SAP NetWeaver 
• SAP CRM Sales Module 
• SAP CRM Marketing Module 
• SAP CRM Service Module
• SAP BI (Business Intelligence) 
• SAP Fiori Apps 
• SAP Cloud Platform 
• SAP Integration 
• MS Excel / Data

Syllabus:

Module 1: Introduction to SAP CRM Overview of Customer Relationship Management concepts. SAP CRM architecture and its components. CRM business processes and implementation benefits.

Module 2: SAP CRM Sales Management Lead and opportunity management. Sales order processing and quotations. Sales pipeline tracking and forecasting.

Module 3: SAP CRM Marketing Management Campaign planning and execution. Customer segmentation and targeting. Marketing analytics and performance tracking.

Module 4: SAP CRM Service Management Service request creation and tracking. Service orders, contracts, and complaints management. SLA monitoring and customer support optimization.

Module 5: Customer Interaction Center (CIC) Handling multi-channel interactions: phone, email, chat. Interaction recording and follow-up management. Improving customer engagement through CIC.

Module 6: SAP CRM Web UI & Fiori Applications Navigating SAP CRM Web UI and Fiori apps. Personalization and workflow management. User roles and access control configuration.

Module 7: Analytics and Reporting in SAP CRM Creating dashboards and reports for sales, marketing, and service. Key Performance Indicators (KPIs) and data analysis. Using SAP BI for CRM reporting and insights.

Module 8: Integration with Other SAP Modules Integration with SAP ERP, SD, MM, and Finance modules. Data synchronization and process automation. Real-time scenario handling across modules.

Module 9: Customization and Configuration Configuring business roles and workflows. Personalization of screens and fields. Setting up business rules and approval processes..

Module 10: SAP CRM Projects and Real-Time Scenarios Hands-on implementation projects. Industry case studies for sales, marketing, and service. Best practices for CRM deployment and optimization.

Industry Projects:

• Lead-to-Order Process Implementation
• Customer Segmentation & Campaign Management 
• Service Request Management 
• Loyalty Program Setup 
• Customer Interaction Center (CIC) Simulation
• Sales Performance Dashboard 
• Integration with SAP ERP/SD Module 
• Customer Feedback Analysis
• Quote and Order Management 
• Real-Time Business Scenarios

Who is this program for?

• Aspiring SAP Professionals 
• Sales, Marketing, and Customer Service Professionals 
• Business Analysts and Project Managers 
• IT Professionals and ERP Consultants 
• Students and Graduates 
• CRM Administrators and Support Staff 
• Entrepreneurs and Business Owners