What You Will Learn
About Course
The SAP S/4HANA Customer Relationship Management (CRM) course provides a complete understanding of managing customer-centric business processes across sales, service, and marketing.
This course enables learners to design and execute end-to-end CRM workflows — from lead generation and opportunity management to order fulfillment and after-sales service. You’ll also learn how to optimize customer engagement, loyalty, and experience through SAP’s integrated CRM tools.
It’s ideal for sales executives, marketing professionals, business analysts, and SAP functional consultants aiming to build expertise in customer lifecycle management and analytics using SAP S/4HANA.
Course Curriculum
Introduction to SAP CRM and S/4HANA Overview
Understand the CRM landscape, SAP architecture, and how CRM fits into enterprise processes.
Master Data and Customer Lifecycle Management
Learn how to create and manage Business Partners, Customer Hierarchies, and Contact Persons.
Sales and Opportunity Management
Understand how to manage leads, opportunities, quotations, and customer orders efficiently.
Marketing and Campaign Management
Gain knowledge of campaign creation, segmentation, target groups, and performance analysis.
Service Management
Learn to configure service contracts, service requests, warranties, and complaint handling.
Interaction Center and Partner Channel Management
Understand contact center operations, service tickets, and partner relationship workflows.
Integration with Other Modules
Explore CRM’s integration with SD, FI, and MM for complete business transparency.
Reporting and Analytics
Use CRM analytical tools to track sales performance, service KPIs, and customer feedback.
Case Studies and Real-Time Scenarios
Implement practical scenarios such as lead-to-cash cycle, customer escalation handling, and service tracking.
Best Practices and Troubleshooting
Understand common CRM configuration challenges and learn optimization strategies.
Requirements
- •Suitable for sales, marketing, or service management professionals.
- •Ideal for learners looking to specialize in customer engagement and business analytics.
- •No prior SAP experience required; basic understanding of sales or marketing processes is helpful.
Material Includes
- •Step-by-step CRM configuration handbook
- •Real-time case studies and exercises
- •Practical assignments and scenario-based training
- •Recorded training sessions and Q&A support
- •Completion certificate