I. Introduction to SAP CRM Customer Relationship Management

A. Understanding Customer Relationship Management (CRM)

1. CRM fundamentals
2. Benefits and importance of CRM

B. Overview of SAP CRM

1. SAP CRM modules and components
2. Role of SAP CRM in business processes
3. Key features and capabilities

II. SAP CRM Architecture and System Landscape

A. SAP CRM System Architecture

1. CRM Application Server
2. Database Server
3. SAP CRM Middleware

B. SAP CRM System Landscape

1. CRM Server
2. Interaction Center (IC)
3. CRM Web UI
4. Mobile CRM
5. SAP CRM Integration with Other Systems

III. SAP CRM Master Data

A. Customer Master Data

1. Account Management
2. Contact Management

B. Product Master Data

1. Product Categories
2. Product Attributes

C. Organizational Model

1. Organizational Units
2. Organizational Relationships

IV. SAP CRM Marketing

1. Marketing Planning and Campaign Management
2. Lead Management and Opportunity Management
3. Segmentation and Target Groups
4. Marketing Analytics and Reporting

V. SAP CRM Sales

1. Account and Contact Management
2. Opportunity Management and Sales Pipeline
3. Quotation and Order Management
4. Sales Analytics and Reporting

VI. SAP CRM Service

1. Service Request Management
2. Service Contracts and Agreements
3. Service Order Management
4. Service Analytics and Reporting
5. Knowledge Base and Self-Service Portals

VII. Interaction Center and Customer Interaction

1. Interaction Center Overview
2. Multichannel Communication
3. Case Management
4. Real-time Customer Interaction

VIII. SAP CRM Analytics and Reporting

1. Business Analytics in SAP CRM
2. Reporting Tools and Dashboards
3. Custom Reports and Analytics

IX. Integration with Other SAP Modules

A. SAP ERP Integration

B. SAP S/4HANA Integration

C. SAP BI/BW Integration

D. SAP Ariba Integration

X. SAP CRM User and Role Management

A. User Roles and Authorizations

B. Role-Based Work Centers

C. Security and Data Access Control

XI. SAP CRM Customization and Configuration

A. CRM Customizing Workbench

B. Customizing Business Objects

C. Workflow and Business Rules

D. UI Configuration

XII. SAP CRM Mobility and Offline Access

A. Mobile CRM Applications

B. Offline Data Synchronization

XIII. SAP CRM Best Practices and Optimization

A. CRM Implementation Best Practices

B. Performance Optimization

C. Troubleshooting and Issue Resolution

XIV. Case Studies and Hands-on Exercises

A. Real-world CRM scenarios

B. Hands-on configuration and usage

C. Problem-solving exercises

XV. Q&A and Knowledge Assessment

A. Review of key concepts

B. Open discussion and questions

C. Knowledge assessment test

XVI. Conclusion and Next Steps

A. Summary of key takeaways

B. Further learning resources and certification options

C. Feedback and evaluation

This training on SAP CRM Customer Relationship Management outline provides a comprehensive overview of SAP CRM, covering key components, functionalities, integration points, customization, and best practices. It also includes practical exercises, case studies, and assessments to ensure participants gain the knowledge and skills necessary to effectively use SAP CRM for managing customer relationships and improving business processes.