CRM stands for Customer Relationship Management. It is a process or methodology used to learn more about customers' needs and behaviors in order to develop stronger relationships with them. CRM is as a process that brings together lots of pieces of information about customers, sales, marketing effectiveness, responsiveness and market trends. CRM helps businesses use technology and human resources to gain insight into the behavior of customers and the value of those customers.
CRM manages all interactions and business with customers. This includes, but is not limited to, improving customer service. A good CRM program will allow a business to acquire customers, service the customer, increase the value of the customer to the company, retain good customers, and determine which customers can be retained or given a higher level of service. A good CRM program can improve customer service by facilitating communication in several ways.
SAP CRM comes under business mySAP Business Suit collection (SRM, CRM, SCM etc).
SAP CRM Training
Training in CRM can be taken from an good institute and also online courses are available.
SAP CRM Certification
SAP Certified Application Associate - CRM Foundation with SAP CRM 2005 : This is an associate level certification offered by SAP AG itself which tests your knowledge of the fundamentals of the 2005 release of the SAP Customer Relationship Management (SAP CRM) application.