crm material needed

Dear gurus ,

i'm new to sap.i want to learn sap crm.my qualification is mba mktg. could u plz guide me in the following...

i've 3 yrs exp of call center,

what are the various topics/aspects i have to cover....

1.where to start sap crm preparation( which topic)

2.how to proceed( preperation flow-topic wise)

3.can any one send me the crm material like 100,800....etc..