Customer Relationship Management (SAP CRM) is a complete multi-channel suite supporting all customer-facing lines of business across marketing, sales, and service, as well as customer interaction channels such as the Interaction Center, the Internet, and mobile clients, which fully integrate back- and front-office interactions with clients.
SAP CRM Marketing supports critical marketing processes, including:
Analyze, plan, develop, implement, and measure all marketing activities, gain visibility and control into your marketing processes.
Segment and list management
Create and capture customer profile data to better target and personalize marketing messages, and view all relevant enterprise customer information from a central point.
Execute marketing activities through all inbound and outbound interaction channels: direct mail,e-mail, phone, web, fax, and sms.
Trade promotion management
Automate trade settlements and redemption processes with integration to financials, close the loop on trade activities, and track plan and actual figures.
Leverage analytics, such as customer values, churn scores, and satisfaction scores, to make smart, profitable decisions and understand why marketing activities did or did not work.
Identify business challenges and opportunities -- and predict customer behaviors, anticipate their needs, and create more relevant, targeted messages.
SAP CRM Sales supports your key sales processes, including:
Sales planning and forecasting
Plan and forecast accurately across all sales channels, manage budgets and opportunities, and allocate resources efficiently.
Optimize your account coverage with clear territory definition, assignment, and scheduling, with complete visibility into team distribution.
Accounts and contacts management
Capture, monitor, store, and track all critical information about customers, prospects, and partners, and perform contact management, account planning, segmentation, relationship management, and interaction tracking.
Achieve complete visibility into all sales activities, collaboration, and team efficiency, with support for visit planning, account profiling, and bidirectional synchronization with leading groupware solutions.
Improve opportunity planning, team selling, influence modeling, opportunity hierarchies, and sales processes and selling methodologies.
Quotation and order management
Generate accurate quotes and configurations, place orders, confirm product availability in real time, and track order status.
Product configuration and pricing
Product configuration process, enforcing business rules to ensure that correct product combinations are recommended to customers and that pricing is tailored to each sales channel or customer.
Billing and contract management
Develop and manage long-term customer contracts, incorporate customer agreements into ongoing processes, monitor the sales process from inquiry to completion, and seamlessly integrate these activities with back-end financial and accounts receivable processes.
Manage value-based and quantity-based contracts, sales agreements, collaborative contract negotiation, release-order handling, cancellation processing, credit management, invoicing, and payment processing.
Incentive and commission management
Time and travel management
Monitor and respond to needs in real time, forecast accurately, remain below budget, optimize resource alignment, and position the team to achieve revenue goals.
SAP CRM Service supports the following key business processes:
Service order management
Process service quotations and service orders from initial receipt to billing and analysis.
Service contract management
Manage service contracts, automatically verify entitlement, manage service-level agreements, and alert agents when a customer's contract is about to expire.
Complaints and returns management
Manage the entire complaints and returns process, from recording complaints to analyzing and processing them and performing statistical evaluations.
In-house and depot repair
Automate the entire in-house and depot repair process, including creating the return materials authorization (RMA), billing and shipping repaired products to customers, and issuing and tracking loaner units as
Consolidate diverse information in a central repository and track and analyze the information.
Track customers' installed base of products and know what else is installed at the site, so you can predict the behavior of the products in that environment and provide fast, accurate service.
Manage the entire warranty and claims process, from RMA to receipt and inspection.
Coordinate with third-party logistics providers to ensure timely customer credits and avoid unnecessary goodwill allowances.
Enable customers to troubleshoot their product issues, create service requests, register products and warranties, and track orders.
Identify problems and trends and take corrective action if needed.
Compare the effectiveness of service territories and compare actual values with target values.
SAP CRM Interaction Center seamlessly coordinates all interaction center efforts, including call lists, agent scripts, promotions, and additional channels, and coordinate them with broader marketing activities to ensure a focus on qualified prospects. It provides agents with all the information they need to deliver relevant information to prospects.
SAP CRM provides a Web channel application that enables to turn the Internet into a profitable channel for businesses and consumers
- Run business-to-business (B2B) or business-to-consumer (B2C) selling processes on the Internet.
- Enable a full range of online selling processes, including quote and order management, pricing and contracts, interactive selling and configuration, web auctions, and selling via partners.
- Streamline sales and fulfillment operations with an end-to-end order-to-cash process.
Mobile Sales Field sales professionals can access mission critical information and processes from Laptops, tablet PCs, handhelds and smart phones. They can access up-to-date information to plan and forecast sales, rapidly analyze sales pipeline, and manage tasks and opportunities through the whole sales cycle.