CRM

SAP CRM is embedded in the business environment of the SAP Business Suite.

 

Features of SAP CRM

  • It is a part of SAP Business Suite to manage customer relationship.
  • It supports all customer-focused business areas such as marketing, sales and service.
  • It is implemented for different customer interaction channels, such as Interaction Centre, Internet, and mobile clients (hand-held devices like laptop, mobile, etc.).
  • CRM Analytics, a component of SAP CRM, enables your organization to gather all relevant information about various key factors such as a customer and analyze this knowledgebase to incorporate insights into operational processes and strategic decision-making

 

SAP CRM Marketing

  • SAP CRM has provided extensive marketing functionalities
  • It automates the marketing planning, campaign execution, & measurement of the marketing effort.
  • SAP CRM unites the following key functions related to marketing on a user-friendly and configurable interface:
    • Marketing Planning,
    • Campaign Management,
    • Lead Management,
    • E-Marketing,
    • Market Analytics,
    • Customer Segmentation.

 

SAP CRM Sales

  • SAP CRM is developed for handling customer contact anytime, anywhere.
  • The companies can choose one or more of these SAP CRM Sales implementation:
    • Telesales,
    • Enterprise Sales,
    • E-Selling and
    • Field Sales.
  • SAP CRM sales support the sales force of your business to be time efficient & effective in working.
  • It provides information which leads an insight into action, & maintains focus on productive activity.
  • Thus, SAP CRM Sales helps the sales force of your business to secure customers, and then to develop and maintain beneficial relationship with them.
  • SAP CRM also provides aspect of sales forecasting and analytics that helps your business to collect historical & predictive information.
  • It includes territory and account management which can be used to optimize & increase the effectiveness of your sales organization.
  • It also includes Opportunity and pipeline management processes which provide maximum visibility in to the potential sales, sales processes, & methodologies which can lead to standardization of the company-specific best practices.
  • It also provides seamless order to cash processes that enable your sales organization to manage the customer demands most effectively.
  • SAP CRM also provides aspect of sales forecasting and analytics that helps your business to collect historical & predictive information.
  • It includes territory and account management which can be used to optimize & increase the effectiveness of your sales organization.
  • It also includes Opportunity and pipeline management processes which provide maximum visibility in to the potential sales, sales processes, & methodologies which can lead to standardization of the company-specific best practices.
  • It also provides seamless order to cash processes that enable your sales organization to manage the customer demands most effectively.

Thus, SAP CRM Sales have a lot of features like dedicated interactions, seamless integration, insightful information, always accessible, and is user-friendly.

 

SAP CRM Service

  • All aspects related to the processing of the service order supported by SAP CRM service starts with responding to customer’s initial inquiry till the confirmation & billing of the service provided to the customer.
  • SAP CRM service also provides your organization with quotation creation & processing, creation of service order and assignment to field service representative.

 

SAP CRM Channels

SAP CRM provides implementations for different channels within your business such as Internet, telephony, field sales, and partners which leads to the optimization of your customer interactions. For all the different channels supported, SAP CRM provides your employee with an intuitive and user-friendly interface to carry out their daily work.

SAP CRM enables customers to implement different customer-specific requirements and industry-specific processes. For interaction with these implementations customers have different interaction channels offered by SAP CRM:

  • Back-office: This is Role based web access. For each relevant task in the service, sales and marketing it represents the single point of entry. All relevant systems are assigned to a Business Role which is assigned to employees. Thus, an employee can get all the relevant systems into a single UI.
  • Field Service or Offline-User: SAP CRM offers several field applications for field service representatives which they can access anywhere, anytime. These applications are developed for handheld devices.
  • Interaction Center: SAP CRM provides the customer care employees with an interface which is comprehensively integrated with different communication channels like phone and E-mails. Also, it includes various features with which the employee can use while in communication with the customer for making note or working on the transaction itself.
  • WebChannel Management: with this SAP CRM enables E-service, E-commerce, and E-marketing platform. These platforms are to provide personalized, reliable and convenient service to the target customers 24x7x365. This enables end customers to access & research data and with that as per requirement purchase services or products anytime, anywhere.
  • PCM – Partner Channel Management: This interface is provided to support collaboration with resellers, dealers, agents etc. It combines the Web Channel Management with regular CRM to provide a complete solution for partner management.