SAP Customer Relationship Management (CRM) is SAP's solution that helps companies manage various aspects of their customer relationships, in areas including, but not limited to, marketing and sales and service.
| From the SAP Library |
|---|
| "It supports all customer-focused business areas, from marketing to sales and service, as well as customer interaction channels, such as the Interaction Center, the Internet, and mobile clients." |
| From the SAP Customer Relationship Management solution map |
|---|
| "SAP Customer Relationship Management provides the insight and analysis you need to anticipate customer needs and build lasting, profitable customer relationships. SAP CRM enables integrated industry-specific processes to support customer-facing departments in marketing, sales, and service. Plus, you get a 360-degree view across all customer touch points and interaction channels – including the Internet, interaction centers, and channel partners – as well as powerful analytics." |
The CRM application help section provides a complete description of the functional scope of SAP CRM, and highlights the relationship between the application, the underlying technologies, and the business scenarios. It it composed of several parts:
- Getting Started with SAP CRM
- Portal Roles
- Business Scenarios
- Components and Functions
- Analytics
- Data Exchange and Mobile Technologies
Planned ES bundles that will utilize SAP CRM
SAP Customer Relationship Management will be a system requirement for the following upcoming ES bundles (given here in their respective categories):
Channel Management
- Request for Registration Processing
E-Commerce
- Product Catalogue Processing with CRM
Marketing
- Campaign Management
- Lead Management
Sales
- Account and Contact Management
- Activity Management
- Customer Quote Management
- Interactive Selling
- Opportunity Management
- Order to Cash with CRM
- Product Master Data Management
- Rebate Management
- Sales Contract Management
- Sales Incentive and Commission Management
- Sales Order Issue Resolution
- Territory Management
Service
- Complaint Management
- Installed Base Management
- Service Contract Management
- Service Order Management
- Warranty Claim Management