With the most comprehensive and flexible customer relationship management (CRM) offering on the market today, SAP is setting a new standard for the way companies interact with their customers and partners. Addressing the strategic needs for CRM in more than 25 industries, SAP is helping companies like yours make the most of relationships with customers by capitalizing on customer insight; improving front-line efficiency and effectiveness; streamlining critical business processes across and beyond customer touch points; and adapting quickly to changing business and customer needs.

CRM Without Compromise: Simple, Flexible, Comprehensive

SAP’s unique approach to CRM meets organizational needs for rapid adoption and user productivity; quick time to value; and seamless, best-practice operations across both the front and back office. Avoiding typical trade-offs, SAP’s “CRM Without Compromise” combines the speed, flexibility and depth organizations need to be successful in today’s marketplace and in the future.

• Enable your organization to become truly customer-centric, with the most comprehensive support for end-to-end processes and the most powerful front-office capabilities for all interaction channels across marketing, sales and service.
• Act immediately and grow strategically as your business needs evolve. You can start fast with easy-to-use, on-demand solutions and then move to an industry-specific, strategic CRM on-premise deployment without the disruption of switching technologies or vendors.
• Empower your employees to best serve the customer and drive user adoption with a simple, intuitive Web-based interface, specifically designed for business users.

Managing Today’s Business Challenges

In today’s market it is increasingly difficult to base your company’s success on operational efficiency alone. To successfully protect and grow your business, you need to invest in customer relationships and seek new ways to improve upon your ability to win and keep your most valuable customers. Gaining customer insight and implementing customer-centric business strategies to increase customer loyalty and customer satisfaction are imperative to secure sustainable growth. Well-designed sales channels and service processes become important sources of differentiation, especially if they are connected to other critical business functions in your organization. Successful companies continuously design and improve entire business processes across and beyond customer touch points to create and deliver superior customer value, providing a consistent and exceptional customer experience across all customer interaction channels.

End-To-End Business Value – Out of the Box

The SAP tradition of leadership in business software continues with a new generation of CRM applications, providing your company with unprecedented capabilities and increasing your bottom line by improving your customer relationships. With preconfigured support for 280 business processes, SAP CRM helps your company manage all customer-related business processes throughout your enterprise and across your entire value chain – from initial customer contact through shipping and payment.

In conjunction with the SAP Business Suite, SAP CRM enables business process integration that is unrivaled in the industry:

• Get a complete picture of your customer with real-time access to order, return and payment history, profitability analysis and credit information, and turn this insight into frontline action to better identify sales opportunities, reduce business risks, tailor product offerings, target marketing messages and optimize service levels.
• Synchronize your supply and demand chain, online transactions and fulfillment, service requests and spare parts logistics, promotion planning and inventory management, customer insight and product innovation as well as sales forecasting and financial planning with unique out-of-the box integration.

Seamless integration of data and processes is key to operational excellence. But this cannot be achieved if it is not delivered out of the box. Companies have tried and were forced to realize that they fell far short of their goals – after lengthy and costly integration projects.

Marketing

Align marketing processes and drive customer demand using functionality to improve marketing resource management, segment and list management, campaign management, lead management, trade promotion management and marketing analytics.

Sales

Maintain focus on productive activities to acquire, grow and retain profitable relationships with functionality for sales planning and forecasting, and the management of territories, accounts, contacts, activities, opportunities, quotations, orders, product configuration, pricing, billing and contracts.

Service

Drive service revenue and profitability of your call center, field service organization and online self-services. Manage service orders, contracts, complaints and returns, in-house and depot repairs, warranties and resource planning more effectively and efficiently.

Interaction Center

Increase customer loyalty and drive revenue by transforming your interaction center into a strategic delivery channel for marketing, sales and service activities across multiple contact channels. Effectively manage your interaction center and improve performance while reducing the cost of operations.

Web Channel

Turn the Internet into a profitable sales and interaction channel for business customers and consumers. Use the Web to reach out to new customers, increase sales and improve customer convenience while taking advantage of the efficiency of the Web channel.

Partner Channel Management

Drive indirect revenue and boost channel performance by effectively managing, enabling and incenting your channel partners. Leverage channel insight and streamline critical business processes across your entire partner network to improve partner relationships and increase channel effectiveness while reducing channel support costs.

The Solution That Evolves With Your Business

Drawing on more than 30 years of experience, SAP has created a unique approach to CRM that lets you choose the right solution to meet your business needs – and that grows with your business as your needs evolve. Only SAP provides an on-demand option that can be transitioned seamlessly to a strategic, on-premise deployment without disruption to your daily business – because our on-demand solutions have the same user interface and share common functionality. With SAP CRM on-demand solutions, your organization can react immediately to changing market conditions with a fast-to-deploy, pay-as-you-go solution.

Regardless of what CRM solution you are currently using, you can easily adopt SAP CRM. Its modularity and flexibility allow you to implement additional solutions and enhancements incrementally. Whether you need organizationwide solutions that will grow along with your business, or simply want to standardize your current IT environment, this approach protects your existing IT investments and can result in considerable savings.

SAP® software for CRM is powered by SAP NetWeaver®, a platform that allows you to reduce IT complexity and obtain more business value from your IT investments by aligning IT with your business strategies. SAP NetWeaver provides the best way to integrate all systems running SAP or non-SAP software. As the foundation for enterprise serviceoriented architecture (enterprise SOA), SAP NetWeaver allows you to compose and enhance business solutions rapidly using enterprise services and turn your current IT landscape into a strategic environment that drives business change.

For Now and the Future

SAP CRM provides the comprehensive functionality you need to support all customer-facing lines of business across marketing, sales and service, and through all customer interaction channels. As an integral component of the SAP Business Suite, it also enables you to access critical back-end data (such as order, credit and profitability information) and take advantage of built-in business process integration.

SAP CRM on-demand solutions deliver a fast, Web-based platform that enables quick benefits and supports your evolving business needs.

The functionality that SAP CRM solutions provide today is only the beginning. SAP is committed to continual innovation and enhancement of its CRM offerings to ensure that they remain the ideal choices for organizations like yours that must drive new growth, maintain competitive agility and attain operational excellence.