More than ever, in today's challenging business environment, best-run companies are staying focused on their most valuable assets – their customers. Companies seek to retain their best customers and maximize the effectiveness of every customer interaction – whether it's sales, service, or marketing.

Unlike other CRM software, the SAP Customer Relationship Management (SAP CRM) application, part of the SAP Business Suite, not only helps you address your short-term imperatives – to reduce cost and increase your decision-making ability – but can also help your company achieve differentiated capabilities in order to compete effectively over the long term

SAP has helped best-run companies in more than 25 industries to achieve excellence in all aspects of customer relationship management. Learn more:

• Find out why Forrester considers SAP a leader in CRM. Read the report (PDF). Log-in required.
• Get a complete picture of SAP CRM capabilities. View the solution map.

Marketing Sales Service Contact Center E-Commerce

With SAP CRM, marketers gain the essential business insights needed to make intelligent decisions, sharpen their focus on customers to drive demand and increase customer retention, and better manage marketing resources to do more with less. Key SAP CRM marketing capabilities include: Marketing resource and brand management Campaign management Segmentation and list management Real-time offer management Loyalty management E-marketing Key Marketing Benefits of SAP Customer Relationship Management SAP CRM enables you to: Align marketing resources to support organizational objectives Understand the returns on your marketing spend Accelerate marketing processes with increased visibility and control Drive customer demand with targeted marketing messages Identify and retain high-value customers with customer loyalty programs Establish a standard, streamlined marketing process with a central marketing platform Learn More About SAP CRM Software Solutions Get a complete view of marketing capabilities with the SAP CRM solution map and solution overview (PDF). Discover how to improve your ROI with SAP Education. With SAP CRM, you transform your direct and indirect sales force into a team of knowledgeable and trusted advisors – fostering efficient collaboration between sales, marketing, and service teams to align efforts on fulfilling customer needs. Key SAP CRM sales capabilities include: Sales E-commerce Interaction center Partner channel management Real-time offer management Key Sales Benefits of SAP Customer Relationship Management SAP CRM enables you to: Maximize profitable revenue growth Focus sales resources on productive activity Optimize the value delivered with every customer interaction Streamline end-to-end enterprise sales processes across channels Increase loyalty with consistent, personalized customer experiences across all touch points Learn More About SAP CRM Software Solutions Get a complete view of sales capabilities with the SAP CRM solution map and solution overview (PDF). Find out about capabilities for sales performance management (PDF). Log-in required. Discover how to improve your ROI with SAP Education. With SAP CRM, you can reduce your service costs while enhancing customer satisfaction by streamlining your service operations and delivering exceptional customer service. Key SAP CRM service capabilities include: Service Interaction center Business communication management Real-time offer management Partner channel management E-service Key Service Benefits of SAP Customer Relationship Management SAP CRM enables you to: Improve first-contact resolution with on-the-spot information and resources needed to resolve issues Increase customer retention by providing service employees with the information and tools they need to prevent churn Boost field utilization through optimized resources and easy access to information Drive revenues by offering relevant services and products based on customer insights Reduce returns by enabling customers to solve their problems and by proactively resolving known product defects Provide a consistent user experience across all interaction channels, including voice, text messaging, Web contacts, and e-mail Learn More About SAP CRM Software Solutions Get a complete view of service capabilities with the SAP CRM solution map and solution overview (PDF). Find out how to differentiate your company through service excellence (PDF). Log-in required. Discover how to improve your ROI with SAP Education. With SAP CRM, you can maximize customer loyalty, reduce costs, and boost revenue by transforming your contact center into a strategic delivery channel for marketing, sales, and service efforts across all contact channels. Key SAP CRM features and functions that enable contact center capabilities include: Interaction center Business communications management Marketing Sales Service Real-time offer management Key Contact Center Benefits of SAP Customer Relationship Management SAP CRM enables you to: Increase sales and extend market reach by making more relevant offers Drive customer loyalty and demand through targeted, personalized telemarketing campaigns Improve customer service by resolving customer issues during the first call Provide a consistent customer experience across all contact channels Gain insight into, analyze, and act on contact center operations and trends Learn More About SAP CRM Software Solutions Get a complete view of Interaction Center capabilities with the SAP CRM solution map and solution overview (PDF). Discover how to improve your ROI with SAP Education. With SAP CRM, you can turn the Internet into a profitable sales and interaction channel while providing consumers and business customers with a personalized online experience and convenient self-services. Key SAP CRM Web channel capabilities include: E-marketing E-commerce E-service Web channel analytics Key Web Channel Benefits of SAP Customer Relationship Management SAP CRM enables you to: Increase sales and extend market reach by making more relevant offers Drive customer loyalty and demand through targeted, personalized e-marketing campaigns Improve customer convenience and control with powerful, intuitive self-services Reduce the cost of sales and support by delivering consistent and accurate product, pricing, and customer information across all customer touch points Make reliable commitments using a streamlined, end-to-end order-to-cash process Gain insight into, analyze, and act on e-business trends to increase competitiveness Learn More About SAP CRM Software Solutions Get a complete view of Web channel capabilities with the SAP CRM solution map and solution overview (PDF). Discover how to improve your ROI with SAP Education.