SAP Business Suite

Customer Relationship Management – Innovations 2011 features

Advanced Returns Management

  • Manage complaints, returns, and repair processes more efficiently with our flexible, modular solution
  • Minimize operational costs and increase service-level compliance
  • Streamline support for all after-sales services in one application in a flexible user interface

Commodity Sales

  • Secure commodity contracts with commodity price definitions based on market quotes
  • Streamline the invoicing process by enabling automated provisional, differential, and final invoicing
  • Enhance core SAP ERP sales and distribution functionality


  • Improve data handling with a more intuitive user interface
  • Source and use large volumes of data from different sources to build marketing campaign target groups
  • Optimize total customer experience and retention to increase return on marketing investment

Online Data Provisioning and Dashboards

  • Optimize order-to-cash processes with real-time reporting
  • Get a comprehensive overview of relevant sales data with analytics, search scenarios, and dashboards

Lead to Cash (Sales)

  • Align available to promise (ATP) with campaign pricing
  • Streamline document flow activities for credit card transactions and billing plans
  • Make informed pricing decisions to enhance sales performance

Differentiation Through Service Excellence

  • Deliver consistent service across all channels including social media
  • Receive relevant, automatic suggestions to resolve customer issues
  • Leverage real-time, context-sensitive cross-sell and up-sell offers
  • Combine service with products to increase share-of-wallet and counter competitive deals

Multichannel Marketing (Business to Consumer/Business to Business)

  • Create winning online marketing experiences with Web 2.0 features
  • Incorporate enhanced payment methods such as PayPal or Quick Check Out to expedite purchases
  • Capture more share of wallet with personalized recommendations and better campaign management
  • Improve customer relations with e-service features such as guided flows and "My Support" pages


Sales rep with customer representing SAP business suite applications for customer relationship management
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