Customer Relationship Management – CRM

On-Demand CRM for Small and Medium Enterprises

Support the entire customer relationship management process, maximise revenue and deliver superior service with SAP Business ByDesign.

• Complete, fully integrated business management solution delivered on demand
• Large-scale solution functionality designed for small and midsize businesses
• Managed, monitored and maintained by SAP experts so you can focus on your business and not on IT

SAP Business ByDesign

CRM Marketing

Plan, execute and analyse your marketing programs – with support for everything from campaign management to loyalty marketing and analytics.

• Drive demand with timely, targeted marketing messages across all channels
• Identify and target high-value customers while building loyalty
• Get the most value from your marketing spend and resources

Demo: SAP CRM – Enabling Customer Loyalty Management

CRM Marketing

CRM Sales

Drive profitable revenue growth through focused sales execution – with support for everything from sales planning to sales analytics.

• Achieve sales goals with accurate customer and product targeting
• Streamline your sales processes across channels for greater efficiency
• Manage your accounts more easily with effective contact management

Customer Video: CRM Sales in Action Demo: SAP CRM Rapid Deployment for Sales Professionals

CRM Sales

On-Demand Sales

Work smarter, sell better and win more with our on-demand collaborative sales solution – designed for the way you sell today.

• Collaborate effectively with your team in the context of accounts and opportunities
• Harness the collective genius of your sales network to share winning tips
• Manage accounts more efficiently and be informed with less effort

Overview Video: Introducing SAP Sales OnDemand - Designed for Sales People and the Way They Sell Today Demo: SAP Sales OnDemand Quick Overview

SAP Sales OnDemand

CRM Service

Boost customer satisfaction and reduce service costs – with support for everything from warranty and claim management to field service.

• Resolve issues quickly with on-the-spot customer support
• Equip employees with the information and tools they need to retain profitable customers
• Provide a consistent, positive user experience across all service channels

Solution Brief: Solution: Reduce Cost While Maintaining Customer Satisfaction

CRM Customer Services

Interaction Centre

Use your interaction centre as a strategic delivery channel for marketing, sales and service – for lower costs and higher revenue.

• Get quick access to information to support customer interactions via phone, e-mail or chat
• Seamlessly handle inbound and outbound calls, thanks to integration with telephone systems
• Enhance collaboration with built-in communication-enabled business processes

Solution Brief: Getting the Most from Your Interaction Centre White Paper: Differentiation Through Service Excellence

CRM Interaction Centre

Business Communications Management

Deliver a great customer experience across contact channels using our IP platform – turning your service into a competitive advantage.

• Improve service with back-office experts and work-at-home agents
• Deliver stellar customer communications across all channels
• Replace outdated, proprietary hardware with an open IP contact centre solution

Solution Brief: Manage Business Communication White Paper: Creating Business Value with Communication-Enabled CRM Processes

Business Communications Management

Web Channel

Increase profitability and tap into new markets with e-marketing, e-commerce, e-service and Web channel analytics.

• Strengthen customer relationships by offering a personalised Web experience
• Take advantage of full integration and complete, trustworthy information
• Reduce transaction costs as well as customer service calls

Solution Brief: Web Channel Enablement

CRM Web Channel

Partner Channel Management

Help channel partners drive indirect revenue, expand market reach and increase channel productivity with centralised information.

• Motivate partners to market and sell your products and services
• Improve channel sales, marketing and service processes
• Analyse partner and channel performance to identify and close gaps

Partner Channel Management

Real-Time Offer Management

Make real-time recommendations for cross selling, up selling and retention – targeting the right offer to the right customer.

• Use real-time recommendations to enhance customer relationships
• Take up-to-the-minute transaction information into consideration when identifying offers
• Understand how and why offers are performing with advanced analytics

Real-Time Offer Management

Trade Promotion Management

Empower account and trade managers with end-to-end support and increased visibility into the entire trade promotion process.

• Fine-tune account planning with promotion simulation analysis
• Increase brand awareness and profitability with trade activities
• Understand total trade promotional spending, profitability and ROI

White Paper: Consumer Promotions – Enhancing Brand Equity and Profitable Growth

Trade Promotion Management

Rapid Deployment of SAP CRM

Realise your customer relationship management goals ahead of schedule with a combination of software and services that enable lightening-quick deployment.

• Get up and running quickly
• Benefit from a low cost of implementation and quick time to value
• Choose between on-premise, cloud or appliance delivery models

Brochure: SAP CRM Rapid-Deployment Solution

Rapid Deployment of SAP CRM