The SAP CRM Real-Time Offer Management software is an advanced analytical real-time decision engine that enables you to optimise any decision-making process, such as for cross-sell and up-sell offers, retention, service-level adherence, and lifetime value boosting. The software takes into account all relevant information, including up-to-the-moment interaction information, to help you to take the most appropriate next action to enhance customer relationships on all customer interaction channels.

SAP CRM Real-Time Offer Management supports the following processes, including:

• Offer management
• Centrally create and manage offers across all interaction channels.
• Easily define offer targets, eligibility rules, and policies.
• Simulate and test offer effectiveness before putting it into production.
• Create and deploy offers without IT dependence.
• Real-time decision making
• Make intelligent real-time recommendations for cross sell, up sell, retention, and next-best actions.
• Take into account all relevant customer information, including session information and other factors such as agent skills and an offer's value, to make the optimal recommendations.
• Leverage advanced optimisation and arbitration real-time analytics accompanied with personalised decision support.
• Self-learning
• Automatically adapt offering prioritisation to shifting market trends, customer tastes, and seasonality effects.
• Learn from every customer interaction to anticipate future customer demands.
• Experiment and automatically learn from responses to recommend offers with highest likelihood of being accepted.
• Offer analytics
• Gain insights into offer effectiveness by understanding how and why offers are performing.
• Review your agents' effectiveness in promoting offers and their conversion rates.
• Gain a more thorough understanding of your customer segments by seeing their reactions to various offers.
• Leverage the insights to build more effective and targeted offers.

In addition, SAP solutions and applications support a wide range of business processes related to customer relationship management, including category management, multichannel retailing, price management, price optimisation, and sales order management.