SAP Customer Relationship Management (SAP CRM) solutions are helping companies around the world anticipate customer needs and build lasting, profitable customer relationships.

For more details about the benefits and capabilities of SAP CRM, check out the following information:

Overview

• "SAP Customer Relationship Management" (PDF, 4 MB) – Discover how SAP CRM automates customer-centric business processes across and beyond enterprisewide operations – delivering comprehensive functionality and support of end-to-end processes that address the unique business demands of more than 25 industries.

Solution Briefs

• "Getting the Most from Your Interaction Center" (PDF, 2.4 MB) – Learn how to make your interaction center a strategic, delivery channel for maximizing customer loyalty, reducing costs, and driving revenue with the only fully integrated customer relationship management application – SAP CRM. SAP CRM enables you to respond to inquiries cost effectively and proactively reach out to customers.
• "Manage Business Communications for Stronger Marketing, Sales and Service" (PDF, 141 KB) – See how to connect with a whole new strategy for managing inbound and outbound contacts with customers and partners – by bringing together communications technologies and business systems. Find out how to create communication-enabled business processes that enhance marketing, sales, and service. Log-in required.
• "Marketing: Powering Marketing Success" (PDF, 165 KB) – Discover how the SAP Customer Relationship Management (SAP CRM) application can help marketing organizations make a greater contribution to corporate revenue with fewer marketing resources, acquire and retain more profitable customers, and maximize organizational efficiency for greater marketing success.
• "Partner Channel Management" (PDF, 3.5 MB) – Discover how the SAP Customer Relationship Management (SAP CRM) application can help you leverage your partner relationships and empower channel partners so they can better market to, sell to, and provide service to your end customers.
• "Real-Time Offer Management for Intelligent Interactions" (PDF, 150 KB) – Discover how SAP Real-Time Offer Management software can help you optimize your decision-making processes, such as for cross-sell and up-sell offers, for inbound customer interaction channels. Bring intelligence into every customer interaction and offer, to build profitable customer relationships. Log-in required.
• "Sales: Maximize Profitability, Improve Performance, and Deliver Customer Value" (PDF, 194 KB) – Learn why your sales team's success depends upon its ability to acquire and grow profitable customer relationships and how the SAP Customer Relationship Management (SAP CRM) application can help by empowering it with the tools and information necessary to plan and analyze sales execution throughout the entire sales cycle.
• "Service: Maximize Service Profitability" (PDF, 1.4 MB) – Learn why the quality of your service is the key driver of customer loyalty – often more important than your products or prices – and why ensuring that customers receive high-quality service should be a top priority. With the SAP CRM application, you get a complete service solution focused on driving customer loyalty.
• "Trade Promotion Management: Boost Brand Presence and Profitability with SAP Trade Promotion Management" (PDF, 1 MB) – Stay on track with SAP Trade Promotion Management and gain visibility into trade promotion processes while enhancing your ability to manage all trade activities, so you can improve the effectiveness of promotions, boost brand presence, optimize spending, and build profits.
• "Web Channel Enablement" (PDF, 1.5 MB) – Consider how to face increased competition, limited markets, and customer demands with a solid e-commerce strategy. Now is the time to increase your sales and reduce your transaction costs with the e-commerce capabilities offered in the SAP Customer Relationship Management (SAP CRM) application.

Industry Solution Briefs

• "SAP for Automotive – Automotive Revs Into High Gear" (PDF, 157 KB) – Explore how automotive companies can deploy SAP CRM to become more efficient, effective, and profitable. SAP CRM can help companies improve the entire interaction chain by delivering new efficiency to all aspects of customer interactions.
• "SAP for Automotive – Customer Relationship Management in the Automotive Industry" (PDF, 87 KB) – Learn how SAP CRM helps increase revenues by enabling firms to manage communications across all sales and marketing channels, collaborate with dealers, interact with customers, and grow brand equity and customer loyalty.
• "SAP for Banking – Customer-Oriented Banking and Account Origination" (PDF, 315 KB) – Learn how the SAP for Banking solution portfolio helps banks attract, support, and retain customers, distinguish the most valuable customers, and deliver personalized products and service – while reducing costs and increasing revenue.
• "SAP for Chemicals – SAP CRM" (PDF, 88 KB) – Read how chemical companies implement SAP CRM to know their customers better, foster innovation and responsiveness, adopt industry best practices, boost revenue growth, and raise profitability. They go beyond commodity products, and differentiate with superior service.
• "SAP for Consumer Products – Integrated Sales and Marketing" (PDF, 154 KB) – Consider how your company can integrate sales and marketing using the SAP CRM application. Integrated sales and marketing connect processes in demand creation, innovation, and manufacturing – providing a comprehensive view of your customers.
• "SAP for High Tech – SAP Channel Management for Semiconductors Packaged Solution" (PDF, 151 KB) – Learn about the packaged solution that helps midsize semiconductor and component manufacturers maximize return on sales channels by increasing revenue, motivating sales representatives and partners, and minimizing costs.
• "SAP for IM&C – Aftermarket Sales and Service for Industrial Machinery and Components" (PDF, 160 KB) – Find out how you can realize significant profits through automation, integration, and comprehensive functionality offered by SAP for IM&C solutions.
• "SAP for Life Sciences – Boost Pharmaceutical Sales with SAP Customer Relationship Management" (PDF, 300 KB) – Explore how SAP CRM delivers a strategic platform to help drive growth and boost sales by enabling you to adapt to market changes, comply with regulations, and target your most valuable customers.
• "SAP for Life Sciences – Total Contract Management" (PDF, 97 KB) – Read how SAP for Life Sciences contains a complete solution for contract management by helping to control excessive payments and streamline contract management processes – enhancing group and customer relationships, increasing ROI, and lowering TCO.
• "SAP for Media – Marketing for Media with SAP Customer Relationship Management" (PDF, 153 KB) – Consider how SAP CRM offers publishers powerful capabilities that combines extensive customer views and complete marketing functions with industry-specific applications for advertisement and circulation management.
• "SAP for Postal Services – Customer Relationship Management for Postal Service Enterprises" (PDF, 174 KB) – See how postal services are responding to privatization, deregulation, and the explosion of communications technologies by transforming into adaptive high-tech enterprises offering mail, logistics, and financial services – with SAP CRM.
• "SAP for Professional Service Providers – SAP CRM" (PDF, 103 KB) – Learn how to sharpen the focus on sales and marketing to stay competitive. Use SAP CRM to provide quality service that delights clients and locks out competitors – and helps you make every interaction with clients, associates, and partners count.
• "SAP for Public Sector – SAP CRM" (PDF, 160 KB) – See how far-sighted public sector organizations use SAP CRM to offer responsive service to the citizens they serve – providing complete front- to back-office coverage of services provided through the Internet, call centers, e-mail, fax, and face-to-face meetings.
• "SAP for Public Sector – Case Management" (PDF, 152 KB) – Consider how SAP's comprehensive case management solution seamlessly links information and processes so that public sector organizations can track, manage, and securely share case-related information – more efficiently, productively, and cost effectively.
• "SAP for Retail – Customer Relationship Management with SAP for Retail" (PDF, 149 KB) – Discover how to satisfy customers who demand quick service, low prices, and access to products on various sales channels – stores, phones, online, handhelds – with SAP CRM and support for multichannel management.
• "SAP for Retail – Intelligent Workforce Management" (PDF, 98 KB) – Learn how to pamper customers with exceptional service, and stay ahead in the competitive retail industry. Implement SAP CRM to make every customer interaction a positive one – while managing the entire customer life cycle and controlling costs.
• "SAP for Utilities – SAP CRM" (PDF, 64 KB) – Manage interactions with utility customers, suppliers, and business partners with SAP CRM – an integrated application that can fully employ every opportunity to improve service by using data from billing and consumption to support accurate segmentation strategies.

White Papers

• "Integrated Service Life-Cycle Management" (PDF, 681 KB) – Learn how comprehensive service life-cycle management can help maximize existing service profits and create new sources of revenue. Discover functionalities in SAP CRM that enable businesses to deploy, measure, and analyze business practices for service delivery. Log-in required.
• "SAP for Consumer Products – SAP Trade Promotion Management" (PDF, 280 KB) – Read how consumer product firms use this SAP application set to manage trade promotions by supporting strategic and tactical marketing; total sales volume planning; and implementation, validation, and analysis of sales promotion tactics. Log-in required.
• "Supply Chain and Demand Chain Integration: The Pathway to Profit and Competitive Advantage" (PDF, 330 KB) – Explore how enterprises face the challenge of integrating supplier- and customer-facing activities – and how SAP shares and supports a visionary strategy for integrating CRM and SCM processes. Log-in required.
• "The Challenge to Achieve Perfect Order Management" (PDF, 246 KB) – Explore how to improve order management. With SAP CRM, you can cost-effectively streamline planning, forecasting, and collaboration – and create accurate orders and contracts, handle order changes, and resolve fulfillment issues. Log-in required.