SAP Customer Relationship Management

Develop lasting customer relationships with our core on-premise CRM software

Understand, engage, and delight customers across every channel – with on-premise customer relationship management (CRM) software from SAP. This secure and feature-rich deployment option supports all your sales, service, and marketing activities. It can help you build customer loyalty, win more deals, and provide customers with the assistance they need, when they need it.

Why SAP CRM?

Because it puts customers at the heart of your business. The on-premise software provides employees with rich customer insights and seamless CRM processes – so they can deliver consistent and personalized customer experiences across all touchpoints. With SAP CRM, you can:

Sell more through digital channels using the industry’s top-ranked commerce platform
Engage customers anytime, anywhere, and on any device from a single end-to-end platform
Stay a step ahead of demand by using SAP HANA to analyze data in real time
Get your sales team up to speed – without slowing down – using a simple UI that meets their needs
Deliver exceptional customer service by giving field workers remote, real-time access to data
Leverage best-in-class solutions based on global expertise in 25 industries

What is CRM?

CRM stands for Customer Relationship Management – and refers to the way businesses interact with current and future customers. Tracking customer interactions can be challenging – especially if you have more than a few names in your Rolodex. That’s where Customer Relationship Management (CRM) comes in. A CRM system centralizes and stores massive volumes of customer and prospect data – from contact information to interaction history and even social media activity – and makes it available in real time. You can analyze this data, and leverage it to dramatically improve your sales, marketing, and customer service activities.

Learn what CRM means for your business

Learn how our on-premise CRM software can simplify the lives of business users and IT staff:

Functional Capabilities

SAP CRM helps business users manage marketing, sales, and customer service processes with insight and agility.

Sales capabilities
Support the entire sales lifecycle – from planning and forecasting to sales performance management. They can empower your sales people across all selling channels – anytime, anywhere, on any device.

Learn more about sales capabilities

Marketing capabilities
Provide marketers with a single, unified platform for managing all of their marketing activities – including brand management, segment and list management, and campaign management.

Learn more about marketing capabilities

Service capabilities
Empower employees to deliver effortless omnichannel customer service. They also provide business process support for service sales and marketing, service contracts and agreements, and installations and maintenance.

Learn more about service capabilities

Customer interaction capabilities
Equip customer service agents and managers with real-time analytics and tools – so they can deliver fast and accurate service, support marketing activities, and drive sales.

Learn more about customer interaction

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Technical Capabilities

SAP CRM makes it easy for IT to deliver a consistent, reliable, and optimal user experience. The application is robust and simple to integrate, extend, and deploy.

Object-based and object-oriented programming
SAP CRM is primarily an object-based ABAP-type application that most IT professionals are already familiar with – reducing the need for training.
Single client per instance
It’s easy to connect SAP CRM with SAP ERP. In an SAP CRM landscape that has one SAP ERP backend, a single client is needed to connect them.
Data model
SAP CRM has a unique, segment-based data model that reduces table size and complexity – enabling quicker system responses and easier data management.
Web client UI framework
Take advantage of a dynamic user interface that can be accessed via a browser and configured and personalized to meet the needs of even the most demanding user.
Mobile access to client data
Mobile functionality makes it easy for business users to access marketing, sales, and service capabilities on a variety of devices – even in an offline environment.

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Need additional help? Explore SAP Digital Business Services

SAP CRM system requirements

System and software requirements vary according to specific customer scenarios – please refer to the SAP CRM Sizing Guide for details. Also, please see the SAP CRM Product Availability Matrix for the latest information on updates and releases.

System Requirements	Details
Databases	DB2 for Z/OS, DB2 LUW, DB2 LUW 64-BIT, DB2/400, MAXDB, MAXDB 64-bit, Microsoft SQL Server IA64, SQL Server X86_64, SQL Server X86_64, Oracle 32-bit, Oracle 64-bit
Operating Systems	AIX 64, HP-UX ON IA64, HP-UX ON PARISC, Linux for ZSERIES, Linux on IA64, Linux on POWER, Linux on X86 32-BIT, Linux on X86_64, OS/400, Solaris for X64, Solaris/SPARC 64, Windows for IA64, Windows for X86_64, Z/OS
Web Browsers	Apple Safari, Firefox, Microsoft Internet Explorer, Google Chrome
Java Platform, Standard Edition	HP JSE, IBM JSE, Oracle (Sun) JSE, SAP JVM
Java 2, Enterprise Edition	SAP J2EE Engine , J2EE Engine ServerCore
Web Servers	Apache Server, Microsoft Internet Information Server

SAP CRM Product Availability Matrix*

SAP CRM Sizing Guide*

Explore licensing and purchasing options for SAP CRM

The modular structure of SAP CRM allows you to license and pay for only the functionality and number of users that you require at any given time. Start with the packages and licenses your organization needs right now and add more users and functionality as your needs evolve. This product is deployed on-premise and requires a perpetual license.

SAP CRM contains the following functionality, which can be licensed separately:

Marketing
Sales
Service
Interaction Center

Buy SAP software now and pay later — with our flexible payment plans and financing options

Consult Licensing SAP Software: A Guide for Buyers for general licensing information

Other delivery options

Our cloud and on-premise solutions can help you engage your customers like never before. In addition to SAP CRM, we offer:

Product extensions for SAP CRM

Want to extend the functionality of SAP CRM? Take advantage of these powerful product extensions:

End-to-end solutions

SAP provides comprehensive end-to-end solutions built on SAP CRM for the following departments:

Implementation

Ensure a successful on-premise implementation and maximize your ROI with information resources that support the different phases of SAP CRM – from planning to installation to operation.

- Plan
- Install
- Operate
- Train

Plan your SAP CRM installation

Refer to section 3.1 in Master Guide: SAP CRM 7.0, EHP4* for important information about installation, update, and upgrade planning.

Confirm that you have a license key

To request permanent license keys, you need authorization under myProfile.* To extend your authorization, please contact an SAP user administrator.*

Download the software

Ready to purchase SAP CRM? Visit the SAP Support Portal* to download the SAP CRM 7.0, EHP3 software installation package.

Need additional help with your implementation?
Contact SAP Digital Business Services or SAP Enterprise Support services

Find an SAP partner to help with your implementation

Complete the installation steps

Refer to the “Implementation of the Installation Process” section in Master Guide: SAP CRM 7.0, EHP4* for a step-by-step overview of the on-premise installation process, including the required tools and associated documentation.

See Installation Guide: SAP CRM 7.0, EHP4 for Java and ABAP* for application-specific steps required in the installation process.

Additional installations:

Install the CRM mobile client component

Read Installation Guide: CRM Mobile Client 7.01 (SP07)* to review the procedures for installing release 7.01 of the CRM mobile client component.

Install the CRM client groupware integration component

Download Installation Guide: CRM Client Groupware Integration 10.30* to learn how to install the CRM client groupware integration component.

Install the CRM groupware connector

See Installation Guide: Groupware Connector 7.0* to get step-by-step instructions for installing groupware connector components for Microsoft Exchange Server and IBM Lotus Domino Server.

Configure e-mail integration

Refer to Functional Guide: SAP CRM One-to-One E-mail Integration* for steps for configuring e-mail integration between your mail client and SAP CRM.

Need additional help with your implementation?
Contact SAP Digital Business Services or SAP Enterprise Support services

Find an SAP partner to help with your implementation

Refer to Application Operations Guide* for an introduction on how to manage, maintain, and run your SAP applications.

Enhance your knowledge of SAP CRM

View the SAP CRM Training and Certification Catalog of instructor-led courses and e-courses – and train when and where it’s convenient for you.

View the catalog

Stay up-to-date with our learning maps

Get role-specific learning maps with implementation and operation information on the latest SAP products and upgrades.

Learn more*

Need help planning your SAP education? Learn how our education consulting services can help

Upgrades

SAP has released Enhancement Package 4 for SAP CRM 7.0. Our information resources can help you plan and carry out a successful upgrade to the latest release – so you can take advantage of the new features and capabilities right away.

- Plan
- Upgrade

View the product road map

The product road map provides the recent innovations, as well as planned innovations and a summary of future direction for the CRM product.

Download the CRM road map*

Identify the upgrade paths

Download the Product Availability Matrix to review upgrade paths for SAP Customer Relationship Management.

Download the matrix now*

Plan your upgrade

The Master Guide contains important information about Enhancement Package 4 for SAP CRM 7.0 upgrade planning.

Read the guide*

Plan landscape changes

The Landscape Planner lets you visualize your existing system landscape, simulate changes, and analyze the potential impact.

Use the planner*

Identify dependencies

Rely on the Upgrade Dependency Analyzer to determine whether your upgrade has an impact on other systems in your landscape.

Access the analyzer

Size the implementation

Use the Web-based Quick Sizer tool to help you select an economically balanced SAP CRM system based on your requirements.

Open the Quick Sizer tool*

Complete the upgrade steps

Refer to the Master Guide: SAP CRM 7.0, EHP4 for a step-by-step overview of the upgrade process, including all required tools and documentation.

Read the guide*

Download SAP CRM 7.0, EHP3

Get technical release information*

Download installations and upgrades*

Download support packages and patches*

Upgrade Java and ABAP components

The Java and ABAP guides contain application-specific steps for the upgrade or update process, and must be used in parallel with these tool guides*.

Java guide* | ABAP guide*

Upgrade CRM mobile client

Consult our guide for instructions on how to upgrade to release 7.01 of the CRM mobile client component (optional).

Read the guide*

Ask the community

Visit the SAP CRM upgrade community for the latest news and updates. Ask questions, post comments, and discuss issues.

Join the community

Need additional help with your upgrade? Contact SAP Digital Business Services or SAP Enterprise Support services

Find an SAP partner to help with your upgrade

Support

Get the support you need to keep your SAP CRM on-premise software running at peak performance. Our experts can help you maximize the value of your software, take advantage of new business models and capabilities, and more.

Troubleshoot and Maintain

Find solutions to known issues and stay up to date with technical planning resources and software updates.

SAP Support Portal resources

SAP Help Portal documentation

Support tools from SAP

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Ask the Community

Search for answers, post your questions, and share your knowledge in the SAP CRM community.

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Contact Support

We're here to help. Get in touch with SAP Digital Business Services using one of these options:

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Support plans from SAP

Visit the SAP Support Portal

SAP Digital Business Services

Expert Community

Connect with your peers and experts from SAP to get the latest news and insights on on-premise CRM implementations, upgrades, innovations, and best practices.