SAP Customer Relation Management

The SAP Customer Relationship Management application helps you distinguish your organization as you grow by promoting collaboration with your customers and providing exceptional interactions and experiences across all customer touch points.

The SAP Customer Relationship Management (SAP CRM) application provides the necessary flexibility to quickly develop distinctive capabilities and deliver superior customer experiences. SAP CRM drives rapid user adoption and productivity and provides quick time to value while supporting your strategic CRM initiative. It also delivers best-in-class, front-office functionality and support for end-to-end, industry-specific processes. As your company evolves, your organization can ensure outstanding customer experiences and respond immediately to market requirements.

Drive Growth
Increase revenues by improving customer loyalty, boosting wallet share, speeding new products to market, and closing more sales. Launch new products faster. Deploy new channels to reach new customers, penetrate underserved segments, and enter new markets. Help your sales teams focus on strategic tasks as you increase win rates and convert more leads into sales

Maintain Operational Excellence
Improve efficiency and effectiveness by streamlining end-to-end business processes, enhancing service levels, and cutting costs and errors. Shorten cycle times, increase order accuracy, reduce the volume of customer calls, decrease billing disputes, and lower inventory costs with better order-to-cash processes. You can resolve issues faster and boost customer satisfaction with low-cost interaction channels such as Web-based self-service and online order management.

Enhance Competitive Agility
Respond faster to change, optimize customer experiences, and differentiate your company from competitors with innovation. Adapt your business processes quickly to respond to changing market conditions and customer demands. Launch new initiatives rapidly to speed time to market Align your channels with your customers’ interaction needs and preferences to ensure consistency and convenience across all customer touch points. With complete customer insight, you can drive innovation that differentiates your products and services.

Marketing – Align marketing processes and drive customer demand using functionality
to enhance management of marketing resources, segments and lists, campaigns, leads, trade promotions, and marketing analytics. Sales – Acquire, grow, and retain profitable relationships with functionality for sales planning and forecasting and the management of territories, accounts, contacts, activities, opportunities, quotations, orders, product configuration, pricing, billing, and contracts.

Service – Drive service revenue and profitability with support for service sales and marketing. More effectively manage service orders, contracts, complaints and returns, in-house and depot repairs, warranties, resource planning, e-service, and service analytics. Functionality to support call centers, field service, and e-service provides flexible delivery options.

Partner channel management – Attain a more profitable and loyal indirect channel by managing partner relationships and empowering channel partners. Improve processes for partner recruitment and management, communications, channel marketing and forecasting, collaborative selling, partner order management, channel service, and analytics for partners and channel managers.

Running an interaction center – Maximize customer loyalty, cut costs, and boost revenue by transforming your interaction center into a strategic delivery channel for marketing, sales, and service efforts across all touch points. Effectively handle activities such as telemarketing, telesales, customer service, human resources, IT support, and interaction center management.

Web channel enablement – Increase sales and reduce transaction costs by turning the Internet into a valuable sales, marketing, and service channel for businesses and consumers. Increase profitability and reach new markets with a fully integrated Web channel, including support for e-marketing, e-commerce, e-service, and Web channel analytics. Deploy these features directly with the SAP ERP application or with SAP CRM as a fully integrated customer channel.

Business communications management – Manage inbound and outbound contacts across multiple locations and channels. Integrate multi-channel communications with customer-facing business processes to provide customers and partners with seamless, consistent experiences across all channels, including voice, text messaging, the Web, and e-mail.

Real-time offer management – Turn all customer interactions into opportunities to build customer relationships and generate revenue. Plan, develop, and execute cross-selling, up-selling, and retention offers; service-level agreements; and more. Take appropriate subsequent actions to enhance customer relationships and ensure relevant and personalized customer interactions.

Trade promotion management – Boost your brand presence and profits with visibility into and control of all trade related processes. Increase accounting accuracy of trade and financial results with back-office integration. Gain key business insights to help you optimize trade activities. Increase your trade promotion success with analytics and enhanced management of trade funds, promotions, claims, and retail execution.

To learn more about how SAP can help your organization improve your CRM operations, call your SAPTree representative today.