CRM without compromise

In an environment where many companies have lost sight of the real meaning of CRM, it's critical to remember what CRM is about. It's about acquiring and retaining customers, improving customer loyalty, gaining customer insight, and implementing customer-focused strategies. A true customer-centric enterprise helps your company drive new growth, maintain competitive agility, and attain operational excellence.

That's why SAP has introduced "CRM without compromise." We've listened to the needs of our customers -- for rapid adoption and user productivity, quick time to value, and seamless, best-practice operations between front- and back-office. You can avoid CRM tradeoffs with applications that are:

• Simple -- Drive user uptake and effectiveness with an intuitive, Web-based user interface that's unified across our CRM solutions -- delivering deep CRM capabilities uniquely tailored for business users.
• Flexible -- Choose the right CRM solution for the right situation with flexible deployment models that include on-premise, on-demand, and hybrid.
• Comprehensive -- Provide an exceptional and consistent customer experience with front-office capabilities for all channels across marketing, sales, and service; embedded analytics; and end-to-end, industry-specific processes -- delivered on the proven SAP NetWeaver platform.

Customer Centric

mySAP CRM provides companies with customer-centric solutions they need to plan, build, and maintain profitable customer relationships.

mySAP CRM facilitates closed-loop customer interactions through all phases of the customer relationship life cycle, including the following:

• Customer Engagement
• Business Transaction
• Order Fulfillment
• Customer Service

In the customer engagement phase of the relationship life cycle, mySAP CRM supports the following key functional areas:

• Marketing Planning and Campaign Management - Enables complete marketing campaigns
• Telemarketing and Lead Generation - Facilitates customer segmentation, lead qualification, call list management, and monitoring of campaign
• Opportunity Management - Provides sales tracking and sales forecasting and plan sales approaches
• Sales Activity and Contact Management - Organizes daily workloads and customer contact information
• Customer Segmentation, Product & Service Profiling - Encompasses applications analysing customer behaviour and market potential for selective campaigns

In the business transaction phase of the relationship life cycle, mySAP CRM supports the following key functional areas:

• Order Acquisition - Enables planning, organizing and implementing of sales strategy; monitors sales pipeline, sales portfolio, and sales budget
• Internet Pricing and Configuration - Delivers online systems that allow users to configure and price products
• E-Selling - Provides solution for selling products and services via the Internet
• Telesales - Manages inbound and outbound calls
• Field Sales - Delivers key customer and prospect information to sales personnel at any place, at any time
• Profitability Analysis - Enables benchmarking of sales and marketing campaigns or customer programs through performance indicators of customer attraction and retention
• One Step Buying and Selling - Facilitates collaboration of customers, suppliers, and business partners spanning enterprise boundaries by linking buy-side and sell-side in one single step

In the order fulfilment phase of the relationship life cycle, mySAP CRM supports the following key functional areas:

• Complete Order Life-Cycle Process - Provides the ability to track and trace orders at all points along order management, manufacturing, distribution, and service processes
• Real-Time Availability Checks
• Contract, Billing, and Financials Management - Provides information about customer contracts, billing status, and accounts
• Fulfilment Visibility and Order Tracking

In the customer service phase of the relationship life cycle, mySAP CRM supports the following key functional areas:

• Interaction Centre - Provides inbound and outbound call processing, e-mail management, and activity management to track, monitor, and enhance all customer contact
• Internet Customer Self-Service
• Service Management - Meets varied demands of service management business
• Claims Management - Facilitates handling of entire claims process
• Field Service - Delivers and tracks customer and account information for field service personnel
• Dispatch - Enables rapid allocation of service engineers and material to incoming service request
• Integration of Marketplace Services - Provides access to a broad range of complementary hosted CRM applications and services

mySAP CRM enables companies to drive their customer-centric business across multiple channels and synchronize customer information from all customer touch points for a consistent 360-degree view of customer information.