SAP Customer Relationship Management (SAP CRM)

SAP Customer Relationship Management (SAP CRM) includes features and functions to support core business processes in the following areas:
Marketing : Improve the effectiveness of your marketing activities, maximize resource efficiencies, and empower marketers to acquire and develop long-term customer relationships. SAP CRM provides comprehensive support for marketing resource management, segment and list management, campaign management, trade promotion management, lead management, and marketing analytics.
Sales : Eliminate productivity barriers, enforce consistency across all selling channels, and increase overall performance within your sales organization. SAP CRM empowers sales professionals with comprehensive support for sales planning and forecasting, territory management, account and contact management, lead and opportunity management, quotation and order management, configuration, contract management, incentive and commission management, time and travel management, and sales analytics.
Service : Transform service into a profitable line of business with a broad range of functionality to enable customer service and support, field service, e-service, service sales and marketing, service-contract management, warranty and claims management, depot repair, channel service, and service analytics.
E-Commerce : Turn the Internet into a profitable sales and interaction channel for both business customers and consumers. SAP CRM delivers broad functionality to enable business processes in the areas of e-marketing, e-selling, e-service, and e-analytics.
Interaction center operations and management : Enhance the performance of your interaction center with support for telemarketing, telesales, customer service, e-service, and interaction center analytics, as well as for the management of interaction centers.
Channel management : Optimize your indirect channels with support for partner management, channel marketing, channel sales, channel service, channel commerce, and partner and channel analytics. SAP CRM also supports several industry-specific processes with functionality designed to meet the individual needs of diverse industry groups.