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This document provide the basic understanding about SAP Customer Relationship Management (CRM) 4.0.

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SAP Customer Relationship Management with SAP CRM 4.0

Customer Relationship Management (CRM) is a comprehensive sales, service and marketing approach to building long-term customer relationships, improving business performance, and by doing so increasing revenues and profitability.

Traditional customer relationship management relied mostly on decentralized units and in some cases only individual employees had knowledge about the customer and the company’s interaction with the customer. History of contacts with a customer and customer issues remained restricted to few people within the company.

Today SAP CRM allows all interactions to be readily available to all persons who need access to information about a customer. Contact channels include the Internet, call centers, and personal contacts.

CRM will base corporate decision making on more reliable information and thus lead to improving service, solving problems faster, retaining customers, and improving relationships.

This document cover the following concepts,

What is customer relationship management?
CRM marketing
CRM marketing planning and campaign management
Tpm – trade promotion management
Campaign automation
CRM lead management
External list management
Business partner segmentation
System landscape for CRM marketing
CRM enterprise sales
Business transactions
Sales order exchange
Sales order management in CRM
Activity management in CRM
System landscape for enterprise sales and service
CRM enterprise service
Service order management
Complaint and return management
CRM customer interaction center
Inbound telesales
Telesales outbound
Customer service and support in interaction center
Complaint management in interaction center
Complaint management in interaction center (automotive)
System landscape for customer interaction center
CRM e-commerce
E-commerce – key capabilities
E-selling b2b: sales order management
E-selling b2c: sales order management
E-selling system landscape
Internet sales (r/3 edition)
System landscape for e-selling r/3 edition
CRM field applications
Field sales order management
Additional mobile client functions:
System landscape for CRM field applications
People-centric CRM
Enterprise portal
People centric user interface (pc-ui)
Pc-ui capabilities
Customizing the pc-ui
System landscape for pc-ui:
CRM channel management
CRM channel marketing
CRM channel sales
CRM channel service
CRM channel commerce
CRM partner management
System landscape for CRM channel management
Mobile engine scenarios
System landscape components overview
Performance analysis
Marketing
Customer interaction center
E-commerce
Field sales

SAP Customer Relationship Management with SAP CRM 4.0

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