CRM Overview and Master data

SAP Customer Relationship Management:

Provides the insight and analysis to anticipate customer needs and build lasting, profitable customer relationships.
Enables integrated industry-specific processes to support customer-facing departments in marketing, sales, and service.
Provides a 360 degree view across all customer touch-points and interaction channels, including the Internet, interaction centers, and channel partners, as well as powerful analytics.

    SAP Customer Relationship Management (SAP CRM) is a software solution for managing your customer relationships. It supports all customer-focused business areas, from marketing to sales and service, as well as customer interaction channels, such as the Interaction Center, the Internet, and mobile clients.



The main features of SAP CRM

Easy to use
Simplified, personalized user interface
Microsoft Office integration
Usage of Adobe Interactive Forms
Interactive analytics capability
End-to-End
End-to-End Business processes
360 degrees customer view
Adaptable
Through customization (this equals parameterization)
Through customer specific extension or modifications
Collaborative
Industry specific processes
Multi-channel (Online- and offline-component, Web, phone — including call center functionality)
Integration with SAP back-end (SAP ERP)




SAP CRM supports marketing

Involved components of SAP CRM Marketing

Customer Data
Segmentation
Campaign Management
Installed Base
Call Center Support
Workflow, Worklist, Activities, Calendar Functionality
Lead Management
Product Configuration