SAP
DELIGTH CUSTOMERS-EMPOWER TEAM-GROW BUSINESS
INTRODUCTION
The SAP CRM program offers immaculate functionality that supports sales, service and marketing processes. The application supports customer life cycle and therefore enables organizations to craft their strategies around the core objective of enhancing the customer experience and stimulating growth.
SAP CRM application has proven to boost Customer Relationships in more than 25 industries.
Usability of SAP CRM:
• Capitalize on customer insight
• Drive consumer demand with targeted- marketing messages,
• Identify and maintain high-value customers with customer loyalty programs •
• Streamline key business processes across customer touch points.•
• Adapt to changing the business and customer needs.•
• Improve front-line efficiency and effectiveness.•
• Reduce cost and increase your decision-making ability.•
• Align marketing resources to support organizational objectives.
• Understand the returns on your marketing spend.
• Accelerate-marketing processes with increased visibility and control
FEATURES AND ADVANTAGES
SAP CRM empowers the marketers to make intelligent decisions, by providing an insight into valuable business elements. The solutions help them to focus all their efforts on the customer to boost demand, increase retention of the customer better management of allocated resources.
SAP Sales On-Demand backs account and contact management, sales management, opportunity management, quotes, pipeline and forecasting, calendar and task management, integration to Microsoft Office applications.
SAP Marketing On-Demand comprise of Lead Management, Customer Segmentation, Campaign Management.
SAP Service On-Demand braces the customer support, help desk, escalation of calls, ticket management, distribution based of rules, routing of service tickets, service level monitoring and analytics on service.
MODULES
• Brightens User Experience : Magnifies CRM above usual process automation to a flexible, user-driven end-to-end business process execution platform that offers business users the ability to access what they want the way they need it•
• Pipeline Performance Management: Provides targeted, role-based interactive solution for sales representatives and sales management•
• Business Communications Management: Provides an all-IP software-based, end-to-end contact center solution, including queuing and routing capabilities, eliminating the need for costly communications hardware•
• Real-Time Offer Management: Makes real time recommendations; cross sell, up sell, retention, marketing messages or actions•
• Trade Promotion Management & Market Development Funds: Provides centralized management of all trade funds and capital related activities; budgeting, allocation, utilization, and expense•
• Service Parts Management: The solution backs the parts management, manages the inventory deployment and replenishment of part. It also ensures the placement of service parts, in order to reduce the service time and improve the effectiveness.
• Enterprise SOA: Provides modular, service-enabled processes.
MARKET REVIEW
While SAP claims to be the CRM software solution market leader, that affirmation is objected by Oracle and a bunch of analyst firms. SAP is aware that it must strengthen its CRM software solution in order to take on Oracle’s Siebel CRM solution.
SAP is not known for deployment of a single line of business applications such as CRM software, accounting software or distribution software. While SAP is an ERP global giant, its CRM claims and reputation are much more questionable. The company is using its back-office ERP weight to gain traction in the CRM (Customer Relationship Management) market.
SAP’s On-Demand CRM product line remains in its first version. The product has limitations, complex to use and is short of intelligent feature sets found in more sophisticated competitive CRM hosted solutions. The On-Demand product line is unsuccessful in providing an offline edition, wireless edition and many other valuable tools provided by other SaaS CRM competitors.
