SAP CRM | Learn and Master SAP ABAP - Software Development PDF Download

Introduction

SAP Customer Relationship Management (CRM) is a module in the SAP software suite that provides businesses with a comprehensive solution to manage customer interactions and data throughout the customer lifecycle. The CRM module integrates with other SAP modules, such as SAP ERP (Enterprise Resource Planning) and SAP SCM (Supply Chain Management), to provide a seamless and integrated view of customer information. The SAP CRM module consists of several sub-modules that are designed to support specific business processes, including marketing, sales, customer service, and analytics.

Sub-modules of SAP CRM

• Marketing: The marketing sub-module of SAP CRM provides businesses with powerful tools for customer segmentation, campaign management, lead management, and event management. With the segmentation tools, businesses can identify customer segments based on their characteristics, such as demographics, buying behaviour, and product preferences. This allows organizations to create targeted and personalized marketing campaigns that are more effective in reaching their desired audience. Campaign management is another important aspect of the marketing sub-module. With this feature, businesses can create, execute, and track marketing campaigns across multiple channels, including email, direct mail, and online advertising.
• Sales: The sales sub-module of SAP CRM provides businesses with tools to manage the sales process, including opportunity management, account management, and territory management. Opportunity management helps sales teams identify and prioritize sales opportunities, while account management provides a centralized repository for managing customer information and history. The territory management feature allows businesses to manage and allocate sales territories, which helps ensure that the right sales representatives are assigned to the right customers.
• Service: The service sub-module of SAP CRM is designed to help businesses manage customer service requests, contracts, and warranties. This sub-module provides a centralized repository for managing customer service requests and incidents, as well as a set of tools for tracking and resolving customer issues. The contracts management feature provides businesses with a centralized repository for managing customer contracts, as well as a set of tools for tracking and managing customer warranties.
• Interaction Centre: The interaction center sub-module of SAP CRM provides a web-based interface for customer service representatives to handle customer interactions through multiple channels, including phone, email, and web chat. This sub-module provides a centralized repository for managing customer interactions, as well as a set of tools for routing and prioritizing customer interactions. The interaction center also provides customer service representatives with access to customer information and history, which helps them resolve customer issues more effectively.
• Analytics: The analytics sub-module of SAP CRM provides businesses with powerful tools for reporting and analysis of customer data, including real-time dashboards and key performance indicators. With the analytics sub-module, businesses can track and monitor customer behaviour, as well as measure the effectiveness of their marketing, sales, and customer service efforts. The real-time dashboards provide businesses with a clear and concise view of customer data, while the key performance indicators help businesses track the success of their customer relationship management efforts.
• E-commerce: The e-commerce sub-module of SAP CRM provides businesses with an online platform for customers to purchase products and services. This sub-module provides businesses with a centralized repository for managing customer orders, as well as a set of tools for processing and tracking customer payments.
• Partner Channel Management: Tools for managing indirect sales channels, such as resellers and distributors.