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• Marketing – Analyze, plan, develop, and execute all marketing activities through all customer interaction points. This central marketing platform empowers marketers with complete business insights – enabling you to make intelligent business decisions and to drive end-to-end marketing processes.
• Sales – Maintain focus on productive activity to acquire, grow, and retain profitable relationships with functionality for sales planning and forecasting, territories, accounts, contacts, activities, opportunities, quotations, orders, product configuration, pricing, billing, and contracts.
• Service – Drive service revenue and profitability with support for service sales and marketing; service contract management; in-house and depot repair; warranty management; installed-base management; and resource planning. Call centers, field service, and e-service provide various flexible delivery options.
• Partner channel management – Attain a more profitable and loyal indirect channel by managing partner relationships and empowering channel partners. Improve processes for partner recruitment, partner management, communications, channel marketing, channel forecasting, collaborative selling, partner order management, channel service, and analytics for partners and channel managers.
• Interaction center – Maximize customer loyalty, reduce costs, and boost revenue by transforming your interaction center into a strategic delivery channel for marketing, sales, and service efforts across all contact channels. Activities such as telemarketing, telesales, customer service, HR and IT help desk, and interaction center management are supported.
• Web channel – Increase sales and reduce transaction costs by turning the Internet into a valuable sales, marketing, and service channel for businesses and consumers. Increase profitability and reach new markets with functionality for e-marketing, e-commerce, e-service, and Web channel analytics. Deploy these capabilities directly against the SAP ERP application or with SAP CRM as a fully integrated customer channel.
• Business communications management – Improve contact center and communication-dependent business process effectiveness and reduce costs through SAP Business Communications Management – an all-software, IP-based communications solution, natively integrated with SAP CRM. Whether customers contact your company by phone, e-mail, chat, text message, or fax, SAP Business Communications Management routes the contact to the right person with the right skills, whether the person is in the office or working remotely – all without the need for costly, cumbersome hardware-based communications systems, significantly reducing total cost of ownership.
• Real-time offer management – Advanced analytical real-time decision engine that lets you optimize any decision-making process on all customer interaction channels, enabling you to take the most appropriate next action to enhance customer relationships.

SAP CRM also supports several industry-specific processes with functionality designed to meet the individual needs of diverse industry groups, for example:

• Trade promotion management – Empowers account and trade managers to improve control and visibility of the entire trade promotion process. The end-to-end solution enables managers to accurately plan, maximize profitability and increase brand presence with trade activities.

Learn more about the new features in SAP CRM 2007.

Select Related Business Processes in Detail

SAP solutions and applications support a wide range of business processes related to the SAP Customer Relationship Management (SAP CRM) application. Learn more about a select number of these related business processes.