Sap crm overview - maxsoftsolutions

SAP CRM - OVERVIEW

Madhusudan Rao K

20-10-2013

The Basics Of CRM A brief introduction to Customer

Relationship Management

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CRM (Customer Relationship Management)are the concepts used by organizations tomanage their relationships with customers.

This includes- Capturing Leads- Storage and analysis of the customers,vendors and partners- Internal information (organizational)

What is CRM ?




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Coined in by META groupCRM has 3 aspects• Operational • Collaborative • Analytical




Operational Aspect Operationalaspect of CRM is automation toCustomer’s processes includingfront office sales / service andmarketing representative.

Any customer interaction isrecorded by CRM, so that any onecan retrieve the customerinformation at anytime withouthaving to interfere aboutinteraction history




Operational Aspect Operationalaspect of CRM is automation toCustomer’s processes includingfront office sales / service andmarketing representative.

Any customer interaction isrecorded by CRM, so that any onecan retrieve the customerinformation at anytime withouthaving to interfere aboutinteraction history




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• Collaborative Aspect Direct interaction withcustomers without interference of salesrepresentative. Cost reduction and bettercustomer services through automated voiceresponse, email feedbacks, SMS, IVR etc.

• Analytical Aspect Analysis of Customer Data forpurposes like optimizing marketingeffectiveness, customer retention, behavioralanalysis, decision making




Key Features of CRM

• A Typical CRM consists of 3 Sub Modules:

• - Marketing

• - Sales

• - Services




• SAP – 1475 million US$

• Siebel – 966 million US$

• Oracle – 368 million US$

• Salesforce – 281 million US$

• amdocs – 276 million US$

• Others – 2,333 million US$

Main Share in Market According toGartner a 2005 study shows earningslike:




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Sap crm overview - maxsoftsolutions