CRM, which stands for Customer Relationship Management, is a part of SAP ERP it’s a technology and strategy for how companies handle and study customer interactions and data throughout the customer lifecycle. This process covers all sales, customer services, e-commerce, and all activities related to marketing.
SAP CRM is a software provided by SAP to companies to monitor customer activities. It is a simple and flexible to use. This software helps any institute or organization to achieve its aim goals. SAP CRM can integrate with both SAP and non-SAP systems.
History
- SAP CRM 2008 (7.0) was released in 2009 as part of SAP Business Suite 7.0.
- SAP CRM 2007 (6.0) released in 2007.
- SAP CRM 2006 (5.0) released in 2005
In the early 1990s, SAP began adding CRM features to its SAP R/3 ERP system. They put these features in the “Sales and Distribution” (SD) module, which helped with tasks like order processing and pricing.
Key Features of SAP CRM
Contact management
With this feature of SAP, the software keeps all the information of the customer including names, contact details, social media accounts, and communications preferences in its database This allows you to reach out to your customers anytime, day or night, seven days a week.”
Customer-centricity
Customer-centricity is a business strategy that shows that your customer is your priority and you care about your customer at the core of your business for developing long-term relationships with the customer. By using CRM you can get a wealth of information that provides you with a clear picture of each customer.
This helps a lot for the business owner because he can launch a product by keeping in mind the interest of his customers. Find chances to make special products, services, and deals for your best customers.
Sales force automation
Sales force automation means using CRM to make sales easier. CRM helps to manage all the boring work that is not important for sales and consumes much time for salespersons. Many reports show that salespeople waste their time on activities that are not important for sales and do not make money directly.
With the help of CRM salesperson spend their time on the job and making sales other activities are handled by CRM software.
Interaction management
Stay connected with customers be it through e-mails, social media posts, calls, and chats. This way you can get the complete picture of your ensuring a seamless and consistent experience for them, no matter how they reach out to you.
Marketing Automation
Marketing automation is a process of making marketing easier using software like CRM. These tools help businesses do their marketing tasks more easily, saving time and measuring how well things are working. This makes the marketing team better and brings in more money.
By using marketing automation businesses can increase the number of their interested customers and the marketing team and sales team can work smoothly.
With this software, you can send a bunch of e-mails and messages to customers instead of sending them manually also you can run ad campaigns of your business.
Lead management
Spot potential customers, give them a score, and keep track as they go through your sales process—helping more of them become buyers. With CRM, you can bring together finding leads, managing the sales path, and taking care of potential customers, making everything easier and more organized
Secure, mobile CRM
You should have access to all your CRM features wherever you are and on any device. Furthermore, your cloud CRM needs to assist you in simplifying security, maintaining data privacy, and meeting GDPR compliance standards.
Benefits of SAP CRM
Increased customer satisfaction and retention
SAP CRM software simplifies the customer experience, making it user-friendly. Users can employ real-time analytics and personalized services to identify the best offers, fostering long-term engagement with customers. This not only streamlines the process but also ensures a more personalized and lasting connection with customers over time.
Personalized customer interactions
SAP CRM provides a complete 360 view of customer interactions and better communication between service reps.
Efficient business processes
SAP CRM provides various solutions tailored to different aspects of a business, including Sales, Marketing, and Service components.
Increased revenues
Businesses can increase pipeline management and visibility while boosting overall revenues by utilizing integrated tools for marketing, e-commerce, and sales force automation across the entire organization.
Better collaboration across teams
For the sake of providing quality results to customers interactions and seamless connection between SAP CRM software and other SAP and non-SAP solutions make data management easier and faster.
SAP CRM Module
- SAP CRM Sales
- SAP CRM Marketing
- SAP CRM E-commerce
- SAP CRM service
SAP CRM Sales
SAP CRM SALES increases the chance of sales openings across the enterprise, simplifying the workflow for reps to establish successful connections, and automating connections and lead generation.
This software creates deals reports and gives real-time views of deals channels, helping brigades prioritize openings, cast directly, make data-driven opinions, and close deals briskly.
SAP CRM Marketing
Marketing SAP CRM allows SAP users to know about their customer’s needs and their interactions through it they surprise their customers with outstanding experience.
SAP CRM provides this benefit to marketers: they can easily group their customers and send them precise messages via channels.
SAP CRM E-Commerce
SAP CRM FOR E-Commerce provides a set of tools that helps to increase sales and make sales easily in all channels, physical stores, online, and mobile. E-commerce easily keeps customers happy by handling inventory and order management and efficiently managing the complete customer lifecycle.
SAP CRM service
This software shows the loyalty and dedication of any business to customers. SAP CRM provides the tools that keep customers satisfied. This software keeps good relations between customers and businesses.
SAP CRM – Billing
A few business transactions can be billed by SAP CRM few of them we will discuss here and we will take a look at different billing modules in SAP CRM.
- Sales orders
- Deliveries
- Service contracts
- Service confirmation
- Complaints
- Release of sales contracts
- Service orders
You can combine different invoices and hence simplify the process of billing by using these modules for the customers. The billing process can be divided into four parts
- Input Processing
- Billing
- Cancellation
- Output processing
During input processing, CRM Billing gathers billing items from business transactions and organizes them in a billing due list. Within this list, CRM Billing has the option to treat each item separately or carry out collective billing as part of its operational procedures. This flexibility allows for efficient and tailored handling of billing processes.
Using CRM Billing, you can cancel individual billing or collective cancellations and information is transferred to Financial Accounting.
Output processing involves invoice output, transfer to SAP Financial Accounting, and retrieval for SAP BW. You can select different output methods like print, fax, or email for the invoice output.
SAP CRM pricing
The following are the elements of CRM Pricing:
SAP Customer Experience has the following pricing plans:
SAP CRM offers a few flexible plans to their customers with the basic cost of a license starting from $58 per month
Starting from: $58.00/month
Pricing model: Subscription
Free Trial: Available
SAP CRM vs. competitors (pricing)
SAP CRM is much more expensive than the industry average. When compared to other top CRM vendors, on a scale between 1 to 10 (10 is the most expensive to implement), SAP CRM is rated 9.4.
Conclusion
To sum up, SAP CRM provides a detailed solution for businesses which wants to improve customer relationship management, want to run smoothly their business processes, and foster personalized customer interactions.
It is a robust platform; however, potential users should carefully weigh the benefits against the higher pricing compared to industry averages and other competitive CRM solutions.
