SAP CRM is the CRM tool provided by the SAP.   What is SAP CRM used for? A CRM is used for too many a business process but let consider a very typical workflow for SAP -CRM Typical SAP-CRM Workflow[/caption] A customer may raise an issue with the vendor via any medium like Fax, email , telephone etc. If the resolution can not be provided immediately by the fron – end customer representatives they raise a ticket in SAP – CRM which is addressed by a more technically equipped personnel. The resoluution is than forwarded to the customer. Overview SAP’s CRM solution included several modules that is support key functional areas including:

SAP CRM Sales

SAP CRM Marketing

SAP CRM Service

SAP CRM Analytics

SAP CRM Interaction Center

SAP CRM Web Channel [which is includes to E-Commerce, E-Marketing and E-Service]

SAP CRM Partner Channel Management

SAP CRM WebClient UI

SAP CRM Investigative Case Management [ICM]

SAP CRM Social Service

SAP CRM Loyalty Management [LM]

SAP CRM Real Time Offer Management [RTOM]

SAP CRM Mobile Solutions

SAP CRM Trade Promotion Management [TPM]

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