CRM Functional

WHAT IS CRM?
Customer relationship Management(CRM) is a business strategy which aims to optimize the customer interactions in order to maximize the success of the business.

Customer Interaction in Marketing:
CRM Marketing as a business function is increasingly required to prove that its inherent expenditures could be associated with objectively verifiable, measurable results. While the focus in many companies has been pretty much on sales force automation or service optimization over the last years, more and more marketing comes into the focus for an efficient planning, execution and measurement of all programs, campaigns and associated activities. In a variety of cases, IT systems that are used at many different levels are often redundant in design and poorly integrated. This leads to expensive (manual) interfaces. Some of these systems have enormous (automation) potential that is not being realized completely. The objective of CRM Marketing is to provide IT applications supporting the Line of Business (LOB) to establish best-in-class processes and to overcome existing obstacles.
The Key Processes are:
• Campaign Management
• Customer Segmentation
• Lead Management
• E-Marketing
• Marketing Planning and Analytics

Customer Interaction in Sales:
It is the goal of SAP CRM Sales to prepare a sales force to be efficient with time and effective in action, provide the knowledge needed to turn insight into action, and maintain focus on productive activity to acquire, grow and retain profitable relationships. SAP CRM Sales supports sales forecasting and analytics for historical and predictive information, territory and account management to optimize and increase efficiency of your sales organization, opportunity and pipeline performance management to provide full visibility into potential sales, sales processes and methodologies to leverage company-specific best practices and seamless order to cash processes to most effectively manage customer demand - consistent interactions, insightful information, seamless integration, always accessible, simple to use.
The Key Processes are:
• Customer Order Management, Quotations and Contracts
• Accounts and Contact Management
• Opportunity Management and Pipeline Analysis
• Activity Management
• Incentive & Commission Management
• Leasing
• Sales Planning and Analytics

Customer Interaction in Service:
Service agent receives the customer call, and the customer can automatically identified using the phone number or some unique identification number. And Sevice agent can also use the search function to identify the customer in the system. The agent chooses the corresponding IBASE according to the conversation from the customer.
The Key Processes are:

• Service Request, Service Order, and Contract Administration
• Complaint Management
• Case Management
• Installed base Management and Knowledge Management
• Workflow and Escalation Management
• Professional Services
• Service Planning and Analytics