mySAP CRM

mySAP Customer Relationship Management: Overview

mySAP Customer Relationship Management (mySAP CRM) is a comprehensive solution for managing your business relationships with your customers. It supports all customer-focused business areas, from marketing to sales and service, as well as customer interaction channels, such as the Interaction Center, the Internet, and mobile clients.

mySAP CRM is part of the mySAP Business Suite.

The CRM application help offers a comprehensive description of the functional scope of mySAP CRM, and highlights the relationship between the application, the underlying technologies, and the business scenarios. It comprises several parts:

Getting Started with mySAP CRM
Portal Roles
Business Scenarios
Components and Functions
Analytics
Data Exchange and Mobile Technologies

Getting Started with mySAP CRM guides are available for the following UIs:

Mobile Client Applications
Interaction Center
People-Centric UI

These Getting Started with mySAP CRM guides explain how to log on to the system, the layout of the user interface, and the basic concepts involved. They also provide useful hints about how to navigate in the system and how to use standard functions and features.

Portal Roles

This area enables you to work with portal roles in SAP NetWeaver Portal.

Portal roles grouped together in Business Packages give you a collection of tasks, services, and information available to groups of users. The role determines which service can be accessed. Furthermore, it provides the content visualization and navigation structure.You can combine and personalize this content as often as you require.

Users who work with portal roles can perform their tasks efficiently, find important information, and make decisions quickly.
Companies can use the portal roles supplied in the Business Package as predefined and construct their own portal applications.

Business Scenarios

mySAP Customer Relationship Management (mySAP CRM) offers a number of business scenarios and business processes that describe integrated business activities across several SAP components and non-SAP components.

Components and Functions

The business scenarios and processes in mySAP Customer Relationship Management (mySAP CRM) use a great many CRM components and functions.

The documentation for these components and functions describes in detail the functional possibilities of mySAP CRM. It forms the planning basis for the installation, configuration, and continual optimization of mySAP CRM.

Analytics

This area enables you to gather all the relevant data about various key factors (for example, customers, sales, services, marketing campaigns) and analyze this knowledge base to deploy important insights derived from it in your operational and strategic decision-making.

The CRM Analytics offerings enable you to:

Monitor, understand, and influence customer behavior and focus limited resources on your most valuable customers
Analyze information concerning markets, competition and past marketing initiatives to understand how well the marketing campaigns and programs are performing and to influence the success of future marketing initiatives and campaigns during planning
Understand sales results and plan future sales by comparing plans with actual sales and analyzing the performance
Gain insights to all important perspectives of service activities performed, the drivers behind them and the financial performance of the service organization
Understand the performance of each interaction channel to optimize resources

Data Exchange and Mobile Technologies

These technologies enable you to exchange data between various producers of data (Mobile Client, ERP system, and so on) within a CRM landscape and supply all components with the data required. Replication, synchronization, and distribution of data guarantees that mobile users always have access to the most up-to-date business data.

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