mySAP CRM Overview

November 16, 2009 by CRM
Filed under: SAP Overview

mySAP CRM Overview

Generally the sales force maintains direct contact with the customer. Members of the sales force can enter information about customers using their laptop computers. The Call Center is a central location in the enterprise where employees receive and process incoming calls and e-mail.

Companies frequently use the Internet for purchasing and sales activities. Two distinct scenarios come into play here:

Business-to-Consumer (B2C)
Business-to-Business (B2B)

As Traditional, Different departments of an enterprise capture incoming customer information using different methods.

Internet email

Helpdesk

Call Center

Saleforce

As a result, some individual departments have different information at their disposal. This makes it very difficult to achieve optimum customer service.

For Today, with the mySAP Customer Relationship Management (mySAP CRM) solutions – CRM Mobile, CRM Interaction Center, and CRM Internet Sales – information about a particular customer is managed centrally and can be accessed from all areas (sales force, call center, and so forth). Sales force employees thus have the same level of knowledge about the customer and can guarantee optimum customer service

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