The SAP CRM application is an integrated customer relationship management (CRM) software manufactured by SAP AG that targets business software requirements of midsize and large organizations in all industries and sectors.

CRM systems track and measure marketing campaigns over multiple networks. These systems can track customer analysis by customer clicks and sales. Places where CRM is used include call centers, heavily utilized in social media, direct mail, data storage files, banks, and customer data queries.

CRM systems are Customer Relationship Management platforms. It is a platform for progressing the payments and other related query management. Their goal is to track, record, store in databases, and then data mine the information in a way that increases customer relations (predominantly increased ARPU, and decreased churn). The CRM codifies the interactions between you and your customers, so you can maximize sales and profits using analytics, KPIs, to give the users as much information on where to focus your marketing, customer service to maximize revenue, and decrease idle and unproductive contact with your customers. The contact channels (now aiming to be Omni-Channel from Multi-Channel) uses such operational methods as contact centers. The CRM software is installed in the contact centers, and help direct customers to the right agent or self-empowered knowledge.[2] CRM software can also be used to identify and reward loyal customers over a period of time.

• Transaction processing
• Item Category

Item Category determination

• BUSINESS PARTNER
• BP ROLES & GROUPING, BP RELATIONSHIPS
• ORGANIZATIONAL MANAGEMENT
• ORGANIZATIONAL MODEL, ORG DETERMINATION

PRODUCT MASTER

• ATTRIBUTES & SET TYPE, HIERARCHIES & CATEGORIES
• MAINTAIN PRODUCT

BUSINESS TRANSACTIONS

• ACTIVITY MANAGEMENT
• BUSINESS ACTIVITIES
• TASK

PARTNER PROCESSING

• PARTNER FUNCTIONS, ACCESS SEQUENCE,
• PARTNER DETERMINATION PROCEDURE,
• TEXT DETERMINATION PROCEDURE
• TEXT OBJECT, TEXT TYPE

ACTIONS

• ACTION PROFILE, CONDITION
• DATE PROFILE
• STATUS PROFILE
• FOLLOWUP TRANSACTIONS
• COPY CONTROLS

WEB UI –Overview

• BUSINESS ROLES IN CRM (Navigation Bar profile, Configurations, Views, Overview page)
• WEB UI CONFIGURATION
• TRANSACTION LAUNCHER

INTERACTION CENTER- Overview

• BUSINESS ROLES IN CRM (Navigation Bar profile, Configurations, Views, Overview page)
• AGENT INBOX
• Account profile
• Layout profile

MIDDLEWARE- Overview

• MARKETING
• MARKETING PLANNER & CAMPAIGN MANAGEMENT
• PERSONALIZED MAIL FORMS
• CUSTOMER SEGMENTATION