SAP Customer Relationship Management (CRM) is a fully functional, SAP Customer centered, e-commerce solutions, which is business process management for the enterprise to provide the best customer service solution. It mainly includes 3 elements: SAP market management, SAP sales management and SAP service management solutions, which cover the entire customer relationship life cycle. Specific include:

•     Marketing management: product and price configurator; in marketing activities (such as advertising, E-mail, seminars, website, exhibition, etc.), can obtain customized information support in advance; marketing activities are associated with business, customers, contacts; display task completed progress; provide the function which is similar to the board, that can post, search, update marketing information, so as to realize the sharing of marketing documents and analysis reports; track specific events; arrange new events, such as seminars, conferences, etc., and add the information such as contract, customer and sales representative; letter writing, bulk mail, and establish association among the contract, customers, contacts, business and so on; mail merge; generate tags and envelopes.

Sales management: organize and browse the sales information, such as customers, business description, contact person, time, sales stage, business turnover, possible end time, etc.; produce various sales business’ stages report, and give the business current stage, time needed, the possibilities of success, historic sales status evaluation information; provide tactical and strategic

support on sales business; maintain region; assign salesmen in certain region and authorise them; according to profits, field, priority, time, status standard, the user can conduct reports in regards to upcoming activities, business, customers, contacts, appointments; manage sales cost; manage sales commission.

Customer service: quick entry of service project; arrangement, scheduling and redistribution of the service project; upgrading of events; search and track events related to a business; generate an event report; service agreement and contract; order management and tracking; database for problems and their solutions.

Call center: inbound and outbound call handling; the Internet recall; call center operation and management; call transfer; routing; statistical statement analysis; management analysis tools; automatically sending data by fax, telephone, E-mail, and printer; inbound and outbound scheduling management.

Electronic commerce: personalized interface and service; website content management; storefront; orders and business processing; sales space expanding; customer self-service; Analysis and report on website operation.