Skip to end of metadata
Go to start of metadata

SAP Customer Relationship Management (CRM) is SAP's solution that helps companies manage various aspects of their customer relationships, in areas including, but not limited to, marketing and sales and service.

From the SAP Library

"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."

From the SAP Customer Relationship Management solution map

"SAP Customer Relationship Management provides the insight and analysis you need to anticipate customer needs and build lasting, profitable customer relationships. SAP CRM enables integrated industry-specific processes to support customer-facing departments in marketing, sales, and service. Plus, you get a 360-degree view across all customer touch points and interaction channels – including the Internet, interaction centers, and channel partners – as well as powerful analytics."

The CRM application help section provides a complete description of the functional scope of SAP CRM, and highlights the relationship between the application, the underlying technologies, and the business scenarios. It it composed of several parts:

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

Planned ES bundles that will utilize SAP CRM

SAP Customer Relationship Management will be a system requirement for the following upcoming ES bundles (given here in their respective categories):

Channel Management

  • Request for Registration Processing


  • Product Catalogue Processing with CRM


  • Campaign Management
  • Lead Management


  • Account and Contact Management
  • Activity Management
  • Customer Quote Management
  • Interactive Selling
  • Opportunity Management
  • Order to Cash with CRM
  • Product Master Data Management
  • Rebate Management
  • Sales Contract Management
  • Sales Incentive and Commission Management
  • Sales Order Issue Resolution
  • Territory Management


  • Complaint Management
  • Installed Base Management
  • Service Contract Management
  • Service Order Management
  • Warranty Claim Management

CRM BPX Community
CRM Wiki