Resource Center Core Capabilities Industries Platforms Databases supported Target Business Size

Corporate SAP America 3999 Westchester Pike Newtown Square, PA  19073 USA Main: 610-661-1000 Toll-free: 800-685-1727 Fax: 610-661-4013 http://www.sap.com

The SAP Customer Relationship Management (SAP CRM) application provides best-in-class functionality for marketing, sales, and service. By supporting customer-facing business processes across multiple interaction channels, SAP CRM enables organizations to focus on strategies for customer-driven growth and to differentiate themselves in the market by providing a superior customer experience.

SAP CRM has helped the best-run companies in more than 25 industries make the most of their relationships with customers. With SAP CRM, your organization can capitalize on customer insight, improve front-line efficiency and effectiveness, streamline critical business processes across customer touch points, and quickly adapt to changing business and customer needs.

Key Features

• Marketing:
• Make intelligent business decisions with enhanced customer insights
• Increase marketing velocity and speed to market
• Maximize visibility into and control of your entire marketing process
• Drive customer demand
• Increase returns on your marketing investments
• Sales:
• Grow profitable relationships
• Maintain focus on productive activity
• Eliminate barriers to productivity
• Improve sales efficiency
• Service:
• Transform service into a profitable line of business
• Increase customer loyalty
• Drive revenue
• Reduce costs of customer service and field service
• Decrease service giveaways
• Web channel enablement
• Drive revenue and extend market reach
• Increase customer convenience and satisfaction
• Reduce the cost of sales and support
• Build lasting customer loyalty
• Improve sales and service profitability
• Running an interaction center:
• Increase customer satisfaction
• Improve credibility with your customers

SAP Customer Relationship Management (SAP CRM)  Resource Center

WHITE PAPERS CASE STUDIES WEBCASTS VIDEO/PODCASTS RESEARCH   Supply Chain Cost-Cutting Strategies: How Top Process Industry Performers Take Radically Different Actions Companies in the Process Industries have had to cope with rising manufacturing and logistics costs over the past few years. To avoid a 7.96% increase in logistics costs, companies should follow the roadmap of Best in Class companies, which have been able to reduce costs or keep them flat via supply chain transformation. The Challenge to Achieve Perfect Order Management Explore how to improve order management. With SAP CRM, you can cost-effectively streamline planning, forecasting, and collaboration – and create accurate orders and contracts, handle order changes, and resolve fulfillment issues. Delivering Operational Excellence with Innovation Examine the trends in enterprise resource planning (ERP) that are driving businesses to adopt an enterprise services-oriented architecture (SOA). And learn how enterprise SOA can help your organization deliver operational excellence and realize new levels of innovation by enabling more responsiveness and agility. Best Practices in Complex Equipment Manufacturing, Sales, and Service What best practices should you, as a manufacturer of complex products and equipment, use to address the challenges facing your industry today? Hitting the Moving Target of Operational Excellence: Identifying and Obtaining the Information Needed for Continued Success These are challenging times for firms that have grown to be larger than small businesses but aren’t yet large or Fortune 1000 businesses. But with data more readily available than ever, the key questions are: What do we need to know? How do we go about getting the information we need? Enterprise Risk Management: Keeping People, Assets, and the Environment Safe Operational risk management is a rising priority for companies in asset-intensive industry segments. Companies that make substantial efforts today will not only improve risk mitigation but create an enduring competitive advantage. Implementing Collaborative Demand and Supply Planning Solutions Inventory targets at one location affect and are affected by targets at different locations. To minimize the need for excess safety stock, this model uses an efficient computational process in which multiple mathematical equations are solved simultaneously to reveal optimal inventory targets. Sales and Operations Planning: The Key to Continuous Demand Satisfaction Find out how leading companies are designing their sales and operations planning processes to continuously monitor and meet customer demand. Supply Chain Collaboration: The Key To Success in a Global Economy Because of global competition and the rapid adoption of outsourcing, today’s organizations are operating in a “networked” business environment. The past decade has witnessed a significant increase in globalization across all industry segments. Understanding and Managing Supply Chain Risk With supply chains expanding in size and complexity, enlightened professionals and companies are focusing more energy on managing supply chain risk. Value Stream Performance Management Through Lean Accounting Explore the transformation from standard to lean cost accounting via a lean profitability and cost management solution. Enabling Strategy and Innovation: Achieving Optimized Outcomes from Planning to Execution Read this study of Calearo Antennae Spa and Royal DSM, N.V., two companies that demonstrate how excellence in operations and a clear use of information technology can lead to sustained competitive advantage. Enabling the Lean Enterprise Executive Insight Discover how streamlining common processes can reduce costs, and how you can increase the effectiveness and efficiency of the processes that differentiate you from the competition. Assess Your Enterprise Agility Find out how to assess your small or midsize business and IT systems to make sure you have access to the right information at the right time, allowing you to make better, faster decisions. Accelerate Value Creation: The Virtuous Cycle of Using Technology to Maximize Business Value Explore the relationship between IT investment and performance and productivity gains. This paper describes how companies can best maximize value from their IT investments and can take part in the virtuous cycle of IT. Advancing Return on Investment Analysis for Government IT: A Public Value Framework Review the analysis of government IT investment, from broad levels to specific methods that document public value, which can be tailored to particular investment decisions. Asset Visibility: Seeing the Opportunity in Asset Management Examine the importance of improving visibility into asset performance – and review four activities that can form the basis for getting more out of the assets in your portfolio to drive better decisions in allocating scarce capital to new asset investments. How to Use Technology to Support the Lean Enterprise With Lean and Six Sigma processes tied to your ERP software, you can evaluate performance using consistent measures for success to continuously improve operations to deliver the highest value to the customer. A Technique for Improving Operational-Inventory Targets This white paper will help SAP customers understand how to gain better visibility into demand, enabling planners to modify inventory to reduce carrying costs without negatively impacting customer-service levels and sacrificing product availability. Managing for the Downturn, Positioning for the Upturn Check out this in-depth article to learn about SAP Business Suite 7, SAP's perfect plant framework – all reasons why successful companies can rapidly adapt their business models to the economic times, so they can compete more effectively. Enabling Sustained Growth: Spotlight on The Americas Are companies promoting growth through operational excellence? The results of a global EIU survey of over 900 executives at midsized companies show that most companies have adopted or are in the process of adopting an operational excellence strategy –and that such a strategy is intimately tied to their ability to grow. Operational Excellence in the Process Industries Read this Aberdeen review of how best-in-class companies provide visibility into manufacturing operations while using real-time interoperability between manufacturing systems and business systems. The New Lever for Profitability and Competitive Advantage The survey of 101 enterprises reports that companies that build and align their operational capabilities for strategic advantage earn a distinct execution premium in their business performance. The paper provides valuable evidence about the benefits of achieving aligned operational excellence. Plant to Enterprise Integration: Foundation for MES/MOM Payback Review how manufacturing execution systems (MES) or manufacturing operations management (MOM) systems provide the necessary interface between the factory and the enterprise with coherent, integrated information systems that span the whole plant. REACH Compliance Read how process manufacturers must deal with regulations such as REACH – requiring registration of commercial use chemicals and their exposure to humans and the environment. Responding Quickly to Changing Markets: Anticipate, Adapt, Excel Examine how flexible, integrated information technology makes it easier for you to adapt the way you do business in response to changing needs – helping you to out-perform the competition even as customer demands escalate, product life cycles shorten, and new competitors enter the market. Supply Chain Risk Management: Building a Resilient Global Supply Chain Read Aberdeen's study of those companies that have adopted a more holistic view of supply chain risks compared to lower-performing peers – and have made more progress in improving their supply chain processes and infrastructure in order to be better positioned to foresee, spot, and respond to potential disruptions. Sustained Growth Though Operational Excellence: Spotlight on Operations Operations executives are closest to the processes along the value chain, and as a result are best positioned to drive operational excellence initiatives. However, collaboration with other functions is essential. Technology and the Lean Enterprise Examine why manufacturers in the industrial machinery and components industry are looking for the right technology to mount lean initiatives by eliminating waste and non-value-added activities. Read case studies of six enterprises that use SAP software to achieve continuous improvement and eliminate waste from operations. Succeeding with New Procurement Strategies Get the results of a 2009 SAP survey in which over 200 procurement executives reveal what procurement strategies are working for their organizations in today's challenging economy and what they envision for the future of procurement Rethinking Relationships in a Global Economy Find out why the ability to operate effectively in business networks, be they coordinated or collaborative, is critical to sustaining competitive advantage in a commoditizing global economy Spend Analysis - Pulling Back the Cover on Savings Find out why developing or enhancing a spend analysis program and closing process gaps to ensure tight linkage to the sourcing process are straightforward and practical ways to attain greater savings and deliver greater value in this period of uncertainty and strict budgets. Spend Analytics: A Foundation for Procurement Performance Management Explore why spend analytics software is emerging as a tool for operational decision making to not only manage costs but also optimize procurement processes. Five Big Improvements in Just Five Months Structured implementation at industrial good maker Hunter Manufacturing reduces timeframe, promotes business success Collaborative demand and supply planning - strategic inventory management for discrete manufacturers Find out how SAP and partner solutions can help consumer products manufacturers respond to volatility across their supply chains and value networks. Consol Energy Business Transformation Study - SAP Supplier Relationship Management CONSOL Energy has 17 coal-mining complexes in 6 states and produces coal, gas, and electricity that help fuel U.S. power generation. To control maverick spending and increase inventory visibility the company replaced its customized legacy system with the SAP Supplier Relationship Management application. Kablin Business Transformation Study - SAP Manufacturing, Integration, and Intelligence Brazilian pulp and paper industry leader Klabin SA had isolated manufacturing monitoring and control applications throughout its 17 plants. Find out how the firm has save millions of dollars annually. RTI International Metals Business Transformation Study - SAP Manufacturing, Integration, and Intelligence Learn how RTI gained greater manufacturing efficiency and visibility across a supply chain that includes milling, fabrication, and distribution facilities. No webcasts available for SAP Customer Relationship Management (SAP CRM) at this time. Please view more related resources from SAP America No content available. Please browse ManagingAutomation.com's Video/Podcast section, which contains videos and audiocasts that may be useful to your research. Early Lean Adopters Embrace Technology Results from Aberdeen Group report, The Lean Supply Chain, indicates that Aerospace and Defense manufacturers are 40% more likely to be Best in Class performers than their peers from other industries. One of the reasons for this performance difference is their early adoption rate for Lean. The Impact of Lean on Consumer Product Manufacturers Consumer product manufacturers eager to begin the Lean journey should follow the lead of better-performing consumer products manufacturers by prioritizing the metrics that matter and following suit with frequent measurement to monitor the effectiveness of the program. High Efficiency in Manufacturing Operations Learn what is driving manufacturers to focus on creating more efficient manufacturing operations and which manufacturers are most successful in achieving these efficiency gains. High Tech Industries: The Supply Chain Executive''s Strategic Agenda 50% of 146 high tech companies regard supply chain management as a customer service differentiator, market strategy differentiator, or as a profit center. This sector insight explores the concerns and process roadmap of supply chain executives in high tech industries. Optimizing the Global Manufacturing Network Read what Simon Ellis, IDC's practice director for supply chain strategies, says about how network planning and execution applications can play a critical role for the best-in-class manufacturing network. The Responsive Supply Chain: Managing Market Events in the Consumer Goods Industry Read Aberdeen Group's benchmark report on how well companies react to market events. The report analyzes six key market event categories and three critical assets that companies can leverage. The ROI of Sustainability: Making the Business Case Find out what Aberdeen has to say about sustainability. This report serves as a roadmap for companies that are attempting to match environmental and social stewardship to clear, actionable, and measureable improvements to their bottom lines.

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