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SAP Helps Companies Become Customer-Centric Businesses

August 05, 2010

SAP AG has announced strong market adoption and new industry validation for its customer relationship management “CRM” solutions for large enterprises and midsize companies.

Officials with SAP claim that the SAP CRM application and SAP Business All-in-One solution have rapidly growing customer bases, with adoption by sales, marketing and service professionals in companies around the globe.

Independent Research Firm, Forrester Research, Inc., has also recognized SAP as a major player in the CRM market, reporting in its recently released Forrester Wave reports that SAP provides one of the most complete offerings reflecting the requirements of large and midsize organizations.

"SAP has steadily built out comprehensive CRM functionality, and the company is focused on improving usability and deepening support for strategic business processes."

The report recognizes that SAP CRM 7.0 is "very strong across the board for sales, marketing, partner channel management, field service and analytics… and has a very strong user interface."  

According to the report, "SAP CRM improves usability while reducing cost and implementation time for users. SAP espouses the view that by truly putting the customer at the center of its business, an organization can deliver higher value to its customers and receive higher value in return. SAP's strategy focuses on providing technology to enable companies to achieve operational excellence across all customer-related activities."

Company officials also said that SAP CRM and the CRM functionality in SAP Business All-in-One deliver comprehensive process support for all customer-facing activities in multiple industries, helping companies consistently deliver a superior customer experience to their customers.

Customers can also choose the features they need to address business challenges and the application can be rapidly deployed and productive in six to eight weeks.  

This functionality helps midsize companies improve marketing, sales and service management. Also, integration with ERP functionality enables companies to streamline processes from lead generation through deal closure to customer retention.

"Superior customer experiences create competitive advantage that helps companies of all sizes drive loyalty and market share," said Jujhar Singh, senior vice president, CRM sales, service and marketing lines of business, SAP, in a statement.

Singh said that SAP is uniquely positioned to deliver the solutions businesses need to transform their customer experience.

Anil Sharma is a contributing editor for ContactCenterSolutions. To read more of Anil’s articles, please visit his columnist page.

Edited by Stefania Viscusi