Database Reference
In-Depth Information
table 4.2
industry-Specific CRM Requirements
Industry
Applications/Functionality
Commercial
Banking
Contact center, profitability analysis, integrated target marketing,
data mining
High Technology
Full-field sales, e-sales, reseller extranets, contract management,
blended sales and service contact center, integrated field service,
sales commission management, bottom-up/top-down forecasting
Insurance
Blended sales and service contact center with Web integration,
consumer credit checking, and lease underwriting process
Telecom
Blended sales and service contact center, competitive pricing
analysis, integration with billing system, churn management
Utilities
Integrated customer service and support call center and field
service, integration with billing system
Consumer Goods
Category management, trade promotions, demand planning,
interactive selling
Manufacturing
Bottom-up/top-down forecasting, available and capable to
promise sales data, supply chain integration
Pharmaceuticals
Contract management, portable marketing analysis, regulatory
compliance
Retail
E-tailing
, space planning, merchandising, integration with
point-of-sale systems
This is only a representative comparison; please update the same for the latest features
and functionalities with the respective vendors.
4. 5. 3.1 SAP
SAP has steadily built up comprehensive functionality in the SAP CRM product. Most recently,
the company has focused on improving usability and deepening support for strategic business
processes as part of the SAP business suite. SAP CRM is particularly strong in sales, marketing,
partner channel management, and analytics but offers less support for customer data management
requirements. The product can scale to support global deployments and offers many industry-
specific process solutions. The SAP CRM SaaS offering provides more deployment flexibility, while
cost, complexity, and lengthy implementations schedules remain drawbacks of the on-premise
product. SAP CRM is best suited for global buyers committed to SAP and its ERP platform who
need to support end-to-end industry processes.
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
