Customer Relationship Management

What is CRM?

Customer Relationship Management (CRM), covers all the ways you manage customer relationships across sales, marketing, customer service, and e-commerce. With CRM software, you can automate and integrate the customer-facing activities by using pre-built tools for customer analytics, personalization, social media, collaboration, and more.

CRM Capabilities

Centralized Customer Data Hub

By consolidating all of their customer data – including contact details, cross-channel interactions, service history, and social media activity – companies gain a 360-degree view of each customer, available in real time

Customer analytics​

Analysis of customer interactions and history allow companies to gain deeper insight into expectations and needs. These insights can be used to target offers, resolve service issues, boost satisfaction, create personalized experiences, and inform marketing strategies

CRM Process and Marketing Automation

By automating processes such as lead and pipeline management, campaign development, and service tracking, companies can not only greatly improve efficiency but also provide a better experience for customers

Features and business benefits of CRM

Contact Management

Securely store your customer information including names, contact details, social media accounts, and communications preferences in a central database that your entire team can access in real-time, 24×7

Interaction Management

Track all your customer interactions including emails, phone conversations, social media posts, and chat sessions to gain a 360° view of each customer and deliver a consistent cross-channel experience

Lead Management

Identify, score, and track leads through your pipeline – to convert more prospective customers into buyers. With CRM, you can integrate your lead generation, pipeline management, and lead nurturing activities

Customer Analytics

View the right insights at the right time with on-demand CRM reporting and interactive dashboards. Predict what customers want, personalize their experiences, and take the right action in the moment

Workflow Automation

Automate repetitive, manual tasks such as contact record data entry and with the power of embedded AI and machine learning to provide chatbot-based interactions on social media and in messaging apps

CRM Integrations

Integrate your CRM system with your website, email and calendar platforms, accounting and billing software, customer surveys, document management, and e-signatures – so that you can do everything in one place

CRM Solutions We Provide


SAP Customer Experience portfolio covers every step in the process, from the first contact a customer has with a company through to when they choose to buy from it. SAP achieves this by integrating various solutions for marketing, sales, and customer relationship management

SAP Sales Cloud

SAP Sales Cloud helps organizations connect and guide customers throughout their buying journey. Transform your lead to cash process and accelerate sales performance with incentive optimization, sales coaching and learning recommendations – helping sales teams to spend their time on the best deals

SAP Commerce Cloud

SAP Commerce Cloud helps you engage your customers on any device. The extensible, modular architecture provides a solid foundation for developing relevant and personalized experiences that keep your customers coming back. This product. This product All SAP products

SAP Marketing Cloud

SAP Marketing Cloud (previously Hybris Marketing) is a marketing solution that unifies user data into a centralized hub in order to provide real-time context-based data about individual customers and anonymous visitors, allowing brands to deliver contextual, consistent and relevant experiences throughout a customer journey, regardless of the marketing channel or device

SAP Service Cloud

SAP Service Cloud orchestrates seamless service experiences to support customers throughout their entire journey. It bridges the gap between front-office engagements and back-office processes and delivers the next generation of self-service. Share your expertise, get help, and stay up to date in your knowledge of SAP Service Cloud

SAP Customer Data Cloud

SAP Customer Data Cloud enables you to grow your audience and build trusted, personalized customer relationships based on transparency and personal data control. Share your expertise, get help, and stay up to date in your knowledge of SAP Customer Data Cloud