SAP CRM 最新简介文字（2007年、中英文）

以下内容是SAP CRM功能的精简描述，摘自SAP官方文档，附上中英文版本，可以对SAP CRM的主要功能有大致了解。

营销 － 使用营销资源管理、客户细分及列表管理、营销活动管理、线索管理、贸易促销管理以及营销分析等功能，整合营销流程并驱动客户需求。营销功能开始可以按需（On-demand）的方式快速部署，随着业务需求的发展采用SAP CRM的交易事务（Transaction）。

销售 － 应用销售计划及预测，对区域、帐户、联系、活动、商机、报价、订单、产品配置、定价、开票以及合同的管理等功能，致力于生产性活动来获取、发展及保持有利可图的关系。销售功能开始可以按需（On-demand）的方式快速部署，随着业务需求的发展采用SAP CRM的交易事务（Transaction）。

服务 － 通过支持服务的销售及营销，驱动服务营收与利润。更有效地管理服务订单、合同、投诉及退货、回厂与库房维修、质保、资源计划、电子服务以及服务分析等。呼叫中心、现场服务以及电子服务等功能提供了灵活的实施选择。服务功能开始可以按需（On-demand）的方式快速部署，随着业务需求的发展采用SAP CRM的交易事务（Transaction）。
 
Web渠道 － 通过把Internet变成有价值的面向业务及客户的营销、销售和服务的渠道，来增长销售以及降低交易成本。使用一个全面集成的Web渠道，包括支持电子营销、电子商务、电子服务以及Web渠道分析等，来提升利润率及开辟新市场。这些功能可以在SAP ERP应用系统中直接部署，或是把SAP CRM当做一个完全集成的客户渠道。
 
交互中心 － 通过把您的交互中心转变成一个战略性的传递渠道，跨所有沟通渠道用于营销、销售及服务努力，来最大化客户忠诚度、降低成本及激发收入。可以有效地管理并执行各类活动，如电话营销、电话销售、服务服务、人力资源、IT帮助桌面以及交互中心管理等。
 
合作伙伴渠道管理 － 通过对合作伙伴的关系管理以及授权，来获得一个更有利可图且忠诚的间接渠道。您可以为合作伙伴及渠道管理员针对合作伙伴招募、合作伙伴管理、交流、渠道营销、渠道预测、协同销售、合作伙伴订单管理、渠道服务以及分析等方面进行流程的改进。

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Marketing – Align marketing processes and drive customer demand using functionality for marketing resource management, segment and list management, campaign management, lead management, trade promotion management, and marketing analytics. Quickly deploy marketing functionality in an on-demand model and transition to SAP CRM as business needs evolve.

Sales – Maintain focus on productive activity to acquire, grow, and retain profitable relationships with functionality for sales planning and forecasting and the management of territories, accounts, contacts, activities, opportunities, quotations, orders, product configuration, pricing, billing, and contracts. Quickly deploy sales management functionality in an on-demand model and transition to SAP CRM as business needs evolve.

Service – Drive service revenue and profitability with support for service sales and marketing. More effectively manage service orders, contracts, complaints and returns, in-house and depot repairs, warranties, resource planning, e-service, and service analytics. Callcenter, field-service, and e-service functionality provides flexible delivery options. Quickly deploy service functionality in an on-demand model and transition to SAP CRM as business needs evolve.

Web channel – Increase sales and reduce transaction costs by turning the Internet into a valuable sales, marketing, and service channel for businesses and consumers. Increase profitability and reach new markets with a fully integrated Web channel, including support for e-marketing, e-commerce, e-service, and Web channel analytics. Deploy these features directly with the SAP ERP application or with SAP CRM as a fully integrated customer channel.

Interaction center – Maximize customer loyalty, reduce costs, and boost revenue by transforming your interaction center into a strategic delivery channel for marketing, sales, and service efforts across all contact channels. Effectively manage and execute activities such as telemarketing, telesales, customer service, human resources, IT help desks, and interaction center management.

Partner channel management – Attain a more profitable and loyal indirect channel by managing partner relationships and empowering channel partners. You can improve processes for partner recruitment, partner management, communications, channel marketing, channel forecasting, collaborative selling, partner order management, channel service, and analytics for partners and channel managers.

原文：http://blog.csdn.net/xukun_com/article/details/1660583