Customer Relationship Management – SAP

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A CRM framework helps your business develop on the grounds that it tracks the historical backdrop of client cooperation’s. From calls made and messages sent, to gatherings held, presentations conveyed, and even the following steps expected to close the arrangement or develop that client account. To run easily, your business needs client relationship information that is consequently upgraded, with moment access for workers, and gives a full history of all interchanges, gatherings, and records imparted. In this report we are going to assess the CRM tools of SAP and how it has affected the business activities of a company.


CRM remains for Customer Relationship Management and is a situated of procedures and instruments that serves to oversee client relationships in a composed way. SAP CRM gives best-in-class usefulness for showcasing, deals and administration. It underpins client confronting business forms crosswise over numerous communication channels. SAP CRM empowers associations to concentrate on methods for client driven development and to separate themselves in the business by giving a predominant client experience. Typical SAP-CRM Workflow Figure: SAP CRM Workflow Source: A CRM is utilized for some a business transform however, let consider an extremely common work process for SAP -CRM. A client may raise an issue with the seller by means of any medium like Fax, email, telephone et cetera. If that the determination cannot be given instantly by the front end client delegates they bring a ticket up in SAP – CRM which is tended to by an all the more actually prepared staff. The determination is than sent to the client.


SAP’s Cloud for Customer(C4C) is making its vicinity felt in the CRM market with its inbuilt coordination to SAP CRM, ECC and a few other Third gathering applications. SAP Cloud for client is considerably more finish, hearty and experienced arrangement than its precursors. It goes with prepackaged consolidations to SAP ERP and SAP CRM, Mobile interfaces, solid social gimmicks.The whole item can be seen as a mix of a program based Silverlight UI, Integrated social peculiarities of JAM, Set of rich Mobile applications for iOS & Android, SAP HANA for Integration situations. SAP C4C.JPG Figure: SAP Cloud for customer Source: On-Premise just- Some of the decisions the CRM clients today search for are advanced & simple to utilize UI for Sales individuals, Browser based access, Mobile access – Online & Offline situations. SAP CRM as of now gives a Browser based UI however the Mobile access is something that the client will need to browse a restricted decision of applications and take the trouble of gadget decision and also arrangement. Clients who have vigorously modified their SAP CRM to suit the techniques or utilize profound Marketing and Service functionalities and don’t have an End client case for going to cloud would like to keep their answer On-Premise just. Cloud Only- SAP C4C alone would suffice if the client is searching for a light weight arrangement with standard CRM procedures like Activities and opportunities. The joining decisions need to be considered for which framework would be the main framework and which ERP mixes are most required for the field power. SAP C4C could likewise be a fantastic contender for supplanting non SAP CRM arrangements in SAP ERP clients for better coordination and more brought together structural engineering.


SAP is likewise to a degree vague about their evaluating for CRM. This may be on account of they don’t offer a stand-alone CRM framework. At the point when ascertaining CRM cost for SAP, recollect that you’ll additionally need to pay for their ERP, alongside any modules you requirement for extra usefulness. SAP costs are organized by level of access conceded to every client. The three top levels are:

  • Business SCM: $199/month/client
  • Enterprise Standard: $149/month/client
  • Group User CRM Sales: $89/month/client
  • It’s moreover critical that SAP obliges at least 15 client memberships.

Market Share

Top 10 CRM Vendors Figure: Market share SAP CRM Source: Gartner, 2012 As per Gartner, SAP is the top CRM programming piece of the overall industry pioneer with 18.9% bit of the general business, took after by at 16.5% and Oracle at 13.9%. U.S. CRM Market Share 2013 Figure: CRM systems market shares Source: SAP CRM accounts for 9.6% in US. The market share of the SAP CRM regionally is shown in the figures below which 15.7% Midwest and 10.5% south. CRM Market Share 2013 - U.S. Midwest Figure: U.S Market Share 2013, Midwest Source: CRM Market Share 2013 - U.S. South Figure: U.S. CRM market share 2013, south Source:


SAP CRM form is described by a completely adjustable, easy to use and instinctive interface, in light of web advancements. From here on out information displayed to the client can be completely conformed to your individual inclination. Adaptability and open character of this innovation empower a straightforward and asset sparing coordination of the framework with different applications (likewise outsider applications).CRM (Customer Relationship Management) is one of the more vital arrangements offered by SAP. It is a reaction to the need of obtaining and all the more critical supporting and growing great associations with organization’s clients. Overseeing client relations implies various methodologies extending from client securing (counting promoting exercises), through request execution up to full after sales care. Combination of these methodologies is critical to making client related exercises more productive, quicker and above all else less expensive.

Support and Training

SAP CRM gives the bolster one needs to proficiently execute and work your SAP arrangements and exploit new innovations. We offer a scope of bolster administrations, from establishment level to vital engagement and co-advancement. We could pick the bolster level that bodes well for our business. One could visit the SAP Support Portal to discover your bolster class and get answers to the greater part of your inquiries, and also demand permit keys, download programming or make a bolster occurrence. We can get the predictable and consistent bolster you requirement for all your SAP arrangements, paying little respect to how they’re conveyed – in the cloud, on-reason, or in half breed situations. The SAP ONE Support system drives effortlessness by orchestrating their bolster offerings and drastically decreasing the multifaceted nature of overseeing crossover scenes. Regardless of how your item is sent, one will get the same overwhelming level of bolstering you anticipate from SAP. SAP Active Embedded offers an extraordinary mix of on location and off-site support. Our embedded reinforce pros and around the world group of designing experts will help you drive accomplishment through the usage, operations, and advancement life cycles. SAP Enterprise Support offerings change IT into a key driver of quality. Find how our bolster group can help you improve operations with fewer plans – authorizing more assets for development. Get the vital bolster keeps the business flying high. SAP Max Attention is a co-advancement and co-esteem acknowledgment offering that helps help proficiency, minimize costs, and quicken arrangement of new plans of action and capacities. To give their workforce the information and aptitudes they have to meet our key objectives – with a full suite of programming preparing and instruction courses and confirmations intended to help you augment the force of your SAP arrangements. They can help us make a far reaching preparing arrangement, deal with your ability, and enable end clients with both live and online courses.

The Company: Ras Al Khaimah Free Trade Centre

Created in 2000, Ras Al Khaimah Free Trade Zone (RAK FTZ) is one of the quickest developing and most savvy, organized commerce zones in the UAE and home to approximately 4,000+ dynamic organizations. With Ras Al Khaimah Free Trade Zone (RAK FTZ) notoriety for moderateness, adaptability and expansive geological achieve, we are quickly developing as the favored business center in the area, from which speculators, of all beginnings and commercial enterprises, can undoubtedly get to and limb into the developing markets. Ras Al Khaimah Free Trade Zone (RAK FTZ) responsibility to straightforward and client amicable methods are perceived all through the area. Our customers appreciate the broadest scope of offices and quality included administrations, and profit from key inclination, for instance: 100% expense absolution 100% outside possession Straightforward laws and regulations No confinements on capital and benefit repatriation RAK FTZ has made an arrangement of four Parks – Enterprise Park, Industrial Park, IT Park and Al Ghayl Industrial Park – that offer indistinguishable favorable circumstances and profits to financial specialists. Sponsored by enactments permitting 100 for every penny remote proprietorship, assessment free environment, straightforward laws and 100 every capital and benefit repatriation, the unhindered commerce zone is decently situated for worldwide commerce. Ras Al Khaimah Free Trade Zone Authority has four one of a kind Free Zone Parks that will suit and serve each speculator prerequisites. The three-park idea incorporates the Enterprise Park, Industrial Park and IT Park, offering workplaces, prepared stockrooms and area offices. Arranged in distinctive areas over the Emirate of Ras Al Khaimah, every park indulges the particular business premiums and exercises of the RAK FTZ financial specialist.


With deals development of more than 100 percent in 2006, and 150 percent in 2007, RAKFTZ obliges answers for client relationship administration (CRM) and land administration to best encourage the bunch’s dangerous development. RAKFTZ upheld more than 4500 organizations by 2008 from more than 106 nations covering distinctive fields of exchanging, commercial ventures, consultancies & administrations. Claimed and worked by the Government of Ras Al Khaimah, RAKFTZ is currently one of the biggest organized commerce zones in the Middle East, much appreciated in extensive part to the advanced way in which it has the capacity process financial specialist enlistment records over nine separate divisions: advertising, deals, land, designing, and organization, account, records, organization, and authentic. RAKFTZ decided to send SAP Business Suite applications for their complete usefulness and auditable, saleable, and expandable outline.

Time Period

AP Middle East North Africa (MENA) LLC, declared on eighteenth walk 2008 that the Ras Al Khaimah Free Trade Zone (RAKFTZ) has run live with SAP Business Suite, to empower its main goal to be a venture center point established on a pledge to aggregate financial specialist fulfillment.

Purpose of use

Giving the quickest and most precise conceivable transforming of client data is discriminating to the achievement of our operation, as free zone speculation enrollment and maintenance is an amazingly focused activity. SAP’s best-practice involvement in land administration and client relationship administration has brought tremendous worth to our inward courses of action, and has been essentially essential to our proceeded with fabulousness in acknowledging speculator fulfillment. Notwithstanding executing SAP Customer Relationship Management, the prime extent of the engagement was likewise to actualize programming to run center undertaking asset, arranging methodologies, including financials, controlling, human assets and materials and genuine state administration.

Company’s feedback

The adaptability and much secured SAP framework now set up backings consistent combination over RAKFTZ’s promoting workplaces placed in Dubai, Abu Dhabi, Turkey, Germany, US & India. SAP arrangements will immeasurably expand RAKFTZ’s effectiveness and client administrations serving to giving precise and on time answering to empower administration to settle on completely educated choices. The zone is very well benefitted by the SAP implementation using the SAP CRM tools to manage the information of all the zones in cloud environment. The price of the SAP CRM was also managed well due to the heavy discount given to the zone since there are four zones that have to be maintained. SAP CRM arrangements give the hearty usefulness you have to bolster all clients – confronting lines of business over your venture. From Marketing Planning to Lead Management and Forecasting Analytics, you’ll increase complete client understanding to drive advancement that separates your items and administration. Understand the profits of CRM:

  • Settle on shrewd business choices with upgraded client bits of knowledge
  • Dispense with hindrances to benefit and enhance deals productivity
  • Diminish expenses of client administration and field administration
  • Drive income and broaden business sector reach

The CRM Solution of SAP helped in managing the zones data with high level of security. CRM Security Solutions bolsters your business with:

  • System Services – An immaculate mix of extent, velocity, robustness, and an adjusted system motor for maintaining the structure for your business needs.
  • Security Consulting – Provides adjust in the middle of security and information assurance and the substances of directing business over the Internet.
  • Framework Integration – Our learned staff is prepared to create mechanical answers for meet your business objectives.
  • Custom Solutions – A custom-made fit to oblige the most confounded security and system necessities.
  • Index Services – True, high-accessibility answers for LDAP-based indexes.

The support and training of the CRM are available to the customers and the client’s 24 * 7. There are technicians available to solve any query that arises. There is end to end solution provided by the SAP to the company.


In this report SAP CRM tools have been studied along with their use and scalability. RAK unhindered commerce zone’s progressing example of overcoming adversity is a magnificent sample of SAP’s capacity to apply world-class, industry-demonstrated innovation to the Middle East locale’s most squeezing business challenges. RAKFTZ has gone from a little, manual methodology to a worldwide, altogether computerized process.

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Customer Relationship Management - SAP. (2017, Jun 26). Retrieved February 6, 2023 , from

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