The SAP CRM applications were initially integrated on-premises customer relationship management (CRM) software manufactured by SAP SE which targeted business software requirements for marketing, sales and service for midsize and large organizations in all industries and sectors. The first SAP CRM release 2.0 has been made generally available in November 2000. The current release 7.0 has been updated with quarterly enhancement packs (EHPs) since 2009.[1]
In 2007 SAP started to develop a cloud based CRM which has been renamed from SAP Business ByDesign CRM to Sales on Demand to SAP Cloud for Customer[2] and finally to SAP Cloud for Sales. Since 2018 SAP has consolidated all of its cloud based marketing, sales, service and commerce applications as SAP C/4HANA suite.[1]
After the acquisition of Hybris[3] in 2013, SAP has gradually realigned their CRM strategy mainly to take on the market leader Salesforce.com which is a cloud-based software. In a bid to be more competitive and future focused, SAP has been shifting towards cloud based CRM applications since 2011 rather than traditional on-premises software.[4] Still SAP CRM is being used by thousands of companies and there are according to SAP no plans to sunset the product.[5]
SAP has consolidated its CRM applications under the terms "Customer Engagement and Commerce" (CEC)[6] and since 2018 under "Customer Experience" (CX). SAP offers a variety of (partially acquired) applications:
Customer Profile Management
SAP Customer Data Cloud (acquired and formerly known as Gigya)
Marketing
SAP Marketing Cloud (formerly known as SAP Hybris Marketing)
SAP CRM Marketing (On Premises)
Commerce
SAP Commerce Cloud (acquired and formerly known as Hybris Commerce)
Sales
SAP Sales Cloud (formerly known as Cloud for Sales or C4C)
Callidus Cloud CPQ (acquired)
SAP CRM Sales (On Premises)
Service
SAP Service Cloud (formerly known as Cloud for Service or C4S)
SAP Customer Engagement Center (formerly known as Hybris Service Engagement Center)
Core Systems (acquired)
SAP CRM Service (On Premises)
SAP CRM Interaction Center (On Premises)
Billing
SAP Subscription Billing (formerly known as Hybris Revenue Cloud)
SAP Billing and Revenue Management (On Premises and formerly known as SAP BRIM or Hybris Billing)
Historyedit
SAP started working on CRM related capabilities in the early 1990s as embedded CRM modules of the SAP R/3 ERP. The "Sales and Distribution" (SD) module of SAP R/3 ERP covered functionalities for:
Customer management and Product catalog (MM).
Pre-sales actions for inquiry, activities and quotation management.
Sales order and delivery management
Pricing, tax and billing including credit management
SAP offered its first stand-alone CRM software in 2000. The initial release of "SAP CRM" 2.0 had been pushed by the acquisition of the German salesforce automation specialist Kiefer & Veittinger with its "Mobile Sales" application.[7]
In parallel to the new focus for stand-alone SAP CRM, SAP continued to invest in the embedded CRM scenarios as part of its ERP software in 2005. This allowed SAP in 2007 to copy the CRM codeline from the newly developed cloud ERP SAP Business ByDesign and to create the independent "Cloud for Sales" and "Cloud for Service" applications (also known as "Cloud for Customer"). Another example for this copy and paste approach was the decision to move the SAP CRM codelines for service and sales into the S/4HANA ERP which allowed SAP to offer the new "S/4HANA for Customer Management" option.
Major milestones of the SAP CRM development:
SAP R/3 Sales and Distribution (SD) was initially released as part of R/3 Enterprise Edition 1.0 A in 1992
SAP CRM 2000 (2.0) initially released in 2000
SAP CRM 2006 (5.0) released in 2005
SAP CRM 2007 (6.0) released in 2007
SAP CRM 2008 (7.0) released in 2009 as Part of SAP Business Suite 7.0
^ abc"What is SAP CRM? (Customer Relationship Management)". letschatsap.com. 22 August 2013. Retrieved 18 April 2019.
^"Technical comparison between S4CRM and C4C". SAP Community. 30 March 2018.
^. www.hybris.com. Archived from the original on 3 August 2016. Retrieved 31 July 2016.
^"SAP gives CRM another shot with new cloud-based suite". 22 April 2018. Retrieved 4 January 2019.
^"What's New in SAP CRM 7.0 for 2018". 22 September 2014. Retrieved 31 July 2016.
^"SAP Moves Beyond CRM With Customer Engagement and Commerce". 22 September 2014. Retrieved 31 July 2016.
^Neumann, Clas; Srinivasan, Jayaram (22 September 2014). "Mergers and Acquisitions". Managing Innovation from the Land of Ideas and Talent. pp. 225–234. CiteSeerX10.1.1.456.4494. doi:10.1007/978-3-540-89283-0_8. ISBN978-3-540-89282-3.
Sourcesedit
Kalaimani J. (2016) Implementing SAP CRM 7. In: SAP Project Management Pitfalls. Apress, Berkeley, CA. doi:10.1007/978-1-4842-1389-6_17
Yi Wu and Fengping Wu, "Notice of Retraction: Researches on SAP-CRM's application in cigarette manufacturing factory," 2011 2nd International Conference on Artificial Intelligence, Management Science and Electronic Commerce (AIMSEC), 2011, pp. 4762-4765, doi:10.1109/AIMSEC.2011.6010222.
A. D. Berdie, M. Osaci, I. Muscalagiu and G. Prostean, "A case-study about a web business application implemented in different SAP UI technologies," 2012 7th IEEE International Symposium on Applied Computational Intelligence and Informatics (SACI), 2012, pp. 111-114, doi:10.1109/SACI.2012.6249986.
Singh, S.K. and Sood, K. (2018). SAP Sales Cloud: Sales Force Automation with SAP C/4HANA. SAP Press. Rheinwerk Publishing Incorporated. ISBN978-1-493-21528-7. LCCN 2018001347.{{cite book}}: CS1 maint: multiple names: authors list (link)
Kirchler, M. and Manhart, D. and J{\"o}rg Unger (2009). Service with SAP CRM. SAP business. Galileo Press. ISBN978-1-592-29206-6.{{cite book}}: CS1 maint: multiple names: authors list (link)
External linksedit
Official website
Official website
April 08, 2024
applications, were, initially, integrated, premises, customer, relationship, management, software, manufactured, which, targeted, business, software, requirements, marketing, sales, service, midsize, large, organizations, industries, sectors, first, release, b. The SAP CRM applications were initially integrated on premises customer relationship management CRM software manufactured by SAP SE which targeted business software requirements for marketing sales and service for midsize and large organizations in all industries and sectors The first SAP CRM release 2 0 has been made generally available in November 2000 The current release 7 0 has been updated with quarterly enhancement packs EHPs since 2009 1 SAP CRMDeveloper s SAP SEInitial release1992 32 years ago 1992 Stable releaseEHP 4 v7 0 1 2009 15 years ago 2009 Operating systemWindows macOS Linux UnixPlatformCross platform software SAP C 4HANA Cloud based Available inMultilingualTypeCustomer relationship managementLicenseCommercial ProprietaryWebsiteSAP CRMIn 2007 SAP started to develop a cloud based CRM which has been renamed from SAP Business ByDesign CRM to Sales on Demand to SAP Cloud for Customer 2 and finally to SAP Cloud for Sales Since 2018 SAP has consolidated all of its cloud based marketing sales service and commerce applications as SAP C 4HANA suite 1 Contents 1 Overview 2 History 3 See also 4 References 4 1 Sources 5 External linksOverview editAfter the acquisition of Hybris 3 in 2013 SAP has gradually realigned their CRM strategy mainly to take on the market leader Salesforce com which is a cloud based software In a bid to be more competitive and future focused SAP has been shifting towards cloud based CRM applications since 2011 rather than traditional on premises software 4 Still SAP CRM is being used by thousands of companies and there are according to SAP no plans to sunset the product 5 SAP has consolidated its CRM applications under the terms Customer Engagement and Commerce CEC 6 and since 2018 under Customer Experience CX SAP offers a variety of partially acquired applications Customer Profile Management SAP Customer Data Cloud acquired and formerly known as Gigya Marketing SAP Marketing Cloud formerly known as SAP Hybris Marketing SAP CRM Marketing On Premises Commerce SAP Commerce Cloud acquired and formerly known as Hybris Commerce Sales SAP Sales Cloud formerly known as Cloud for Sales or C4C Callidus Cloud CPQ acquired SAP CRM Sales On Premises Service SAP Service Cloud formerly known as Cloud for Service or C4S SAP Customer Engagement Center formerly known as Hybris Service Engagement Center Core Systems acquired SAP CRM Service On Premises SAP CRM Interaction Center On Premises Billing SAP Subscription Billing formerly known as Hybris Revenue Cloud SAP Billing and Revenue Management On Premises and formerly known as SAP BRIM or Hybris Billing History editSAP started working on CRM related capabilities in the early 1990s as embedded CRM modules of the SAP R 3 ERP The Sales and Distribution SD module of SAP R 3 ERP covered functionalities for Customer management and Product catalog MM Pre sales actions for inquiry activities and quotation management Sales order and delivery management Pricing tax and billing including credit managementSAP offered its first stand alone CRM software in 2000 The initial release of SAP CRM 2 0 had been pushed by the acquisition of the German salesforce automation specialist Kiefer amp Veittinger with its Mobile Sales application 7 In parallel to the new focus for stand alone SAP CRM SAP continued to invest in the embedded CRM scenarios as part of its ERP software in 2005 This allowed SAP in 2007 to copy the CRM codeline from the newly developed cloud ERP SAP Business ByDesign and to create the independent Cloud for Sales and Cloud for Service applications also known as Cloud for Customer Another example for this copy and paste approach was the decision to move the SAP CRM codelines for service and sales into the S 4HANA ERP which allowed SAP to offer the new S 4HANA for Customer Management option Major milestones of the SAP CRM development SAP R 3 Sales and Distribution SD was initially released as part of R 3 Enterprise Edition 1 0 A in 1992 SAP CRM 2000 2 0 initially released in 2000 SAP CRM 2006 5 0 released in 2005 SAP CRM 2007 6 0 released in 2007 SAP CRM 2008 7 0 released in 2009 as Part of SAP Business Suite 7 0 SAP Business ByDesign Cloud ERP including CRM initially released in 2007 SAP Cloud for Customer initially released in 2011 Hybris acquisition in 2013 and afterwards renaming of its CRM portfolio to SAP Hybris Customer Engagement and Commerce in 2014 CallidusCloud CPQ Sales Enablement and Coresystems Field Service acquisition in 2018 Introduction of SAP S 4HANA for Customer Management in 2018 which added the SAP CRM 7 0 service and sales capabilities to S 4HANA ERP core SAP C 4HANA Customer Experience announced 2018 SAP C 4HANA is an umbrella term for SAP s combined customer experience products See also editList of SAP productsReferences edit a b c What is SAP CRM Customer Relationship Management letschatsap com 22 August 2013 Retrieved 18 April 2019 Technical comparison between S4CRM and C4C SAP Community 30 March 2018 SAP Hybris www hybris com Archived from the original on 3 August 2016 Retrieved 31 July 2016 SAP gives CRM another shot with new cloud based suite 22 April 2018 Retrieved 4 January 2019 What s New in SAP CRM 7 0 for 2018 22 September 2014 Retrieved 31 July 2016 SAP Moves Beyond CRM With Customer Engagement and Commerce 22 September 2014 Retrieved 31 July 2016 Neumann Clas Srinivasan Jayaram 22 September 2014 Mergers and Acquisitions Managing Innovation from the Land of Ideas and Talent pp 225 234 CiteSeerX 10 1 1 456 4494 doi 10 1007 978 3 540 89283 0 8 ISBN 978 3 540 89282 3 Sources edit Kalaimani J 2016 Implementing SAP CRM 7 In SAP Project Management Pitfalls Apress Berkeley CA doi 10 1007 978 1 4842 1389 6 17 Yi Wu and Fengping Wu Notice of Retraction Researches on SAP CRM s application in cigarette manufacturing factory 2011 2nd International Conference on Artificial Intelligence Management Science and Electronic Commerce AIMSEC 2011 pp 4762 4765 doi 10 1109 AIMSEC 2011 6010222 A D Berdie M Osaci I Muscalagiu and G Prostean A case study about a web business application implemented in different SAP UI technologies 2012 7th IEEE International Symposium on Applied Computational Intelligence and Informatics SACI 2012 pp 111 114 doi 10 1109 SACI 2012 6249986 Kale V 2014 Implementing SAP CRM The Guide for Business and Technology Managers Taylor amp Francis ISBN 978 1 482 23142 7 LCCN 2014033351 Singh S K and Sood K 2018 SAP Sales Cloud Sales Force Automation with SAP C 4HANA SAP Press Rheinwerk Publishing Incorporated ISBN 978 1 493 21528 7 LCCN 2018001347 a href Template Cite book html title Template Cite book cite book a CS1 maint multiple names authors list link Kirchler M and Manhart D and J o rg Unger 2009 Service with SAP CRM SAP business Galileo Press ISBN 978 1 592 29206 6 a href Template Cite book html title Template Cite book cite book a CS1 maint multiple names authors list link External links editOfficial website Official website Retrieved from https en wikipedia org w index php title SAP CRM amp oldid 1199262669, wikipedia, wiki, book, books, library,
