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Author's profile photo Jan Matthes

Overview on SAP Business ByDesign Customer Experience (aka CRM)

To get an overview on SAP Business ByDesign embedded CRM it is important to understand that the capabilities to support the customer journey in ByD go far beyond traditional CRM solutions. Those very often just focus on providing point solutions for high touch sales, presales, service or marketing as stand-alone best-of-breed application.

SAP Business ByDesign CRM allows to manage the end-to-end process from campaign to invoicing and also the execution of orders and contracts for service and materials – all in one system. The following links give you details on each of the areas including demos and screenshots. In section two you find details how to integrate any 3rd party CRM application to the digital core:

1. Marketing and pre-sales management for high-touch sales

2. Low-touch sales with commerce, point-of-sale or portal integration

3. Order-to-Cash for materials and services (low and high-touch sales model)

4. Service execution for projects, standard and repair services

5. Customer analytics, mobility, pricing and collaboration

So with the embedded CRM of ByDesign all your employees in marketing, sales, sales back office and service share the same system with logistics, purchasing, human resources and financials. They all work with the same data, in one in-memory database and the very same user interface. Here are the most important customer engaging business scenarios:

  1. Marketing to Opportunity
  2. Customer Contract Management
  3. Order-to-Cash (Project-Based Services)
  4. Order-to-Cash (Standardized Services)
  5. Order-to-Cash (Sell-from-Stock)
  6. Order-to-Cash (Third-Party Order Process)
  7. Order-to-Cash (Specified Products)
  8. Over-the-Counter Sales
  9. Request to Resolve
  10. Field Service and Repair
  11. Customer Return Management
  12. Product Catalog Management
  13. Rebate Management

Additionally ByDesign CRM allows to integrate your low-touch sales channels like webshop, ticketing or point-of-sales and it allows to automate also 3rd party execution of orders – either for materials, standard services or project-based services.

Here you can find all ByD CRM related blog posts.


List of ByDesign CRM Blogs

Marketing Budget and Campaign Planning

Sales and Management collaboration with Microsoft Teams

Subscription Revenue Analysis

Insight-to-Action: Create target groups from reports

What is the SAP Business ByDesign Commerce Add-on?

What is the difference between SAP Business ByDesign embedded CRM and best-of-breed CRM?

How can ByDesign embedded CRM support mobility?

How can sales managers track what should, might and has been achieved?

How can 3rd party solutions be integrated to SAP Business ByDesign CRM?

How can sales methodologies and opportunities be tracked and executed?

What is SAP Business ByDesign customer analytics?

Sign-up for a free online training with exercises in demo systems and certification on SAP Business ByDesign CRM

This blog is the entry point for a set of documents which help you to get an overview on all customer engagement capabilities (aka CRM) in SAP Business ByDesign. It will be continuously updated and provides links to more detailed blogs, videos and documents.

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      Author's profile photo Jan Matthes
      Jan Matthes
      Blog Post Author

      If you miss a basic overview on ByDesign overall here is the business scenario explorer which also includes the customer engagement scenarios:


      Here are the most important from CRM perspective:




      Author's profile photo Krishnendu Laha
      Krishnendu Laha

      Hi Jan,


      Thanks for nice blog and overview. So If I understand correctly, “SAP Business ByDesign Customer Engagement ” is a product for SMB which gives mix of ERP and CRM with required functionalities. To have edge and more value to the SMB customer, it has value edition.


      My question, is there a Roadmap to move from “SAP Business ByDesign Customer Engagement ”  to full fledge Marekting like Hybris Marketing or to Sales liek SAP C4C?





      Author's profile photo Jan Matthes
      Jan Matthes
      Blog Post Author

      No, ByDesign is a cloud ERP which addresses SMB customers (up to 1500 employees) and offers lots of customer engagement (or CRM) capabilities e.g. marketing-to-oppotunity, order-to-cash, project-based service…. it includes als SCM, SRM, HCM and of course FIN. In parallel SAP offers also line-of-business applications like Hybris Marketing, C4C which are stand-alone products without ERP.

      Here you can read more:


      Hope this helps!