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This is the first blog in a set of documents which help you to get an overview on all customer engagement capabilities (aka CRM) in SAP Business ByDesign (ByD).

First of all it is important to understand that the customer engagement capabilities of ByD go far beyond traditional CRM solutions. Those focus just on managing the high touch sales and presales process. ByDesign customer engagement and commerce (CEC) allows to manage not only the end-to-end process from first contact to invoicing but also the execution of orders and contracts all in one system.

This means all your employees in marketing, sales, sales back office but also in logistics, purchasing and financials will work with:

the same data, in one in-memory database and the very same user interface.

Additionally ByDesign 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.

The SAP Business ByDesign customer engagement and commerce provides:

Marketing and presales communication:

  • Campaign Management with direct mail execution, phone, letter or custom channels.
  • Generate activities and sales documents as response including campaign specific pricing
  • Track responses to measure the success of your campaign
  • Account, Contact, Competitor, Activity & Lead Management

Low-touch sales with commerce integration

  • Internet sell from stock & service using open interfaces
  • Point-of-Sales integration
  • Over-the-counter sales
  • Account & Contacts, Product Catalog, Pricing, Tax, ATP, Contract, Order, Invoice

High-touch sales from lead to order execution & invoicing

Project-based service & standard service execution & invoicing

Built-in price & tax engine, customer analytics and collaboration

  • Powerful price and tax calculation
  • Customer 360 and profitability analysis
  • Opportunity pipeline simulation
  • Sales target planning and tracking
  • Embedded Multi-Channel Communication with the collaboration window
  • Groupware integration

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  1. 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?





    1. Jan Matthes 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.

      Hope this helps!




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