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:
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:
- Marketing to Opportunity
- Customer Contract Management
- Order-to-Cash (Project-Based Services)
- Order-to-Cash (Standardized Services)
- Order-to-Cash (Sell-from-Stock)
- Order-to-Cash (Third-Party Order Process)
- Order-to-Cash (Specified Products)
- Over-the-Counter Sales
- Request to Resolve
- Field Service and Repair
- Customer Return Management
- Product Catalog Management
- 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.
How can sales methodologies and opportunities be tracked and executed?
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.