SAP Overview - Web Channel

SAP Overview - Web Channel

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SAP CRM provides a Web channel application that enables you to turn the Internet into a profitable sales, marketing, and service channel for consumers and businesses. With SAP CRM, you can empower your customers with a personalized Web experience and convenient self-services. Plus, the application delivers a fully integrated Web channel platform, helping you strengthen sales and service operations while reducing transaction costs and customer service calls.

SAP CRM enables a complete range of Web channel processes, including:

• Support demand generation and customer loyalty processes via the Internet.
• Personalize your customers' Web experiences with the most relevant and convenient online interactions and information.
• Generate additional revenue through a Web-based channel via comprehensive support for catalog management, content management, campaign execution, customer segmentation, personalization, and a store locator.

• Run business-to-consumer (B2C) or business-to-business (B2B) selling processes on the Internet.
• Enable a full range of online selling processes, including quote and order management, pricing and contracts, interactive selling and configuration, web auctions, and selling via partners.
• Streamline sales and fulfillment operations with an end-to-end order-to-cash process.

• Offer your customers an intuitive channel to perform service tasks, from requesting a service visit to logging a complaint or registering a product.
• Enable customers to perform service-related tasks such as checking order status, obtaining order tracking information, managing accounts and payments, and researching and resolving product problems.
• Service complex products that require sophisticated maintenance.

• Gain insight into, analyze, and act on e-business trends.
• Measure and optimize the success of your Web shop and online content.
• Perform analysis across the breadth of marketing, sales, and service from a Web perspective, and track and use Web behavior to target customers and drive future marketing activities.