Take Advantage of New Sales and Service Functionality in SAP CRM 7.0

by Matt Mantooth, Education Consultant in the SAP CRM and SAP NetWeaver Administration Curriculum, SAP (July 2009)

Discover how upgrading to SAP CRM 7.0 can provide you with new tools to help your sales and service teams. Additions in this release include the ability to display expired contracts and the ability to create ERP quotes.

Categories: CRM, SAP CRM 7.0, Sales, Service Management

Key Concept

Part of SAP Business Suite 7.0, SAP CRM 7.0, which became generally available in May 2009, includes significant changes in all areas of CRM, including sales, service, marketing, and technology. This release also features the new CRM WebClient UI, which enables you to access content based on your business role, rather than using transaction codes.

The upgrade from SAP CRM 2007 to SAP CRM 7 .0 adds new functionality and enhancements to help improve your business processes. One company recently implemented SAP CRM 7.0 to replace the host of different platforms it was using to handle issue management for its 14 million customers. The company was able to increase its first contact resolution rates from 65% to 90%, and it also increased its customer satisfaction index by 20%.

I’ll review key new pieces of functionality in each area and go into detail on some of the enhancements in the sales and service areas. I’ll provide insight into the significant functions that these upgrades offer and encourage you to investigate the items that are most important to you.

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