Use Cases and Deployment Scope
- To support users through service tickets/case management.
- As an end customer solution supporting financial case management.
SAP is best known as an ERP vendor and their enterprise CRM product tends to be used by customers who are already using SAP's ERP other solutions. SAP CRM also includes marketing resource management (MRM) capabilities.
SAP has recently combined SAP CRM with analytics, mobile, collaboration, and social media capabilities under the moniker SAP 360 Customer.
SAP also offers CRM solutions for SMB customers with their Business ByDesign product