Introduction to mySAP CRM

mySAP Customer Relationship Management (mySAP CRM) is a complete multi-channel suite
supporting all customer-facing lines of business across marketing, sales, and service, as well as
customer interaction channels such as the Interaction Center, the Internet, and mobile clients.
It provides you with:
n Cross-industry and industry-specific end-to-end Business Processes
n Flexible and process-based deployment options
n An open, adaptable technology platform, powered by SAP NetWeaver
At the center of mySAP CRM is the SAP CRM server, which consists of CRM Enterprise functions,
CRM Middleware, and various adapters. mySAP CRM enables communication channels between the
CRM system and Mobile Clients, Handhelds, the Internet, and telephones or E-mail. SAP ECC or R/3
systems can be used as backend systems, whereas Business Intelligence (BI) in SAP NetWeaver and SAP
Supply Chain Management enhance the spectrum of functions.


The business scenarios that are presented here serve as examples of how you can use SAP software
in your company. The business scenarios are only intended as models and do not necessarily run
the way they are described here in your customer-specific system landscape. Ensure to check your
requirements and systems to determine whether these scenarios can be used productively at your
site. Furthermore, we recommend that you test these scenarios thoroughly in your test systems to
ensure they are complete and free of errors before going live.
n This document does not contain information about industry scenarios. For information about
industry scenarios, see the corresponding Industry Solution Master Guide. You can find a list of Industry
Solution Master Guides in Appendix