It is a part of SAP Business Suite to manage customer relationship.
It supports all customer-focused business areas such as marketing, sales and service.
It is implemented for different customer interaction channels, such as Interaction Centre, Internet, and mobile clients (hand-held devices like laptop, mobile, etc.).
CRM Analytics, a component of SAP CRM, enables your organization to gather all relevant information about various key factors such as a customer and analyze this knowledgebase to incorporate insights into operational processes and strategic decision-making.
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