SAP has retooled its CRM solution, mySAP Customer Relationship Management (mySAP CRM 3.1), so that it is now a fully portal-based product that is, according to John Grozier, group director of product marketing for mySAP CRM, a people-centric solution designed to provide connected CRM, collaborative CRM, people-centric CRM and industry-centric CRM to its users. The portal technology provides users with access to role-based information across multiple applications, data sources and Web services, and the mySAP CRM Analytics tools are designed to enable companies to measure, predict, plan and optimize customer relationships.

SAP'S new presentation technology, the portal-delivered Web Dynpro, is designed to allow users to tailor the way they interact with the CRM application and adapt to the role of an individual user, so that he or she can now can aggregate both structured content from business applications and unstructured data from multiple sources by simply dragging information from one application into another.

New workforce management features include tools for short-term staffing forecasts, skill-based assignments and reporting in multichannel environments, as well as the ability to allocate resources to adjust for seasonal shifts in employee availability.

A new mobile engine for mySAP CRM provides extended mobile functions for sales and service representatives, allowing them to initiate orders, access accounts and maximize sales opportunities. New incentives and commissions management functionality provides tools to help align sales representative behavior with the overall goals of the selling organization.

The availability of the CRM solution will be supported by new functions of the SAP Solution Manager from mySAP Services. This tool provides support during all project phases of an implementation to facilitate a smooth start, professional deployment and ongoing optimization of a mySAP.com solution.

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