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SAP Customer Relationship Management


SAP CRM 2007 (6.0) SP 14

Based On

SAP NetWeaver 7.0 SPS 29

Documentation Published

April 2013

SAP Customer Relationship Management (SAP CRM) is a comprehensive solution for managing your customer relationships. It supports all customer-focused business areas, from marketing to sales and service, as well as customer interaction channels, such as the Interaction Center, the Internet, and mobile clients.

SAP CRM is part of SAP Business Suite.

The SAP CRM documentation offers a comprehensive description of the functional scope of SAP CRM and highlights the relationship among the application, the underlying technologies, and the business scenarios. It comprises several parts:

  • Business scenarios

  • Components and functions

  • Analytics

  • Data exchange and mobile technologies

Implementation Considerations

This documentation is intended for consultants and project team members who want to know the functional possibilities of SAP CRM in detail. It forms the planning basis for the installation, configuration, and continual optimization of SAP CRM. The documentation is not intended for business users. It does not contain instructions on installation or configuration.


  • Installation and upgrade guides as well as the SAP CRM Master Guide are included in the software shipment or can be downloaded from SAP Service Marketplace under

  • Configuration information is only available in SAP Solution Manager.

  • You can find the e-learning offering for SAP CRM on SAP Service Marketplace under

  • For business users, a separate set of documentation is available. Business users can access the documentation from the user interface. For more information, see Help Center.