Figure 1 shows the relationship between SAP CRM, SAP Business Warehouse (BW), and external systems. Key features of the SAP CRM system include Account & Contact Management, Service Request and Inquiry Management, Activity Management, Sales Planning and Sales Forecasting, and Marketing Segmentation. External systems include SAP ECC, the to be ATOM system, SAGE, and SCM system.
The Account & Contact management system in SAP CRM will serve as the centralized system for customer database as the baseline for further sales, marketing, and service activities.