Hi,
CRM maps the Business Communication which opens and create
profitability analysis through Channel
managment,marketing,sales,services,interaction services and
E-commerce.
1) Channel managment: SAP CRM empowers organizations to
manage partners and enables channel partners to effectively
serve their customers, resulting in a more profitable and
loyal indirect channel. Organizations can more effectively
collaborate with and leverage channel partners to better
market to, sell to and service end customers.

2) E-commerce: SAP CRM provides an e-commerce platform that
enables companies to turn the Internet into a profitable
sales and interaction channel for both business customers
and consumers. Companies can strengthen sales and service
operations with a fully integrated Web channel while
reducing transaction costs and customer service calls.

3) Field Application managment: it includes field activity
management, Field Opportunity management, Field Quotation
and Order management,Field Service order management.

4) Interaction Center: SAP CRM Interaction Center is a
strategic delivery channel for service, sales, and marketing
efforts across all contact channels to maximize customer
loyalty, reduce costs, and boost revenue. It provides agents
with the tools they need to seamlessly handle in- or
outbound transactions, all on a single business platform
that unites the front and back office.

5) Marketing: It includes Campaign management,Customer
segmentation,Lead management,Marketing planning.

6) Sales: It includes Account and contact
management,activity management, contract
management,Incentives and commission management,opportunity
management,Sales planning and forecasting and Territory
management.

7)Service Management: it includes Case management,Complaints
and Returns management and Service order management.

Thank you.