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Accenture views customer relationship management as a powerful set of strategy, practices and solutions.
Organizations must maintain a strong customer-centric focus to protect their market share while dealing with eroding customer loyalty, unpredictable demand, complexity, costs, uncertainty and risk. Many rely on innovative customer relationship management (CRM) solutions, enabled by SAP technology, to acquire, retain and enhance value to customers.
Accenture solutions built on SAP CRM technology provide for integrated, industry-specific processes to support customer-facing departments in marketing, sales and service. They also offer powerful analytics and enable a 360-degree view across all customer touch points and channels, including the Internet, interaction centers, field reps and channel partners.
Backed by experience and research, Accenture has methods and tools to help organizations develop SAP CRM 7.0-based solutions to power distinctive capabilities—the unique ways of doing business that set them apart from the competition. Accenture research shows that distinctive capabilities are one of the three essential building blocks (along with market focus and position and performance anatomy) of high performance.
Explore a variety of ways your organization can benefit from Accenture’s CRM experience:
Featured Client Successes
Learn how Accenture helped Vitens by using SAP NEXT project and SAP CRM solutions to shift to a process-oriented organization and to achieve high performance.
Learn how Poste Italiane transformed customer relationships to define next-generation postal services—progress that is boosting profitability and, ultimately, helping the postal organization achieve high performance.
Leader in CRM process excellence. Accenture is widely acclaimed as the leading provider of CRM services and solutions, helping organizations rethink their CRM strategies and improve CRM processes. Accenture is named by Gartner as a leading CRM service provider1.
Deep industry experience. Our industry experience is translated into integrated business and industry data models, key performance indicators and SAP-based industry solutions that help organizations maximize the effectiveness and financial impact of their CRM and sales and marketing functions. For example, the Accenture Easy to Run Solution for SAP CRM offers a wide range of modular, integrated, industry-specific scenarios to help organizations deliver a complete SAP-based CRM solution quickly and safely.
Extensive experience as SAP’s distinguished implementation partner. We have more than 30,900 SAP practitioners, more than 1,500 clients served and 20 SAP Pinnacle Awards (more than any other partner). We have some 8,000 trained SAP CRM consultants and technologists who deliver projects around the world. Accenture collaborated with SAP to help design, develop, test and accelerate releases of SAP CRM, and we continue to work with SAP on CRM-related solution development initiatives. Among our recognition from SAP, we have received three SAP Pinnacle Awards for excellence in providing high-quality CRM solutions and services to our clients, a SAP Diamond Circle Award for our work with Electricité de France [Link to come] in delivering one of the largest SAP CRM implementations in the world, and a SAP Expertise Partner Award for CRM for the last five years.
Scale, flexibility and global footprint. We have more than 20 Global Delivery Centers with SAP capability; two Accenture Innovation Centers for SAP in Walldorf, Germany, and Bangalore, India; and one Accenture Delivery Suite for SAP—all to meet the full spectrum of our clients’ needs. Additionally, the Accenture Centers of Excellence for SAP Upgrades, located in Berlin and Bangalore, serve as SAP upgrade factories that focus on applying and augmenting the tools (such as Accenture's proprietary assessment tool for SAP CRM upgrades), the solutions (such as the Accenture Easy to Run Solution for SAP CRM) and the architectures (such as the Accenture Service-Oriented Architecture for SAP CRM Solution) needed to optimize business value through an upgrade project.
*Source: Gartner Inc., "Magic Quadrant for CRM Service Providers, North America" May 20, 2009, Matthew Goldman, Ed Thompson; “Magic Quadrant for CRM Service Provides, Europe” May 27, 2009, Matthew Goldman, Ed Thompson. The Magic Quadrant is copyrighted 2009 by Gartner, Inc. and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner's analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the "Leaders" quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
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