CRM 2007 will also include telephony software that uses Internet Protocol, a technology SAP acquired when it bought Wicom Communications last May. The software lets companies set up a virtual call center that could include workers in remote locations, without having to invest in specialized telephony hardware, Haenisch said.

There is also an updated trade promotions management tool, which can help marketing departments manage hundreds of concurrent programs with retail stores.

The base pricing for the software hasn't changed, Haenisch said, but customers may have to pay for the new features, such as the telephony software, depending on the type of SAP license they have.

SAP's last big CRM update was CRM 2005, two years ago. Some of the new features in CRM 2007 were offered in interim releases this year, but SAP expects most customers to adopt them with CRM 2007. The software will be rolled out gradually starting this month, with widespread availability scheduled for the second quarter next year, Haenisch said.

The global CRM market is growing quickly, according to Datamonitor, pushed along by organizations that recognize the benefits of creating a positive experience for their customers. The analyst company expects worldwide CRM sales to hit $6.6 billion in 2012, up from $3.6 billion in 2006, with a compound growth rate of 10.5 percent per year.