SAP

SAP CRM

8.4 /10

What is SAP CRM?

Provide marketing, sales, and service professionals with complete customer intelligence to manage relationships and customer-related processes. Our customer relationship management products enable you to define customers based on their industry and personalize the customer experience.

Company Details

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Awards & Recognition

SAP CRM won the following awards in the Customer Relationship Management - Enterprise category

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1 Top Rated Capabilities

0 Top Rated Features

Latest Award, 2024

3 Top Rated Capabilities

1 Top Rated Features

2023

1 Top Rated Capabilities

0 Top Rated Features

2022

SAP CRM Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on SAP CRM.

83 Likeliness to Recommend

95 Plan to Renew

81 Satisfaction of Cost Relative to Value

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Emotional Footprint Overview

+82 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love SAP CRM?

2% Negative

9% Neutral

89% Positive

Pros

Trustworthy
Fair
Acts with Integrity
Respectful

Feature Ratings

Average 79

Sales Management

Lead Management

Activity and Workflow Management

Collaboration

Account and Contact Management

Marketing Management

Customer Service Management

Analytics and Reporting

Quote Contract and Proposal

Telephony and Call Center Management

Mobile

Vendor Capability Ratings

Average 79

Quality of Features

Vendor Support

Business Value Created

Ease of Data Integration

Breadth of Features

Ease of Customization

Ease of IT Administration

Ease of Implementation

Product Strategy and Rate of Improvement

Usability and Intuitiveness

Availability and Quality of Training

SAP CRM Reviews

Omer E.

Role: Student Academic
Industry: Technology
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Aug 2024

Not bad, not great but good

Likeliness to Recommend

8 /10

What differentiates SAP CRM from other similar products?

Integration with SAP Ecosystem: One of SAP CRM’s strongest differentiators is its seamless integration with other SAP modules and enterprise solutions, such as SAP ERP, SAP S/4HANA, and SAP SuccessFactors. This deep integration ensures consistent data flow across various business functions and supports comprehensive end-to-end business processes.

What is your favorite aspect of this product?

My favorite aspect of SAP CRM is its integration with the SAP ecosystem. This deep integration allows for seamless data flow across various SAP modules and enterprise solutions, such as SAP ERP and SAP S/4HANA. It ensures that customer data and processes are synchronized across the organization, providing a comprehensive view of business operations and enhancing overall efficiency. This integration is particularly valuable for large enterprises with complex systems and processes, as it helps create a cohesive and unified approach to managing customer relationships.

What do you dislike most about this product?

One of the main drawbacks of SAP CRM is its complexity and steep learning curve. The platform’s extensive features and deep integration with other SAP solutions can make it challenging for new users to navigate and fully utilize all its capabilities. This complexity often requires significant training and may involve a longer implementation period compared to more user-friendly CRM systems. Additionally, the customization options, while powerful, can be overwhelming and may require specialized knowledge or external consulting to optimize effectively.

What recommendations would you give to someone considering this product?

Assess Your Needs Thoroughly: Clearly define your CRM requirements, including sales, marketing, customer service, and analytics needs. Ensure that SAP CRM’s features align with your business goals and processes. Understand the Complexity: Be aware of the platform’s complexity and the steep learning curve associated with it. Consider whether your team has the necessary expertise or if you’ll need additional training or consulting services to effectively implement and use SAP CRM.

Pros

Performance Enhancing
Inspires Innovation
Client Friendly Policies
Helps Innovate

Vinícius S.

Role: Sales Marketing
Industry: Technology
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Apr 2024

Easy to use, but a bit pricey

Likeliness to Recommend

7 /10

What differentiates SAP CRM from other similar products?

SAP CRM stands out due to its comprehensive suite of customer relationship management tools, seamless integration with other SAP solutions, and robust customization options tailored to enterprise-level businesses.

What is your favorite aspect of this product?

The extensive functionality and integration capabilities of SAP CRM, which streamline customer relationship management processes across the entire organization.

What do you dislike most about this product?

The complexity of implementation and customization can be challenging, requiring significant expertise and resources to fully leverage the platform's capabilities.

What recommendations would you give to someone considering this product?

Prioritize thorough planning and assessment of organizational needs before implementation, and consider engaging with experienced consultants or partners for guidance throughout the process. Additionally, invest in comprehensive training for users to ensure successful adoption and utilization of SAP CRM.

Pros

Reliable
Performance Enhancing
Enables Productivity
Saves Time

Cons

Less Transparent

Ayush D.

Role: Sales Marketing
Industry: Food and Beverage
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Mar 2024

Fantastic Product

Likeliness to Recommend

10 /10

What differentiates SAP CRM from other similar products?

Integration with SAP ERP Comprehensive Suite of Solutions Industry-Specific Functionality

What is your favorite aspect of this product?

Customization and Extensibility Scalability and Performance Unified Customer Experience

What do you dislike most about this product?

Cost of Ownership Customization Challenges Integration Complexity

What recommendations would you give to someone considering this product?

Engage Stakeholders Invest in Training and Change Management Consider Customization and Integration Needs

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

SAP CRM

What is SAP CRM?

Company Details

Need Assistance?

Awards & Recognition

SAP CRM Ratings

83 Likeliness to Recommend

95 Plan to Renew

81 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+82 Net Emotional Footprint

How much do users love SAP CRM?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Sales Management Lead gen, pipeline management, team & geography-based assignment. Compensation & contract management. Ability to pull customer data from the social cloud.

Lead Management Track and optimize prospective customers through lead generation, customer inquiry and capture, filtering, grading distribution, and contact/lead nurturing.

Activity and Workflow Management Text or code-based and visual workflow designers.

Collaboration Includes ability to view, share and direct work between co-workers in real or near real-time.

Account and Contact Management Customizable records with customer demographic information, account history, and billing information.

Marketing Management Multi-channel campaign management and analytics, budget tracking, click-to-lead capabilities, and social property management, keyword mining, and analytics.

Customer Service Management Includes case and ticket management, automatic escalation rules, advanced resolution tools, multi-channel integration, and in-band response capabilities.

Analytics and Reporting Includes historical & real-time dashboard visualizations, detailed & summary reporting and easy data extraction for data analysis.

Quote Contract and Proposal Includes web portals, quoting capabilities, order tracking and fulfillment, and rapid deployment templates for e-commerce sites.

Telephony and Call Center Management Computer-telephony integration for bringing call info into the CRM suite. Advanced call recording, scripting, queuing, and Interactive Voice Response (IVR).

Mobile Ability to support multiple devices, OSes and platforms using mobile optimized, HTML-based web access and/or native applications.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

SAP CRM Reviews

Omer E.

Not bad, not great but good

Likeliness to Recommend

Pros

Vinícius S.

Easy to use, but a bit pricey

Likeliness to Recommend

Pros

Cons

Ayush D.

Fantastic Product

Likeliness to Recommend

Pros

Most Popular SAP CRM Comparisons

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Oracle CX Sales

Infor CRM

Oracle PeopleSoft CRM

Zoho CRM

Feature Ratings

Sales Management

Lead Management

Activity and Workflow Management

Collaboration

Account and Contact Management

Marketing Management

Customer Service Management

Analytics and Reporting

Quote Contract and Proposal

Telephony and Call Center Management

Mobile

Vendor Capability Ratings

Quality of Features

Vendor Support

Business Value Created

Ease of Data Integration

Breadth of Features

Ease of Customization

Ease of IT Administration

Ease of Implementation

Product Strategy and Rate of Improvement

Usability and Intuitiveness

Availability and Quality of Training