SAP CRMUsed by 73% Professionals

SAP CRM Reviews

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4.1

/5

(Alternatives.co rating)
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SAP CRM and Customer Experience (CX) solutions make it simple to handle all client-related activities. You may use SAP to integrate real-time company data to boost loyalty, revenue, and client retention, as well as simply manage sales orders, contracts, and closing deals.

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SAP CRM
4.2
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G2
3.9
Top Comments by G2
Positive Comments
  • Martin B.Semesterpraktikant
    Review
    5.0

    What I like most is the far-reaching possibility to manage marketing expenses or all marketing tasks under the tool and, above all, organize all downstream elements as quickly as possible. All this works especially well because the front end is always very clearly structured and you always have an overview. One thing I noticed negatively at the time was the somewhat long changeover time. The numerous tutorials or even PDF documentations are helpful, but in the mass of a major restructuring, it could all be made much easier. All in all, I can only recommend the very good training courses from SAP here for the future. As mentioned earlier, SAP training should be used to ensure a quick transition from competing software. Likewise, closer contact should be established with the other departments beforehand, as an agile way of working will start in the company thanks to SAP. We switched to SAP at that time because we wanted to make our resource planning more efficient. The biggest problem was said planning and is now solved very well. All the different work packages from HR, Sales and Marketing can be reconciled with each other and are displayed very nicely thanks to the reports.

  • JISMON J.Branch Relationship Manager
    Review
    4.5

    Provides industry leading marketing solution like multichannel campaigns,social media marketing,cloud management etc... It helps to focus on customer orient sales process.it was easy to learn and customizable tool.this tool is also great for storing and organising data. Sap needs more user friendly.this software is quiet complex because of this.some problems with the client arises.much more due to misinformation of the user than the tool itself. Code based transactions slow the system some times.one of my client was said the above pros. You want to easily manage your business .like to manage your client and information.and need a sales forecast.you must go with sap CRM it will help you to grow your business with clent satisfaction. Interaction with clients was so easy.i used to store information of our clients information and data.i and I also uses email management,lead management,contact management effectively with the help of this tool

  • Shraboni R.Analyst
    Review
    4.0

    SAP CRM helps organisations and industries to analyse and assist in customer management. It is instrumental in the Marketing and sales sector by giving a forecast and plan on handling customers' needs and wants and the quality of services. It helps businesses build good customer relationship .SAP CRM can be used in devices such as tablets, smartphones and company portals as well, thus making it easily accessible. As far as I have noticed, this software, as compared to other modules in Sap, is not a bit user-friendly and also takes a lot of time when doing a big task also, if there is any fault, you cannot go back. So I felt it is a major drawback. SAP CRM is solving many problems not only at an individual level but at the organisational level. As it is based on customer outcome, it is the most loved SAP module and gives insight into the customer's needs or if they are facing any issues.

Negative Comments
  • Keegan M.Sales Development Manager
    Review
    0.5

    Having the ability to cross reference service activities with sales opp under the same menu is helpful in planning. I will say from a price list perspective it can be quite helpful when drawing multi-country, multi-currency familiarity. SAP CRM is just so inflexible, slow, difficult to make corrections in a timely manner. It's truly built for inventory management and supply chain planning, as for reporting of customer engagement, sales process, or relationship mapping, its truly dreadful. What I find striking is that for a data based organization, there is so little design or functionality in making the quoting and reporting function much more stream lined and accessible to most teams. Since our entire organization is on this platform, I would ideally like to be able to map out Key organizations, defining fit for strategic initiatives, be able to capture local level activity, and truly build out a strategy, though this product is just too inflexible to do so. There are basic functions to integrate Outlook which we've incorporated, though its not an automated approach, for example just far too many click and drop down options just to attach an email to an opportunity. When we talk about marketing leads that come in, its how you build it out, its difficult a best to define trends or common customer threads within SAP as reporting of these metrics are clear and how to design templates is just poor. From a company planning and sales development activity SAP is just not the correct solution to be exploring. We use it primarily for quoting, service scheduling, and parts planning.

  • Sudeep K.Enterprise(> 1000 emp.)
    Review
    1.0

    Honestly, there's nothing I liked in SAP CRM. The integration with ERP is robust but there can be problems at times e.g. BDoc stuck. The best part though is the entire SAP stack works well and the different SAP modules works well with each other. SAP CRM provides a good monitoring tool as well as the transactions for bdoc error resolution. We can also (sort of) automate the retrynig bdoc issues. UI, Problematic integration, no provision to reuse the data from ERP (e.g. Business Partners are copied entirely from SAP IS-U to SAP CRM). In theory, there should be a provision to reuse the base data from the ERP and maintain CRM specific information in CRM. The automatic refresh is not available, the search screen is quite complicated, the fuzzy search is there but not upto the mark. The BDOC errors are in volume. I know a few implementation where the support team keeps on resolving the bdoc issues. Go with the cloud version rather than SAP CRM standard on-premise edition. Haven't used it yet since the product is not yet mature w.r.t. the domain we are in but should be good. The integration of on-prem version is robust though especially with other SAP modules. The SAP CRM implementation is to use for a business process (not exactly a problem solving such as ServiceNow). The CRM implementation is done so as to empower the customer care executive in order to retrieve the customer information as quick as possible and to serve the customer effectively and efficiently in the mininal possible time.

  • Erich R.Co-founder & CSO
    Review
    1.0

    Like many of the other solutions, this product is a good fit if you're company is already using the SAP ERP. The integration, since it's owned by the same company, is a bit tigher than average. However, the CRM itself is not one of the big three. I've not seen this CRM at any company we've implemented software for except for one firm in the past few years. Lack of robust ecosystem like Salesforce.com CRM. Difficult to integrate and run if you're not using SAP ERP. Customization is bit harder than other CRMs. The main three companies I would consider, if I were in the market for an ERP are SFDC, Microsoft Dynamics, or Oracle CRM On Demand solution. The SFDC solution is usually the most costly, but many consider it to be one of the best all around solutions. Microsoft sells a very compelling product that is a little less costly. It really depends on the needs of your company and the budget.

GetApp
4.2
Top Comments by GetApp
Positive Comments
  • Anonymous ReviewerRetail
    Review
    5.0

    This is been a great tool to help us better serve our customers

  • Giuseppe P.Telecommunications
    Review
    5.0

    Buona esperienza, ottimo database ma per il CRM va snellito e alleggerito il processo di ricerca

  • fernando s.Facilities Services
    Review
    5.0

    No Comments

Negative Comments
  • Anonymous ReviewerInformation Technology and Services
    Review
    1.0

    I solved absolutely nothing with it.

  • John L.
    Review
    1.0

    Switched from AS400 to SAP/CRM .. So slow. So complex. Too much ability to move information around on the screens. Too much white space. Too much information that is not used at all on every screen. NO AUTOMATED REPORTS.

  • Stephan D.
    Review
    1.0

    I am working with hubspot in one company and SAP crm with the other and the ease of use of hubspot is wonderful compared to SAP

Trustradius
4.3
Top Comments by Trustradius
Positive Comments
  • Verified User
    Review
    4.5

    1. Data on one central platform as a single source of truth that includes all necessary Data for the Sales Reps 2. 360-degree view of the customer, which also includes useful information about recent and future activities, quotes, competitors, partners, etc. 3. Far reaching information about the sales cycle to enable faster decisions about which step to take next for which customer. This is possible by a clear Lead- and Opportunity Management that leaves a clear picture about every step in various sales cycles. 4. Pipeline Management helps the sales rep to anticipate the revenue within an accurate forecast and gives the management planning security 5. Visit Management empowers the sales reps to reduce the time spent planning visits and creating clear follow-up tasks to support the customer
    The SAP Sales Cloud is especially well suited for existing SAP customers as the integration within a homogeneous landscape is phenomenal. When fully integrated, the sales rep is able to see everything that happened in the ERP and can even trigger follow-up processes like an order. Furthermore, the open API-Management allows full flexibility in connecting various other systems. The SAP Sales Cloud shines when it has to handle complex sales processes and also brings marketing capabilities and full-service operations into the same platform that fully brings the information of every customer interaction into one place to enable a good Customer Experience. The SAP Sales Cloud is less appropriate for customers who need basic CRM functions with a small scope of possibilities in the means of simple account management. The size of the company is of secondary importance and even a small sales team (>10 people) can profit from the solution.
    Real-time Analysis lets you analyze every piece of information in the system and visualize it in a contextualized business case to make faster and better decisions. 360-Degree Customer View gives you a clear picture of the situation of the customer and how you as a sales rep are able to assist them individually. Full mobile access allows the sales reps to work remotely from a tablet or smartphone - even if there is no mobile connection available.
    The standard visit management capabilities have room for improvement, although SAP is providing an add-on for this particular case. The system is full of functionalities that can be a little too much when using the system for the first time. The personalization mode is not really intuitive and could use a better user interface.

  • Anirudh ReddyCRM Solution Lead
    Review
    4.5

    [We are] using SAP CRM to mainly support the Service Process. The solution addresses the creation of service orders and its subsequent process like service confirmations, resource planning, work performed, billing etc. The solution is also used to place sales orders in the system for service parts. Interaction Center is used by the agents to initiate and support the service process.
    Most Comprehensive CRM Solution on the Market !1. SAP CRM supports a lot of Industry wide process. So Analyze and check what percentage of your needs can be fulfilled using out of the box solutions. This is a key feature when compared to other CRM systems. 2. Do you have a established business process? SAP CRM has been built keeping in mind the best practices used across different industries. This is very helpful when you are trying to define or improve a existing business process.3. Are you already using a SAP ERP system? If so then integration is very easy and most of your master data can be downloaded from the ERP system which saves lot of time and effort!4. Consider the infrastructure needs for SAP CRM. Its usually a little on the higher side compared to other systems.5. If you are looking for Analytics then keep in mind that most of the Analytics features in SAP CRM are dependent on using SAP BI
    Address Key Functionalities like Sales Orders, Service Orders, Service Confirmation, Billing Good Integration with the ERP system, Robust Architecture Supports wide range of functional capabilities and industry wide best practices scenarios.
    Improvements can be made to the UI. Need to make it more user friendly. With new web UI lot of improvements have been made but still falls behind other CRM systems like Sales Force in Usability. The Web User Interface is a little slow compared to other CRM systems

  • Aaron NorrisCRM Core Key User & Account Manager
    Review
    4.5

    Go into the selection process of your next managment system with an open mind. Often people are very wary about changing systems because they have to learn something new and they are used to the "old ways". I ran into this with my colleagues when I was introducing them to CRM. Just keep in mind older is not always better. CRM is an excellent tool and if maintained and kept up to date it will only increase its value and usefulness.
    CRM is a great tool for compiling reports. The ease of access to reports is far superior than it was with my division's old program. The ability to intergrate your emails and calendar entries from other programs (i.e. Lotus Notes) is very simple. This insures that all of your entries are up to date and streamlined. The depth and detail that CRM allows you to have for each account helps keep all of the necessary information in one place. Makes information much easier to find.
    The ability to customize search criteria and the input of data should be increased/improved. I don't know if this hampered us due to CRM limitations or if was due to the confines that my company put around CRM prior to us "developing" it for my division. Some of the words used in CRM should be able to be changed to make more sense in the region you live in (i.e. Action/Visit/Task are all alike). Another example, "Region" in CRM is the same as "State". This also caused confusion for some people in the earliest days of using CRM.

Negative Comments
  • Narendra PallapoluTechnical Delivery Lead
    Review
    3.5

    Business process and operations keep changing, when we choose all the available products, there were various features in SAP CRM which fit close to our requirements. That was one of the reasons for choosing it. Again it depends on the industry, and business operations, which drives [the decision] to choose the right product.As per current business requirements, there are various web based SaaS products available, but they may not fulfill all the features that we have in the SAP CRM on-premise application.
    Pre-Sales and Sales process activities.CPG Industry's can use SAP CRM TPM/TPO for their Sales and Marketing.Service industry's can leverage SAP CRM Service component for their all Service phases.Interaction centers in various industry businesses can use the call center services, for which SAP CRM helps to have an interaction center by enabling a CTI feature, that helps agents to reach their customers/prospect to assist them during pre-sales and post-sales as well as providing technical services.
    SAP CRM Application has key functionalities, called Marketing, Sales and Service, which helps any company to use SAP CRM for their pre-sales planning and post-sales analytical analysis. SAP CRM Marketing and Trade Promotion management functionalities would fit perfectly to CPG industry client, where as they do plan various sales incentives and promotions to clear their inventory and supply based on the demand. Interaction center and Service modules helps customer/employee services effectively by identifying all the history and searching knowledge base. When your business is already using SAP ERP application and thinking about going for a CRM product, consider SAP CRM as a one of the closest, which fits most businesses and processes. Integration with SAP ECC and BI systems is one of the reasons for using most of the SAP CRM systems, because it has such robust CRM middleware integration, especially when setting up integration with ECC. It is really an online data process and helps data flow without any issues/errors. SAP CRM has the flexibility to integrate with any thirrd party applications as well SAP Cloud systems, which is one of the SaaS based CRM products.
    As User requirements keep changing based on the existing technical drastic revolution, SAP CRM has a room to improve theUI and Web UI functionalities, which are built based on user roles and responsibilities. As per current market changes, the time we need to implement a project is going to be a challenge from business. Was built to use as stand alone system, which helps business to process from Sales Lead to Billing and invoice, but all those features are being used by a handful customers.

  • Rajesh ManghatCRM Techno/Functional Analyst
    Review
    3.0

    Sales Force Dot Com (SFDC) is the leading competitor to SAP CRM. SAP CRM's breadth and depth of functionality is a clear advantage against SFDC. SAP CRM is the best front end for vertical industry solutions like SAP Utilities (IS-U). For the IS-U there is no better CRM tool than SAP CRM. SAP CRM lacks a sleak UI like SFDC. SFDC is easy to configure and very simple to enhance. Since SFDC is a cloud based solution, there is no overhead of managing the infrastructure to run the application.
    SAP CRM is appropriate for the breadth of functionality and its strong integration strengths with SAP and non-SAP products. One of the key questions that customers to ask if they plan to use SAP CRM is to check how the new S/4 HANA is going to play out as they plan to bring the CRM functionality into one single ERP system. As SAP works through the whole HANA strategy for the business suite, the roadmap is not very clear on what is the positioning of SAP CRM as part of the larger S/4 HANA suite. This is very important before deciding on choosing SAP CRM as a platform. Otherwise customers will be caught in multiple upgrade cycles as SAP works through all the hoops to get to the grander vision or end goal of S/4 HANA
    Primary the strength of SAP CRM lies in the breadth of functionality. It covers most of the front office modules including Interaction Center (Customer Service), Sales process for field sales, Service process for support and warranty, Partner channel management for Channel Management, Web channel for eCommerce support (for both sales and service) SAP CRM provides extensive integration capabilities with SAP products. This includes SAP ECC, BI, Supply Chain and other SAP modules. On the non-SAP side integration, it can integrate seamlessly with CTI (Computer Telephony Integration), Microsoft Outlook. In conjunction with SAP PI, SAP CRM can be integrated with any legacy application
    The biggest issue where SAP can improve CRM is in performance. Non HANA based CRM versions have latency in response times. The system degrades with increase in volume for very large customers. SAP CRM needs to simplify their UI design to enable developers for quicker enhancements. The UI layer has always been complicated. I compare this against their competitor Sales Force Dot Com where the architecture of the UI is fairly simple and straightforward with additional automatic integration to mobility. The Mobility integration with SAP CRM is very complicated in non-Fiori based installations. Even with Fiori architecture they should have simplified the development process instead of having layers of development to accomplish enhancements

  • Sarah GeistBusiness Analyst
    Review
    2.0

    I used these as more integration tools for SAP CRM so we could make sense of the data in SAP CRM. They were great tools that allowed us to present information to end users that was not only easy to understand it was also easy for them to navigate through which allowed for a better ROI and overall increase in productivity daily.
    I think I would focus solely on implementation. Make sure you have a solid understanding company wide on how you would like to implement this system and what you would use it for. Take the time, even if it takes months to do the work and have a solid plan on how your company would like to use the system now, and ten to twenty years from now. If you do the hard grunt work up front then it should help the implementation and use of the product be a success in your company.
    I think that the idea of SAP CRM is brilliant, a way to house and store data so that your company can really get a handle of data mining which theoretically would allow you to plan and be more proactive vs reactive. Once you get the hang of the screens it is easy to understand how to accomplish what you're trying to input into SAP CRM. The system is really set up to help you try and capture the most relevant information to your business.
    As I said the idea of SAP CRM is brilliant but from my experience (and it could be the way my company chose to implement it) the use of so many different platforms that don't actually talk to one another is a ridiculous way to implement any data capturing tool. We had to export from two different systems of SAP CRM and then load it into a BIOD just to get the information to talk to each other and make any sense. And even then the project itself was a long and exhausting process because trying to figure out the language it speaks in the Order Entry system vs. the Customer Inquiry system isn't the same and you have to force it to mesh the data together. The screens are cumbersome and not user friendly. There are so many different ways you need to input information to get to the screen that you actually want you need a manual for literally everything you have to do because it takes that many steps. I think SAP CRM would benefit from focus groups for their North American business partners. Not everyone does business the same but North America has big business's that would greatly benefit from this type of system if it were easier to understand and implement on a day to day basis.

Capterra
4.2
Top Comments by Capterra
Comments
  • Aneesh B.Consultant
    Review
    3.5

    SAP CRM is a very robust product and SAP has done well over the past decade to cater to the CRM needs of customers across industries. The best part of SAP CRM is that it not only integrates seamlessly with other SAP softwares but also with various non-SAP softwares providing options to enterprises to keep using certain legacy systems at the same time. CRM solutions in general are very customer centric and SAP has done exceptionally well over the past few releases to come up with advanced features like Social Media Integration to capture market vibe in a more structured and organized fashion. While some of the core CRM modules keep getting better with frequent bug fixes, focus has been on adding new features to cater to industry specific needs. Another important aspect of this software is its ever improving UI. Since CRM 7.0 there has been considerable change in the UI which I should say is extremely friendly now. For customer who want to deploy SAP CRM solution faster, SAP provides them with Rapid Deployment Solution which reduces the implementation time and cost drastically. SAP CRM Best Practices are now successfully used across industries as a proven tool to successfully run business. SAP CRM on HANA platform has made data retrieval a very quick and hassle free affair. SAP also has a great community of developers and professionals who help to share ideas and answer questions when it comes to configuring and customizing their solutions. Another important thing is that for customers who do not want to invest in huge IT infrastructure , SAP CRM comes as an on demand (cloud) solution with most of the features from its on premise version.
    SAP CRM releases newer version at a relatively slower rate than most of its competitors. Configurations in SAP CRM backend still remains pretty complex and require highly skilled and experienced professionals to do so. Though SAP CRM can be used as a standalone product but the usability is drastically reduced when SAP ERP is not implemented. Standalone SAP CRM analytics is very basic in its present form and cannot cater to customer need without complex customization.Lastly, lets face it, SAP solutions are still heavily priced compared to other vendors and quite understandably SAP CRM consultants are pretty expensive to hire.

  • Verified Reviewer
    Review
    5.0

    I have found SAP hybris a complete package with all the relevant features required in any e-commerce application. A lot of third party integrations has made it more usable and integrated with other systems. It also has presence on SAP cloud. So, overall its a good product.
    1. It provides e-commerce functionality to the businesses, which helps in direct selling of the products from the producer to the consumer. 2. It provides almost all the e-commerce functionalities, and a lot of third party integrations for media(images, videos, etc.), tax calculations, payment providers, and a lot more already out-of-the-box. The product also has ample space to expand and customize the existing platform as well as per the business requirements. 3. After the acquisition of SAP, the product has been changed to make it adaptable to SAP environment. SAP has provided a lot of integration channels to integrate it with other SAP products, for example, SAP Revenue, Billing, Marketing, Sales and Service to name a few. As a result, it helps in overall revenue generation of the businesses. 4. The product has been extended into major industries apart from only retail. 5. There is a lot of improvement going on with every release and the product is always up-to-date with the latest changes in programming languages and in incorporating other new technologies.
    1. There are still a lot of legacy bugs that needs to be fixed even in the core platform and commerce modules. 2. A lot of common functionalities are still not being provided and need to be implemented by the solution providers in every project. Such common functionalities can be provided out of the box. One such feature could be GDPR especially used within the projects involving EU sites. 3. SAP needs to focus more on technical improvement of the project and not just on marketing aspects. 4. SAP needs to publish a common set of steps publicly for the partners providing the solutions, starting from the setup of the project until the go-live of the project to avoid delays and to build better customer reputation.

  • Arvind Kumar A.Solution Architect
    Review
    5.0

    1. SAP Hybris is based on Spring framework. Because Spring is the most widely used framework in Java fraternity, finding developers and architects who can be quickly made productive on the Hybris platform is much easier as compared to that on other platforms. Moreover, there are strong SAP Hybris communities at answers.sap.com and stackoverflow.com. 2. SAP Hybris has been consistently at the top position as rated by Gartner and ForresterWave. The selection criteria for these two agencies have been most respected for many years. 3. The business tooling is very extensive and business users find the merchandising tools quite intuitive. Hybris SmartEdit (which is a tool enabling the business users to make changes to the website content as intuitive as editing a live site and previewing it on multiple devices before publishing the changes to the live site) is the only tool of its kind provided by any Java-based eCommerce platforms. 4. SAP Hybris sticks to releases as per the roadmap published well in advance. At the same time, SAP Hybris comes up with the required patches (e.g. security patches) immediately when they are deemed critical for businesses. 5. The documentation is quite rich and there are more than one sites (e.g. help.hybris.com, wiki.hybris.com, www.sap.com/cxworks etc.) where relevant help is available. 6. The licensing is very flexible. 7. There are many deployment options e.g. on-premise, on SAP cloud infrastructure, on a public cloud infrastructure.
    1. The CMS and personalization still have some room for improvement. 2. SAP needs to campaign for SAP Hybris as AWS does for its cloud. After having worked with many different eCommerce platforms (including the top three), I can say that it is the best platform. Yet, because of the lack of proper campaign many customers, are not aware of its strengths and the array of features.

  • Dipesh P.Student
    Review
    5.0

    I would like to recommend this product to the business owners whose revenue is over a million dollars at least. Maintaining this product is easy.
    The most important feature of this product is WebUI. You can configure the WebUI all the way you want - Navigation bar, report area, etc. Moreover, this product supports One-Order Framework. Every transaction type is processed in a single transaction code. This provides user an ease of access.
    There are not major drawbacks of this product, but to provide comprehensive and end to end business solutions, this product must be integrated with other SAP products like SAP ERP, BI/BW, PI/XI, etc. Licensing cost is more, so small business need to consider pricing before planning implementation.

  • Verified Reviewer
    Review
    4.0

    Overall my customer user experience is quite positive and I'm looking forward to using it again
    AI-powered insights help make each customer feel as if they were their own. This invaluable tool allows you to proactively engage and understand your consumer while respecting their privacy preferences at every point in their journey. Machine learning and intelligent automation help you engage and sell.it has so many options, customer interaction is seamless and the software is excellent for me
    The User Interface of SAP is quite complex especially for newbies who are not techie although if you have an experience in Customer Service you will somehow get the hang of it somehow as time goes by but its not easy to understand

  • Verified Reviewer
    Review
    3.0

    In the end I have to say that he did his job. A normal CRM with standard functionality, considering that in 2019 there are less noble platforms, much more performing and definitely less expensive.
    A few things in my opinion. I used this CRM for 2 years because the company I was working on had implemented it as a partner. I must say that as a discrete expert of CRM software this is the absolute worst that I have ever used. And for what it costs, I really don't think it's worth it.
    Limited functionality, especially considering the cost per license. Quite closed system, difficult to integrate with third-party systems. Assistance almost non-existent, slow and non-conclusive.