SAP CRM

SAP CRM

Enterprise CRM software

4.2/5 (153 reviews)

SAP CRM Overview

SAP CRM On Demand offers a range of tools to meet the needs of sales, marketing and customer service staff, as well as managers and business owners. The Interaction Center within the CRM provides a platform to manage customer communication from multiple channels. All customer interactions, from call, email, social media and live chat can be tracked, managed and evaluated. Tasks and dates can be prioritized, follow-ups can be schedules and team selling supported, using the CRM.

Integrated knowledge management, along with rules-based email management, allows agents to solve issues faster within the CRM. The marketing and sales analytics features, combined with the reporting tools offered in SAP CRM, allow marketing and sales departments to refine their campaign strategy. Align teams on company goals and team objectives by analyzing performance and coordinating efforts with call lists, agent scripts and promotional campaigns.

Create and execute marketing campaigns using data gathered though SAP CRM On Demand. Marketing campaign efforts can be implemented globally, regionally or locally. Campaign performance can be monitored in real-time and scenario-based campaigns can be implemented. The pipleline management tools offered by SAP CRM allow sales reps to qualify leads more efficiently and to make use of cross-selling and up-selling opportunities. Sales reps can use the SAP ERP integration to manage sales orders, quotes and contracts, processing and closing deals more efficiently.

Pricing

Starting from
N/A
Pricing options
Free Trial
Subscription
Value for money

Devices

Business size

S
M
L

Markets

Asia, Australia, Canada, China, Europe and 5 others, Germany, India, Japan, Latin America, Middle-East and Africa

Supported Languages

English

SAP CRM Reviews

Overall rating
4.2/5
82% positive reviews
69
Excellent
56
Very good
20
Average
4
Poor
4
Terrible
Aneesh B.

An end to end solution with seamless integration capabilities

Reviewed on 2015/06/19
Review Source: SoftwareAdvice

Pros

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.

Cons

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.

Rating breakdown

Ease of Use
Customer Support

Likelihood to recommend

9.0/10
Krunal R.

An application that best suits external portal and UI users

Reviewed on 2015/04/10
Review Source: SoftwareAdvice

Pros

I have worked on SAP CRM version 5* and 7* as a SAP Security Administrator and following are my observations -

- Customer relationship management (CRM) focuses on the retention of customers by collecting data from all customer interactions with a company from all access points.

- SAP CRM provides user flexibility with sales, service module and also external consumers (3rd party vendors).

- It is easily integrated with various SAP and non-SAP products like Identity management (IDM), 3rd party tools and ECC system

- User access and administration is controlled through business roles maintained in SAP CRM system

- Configuration required for running the various models (sales, consumer, etc) is maintained in ABAP backend in SPRO

- Also, it is rated very high in terms of its Scalability and real time analysis and monitoring of Sales (provides a holistic view as needed)

- Web UI (User Interface) helps user to enable & utilize business functionality extensively at one single point of source through replication process of business partners

Cons

I would say the user experience for SAP CRM Web UI in terms of usability and acceptance is not that great (user friendly), it's a bit complex at times.
Also, the cost of installation, product keys, maintenance, operational cost is high

But, SAP CRM 7* versions have much better usability and has improved a lot from it's previous pre-predecessors.

Rating breakdown

Ease of Use
Customer Support

Likelihood to recommend

9.0/10
Chris M.

SAP CRM powerful tool, but huge.

Used Daily for 2+ years
Reviewed on 2018/10/24
Review Source: Capterra

Overall it is excellent to track customer concerns, questions, orders and contacts. It's just minor things like the time it takes to complete a task, and you have to search very specifically or you will get a lot of hits, or no hits at all.

Pros

SAP CRM is very useful for maintaining notes on customer issues, orders, etc. It will link directly with SAP, and now you can pull actual specs from SAP right in CRM. It makes customer interaction easier with 'tickets' if multiple people have to interact with a customer.

Cons

CRM can be doggedly slow. It is a huge amount of information that it has to chug through, so it takes some time. Be careful not to hit the 'back' button at the top of the browser page like you usually do, or you may anger it. You have to click the tiny back button in CRM itself. The auto log out if you haven't used it for about an hour is kind of annoying.

Rating breakdown

Ease of Use

Likelihood to recommend

8.0/10
Dipesh P.

Customer focused comprehensive product by SAP

Used Daily for 2+ years
Reviewed on 2017/06/11
Review Source: SoftwareAdvice

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.

Pros

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.

Cons

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10
Sarah G.

Why SAP CRM is better when it works with others.

Reviewed on 2015/04/17
Review Source: SoftwareAdvice

Pros

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.

Cons

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.

Rating breakdown

Ease of Use
Customer Support

Likelihood to recommend

6.0/10

SAP CRM Pricing

Starting from
N/A
Pricing options
Free Trial
Subscription
Value for money

The solution is offered on a subscription payment model and varies depending on your requirements.

SAP offers small business pricing options.

SAP CRM Features


  • API
  • Activity Dashboard
  • Activity Tracking
  • Automatic Notifications
  • Automatic Reminders
  • CRM Integration
  • Calendar Management
  • Custom Fields
  • Customer Database
  • Customizable Branding
  • Customizable Reporting
  • Customizable Templates
  • Data Import/Export
  • Electronic Payments
  • Email Integration
  • Mobile Integration
  • Real Time Data
  • Reporting & Statistics
  • Social Media Integration
  • Third Party Integration

Additional information for SAP CRM

Key features of SAP CRM

  • Actionable insights
  • Billing & invoicing
  • Business communication tools
  • Campaign management
  • Dashboard customization
  • Driving directions widget
  • E-marketing tools
  • Generate sales quotes
  • Loyalty management
  • Marketing resource and brand management
  • Pipeline location filter
  • Pipeline view by stage
  • Real-time offer management
  • Real-time reporting & analytics
  • SAP ERP integration
  • Sales performance monitoring
  • Sales pipeline tracking
  • Sales planning & forecasting
  • Segmentation and list management
  • Team goal monitoring

Benefits

  • Marketing: Get valuable insights on customer interactions and marketing activities to refine marketing campaigns.

  • Sales: Use the sales planning and forecasting tools to ensure teams are inline with goals. Manage teams across territories, and see their real-time performance.

  • Services: The app supports customer service teams, and service industry staff. Tools include field service management; warranty and claim management, service contract management, returns and depot repair, and more.

  • Partner Channel Management: You can use SAP CRM to manage partner relationships. Streamline processes for partner recruitment, communications, channel marketing and forecasting, partner order management, analytics and more.

  • Interaction Center: Manage and record all your client interactions across multiple channels, for both inbound and outbound communications. These tools support telemarketing, telesales, customer service, email response, and multifunctional shared service.

  • SAP CRM FAQs

    Below are some frequently asked questions for SAP CRM.

    Q. What type of pricing plans does SAP CRM offer?

    SAP CRM offers the following pricing plans:

    Pricing model: Subscription

    Free Trial: Not Available

    The solution is offered on a subscription payment model and varies depending on your requirements.

    SAP offers small business pricing options.

    Q. What are the main features of SAP CRM?

    SAP CRM offers the following features:

    • Actionable insights
    • Billing & invoicing
    • Business communication tools
    • Campaign management
    • Dashboard customization
    • Driving directions widget
    • E-marketing tools
    • Generate sales quotes
    • Loyalty management
    • Marketing resource and brand management
    • Pipeline location filter
    • Pipeline view by stage
    • Real-time offer management
    • Real-time reporting & analytics
    • SAP ERP integration
    • Sales performance monitoring
    • Sales pipeline tracking
    • Sales planning & forecasting
    • Segmentation and list management
    • Team goal monitoring

    Q. Who are the typical users of SAP CRM?

    SAP CRM has the following typical customers:

    Freelancers, Large Enterprises, Mid Size Business, Small Business

    Q. What languages does SAP CRM support?

    SAP CRM supports the following languages:

    English

    Q. What type of pricing plans does SAP CRM offer?

    SAP CRM has the following pricing plans:

    Subscription

    Q. Does SAP CRM support mobile devices?

    We do not have any information about what devices SAP CRM supports

    Q. What other apps does SAP CRM integrate with?

    SAP CRM integrates with the following applications:

    AnytimeCollect, FileHold, Genius Project, KeyedIn Projects, Marketo, Mendix, Mule ESB, Neudesic Pulse, Sofon Guided Solutions, Vocalcom

    Q. What level of support does SAP CRM offer?

    We do not have any information about what support options SAP CRM has