About SAP Customer Experience

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.

Key benefits of SAP Customer Experience

  • 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.

  • Devices

    Business size

    S M L


    Australia, Canada, China, Germany, United Kingdom and 3 others, India, Japan, United States

    Supported Languages



    Task and schedule overview in SAP CRM On Demand
    HR data in SAP CRM
    Corporate accpunt view in SAP CRM On Demand
    Account activity overview in SAP CRM On Demand
    View 5 more
    SAP Customer Experience video
    SAP Customer Experience screenshot: Task and schedule overview in SAP CRM On Demand SAP Customer Experience screenshot: HR data in SAP CRM SAP Customer Experience screenshot: Corporate accpunt view in SAP CRM On Demand SAP Customer Experience screenshot: Account activity overview in SAP CRM On Demand


    Total features of SAP Customer Experience: 10

    • Claims Management
    • Contact Management
    • Email Management
    • Forecasting
    • Lead Management
    • Lead Segmentation
    • Mobile Access
    • Partner Management
    • Pipeline Management
    • Reporting/Analytics


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    Overall rating

    4,2 /5
    Value for Money
    Ease of Use
    Customer Support

    Already have SAP Customer Experience?

    Software buyers need your help! Product reviews help the rest of us make great decisions.

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    Showing 5 reviews of 199
    Arvind kumar A.
    Overall rating
    • Industry: Leisure, Travel & Tourism
    • Company size: 10 000+ Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 10.0 /10

    Easy to learn and work with, yet most powerful Java based eCommerce platform

    Reviewed on 2019/12/17


    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.

    Scott M.
    Overall rating
    • Industry: Hospital & Health Care
    • Company size: 501-1 000 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Ease of Use
    • Likelihood to recommend 10.0 /10

    Inventory management at its best

    Reviewed on 2020/07/31


    Once you have the correct access and TCodes SAP is a powerful beast. I use SAP daily to keep an eye on inventory locations and my team is able to refurbish service equipment using SAPs processes as well keep their time and materials used for said work.


    SAP isn't the prettiest software as I know that might sway someone one way or the other but if you are looking for a powerful tool then it is the industry leader. It is also very clicky and the learning curve to the software is a long one but once you do your tasks a few times you won't need your notes much.

    Aneesh B.
    Overall rating
    • Industry: Retail
    • Review Source

    Overall rating

    • Ease of Use
    • Customer Support
    • Likelihood to recommend 9.0 /10

    An end to end solution with seamless integration capabilities

    Reviewed on 2015/06/19


    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
    Overall rating
    • Industry: Financial Services
    • Company size: 1 001-5 000 Employees
    • Used Daily for 1+ year
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 7.0 /10

    Very Compatible to user

    Reviewed on 2020/12/21

    Very much satisfied.

    Very much satisfied.


    SAP CRM 7 hosted on web. That is most interesting thing.


    Sometime it run little slow as it is hosed on web so speed should be improved

    Logan M.
    Overall rating
    • Industry: Construction
    • Company size: 11-50 Employees
    • Used Daily for 6-12 months
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 6.0 /10

    A hearty program to organize details

    Reviewed on 2019/04/15

    Helpful but exhaustive.

    Helpful but exhaustive.


    SAP gives the user the ability to organize multiple operations and is transparently available to anyone in the company to view and edit if need be. Helpful for large companies to create and organize portfolios for individual transactions.


    I found SAP to be a steep learning curve as there are many steps to do just one thing. It is not very creative and can be more of an exhaustive step in the job process than a streamlined step. It communicates with multiple internal parts so one change in one part may affect another so being highly detail oriented is recommended for this program.

    Showing 5 reviews of 199 Read all reviews

    SAP Customer Experience FAQs

    Below are some frequently asked questions for SAP Customer Experience.

    SAP Customer Experience offers the following pricing plans:

    • Starting from: US$58,00/month
    • Pricing model: Subscription
    • Free Trial: Available

    The solution is offered on a subscription payment model and varies depending on your requirements. SAP offers small business pricing options.

    We do not have any information about SAP Customer Experience features

    SAP Customer Experience has the following typical customers:

    Self Employed, 2-10, 11-50, 51-200, 201-500, 501-1 000, 1 001+

    SAP Customer Experience supports the following languages:


    SAP Customer Experience supports the following devices:

    Android (Mobile), iPhone (Mobile), iPad (Mobile)

    We do not have any information about what integrations SAP Customer Experience has

    SAP Customer Experience offers the following support options:


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