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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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

1
Since last award

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

10% Neutral

88% Positive

Pros

Trustworthy
Fair
Respectful
Acts with Integrity

Feature Ratings

Average 79

Sales Management

Lead Management

Collaboration

Activity and Workflow Management

Marketing Management

Account and Contact 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

Ease of IT Administration

Breadth of Features

Ease of Customization

Ease of Implementation

Product Strategy and Rate of Improvement

Usability and Intuitiveness

Availability and Quality of Training

SAP CRM Reviews

Jitendra B.

Role: Operations
Industry: Technology
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Sep 2021

Stable but costly CRM

Likeliness to Recommend

9 /10

What differentiates SAP CRM from other similar products?

Product stability is good. Has many features that an ideal CRM should have like data segmentation, contacts and deals.

What is your favorite aspect of this product?

I like easy data segmentation, contract creation and deals syncing.

What do you dislike most about this product?

It's costing and tough integration. Sometimes feel laggy.

What recommendations would you give to someone considering this product?

The product is good and stable, but it is costing and integration needs expert help.

Pros

Trustworthy
Unique Features
Helps Innovate
Continually Improving Product

Ridham S.

Role: Information Technology
Industry: Technology
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Sep 2021

Excellent CRM Platform for Managing Customer Data

Likeliness to Recommend

9 /10

What differentiates SAP CRM from other similar products?

SAP CRM offers solutions for marketing large data analysis, the marketing of social media, personalization, multichannel campaigns, loyalty, and resources management. We used SAP CRM to manage contacts between suppliers and to buy products. We also made all cash payments for SAP CRM accounts. With SAP CRM, coupled with standard s/w we have integrated the logic of the company, other firms must create all features and take time.

What is your favorite aspect of this product?

For client interactions, SAP CRM is part of the SAP Business Suite. It helps all company activities that focus on customers such as advertising, sales, and support. It is used for various consumer communication channels such as Interaction Centre, internet, and phone customers. The WebUI of SAP CRM is straightforward to set, and the business role idea is particularly useful in configuring the functionality for users seeking to utilise only a certain feature instead of the PFCG trading functions. Another essential function for consumers is to modify their layout according to their own taste.

What do you dislike most about this product?

I don't like this it's not very user-friendly or cosmetically pleasant. How to navigate it is quite tough to comprehend. Almost too much information is available simultaneously. It would be preferable to put things together than just dump all the data that is looking at you at once.

What recommendations would you give to someone considering this product?

You only have SAP CRM to search for if you are seeking accounts and seller connections. It provides supplementary software with little execution. If you are searching for a key alternative, I think SAP is a wonderful, easy-to-use application and an ideal answer. It is easy to use so that individuals may be purchased easily.

Pros

Continually Improving Product
Reliable
Inspires Innovation
Saves Time

James H.

Role: Industry Specific Role
Industry: Retail
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Sep 2021

Perfect customer relations product

Likeliness to Recommend

9 /10

What differentiates SAP CRM from other similar products?

SAP CRM is more powerful as compared to most of the CRM products I have used in our company.

What is your favorite aspect of this product?

The platform has great capability of streamlining our engagement environment with our customers and ensuring we have achieved our objectives. Our designing team is able to reach clients and give them specifications as we market. It is able to synchronize and update our customers data to the current trends.

What do you dislike most about this product?

I have not experienced any poor functionality from the performance of this platform.

What recommendations would you give to someone considering this product?

I totally recommend SAP CRM for better achievement in customer relations and improving sales and marketing.

Pros

Helps Innovate
Performance Enhancing
Inspires Innovation
Caring

SAP CRM

What is SAP CRM?

Company Details

Need Assistance?

Awards & Recognition

SAP CRM Ratings

83 Likeliness to Recommend

95 Plan to Renew

1 Since last award

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.

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

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

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

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

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.

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

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 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

Jitendra B.

Stable but costly CRM

Likeliness to Recommend

Pros

Ridham S.

Excellent CRM Platform for Managing Customer Data

Likeliness to Recommend

Pros

James H.

Perfect customer relations product

Likeliness to Recommend

Pros

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1
Since last award

Feature Ratings

Sales Management

Lead Management

Collaboration

Activity and Workflow Management

Marketing Management

Account and Contact 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

Ease of IT Administration

Breadth of Features

Ease of Customization

Ease of Implementation

Product Strategy and Rate of Improvement

Usability and Intuitiveness

Availability and Quality of Training