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SAP

SAP CRM

Composite Score

8.4 /10

CX Score

8.6 /10

162 Reviews Write a Review

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.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

83 Likeliness to Recommend

95 Plan to Renew

81 Satisfaction of Cost Relative to Value

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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+83 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?

3% Negative

9% Neutral

88% Positive

Pros

Trustworthy
Fair
Reliable
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

Vendor Support

Quality of Features

Business Value Created

Breadth of Features

Ease of Data Integration

Ease of Customization

Ease of Implementation

Product Strategy and Rate of Improvement

Ease of IT Administration

Usability and Intuitiveness

Availability and Quality of Training

SAP CRM Reviews

Martin B.

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

Validated Review

Verified Reviewer

Submitted Jan 2023

Very sufficient for a basic CRM system

Likeliness to Recommend

9 /10

What differentiates SAP CRM from other similar products?

SAP CRM is a customer relationship management software that is similar to other products such as Salesforce, Microsoft Dynamics 365, Oracle CX and Zoho CRM. One of the key differentiators of SAP CRM compared to these other products is its integration with other SAP systems, such as SAP ERP and SAP S/4HANA. This allows for a seamless flow of data between different business processes and can help businesses to streamline their operations and make better use of their data. Additionally, SAP CRM offers robust analytics and reporting capabilities, which can provide businesses with valuable insights into customer behavior.

What is your favorite aspect of this product?

I've been using SAP CRM for several years now and it's become an integral part of my business. One of my favorite aspects of the system is its ability to centralize all of our customer information in one place. Having all of our customer data in one location makes it so much easier for us to manage and track customer interactions and interactions. Also, the automation of sales and marketing processes has been a huge time saver for our team. We're able to work more efficiently and effectively as a result.

What do you dislike most about this product?

Due to the large range of functions, there is also a relatively high level of complexity that can hardly be covered by internal teams and employees. SAP newcomers do not immediately find their way around the software - there are more intuitive solutions. The product virtually requires the purchase of external consulting services, usually on a long-term basis - not only for implementation or customising, but also for user training, software tests (with a high degree of customisation) and much more. This makes the introduction and use of the product not exactly cheap.

What recommendations would you give to someone considering this product?

When considering using SAP CRM, it is important to first understand the specific business requirements and goals that need to be addressed. This will ensure that the system is configured and utilized in a way that meets the needs of the organization. Identifying key areas such as customer management, sales, marketing, and service can help to determine the specific functionality that will be required from the system. Additionally, it is important to plan for integration with other systems such as ERP and SCM, as well as any third-party applications that may be needed to support specific business processes.

Pros

Helps Innovate
Continually Improving Product
Performance Enhancing
Unique Features

sashi k.

Role: Operations
Industry: Technology
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Jan 2023

Easy to use with max features

Likeliness to Recommend

10 /10

What differentiates SAP CRM from other similar products?

User friendly, integrity and reports

What is your favorite aspect of this product?

Navigation and zero surprises

What do you dislike most about this product?

None from this

What recommendations would you give to someone considering this product?

More features from configuration perspective

Pros

Trustworthy
Client Friendly Policies
Fair
Altruistic

Role: Operations
Industry: Technology
Involvement: IT Development, Integration, and Administration

Validated Review

Anonymous Reviewer

Submitted Jan 2023

Great Application for Enterprise Sales needs

Likeliness to Recommend

10 /10

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Latest Research

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

+83 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

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.

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.

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.

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

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.

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

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

Martin B.

Very sufficient for a basic CRM system

Likeliness to Recommend

Pros

sashi k.

Easy to use with max features

Likeliness to Recommend

Pros

Great Application for Enterprise Sales needs

Likeliness to Recommend

Pros

Most Popular SAP CRM Comparisons

Salesforce Sales Cloud Enterprise

Microsoft Dynamics 365 Sales Enterprise

Oracle CX Sales

Infor CRM

Oracle PeopleSoft CRM

Zoho CRM

Title

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

Vendor Support

Quality of Features

Business Value Created

Breadth of Features

Ease of Data Integration

Ease of Customization

Ease of Implementation

Product Strategy and Rate of Improvement

Ease of IT Administration

Usability and Intuitiveness

Availability and Quality of Training