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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

Olafdeich M.

Role: Sales Marketing
Industry: Engineering
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Aug 2022

SAP CRM is a high-performance & flexible software!

Likeliness to Recommend

8 /10

What differentiates SAP CRM from other similar products?

SAP is an excellent software for tracking customer relationships across multiple channels that is easy to use. Within the platform, it is very easy to create and view the reports created, which is great because we can better analyze the data collected. SAP CRM Sales helps the sales staff of your company to secure customers.

What is your favorite aspect of this product?

SAP CRM helps us provide our partners and customers with offers and contracts for our products and services and helps you generate gross profit margins. With SAP CRM, it's much easier to collect data and make sense of it.

What do you dislike most about this product?

Creating and maintaining an SAP system can be complex. While it currently has a simple interface, it needs to be more intuitive for new users. Also, the upload function sometimes does not work as expected and requires technical support.

What recommendations would you give to someone considering this product?

SAP CRM helps organizations better structure their work and can be customized to meet the needs of a specific business. The reporting feature is helpful. If you're a heavy SAP user, it's a much better tool for CRM and sales analytics.

Pros

Continually Improving Product
Trustworthy
Effective Service
Saves Time

Moon A.

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

Validated Review

Verified Reviewer

Submitted Jul 2022

SAP CRM is an intuitive and easy-to-use CRM.

Likeliness to Recommend

9 /10

What differentiates SAP CRM from other similar products?

SAP is the ERP platform of choice for the vast majority of businesses. It aids customer interactions and prevents data loss due to third-party intervention. SAP's easy tracking and report-generation help us understand our data. Case management from start to finish is excellent, and the mobile app is impressive but limited. It's easy and intuitive to manage multiple emails and set up automatic responses. Because of this, it is unique among other software on the market.

What is your favorite aspect of this product?

SAP CRM automates sales, marketing, customer analytics, and reporting. SAP's 360-degree views and ease of use while incorporating real-time c2c business correspondence improved our business management. It's easy, intuitive, and enhances user management. Its sophisticated use cases give users measurable results. It also helped small businesses save money by eliminating the need for expensive software and tools.

What do you dislike most about this product?

The data fetching speed in SAP CRM is problematic, and the software's user-friendliness could use some work. Too many app options can be a problem sometimes. It should have better UX to make it easier to use.

What recommendations would you give to someone considering this product?

SAP CRM should be used as a one-stop shop, in my opinion. It helps track sales. SAP's usability and understanding lag behind other CRM solutions. In the context of a company's strategic planning and sales development, SAP is not the right option to be considered. Give it a shot, and judge how satisfying it is.

Pros

Helps Innovate
Continually Improving Product
Reliable
Trustworthy

Gregorio T.

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

Validated Review

Verified Reviewer

Submitted Jun 2022

Great Software and very intuitive!

Likeliness to Recommend

8 /10

What differentiates SAP CRM from other similar products?

Its really complete and intuitive

What is your favorite aspect of this product?

Easy use and implementation.

What do you dislike most about this product?

i do not have any dislike.

What recommendations would you give to someone considering this product?

Learn how to use and enjoy it.

Pros

Trustworthy
Efficient Service
Effective Service
Fair

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

Olafdeich M.

SAP CRM is a high-performance & flexible software!

Likeliness to Recommend

Pros

Moon A.

SAP CRM is an intuitive and easy-to-use CRM.

Likeliness to Recommend

Pros

Gregorio T.

Great Software and very intuitive!

Likeliness to Recommend

Pros

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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