SAP CRM is a comprehensive customer relationship management solution that helps businesses streamline their sales, marketing, and service processes. It offers a range of features including lead management, opportunity management, campaign management, and customer service management. With SAP CRM, businesses can effectively manage their customer interactions, improve customer satisfaction, and drive revenue growth.
The most valuable features of SAP CRM, according to the reviews, include efficient branch-level operations, effective customer query resolution, flexibility in consolidating products, paperless accounting function, user-friendly interface, ease of organization, integration with other SAP systems, multitenancy for various communication channels, lead and opportunity management, visit monitoring, a dashboard for filtering and reporting, and task management for strategic direction.
Users appreciate the enhanced efficiency with the HANA Z database, data utilization for analytics and forecasting, integration with other modules, instant insight into lead generation and sales, integration with the core SAP platform, visibility for customers, customizable reports, accurate results, portal design flexibility, and integration with SAP ERP.
Improvements that could be made to SAP CRM include the addition of new features, better email integration, a more straightforward coding system, a simpler interface, lower pricing, improved setup, enhanced efficiency for salespeople, timely notifications for updates, better content management for storing BLOB data, and improved implementation.
Users mention the solution could use increased user-friendliness, more analytic features and artificial intelligence, better visibility of data, improved mapping and data analysis functions, integrated payment solutions, better interoperability with other solutions, easier extractions, increased flexibility for bespoke solutions, and the inclusion of machine learning and artificial intelligence functionality.
SAP CRM is considered a valuable investment for controlling company operations. The return on investment is seen over the long term, typically between three to five years. Although specific numbers are not provided, results can be expected within approximately one year.
The pricing for SAP CRM is considered quite costly and expensive, especially for smaller businesses. However, larger businesses find it manageable and reasonable.
The pricing is competitive and delivers results. The licensing model is customer-based and there is a license required to use SAP CRM.
The primary use case of SAP CRM is for managing customer queries and internal tasks. It is used for lead creation and data management, as well as pipeline management.
The product is used as a principal company system and is relatively easy to understand and configure. It helps identify what to send and offer to customers and assists in customer profiling and mapping.
It is used for customer behavior analysis and decision-making, managing campaigns and cases, improving service functions and processes, and centralizing information.
The product can be used for invoicing, staffing, and managing HR. It is used for lead generation campaigns, product sales, and lead conversion. It helps maintain the lead lifecycle and provides insights into revenue and marketing activities.
It integrates with different modules and provides real-time insights. It is used in various industries, both in the cloud and on-premise.
The customer service and support for SAP CRM are highly rated by users. The support team is described as supportive and helpful, with quick responses to queries. Users appreciate the availability of 24/7 support and the ability to log trouble tickets and call for assistance.
However, there are some concerns about attrition within the SAP space, leading to a lack of expertise in certain areas.
The quality of support also depends on the partner selected for implementation.
Some users found the initial setup to be straightforward and easy, while others found it complex and time-consuming. The deployment time also varied, with some users reporting a few hours and others reporting several months.
The complexity of the implementation process depended on factors such as the size of the customer and their database, as well as the need for customization.
SAP CRM is highly scalable, with many organizations and users successfully utilizing it. The solution can easily handle a large number of users. It is capable of integrating various functions, such as sales, supply chain, and planning, into the same software.
SAP CRM is highly stable and reliable, with no bugs, glitches, crashes, or freezing. It is considered one of the best on the market and is praised for its robustness. Users have experienced minimal downtime and have found it to run smoothly. The partnership with NetApp ensures easy disaster recovery. Although there may be some latency issues, overall, the stability of SAP CRM is rated very highly.
The solution integrates with other SAP modules, allowing for seamless data exchange and real-time insights. It also offers mobile access, enabling sales and service teams to access critical information on the go.
SAP CRM is a powerful tool for businesses looking to enhance their customer relationships and drive business success.
Brau Union Osterreich AG, Nu Skin Enterprises Inc., AOK Bundesverband, RAK Ceramics, NHS 24, Wholesale Sports Outdoor Outfitters, FC Bayern Munchen AG, Tumi, The Kellogg Company, MVV Energie AG, Anglian Water Services, German Football Association (DFB), Nebraska Book Company Inc.
