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SAP CRM vs SAP Marketing Cloud comparison

 

Comparison Buyer's Guide

Executive Summary

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Categories and Ranking

SAP CRM
Average Rating
7.8
Reviews Sentiment
6.8
Number of Reviews
43
Ranking in other categories
CRM (4th), Local Government CRM (2nd), Marketing Management (4th)
SAP Marketing Cloud
Average Rating
7.0
Reviews Sentiment
7.6
Number of Reviews
1
Ranking in other categories
Marketing Resource Management (1st), Marketing Automation (7th)
 

Mindshare comparison

While both are Marketing Applications solutions, they serve different purposes. SAP CRM is designed for CRM and holds a mindshare of 11.4%, up 10.2% compared to last year.
SAP Marketing Cloud, on the other hand, focuses on Marketing Resource Management, holds 8.5% mindshare, down 10.4% since last year.
CRM
Marketing Resource Management
 

Featured Reviews

Bruno Spiazzi - PeerSpot reviewer
Good solution for controlling company processes
Our primary use case for SAP is as a principal company system and it's relatively easy to understand our process in the system. It's quite easy to analyze the configuration and make other operations make custom accounts for the application. In my opinion, it's a good experience I don't have a…
Srini-Dhanaraj - PeerSpot reviewer
Used for customer segmentation and campaign management but have slow email response
Deployment is not complex and takes six to eight weeks. You need to understand what exactly it entails. The customer is the client, the business that will use and benefit from the software. We need to understand their business processes, particularly how they want to build the customer profile. Once we understand that, we may need to integrate with various source systems where interactions occur. For example, a customer may purchase many products through Amazon, and the client may want to integrate data from these Amazon transactions to understand the customer's buying patterns. This is a typical e-commerce scenario, not limited to Amazon. So, you connect to a third-party system to extract data and capture it in the Marketing Cloud. You create a customer profile to analyze behavior, such as if a person buys expensive items when they get their salary or during promotional periods. Based on this profiling, you can push targeted marketing campaigns to customers, such as promotions during a long weekend or Easter holiday. Understanding the customer profile is crucial for effective marketing.

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"SAP CRM's most valuable at a branch level."
"What I found most valuable in SAP CRM is its multitenancy, and you can use it from your website, SMS, and even social media, and it's all integrated, so my company is trying to leverage on all of those."
"The stability is good."
"The initial setup of SAP CRM was simple."
"Compared to other systems, SAP CRM has been reliable, stable, and cost-effective for us."
"We like that this solution has made our whole accounting function paperless."
"Getting the right information at the right time across different programs is important. These programs lack interaction between them. IPA is a good option to bring them together."
"The solution assists us in identifying what to send, what to offer, and what customers are buying."
"Segmentation and campaigning are very important features."
 

Cons

"The solution needs more flexible customization, tender request, and they need to think about some of the localization aspects."
"They have recently updated their user interface but they should continue to improve upon it in the future. Additionally, overall performance or speed of response times could be better."
"Improvement is needed for SAP CRM's integration with Microsoft Teams and Outlook Its integration with Microsoft collaboration software, including Teams, Outlook, and SharePoint, is not very good. There are issues with synchronization between appointments in CRM and Outlook, as well as challenges with managing contacts, which creates problems."
"They could improve the product's analytics and reporting capabilities. Additionally, they could enhance its web interface speed."
"They should improve the design to make it more appealing to users."
"There are quite a lot of missing parts in SAP CRM, which is why we do a lot of customization. Not everything is there, and some things need custom coding to cater to specific needs. It is not a plug-and-play solution with standard features, and we have to customize quite a lot."
"CRM is costlier than its competitors."
"The B2C features of SAP are strong, but they are not very known to the public and companies. They must make it more known for B2C applications or B2C use cases."
"Email response could be improved."
 

Pricing and Cost Advice

"The product is expensive."
"The solution is expensive."
"From the maintenance perspective, SAP CRM is quite expensive compared to cloud services because the current solution they're using is managed by us and we are hosting it on servers. There is the cost of hosting, and managing servers and applications. The overhead is substantial, but this solution is a legacy system. It will take some time for the customer to migrate out of it."
"SAP CRM is not suitable for smaller businesses because it is expensive. The larger businesses would be able to handle the cost."
"Every user needs to have a license."
"We have to pay a yearly licensing fee for SAP CRM, which is expensive."
"SAP CRM offers a free trial for anyone wanting to test the product before purchasing it."
"The company has seen an increase in revenue."
Information not available
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Top Industries

By visitors reading reviews
Computer Software Company
12%
Manufacturing Company
10%
Government
9%
Financial Services Firm
9%
Financial Services Firm
18%
Computer Software Company
15%
Manufacturing Company
12%
Wholesaler/Distributor
9%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Questions from the Community

What do you like most about SAP CRM?
Getting the right information at the right time across different programs is important. These programs lack interaction between them. IPA is a good option to bring them together.
What needs improvement with SAP CRM?
One area for improvement is the security model, especially regarding records management retention and the audit and legal holds. Since we're in the middle of a cloud digital transformation, it's es...
What needs improvement with SAP Marketing Cloud?
Email response could be improved. SAP Marketing Cloud may be difficult to sell to a sports club. Sports fans can be numerous, often in the millions or even billions. If you want to reach them, this...
What is your primary use case for SAP Marketing Cloud?
We use the solution for customer segmentation and campaign management. It allows us to capture customer information in a single system.
 

Comparisons

 

Also Known As

No data available
SAP Hybris Marketing Cloud
 

Overview

 

Sample Customers

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.
PT XL Axiata Tbk, Lenovo, Molson Coors Brewing Company, Sailing Team Germany, CHIO Aachen, Danone, Evoshield, Mohawk Industries, FC Bayern Munchen AG, D. SWAROVSKI KG, WeissBeerger, Groupe SAMSE, Cox Communications Inc.
Find out what your peers are saying about Salesforce, Microsoft, monday.com and others in CRM. Updated: January 2025.
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