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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 11.3%, up 10.3% compared to last year.
SAP Marketing Cloud, on the other hand, focuses on Marketing Resource Management, holds 8.5% mindshare, down 9.4% since last year.
CRM
Marketing Resource Management
 

Featured Reviews

GodfreyNoel - PeerSpot reviewer
Excellent user experience with ease of use and reliable technical support
When SAP CRM does the maintenance, it can take a long time, which can impact business continuity because we have to wait for the maintenance team to finish their work. Maybe if SAP could establish how you can access the tool using a cloud-based environment that would be virtualization, that would be better.
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

"The most important factor for recommending SAP CRM is its integration with the core SAP platform. Globally, most enterprises are using SAP as an ERP platform to manage their key business functions. SAP CRM has out-of-the-box integration with the core SAP platform. You can integrate your pre-sales and post-sales into the single platform on the SAP CRM very easily, and you can extend that CRM to your customers who can actually see what is happening to their orders—such as whether it is dispatched or not dispatched or at what stage it is—simply by logging onto the CRM platform."
"The initial setup of SAP CRM was simple."
"One of the main things is that the reports are very customizable. It is very easy and user-friendly to customize the reports the way the user wants. They can see the reports as per their expectations and change them accordingly."
"SAP CRM's most valuable at a branch level."
"Its scalability is good."
"The flexibility to design the portal and customize it according to the needs of the clients is valuable. The integration with SAP ERP is also valuable."
"We like that this solution has made our whole accounting function paperless."
"The solution is stable."
"Segmentation and campaigning are very important features."
 

Cons

"They should improve the design to make it more appealing to users."
"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."
"SAP CRM could improve by being easier to use and customer-friendly."
"The solution is expensive."
"Our users are using it primarily from their laptop browser and very few are using it on their mobile because the mobile is not that user-friendly."
"There is no scope for integration because SAP does not allow any personal integration."
"The interface could be improved."
"There is a lot of missing data and data latency issues between the different modules of SAP CRM, which creates a lot of problems."
"Email response could be improved."
 

Pricing and Cost Advice

"There is a license required to use SAP CRM."
"The product 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."
"Every user needs to have a license."
"The solution is expensive."
"The product is costly."
"They should reduce the price to target small businesses."
"SAP CRM offers a free trial for anyone wanting to test the product before purchasing it."
Information not available
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Top Industries

By visitors reading reviews
Computer Software Company
12%
Manufacturing Company
9%
Government
9%
Financial Services Firm
9%
Financial Services Firm
18%
Manufacturing Company
13%
Computer Software Company
13%
Wholesaler/Distributor
10%
 

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.
 

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: February 2025.
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