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SAP CRM vs Siebel CRM comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Jan 12, 2025

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
Ranking in CRM
4th
Ranking in Local Government CRM
2nd
Average Rating
7.8
Reviews Sentiment
6.8
Number of Reviews
43
Ranking in other categories
Marketing Management (4th)
Siebel CRM
Ranking in CRM
6th
Ranking in Local Government CRM
3rd
Average Rating
7.8
Reviews Sentiment
6.3
Number of Reviews
18
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of February 2025, in the CRM category, the mindshare of SAP CRM is 11.4%, up from 10.2% compared to the previous year. The mindshare of Siebel CRM is 6.7%, down from 7.7% compared to the previous year. It is calculated based on PeerSpot user engagement data.
CRM
 

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…
KalpanaSingh - PeerSpot reviewer
Customizable and flexible but user experience needs enhancement
Siebel is not user-friendly. There are so many tabs and different features that until it's explained to someone, they will not understand it. A user-friendly tool is supposed to be designed in a way where the user can log in and intuitively understand how to use it. People who use it regularly are still confused, and it requires a lot of clicks and is very difficult to navigate. Sometimes it takes a lot of time to reflect the correct information—even when it's updated, you have to refresh it again and again to see the right data.

Quotes from Members

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

Pros

"It provides innovative ideas for implementation."
"SAP CRM has a good performance."
"We use SAP CRM for customer service improvement. The main idea is to make sure our team has the right information when talking to customers. This helps them process things like price approvals for quotes faster. The goal is to make the product more efficient, and faster, and, in the end, provide better customer service."
"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."
"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."
"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 is easy to use."
"SAP is very easy to use."
"The flexibility is very good."
"The tool's complaint management feature is very good. We used a CRM before, which lacked the integrations, so complaints had to be handled manually. With Siebel CRM, we have better integrations and can resolve complaints with a few clicks. When you're in the service industry, tasks matter a lot, especially when you have to access multiple systems to address issues. Being a bank, we currently have around 17 operational systems. It's not feasible to expect users to access them individually to make the necessary changes."
"The solution's order management pack is quite fantastic."
"Siebel offers a high level of customization which has been valuable. The solution also offers the ability to model complex products."
"Siebel is easy to configure and comes with various pre-built industry verticals, so it doesn't require much effort. If you want to roll out Siebel in telecom or manufacturing, they have the verticals."
"Siebel CRM's most beneficial aspects are the workflows. It has complete holistic workflows for a customer management system."
"The best thing about the tool is its data model. The underlying data model refers to how the data is stored in databases. We can also experience the ease of developing anything with the tool. We can customize any functionality as per any business challenge."
"One valuable feature is that certain views can be adjusted as per our requirements, which adds a level of customization that is appreciated."
 

Cons

"The solution needs more flexible customization, tender request, and they need to think about some of the localization aspects."
"The tool's installation on the cloud takes time, but it should be easier. One transaction takes around one to one and a half hours."
"I think what needs to be improved is the solution for Brazil's organization."
"There is no scope for integration because SAP does not allow any personal integration."
"There could be some specific configurable options on the UI level to improve visibility."
"Content management is one area where SAP CRM could use some work because we were seeking a CRM solution that could store BLOB data, like PDF and email data, which takes up a lot of space in the database. Recently, we migrated to a content server, but it would be nice if CRM had built-in BLOB data management because BLOB data is a challenge we've been dealing with since last year."
"We would like the coding system within this solution to be more straightforward when carrying out general entry tasks."
"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."
"Currently, Siebel CRM is not helping the agent provide faster feedback to the customer."
"Siebel CRM should improve its UI. Because it's all about the customer experience and how the customer experiences it, the internal customer is more important for CRM than the people handling the company. So, you get frustrated if you don't have a very good user interface and user experience."
"Siebel CRM can improve as an ERP and for a few corporate business workloads."
"The UI could be improved by being fully cloud native as this is what our customers are looking for. It would also be great to see what updates are coming up for release and for updates to take place automatically without manual intervention."
"Oracle needs to improve its support. The major drawback I've observed with Siebel CRM is that Oracle hasn't taken appropriate steps to improve it since 2019. We noticed a steep downfall because Oracle was slow to roll out upgrades like Open UI. By the time these upgrades were available, the market had shifted to cloud solutions, which competitors were already providing much earlier."
"The user interface, mobile application, and support could be improved."
"The tool took a lot of time to deploy."
"Siebel is pricey compared to other CRM tools. That's the problem. Although it's a highly stable and functionally rich application, customers are not willing to pay that price for it. Customers can find CRM software that gives them similar functionality at a lower price. There are so many others on the market like Salesforce."
 

Pricing and Cost Advice

"The pricing from SAP is good but it takes time to realize the investment."
"SAP CRM offers a free trial for anyone wanting to test the product before purchasing it."
"SAP CRM is not suitable for smaller businesses because it is expensive. The larger businesses would be able to handle the cost."
"The licensing model for SAP CRM is customer-based."
"There is a license required for the solution and most of my clients purchase an annual license."
"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."
"As for the product licensing, we pay an annual fee. It's important to consider setup costs and licensing based on your organization's budget and needs."
"There is a license required to use SAP CRM."
"I think the tool’s pricing is exaggerated. Once you do the price sizing as per your business needs, you would find that the price of other solutions like Zoho CRM, HubSpot CRM, Salesforce CRM, etc. would be always the same."
"The price of Siebel CRM depends on the usage of the business requirement. For large enterprises the price it's very good but if you are using it for medium scale enterprises, the price is very expensive."
"Its licensing is yearly."
"The product is expensive."
"This solution is expensive compared to other solutions in the market. This makes it difficult to convince our customers to use it. The customers who are already using Siebel have thought about moving to Velocity or Salesforce."
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Top Industries

By visitors reading reviews
Computer Software Company
12%
Manufacturing Company
10%
Government
9%
Financial Services Firm
9%
Computer Software Company
17%
Financial Services Firm
13%
Government
13%
Manufacturing Company
9%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

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 do you like most about Siebel Sales?
Siebel CRM has enhanced customer engagement for our organization, particularly through its robust data model and flexible features. One specific scenario where Siebel CRM excelled was in addressing...
What is your experience regarding pricing and costs for Siebel Sales?
I do not have any information on pricing, setup cost, or licensing.
What needs improvement with Siebel Sales?
Siebel is not user-friendly. There are so many tabs and different features that until it's explained to someone, they will not understand it. A user-friendly tool is supposed to be designed in a wa...
 

Comparisons

 

Also Known As

No data available
Siebel Sales
 

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.
Hover Automotive India Pvt. Ltd., Lawn Tennis Association, Tªrk Telekom, Bouygues Telecom, City of Atlanta, IGEPA IT-SERVICE GmbH, ec4u expert consulting AG, Salud Responde, Sascar, Banca Transilvania, UL, Ingersoll Rand, The Royal Dutch Touring Club ANWB
Find out what your peers are saying about SAP CRM vs. Siebel CRM and other solutions. Updated: January 2025.
837,501 professionals have used our research since 2012.