SAP CRM Reviews

Vendor: SAP

3.9 out of 5

43 reviews
83% willing to recommend

1,163 followers

What is SAP CRM?

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.

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SAP CRM is the #2 ranked solution in top Local Government CRM solutions, #4 ranked solution in top CRM solutions, and #4 ranked solution in top Marketing Management solutions. PeerSpot users give SAP CRM an average rating of 7.8 out of 10. SAP CRM is most commonly compared to monday.com: SAP CRM vs monday.com. SAP CRM is popular among the large enterprise segment, accounting for 62% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a computer software company, accounting for 12% of all views.

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Featured reviews

Shreyas K M S

Systems Architect at NetApp

Setting up SAP CRM is straightforward. I rate it eight out of 10 for ease of setup. SAP provides all the tools and techniques were available from the vendor. However, the integration portion is a lot of work and requires some functional consultants. It takes some effort to customize the program and rewrite it to align with our business standards, but the initial implementation is straightforward. We didn't face any challenges here. Total deployment for this project took around eight or nine months, including development, testing, and validation. After deployment, the administration is fairly simple. We have to take care of the licensing part and forecast data growth for the next three or four months. We have the tools and people available for operations as well as vendor support. If we have complex issues, we can raise a ticket to the vendor and get it sorted.

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ToniaSpight-Sokoya

Personal Service Consultant at Sokoya Networking

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 essential to ensure the system flags documents properly according to global retention policies. We need to address bugs and make sure our system fully aligns with our procedures and policies. This is crucial to prevent breaches, especially in a time when breaches are becoming more common. For instance, my personal identity was compromised four months ago when my mortgage company had a breach, and I’m still working with the FTC to clean up the damage. In my work in mortgage and financial services, I’m focused on preventing this kind of issue for our consumers and clients.

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Srini-Dhanaraj

Founder & CEO at imfine.club

SAP C4C is very simple. We used it for a simple module, like lead and opportunity. The integration capabilities on the cloud are a bit rigid. It is not flexible. When people visit websites, we take the cookies, try to create leads and communicate with them. Organizations that want to buy the product must consider their return on investment and why they need SAP. They must consider why they cannot use any other product. If the business process is complex and we need good integration, we can choose SAP. The solution is complex for businesses where people place orders and make payments. We will have to integrate the solution with a data warehouse for the communication to go in and out. I rate the product a five out of ten for such a scenario. If an organization only does sales and marketing, I rate the tool an eight out of ten.

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SAP CRM mindshare

Product category:

As of November 2024, the mindshare of SAP CRM in the CRM category stands at 12.3%, up from 9.3% compared to the previous year, according to calculations based on PeerSpot user engagement data.

CRM

Key learnings from peers

Valuable Features

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.

"Compared to other systems, SAP CRM has been reliable, stable, and cost-effective for us."
"The most valuable feature is real-time data. You don't have to go to the finance team for information. On one screen, you can see if stock is available and check the customer's outstanding balance, and then you can process the order. SAP CRM's integration with other applications is easier."
"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."

Room for Improvement

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.

"They could improve the product's analytics and reporting capabilities. Additionally, they could enhance its web interface speed."
"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."
"The solution is expensive."

ROI

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.

Pricing

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.

"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."
"Every user needs to have a license."
"The solution is expensive."

Popular Use Cases

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.

Service and Support

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.

Deployment

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.

Scalability

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.

Stability

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.

These insights are based on the in-depth reviews provided by peers to help you make a better buying decision.

Download our SAP CRM Buyer's Guide for additional reliable information.

Review data by company size

By reviewers

By visitors reading reviews

Top industries

By visitors reading reviews

Computer Software Company

12%

Manufacturing Company

11%

Government

Educational Organization

Financial Services Firm

University

Healthcare Company

Retailer

Energy/Utilities Company

Construction Company

Media Company

Comms Service Provider

Real Estate/Law Firm

Non Profit

Wholesaler/Distributor

Insurance Company

Pharma/Biotech Company

Consumer Goods Company

Legal Firm

Hospitality Company

Logistics Company

Outsourcing Company

Recreational Facilities/Services Company

Wellness & Fitness Company

Performing Arts

Transportation Company

Compare SAP CRM with alternative products

Learn more about SAP CRM

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.

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SAP CRM 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.