We use the product to manage our accounting system requirements.
ICT Officer at Intelligent Skincareinc Inc.
Reliable product with a straightforward setup process
Pros and Cons
- "Compared to other systems, SAP CRM has been reliable, stable, and cost-effective for us."
- "They could improve the product's analytics and reporting capabilities. Additionally, they could enhance its web interface speed."
What is our primary use case?
What is most valuable?
The platform's most valuable aspects are stability and performance.
What needs improvement?
They could improve the product's analytics and reporting capabilities. Additionally, they could enhance its web interface speed.
For how long have I used the solution?
We started using SAP CRM in January of this year.
Buyer's Guide
SAP CRM
January 2025
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Learn what your peers think about SAP CRM. Get advice and tips from experienced pros sharing their opinions. Updated: January 2025.
837,501 professionals have used our research since 2012.
What do I think about the stability of the solution?
The platform has been stable since we started using it.
What do I think about the scalability of the solution?
I rate the product scalability a nine out of ten.
How are customer service and support?
SAP's customer service and support have been knowledgeable and responsive.
How would you rate customer service and support?
Positive
Which solution did I use previously and why did I switch?
We migrated from Dynamics to SAP CRM due to issues with the former's functionality.
How was the initial setup?
The initial setup process was straightforward.
What about the implementation team?
We took help from a third-party vendor for implementation.
What's my experience with pricing, setup cost, and licensing?
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.
Which other solutions did I evaluate?
Before choosing SAP CRM, we evaluated other options but found SAP more suitable for our needs.
What other advice do I have?
Compared to other systems, SAP CRM has been reliable, stable, and cost-effective for us. Before implementation, ensure it aligns with your specific business requirements.
I rate it a nine.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Last updated: Jul 15, 2024
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System analyst at Ministry of Interior
Is easy to use, but is expensive
Pros and Cons
- "The solution is easy to use."
- "The solution is expensive."
What is our primary use case?
We use SAP to manage our sales pipeline and for analytics.
What is most valuable?
The solution is easy to use.
What needs improvement?
The solution is expensive.
For how long have I used the solution?
I have been using SAP CRM for five years.
What do I think about the scalability of the solution?
The scalability is good and there are five users.
How was the initial setup?
The initial setup is easy. The deployment takes two minutes.
What's my experience with pricing, setup cost, and licensing?
We pay for a license.
What other advice do I have?
Overall, I would rate the solution a six out of ten.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Buyer's Guide
SAP CRM
January 2025
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Learn what your peers think about SAP CRM. Get advice and tips from experienced pros sharing their opinions. Updated: January 2025.
837,501 professionals have used our research since 2012.
Senior Manager at a manufacturing company with 10,001+ employees
The solution has missing data and data latency issues, though its product hierarchy features are beneficial
Pros and Cons
- "The solution's contract management and product hierarchy features of SAP CRM are the most beneficial for our business operations."
- "There is a lot of missing data and data latency issues between the different modules of SAP CRM, which creates a lot of problems."
What is most valuable?
The solution's contract management and product hierarchy features of SAP CRM are the most beneficial for our business operations.
What needs improvement?
There is a lot of missing data and data latency issues between the different modules of SAP CRM, which creates a lot of problems. SAP CRM uses a patch program between the modules to send data from one system to another.
We faced two challenges with SAP CRM. One is the data latency issue, wherein data gets missed sometimes between the integration. Since it's always in a batch job, the data is not in real-time.
SAP CRM is a very old technology. Functionality-wise, it has a lot of capabilities, but the user interface and user experience are all very old-fashioned. The solution has some strong features, but the overall usage experience is something it needs to improve.
For how long have I used the solution?
I have been using SAP CRM for three years.
What do I think about the stability of the solution?
I rate SAP CRM an eight out of ten for stability.
What do I think about the scalability of the solution?
More than 1,000 users are using the solution in our organization. I use SAP CRM on a daily basis.
What other advice do I have?
We use the solution to manage our customer content. We also manage the bidding, invoice, and time submission with SAP CRM.
There is some integration between SAP CRM and other systems, which is very complicated and difficult to understand.
Overall, I rate SAP CRM a five out of ten.
Which deployment model are you using for this solution?
On-premises
Disclosure: I am a real user, and this review is based on my own experience and opinions.
system engineer at Yaşar Holding
A stable solution that is easy to use and provides fast customer support
Pros and Cons
- "The tool is easy to use."
- "The product is very expensive."
What is our primary use case?
We use the solution for finances. We use the production environment very often.
What is most valuable?
The tool is easy to use.
What needs improvement?
The product is very expensive.
For how long have I used the solution?
I have been using the solution for many years.
What do I think about the stability of the solution?
The product is very stable.
What do I think about the scalability of the solution?
The product is scalable. Approximately 500 to 1000 people in our organization use the solution.
How are customer service and support?
We have contacted support. The support team answers fast.
How was the initial setup?
We are moving to the cloud environment.
What other advice do I have?
I will recommend the solution. Our software developers are working on creating a CRM program. We will switch to it once it is created. Overall, I rate the solution a nine out of ten.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Senior Engineer at Team Computers
A stable solution that provides accurate information and good results, but its user interface could be improved
Pros and Cons
- "SAP CRM is very fast, providing accurate information and good results."
- "SAP CRM should create a more user-friendly graphical user interface (GUI)."
What is our primary use case?
We use SAP CRM for the material's incoming and outgoing delivery.
What is most valuable?
SAP CRM is very fast, providing accurate information and good results.
What needs improvement?
SAP CRM should create a more user-friendly graphical user interface (GUI).
For how long have I used the solution?
I have been using SAP CRM for six months.
What do I think about the stability of the solution?
The solution’s stability is good.
What do I think about the scalability of the solution?
SAP CRM is a scalable solution. Around 500 users are using the solution in our organization.
How was the initial setup?
The solution’s initial setup is a little complex.
What about the implementation team?
We implemented the solution through an integrator. It takes more than a week to deploy SAP CRM. Three to four engineers and developers are required for the solution's deployment and maintenance.
What's my experience with pricing, setup cost, and licensing?
We have to pay a yearly licensing fee for SAP CRM, which is expensive.
What other advice do I have?
I would recommend SAP CRM to other users.
Overall, I rate SAP CRM a seven out of ten.
Which deployment model are you using for this solution?
On-premises
Disclosure: I am a real user, and this review is based on my own experience and opinions.
SAP Basis Consultant at Experis US, Inc.
Great support and easy to set up but can be quite expensive
Pros and Cons
- "Its scalability is good."
- "CRM is costlier than its competitors."
What is our primary use case?
I've worked on archiving on SAP CRM. I worked on an archiving object called CRM Act-On in my last project.
We've got something called IPC, Internet Pricing and Configurator. They have built a custom-built solution over that. Apart from that, the vendors use the CRM solution.
What is most valuable?
I'm not an SAP CRM expert. I don't dig deeply into the features.
There are use cases where I have supported it and it worked fine.
The initial setup is not too hard.
The solution is stable.
Its scalability is good.
Support has been great.
The architecture, the business functionality, and the features really help the current existing organization.
Integrating the existing SAP CRM with other SAP systems is easy. You would need somebody who has some cross-functional expertise if you work with both non-SAP and SAP solutions.
What needs improvement?
I read somewhere that SAP has ceded space to Salesforce in this area. I have heard SAP has stopped developing SAP CRM further.
We would like to see them offer lower pricing. There are other solutions in the market that will provide effective solutions at a much lower price. CRM is costlier than its competitors.
For how long have I used the solution?
I've been using the solution for four years.
What do I think about the stability of the solution?
The solution is very stable and offers straightforward reliability. I haven't dealt with bugs or glitches and haven't experienced crashes or freezing.
What do I think about the scalability of the solution?
It is not an issue if you need to scale. It can expand well.
I cannot speak to how many people are using the solution.
How are customer service and support?
We worked with SAP on my last project. We had an issue regarding the Bdocs, and then we worked with SAP support personnel.
They were a show-stopper and they really helped us. I would rate their support highly.
How would you rate customer service and support?
Positive
Which solution did I use previously and why did I switch?
Choosing the solution was the job of the CTO.
There are a host of factors, including budget and support factors which will really go into decision-making. However, decisions on what to use or move away from is made at the C-suite level.
How was the initial setup?
The initial setup is pretty simple and straightforward. It is not difficult. People who are well-versed in CRM won't have trouble.
What's my experience with pricing, setup cost, and licensing?
I am not aware of the exact cost. However, my understanding is that it is quite costly.
What other advice do I have?
I'm an SAP consultant.
The solution is good, and if a client was looking into it, I would compare it to others in the market and recommend what was best for the client according to their environment. Sometimes CRM is the right solution. Sometimes it may not be.
I'd rate CRM a seven out of ten.
Which deployment model are you using for this solution?
On-premises
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Head of Data at Gauri Ltd
Reliable, scalable, and beneficial for large companies
Pros and Cons
- "SAP CRM is a scalable solution."
- "What I see as a challenge against our competitor is that Salesforce comes with more flexibility, for enhancement purposes, whereas the SAP CRM Cloud is more robust and rigid. It's not flexible to implement any bespoke solution."
What is our primary use case?
We have customers that are using SAP CRM in the cloud and others are using it on-premise.
We have done C4C for logistics and C4 Cloud for sales, for the retail industry, public sectors, and a boiler heater which I would classify as non-retail. There are many industries we have used this solution in.
The public sector deployment was on-premise, and the logistics and retail were on the cloud.
What needs improvement?
What I see as a challenge against our competitor is that Salesforce comes with more flexibility, for enhancement purposes, whereas the SAP CRM Cloud is more robust and rigid. It's not flexible to implement any bespoke solution.
For how long have I used the solution?
I have been using SAP CRM for more than 10 years.
What do I think about the stability of the solution?
The stability of SAP CRM is good.
What do I think about the scalability of the solution?
SAP CRM is a scalable solution.
We have a few clients using SAP CRM.
How are customer service and support?
SAP CRM has poor attrition, with a lot of people joining and leaving the SAP space. No single person has a wider knowledge of SAP E3, ECC, C4C, or CRM in their whole space. People are joining and leaving. If you take a different sector, for example, someone very good in hybris and that hybris team may not know what is SAP ERP. Similarly, the ERP expert may not know how CRM works. There are a lot of disconnects, but fortunately, as a Gauri organization, we worked in all the specialties, we can help anyone in SAP if they need help.
Which solution did I use previously and why did I switch?
I have used Salesforce previously.
How was the initial setup?
The initial setup is fine. We use an activate methodology, and we go and find the scope. However, all the customers will align with what SAP delivers out of the box, every customer needs some variation. That variation you need to deliver through the bespoke development. Unfortunately, the bespoke development in SAP CRM Cloud is quite challenging.
What other advice do I have?
I would recommend this solution for large industries. If the company is small to medium-sized, I would recommend Salesforce.
I rate SAP CRM an eight out of ten.
Disclosure: My company has a business relationship with this vendor other than being a customer: Partner
SAP Consultant at Savic Tech
Shows customer's outstanding balance and has customizable reporting features
Pros and Cons
- "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."
- "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."
What is our primary use case?
When I was in sales earlier, we used SAP CRM for several important tasks. We entered customer orders into the system, and we could also check a customer's outstanding balance through the product. This helped us determine whether we could process a new order for that customer.
What is most valuable?
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.
Analytics can be done through reports. It's very easy. Many reports are by default, and there are many reports that you can create. You can customize the report to meet customer requirements.
What needs improvement?
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.
For how long have I used the solution?
I have been working with the product for five years.
What do I think about the stability of the solution?
I rate the tool' stability a ten out of ten.
What do I think about the scalability of the solution?
I rate SAP CRM's scalability a ten out of ten. My company has 200 users who use it daily.
How are customer service and support?
I've used the tool's tech support. It's available 24/7. We have dedicated people for every project, so SAP supports us directly. We can go straight to SAP for clarification and resolution for any issue we face. They're customer-friendly.
Which solution did I use previously and why did I switch?
I have worked with Salesforce. It is not even half as useful as SAP CRM.
How was the initial setup?
We don't have to install transactions again and again newly. All transactions should be on the cloud by default, and we can select what we want to use or what access to give to which users.
What's my experience with pricing, setup cost, and licensing?
Every user needs to have a license.
What other advice do I have?
I rate the overall product a nine out of ten. The only problem is that the customer cannot describe exactly what they need. When we deliver it, they say that it should have been like this or like that, so we have to make changes to the results.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Last updated: Jul 12, 2024
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