What users are saying about
Top Rated
291 Ratings
147 Ratings
Top Rated
291 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.1 out of 100
147 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.5 out of 100

Likelihood to Recommend

Salesforce Commerce Cloud

Salesforce Commerce Cloud is well suited for medium to large sized eCommerce platforms (mainly B2C but B2B could work as well) who are looking to streamline their web processes and website functionalities while incorporating multiple departments. If you are a small business and have tighter margins, this may not be the best choice for you as there may not be as many opportunities to utilize all of the CRM's features and you may be at a financial loss because of it. Otherwise, this platform is great for organization and providing a helping hand in your eCommerce roadmap!
Natasha Sandhu | TrustRadius Reviewer

SAP CRM

SAP CRM is a well-designed platform for small to medium-sized businesses that want to manage their customer-centric operations through a single pane of glass. Changes can be made quickly and easily for different scenarios. Many features allow flexibility and scalability, making it ideal for large industries with significant capital and customer bases. Data automation helps maintain a healthy relationship with customers.
Aononna Tazin | TrustRadius Reviewer

Feature Rating Comparison

Online Storefront

Salesforce Commerce Cloud
7.3
SAP CRM
Product catalog & listings
Salesforce Commerce Cloud
7.8
SAP CRM
Product management
Salesforce Commerce Cloud
7.4
SAP CRM
Bulk product upload
Salesforce Commerce Cloud
7.3
SAP CRM
Branding
Salesforce Commerce Cloud
7.7
SAP CRM
Mobile storefront
Salesforce Commerce Cloud
7.1
SAP CRM
Product variations
Salesforce Commerce Cloud
7.4
SAP CRM
Website integration
Salesforce Commerce Cloud
7.5
SAP CRM
Visual customization
Salesforce Commerce Cloud
6.7
SAP CRM
CMS
Salesforce Commerce Cloud
6.7
SAP CRM

Online Shopping Cart

Salesforce Commerce Cloud
7.4
SAP CRM
Abandoned cart recovery
Salesforce Commerce Cloud
7.3
SAP CRM
Checkout user experience
Salesforce Commerce Cloud
7.5
SAP CRM

Online Payment System

Salesforce Commerce Cloud
8.2
SAP CRM
eCommerce security
Salesforce Commerce Cloud
8.2
SAP CRM

eCommerce Marketing

Salesforce Commerce Cloud
7.8
SAP CRM
Promotions & discounts
Salesforce Commerce Cloud
7.6
SAP CRM
Personalized recommendations
Salesforce Commerce Cloud
7.5
SAP CRM
SEO
Salesforce Commerce Cloud
8.2
SAP CRM

eCommerce Business Management

Salesforce Commerce Cloud
7.1
SAP CRM
Multi-site management
Salesforce Commerce Cloud
7.9
SAP CRM
Order processing
Salesforce Commerce Cloud
7.3
SAP CRM
Inventory management
Salesforce Commerce Cloud
7.1
SAP CRM
Shipping
Salesforce Commerce Cloud
6.9
SAP CRM
Custom functionality
Salesforce Commerce Cloud
6.2
SAP CRM

Sales Force Automation

Salesforce Commerce Cloud
SAP CRM
8.7
Customer data management / contact management
Salesforce Commerce Cloud
SAP CRM
9.0
Workflow management
Salesforce Commerce Cloud
SAP CRM
9.1
Territory management
Salesforce Commerce Cloud
SAP CRM
8.5
Opportunity management
Salesforce Commerce Cloud
SAP CRM
8.3
Integration with email client (e.g., Outlook or Gmail)
Salesforce Commerce Cloud
SAP CRM
8.8
Contract management
Salesforce Commerce Cloud
SAP CRM
8.6
Quote & order management
Salesforce Commerce Cloud
SAP CRM
8.7
Interaction tracking
Salesforce Commerce Cloud
SAP CRM
8.8
Channel / partner relationship management
Salesforce Commerce Cloud
SAP CRM
8.6

Customer Service & Support

Salesforce Commerce Cloud
SAP CRM
8.4
Case management
Salesforce Commerce Cloud
SAP CRM
8.7
Call center management
Salesforce Commerce Cloud
SAP CRM
8.2
Help desk management
Salesforce Commerce Cloud
SAP CRM
8.3

Marketing Automation

Salesforce Commerce Cloud
SAP CRM
8.4
Lead management
Salesforce Commerce Cloud
SAP CRM
8.4
Email marketing
Salesforce Commerce Cloud
SAP CRM
8.4

CRM Project Management

Salesforce Commerce Cloud
SAP CRM
8.5
Task management
Salesforce Commerce Cloud
SAP CRM
8.1
Billing and invoicing management
Salesforce Commerce Cloud
SAP CRM
8.8
Reporting
Salesforce Commerce Cloud
SAP CRM
8.7

CRM Reporting & Analytics

Salesforce Commerce Cloud
SAP CRM
8.8
Forecasting
Salesforce Commerce Cloud
SAP CRM
8.8
Pipeline visualization
Salesforce Commerce Cloud
SAP CRM
8.7
Customizable reports
Salesforce Commerce Cloud
SAP CRM
8.7

Customization

Salesforce Commerce Cloud
SAP CRM
8.3
Custom fields
Salesforce Commerce Cloud
SAP CRM
8.4
Custom objects
Salesforce Commerce Cloud
SAP CRM
8.7
Scripting environment
Salesforce Commerce Cloud
SAP CRM
8.2
API for custom integration
Salesforce Commerce Cloud
SAP CRM
8.0

Security

Salesforce Commerce Cloud
SAP CRM
8.8
Single sign-on capability
Salesforce Commerce Cloud
SAP CRM
8.9
Role-based user permissions
Salesforce Commerce Cloud
SAP CRM
8.6

Social CRM

Salesforce Commerce Cloud
SAP CRM
8.8
Social data
Salesforce Commerce Cloud
SAP CRM
8.6
Social engagement
Salesforce Commerce Cloud
SAP CRM
8.9

Integrations with 3rd-party Software

Salesforce Commerce Cloud
SAP CRM
8.5
Marketing automation
Salesforce Commerce Cloud
SAP CRM
8.7
Compensation management
Salesforce Commerce Cloud
SAP CRM
8.3

Platform

Salesforce Commerce Cloud
SAP CRM
8.2
Mobile access
Salesforce Commerce Cloud
SAP CRM
8.2

Pros

Salesforce Commerce Cloud

  • Being a global brand, having a solution that works globally was key. SFCC is particularly good for allowing easily implementations and deployments of global solutions
  • SFCC is a scalable solution which supported our need to roll out global sites quickly
  • The vendor marketplace is used to find vendors and solutions who have pre-existing implementations and code templates, meaning it’s more cost effective to deliver
  • With speed being such a crucial factor these days, SFCC is excellent at optimising performance. Whether it be server capacity around crucial events or a CDN that can deliver pages and content in a balanced and optimal way
  • The SFCC roadmap is impressive. They have been good at understanding client requirements and including solutions to the core platform - i.e Apple Pay or GDPR
Gareth Beer | TrustRadius Reviewer

SAP CRM

  • Our customers benefit from SAP CRM's 360-degree views and case management capabilities.
  • As a middleware business tool, case reporting is excellent, and it works well with WM systems to communicate with various departments.
  • It is an excellent tool for tracking customer relationships across multiple channels, and it's easy to use.
Aurpa Fiza | TrustRadius Reviewer

Cons

Salesforce Commerce Cloud

  • The UX within the Business Manager portion of Demandware, the primary interface for marketers, is generally a confusing, inconsistent mess. Particularly infuriating are the lack of consistency for search and sort behavior within the tool.
  • A number of useful features, such as the ability to set schedules or tie features to unique customer segments, have seemingly arbitrary limitations imposed.
  • Demandware's idea of leveraging the community to be a learning resource and a sounding board for new ideas and features is a nice theory, but in practice it doesn't work for businesses with a lot of customization. I'm left with the impression that individual support is not a priority.
William Van Fleet | TrustRadius Reviewer

SAP CRM

  • One of the things I don't like about "SAP CRM" is that there are no alerts or notifications which could warn when something happens within the platform.
  • It does not have integration with any type of social network.
  • The robust and unintuitive appearance makes it a bit complicated to use all its functionalities.
Magly Jhonson | TrustRadius Reviewer

Likelihood to Renew

Salesforce Commerce Cloud

Salesforce Commerce Cloud 7.8
Based on 10 answers
A huge factor influencing our decision to remain on the Demandware platform is that our new parent company is standardizing all its luxury brands in the US on it. We are fortunate. However, even if we had remained an independent company, I believe we would continue on the Demandware platform for all the reasons outlined in this review. I appreciate the stability the platform has provided to our eCommerce site in the last three years as well as the continuous improvements and technological advances being rolled out that will allow us to keep the site fresh, engaging, modern and stable. I've heard many horror stories from colleagues on other platforms who struggle with the expense and complexity involved with making what should be minor and simple changes and updates to their sites.
John Perasco | TrustRadius Reviewer

SAP CRM

SAP CRM 9.0
Based on 4 answers
I know what SAP CRM can do in the future. We are very happy with the product and think it is a great choice for both SAP ERP users and even those who do not use other SAP products. We have both Salesforce and SAP CRM, and we feel that Salesforce is a good product for a few years, but SAP CRM is a more fully-featured product and is a better choice for complex organizations capable of running installed software of this complexity. It is often just a question of budget.
Anonymous | TrustRadius Reviewer

Usability

Salesforce Commerce Cloud

Salesforce Commerce Cloud 8.0
Based on 2 answers
Overall it's going great. Hoping it can reach very good heights soon.
Anonymous | TrustRadius Reviewer

SAP CRM

SAP CRM 8.7
Based on 6 answers
SAP CRM's usability involve tons and tons of use cases. It is not just for one domain, but multiple threads which run in parallel in companies. Ranging from big data analytics to resource management and housing sales data. SAP CRM is capable of all of these and even more. Therefore, it has a huge list of usabilities.
Anonymous | TrustRadius Reviewer

Reliability and Availability

Salesforce Commerce Cloud

Salesforce Commerce Cloud 8.0
Based on 2 answers
We have only had one instance where the platform went down in the time we have been using it.
Jeremiah Graham, MBA | TrustRadius Reviewer

SAP CRM

No score
No answers yet
No answers on this topic

Support Rating

Salesforce Commerce Cloud

Salesforce Commerce Cloud 9.0
Based on 6 answers
They are very responsive and a support technician will be assigned quickly. Even if there is further clarification needed for the ticket, or a solution is not immediately available, you feel that someone is there and staying on top of the issue. Most common issues are resolved quickly and satisfactorily.
Peter Kowalczyk | TrustRadius Reviewer

SAP CRM

SAP CRM 9.3
Based on 7 answers
SAP's customer service is quick and efficient, with a response time of fewer than some minutes. In either case, you'll get instant help from the vendor or online forums. In addition, the vendor provides excellent global support for this tool. Like Salesforce, SugarCRM, etc., it's probably fine as a standalone CRM option.
Aurpa Fiza | TrustRadius Reviewer

In-Person Training

Salesforce Commerce Cloud

Salesforce Commerce Cloud 8.0
Based on 1 answer
The in-person training was thorough. Trainer was pretty dry, but covered everything really well.
Jeremiah Graham, MBA | TrustRadius Reviewer

SAP CRM

No score
No answers yet
No answers on this topic

Implementation Rating

Salesforce Commerce Cloud

Salesforce Commerce Cloud 8.0
Based on 4 answers
Implementation went fairly smoothly.
Jeremiah Graham, MBA | TrustRadius Reviewer

SAP CRM

No score
No answers yet
No answers on this topic

Alternatives Considered

Salesforce Commerce Cloud

When I think of Salesforce products, I sometimes think of them interchangeably as one big lump. It's hard not to be incredibly immersed in the ecosystem day in and day out and taking advantage of resources like Trailhead. While Microsoft Dynamics compares in quality and offerings, it doesn't offer the same engagement and resources as Salesforce in its communications, social, and marketing, which makes a difference in terms of relevance and help. Commerce Cloud comes with the support you need to succeed and the tools you need to grow. In a high demand consumer world, we need products like this to keep up and get ahead. The minute we catch up, we're behind. Salesforce helps you stay on pace and create the unique and personalized experiences customers everywhere expect.
Anonymous | TrustRadius Reviewer

SAP CRM

SAP CRM is easy to use crm tools with excellent support. Lots of customization is available and increased ROI. High security and easy data analysis and display on dashboards. Builds healthy relation with customers, both pre sales and post sales. Huge variety of patches available depending on industry.
Anonymous | TrustRadius Reviewer

Return on Investment

Salesforce Commerce Cloud

  • We wasted so much time trying to get this set up right I can't even fathom the monetary loss outside of our actual cash loss from the purchase.
  • [I recommend you] vet your SF partners, ask for references or similar business customers to call on your own to learn about the company you may be working with.
  • The negative impact was so great we shelved e-commerce and B2B for at least another year. It killed our drive to even want to do it.
Kurt Johansen | TrustRadius Reviewer

SAP CRM

  • Longer implementation time when client needs customization in SAP CRM based on their custom business processes. That leads to longer ROI.
  • Proper training is key step to ROI on SAP CRM.
  • Out of box solution gives quick ROI. When client is implementing process first time & adapts SAP CRM provided solution in their organization.
Anonymous | TrustRadius Reviewer

Pricing Details

Salesforce Commerce Cloud

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

SAP CRM

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Rating Summary

Likelihood to Recommend

Salesforce Commerce Cloud
7.3
SAP CRM
8.5

Likelihood to Renew

Salesforce Commerce Cloud
7.8
SAP CRM
9.0

Usability

Salesforce Commerce Cloud
8.0
SAP CRM
8.7

Reliability and Availability

Salesforce Commerce Cloud
8.0
SAP CRM

Performance

Salesforce Commerce Cloud
9.0
SAP CRM

Support Rating

Salesforce Commerce Cloud
9.0
SAP CRM
9.3

In-Person Training

Salesforce Commerce Cloud
8.0
SAP CRM

Online Training

Salesforce Commerce Cloud
SAP CRM
7.0

Implementation Rating

Salesforce Commerce Cloud
8.0
SAP CRM

Add comparison