CRM Software

Software Profile & Review Summary

SAP offers many types of enterprise application software, but is perhaps best known as an ERP vendor. The company was founded in 1972 and is headquartered in Waldorf, Germany.

SAP CRM customers include Nespresso, ECENTA America, Inc, and KLA-Tencor.

Company Status: Public
Customers: N/A
Employees (per LinkedIn): 66,899 (entire company)
Pricing: N/A
Best Fit For:
  • Enterprises
  • Companies in the SAP ecosystem

SAP CRM Customer Distribution

SAP CRM Customer Distribution Pie Chart
Source: (16) User reviews and ratings of SAP CRM on TrustRadius

Aggregate User Ratings of SAP CRM on TrustRadius

Source: (10) User reviews of SAP CRM on TrustRadius
Rating Attribute SAP CRM # of Reviewers Contributing to Rating Average CRM Category Average
Likelihood to recommend 6.0 10 7.9
Likelihood to renew 9.0 4 8.3
Support 8.0 1 7.8

Summary of SAP CRM Reviews

Source: (10) User reviews of SAP CRM on TrustRadius
Integration with other SAP products
SAP CRM integrates well with other SAP products such as ECC and ERP. It's great for businesses already in the SAP ecosystem.
The interface is outdated and difficult to use, and can negatively affect user adoption.
The software offers a robust set of features, including things like territory management, trade promotion management, campaign management, claims management, and call center integration.
The software can be slow and clunky.
Some users say SAP CRM is very flexible and can be adapted to pre-existing business processes. However, others say the software is difficult to customize and requires IT resources to do so.

Tips from SAP CRM End-Users

“Typically, these days there are a lot of considerations as to why a SaaS based CRM makes more sense. Implementation costs for CRM OnPrem are very high and durations from project kick-off to GoLive are long.”
Sebastian Jungels
Business Development Manager at ECENTA America, Inc
Jan. 2015
“The biggest deciding factors are going to be whether or not you're planning on integrating the system with other SAP components and whether or not you need specific functionality that isn't as strong in the competing systems. If you're looking for a standalone CRM option with standard functionality around Sales, Customer Service, and Marketing, Salesforce, SugarCRM, etc... are probably fine. On the other hand, if you have an SAP ERP system and you're looking to design end-to-end business processes across more than one system, then SAP CRM should be at the top of your list.”
Tom Leddy
Solution Architect at MillerCoors
Dec. 2014
“Are you already using an SAP ERP system? If so then integration is very easy and most of your master data can be downloaded from the ERP system which saves lot of time and effort!... Consider the infrastructure needs for SAP CRM. It's usually a little on the higher side compared to other systems… If you are looking for Analytics then keep in mind that most of the Analytics features in SAP CRM are dependent on using SAP BI.”
Anirudh Reddy
CRM Solution Lead at KLA-Tencor
Jan. 2015
“Make sure you have a solid understanding company wide on how you would like to implement this system and what you would use it for. Take the time, even if it takes months to do the work and have a solid plan on how your company would like to use the system now, and ten to twenty years from now. If you do the hard grunt work up front then it should help the implementation and use of the product be a success in your company.”
Sarah Geist
Business Analyst at Cupcake Carousel
Jan. 2015

SAP CRM Response to Reviewer Feedback