SAP CRM Reviews

137 Ratings
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Score 8.5 out of 100

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June 04, 2021
Magly Jhonson | TrustRadius Reviewer
Score 8 out of 10
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Likelihood to Recommend

A perfect scenario to use [SAP] CRM tool would be with the intention of improving efficiency, speed, and creativity when selling products and services through marketing or improving the response time to customer concerns and providing quick solutions to their problems.
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June 04, 2021
Pedro Oliveira | TrustRadius Reviewer
Score 10 out of 10
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Likelihood to Recommend

[SAP CRM] is an essential tool for the sales and business market. It has excellent features to improve customer relationships, sales, marketing and excellent reporting resources to demonstrate results and make decisions with management.
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May 28, 2021
Usamah Ahmed | TrustRadius Reviewer
Score 9 out of 10
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Likelihood to Recommend

Easy to make changes for various scenarios and there is so much functionality that allows for flexibility and scalability.
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June 01, 2021
Anonymous | TrustRadius Reviewer
Score 9 out of 10
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SAP CRM is a beautifully crafted platform for small to large scale companies who intend to manage their customer centric operations via a single pane of glass. Obviously, features provided by SAP CRM can be achieved by multiple other tools, like specific tools for big data and sales. However, this would provide you one stop solution for all of them.

However, I would not recommend this tool for small scale companies. It is capable of way more, which would be required in any small scale industry. Also many other tools, are available in the market which can be leveraged to handle small data sets.
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June 21, 2021
Anonymous | TrustRadius Reviewer
Score 9 out of 10
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It's an excellent platform with ease of customization. One of the best features it has is internationalization enabling users to interact in multiple languages. It also lets us communicate in different currencies. Features therein are easy to use, though they could use more descriptive icons. It is well suited for integration with third-party software. The only thing users may come across is a hazy interface.
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November 11, 2020
Anonymous | TrustRadius Reviewer
Score 9 out of 10
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Likelihood to Recommend

CRM from SAP is well suited for large industry like retail, [manufacturing] etc which has huge capital along with customer base. It helps in automation of data to maintain healthy relationship throughout customer life cycle.
Small industry can look for different crm tools which fit to their budget
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October 23, 2019
Anonymous | TrustRadius Reviewer
Score 6 out of 10
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Likelihood to Recommend

SAP CRM is well suited for organizations that have multiple clients and needs a platform to keep the records about the client including contact details, communication steps and notes, possible proposals, people involved in the project from the organization end, and ownership of the account. It would be less appropriate if the company needs a simple and easy to use tool.
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January 15, 2020
Anonymous | TrustRadius Reviewer
Score 6 out of 10
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This product is good if the organization already using the SAP machine. The interface is good for the manufacturing and automobile industry. I faced a lot of issues with workflow management in the beginning of the project and SAP helped with that.
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August 29, 2018
Pradeep Bele | TrustRadius Reviewer
Score 9 out of 10
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Likelihood to Recommend

SAP CRM is well suited when customers have already implemented SAP ERP, or S/4 HANA, as their backend system. It is mainly suitable for medium to large enterprises because it comes with lot of pre-built functionality, which can be utilised without much customization and ultimately improves the quality by using SAP Standardised functionality.
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February 28, 2018
Colin McDonald | TrustRadius Reviewer
Score 8 out of 10
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Likelihood to Recommend

SAP CRM has deep functionalities for sales, marketing, and service. As a sales professional, it is a valuable tool that allows me to stay current with my customers.
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April 04, 2017
William Alvarez | TrustRadius Reviewer
Score 7 out of 10
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Likelihood to Recommend

SAP CRM is good for a company with heavy order fulfillment and tracking needs or one with high volumes of sales transactions. If a business has a large volume of customers, customer interactions and/or sales leads to track, SAP CRM can be very useful. SAP CRM is an especially good fit for B2B or manufacturing businesses. It is probably not as appropriate for a smaller business.
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July 25, 2019
Anonymous | TrustRadius Reviewer
Score 6 out of 10
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Likelihood to Recommend

First try to understand the requirement and then you can build anything in SAP CRM with standard / non standard functionality. Whenever standard functionality cannot meet thebusiness needs, functional requirements are written by the business users and given to the APAP engineer to customize the product appropriately.
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August 03, 2016
Sam Figueroa | TrustRadius Reviewer
Score 8 out of 10
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Likelihood to Recommend

SAP CRM is well suited to take care of an enterprise organizations ticketing and incident management system. It works very well within a large enterprise environment and of course it integrates well with other SAP modules. I don't feel CRM would be well utilized in a small business environment. It really shines when the user bases exceeds 100 users.
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May 08, 2019
Anonymous | TrustRadius Reviewer
Score 9 out of 10
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Likelihood to Recommend

This is well suited for manufacturing businesses. The software is very in-depth and gives the user numerous ways of functionality. If you do not have a large scale business, I would not suggest this as it is very cumbersome to understand and might be too much for a smaller business platform. One may suggest certain departments within a larger manufacturing business to have access to this information, especially purchasing.
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February 20, 2016
Vartika Prakash | TrustRadius Reviewer
Score 6 out of 10
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Likelihood to Recommend

Overall it is a great addition to SAP's suite of applications. It was amazing when I started working on it as compared to Siebel etc. However compared to Salesforce or Hybris, I find it slightly less user-friendly and more complicated to implement the smallest of features for functional consultants. However, at the same time there are features that are well suited for large organizations and best industry practices especially catering to manufacturing firms. With improvising of the cloud offerings, it could definitely gain over the other simpler CRM ERPs.
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October 09, 2015
Rajesh Manghat | TrustRadius Reviewer
Score 6 out of 10
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SAP CRM is appropriate for the breadth of functionality and its strong integration strengths with SAP and non-SAP products. One of the key questions that customers to ask if they plan to use SAP CRM is to check how the new S/4 HANA is going to play out as they plan to bring the CRM functionality into one single ERP system. As SAP works through the whole HANA strategy for the business suite, the roadmap is not very clear on what is the positioning of SAP CRM as part of the larger S/4 HANA suite. This is very important before deciding on choosing SAP CRM as a platform. Otherwise customers will be caught in multiple upgrade cycles as SAP works through all the hoops to get to the grander vision or end goal of S/4 HANA
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October 01, 2015
Narendra Pallapolu | TrustRadius Reviewer
Score 7 out of 10
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Likelihood to Recommend

Pre-Sales and Sales process activities.

CPG Industry's can use SAP CRM TPM/TPO for their Sales and Marketing.

Service industry's can leverage SAP CRM Service component for their all Service phases.

Interaction centers in various industry businesses can use the call center services, for which SAP CRM helps to have an interaction center by enabling a CTI feature, that helps agents to reach their customers/prospect to assist them during pre-sales and post-sales as well as providing technical services.

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June 14, 2018
Anonymous | TrustRadius Reviewer
Score 10 out of 10
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Likelihood to Recommend

For the sales team. Gives visibility and clarity when looking at contact with customers/desired customers. Helps when a sales force has problems with territory/lead infringement.
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December 09, 2014
Tom Leddy | TrustRadius Reviewer
Score 7 out of 10
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Likelihood to Recommend

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.
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May 15, 2018
Anonymous | TrustRadius Reviewer
Score 5 out of 10
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Likelihood to Recommend

  • SAP CRM Sales - well suited for customer quotes, pricing, complaint creation etc.
  • SAP CRM IC - well suited for integration with all channels.
  • Not appropriate for small/mid size companies.
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February 03, 2015
Prashanth Busa | TrustRadius Reviewer
Score 7 out of 10
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Likelihood to Recommend

The organization's long term strategy and the maturity of the business process is a key driver in choosing this product.

SAP CRM is great fit, when:
You have matured Sales, Service and Marketing business processes and would like to streamline and get improved efficiency.
You have to implement end-end business process automation, not piecemeal.
You are already in the SAP landscape and ecosystem.
Integration with other SAP systems.









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February 01, 2015
Sebastian Jungels | TrustRadius Reviewer
Score 5 out of 10
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Likelihood to Recommend

It all depends on
- business requirements and complexity
- time-to-deploy
- available IT budget and personnell

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.
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January 28, 2015
Sarah Geist | TrustRadius Reviewer
Score 4 out of 10
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Likelihood to Recommend

I think I would focus solely on implementation. 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.
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January 27, 2015
Anirudh Reddy | TrustRadius Reviewer
Score 9 out of 10
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Likelihood to Recommend

Most Comprehensive CRM Solution on the Market !

1. SAP CRM supports a lot of Industry wide process. So Analyze and check what percentage of your needs can be fulfilled using out of the box solutions. This is a key feature when compared to other CRM systems.

2. Do you have a established business process? SAP CRM has been built keeping in mind the best practices used across different industries. This is very helpful when you are trying to define or improve a existing business process.

3. Are you already using a 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!

4. Consider the infrastructure needs for SAP CRM. Its usually a little on the higher side compared to other systems.

5. 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

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Feature Scorecard Summary

Customer data management / contact management (31)
8.8
Workflow management (31)
9.0
Territory management (26)
8.5
Opportunity management (28)
7.6
Integration with email client (e.g., Outlook or Gmail) (25)
8.5
Contract management (28)
8.4
Quote & order management (27)
8.6
Interaction tracking (30)
8.6
Channel / partner relationship management (29)
8.5
Case management (25)
8.4
Call center management (26)
7.5
Help desk management (24)
8.0
Lead management (25)
8.5
Email marketing (22)
8.1
Task management (24)
8.1
Billing and invoicing management (23)
8.5
Reporting (22)
8.8
Forecasting (27)
8.4
Pipeline visualization (24)
8.5
Customizable reports (28)
8.8
Custom fields (29)
8.2
Custom objects (29)
8.3
Scripting environment (25)
7.5
API for custom integration (24)
7.6
Single sign-on capability (29)
8.8
Role-based user permissions (25)
8.6
Social data (16)
8.2
Social engagement (16)
8.7
Marketing automation (21)
8.6
Compensation management (18)
7.8
Mobile access (23)
7.5

What is SAP CRM?

SAP is best known as an ERP vendor and their enterprise CRM product tends to be used by customers who are already using SAP's ERP other solutions. SAP CRM also includes marketing resource management (MRM) capabilities.

SAP has recently combined SAP CRM with analytics, mobile, collaboration, and social media capabilities under the moniker SAP 360 Customer.

SAP also offers CRM solutions for SMB customers with their Business ByDesign product

SAP CRM Integrations

SAP CRM Competitors

SAP CRM Technical Details

Operating Systems: Unspecified
Mobile Application:No

Frequently Asked Questions

What is SAP CRM?

SAP is best known as an ERP vendor and their enterprise CRM product tends to be used by customers who are already using SAP's ERP other solutions. SAP CRM also includes marketing resource management (MRM) capabilities. SAP has recently combined SAP CRM with analytics, mobile, collaboration, and social media capabilities under the moniker SAP 360 Customer. SAP also offers CRM solutions for SMB customers with their Business ByDesign product

What is SAP CRM's best feature?

Reviewers rate Workflow management highest, with a score of 9.

Who uses SAP CRM?

The most common users of SAP CRM are from Enterprises and the Information Technology & Services industry.