SAP CRM Reviews

110 Ratings
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Score 7.1 out of 100

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Reviews (1-25 of 29)

Anonymous | TrustRadius Reviewer
January 15, 2020

SAP CRM Review

Score 6 out of 10
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Likelihood to Recommend

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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Anonymous | TrustRadius Reviewer
July 25, 2019

SAP CRM -> How it increases Agent's Productivity

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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Anonymous | TrustRadius Reviewer
October 23, 2019

SAP CRM as a diversified management tool

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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Anonymous | TrustRadius Reviewer
May 08, 2019

SAP CRM Analysis

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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Pradeep Bele | TrustRadius Reviewer
August 29, 2018

SAP CRM a product for Customer interaction

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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Colin McDonald | TrustRadius Reviewer
February 28, 2018

Sap CRM

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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William Alvarez | TrustRadius Reviewer
April 04, 2017

Powerful and versatile, but not always easy to use

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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Sam Figueroa | TrustRadius Reviewer
August 03, 2016

SAP CRM is the king of ticketing and incident management systems

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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Vartika Prakash | TrustRadius Reviewer
February 20, 2016

Capable but less intuitive

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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Rajesh Manghat | TrustRadius Reviewer
October 09, 2015

Important Points during SAP CRM evaluation

Score 6 out of 10
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Likelihood to Recommend

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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Narendra Pallapolu | TrustRadius Reviewer
October 01, 2015

How on-premise SAP CRM product helps your business in the Web based (SaaS ) applications world

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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Anonymous | TrustRadius Reviewer
June 14, 2018

Sales Review - 2018

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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Tom Leddy | TrustRadius Reviewer
December 09, 2014

SAP CRM

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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Anonymous | TrustRadius Reviewer
May 15, 2018

CRM Sales, Best for companies with SAP ERP

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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Prashanth Busa | TrustRadius Reviewer
February 03, 2015

SAP CRM or Salesforce, What is in it for you?

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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Sebastian Jungels | TrustRadius Reviewer
February 01, 2015

SAP CRM at a glance

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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Sarah Geist | TrustRadius Reviewer
January 28, 2015

Why SAP CRM is better when it works with others

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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Anirudh Reddy | TrustRadius Reviewer
January 27, 2015

Most Comprehensive CRM Solution in the Market

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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Jeff Naymik | TrustRadius Reviewer
December 09, 2014

SAP CRM from a Marketing Perspective

Score 3 out of 10
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Likelihood to Recommend

From a Marketing perspective, this system is too costly to adapt. To input lead data from various sources, you need to compile the data on a spreadsheet and then map it and then upload it to the CRM. With Salesforce.com, I was able to pull code from the CRM and embed that on a web page and the lead would automatically be loaded in the CRM. Easy.

You really need to understand the limitations of the SAP product. I recommend going to SAP for the training well before you make your purchase decision. Again, this training is costly but in the end could save you money.

You also need to create a tight scope for the project so that everyone understands what the limitations are.
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Anonymous | TrustRadius Reviewer
December 15, 2017

SAP CRM Review

Score 3 out of 10
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Likelihood to Recommend

I'm not sure the exact cost of the platform but I would assume it is expensive. It would not be a fit for a small company. The only reason that I like it is because I know how to use it but it does take a lot of time to get used to.
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Anonymous | TrustRadius Reviewer
December 05, 2017

SAP CRM Review

Score 7 out of 10
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Likelihood to Recommend

Great if you need easy access to information across siloed departments. Instead of needing logins for all those tools now you just need one to access all the content. The web UI is very easy to configure and change and simple to navigate for our end users. It gives them a 360-degree customer view. I would not recommend for any type of scenario where there is a queue or queued items. Sap CRM has a very very high maintenance cost so the larger your DB the greater your cost will be every single year.
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Anonymous | TrustRadius Reviewer
December 18, 2017

CRM SAP Sales Review

Score 6 out of 10
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Likelihood to Recommend

CRM is great for a large company to implement and use to manage multiple customers. It is less appropriate for a company with a small amount of customers and not a wide range of products
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Anonymous | TrustRadius Reviewer
December 15, 2017

My SAP CRM Review

Score 7 out of 10
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Likelihood to Recommend

SAP CRM is well suited for taking products and services from an opportunity to a quote to a contract, as well as placing orders. It is less appropriate for keeping track of an order history. It is well suited for account management as well.
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Aaron Norris | TrustRadius Reviewer
December 06, 2013

SAP's CRM: An Incredible Tool for Transparency & Reporting

Score 9 out of 10
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Likelihood to Recommend

Go into the selection process of your next managment system with an open mind. Often people are very wary about changing systems because they have to learn something new and they are used to the "old ways". I ran into this with my colleagues when I was introducing them to CRM. Just keep in mind older is not always better. CRM is an excellent tool and if maintained and kept up to date it will only increase its value and usefulness.
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Feature Scorecard Summary

Customer data management / contact management (25)
7.8
Workflow management (25)
7.2
Territory management (20)
6.6
Opportunity management (23)
7.1
Integration with email client (e.g., Outlook or Gmail) (19)
7.3
Contract management (22)
8.0
Quote & order management (21)
7.7
Interaction tracking (24)
7.3
Channel / partner relationship management (23)
6.7
Case management (19)
7.2
Call center management (20)
6.3
Help desk management (18)
6.5
Lead management (19)
6.5
Email marketing (16)
7.1
Task management (18)
8.1
Billing and invoicing management (17)
7.6
Reporting (16)
7.6
Forecasting (21)
7.9
Pipeline visualization (19)
7.6
Customizable reports (22)
8.2
Custom fields (23)
8.0
Custom objects (23)
8.0
Scripting environment (19)
7.2
API for custom integration (18)
6.7
Single sign-on capability (23)
8.4
Role-based user permissions (19)
8.5
Social data (12)
6.7
Social engagement (11)
6.4
Marketing automation (15)
6.4
Compensation management (12)
6.5
Mobile access (17)
7.2

About 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