SAP CRM Reviews

110 Ratings
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Score 7.1 out of 100

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Anonymous | TrustRadius Reviewer
January 15, 2020

SAP CRM Review

Score 6 out of 10
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Return on Investment

  • It will be less expensive for a big organization that already has an SAP system installed.
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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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Return on Investment

  • Better customer service: Interaction Center offers a 360 view of a customer. Previously, agents had to go to multiple places to get data. For example, customer data, invoices, delivery information were all located in different places With the new web UI from version 5.2 onwards, all this data is under the account overview so when a customer calls everything is in one place which greatly improves productivity. Call Interaction Records, shows all previous interactions with the customer from previous agents.
  • Great Marketing capabilities: Post service surveys, email marketing campaigns to different customer segments. This is all very easy to do and very fast.
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Anonymous | TrustRadius Reviewer
May 08, 2019

SAP CRM Analysis

Score 9 out of 10
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Return on Investment

  • Better opportunity to save money.
  • Reduce in excess inventory.
  • Fewer orders based on forecasting.
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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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Return on Investment

  • Positive - Streamlined the business process and proper reporting
  • Positive - Customization and mobile integration have the best functionality within SAP CRM
  • Negative - TCO is very high during the support phase
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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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Return on Investment

  • It has allowed us to integrate different departments into one infrastructure pretty seamlessly.
  • We can track customer interactions and link them to sales activity pretty easily, saving time and money.
  • Our salespeople can be more effective and increase sales by examining past customer activity and interactions and develop strategy based on past behavior.
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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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Return on Investment

  • SAP CRM has had a great positive impact on ROI. It has allowed us to keep one central location of all incidents and help desk tickets. Eliminated the usage for other applications
  • The downside would be that SAP CRM does not appear to support our current cloud situation. Thus not fully allowing to utilize our newly invested technology.
  • Overall, SAP CRM is very good a incident and help desk ticketing system management. It also shines as a repository for knowledge base articles which can aid users in solving problems before calling in an incident.
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Vartika Prakash | TrustRadius Reviewer
February 20, 2016

Capable but less intuitive

Score 6 out of 10
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Return on Investment

  • As I see from my client's engagement, better customer service indeed with the Service Module.
  • Also decent order management (simple processes) and easy to customize.
  • It still comes across as an add-on product to the existing SAP suite for a business and not as a fully independently functioning application for sales/service areas.
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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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Return on Investment

  • SAP CRM has been able to provide a single platform that covers all the gamut of functionalities listed in the earlier survey. It definitely has improvied employee efficiency and better customer service by being a single window for all Customer centric processes
  • Due to native integration with other systems, the level of maintaining the system is minimal which provides a good ROI for Business and IT.
  • The biggest benefit from a business process perspective is the entire Inquiry to Order process is seamless which helps business to track all events right from the Prospect to the point of converting the prospect to a revenue generating customer
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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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Return on Investment

  • Using SAP CRM application helps to get ROI over the 4 to 5 years, which helps sales and marketing business users to get started using the application and use it for all their activities. Then the actual realization of ROI gets started.
  • Especially theCPG, automobile and service industry can get benefit by using the existing or inbuilt SAP CRM features, which helps to receive ROI as expected.
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Anonymous | TrustRadius Reviewer
June 14, 2018

Sales Review - 2018

Score 10 out of 10
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Return on Investment

  • It has positively given visibility to our sales team
  • It has eliminated infringement of leads
  • Helps us know when to contact certain companies
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Tom Leddy | TrustRadius Reviewer
December 09, 2014

SAP CRM

Score 7 out of 10
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Return on Investment

  • Provides a single source for customer communications.
  • Eliminates confusion around trade promotions.
  • Provides valuable analytics that help with key business decisions.
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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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Return on Investment

  • 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.
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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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Return on Investment

  • Improvement on business processes by a leaner It support and leas manual overhead
  • Structured data to be able to report on and therefore make business-critical decisions
  • Improvement of the customer service experience by offering a 360 degree view to eg contact center agents
  • Hollistic view of customer and material master data
  • Ability to integrate eith other SAP, non-SAP or legacy systems
  • Modern user interface compared to legacy environments
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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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Return on Investment

  • Once we moved SAP CRM to a SalesForce automation we definitely saw an improvement of lead conversion. The sales force was better able to understand the inquiries coming down their pipeline and know which leads were valuable and which leads were simply gathering data.
  • Once we moved to add on's of SAP CRM we were able to increase productivity by over 80% using an automatic import functionality vs manual data entry.
  • Once we imported everything into a SAP CRM BIOD our reporting capabilities were not only more efficient at understanding campaign structure and ROI but it was more user friendly and there for more efficient for employees to gather campaign data and build strategically off successful campaigns.
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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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Return on Investment

  • The CRM has made the task of compiling our data into a pipeline report mush easier.
  • We are now able to track leads and opportunities and collect data on conversion rates.
  • The data it provides will allow us to complete effective ROI's on all other marketing activities like trade shows and promotions.
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Anonymous | TrustRadius Reviewer
December 15, 2017

SAP CRM Review

Score 3 out of 10
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Return on Investment

  • Positive is that you can see where you are at in terms of your profit margin
  • Negative is that you get logged out often and it is extremely finicky
  • Our company is probably going to be switching away from the SAP CRM platform because it is hard to use
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Anonymous | TrustRadius Reviewer
December 05, 2017

SAP CRM Review

Score 7 out of 10
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Return on Investment

  • Helped us save over 5 minutes in the sales process which attributed to almost 500K in annual savings.
  • Sap CRM has really helped keep our customer satisfaction up by having all the information readily accessible.
  • Saved us thousands in consolidation costs from multiple systems
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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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Return on Investment

  • Improved record keeping and account tracking.
  • More streamlined data usage.
  • Very easy to use and increases the transparency of what is going on in a given market.
  • Increased speed when it comes to throughput and getting things (credits) processed. You know where your credit (for example) is in the approval process at all times.
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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