SAP CRM Reviews

110 Ratings
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Anonymous | TrustRadius Reviewer
April 20, 2020

SAP CRM if configured well is an enterprise solution that just keeps running.

Score 6 out of 10
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Pros and Cons

  • Provides good end-to-end case management.
  • Case reporting is good.
  • Highly configurable.
  • Can be complex to train agents how to operate.
  • Not necessarily intuitive (unless you know SAP).
  • Requires more systems design/configuration than anticipated.
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Anonymous | TrustRadius Reviewer
January 15, 2020

SAP CRM Review

Score 6 out of 10
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Pros and Cons

  • To stay connected to customers and customer management.
  • SAP CRM Sales helps the sales force of your business to secure customers.
  • More complex when compared to other CRM products.
  • Expensive to manage another SAP machine.
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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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Pros and Cons

  • I have used SAP CRM for many projects including marketing campaigns, equipment leasing, customer service (Interaction Center). Sales service marketing, e-commerrce, Interaction Center (call center), CRM mobile solution.
  • The Interaction Center is particularly powerful in providing a 360 degree view of the customer with a few clicks to call center agents with which customer service, customer retention and productivity increases.
  • With SAP CRM you can integrate with new products like SAP Syclo for mobility integration. One example of how we use this is the is using the audit manager to track how equipment is moving from one customer site to another. This way service engineers know where the equipment is. When a repair on equipment needs to be made, a service order is sent to mobile device, the engineer services the equipments and sends notification back over his mobile that the work has been completed. This is then integrated directly into the CRM back-end.
  • SAP CRM Mobility is not successful so it is important to improve on this. Things have gotten much better since SAP acquitted Cyclo which works very well. We would like to see Cyclo expanded beyond sales management and inventory management to handle some of the other capabilities that the SAP CRM Mobility offered. However, Cyclo has brought incredible progress in this area.
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Anonymous | TrustRadius Reviewer
May 08, 2019

SAP CRM Analysis

Score 9 out of 10
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Pros and Cons

  • User ability.
  • Data reporting.
  • Scheduling purposes.
  • Planning.
  • Purchasing.
  • The feasibility of being able to use it easily.
  • The exact science of predictability.
  • The ease of running different transactions.
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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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Pros and Cons

  • SAP CRM is offers 360 degree views for our customer
  • SAP CRM is easy to integrate with third party data providers, tools, and organisations, for sales and marketing purposes
  • SAP CRM is interacts very well with WM systems to communicate with different departments as a middleware business tool
  • There is not much room for improvement, as SAP has recently launched SAP C4 HANA as the improved version of SAP CRM with added functionality.
  • SAP CRM has a little room for improvement in how efficient it is for users
  • SAP CRM's performance could be improved in terms of Orders to be searched in the backend, and the DB level has to be improved
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Colin McDonald | TrustRadius Reviewer
February 28, 2018

Sap CRM

Score 8 out of 10
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Pros and Cons

  • SAP CRM is a pleasure to use. It is a very reliable program and is easily integrated with other SAP modules, such as the ERP, and Business Warehouse.
  • I like the ease of use, as well as its ability to help track customer relationships across multiple channels.
  • I like the fact that SAP in general has multiple ways to enter/populate data into the system.
  • It is definitely an aging solution that could use some cosmetic upgrades.
  • First time users might find things difficult to navigate.
  • If you are looking to run a large report, the time to populate can be extensive. As someone who uses the tool while on the phone with customers, this can affect my conversations.
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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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Pros and Cons

  • Integration with other functions and departments. Data can be transferred from one area to another easily.
  • It can be customized to fit the needs of the particular business.
  • Report production is useful.
  • Keeping track of customer interactions, ability to save and review detailed notes.
  • It is not terribly user friendly and the learning curve to learn how to use it can be steep.
  • The user interface could be more pleasant to look at.
  • Commands are not always clear or intuitive.
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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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Pros and Cons

  • Ticket incident tracking
  • Knowledgebase article retention
  • Call interaction logging
  • Lacking is the ability to send automatic notifications regarding updates to the knowledge base
  • Lacks the ability to consolidate change controls linking to incident tickets
  • Lacking in the ability to utilize the cloud for a wider spectrum of visibility.
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Vartika Prakash | TrustRadius Reviewer
February 20, 2016

Capable but less intuitive

Score 6 out of 10
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Pros and Cons

  • Simple Order Management - Creation and seamless integration with ECC (for a business with low volume transactions).
  • One-order concept makes it very easy to learn and implement compared to other complicated SAP modules.
  • Customer specific pricing easy to handle and implement especially in WebChannel.
  • Since it is more of a front-ending tool for Business, the backend integration with SAP SD modules should be more seamless especially with the high volume of transactions.
  • Should at least support inventory management or a better integration with SD ATP or allocation check instead of only depending on SAP SD or other modules for order creation/management.
  • Product catalog replication and management is complicated and tedious, some way to make it more user-friendly would definitely be appreciated by business users who are not as tech-loving.
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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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Pros and Cons

  • Primary the strength of SAP CRM lies in the breadth of functionality. It covers most of the front office modules including Interaction Center (Customer Service), Sales process for field sales, Service process for support and warranty, Partner channel management for Channel Management, Web channel for eCommerce support (for both sales and service)
  • SAP CRM provides extensive integration capabilities with SAP products. This includes SAP ECC, BI, Supply Chain and other SAP modules.
  • On the non-SAP side integration, it can integrate seamlessly with CTI (Computer Telephony Integration), Microsoft Outlook. In conjunction with SAP PI, SAP CRM can be integrated with any legacy application
  • The biggest issue where SAP can improve CRM is in performance. Non HANA based CRM versions have latency in response times. The system degrades with increase in volume for very large customers.
  • SAP CRM needs to simplify their UI design to enable developers for quicker enhancements. The UI layer has always been complicated. I compare this against their competitor Sales Force Dot Com where the architecture of the UI is fairly simple and straightforward with additional automatic integration to mobility.
  • The Mobility integration with SAP CRM is very complicated in non-Fiori based installations. Even with Fiori architecture they should have simplified the development process instead of having layers of development to accomplish enhancements
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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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Pros and Cons

  • SAP CRM Application has key functionalities, called Marketing, Sales and Service, which helps any company to use SAP CRM for their pre-sales planning and post-sales analytical analysis.
  • SAP CRM Marketing and Trade Promotion management functionalities would fit perfectly to CPG industry client, where as they do plan various sales incentives and promotions to clear their inventory and supply based on the demand.
  • Interaction center and Service modules helps customer/employee services effectively by identifying all the history and searching knowledge base.
  • When your business is already using SAP ERP application and thinking about going for a CRM product, consider SAP CRM as a one of the closest, which fits most businesses and processes.
  • Integration with SAP ECC and BI systems is one of the reasons for using most of the SAP CRM systems, because it has such robust CRM middleware integration, especially when setting up integration with ECC. It is really an online data process and helps data flow without any issues/errors.
  • SAP CRM has the flexibility to integrate with any thirrd party applications as well SAP Cloud systems, which is one of the SaaS based CRM products.
  • As User requirements keep changing based on the existing technical drastic revolution, SAP CRM has a room to improve theUI and Web UI functionalities, which are built based on user roles and responsibilities.
  • As per current market changes, the time we need to implement a project is going to be a challenge from business.
  • Was built to use as stand alone system, which helps business to process from Sales Lead to Billing and invoice, but all those features are being used by a handful customers.
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Anonymous | TrustRadius Reviewer
June 14, 2018

Sales Review - 2018

Score 10 out of 10
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Pros and Cons

  • Easy to use
  • Helps keep track of all calls, emails as well as attempted contacts to desired new customers.
  • This is a reliable program
  • Cost effective too
  • Seems like it is aging and could use some improvement in that area
  • Lots of features I never really used that were still there
  • Can tend to be slow from time to time
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Tom Leddy | TrustRadius Reviewer
December 09, 2014

SAP CRM

Score 7 out of 10
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Pros and Cons

  • If you have an SAP ERP system, you get out-of-the box data integration and can easily configure end-to-end business processes that span multiple systems.
  • While the core functionality is comparable to a lot of the other systems, SAP CRM is still one of the best solutions available for companies needing functionality like Trade Promotion Management, Market Development Funds, etc...
  • The system is highly customizable and can be easily configured / enhanced to work in a wide variety of scenarios.
  • SAP has come a long way with user interface development but the current UI is still not ideal. It's definitely better than SAP GUI but can still be difficult for beginners to navigate.
  • One of the strenghts that I listed was that the system can be easily configured / customized to meet the needs of almost any company in any industry. The flipside of that is that the system also contains a lot of functionality that won't end up being used 80% of the time and will need to be turned off through configuration.
  • This isn't really an issue with the system itself as much as SAP's inability to market some of the features that are available in SAP CRM that make it as powerful of a tool as it is (i.e. the ability to integrate with non-SAP systems through web services, etc...)
  • This will be changing with release 2 of SAP Fiori in early 2014, but currently the SAP CRM Web UI does not function well on mobile devices compared to some other systems and the CRM specific mobile apps that are currently available from SAP are pricey and lack a lot of useful features.
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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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Pros and Cons

  • Easy integration with other SAP modules. We integrated SAP CRM with SAP SD. Business users were pleased about that.
  • In the SAP CRM sales part, quotes/orders/returns processing is easy to use once business users have proper training. Also, SAP CRM IC (interaction center) handles communication through all channels very efficiently.
  • Easy to use CRM custom pricing in the sales area. Received positive reviews from business users when comparing with ERP.
  • Web-UI customization based on individual user's need.
  • SAP IC, call logging & Business partner/Contact management
  • Web-UI slow performance for certain scenarios/transactions. Especially, we experienced that with high volume of data. Hope this gets boost with HANA database.
  • High price to buy/implement SAP CRM when compared with other CRM products
  • Lacks in integration with SAP APO
  • Due to longer learning curve to use software & lack of proper training can easily lead to negative in end user community
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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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Pros and Cons

  • Every Sales and Service business process. Tons of inbuilt features delivered out of box to enable these processes. Niche processes like Territory Management, Trade promotion Management, Campaign managements are delivered
  • Great CTI Integration capabilties. Call Center Integration, Phone and Email, Business Activities
  • Strong SAP ERP and Finance Integration in areas of Inventory Management, Accounting, Pricing, Master data etc.
  • UI and Ease of Use features needs a great facelift
  • Go-live and Deployment time can get very longer for a brand new implementation
  • Slow Performance. Very Annoying to the users.
  • Mobile and Reporting capabilities
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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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Pros and Cons

  • SAP CRM is extremely flexible and the tool of choice for complex business requirements that need a high level of customization
  • It integrates very well with SAP ECC, SAP BW and / or SAP CCtr (and other SAP products) natively which makes it a great application for customer engagement processes in the area of Sales, Service and Marketing
  • It is very robust and has a lot of features that can be utilized
  • Compared to modern CRM applications, SAP CRM lacks an intuitive and easy to use user interface. This is one of the commeon reasons for poor user adoption
  • It does not provide strong reporting or mobile capabilities like Cloud-based applications typically do. Additional hard- and / or software is typically required
  • Administering a CRM OnPremise application requires highly skilled IT staff. Configuration and customization processes are quite heavy and not as easy as compared to Cloud-based products
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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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Pros and Cons

  • I think that the idea of SAP CRM is brilliant, a way to house and store data so that your company can really get a handle of data mining which theoretically would allow you to plan and be more proactive vs reactive.
  • Once you get the hang of the screens it is easy to understand how to accomplish what you're trying to input into SAP CRM.
  • The system is really set up to help you try and capture the most relevant information to your business.
  • As I said the idea of SAP CRM is brilliant but from my experience (and it could be the way my company chose to implement it) the use of so many different platforms that don't actually talk to one another is a ridiculous way to implement any data capturing tool. We had to export from two different systems of SAP CRM and then load it into a BIOD just to get the information to talk to each other and make any sense. And even then the project itself was a long and exhausting process because trying to figure out the language it speaks in the Order Entry system vs. the Customer Inquiry system isn't the same and you have to force it to mesh the data together.
  • The screens are cumbersome and not user friendly. There are so many different ways you need to input information to get to the screen that you actually want you need a manual for literally everything you have to do because it takes that many steps.
  • I think SAP CRM would benefit from focus groups for their North American business partners. Not everyone does business the same but North America has big business's that would greatly benefit from this type of system if it were easier to understand and implement on a day to day basis.
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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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Pros and Cons

  • Address Key Functionalities like Sales Orders, Service Orders, Service Confirmation, Billing
  • Good Integration with the ERP system, Robust Architecture
  • Supports wide range of functional capabilities and industry wide best practices scenarios.
  • Improvements can be made to the UI. Need to make it more user friendly. With new web UI lot of improvements have been made but still falls behind other CRM systems like Sales Force in Usability.
  • The Web User Interface is a little slow compared to other CRM systems
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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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Pros and Cons

  • As a tool for the sales team, SAP CRM helps them manage their sales pipeline by keeping things organized and providing useful reports.
  • SAP CRM is fully integrated with our ERP system.
  • Because it is a SAP product, we have the full support of our IT teams.
  • SAP CRM functionality is cumbersome and requires extra manual steps. These steps can be automated through "Work Flow", but that is always at a higher cost. Salesforce.com does a much better job and is more user friendly.
  • SAP's BP(Best Practice) is never anywhere near what we at Osborn would consider normal transactions. Almost everything we needed required additional programming and at additional costs.
  • At the recommendation of our SAP Consultants, we chose the BP version. From the start it cost us more and more money in modifications. And, one year later, it is still costing money to get the system to completely work properly.
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Anonymous | TrustRadius Reviewer
December 15, 2017

SAP CRM Review

Score 3 out of 10
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Pros and Cons

  • SAP processes our orders - the process is tedious but is a reliable way for us to make sure they are placed.
  • Helps us make sure that our margins are growing model vs. next-generation model.
  • Helps the finance team see side by side what we are trying to price out.
  • CRM is hard to use, it is not user-friendly and takes new reps a long time to understand.
  • CRM is slow. After each click it will spin before it will move on to the next one.
  • CRM freezes up. When you have been working on a configuration for over an hour, and then you go to hit save it freezes and signs you out.
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Anonymous | TrustRadius Reviewer
December 05, 2017

SAP CRM Review

Score 7 out of 10
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Pros and Cons

  • Collaboration
  • Ease of use
  • Cloud enabled
  • Storage
  • Out of platform connectivity could be improved
  • Not easy to access help topics
  • Can be slow if large database
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Anonymous | TrustRadius Reviewer
December 18, 2017

CRM SAP Sales Review

Score 6 out of 10
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Pros and Cons

  • SAP CRM is a simple to use platform once you are properly trained. You could easily quote one of our products within 5 min
  • CRM is a great repository for customer pricing information, you can pull a list of customer pricing with ease
  • SAP CRM, when you do have trouble with it, is usually pretty easy to resolve due the to the detailed error messages they give you in the top right corner
  • SAP CRM can sometimes be slow, causing a longer quote-to-customer time
  • SAP CRM had a lot of tabs and buttons I never used, maybe a better explanation or clean up of these
  • A chat support feature
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Anonymous | TrustRadius Reviewer
December 15, 2017

My SAP CRM Review

Score 7 out of 10
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Pros and Cons

  • SAP CRM provides all information about a particular account in one place.
  • SAP CRM is fairly easy to navigate.
  • SAP CRM keeps information for a long period of time.
  • Outdated format
  • Slow performance
  • Order history
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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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Pros and Cons

  • CRM is a great tool for compiling reports. The ease of access to reports is far superior than it was with my division's old program.
  • The ability to intergrate your emails and calendar entries from other programs (i.e. Lotus Notes) is very simple. This insures that all of your entries are up to date and streamlined.
  • The depth and detail that CRM allows you to have for each account helps keep all of the necessary information in one place. Makes information much easier to find.
  • The ability to customize search criteria and the input of data should be increased/improved. I don't know if this hampered us due to CRM limitations or if was due to the confines that my company put around CRM prior to us "developing" it for my division.
  • Some of the words used in CRM should be able to be changed to make more sense in the region you live in (i.e. Action/Visit/Task are all alike). Another example, "Region" in CRM is the same as "State". This also caused confusion for some people in the earliest days of using CRM.
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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