SAP CRM

SAP CRM

About TrustRadius Scoring
Score 8.8 out of 100
SAP CRM

Overview

Recent Reviews

SAP CRM Review

6 out of 10
January 15, 2020
SAP CRM system is being used across the whole organization in almost all business units. SAP CRM allows my organization to manage sales …
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SAP CRM Analysis

9 out of 10
May 09, 2019
It is used across the entire business. We use this platform to be able to figure out how much should be ordered, when it will be ordered, …
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Sales Review - 2018

10 out of 10
June 14, 2018
We use SAP CRM for our sales team. This was very helpful and insightful for the sales force. SAP CRM is very easy to use and very …
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CRM SAP Sales Review

6 out of 10
December 18, 2017
SAP CRM is used to price, quote, and manage our customer's pricing. It is predominately used by our Sales Department.
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SAP CRM Review

3 out of 10
December 15, 2017
We use SAP CRM to process orders and make quotes. It is used across the entire sales organization. It helps us keep track of quotes and …
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My SAP CRM Review

7 out of 10
December 15, 2017
SAP CRM is being used by all inside sales teams at Lenovo currently. SAP CRM helps us to provide our partners and customers with quotes …
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Popular Features

View all 31 features
  • Customer data management / contact management (27)
    9.3
    93%
  • Opportunity management (26)
    8.0
    80%
  • Workflow management (28)
    7.6
    76%
  • Channel / partner relationship management (27)
    7.4
    74%

Reviewer Pros & Cons

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Video Reviews

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Pricing

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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…

Entry-level set up fee?

  • No setup fee

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting / Integration Services

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34 people want pricing too

Alternatives Pricing

What is Microsoft Dynamics 365?

Microsoft Dynamics 365 is a CRM providing sales, marketing, and service functionality. It is offered as SaaS and on-premise. Dynamics 365 is part of the larger Dynamics suite of business intelligence and ERP products.

What is Salesforce?

Salesforce is a web-based CRM application that enables users to forecast revenues and track leads. It is a leading sales, service, and marketing app. Salesforce.com's Sales (CRM), Service, Platform and Marketing applications are designed to help companies connect with customers, partners, and…

Features Scorecard

Sales Force Automation

7.8
78%

Customer Service & Support

8.6
86%

Marketing Automation

8.5
85%

CRM Project Management

8.2
82%

CRM Reporting & Analytics

8.1
81%

Customization

7.8
78%

Security

8.7
87%

Social CRM

9.0
90%

Integrations with 3rd-party Software

8.3
83%

Platform

8.4
84%

Product Details

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 SystemsUnspecified
Mobile ApplicationNo

Frequently Asked Questions

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

Reviewers rate Customer data management / contact management highest, with a score of 9.3.

The most common users of SAP CRM are from Enterprises (1,001+ employees) and the Information Technology & Services industry.

Comparisons

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Reviews and Ratings

 (154)

Ratings

Reviews

(1-25 of 32)
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Purnima Kapoor | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
  • Automate distribution of leads.
  • Warn you in case of lead duplicates.
  • Creation of campaign codes for marketing activities.
  • Allowing leads to be assigned to partners.
  • Extraction of leads from the systems.
  • Handy system filters to extract leads from the system.
  • Duplicate alert fails in case of languages like Japanese, Chinese, etc.
  • A sync with marketing automation platforms.
  • It lacks a tool to allow us chat with internal colleagues.
  • It lacks integration with many platforms.
  • Adding a lead to specific nurture campaign created in Marketo is not possible in SAP.
  • The UI is not that good.
Aononna Tazin | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • The platform makes it easy to monitor progress and generate and view reports, which helps us better understand the data we've gathered.
  • Case management from beginning to end is excellent, and the mobile application is incredible but somewhat limited in functionality, although it is well worth using.
  • Intuitive and easy to use, it is possible to manage multiple emails and establish a pattern for automated responses.
  • Compared to other CRM products, this one is more difficult to learn and use.
  • SAP CRM isn't particularly user-friendly or efficient, and it could stand to be more so.
  • Managing another SAP machine is costly and requires more system design/configuration.
Aurpa Fiza | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • Our customers benefit from SAP CRM's 360-degree views and case management capabilities.
  • As a middleware business tool, case reporting is excellent, and it works well with WM systems to communicate with various departments.
  • It is an excellent tool for tracking customer relationships across multiple channels, and it's easy to use.
  • The learning curve to learn how to use it and run different transactions can be steep.
  • The interface isn't the most modern or attractive, and it's a heavy tool.
  • The commands are not always clear or intuitive, and automatic updates to the knowledge base are unavailable.
Score 7 out of 10
Vetted Review
Verified User
Review Source
  • 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.
Magly Jhonson | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
  • It is very easy to create and view the reports we create within the platform, which is great as we can better analyze the data collected.
  • The mobile application is very good but somewhat limited in terms of functionality, but it is worth using it.
  • It is very easy to manage several emails and to be able to establish a pattern to give automated responses.
  • One of the things I don't like about "SAP CRM" is that there are no alerts or notifications which could warn when something happens within the platform.
  • It does not have integration with any type of social network.
  • The robust and unintuitive appearance makes it a bit complicated to use all its functionalities.
January 15, 2020

SAP CRM Review

Score 6 out of 10
Vetted Review
Verified User
Review Source
  • 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.
Score 6 out of 10
Vetted Review
Verified User
Review Source
  • 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.
May 09, 2019

SAP CRM Analysis

Score 9 out of 10
Vetted Review
Verified User
Review Source
  • 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.
June 14, 2018

Sales Review - 2018

Score 10 out of 10
Vetted Review
Verified User
Review Source
  • 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
Score 5 out of 10
Vetted Review
Verified User
Review Source
  • 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
February 28, 2018

Sap CRM

Colin McDonald | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
  • 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.
December 18, 2017

CRM SAP Sales Review

Score 6 out of 10
Vetted Review
Verified User
Review Source
  • 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
December 15, 2017

SAP CRM Review

Score 3 out of 10
Vetted Review
Verified User
Review Source
  • 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.
December 15, 2017

My SAP CRM Review

Score 7 out of 10
Vetted Review
Verified User
Review Source
  • 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
December 05, 2017

SAP CRM Review

Score 7 out of 10
Vetted Review
Verified User
Review Source
  • 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
William Alvarez | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
  • 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.
Score 6 out of 10
Vetted Review
Verified User
Review Source
  • SAP PLM (Product Lifecycle Management) is well designed and has many options.
  • We can implement customized business processes in our company. We integrated to our SAP ERP and other non SAP systems.
  • It supports all our customer-focused business areas (marketing, sales, service) getting a centralized tool.
  • Social CRM (SCRM) capabilities are weak, it's hard to get all our social networks centralized.
  • The have a poor User Interface. Our marketing team is mainly 25-35 people that really hate to work with SAP, so they are looking for alternatives.
  • SAP CRM is expensive, especially when we compare with many other CRM tools that are lean, easier to use and fully SaaS.
Sam Figueroa | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
  • 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.
Vartika Prakash | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
Review Source
  • 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.
February 19, 2016

I recommend SAP CRM

Score 8 out of 10
Vetted Review
Verified User
Review Source
  • It is a web based application that can easily be accessed from any where.
  • It works on a framework which is well versed and simplified.
  • Concept of BOL makes it really easy to handle the application. The database is hit only once when we are either going in or coming out of application which reduces hits on the database.
  • Performance has always been a problem with SAP CRM. As a standard application it is pretty fast but once we start customizing it becomes pretty slow.
  • It is difficult to handle once the data count increases. Things get really slow.
  • CTI integration can be cumbersome some times. Many times a call just drops off and some times it never ends.
Rajesh Manghat | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
Review Source
  • 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
Narendra Pallapolu | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
  • 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.
Score 4 out of 10
Vetted Review
Verified User
Review Source
  • Able to see many details about your customer including locations, contact people and their phone and emails
  • Able to see customer interaction history such as all calls into call center and warehouses, interaction with inside sales reps, view return history, complaint history, order history.
  • Able to set appointments for calling customer back.
  • Able to create tasks for other departments to follow up on with regard to taking care of customer needs
  • SAP CRM could be easier to customize. Our users are always wanting something other than what is standard and you have to have an ABAP team to help. The user has no customzation ability.
  • CRM Sales does not have a good way to secure other sales people from seeing your sales pipeline
  • Not enough support sites for SAP CRM 7. Hard to get answers to technical issues
  • Relies on replicating data from SAP ECC so that you have two versions of your customer information. Would like to see SAP ECC as the data source for customers and CRM could have additional data for interactions, sales leads, opportunities, etc.
Prashanth Busa | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
  • 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