Updated December 09, 2014
Score 7 out of 10
- SAP CRM Sales
- SAP CRM Marketing
- SAP CRM Service
- SAP CRM Interaction Center
Overall Satisfaction with SAP CRM
It's being used across the entire organization for marketing automation and trade promotion management.
- 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.
- Provides a single source for customer communications.
- Eliminates confusion around trade promotions.
- Provides valuable analytics that help with key business decisions.
The main reason is ease of integration with other SAP systems (ECC, BW, etc...), but also SAP CRM provides functionality that hasn't evolved as much in other competing CRM systems (mainly Trade Promotion Management and Market Resource Management). Additionally, I'm excited about the direction that SAP is headed with putting their business suite on HANA (in-memory relational database management system) and creating a better user experience with SAP Fiori.
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.