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SAP CRM from a Marketing Perspective
Updated December 09, 2014

SAP CRM from a Marketing Perspective

Jeff Naymik | TrustRadius Reviewer
Score 3 out of 10
Vetted Review
Verified User
Review Source

Modules Used

  • SAP CRM Sales
  • SAP CRM Service

Overall Satisfaction with SAP CRM

  • 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.
  • 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.
We will continue with SAP CRM only because of the integration with ERP. If I had a real choice, I would choose Salesforce.com
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.