SAP CRM a product for Customer interaction
Pradeep Bele | TrustRadius Reviewer
August 29, 2018

SAP CRM a product for Customer interaction

Score 9 out of 10
Vetted Review
Verified User
Review Source

Modules Used

  • SAP CRM Sales
  • SAP CRM Marketing
  • SAP CRM Service

Overall Satisfaction with SAP CRM

We provide the service to our clients to be used for their CRM sales, services and marketing purpose. The business problems we addressed were marketing segmentation and strategy for business planning. This has been used for increasing sales across different regions throughout the organisation, and also improved managing the service scenarios and communication with different customers.
  • 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
  • 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
As we have SAP ERP systems at our backend level, SAP CRM suits us best. So it's always the best choice for us to have SAP CRM. Salesforce is a cloud platform and was not compatible with scenarios required specially for the public sector; Similarly, SugarCRM is also an open platform and required much more effort to build for public sector solutions, whereas SAP CRM comes with prebuilt packaged solution for the public sector industry.
SAP CRM is well suited when customers have already implemented SAP ERP, or S/4 HANA, as their backend system. It is mainly suitable for medium to large enterprises because it comes with lot of pre-built functionality, which can be utilised without much customization and ultimately improves the quality by using SAP Standardised functionality.

SAP CRM Feature Ratings

Customer data management / contact management
9
Workflow management
10
Territory management
10
Opportunity management
9
Integration with email client (e.g., Outlook or Gmail)
10
Contract management
9
Quote & order management
9
Interaction tracking
8
Case management
10
Call center management
10
Help desk management
10
Lead management
9
Email marketing
9
Task management
10
Billing and invoicing management
8
Reporting
10
Forecasting
10
Pipeline visualization
10
Customizable reports
10
Custom fields
10
Custom objects
9
Scripting environment
8
API for custom integration
8
Role-based user permissions
10
Single sign-on capability
10
Social data
10
Social engagement
10
Marketing automation
8
Compensation management
9
Mobile access
10