Strong CRM for Pipeline Somewhat Lacking in Account Management
July 22, 2025

Strong CRM for Pipeline Somewhat Lacking in Account Management

Anonymous | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Software Version

SAP CRM (legacy editions)

Modules Used

  • Sales CRM

Overall Satisfaction with SAP Sales Cloud

Our business primarily runs B2B2C sales: we work with an account to enable them to attract end customers, who place an order for our products through that account. We need a CRM tool that enables account management rather than focuses on sales pipelines. For us, Sales Cloud is therefore a tool that supports our sales employees in their visits and account management, including capturing of structured data that informs annual contract negotiations.

Pros

  • Visit planning and execution is well integrated
  • Capture of structured and semi-structured data through surveys is fairly straightforward and well connected to analytics
  • Condition-based assignment of tasks and surveys gives good control to sales managers

Cons

  • Creation and maintenance of surveys is cumbersome and not intuitive
  • Activity execution screens are not effectively laid out for a mobile sales team: lots of clicks and loading means poor user experience, leading to poor data collection
  • Photo/attachment handling is terrible. While it's technically possible to attach photos to an activity, you can't categorise them, share them, or use them for anything afterwards.
  • SAP Sales Cloud has permitted us to capture qualified data on our accounts over time, leading to an improvement in commercial terms during contract negotiations
  • Visit tracking provides much improved collaboration between remote sales reps and sales managers, and easier handover between colleagues
  • Collaboration between sales and service teams is significantly improved when both teams are working in the same system, reducing lost emails and missing communications
When fully integrated with back-end systems, SAP Sales Cloud provides sales employees with a comprehensive view of their customers which enables better business decisions. A sales employee can work from one single solution, accessing relevant data from other systems through integration, which allows them to focus on account management and sales rather than on finding and interpreting data. This leads to a more efficient sales team and better data-driven decisions.
The solution is scalable across different departments, but lacks guidance on best practice during initial setup to keep this flexible and straightforward. It is easy to end up with multiple process variants instead of a single scalable process. If sufficient attention is given to the initial configuration choices and administration, the solution can be scaled very effectively, and rolling out to subsequent teams becomes a very quick process.

Do you think SAP Sales Cloud delivers good value for the price?

Not sure

Are you happy with SAP Sales Cloud's feature set?

No

Did SAP Sales Cloud live up to sales and marketing promises?

No

Did implementation of SAP Sales Cloud go as expected?

No

Would you buy SAP Sales Cloud again?

No

SAP Sales Cloud offers a very good tool for primarily desk-based sales teams that are managing leads and opportunities. When fully integrated with a backend SAP system, a lot of efficiencies can be gained, and sales managers will get a good visibility. However, it is less appropriate for mobile sales teams, especially where account management rather than pipeline is the focus; while it does include a Retail Execution module, this is very tailored to FMCG and still seems to assume that the end result of a visit is order capture. Qualified account management and true on-the-go support come up short.

SAP Sales Cloud Feature Ratings

6.4
Customer data management / contact management
5
Workflow management
8
Territory management
6
Opportunity management
8
Integration with email client (e.g., Outlook or Gmail)
7
Contract management
2
Quote & order management
7
Interaction tracking
8
8.0
Case management
8
3.0
Lead management
5
Email marketing
1
6.5
Task management
6
Reporting
7
7.3
Forecasting
4
Pipeline visualization
10
Customizable reports
8
9.0
Custom fields
10
Custom objects
7
API for custom integration
10
9.0
Role-based user permissions
8
Single sign-on capability
10
2.0
Social data
2
5.0
Marketing automation
5
5.0
Mobile access
5

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