Who Uses This Software?

Marketing, sales and customer service teams in any size organization.


Average Ratings

42 Reviews
  • 4 / 5
    Overall
  • 3.5 / 5
    Ease of Use
  • 4 / 5
    Customer Service

Product Details

  • Deployment
    Cloud, SaaS, Web
  • Training
    Documentation
  • Support
    Online

Vendor Details

  • SAP
  • www.sap.com
  • Founded 1972
  • Germany

About SAP CRM

Make the most of relationships with customers by capitalizing on customer insight, improving front-line efficiency and effectiveness,streamlining critical business processes across and beyond customer touch points, and quickly adapting to changing business and customer needs.


SAP CRM Features

  • Call Logging
  • Contact Management
  • Customer Support
  • Lead Scoring
  • List Management
  • Marketing Automation
  • Product Catalog
  • Project Management
  • Quotes / Proposals
  • Referral Tracking
  • Sales Pipeline Management
  • Territory Management
  • Activity Tracking
  • Campaign Management
  • Lead Capture
  • Lead Distribution
  • Lead Nurturing
  • Lead Scoring
  • Lead Segmentation
  • Pipeline Management
  • Prospecting Tools
  • Source Tracking

SAP CRM Reviews Recently Reviewed!

Quite ROBUST!

Oct 03, 2017
5/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: SAP products are top of the line. Very robust, but I'd much rather have too much at my fingertips than not enough. Very convenient to have so much in one place, instead of disjointed in different tools. Absolutely love the software.

Cons: Only thing I can say that could be seen as a negative is that it takes a while to "get down." For someone who has never used CRM before, it may take some extra care in training. But the wealth of information in one place is priceless. I'd rather take time training someone for this tool and have impeccable efficiency than easy training in multiple tools and sacrifice time.

A great way to organize, control, process, and manage customers and orders.

Sep 12, 2017
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: CRM has a great user portal. There are a lot of fields, but they are all useful. The depth of the tool is not overwhelming. It is easy to navigate to any screen with the navigation buttons. This system makes for easy integration with other payment and related software. This tool is very customization to fit the needs of any organization.

Cons: There is a lot of information to learn in order to quickly and effectively navigate this tool. This can be overwhelming for beginner and intermediate users.

Construction Company Used this Software

Aug 08, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: I felt like SAP is very modern and streamlined with a lot of intuitive locations for data, pricing, MATH (which helped me a lot)

Cons: The graphics and colors tended to be dull and sometimes the presentation felt overwhelming for me for the usage.

Overall: They got it right

SAP allows us to input sales opportunities, create proposals and input critical sales/client data.

Aug 08, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: SAP tools give users ability to fully optimize the marketing initiatives. The customer engagement under this program is amazing, and it allows you to fully target and organize your crowd and SAP can be used in a number of ways as well. The software looks confusing to use at first but is actually pretty intuitive.

Cons: There weren't many things I disliked about SAP. The user friendliness is very important and SAP delivers. SAP provides that user friendly aspect that most managers are looking for in their operations. Very good software that our company uses in conjunction with Avidian.

Overall: Easy to make proposals, input client info, and export to other programs.

It has been great experience with SAP CRM. It's a cost effective and easy to use with high quality.

Jul 18, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: SAP Business Suite is based on SAP NetWeaver .NetWeaver provides the development and runtime environment for SAP applications and is used for the custom development and integration with other applications and systems.

Cons: CRM stands for Customer Relationship Management and is a set of methodologies and tools that helps to manage customer relationship in an organized way but the only thing is that it also helps to achieve 'Single face to customer', which means the customer will not get regular & actual information independent of channel through which the he or she is contacting your company.

Overall: It provides information which leads an insight into action, & maintains focus on productive activity.
Thus, SAP CRM Sales helps the sales force of your business to secure customers, and then to develop and maintain beneficial relationship with them.
It provides information which leads an insight into action, & maintains focus on productive activity.
Thus, SAP CRM Sales helps the sales force of your business to secure customers, and then to develop and maintain beneficial relationship with them.
Thus, SAP CRM Sales have a lot of features like dedicated interactions, seamless integration, insightful information, always accessible, and is user-friendly.

Customer focused comprehensive product by SAP

Jun 11, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Comments: I would like to recommend this product to the business owners whose revenue is over a million dollars at least. Maintaining this product is easy.

Pros: The most important feature of this product is WebUI. You can configure the WebUI all the way you want - Navigation bar, report area, etc. Moreover, this product supports One-Order Framework. Every transaction type is processed in a single transaction code. This provides user an ease of access.

Cons: There are not major drawbacks of this product, but to provide comprehensive and end to end business solutions, this product must be integrated with other SAP products like SAP ERP, BI/BW, PI/XI, etc. Licensing cost is more, so small business need to consider pricing before planning implementation.

SAP is not for me

Apr 06, 2017
1/5
Overall
1 / 5
Ease of Use
2 / 5
Features & Functionality
1 / 5
Customer Support
1 / 5
Value for Money

Comments: Switched from AS400 to SAP/CRM .. So slow. So complex. Too much ability to move information around on the screens. Too much white space. Too much information that is not used at all on every screen. NO AUTOMATED REPORTS.

Sap crm material handling business

Apr 06, 2017
1/5
Overall
1 / 5
Ease of Use
1 / 5
Features & Functionality
5 / 5
Customer Support
1 / 5
Value for Money

Comments: I am working with hubspot in one company and SAP crm with the other and the ease of use of hubspot is wonderful compared to SAP

Very functional business solution

Apr 06, 2017
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Comments: I've worked with SAP at multiple facilities through the years, and I've really seen an improvement in the functionality from my first experience to my current experience. Overall, SAP is a very functional and comprehensive system for many industries.

Difficult to use

Apr 05, 2017
3/5
Overall
2 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
2 / 5
Value for Money

Comments: The implementation was poor within our organization. It seems we are working in quirky screens written by a developer and not for ease of use

Sap crm is cool

Apr 04, 2017
3/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Comments: Sap is good as any other crm out there. I think companies spend to much money on software. I wish I spent less time entering things that could be imported.

Transparency

Apr 04, 2017
5/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money

Comments: Transparency availability of the program. The content is helpful for writing email and making on time.

Great And Easy

Apr 03, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money

Comments: For it to be easy and friendly compared with others. So much better than the Microsoft AX system which is expensive and not user friendly.

Great CRM - Not for everyone

Dec 09, 2016
5/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Comments: SAP is a very robust and capable CRM just like Oracle, but neither of them is easy to use. It seems like everything that SAP can do takes a lot of effort to work. Once the whole CRM is configured properly it works like magic.

Great Program

Dec 08, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
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Pros: ease of use

Cons: nothing

Overall: Easy to search for customers, call right from the program and leave notes. I would recommend for any business.

Recommendations to other buyers: no

SAP is good

Nov 08, 2016
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Comments: SAP helps the flow of product throughout our business in order to increase throughput of products and generate overall customer service.

Mediocre CRM solution

Nov 06, 2016
3/5
Overall
2 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Value for Money

Comments: A very average CRM solution - UI is outdated, the customization possibilities are good, and I do not see it as a user friendly solution. Price however is sane - something I cannot say about Salesforce.

SAP CRM not good as standalone product

Oct 07, 2016
3/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 3.0/10 Not
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Pros: As it is a SAP product, it has powerful integration with other SAP systems

Cons: SAP crm is Outdated. And future product c4c is not complete

Overall: Since SAP is going to stop supporting on premise sap crm systems, there is no meaning of getting sap crm system now. And the future product called SAP Cloud for customer(C4C) is still not in its complete version. It is always better to go for Salesforce instead of SAP C4C/ CRM.

Recommendations to other buyers: I think if organization is planning on getting cloud systems, then it is better to go with either sap hana & sap c4c combination or go for sap ecc & salesforce combination

SAP CRM review

Oct 06, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Comments: It is been great so far. Good CX. Integration and analytics. works well for enterprise client.
good for B2B, Opp management, Lead generation

IT is very usefull, ease of use abd the availability is very high .

Just not a CRM system--it's basically just ECC with the CRM label slapped on

Oct 05, 2016
2/5
Overall
1 / 5
Ease of Use
3 / 5
Features & Functionality
2 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 2.0/10 Not
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Pros: Integrates pretty well with ECC

Cons: Super slow, terrible performance. Incredibly confusing to users. The fact that most relationship are many to many leads to horrible data quality issues.

Overall: Massive implementation and our users hate it. Struggle with performance issues and complexity of logic. Regression testing is a pain every release. The software is just to sequential process oriented when really it should be more flexible to reflect the complexity and asynchronicity of sales and support processes.

Recommendations to other buyers: Do not use this as a CRM product. Go with something like Dynamics or Salesforce.com.

Client worried abt SAP Social CRM Services, But we made him Confident!

Nov 30, 2015
4/5
Overall
3.5 / 5
Ease of Use
4 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
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Pros: The concept of ECC & CRM workflows are well nurture than the previous versions. we reduced time on building code, testing, defect fixing etc.. The use of Service Management - SLAs are fantastic and We got a clean report what client was requesting us with help of minimal code.

Cons: Queue Management in SAP CRM & ECC was manual push. There's no alternative solutions.

Recommendations to other buyers: SAP WEB UI performance should be like the MS.Net pages where MS .Net is Good too and its lighter. The Concept of business object layer (BOL) and the generic interaction layer (GenIL) has to be fine tuned its not easy when compared with .Net / Share Point features.

SAP ABAP Consultant in Accenture

Aug 13, 2015
4/5
Overall
4 / 5
Ease of Use
3.5 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Pros: The best feature of this product is the One order framework. We don't have to remember many transaction. It's one transaction to view all orders. The product is user friendly. We have a wonderful feature called AET(Application enhancement tool) to add new fields to the application. This tool can enhance frequently used objects and easy to use. Personalized view for each role

Cons: We have a wonderful feature called AET(Application enhancement tool) to add new fields to the application. This tool can enhance frequently used objects but not all objects Maintenance cost is very high

Recommendations to other buyers: Try all the features and the roles available in the product. It is integrated to BI for reporting

SAP CRM Technical and Functional Review

Aug 13, 2015
4/5
Overall
4.5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
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Pros: It is very user friendly and SAP is the market leader in ERP applications. SAP CRM, like other SAP applications,has evolved into multi-platform as well and hence you can even access it on your smartphone or tablet as well as on your desktop.

Cons: SAP CRM needs more documentation maintained so that it would be helpful for novices in the field

Recommendations to other buyers: SAP CRM is very vast. You can choose any area of your choice and be a subject matter expert in it. Areas of expertise can include Master Data Management, Client Telephony, SAP CRM Functional, SAP CRM Technical, Trade Promotion Management, Lean Order Management, etc.

CRM review

Aug 12, 2015
5/5
Overall
4 / 5
Ease of Use
4.5 / 5
Features & Functionality
4.5 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
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Pros: It is generally user friendly and there is a lot of support offered.

Cons: Sometimes errors are a little vague and we are unable to determine the root cause. We do, however, get prompt support when submitting OSS notes.

Recommendations to other buyers: When evaluating, it is important to remember the customized enhancements made by the company vs the standard. At times, enhancements can counter standards and also impact the efficiency of the system negatively.

360 degree of customer with full SAP CRM cycle

Aug 12, 2015
4/5
Overall
3.5 / 5
Ease of Use
4 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Pros: It has most of the part in configuration side which is release with the new model. Most of the things are now based on wizard which helps to understand the creation perfectly with less chances of error. The vendor has already customize and provided solution in the form of standard codes so we can just use it to further customize the system based on the requirement given by the client. It has come up with new features which are easy to implement and less complicates.

Cons: If the full lifecycle of SAP CRM(Marketing, sales, service) is implemented for any customer then it is always great because you don't have to depend on any other system for any other job. The thing which could be more better is the WebUi part, it could be something like webdynpro where everything is configuration and system populates everything for you.

Recommendations to other buyers: I would just recommend to have icing with cake which means try to know other things along with SAP CRM will do a great help in your career.

Mukesh' Review

Aug 10, 2015
5/5
Overall
4.5 / 5
Ease of Use
4.5 / 5
Features & Functionality
4.5 / 5
Customer Support
Likelihood to Recommend: 9.0/10 Not
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Pros: I have been helping customers with this Product for almost 10 years now and I like the CRM Web UI and all other features which comes along with it. I am currently helping ATB team to stabilize this product and automate things.

Cons: I like pretty much everything about this. The maintainance is so expensive .

Recommendations to other buyers: You might as well check for other customer references.

SAP CRM JUNIOR CONSULTANT

Aug 10, 2015
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
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Pros: CRM is very good product , especially where an employer running call ceneters, CRM is more useful,

Cons: it is useful, it works in any company where they run call center for them

Recommendations to other buyers: CRM is the best than others, it can be integrated with CE portal and EP

SAP CRM is the Best. And I love working on it.

Jul 22, 2015
5/5
Overall
4.5 / 5
Ease of Use
4.5 / 5
Features & Functionality
4 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
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Pros: SAP CRM provides excellent features which could let any Business Firm to provide best services to their customers and also helps to retain their customers for a long term.

Cons: Well, it would require upgrade to new version at least once in 3 years.

Recommendations to other buyers: SAP has provided best knowledge articles in terms of Technical/Functional/ and Architectural.. I would recommend to make best use of them.

Customer friendly

Jul 05, 2015
4/5
Overall
3.5 / 5
Ease of Use
4 / 5
Features & Functionality
3.5 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
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Pros: The SAP CRM product is a more user friendly and customer friendly product. Almost all kind of interaction for your business purpose the product is ready to use. The vendor provides almost all the time the new releases which incorporates new features in the products and help customers.

Cons: Not all the items or features of SAP CRM can be customised.

Recommendations to other buyers: Its required to analyse the product which best suites your requirement. Use the product in the best possible way to fit the requirement.

SAP equals reliability

Jun 30, 2015
4/5
Overall
3 / 5
Ease of Use
3.5 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Pros: I like the fact that SAP is a "work horse". It does what you need it to , when you need it done. I have yet to have any issues or problems with this product nor anyone that I know that uses it as well.

Cons: I cant say that there is anything negative about this product. I only wish that my position had not changed to where I am not able to utilize its services anymore.

Recommendations to other buyers: Even though I think this product is very efficient It doesnt do all of the things simular products do but I would just make sure that when choosing a product like SAP that you make sure its original purpose meets your business' needs

Unparalleled Customer Management

Jun 29, 2015
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
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Pros: It's interaction center helps customer care executives effectively manage and record customer interactions at different touch points and also enable them to quickly fetch the right information customer is looking for. It also has an inbuilt analytics platform that generates valuable insights about the customers that helps in cross selling and up selling The customer service is one of the best I have seen in the industry. Also, I like it's ability to be customized as per the needs of a particular organization

Cons: The speed of searches is slow at times with users stuck seeing spinning wheel notoriously known as 'wheel of death'.

Recommendations to other buyers: Implementation and integration is the key for a successful SAP CRM implementation. From my experience, I can say that one should keep the SAP CRM as close to standard as possible. It would always be better not to customize the CRM. So , consultants helping in implementing the SAP CRM play the most critical role.

Wonderful tool.

Jun 25, 2015
5/5
Overall
4 / 5
Ease of Use
4.5 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Pros: The power and flexibility of the tool. It has the ability to work for a number of purposes.

Cons: Nothing, it was great for our company to use. A lot of times tools of this magnitude are very rigid, but SAP CRM has a ton of flexibility.

Recommendations to other buyers: Make sure it can do everything you need in terms of your company's interests. The flexibility is great so it shouldn't be a problem, but you always want to check.

An end to end solution with seamless integration capabilities

Jun 19, 2015
4/5
Overall
4 / 5
Ease of Use
3.5 / 5
Features & Functionality
3.5 / 5
Customer Support
Likelihood to Recommend: 9.0/10 Not
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Pros: SAP CRM is a very robust product and SAP has done well over the past decade to cater to the CRM needs of customers across industries. The best part of SAP CRM is that it not only integrates seamlessly with other SAP softwares but also with various non-SAP softwares providing options to enterprises to keep using certain legacy systems at the same time. CRM solutions in general are very customer centric and SAP has done exceptionally well over the past few releases to come up with advanced features like Social Media Integration to capture market vibe in a more structured and organized fashion. While some of the core CRM modules keep getting better with frequent bug fixes, focus has been on adding new features to cater to industry specific needs. Another important aspect of this software is its ever improving UI. Since CRM 7.0 there has been considerable change in the UI which I should say is extremely friendly now. For customer who want to deploy SAP CRM solution faster, SAP provides them with Rapid Deployment Solution which reduces the implementation time and cost drastically. SAP CRM Best Practices are now successfully used across industries as a proven tool to successfully run business. SAP CRM on HANA platform has made data retrieval a very quick and hassle free affair. SAP also has a great community of developers and professionals who help to share ideas and answer questions when it comes to configuring and customizing their solutions. Another important thing is that for customers who do not want to invest in huge IT infrastructure , SAP CRM comes as an on demand (cloud) solution with most of the features from its on premise version.

Cons: SAP CRM releases newer version at a relatively slower rate than most of its competitors. Configurations in SAP CRM backend still remains pretty complex and require highly skilled and experienced professionals to do so. Though SAP CRM can be used as a standalone product but the usability is drastically reduced when SAP ERP is not implemented. Standalone SAP CRM analytics is very basic in its present form and cannot cater to customer need without complex customization.Lastly, lets face it, SAP solutions are still heavily priced compared to other vendors and quite understandably SAP CRM consultants are pretty expensive to hire.

Recommendations to other buyers: Understanding the enterprise's requirement is a the key for evaluating any ERP based software. Various web based journals are available , most common one being SAP SCN (SAP's official community network),to understand what SAP CRM can and cannot deliver. Always compare it with other vendors in the same field. Enhancements and customization are costly in SAP CRM so understanding what a SAP CRM out of the box solution can deliver is very important. SAP Best Practices are industry proven but that does not mean that it would best suite your business needs in long term. So , it is very important to evaluate how much business process change is your organization willing to do to bring in SAP CRM in your environment.

Best Interaction tool to connect with customers

May 21, 2015
4/5
Overall
2.5 / 5
Ease of Use
3.5 / 5
Features & Functionality
4.5 / 5
Customer Support
Likelihood to Recommend: 7.0/10 Not
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Pros: 1. Exceptional customer service 2. It has a deep functionalities for Sales, Marketing and Service cloud and can be integrated to any level with any system or SAP module. 3. They help us in data migration from internal system to SAP CRM module

Cons: Not very user friendly. Training Business Users is an issue as the product is a bit complex to use. User interface of the SAP CRM module is not at it best. Needs Improvement. Training and maintenance cost can really be an headache as it really costly due to coding

Recommendations to other buyers: Due to the use of SAP cloud it has really became user friendly and can be use to train the user easily

SAP Review - Wacker Neuson

Apr 23, 2015
5/5
Overall
4.5 / 5
Ease of Use
4.5 / 5
Features & Functionality
3.5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
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Pros: SAP continues to develop cutting edge applications and working on a customer friendly user interface. They offer a full product line so a company is able to leverage integration to all aspects of their back office. They are introducing enhancements very quickly now based on actual user requests.

Cons: Prior to the Cloud offerings, the UI for CRM was clunky and not user friendly. Many times when questioning how something works because it doesn't work as a user would expect they would answer "it is working as designed".

Recommendations to other buyers: Integration should always be a top priority when evaluating software like CRM. You need to understand if all you want is a stand alone Sales tool, or a fully integrated system that provides the visibility into a 360 degree view of your customers. It is also very important to evaluate the pain points of the users to understand if the standard functionality will provide the benefits you really need.

Why SAP CRM is better when it works with others.

Apr 16, 2015
3/5
Overall
2 / 5
Ease of Use
3 / 5
Features & Functionality
2.5 / 5
Customer Support
Likelihood to Recommend: 6.0/10 Not
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Pros: I think that the idea of SAP CRM is brilliant, a way to house and store data so that your company can really get a handle of data mining which theoretically would allow you to plan and be more proactive vs reactive. Once you get the hang of the screens it is easy to understand how to accomplish what you're trying to input into SAP CRM. The system is really set up to help you try and capture the most relevant information to your business.

Cons: As I said the idea of SAP CRM is brilliant but from my experience (and it could be the way my company chose to implement it) the use of so many different platforms that don't actually talk to one another is a ridiculous way to implement any data capturing tool. We had to export from two different systems of SAP CRM and then load it into a BIOD just to get the information to talk to each other and make any sense. And even then the project itself was a long and exhausting process because trying to figure out the language it speaks in the Order Entry system vs. the Customer Inquiry system isn't the same and you have to force it to mesh the data together. The screens are cumbersome and not user friendly. There are so many different ways you need to input information to get to the screen that you actually want you need a manual for literally everything you have to do because it takes that many steps. I think SAP CRM would benefit from focus groups for their North American business partners. Not everyone does business the same but North America has big business's that would greatly benefit from this type of system if it were easier to understand and implement on a day to day basis.

Recommendations to other buyers: I think I would focus solely on implementation. Make sure you have a solid understanding company wide on how you would like to implement this system and what you would use it for. Take the time, even if it takes months to do the work and have a well laid out plan on how your company would like to use the system now, and ten to twenty years from now. If you do the hard grunt work up front then it should help the implementation and use of the product be a success in your company.

CRM review

Apr 16, 2015
4/5
Overall
3.5 / 5
Ease of Use
3.5 / 5
Features & Functionality
4.5 / 5
Customer Support
Likelihood to Recommend: 9.0/10 Not
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Pros: Integration with ERP. Strong engineering behind the product.

Cons: User interfaces need to be really worked upon. The commercials are on the higher side.

Recommendations to other buyers: Be clear on the processes before you buy this one.

Using SAP CRM out of the box

Apr 15, 2015
3/5
Overall
3 / 5
Ease of Use
2.5 / 5
Features & Functionality
2 / 5
Customer Support
Likelihood to Recommend: 6.0/10 Not
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Pros: Has a deep domain expertise and technically very advanced product and has many functionalities packaged in its various modules. And now, they have started rolling out Enhancement Packs which allows you to activate new functionalities without effecting your existing changes. Vendor has a nice ecosystem of ERP modules.

Cons: Making custom changes without intensive effort if difficult. Vendor is very product oriented rather than customer oriented.

Recommendations to other buyers: Please be specific about what your want from the software and go-through the evaluation. What you see in evaluation is pretty much what you will get. All custom features are effort intensive.

An application that best suits external portal and UI users

Apr 10, 2015
4/5
Overall
2.5 / 5
Ease of Use
4 / 5
Features & Functionality
4.5 / 5
Customer Support
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: I have worked on SAP CRM version 5* and 7* as a SAP Security Administrator and following are my observations - - Customer relationship management (CRM) focuses on the retention of customers by collecting data from all customer interactions with a company from all access points. - SAP CRM provides user flexibility with sales, service module and also external consumers (3rd party vendors). - It is easily integrated with various SAP and non-SAP products like Identity management (IDM), 3rd party tools and ECC system - User access and administration is controlled through business roles maintained in SAP CRM system - Configuration required for running the various models (sales, consumer, etc) is maintained in ABAP backend in SPRO - Also, it is rated very high in terms of its Scalability and real time analysis and monitoring of Sales (provides a holistic view as needed) - Web UI (User Interface) helps user to enable & utilize business functionality extensively at one single point of source through replication process of business partners

Cons: I would say the user experience for SAP CRM Web UI in terms of usability and acceptance is not that great (user friendly), it's a bit complex at times. Also, the cost of installation, product keys, maintenance, operational cost is high But, SAP CRM 7* versions have much better usability and has improved a lot from it's previous pre-predecessors.

Recommendations to other buyers: I would let's look at the brighter side of this product - in terms of it's scalablity, once the user is familiar with the product and it's complexity - the results and output provided are far better than any other products out there.

Worked several years using SAP and the SAP CRM.

Apr 07, 2015
1/5
Overall
1.5 / 5
Ease of Use
1 / 5
Features & Functionality
1 / 5
Customer Support
Likelihood to Recommend: 3.0/10 Not
Likely
Extremely
Likely

Pros: It was a stable platform, the raw form we used before the CRM was implemented, the options and abilities were night and day between the CRM and the raw SAP ticketing system. The controlled version could be good for a group with limited abilities or job duties. For a working help desk, providing solution it was in the way.

Cons: It was not easily modified, you will need a skilled SAP programmer to support your CRM module. Too much room wasted on the graphic layout and no ability to change at the help desk end, the CRM for help desk was a burden. it struggles to provide useful info and ease of function.

Recommendations to other buyers: I think testing the software needs to be at daily work levels, high traffic periods, and meet and exceeds all needed data access. what I've found is as upgrade com along, there seems to be a reduction in abilities with each upgrade! somebody not doing the job decides 'here's what they need", which causes a reduction in service to the customer. Software needs to be so easy, so powerful and customizable your staff can't wait to get to work.

Awesome CRM software

Mar 28, 2012
5/5
Overall
5 / 5
Ease of Use
5 / 5
Customer Support

Pros: - Efficient software
- Nice user interface
- good interaction with customer

Cons: nothing like that..

Overall: Excellent

Complete solution for Small Businesses

Feb 02, 2012
4/5
Overall

Comments: SAP's functionality well-rounded and the pricing is competitive. It includes several integrated modules that support key customer facing functional (SAP CRM Sales, SAP CRM Marketing, SAP CRM Service, SAP CRM Interaction Center, SAP CRM Web Channel and SAP CRM Partner Channel Management). Overall, it is a very complete solution that meets all the needs that a small business might have towards a CRM.

Cons: Not intuitive Constant reload for every page