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Overall customer rating: Customer rating:

 (1685)

 (21)

Recommended by: Recommended by:

79% of users

79% of users

Operating Systems: Operating Systems:

     

     

Mobile compatibility: Mobile compatibility:

Deployment: Deployment:

Target customer size: Target customer size:

Price: Price:

Demo:Demo:

Most positive review: Most positive review:

“The design and quality of the product is very high-end. I have tried using other CRM software before, and Salesforce is the best yet.”

- Tyson Borgen, Boston Sea Corporation

“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.”

- Aneesh Biswas, KPMG

Most negative review: Most negative review:

“It has an aging interface, and the unique features that once made it the front runner have now become standard in many other CRMs.”

- Kobe Cummings, Swedish Match

“User experience for SAP CRM Web, in terms of usability and acceptance, is not that great. It’s a bit complex at times.”

- Krunal Rana, Compliance and Security

Pricing:

How it's priced: How it's priced:

Cloud-based: A monthly subscription fee is paid for each user login.

Cloud-based: Monthly subscription fee for each user login.

or

On-premise: Perpetual license fee, paid up front, for each user.

Contract term: Contract term:

Cloud-based: Monthly subscription fee for each user login.

Cloud-based: Terms vary based on user needs.

or

On-premise: Perpetual license agreement signed up front to own and and use software indefinitely.

Upfront costs: Upfront costs:

Fees apply for professional implementation services, such as integrations, customizations and data migration and de-duplication. These costs vary significantly depending on your needs.

Fees apply for implementation and integration.

Recurring costs: Recurring costs:

Fees apply for premium support.

Perpetual licenses require annual maintenance and support contracts. Subscription-based license fees cover maintenance, support and managed services.

What does it cost?: What does it cost?:

Applications:

Marketing automation: Marketing automation:

Sales automation: Sales automation:

Customer service/support: Customer service/support:

Call center: Call center:

Channel management: Channel management:

Social CRM: Social CRM:

Web self service: Web self service:

Lead opportunity management: Lead opportunity management:

Ease of Use:

Overall customer rating: Customer rating:

 (1685)

 (21)

Most positive review: Most positive review:

“I love SFDC. The navigation tools on the header of the page allow me to locate and act on information I am looking for very quickly.”

- Kobe Cummings, Swedish Match

“It is very user-friendly. … SAP CRM, like other SAP applications, has evolved into multi-platform. … Hence, you can even access it on your smartphone or tablet as well as on your desktop.”

- isha Verghese, Cognizant Technologies

Most negative review: Most negative review:

“Some of the interface can be cluttered with too much information. I find myself having to scroll through low level material before I get what I need.”

- Micah Pappas, Western Governor's University

“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.”

- Sarah Geist, Thermo Fisher Scientific

Support:

Overall customer rating: Customer rating:

 (1685)

 (21)

Most positive review: Most positive review:

“I love SFDC. The navigation tools on the header of the page allow me to locate and act on information I am looking for very quickly.”

- Kobe Cummings, Swedish Match

“Whenever we do face issues in terms of SAP features, we receive good support from them.”

- Sandeep Ganthi, IBM Canada

Most negative review: Most negative review:

“Some of the interface can be cluttered with too much information. I find myself having to scroll through low level material before I get what I need.”

- Micah Pappas, Western Governor's University

“Sometimes customer support takes very long to reply or solve issues related to [the] product. SAP CRM configuration documents are not readily available for all modules.”

- Aneesh Biswas, KPMG

Phone support: Phone support:

24/7 toll-free, worldwide phone support can be purchased.

24/7 toll-free, worldwide support available for non-technical queries only.

Online case submission: Online case submission:

Online case submission with two-day response time is included in the subscription fee. Faster response time (within 1 hour) and online support for developers can be purchased.

Included with annual maintenance and support contract.

Online support options: Online support options:

A help website, knowledge base and community is included in the subscription fee. Content for improving user adoption, productivity and access to a dedicated success representative can be purchased.

Self-help portal, knowledge base and live chat included with annual maintenance and support contracts.

Training: Training:

A “Getting Started” online catalogue is included in the subscription fee. Additional training catalogues, customizable training templates and role-based training modules can be purchased.

Training courses with certifications can be purchased.

* The research on this page is updated by our editorial team. Email us if you're a vendor with new information or a potential buyer with questions or comments.