With thousands of implementations across 26 industries ranging from Aerospace & Defense to Wholesale Distribution, SAP’s CRM solution is intuitive and robust enough to meet the needs of the mid-market business while sophisticated enough to manage the sales pipeline, customers and marketing programs of the multi-billion dollar enterprise.
SAP CRM is a comprehensive, industry-specific client management solution with built-in sales automation, marketing automation, customer support, help desk and channel management capabilities. The system can be installed on-premise or accessed via the web. The sales module helps companies acquire and retain new business by effectively managing the sales pipeline. The marketing module is designed to develop, execute and manage effective marketing campaigns, and to score and nurture leads. The service module aids companies in improving client satisfaction and retention rates by providing superior levels of customer support. Other modules include channel management, interaction center, web channel, and business communications management.
When you partner with SAP, you can rest assured that your business is in the hands of an established, trusted software company. For the past 35 years, SAP has met the software needs of countless organizations and the company continues to remain a leader in business management software.
Nathan from Schneider Electric
Employees number: 10,000+ employees
SAP helps the flow of product throughout our business in order to increase throughput of products and generate overall customer service.
FINNY SUNDEEP from AECL
Specialty: Software / IT
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.
Queue Management in SAP CRM & ECC was manual push. There's no alternative solutions.
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.
Shanthi from Accenture
Specialty: Other services
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
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
Try all the features and the roles available in the product. It is integrated to BI for reporting
Nisha from Cognizant Technologies
Specialty: Software / IT
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.
SAP CRM needs more documentation maintained so that it would be helpful for novices in the field
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.
Sara from ATB Financial
It is generally user friendly and there is a lot of support offered.
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.
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.
Neha from IBM India Pvt Ltd
Specialty: Software / IT
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.
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.
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 from ATB Financial
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.
I like pretty much everything about this.
The maintainance is so expensive .
You might as well check for other customer references.
Saibabu from IBM Canada
CRM is very good product , especially where an employer running call ceneters, CRM is more useful,
it is useful, it works in any company where they run call center for them
CRM is the best than others, it can be integrated with CE portal and EP
Sandeep from IBM Canada
Specialty: Software / IT
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.
Well, it would require upgrade to new version at least once in 3 years.
SAP has provided best knowledge articles in terms of Technical/Functional/ and Architectural..
I would recommend to make best use of them.
Rashmi from KPMG
Specialty: Software / IT
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.
Not all the items or features of SAP CRM can be customised.
Its required to analyse the product which best suites your requirement. Use the product in the best possible way to fit the requirement.
Amir from IEEE CS
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.
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.
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
Tapan from dunnhumby
Specialty: Software / IT
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
The speed of searches is slow at times with users stuck seeing spinning wheel notoriously known as 'wheel of death'.
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.
James from NJVC, LLC
The power and flexibility of the tool. It has the ability to work for a number of purposes.
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.
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.
Aneesh from KPMG
Specialty: Auto Dealership
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.
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.
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.
Samuel from Pureprofile.com
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
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
Due to the use of SAP cloud it has really became user friendly and can be use to train the user easily
Sandy from Wacker Neuson Corporation
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.
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".
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.
Sarah from Thermo Fisher Scientific
Specialty: Other services
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.
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.
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.
Deepak from Asian Paints
Integration with ERP. Strong engineering behind the product.
User interfaces need to be really worked upon. The commercials are on the higher side.
Be clear on the processes before you buy this one.
Sumit from Parmalat
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.
Making custom changes without intensive effort if difficult. Vendor is very product oriented rather than customer oriented.
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.
Krunal from Compliance and Security
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
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.
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.