SAP

SAP CRM

Composite Score

8.4 /10

CX Score

8.6 /10

161 Reviews Write a Review

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What is SAP CRM?

Provide marketing, sales, and service professionals with complete customer intelligence to manage relationships and customer-related processes. Our customer relationship management products enable you to define customers based on their industry and personalize the customer experience.

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Awards & Recognition

SAP CRM won the following awards in the Customer Relationship Management - Enterprise category

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1 Top Rated Capabilities

0 Top Rated Features

Latest Award, 2024

3 Top Rated Capabilities

1 Top Rated Features

2023

1 Top Rated Capabilities

0 Top Rated Features

2022

SAP CRM Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on SAP CRM.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

83 Likeliness to Recommend

95 Plan to Renew

80 Satisfaction of Cost Relative to Value

1
Since last award

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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+83 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love SAP CRM?

3% Negative

9% Neutral

88% Positive

Pros

Fair
Trustworthy
Respectful
Acts with Integrity

Feature Ratings

Average 79

Sales Management

Lead Management

Activity and Workflow Management

Account and Contact Management

Marketing Management

Collaboration

Customer Service Management

Analytics and Reporting

Quote Contract and Proposal

Telephony and Call Center Management

Mobile

Vendor Capability Ratings

Average 79

Vendor Support

Quality of Features

Business Value Created

Ease of Data Integration

Ease of Customization

Breadth of Features

Ease of IT Administration

Ease of Implementation

Product Strategy and Rate of Improvement

Usability and Intuitiveness

Availability and Quality of Training

SAP CRM Reviews

Lorren B.

Role: Sales Marketing
Industry: Media
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Dec 2021

Stable, feature rich and strong customer support

Likeliness to Recommend

9 /10

What differentiates SAP CRM from other similar products?

Product stability, list of features that any strong CRM should have, and strong & fast customer support

What is your favorite aspect of this product?

Stable feature list, any feature you'll use is very stable even with a large set of data and strong customer support.

What do you dislike most about this product?

Implementation can be tricky. Costing is high.

What recommendations would you give to someone considering this product?

It is a very good CRM tool. If you are handling a large amount of data SAP CRM is very suitable for you.

Pros

Continually Improving Product
Reliable
Helps Innovate
Performance Enhancing

Juan L.

Role: Information Technology
Industry: Healthcare
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Nov 2021

The best CRM software for sales.

Likeliness to Recommend

10 /10

What differentiates SAP CRM from other similar products?

I like the demografa application for showing merchants during sales who their ideal customer is and how many there are in their commercial zone. The budgeting system is fantastic, with numerous options for businesses to tailor their solutions to their customers. When we have sales meetings, SAP CRM makes it easier by providing a digital platform where we can see the progress and reports from everyone. This program is ideal for tracking vendor results and eliminates the micromanagement process, allowing everyone on the team to work at their own pace, because we can now focus on the results rather than attempting to apply solutions.

What is your favorite aspect of this product?

The sales and contracting processes are much faster. Coherence in processes, as well as the ability to communicate with all of my clients and keep their information up to date. Lines that are very clear for all vendors in terms of customer property and sales history. This program appeals to me because it has saved me a lot of time and effort. Customer activities are processed and documented. The backend interface and processing are being worked on. A trustworthy companion in everyday life. There are numerous customization options. Larger data sets can also be easily processed in this manner. A good sense of organization is also provided.

What do you dislike most about this product?

There's nothing I don't like about SAP CRM, except that I'd like to see more people use it. Previously, there were programs that used SAP, and it was always a struggle because each program had to meet a specific need, but with SAP CRM, everything was in one place. This program is used by every member of our team. The design has been around for a while. Only with a significant amount of effort is it possible to connect to other programs. MobileApps are only available in limited quantities. The user friendliness leaves a lot to be desired. The interface is not intuitive, and the front-end could be designed to be more modern.

What recommendations would you give to someone considering this product?

We used Tasks extensively in our team, specifically: communication / To-Dos were shared and automatically assigned via SAP. SAP was also used to manage lead and contact management. All information (contact, revenue, in-person visits, e-mails, etc.) is stored centrally and accessible to all. This facilitates communication and organization for both the individual and the entire team. The most important aspect was that all of the component areas (Nachrichten, Ordervorgänge, etc.) were linked together. This has streamlined the process, as well as the coordination and communication. Also, the customer service was always helpful when I had question

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Anirvan C.

Role: Human Resources
Industry: Communications
Involvement: Vendor Selection and Purchasing

Validated Review

Verified Reviewer

Submitted Nov 2021

Hard to master!

Likeliness to Recommend

6 /10

What differentiates SAP CRM from other similar products?

Segmentation and multichannel campaigns are available.

What is your favorite aspect of this product?

Ease of use.

What do you dislike most about this product?

Certain tabs are complicated.

What recommendations would you give to someone considering this product?

It is hard to master so take your time.

Pros

Continually Improving Product
Performance Enhancing
Effective Service
Fair

Cons

Security Frustrates

SAP CRM

What is SAP CRM?

Company Details

Book a Free Demo Today!

Awards & Recognition

SAP CRM Ratings

83 Likeliness to Recommend

95 Plan to Renew

80 Satisfaction of Cost Relative to Value

1 Since last award

Emotional Footprint Overview

+83 Net Emotional Footprint

How much do users love SAP CRM?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Sales Management Lead gen, pipeline management, team & geography-based assignment. Compensation & contract management. Ability to pull customer data from the social cloud.

Lead Management Track and optimize prospective customers through lead generation, customer inquiry and capture, filtering, grading distribution, and contact/lead nurturing.

Activity and Workflow Management Text or code-based and visual workflow designers.

Account and Contact Management Customizable records with customer demographic information, account history, and billing information.

Marketing Management Multi-channel campaign management and analytics, budget tracking, click-to-lead capabilities, and social property management, keyword mining, and analytics.

Collaboration Includes ability to view, share and direct work between co-workers in real or near real-time.

Customer Service Management Includes case and ticket management, automatic escalation rules, advanced resolution tools, multi-channel integration, and in-band response capabilities.

Analytics and Reporting Includes historical & real-time dashboard visualizations, detailed & summary reporting and easy data extraction for data analysis.

Quote Contract and Proposal Includes web portals, quoting capabilities, order tracking and fulfillment, and rapid deployment templates for e-commerce sites.

Telephony and Call Center Management Computer-telephony integration for bringing call info into the CRM suite. Advanced call recording, scripting, queuing, and Interactive Voice Response (IVR).

Mobile Ability to support multiple devices, OSes and platforms using mobile optimized, HTML-based web access and/or native applications.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

SAP CRM Reviews

Lorren B.

Stable, feature rich and strong customer support

Likeliness to Recommend

Pros

Juan L.

The best CRM software for sales.

Likeliness to Recommend

Pros

Anirvan C.

Hard to master!

Likeliness to Recommend

Pros

Cons

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1
Since last award

Feature Ratings

Sales Management

Lead Management

Activity and Workflow Management

Account and Contact Management

Marketing Management

Collaboration

Customer Service Management

Analytics and Reporting

Quote Contract and Proposal

Telephony and Call Center Management

Mobile

Vendor Capability Ratings

Vendor Support

Quality of Features

Business Value Created

Ease of Data Integration

Ease of Customization

Breadth of Features

Ease of IT Administration

Ease of Implementation

Product Strategy and Rate of Improvement

Usability and Intuitiveness

Availability and Quality of Training