SAP CRM Reviews

I have used SAP CRM for many purposes, such as lead generation campaigns, product sales, conversion of leads, and how these leads are getting converted into real-time businesses.

The previous company I worked for was an alcohol company, they prepare spirits. Their customers are bars, large restaurants, and entertainment giants where alcoholic beverages were required. 

SAP CRM is good to maintain the lead lifecycle, we have a full lifecycle. You receive an expression of interest and negotiate. Then once you negotiate, you see the economic visibility of it. You see the supply, how strategic is it, who are the competitors, and whether you have won the contract for them or not. If the contracts are being renewed, you can see the revenue you are receiving out of it every month or every quarter. SAP has that flair of ability to integrate with the different modules. For example, if you are creating a lead, you would also have the master data entry in the SAP DW or SAP planning systems. There you get to know how many caskets of liquor that you have sold last year compared to your competitors, and what portion of your marketing activity has resulted in providing revenue. You can look at your previous activities and compare them.

There are different tools we can use. For example, we have something called Anaplan. Anaplan gives you a comparison between these two systems, sales versus leads. Celonis or Alteryx could be used to find out the real-time extractions and data inputs, and provide real-time insights.

I have found the most valuable feature of the SAP CRM system is its ability to integrate with other modules. SAP CRM is all about integrating with other modules. For example, SuccessFactors is their learning management. This is one use case that SAP CRM themselves use. Their lead generation versus their sales from their educational services. You can instantly receive insight into how many leads have been generated and how much it turned into real business or revenue for them. I was told in one of the seminars that the data transfer from the lead generation to sales is only 24 hours in SAP CRM.

Previously, the SAP CRM used to use simple servers, but now SAP uses HANA. The problem with the HANA databases is their interoperability with other solutions. SAP CRM could improve by working better with other solutions.

The integration is not that easy with SAP CRM. Extractions are not very easy in SAP CRM.

I have been using SAP CRM for approximately two years.

SAP CRM system is very robust and stable. I never saw any disruption in the SAP CRM system except in the maintenance period. The maintenance period is the time when they prune the systems of unnecessary codes, extract logs, troubleshoot, or patches. Additionally, they check the load balances. At those times, you would have downtime. Otherwise, I have never seen the SAP CRM system having any issues.

SAP CRM is a scalable solution.

We have approximately 500 people using this solution.

The initial setup of SAP CRM is not straightforward, but it's worth learning.

SAP CRM is not suitable for smaller businesses because it is expensive. The larger businesses would be able to handle the cost.

I would recommend this solution to others.

I rate SAP CRM an eight out of ten.

We have customers that are using SAP CRM in the cloud and others are using it on-premise. 

We have done C4C for logistics and C4 Cloud for sales, for the retail industry, public sectors, and a boiler heater which I would classify as non-retail. There are many industries we have used this solution in. 

The public sector deployment was on-premise, and the logistics and retail were on the cloud.

What I see as a challenge against our competitor is that Salesforce comes with more flexibility, for enhancement purposes, whereas the SAP CRM Cloud is more robust and rigid. It's not flexible to implement any bespoke solution. 

I have been using SAP CRM for more than 10 years.

The stability of SAP CRM is good.

SAP CRM is a scalable solution. 

We have a few clients using SAP CRM.

SAP CRM has poor attrition, with a lot of people joining and leaving the SAP space. No single person has a wider knowledge of SAP E3, ECC, C4C, or CRM in their whole space. People are joining and leaving. If you take a different sector, for example, someone very good in hybris and that hybris team may not know what is SAP ERP. Similarly, the ERP expert may not know how CRM works. There are a lot of disconnects, but fortunately, as a Gauri organization, we worked in all the specialties, we can help anyone in SAP if they need help.

I have used Salesforce previously.

The initial setup is fine. We use an activate methodology, and we go and find the scope. However, all the customers will align with what SAP delivers out of the box, every customer needs some variation. That variation you need to deliver through the bespoke development. Unfortunately, the bespoke development in SAP CRM Cloud is quite challenging.

I would recommend this solution for large industries. If the company is small to medium-sized, I would recommend Salesforce.

I rate SAP CRM an eight out of ten.

SAP CRM is primarily being used to monitor our sales team's performance.

It's a software as a service (SaaS) model. It's run from a public cloud.

Our sales team is located in different geographies in the world, and their interactions with our customers are being tracked and recorded in the CRM platform. At any point in time, we can see the performance of the salespersons. We can see:

• What is there in the pipeline in the upcoming three to six months?
• What kind of order is available? 
• What kind of engagement is happening? 

All these can be tracked through the CRM.

The most important factor for recommending SAP CRM is its integration with the core SAP platform. Globally, most enterprises are using SAP as an ERP platform to manage their key business functions. SAP CRM has out-of-the-box integration with the core SAP platform. You can integrate your pre-sales and post-sales into the single platform on the SAP CRM very easily, and you can extend that CRM to your customers who can actually see what is happening to their orders—such as whether it is dispatched or not dispatched or at what stage it is—simply by logging onto the CRM platform.

The integration of SAP CRM with the SAP platform is relatively easier as compared to any other third-party product. If you go for any other third-party product, you will have a lot of challenges in terms of integration. 

Every end-user uses a smartphone nowadays. The user interface on the smartphone can be improved a bit so that you can do almost all the work from your mobile. You don't have to go to the desktop or the laptop to log in. The mobile user interface can be further improved and enriched so that you can easily manage your CRM functionalities straight from your smartphone. 

SAP CRM is being used for almost two years.

It is a stable product.

It is very scalable.

Technical support is available for the platform 24/7 when you subscribe to it.

It is fairly easy to set up. It is not at all complex.

Its price is reasonable. As compared to other CRMs, this CRM is competitively priced.

They have multiple flavors with different sets of functionality. Pricing is based on the flavor that suits your requirement. If you have more users, the cost will come down. 

For an SAP ERP customer, SAP CRM should be a natural choice. Because of the out-of-the-box integration feature, you need not put too much effort to integrate these two platforms. This is the single most important factor for considering SAP CRM. You can easily integrate the cloud CRM, as well as on-premises SAP CRM. It also has all the required and standard features of CRM functionality.

I would rate it an eight out of 10.

When I was in sales earlier, we used SAP CRM for several important tasks. We entered customer orders into the system, and we could also check a customer's outstanding balance through the product. This helped us determine whether we could process a new order for that customer.

The most valuable feature is real-time data. You don't have to go to the finance team for information. On one screen, you can see if stock is available and check the customer's outstanding balance, and then you can process the order. SAP CRM's integration with other applications is easier. 

Analytics can be done through reports. It's very easy. Many reports are by default, and there are many reports that you can create. You can customize the report to meet customer requirements.

The tool's installation on the cloud takes time, but it should be easier. One transaction takes around one to one and a half hours. 

I have been working with the product for five years. 

I rate the tool' stability a ten out of ten. 

I rate SAP CRM's scalability a ten out of ten. My company has 200 users who use it daily. 

I've used the tool's tech support. It's available 24/7. We have dedicated people for every project, so SAP supports us directly. We can go straight to SAP for clarification and resolution for any issue we face. They're customer-friendly. 

I have worked with Salesforce. It is not even half as useful as SAP CRM. 

We don't have to install transactions again and again newly. All transactions should be on the cloud by default, and we can select what we want to use or what access to give to which users.

Every user needs to have a license. 

I rate the overall product a nine out of ten. The only problem is that the customer cannot describe exactly what they need. When we deliver it, they say that it should have been like this or like that, so we have to make changes to the results.

We use SAP CRM for reading and writing data. It helps us understand the supply chain code of the database.

The product's pricing could be better. 

We have been using SAP CRM for one year.

It is a very powerful product. I rate its stability a ten out of ten.

I rate SAP CRM’s scalability a ten out of ten.

The product’s initial setup is very straightforward.

The product is costly.

I rate SAP CRM a ten out of ten. I advise others to go ahead to use this technology. It is beneficial for the environment. It provides innovative ideas for implementation. It will save a lot of money in the future.

We work in the construction sector. During the construction of the buildings, we have contact with the client and the customer. So SAP CRM is vital to get the information and contact the client. The solution assists us in identifying what to send, what to offer, and what customers are buying.

We value the ease of organization with the solution. All the documents are the same, and we have all the contacts, the telephone calls and the mail we send to the client and the customer. Everything is inside SAP, so we manage only SAP in this case.

The interface could be improved because sometimes it has lots of data to enter, and possibly 50% don't use it. So the interface needs to be simple because if it manages so much information and data about the customer, you might get lost in the products.

We have been using the solution frequently in the last twelve month and are currently using version 9.3.

The solution is stable.

The solution is scalable. We have 30 to 50 employees that use the software.

The customer service and support team are good. I rate them an eight out of ten.

Positive

Two to three people know SAP, manage SQL databases, and effectively learn about CRM. You may work with additional people, but two to three people is a good number.

I rate the solution an eight out of ten. The solution is good, but the user interface could be more intuitive. It's a good tool because in the same software, in the ERP, you have a CRM and all the administration, documents and policies in the same product. So you can use and make maintenance and support in the same platform, that's very good, that's fine. So it isn't easy to find this integration solution.

I've worked on archiving on SAP CRM. I worked on an archiving object called CRM Act-On in my last project.

We've got something called IPC, Internet Pricing and Configurator. They have built a custom-built solution over that. Apart from that, the vendors use the CRM solution.

I'm not an SAP CRM expert. I don't dig deeply into the features. 

There are use cases where I have supported it and it worked fine.

The initial setup is not too hard.

The solution is stable.

Its scalability is good.

Support has been great.

The architecture, the business functionality, and the features really help the current existing organization.

Integrating the existing SAP CRM with other SAP systems is easy. You would need somebody who has some cross-functional expertise if you work with both non-SAP and SAP solutions.  

I read somewhere that SAP has ceded space to Salesforce in this area. I have heard SAP has stopped developing SAP CRM further.

We would like to see them offer lower pricing. There are other solutions in the market that will provide effective solutions at a much lower price. CRM is costlier than its competitors.

I've been using the solution for four years.

The solution is very stable and offers straightforward reliability. I haven't dealt with bugs or glitches and haven't experienced crashes or freezing.

It is not an issue if you need to scale. It can expand well. 

I cannot speak to how many people are using the solution.

We worked with SAP on my last project. We had an issue regarding the Bdocs, and then we worked with SAP support personnel.

They were a show-stopper and they really helped us. I would rate their support highly.

Positive

Choosing the solution was the job of the CTO. 

There are a host of factors, including budget and support factors which will really go into decision-making. However, decisions on what to use or move away from is made at the C-suite level.

The initial setup is pretty simple and straightforward. It is not difficult. People who are well-versed in CRM won't have trouble.

I am not aware of the exact cost. However, my understanding is that it is quite costly.

I'm an SAP consultant.

The solution is good, and if a client was looking into it, I would compare it to others in the market and recommend what was best for the client according to their environment. Sometimes CRM is the right solution. Sometimes it may not be.

I'd rate CRM a seven out of ten.

We use SAP CRM to improve service functions and processes to complete all the activities with clients. It helps improve all communications and centralize all the information within one platform. We can make many of these process improvements with the CRM platform SAP Service Cloud. 

The features that are used most are the lead model and the opportunity model. We can create many different pipelines with many phases. These features improved our process in the States very well.

The implementation and integrations could be better. After we went into the production environment, we had some issues. Most of them were with the ERP integration. Many other issues were around the client's integrations between the ERP and CRM platforms.

It could be more user-friendly. It wasn't very user-friendly initially, but now it's easier for them to use. Now, the users can use that platform better than at the beginning.

We would like to see reports with more analytic features and artificial intelligence in the next release. For example, show more metrics and KPIs and more dynamic dashboards. Because the platform has some models, but it's not easy to use. It's a little complex.

I have been using SAP CRM for three years.

We had a good relationship with SAP. They were very close to us at the beginning of the project. When the issues appeared, they provided very good support, and the technical specialists tried to resolve the issues very quickly. So, it was a good relationship with them.

The initial setup was a little complex in the beginning. The technical team had to change the standard features. They developed some features that the business needed. Not all the implementation was the standard. You need around ten people to deploy and maintain this solution. 

We pay for the license yearly. 

On a scale from one to ten, I would give SAP CRM a seven.