SAP CRM Reviews

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 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 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.

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.

This solution is primarily a customer-facing portal for placing and tracking orders. I'm a service delivery manager and we are customers of SAP CRM.

When we implemented this solution nine years ago it was the best product on the market. It provides good performance. 

Many similar solutions have come on to the market in the last few years that have a better GUI, and better connectivity to the back-end SAP system. That is where this product started fizzling out. SAP GUI is not very attractive. Secondly, it doesn't capture people who visit the site and the products which were of interest to that person. Features were never upgraded and people started losing interest in the product because there were many other attractive products available. The solution has some serious issues at this point. 

We've been using this solution for almost nine years. 

Performance and stability were good, we never had any issues. 

Scalability was not an issue.

In general, their support is quite slow and requires a lot of follow-up to get what we need.

The initial setup was not very complex, it connected to our back-end SAP system. We have a Java portal at the front. We used a third-party service provider who was an SAP gold partner and carried out the implementation. The product requires the usual security-related patches to be applied as and when there are issues, then regular database upgrades and OS upgrades. We have around 450 people who are working on this solution.

SAP prices are always on the higher side, but we went with it after evaluating everything. Over time though, we stopped getting value for money. 

We've decided to move to an SAS solution. The solution we've chosen doesn't require maintenance and has a very good GUI with all interfaces available on APIs. In addition, it has all the functionalities which customers want. If a customer visits the site, it's recorded along with the product they looked at. If an order is placed, the customer can track it and get the account statement from the portal. 

This product does not have a future roadmap so we decided to decommission it and move to another solution. 

I rate this solution three out of 10. 

We use SAP CRM mostly for customer contact and lead management.

The most valuable feature is lead management and integration.

SAP CRM could improve by being easier to use and customer-friendly.

I have been using SAP CRM for approximately 13 years.

The implementation is difficult and could be easier.

SAP CRM costs approximately a couple of thousand a month.

I rate SAP CRM a six out of ten.

SAP CRM is used for companies that have large issues and for marketing leads.

SAP CRM could improve by making the solution more current, it is out of date. There are no more updates for SAP CRM.

I have been using SAP CRM for 10 years.

We have 150 users using SAP CRM in my organization. The people in the marketing in sales are using the solution.

The initial setup of SAP CRM was simple.

We used an integrator for the implementation. We have one person for the maintenance of the SAP CRM.

There is a license required to use SAP CRM.

We have evaluated other solutions.

We are migrating to SAP HANA. I would not recommend SAP CRM.

I rate SAP CRM a six out of ten.

We are a consultancy and advising company. It is used for sales, B2B sales, and sales force automation. It is used when our salesmen sell to our customers, and it is also used for the customers of our clients. The customers of our clients buy directly through the B2B portal on SAP.

The flexibility to design the portal and customize it according to the needs of the clients is valuable. The integration with SAP ERP is also valuable.

The B2C features of SAP are strong, but they are not very known to the public and companies. They must make it more known for B2C applications or B2C use cases.

I have been using this solution since 2010. It has been 11 years.

It is very scalable. It can cater to huge traffic and thousands of simultaneous users.

It is good, but it depends on the partner you select for implementation. You have to select a knowledgeable partner in order to get good support. It is not only about the application but also about the partner.

There is a great need for consultancy work. You need to first understand the needs and then design and configure the application. You need to understand all the features of the software in order to have a good installation. It is not for a common user. You need specialization and knowledge about it.

For its deployment and maintenance, we have at least 10 people. We have five engineers and five power users or business users.

I don't have the numbers, but you can get the results in approximately one year.

I would advise others to first clearly understand the business needs and have a good design or a good project. Only after that, they should begin the implementation.

I would rate it a nine out of 10.