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.

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.

Our client is using SAP CRM for many purposes, such as invoicing, staffing, and managing HR. The solution has modules and they are using them for different purposes.

SAP CRM has a good performance.

SAP CRM could improve in the area of user-friendliness. It would help if you had an engineer to do the administration. The migration is complex when moving from the old version to the latest version.

I have been using SAP CRM for approximately 20 years.

SAP CRM is a highly stable solution. It is one of the best on the market.

I have found that SAP CRM is scalable.

We have more than five customers using SAP CRM. Some use SAP B1, and others SAP ECC 6. All intend to migrate to SAP HANA sooner or later.

We are the ones who are logging support tickets on behalf of customers. SAP CRM is a reliable partner for us. The support from SAP is good.

I have used other solutions previously and there is a handful of solutions that are enterprise-grade CRMs. These solutions are PeopleSoft, Oracle, and SAP. There are only a few. 20 years ago, SAP was the market leader, and still is SAP the market leader. Our clients are happy with SAP CRM.

The initial setup of SAP CRM can be complex but it depends on who is doing it. For us it was straightforward. 

SAP CRM has components, such as a development environment and testing environment. The length of time it takes to the implementation depends on either requirement. I cannot say universally it's straightforward. It depends on how large the customer is and how large their database is.

Our requirements are quite complex, our customers like to use the solution and we are supporting them.

From the maintenance perspective, SAP CRM is quite expensive compared to cloud services because the current solution they're using is managed by us and we are hosting it on servers. There is the cost of hosting, and managing servers and applications. The overhead is substantial, but this solution is a legacy system. It will take some time for the customer to migrate out of it.

If a company wants to change from SAP CRM it is very difficult. They would need to train hundreds of employees. They will be stuck with SAP CRM. My clients use this solution for their HR system, payroll, leave the system, and invoicing system, and everything is linked to SAP CRM only.

My clients will soon to SAP HANA or maybe SAP cloud.

I would recommend SAP CRM.

I rate SAP CRM an eight 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.

I'm a data engineer and we are end-users of SAP CRM. 

In terms of visibility of the data, there's a very limited set that we have access to and sometimes it's very difficult and not user-friendly to analyze from front end to back end. It's the biggest challenge, even if I'm working with an organization where we've implemented SAP. They don't have proper mapping so we are more dependent on our data analysis rather than any mappings provided. Consultants and data analysis functions should be improved or included. It's sometimes difficult to navigate in terms of data. Even some technical users might see challenges with data analysis and base their findings on assumptions rather than concrete findings. I know the payment solution is currently somewhat disconnected from the current CRM and it would be a helpful feature to have an integrated payment solution.

I've been using this solution for three years. 

The stability is good. 

This is an enterprise solution so it's scalable. 

Customer service is reasonable, not great.

The initial setup is quite complex and can sometimes take three to six months for a small deployment which makes life difficult for a business use case. We used SAP consultants for our deployment. 

I rate this solution eight out of 10. 

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.