SAP CRM Pricing, Features, Reviews & Comparison of Alternatives

SAP CRM

Enterprise CRM software

4.17/5 (198 reviews)

SAP CRM overview

What is SAP CRM?

SAP CRM On Demand offers a range of tools to meet the needs of sales, marketing and customer service staff, as well as managers and business owners. The Interaction Center within the CRM provides a platform to manage customer communication from multiple channels. All customer interactions, from call, email, social media and live chat can be tracked, managed and evaluated. Tasks and dates can be prioritized, follow-ups can be schedules and team selling supported, using the CRM.

Integrated knowledge management, along with rules-based email management, allows agents to solve issues faster within the CRM. The marketing and sales analytics features, combined with the reporting tools offered in SAP CRM, allow marketing and sales departments to refine their campaign strategy. Align teams on company goals and team objectives by analyzing performance and coordinating efforts with call lists, agent scripts and promotional campaigns.

Create and execute marketing campaigns using data gathered though SAP CRM On Demand. Marketing campaign efforts can be implemented globally, regionally or locally. Campaign performance can be monitored in real-time and scenario-based campaigns can be implemented. The pipleline management tools offered by SAP CRM allow sales reps to qualify leads more efficiently and to make use of cross-selling and up-selling opportunities. Sales reps can use the SAP ERP integration to manage sales orders, quotes and contracts, processing and closing deals more efficiently.
www.sap.com

Pricing

Pricing options
Subscription
Value for money
View Pricing Plans

Devices

Business size

S
M
L

Markets

United States, Canada, United Kingdom, Australia, China and 3 other markets, India, Japan, Germany

Supported languages

English
SAP CRM screenshot: Task and schedule overview in SAP CRM On Demand SAP CRM Tutorial for beginnersSAP CRM screenshot: HR data in SAP CRMSAP CRM screenshot: Corporate accpunt view in SAP CRM On DemandSAP CRM screenshot: Account activity overview in SAP CRM On Demand

SAP CRM reviews

Value for money
Features
Ease of use
Customer support
  3.9
  4.2
  3.8
  4.1
Arvind Kumar Avinash

Easy to learn and work with, yet most powerful Java based eCommerce platform

Used daily for 2+ years
Reviewed 2019-12-17
Review Source: Capterra

Pros
1. SAP Hybris is based on Spring framework. Because Spring is the most widely used framework in Java fraternity, finding developers and architects who can be quickly made productive on the Hybris platform is much easier as compared to that on other platforms. Moreover, there are strong SAP Hybris communities at answers.sap.com and stackoverflow.com. 2. SAP Hybris has been consistently at the top position as rated by Gartner and ForresterWave. The selection criteria for these two agencies have been most respected for many years. 3. The business tooling is very extensive and business users find the merchandising tools quite intuitive. Hybris SmartEdit (which is a tool enabling the business users to make changes to the website content as intuitive as editing a live site and previewing it on multiple devices before publishing the changes to the live site) is the only tool of its kind provided by any Java-based eCommerce platforms. 4. SAP Hybris sticks to releases as per the roadmap published well in advance. At the same time, SAP Hybris comes up with the required patches (e.g. security patches) immediately when they are deemed critical for businesses. 5. The documentation is quite rich and there are more than one sites (e.g. help.hybris.com, wiki.hybris.com, www.sap.com/cxworks etc.) where relevant help is available. 6. The licensing is very flexible. 7. There are many deployment options e.g. on-premise, on SAP cloud infrastructure, on a public cloud infrastructure.

Cons
1. The CMS and personalization still have some room for improvement. 2. SAP needs to campaign for SAP Hybris as AWS does for its cloud. After having worked with many different eCommerce platforms (including the top three), I can say that it is the best platform. Yet, because of the lack of proper campaign many customers, are not aware of its strengths and the array of features.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Anonymous

One of the best commerce platform out there

Used daily for 2+ years
Reviewed 2019-12-30
Review Source: Capterra

I have found SAP hybris a complete package with all the relevant features required in any e-commerce application. A lot of third party integrations has made it more usable and integrated with other systems. It also has presence on SAP cloud. So, overall its a good product.

Pros
1. It provides e-commerce functionality to the businesses, which helps in direct selling of the products from the producer to the consumer. 2. It provides almost all the e-commerce functionalities, and a lot of third party integrations for media(images, videos, etc.), tax calculations, payment providers, and a lot more already out-of-the-box. The product also has ample space to expand and customize the existing platform as well as per the business requirements. 3. After the acquisition of SAP, the product has been changed to make it adaptable to SAP environment. SAP has provided a lot of integration channels to integrate it with other SAP products, for example, SAP Revenue, Billing, Marketing, Sales and Service to name a few. As a result, it helps in overall revenue generation of the businesses. 4. The product has been extended into major industries apart from only retail. 5. There is a lot of improvement going on with every release and the product is always up-to-date with the latest changes in programming languages and in incorporating other new technologies.

Cons
1. There are still a lot of legacy bugs that needs to be fixed even in the core platform and commerce modules. 2. A lot of common functionalities are still not being provided and need to be implemented by the solution providers in every project. Such common functionalities can be provided out of the box. One such feature could be GDPR especially used within the projects involving EU sites. 3. SAP needs to focus more on technical improvement of the project and not just on marketing aspects. 4. SAP needs to publish a common set of steps publicly for the partners providing the solutions, starting from the setup of the project until the go-live of the project to avoid delays and to build better customer reputation.

Rating breakdown

Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Aneesh Biswas

An end to end solution with seamless integration capabilities

Reviewed 2015-06-19
Review Source: Software Advice

Pros
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.

Cons
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.

Rating breakdown

Ease of use
Features
Customer support

Likelihood to recommend: 9/10

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Scott McCusker

Inventory management at its best

Used daily for 2+ years
Reviewed 2020-07-31
Review Source: Capterra

Pros
Once you have the correct access and TCodes SAP is a powerful beast. I use SAP daily to keep an eye on inventory locations and my team is able to refurbish service equipment using SAPs processes as well keep their time and materials used for said work.

Cons
SAP isn't the prettiest software as I know that might sway someone one way or the other but if you are looking for a powerful tool then it is the industry leader. It is also very clicky and the learning curve to the software is a long one but once you do your tasks a few times you won't need your notes much.

Rating breakdown

Ease of use
Features

Likelihood to recommend: 10/10

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Iván Briceño

Description of SAP CCS CRM

Used daily for 2+ years
Reviewed 2020-01-14
Review Source: GetApp

SAP CCS (CRM) It is the most complete platform in the market. It adapts easily (implementation) to the cases of the electricity industry (which is my experience), from the commercial area, customer service and its perfect connection with the MM material modules and sales and distribution SD, ... FI ... I enter others. The workflow is really his strength."

Pros
The way it leads from real life to the workflow. The integration of activities and their implications in real time with the areas through the ERP. Speed as you can adapt, improve and learn on the go.

Cons
Nothing. I should only indicate that the possible failures are in the training. They must ensure that SAP teachers have knowledge of field and SAP technology. When this happens everything is really excellent

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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SAP CRM pricing

Pricing options
Subscription
View Pricing Plans

The solution is offered on a subscription payment model and varies depending on your requirements.

SAP offers small business pricing options.

SAP CRM features

API (448 other apps)
Activity Dashboard (288 other apps)
Activity Tracking (199 other apps)
Automatic Notifications (240 other apps)
Calendar Management (208 other apps)
Contact Management (164 other apps)
Custom Fields (165 other apps)
Customer Database (200 other apps)
Customizable Branding (250 other apps)
Customizable Reporting (188 other apps)
Customizable Templates (210 other apps)
Data Import/Export (225 other apps)
Electronic Payments (169 other apps)
Email Integration (222 other apps)
Real Time Data (155 other apps)
Reminders (209 other apps)
Reporting & Statistics (314 other apps)
Social Media Integration (200 other apps)
Surveys & Feedback (183 other apps)
Third Party Integration (294 other apps)

Security and privacy

Encryption

Encryption of sensitive data at rest
HTTPS for all pages

Access control

Multi-factor authentication options
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Videos and tutorials

Additional information for SAP CRM

Key features of SAP CRM

  • Marketing resource and brand management
  • Campaign management
  • Segmentation and list management
  • Real-time offer management
  • Loyalty management
  • E-marketing tools
  • Sales planning & forecasting
  • Dashboard customization
  • Sales performance monitoring
  • Pipeline view by stage
  • Sales pipeline tracking
  • Generate sales quotes
  • SAP ERP integration
  • Billing & invoicing
  • Business communication tools
  • Team goal monitoring
  • Real-time reporting & analytics
  • Actionable insights
  • Driving directions widget
  • Pipeline location filter
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Benefits

Marketing: Get valuable insights on customer interactions and marketing activities to refine marketing campaigns.

Sales: Use the sales planning and forecasting tools to ensure teams are inline with goals. Manage teams across territories, and see their real-time performance.

Services: The app supports customer service teams, and service industry staff. Tools include field service management; warranty and claim management, service contract management, returns and depot repair, and more.

Partner Channel Management: You can use SAP CRM to manage partner relationships. Streamline processes for partner recruitment, communications, channel marketing and forecasting, partner order management, analytics and more.

Interaction Center: Manage and record all your client interactions across multiple channels, for both inbound and outbound communications. These tools support telemarketing, telesales, customer service, email response, and multifunctional shared service.