SAP Customer Experience Features

SAP Customer Experience

Enterprise CRM software

4.18/5 (201 reviews)

Competitor Feature Comparison

API
Access Controls/Permissions
Accounting Integration
Activity Dashboard
Activity Tracking
Ad hoc Reporting
Appointment Management
Appointment Scheduling
Approval Process Control
Auto-Dialer
Budgeting/Forecasting
Business Process Control
Buyer Management
Calendar/Reminder System
Call Center Management
Call Management
Call Recording
Campaign Management
Campaign Planning
Cataloging/Categorization
Channel Management
Claims Management
Client Tracking
Client/Property Matching
Collaboration Tools
Commenting/Notes
Configurable Workflow
Contact Database
Contact Management
Content Delivery
Content Management
Contract/License Management
Conversion Rate Optimization
Conversion Tracking
Correlation Analysis
Customer Database
Customer History
Customer Service Analytics
Customer Support
Customer Surveys
Customizable Fields
Dashboard
Dashboard Creation
Data Capture and Transfer
Data Import/Export
Data Visualization
Document Management
Document Storage
Drag & Drop
Email Management
Email Marketing
Email Response Control
Email Templates
Email Tracking
Engagement Tracking
Exception Reporting
FAQ
Field Sales Management
For AEC Industry
For Sales Teams/Organizations
Forecasting
Goal Management
Graphical Data Presentation
Historical Reporting
Inbox Management
Interaction Tracking
Internal Chat Integration
Inventory Management
Knowledge Management
Landing Pages/Web Forms
Lead Capture
Lead Distribution
Lead Generation
Lead Management
Lead Nurturing
Lead Qualification
Lead Segmentation
List Management
Live Chat
Marketing Automation
Meeting Management
Microsoft Outlook Integration
Mobile Access
Modeling & Simulation
Multi-Campaign
Multi-Channel Marketing
Multi-Currency
Opportunity Management
Order Management
Partner Management
Performance Management
Performance Metrics
Pipeline Management
Pipeline Reports
Predictive Analytics
Product Catalog
Project Management
Proposal Generation
Proposal Management
Prospecting Tools
Purchase Order Management
Quotes/Estimates
Real Time Notifications
Referral Tracking
Reminders
Reporting & Statistics
Reporting/Analytics
Request Escalation
Sales Approval
Sales Forecasting
Sales Pipeline Management
Sales Reports
Scheduling
Search/Filter
Segmentation
Self Service Portal
Social Media Integration
Source Tracking
Statistical Analysis
Survey/Poll Management
Task Management
Task Progress Tracking
Territory Management
Third Party Integrations
Training Management
Warranty Tracking
Web-based Deployment
Workflow Management
XML / RSS
Learn moreCompare App
API
Access Controls/Permissions
Accounting Integration
Activity Dashboard
Activity Tracking
Ad hoc Reporting
Appointment Management
Appointment Scheduling
Approval Process Control
Auto-Dialer
Budgeting/Forecasting
Business Process Control
Buyer Management
Calendar/Reminder System
Call Center Management
Call Management
Call Recording
Campaign Management
Campaign Planning
Cataloging/Categorization
Channel Management
Claims Management
Client Tracking
Client/Property Matching
Collaboration Tools
Commenting/Notes
Configurable Workflow
Contact Database
Contact Management
Content Delivery
Content Management
Contract/License Management
Conversion Rate Optimization
Conversion Tracking
Correlation Analysis
Customer Database
Customer History
Customer Service Analytics
Customer Support
Customer Surveys
Customizable Fields
Dashboard
Dashboard Creation
Data Capture and Transfer
Data Import/Export
Data Visualization
Document Management
Document Storage
Drag & Drop
Email Management
Email Marketing
Email Response Control
Email Templates
Email Tracking
Engagement Tracking
Exception Reporting
FAQ
Field Sales Management
For AEC Industry
For Sales Teams/Organizations
Forecasting
Goal Management
Graphical Data Presentation
Historical Reporting
Inbox Management
Interaction Tracking
Internal Chat Integration
Inventory Management
Knowledge Management
Landing Pages/Web Forms
Lead Capture
Lead Distribution
Lead Generation
Lead Management
Lead Nurturing
Lead Qualification
Lead Segmentation
List Management
Live Chat
Marketing Automation
Meeting Management
Microsoft Outlook Integration
Mobile Access
Modeling & Simulation
Multi-Campaign
Multi-Channel Marketing
Multi-Currency
Opportunity Management
Order Management
Partner Management
Performance Management
Performance Metrics
Pipeline Management
Pipeline Reports
Predictive Analytics
Product Catalog
Project Management
Proposal Generation
Proposal Management
Prospecting Tools
Purchase Order Management
Quotes/Estimates
Real Time Notifications
Referral Tracking
Reminders
Reporting & Statistics
Reporting/Analytics
Request Escalation
Sales Approval
Sales Forecasting
Sales Pipeline Management
Sales Reports
Scheduling
Search/Filter
Segmentation
Self Service Portal
Social Media Integration
Source Tracking
Statistical Analysis
Survey/Poll Management
Task Management
Task Progress Tracking
Territory Management
Third Party Integrations
Training Management
Warranty Tracking
Web-based Deployment
Workflow Management
XML / RSS
Visit WebsiteCompare App
API
Access Controls/Permissions
Accounting Integration
Activity Dashboard
Activity Tracking
Ad hoc Reporting
Appointment Management
Appointment Scheduling
Approval Process Control
Auto-Dialer
Budgeting/Forecasting
Business Process Control
Buyer Management
Calendar/Reminder System
Call Center Management
Call Management
Call Recording
Campaign Management
Campaign Planning
Cataloging/Categorization
Channel Management
Claims Management
Client Tracking
Client/Property Matching
Collaboration Tools
Commenting/Notes
Configurable Workflow
Contact Database
Contact Management
Content Delivery
Content Management
Contract/License Management
Conversion Rate Optimization
Conversion Tracking
Correlation Analysis
Customer Database
Customer History
Customer Service Analytics
Customer Support
Customer Surveys
Customizable Fields
Dashboard
Dashboard Creation
Data Capture and Transfer
Data Import/Export
Data Visualization
Document Management
Document Storage
Drag & Drop
Email Management
Email Marketing
Email Response Control
Email Templates
Email Tracking
Engagement Tracking
Exception Reporting
FAQ
Field Sales Management
For AEC Industry
For Sales Teams/Organizations
Forecasting
Goal Management
Graphical Data Presentation
Historical Reporting
Inbox Management
Interaction Tracking
Internal Chat Integration
Inventory Management
Knowledge Management
Landing Pages/Web Forms
Lead Capture
Lead Distribution
Lead Generation
Lead Management
Lead Nurturing
Lead Qualification
Lead Segmentation
List Management
Live Chat
Marketing Automation
Meeting Management
Microsoft Outlook Integration
Mobile Access
Modeling & Simulation
Multi-Campaign
Multi-Channel Marketing
Multi-Currency
Opportunity Management
Order Management
Partner Management
Performance Management
Performance Metrics
Pipeline Management
Pipeline Reports
Predictive Analytics
Product Catalog
Project Management
Proposal Generation
Proposal Management
Prospecting Tools
Purchase Order Management
Quotes/Estimates
Real Time Notifications
Referral Tracking
Reminders
Reporting & Statistics
Reporting/Analytics
Request Escalation
Sales Approval
Sales Forecasting
Sales Pipeline Management
Sales Reports
Scheduling
Search/Filter
Segmentation
Self Service Portal
Social Media Integration
Source Tracking
Statistical Analysis
Survey/Poll Management
Task Management
Task Progress Tracking
Territory Management
Third Party Integrations
Training Management
Warranty Tracking
Web-based Deployment
Workflow Management
XML / RSS
Visit WebsiteCompare App

SAP Customer Experience Feature Reviews

25 reviewers had the following to say about SAP Customer Experience's features:

Maria S.

It is easy to use and, most importantly, easy to put into operation.

2018-05-09

SAP I have used for administrative purposes and marketing, as it is a small company it has been easy to include the portfolio of clients for their management.

Pros

It is a very good option for sales and marketing teams because of its easy handling, data management is within the cloud and can be configured quickly without having a large incorporation process.

Cons

It lacks the ability to integrate with third-party applications, which can be a significant weakness since it works with the cloud.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Occasionally

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Alexis E.

SAP CRM

2018-07-19

Highly suggest SAP CRM in the worplace.

Pros

Agents, customers, and management all love SAP CRM.

Cons

Takes time to learn the system, just like any other program, once learned though can be used to your advantage.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Software Advice
Helpful?   Yes   No
Read more
Prabhjyot S.

It has been great experience with SAP CRM. It's a cost effective and easy to use with high quality.

2017-07-18

It provides information which leads an insight into action, & maintains focus on productive activity. Thus, SAP CRM Sales helps the sales force of your business to secure customers, and then to develop and maintain beneficial relationship with them.

Pros

SAP Business Suite is based on SAP NetWeaver .NetWeaver provides the development and runtime environment for SAP applications and is used for the custom development and integration with other applications and systems.

Cons

CRM stands for Customer Relationship Management and is a set of methodologies and tools that helps to manage customer relationship in an organized way but the only thing is that it also helps to achieve 'Single face to customer', which means the customer will not get regular & actual information independent of channel through which the he or she is contacting your company.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Occasionally

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
( company, 1001-5000 employees)

Data Collection

2018-05-18

Pros

Report generation is easy and so is the data entry in the CRM

Cons

Slows down when too much or a longer duration of data is being process from CRM. cannot access anything else if a process is running in the background

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Monthly

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
FINNY SUNDEEP D.

Client worried abt SAP Social CRM Services, But we made him Confident!

2015-11-30

Pros

The concept of ECC & CRM workflows are well nurture than the previous versions.

Cons

Queue Management in SAP CRM & ECC was manual push.

Rating breakdown

Ease of use
Features

Time used: 2+ years

Likelihood to recommend

9/10

Recommendations to others considering SAP Customer Experience

SAP WEB UI performance should be like the MS.Net pages where MS .Net is Good too and its lighter. The Concept of business object layer (BOL) and the generic interaction layer (GenIL) has to be fine tuned its not easy when compared with .Net / Share Point features.

Source: Software Advice
Helpful?   Yes   No
Read more
Krunal R.

An application that best suits external portal and UI users

2015-04-10

Pros

- SAP CRM provides user flexibility with sales, service module and also external consumers (3rd party vendors)

Cons

I would say the user experience for SAP CRM Web UI in terms of usability and acceptance is not that great (user friendly), it's a bit complex at times.

Rating breakdown

Ease of use
Features
Customer support

Time used: 2+ years

Likelihood to recommend

9/10

Recommendations to others considering SAP Customer Experience

I would let's look at the brighter side of this product - in terms of it's scalablity, once the user is familiar with the product and it's complexity - the results and output provided are far better than any other products out there.

Source: Software Advice
Helpful?   Yes   No
Read more
Felipe P.

Complete CRM, needed for all media and large business

2019-11-13

We use the software to control and manage activities and services. receipt of material, travel management control of managers, presentation of accounting documents.

Pros

the management of all services under sap's care.

Cons

Code-based transactions slow the system down at times, and the interfaces to sap-powered systems are also bad.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Oscar M.

I think it is a great integrated tool, to manage all the processes of a company

2018-05-21

Allow me to know a tool that is in all markets and large companies, as well as simplify the processes

Pros

It allows you to order and manage all the processes in a simple way, as well as being able to generate the different reports to know in detail the statistics of the different resources available to the company

Cons

When all the systems of a company are not based on SAP, the development of the interfaces to integrate the data that works in both environments becomes very complex.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Weekly

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Manuel Antonio T.

The leader and innovator of CRM software.

2018-08-27

Pros

SAP provides a plethora of integrations between several first and third party programs that allows you to consolidate every bit of information when it comes to Data mining.

Cons

Some integrations between SAP and other a first party and third party programs requires a very technical approach.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Occasionally

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Alessandro P.

Very nice integrated software!

2018-08-08

Pros

It will help you to integrate customer relationship management.

Cons

Need IT guy or department, requires maintenance, training to personal to understand the software and input the right data.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Occasionally

Likelihood to recommend

10/10
Source: Software Advice
Helpful?   Yes   No
Read more
FATMA G.

Critical CRM Management for Sales

2020-09-24

Especially salesmen have ability to seek right potential in CRM data and get benefits from it.

Pros

CRM is the critical tool for sales force which we were manually following back then.

Cons

Now i have actually switched the module but i think the mobile version should be more usable' since sales force has not always laptop with them.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Occasionally

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Kyle M.

SAP Review

2019-10-04

My experience has been excellent and has resulted in more efficiency within my group.

Pros

The exporting and reporting tools were excellent in determining my teams trends and overall performance.

Cons

Subtle differences between CRM and other SAP products can result in a user running into minor problems when doing uploads into the system.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Information Services company, 201-500 employees)

Too much for too little

2019-04-09

A normal CRM with standard functionality, considering that in 2019 there are less noble platforms, much more performing and definitely less expensive.

Pros

I used this CRM for 2 years because the company I was working on had implemented it as a partner.

Cons

Quite closed system, difficult to integrate with third-party systems.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

2/10
Source: Capterra
Helpful?   Yes   No
Read more
Satyadev S.

Great tool for surveys!

2016-12-13

It is very easy to create complex surveys which look User-friendly.

Rating breakdown

Value for money
Ease of use
Features
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
( company, 1001-5000 employees)

SAP CRM Review

2018-07-03

Pros

It can monitor all pre-sales activities like marketing campaigns.

Cons

The thing I don't like is the duplication of master data in CRM and SAP ERP which often causes inconsistencies.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Weekly

Source: Capterra
Helpful?   Yes   No
Read more
Rafael P.

SAP - CRM

2018-07-05

Pros

SAP - CRM is a very extensive tool and has virtually unlimited possibilities.

Cons

It is not intuitive and easy to use.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Software Advice
Helpful?   Yes   No
Read more
Anonymous
(Information Technology and Services company, 11-50 employees)

One of the best commerce platform out there

2019-12-30

A lot of third party integrations has made it more usable and integrated with other systems.

Pros

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.

Cons

SAP needs to focus more on technical improvement of the project and not just on marketing aspects. 4.

Rating breakdown

Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Michael B.

They are big for a reason - it's a functional and dependable system

2018-04-19

You need to really understand the relationships of SAP before you start working in it, but even teaching database novices how to use SAP CRM is a pieces of cake for repetitious tasks.

Pros

The web interface is clean and easy to navigate.

Cons

Lots of clicking to get through multiple contracts, which can end up taking more time than actual analysis of the data.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Software Advice
Helpful?   Yes   No
Read more
Dipesh P.

Best CRM tool with vast features

2018-05-17

Pros

In SAP CRM, there are various modules like Service, Sales, Marketing etc.

Cons

SAP CRM has WebUI, which is difficult to customize but easy to configure.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Software Advice
Helpful?   Yes   No
Read more
Anonymous
A verified reviewer

Allows access to information in real time along the sales pipeline, and act faster

2018-03-27

This implementation option with extensive functionalities and security, supports all your sales, service and marketing activities.

Pros

The on-premise software provides employees with strategic information for their clients and fluid CRM processes so that they can provide coherent and personalized customer experiences at all points of contact.

Cons

Like all software, you must have specific operating systems to perform the installation. This could increase acquisition costs.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Weekly

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
PURNENDU D.

SAP Best for More than 1 Cr Telecom customers..

2019-04-25

Ease of Doing Invoice, exporting reports in excel.

Pros

Exporting reports, inventory and invoicing.

Cons

nothing.. As end user all issues were taken care of by Head Quarters.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Bryan M.

Great features and multiple options, but a bit of a learning curve

2017-09-13

Great survey software.

Pros

Survey emails are easy for people to complete and has a simple interface.

Cons

Limited types of questions and interfaces in the surveys. Can be difficult to customize the appearance of the survey and to learn how to structure the questions to properly capture the data in Salesforce.

Rating breakdown

Ease of use
Features

Time used: Less than 6 months

Frequency of use: Monthly

Likelihood to recommend

8/10
Source: Software Advice
Helpful?   Yes   No
Read more
Nam R.

SAP CRM review

2016-10-06

Integration and analytics. works well for enterprise client.

Rating breakdown

Value for money
Ease of use
Features
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Sandy R.

SAP Review - Wacker Neuson

2015-04-23

Pros

SAP continues to develop cutting edge applications and working on a customer friendly user interface. They offer a full product line so a company is able to leverage integration to all aspects of their back office.

Cons

Prior to the Cloud offerings, the UI for CRM was clunky and not user friendly.

Rating breakdown

Ease of use
Features
Customer support

Time used: 2+ years

Likelihood to recommend

10/10

Recommendations to others considering SAP Customer Experience

Integration should always be a top priority when evaluating software like CRM. You need to understand if all you want is a stand alone Sales tool, or a fully integrated system that provides the visibility into a 360 degree view of your customers. It is also very important to evaluate the pain points of the users to understand if the standard functionality will provide the benefits you really need.

Source: Software Advice
Helpful?   Yes   No
Read more
Jonelene V.

Great Help

2018-05-08

Pros

SAP - CRM is a great help on our sales and marketing department.

Cons

Like other SAP software, CRM cost a lot.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Software Advice
Helpful?   Yes   No
Read more