User Reviews Overview

About SAP Customer Experience

SAP - CRM is a cloud-based customer relationship management solution that helps small and mid-size businesses manage communication and interactions with existing and potential customers. It helps businesses to manage the sales...

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Feature ratings

Value for Money
4
Features
4
Ease of Use
4
Customer Support
4

Browse SAP Customer Experience Reviews

204 of 203 reviews
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Aneesh B. Aneesh B.
  • Industry: Retail
  • Review Source
Value for Money
N/A
Features
3.5
Ease of Use
4
Customer Support
3.5

3.5
Reviewed on 19/06/2015

An end to end solution with seamless integration capabilities

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.

Verified Reviewer
  • Industry: Information Technology & Services
  • Company size: 11-50 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
N/A
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 30/12/2019

One of the best commerce platform out there

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.

Krunal R. Krunal R.
  • Industry: Management Consulting
  • Review Source
Value for Money
N/A
Features
4
Ease of Use
2.5
Customer Support
4.5

4
Reviewed on 10/04/2015

An application that best suits external portal and UI users

Pros

I have worked on SAP CRM version 5* and 7* as a SAP Security Administrator and following are my observations -

- Customer relationship management (CRM) focuses on the retention of customers by collecting data from all customer interactions with a company from all access points.

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

- It is easily integrated with various SAP and non-SAP products like Identity management (IDM), 3rd party tools and ECC system

- User access and administration is controlled through business roles maintained in SAP CRM system

- Configuration required for running the various models (sales, consumer, etc) is maintained in ABAP backend in SPRO

- Also, it is rated very high in terms of its Scalability and real time analysis and monitoring of Sales (provides a holistic view as needed)

- Web UI (User Interface) helps user to enable & utilize business functionality extensively at one single point of source through replication process of business partners

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.
Also, the cost of installation, product keys, maintenance, operational cost is high

But, SAP CRM 7* versions have much better usability and has improved a lot from it's previous pre-predecessors.

Top SAP Customer Experience Alternatives

Salesforce B2C Commerce

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Adobe Commerce

Chris M. Chris M.
  • Industry: Mechanical or Industrial Engineering
  • Company size: 501-1,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
N/A
Features
4
Ease of Use
3
Customer Support
N/A

5
Reviewed on 24/10/2018

SAP CRM powerful tool, but huge.

Overall it is excellent to track customer concerns, questions, orders and contacts. It's just minor things like the time it takes to complete a task, and you have to search very specifically or you will get a lot of hits, or no hits at all.

Pros

SAP CRM is very useful for maintaining notes on customer issues, orders, etc. It will link directly with SAP, and now you can pull actual specs from SAP right in CRM. It makes customer interaction easier with 'tickets' if multiple people have to interact with a customer.

Cons

CRM can be doggedly slow. It is a huge amount of information that it has to chug through, so it takes some time. Be careful not to hit the 'back' button at the top of the browser page like you usually do, or you may anger it. You have to click the tiny back button in CRM itself. The auto log out if you haven't used it for about an hour is kind of annoying.

Chris R. Chris R.
  • Industry: Electrical/Electronic Manufacturing
  • Company size: 5,001-10,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
4
Ease of Use
2
Customer Support
N/A

5
Reviewed on 2/10/2018

SAP CRM Powerfull tool, can be difficult

Overall it is a very powerful tool, I just wish it was a little faster to respond and save.

Pros

I like that the CRM links directly to SAP and can dig out information directly. As long as information is loaded in SAP, it is in CRM

Cons

It can be PAINFULLY slow. I understand that there is a huge amount of data, but it would make life easier if it didn't have to chug through the data. Simply entering 1 ticket can double the time it should take as CRM loads/saves..

Prashant R. Prashant R.
  • Industry: Information Technology & Services
  • Company size: 5,001-10,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 25/11/2019

SAP hybris

I have been using SAP Hybrid for the past 8 years and would say it's the recommended framework for the current E-Commerce.

Pros

Ease of building the e-commerce applications using out of the box accelerator functionality.
Dynamic building of promotions which helps non-technical person to build variety of promotions.

Cons

I find SAP hybris documentation is not unto the mark which makes new people quiet difficult to learn SAP hybris.

Verified Reviewer
  • Industry: Accounting
  • Company size: 1,001-5,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 9/09/2018

Convenient and accessible

Pros

Its allows you to process cash transaction in real-time. It provides the ease of tracking volume of transaction on a day to day basis. In addition, it aids the audit of possible theft and fraud transaction.

Cons

The license for the system is very costly. Also, one person at a time can use it. Multiple usage is not possible so you have to wait for the other user for you to proceed with your transaction.

Sandy R. Sandy R.
  • Industry: Electrical/Electronic Manufacturing
  • Review Source
Value for Money
N/A
Features
4.5
Ease of Use
4.5
Customer Support
3.5

4.5
Reviewed on 23/04/2015

SAP Review - Wacker Neuson

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. They are introducing enhancements very quickly now based on actual user requests.

Cons

Prior to the Cloud offerings, the UI for CRM was clunky and not user friendly. Many times when questioning how something works because it doesn't work as a user would expect they would answer "it is working as designed".

Prabhjyot S. Prabhjyot S.
  • Industry: Legal Services
  • Company size: 201-500 Employees
  • Used for 6-12 months
  • Review Source
Value for Money
4
Features
4
Ease of Use
5
Customer Support
5

4
Reviewed on 18/07/2017

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

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.
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.
Thus, SAP CRM Sales have a lot of features like dedicated interactions, seamless integration, insightful information, always accessible, and is user-friendly.

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.

Reshma K. Reshma K.
  • Industry: Real Estate
  • Company size: 51-200 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
N/A
Features
4
Ease of Use
4
Customer Support
N/A

5
Reviewed on 6/08/2019

Daily workbook

It makes work simpler and easy to understand.

Pros

You will get the daily report, interest sheet and other related reports easily, which makes work simpler.

Cons

Finds difficulty to pullout the report if the concerned department has not done the entries properly.

Reggie A. Reggie A.
  • Industry: Telecommunications
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 10/05/2018

One of the best user-friendly software! A lot of versions for tailoring to your needs! Great...

Pros

What I like most about this software is the ease of use. Even on others versions! The colors, the presentation and more!

Cons

It is hard to say what I like least. For I am now thinking of what can be said. This means, I had a great experience!

Katherine R. Katherine R.
  • Industry: Telecommunications
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
N/A
Features
5
Ease of Use
5
Customer Support
N/A

5
Reviewed on 9/10/2019

Perfect for costumer service

Love it

Pros

It is so easy to use, and has so many options, the interaction with the clients are everything and this software its perfect for that

Cons

Nothing I totally love it, perfect for any customer service

Raoul R. Raoul R.
  • Industry: Insurance
  • Company size: 501-1,000 Employees
  • Used Weekly for 1+ year
  • Review Source
Value for Money
4
Features
4
Ease of Use
3
Customer Support
4

4
Reviewed on 4/04/2018

A complicated program but the best system we have.

I would not be able to do my job without the ability to write purchase orders quickly and efficiently. There is also the benefit of being able to look up everything in the system. It can give you a broader view of what kind of purchase your whole group or even entire company is making.

Pros

I like that once you learn the program it gets easier to use over time. Mostly the reporting and the purchase order creation are the features that I use; they were fairly complicated to learn but now that I have used the product I can get both tasks done very quickly.

Cons

It was very hard to learn and most people are scared by it. I think because it reminds people of how old computer programs used to work, having to put in commands, etc.

Finny sundeep D. Finny sundeep D.
  • Industry: Computer Software
  • Review Source
Value for Money
N/A
Features
4
Ease of Use
3.5
Customer Support
N/A

3.5
Reviewed on 30/11/2015

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

Pros

The concept of ECC & CRM workflows are well nurture than the previous versions.
we reduced time on building code, testing, defect fixing etc.. The use of Service Management - SLAs are fantastic and We got a clean report what client was requesting us with help of minimal code.

Cons

Queue Management in SAP CRM & ECC was manual push. There's no alternative solutions.

Lauren H. Lauren H.
  • Industry: Health, Wellness & Fitness
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
N/A
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 16/08/2018

Easy to use

Pros

this is easy to use platform for payment processing

Cons

Its pretty static in what you can do depending on your access levels

Tushar P. Tushar P.
  • Industry: Oil & Energy
  • Company size: 5,001-10,000 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Features
4
Ease of Use
4
Customer Support
5

5
Reviewed on 21/10/2018

The most advisable Customer Resource Management Software

Very good

Pros

The ease of implementation and integration with the other existing software makes it easier for industries to accept this software

Cons

The GUI is based on transaction codes which makes it the ledger of time for the end users to get hold on this software

Valentina G. Valentina G.
  • Used Daily for 6-12 months
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 6/04/2018

I think it's great

Pros

I think it's great how SAP CRM takes care of its clients in an exceptional way and as it stands out in the management of customer relations, it certainly knows how to build a good relationship and keep its customers happy, excellent services and very versatile. , I am satisfied with what I achieved.

Cons

I really do not have any complaints about SAP CRM, only excellent reviews, I will not hesitate to return.

Rashmi S. Rashmi S.
  • Industry: Computer Software
  • Review Source
Value for Money
N/A
Features
4
Ease of Use
3.5
Customer Support
3.5

4
Reviewed on 6/07/2015

Customer friendly

Pros

The SAP CRM product is a more user friendly and customer friendly product. Almost all kind of interaction for your business purpose the product is ready to use. The vendor provides almost all the time the new releases which incorporates new features in the products and help customers.

Cons

Not all the items or features of SAP CRM can be customised.

Corey S. Corey S.
  • Industry: Computer Software
  • Company size: 51-200 Employees
  • Used Weekly for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
4
Customer Support
4

5
Reviewed on 8/08/2017

SAP allows us to input sales opportunities, create proposals and input critical sales/client...

Easy to make proposals, input client info, and export to other programs.

Pros

SAP tools give users ability to fully optimize the marketing initiatives. The customer engagement under this program is amazing, and it allows you to fully target and organize your crowd and SAP can be used in a number of ways as well. The software looks confusing to use at first but is actually pretty intuitive.

Verified Reviewer
  • Company size: 201-500 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
4
Features
5
Ease of Use
3
Customer Support
5

5
Reviewed on 25/06/2018

SAP is a very good and helpful program. This program has many functionalities.

Pros

SAP works very well in everyday work. This program is especially necessary to me for creating orders. It's nice that I can have a preview of all created orders.

Cons

This program is not easy to use. Knowing the functionality of this product requires a lot of time. However, this tool has many advantages.

Scotty S. Scotty S.
  • Industry: Machinery
  • Company size: 51-200 Employees
  • Used Weekly for 2+ years
  • Review Source
Value for Money
N/A
Features
5
Ease of Use
5
Customer Support
N/A

5
Reviewed on 26/11/2019

SAP - CRM

Pros

SAP is easy to use and very powerful software. The CRM package is very helpful to manage your inventory and supply chain. SAP is top notch software that can help take the burden off your daily inventory management.

Cons

The software is great, but it comes with a high price tag.

Jennifer S. Jennifer S.
  • Industry: Health, Wellness & Fitness
  • Company size: 501-1,000 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
4
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 8/08/2017

Construction Company Used this Software

They got it right

Pros

I felt like SAP is very modern and streamlined with a lot of intuitive locations for data, pricing, MATH (which helped me a lot)

Cons

The graphics and colors tended to be dull and sometimes the presentation felt overwhelming for me for the usage.

Tony C. Tony C.
  • Used Daily for 6-12 months
  • Review Source
Value for Money
4
Features
4
Ease of Use
4
Customer Support
4

4
Reviewed on 3/04/2018

Excellent and engaging support from SAP

Pros

SAP CRM fitted very well into our workflows from the outset. The SAP implementation team saved us many sleepless nights.

Cons

Frankly there is nothing much to dislike. SAP CRM does what it says on the tin. We are very happy with the service offering.

Mukesh M. Mukesh M.
  • Industry: Banking
  • Review Source
Value for Money
N/A
Features
4.5
Ease of Use
4.5
Customer Support
4.5

4.5
Reviewed on 10/08/2015

Mukesh' Review

Pros

I have been helping customers with this Product for almost 10 years now and I like the CRM Web UI and all other features which comes along with it.
I am currently helping ATB team to stabilize this product and automate things.

Cons

I like pretty much everything about this.
The maintainance is so expensive .

Verified Reviewer
  • Industry: Pharmaceuticals
  • Used Weekly for 1-5 months
  • Review Source
Value for Money
5
Features
5
Ease of Use
4
Customer Support
4

5
Reviewed on 27/03/2018

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

Understand and dazzle your customers in all channels, with SAP software for customer relationship management (CRM). This implementation option with extensive functionalities and security, supports all your sales, service and marketing activities. It can help you build loyalty, win more deals and give customers the assistance they need, when they need it.

Pros

This implementation option with extensive functionalities and security, supports all sales, service and marketing activities. It can help you build loyalty, win more deals and give customers the assistance they need, when they need it. Because it puts customers at the center of your business. 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.

204 reviews