SAP CRM is a comprehensive, industry-specific client management solution with built-in sales automation, marketing automation, customer support, help desk and channel management capabilities. The solution offers a multi-deployment architecture that supports both on-premise installation and cloud hosting.
SAP CRM is a modular solution, comprising of multiple integrated modules. The sales module helps companies to acquire and retain new business and manage the sales pipeline. The marketing module is designed to develop, execute and manage effective marketing campaigns, and to score and nurture leads. The service module aids companies in improving client satisfaction and retention rates. Other modules include channel management, interaction center, web channel, and business communications management. SAP uses big data technologies to generate business-relevant insights from marketing, commerce, customer service and sales data.
SAP offers omni-channel customer support through its global reps via phone and email. Users can also explore exhaustive SAP knowledge base to learn more about to the solution.
Iván B. Especialidad: Marketing y publicidad Número de empleados: 2-10 empleados
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."
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.
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
Felipe P. Especialidad: Telecomunicaciones Número de empleados: 5001-10,000 empleados
We use the software to control and manage activities and services. receipt of material, travel management control of managers, presentation of accounting documents. It is the most used software in the company.
the management of all services under sap's care. Basically we have access from the logistics, delivery and receipt of suppliers, from the accounting and financial of these contracts. All delivered competently by the system.
Code-based transactions slow the system down at times, and the interfaces to sap-powered systems are also bad.
Raphael S. Especialidad: Servicios financieros Número de empleados: 13-50 empleados
Overall i like this product, but i often encounter the bugs i spoke about previously. I would still recommend however as it works effectively and is very easy to use.
This tool is great for organizing and storing data. We use it to store all of our clients information and data, and it works very effectively.
However, it sometimes bugs. When we change certain info and click save, sometimes the information is not always updated.
Aneesh B. Especialidad: Comercio minorista
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.
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.
Understanding the enterprise's requirement is a the key for evaluating any ERP based software. Various web based journals are available , most common one being SAP SCN (SAP's official community network),to understand what SAP CRM can and cannot deliver. Always compare it with other vendors in the same field. Enhancements and customization are costly in SAP CRM so understanding what a SAP CRM out of the box solution can deliver is very important. SAP Best Practices are industry proven but that does not mean that it would best suite your business needs in long term. So , it is very important to evaluate how much business process change is your organization willing to do to bring in SAP CRM in your environment.
Jose antonio M. Especialidad: Telecomunicaciones Número de empleados: 201-500 empleados
We use this product in our daily task to manage our customer's accounts, we can update, close and archive account, we love this because is really straightforward. You can track all the information provided by doing some adjustments.
Price, overall it's expensive, so I recommend to keep an eye on the licenses and also keep in mind this as part of the yearly budget.