SAP CRM Review (2024): Pricing, Features, and More

SAP Customer Relationship Management (CRM) and Customer Experience (CX) products are key components of SAP Business Suite and work to deliver engaging e-commerce experiences through automated campaigns and integrated sales processes. SAP offers CRM software and CX software within the Sales Cloud solution.

As an analytical and operational CRM software, SAP offers a solution that incorporates artificial intelligence to gain insights and automate sales. SAP’s entire product portfolio is modern and cloud-native for a unified customer view and optimized mobile selling.

SAP CRM Pricing

SAP offers individual pricing for each of its products and solutions. Some product prices are not disclosed without first requesting a demo and reaching out to the SAP team. That is the case for SAP Sales Cloud, SAP CRM, and CX products. I recommend reaching out to SAP for a product demo and introductory call to learn more about their pricing.

Key Features of SAP CRM

Digital sales tools

Omnichannel engagement is a digital interaction that helps reps improve transaction speed and build brand awareness. This means your business can engage with prospects and customers across many digital channels more effectively than ever before.

SAP prioritizes user experience by including the ability to capture notes, collaborate with colleagues, schedule meetings, and explore analytics on desktop or mobile devices. This way, businesses can create dynamic sales journeys that take advantage of a large online customer base.

Sales analysis

SAP Sales Cloud users can receive comprehensive views of each rep’s actions, schedules, performance, and achievements. In addition to account insights, KPIs can be accessed to support decisions with real-time data.

All analytics are interactive, meaning reports and dashboards can be shared across departments revealing sales metrics such as business forecasts.

Sales automation

Implementing automations in a CRM and CX tool can increase efficiency and drive revenue. Within the unified SAP platform, users can leverage insights to win more business with connected lead, opportunity, forecast, ERP, and service processes.

Interaction-based automations eliminate manual tasks like capturing interactions, tracking, and even creating call scripts. Businesses can use these automations to scale their business and meet increased demand from potential customers.

Mobile application and access

SAP Mobile Start is the native entry point to the SAP mobile experience across Apple iOS and Android phones, tablets, wearables, and Apple Vision Pro. Through the mobile app, users can access all enterprise applications, processes, and workflows, wherever they are.

The mobile app's user experience and user interface include simple navigation, push notifications, convenient alerts, and search. The app can be used to track business needs such as spend, supply chain, and human capital management.

Advantages of SAP CRM

• Provides detailed product demonstrations.
• Users praise the community's knowledge sharing and resources.
• Offers robust integrations.

Disadvantages of SAP CRM

• Users report complex UX/UI.
• There is no upfront pricing information for SAP Sales Cloud.
• Users report that the functionality of the mobile app is limited.

Alternatives to SAP CRM

HubSpot

HubSpot is another vendor that offers a full suite of business products and solutions. Like SAP, HubSpot offers marketing, sales, and ongoing support products. Compared to SAP CRM, HubSpot is a top-rated free CRM vendor that supports extensive scalability for SMBs and large enterprises. HubSpot offers a solid starter suite with basic sales CRM features at no cost.

To learn more about this provider, read our HubSpot review.

Pipe unit

Pipedrive is an intuitive CRM software that allows users to track sales pipelines, manage leads, and automate processes from a single dashboard. It also offers an email marketing product and is rolling out AI features in beta. Compared to SAP CRM, Pipedrive can also be tailored to a variety of industries. For example, Pipedrive offers specific solutions for real estate, non-profits, government, and retail.

For more information, check out our Pipedrive review.

Creation

Creatio is a no-code platform that offers advanced automations and customizations within a simple CRM tool. Creatio is a great tool for small businesses as it offers unlimited customization and product pricing compared to platform-based. While Creatio offers a variety of platforms and support subscriptions, SAP CRM is a much more scalable provider in comparison.

Methodology

To analyze SAP CRM and its solutions, I used an internal rubric with defined criteria that take into account the most important considerations when evaluating general CRM vendors and business benefits. I compared SAP CRM to industry standards based on SAP online resources, community forums, and feedback from real users. All of this helped me identify standout features and ideal use cases for the software.

Below is the exact breakdown of the criteria I used to review SAP CRM:

• Cost: Weighted 25% of the total score.
• Main features: Weighted 25% of the total score.
• Customizations: Weighted 15% of the total score.
• Integrations: Weighted 15% of the total score.
• Ease of use: Weighted 10% of the total score.
• Customer Service: Weighted 10% of the total score.