SAP CRM vs Salesforce Sales Cloud vs Salesforce Service Cloud comparison

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Comparison Buyer's Guide
Executive Summary

We performed a comparison between Salesforce Sales Cloud, Salesforce Service Cloud, and SAP CRM based on real PeerSpot user reviews.

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To learn more, read our detailed CRM Report (Updated: March 2024).
765,234 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"It is a good platform that shows consolidation of information for our customer base.""There is a ton of information on the dashboard. Reports are also there for us. We can analyze information across the team and across a period, such as quarterly or annually.""The most valuable features of Salesforce Sales Cloud are ease of use. It is very simple for the sales team to use. You can integrate it with a lot of other systems.""The automation of Salesforce Sales Cloud makes the process very easier to focus on leads and converts them automatically to accounts, contacts, and opportunities.""The most valuable features are performance and integration.""On the high level, it's all about managing the clients, managing the opportunities around those clients, managing the tasks, calls, activities, all those things.""The development cost, maintenance cost, everything will be drastically reduced - unlike traditional infrastructure where we maintain everything on our own.""It is nice to have the install base information at your fingertips when you look up a company."

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"The strength lies in its ability to work cohesively with other systems, creating a centralized hub that enhances efficiency and collaboration across various functionalities within our organization.""The complexity of the solution is very less.""I don't have the specific details, but I'm aware that Salesforce is used for campaigns, decision-making processes, and order submissions. I'm currently in the learning phase and not familiar with all the details.""The plug-ins that work with other standard systems have made the product industry-ready.""The product's initial setup phase was straightforward.""The interface is quite user-friendly.""The most valuable feature of Salesforce Service Cloud is its ease of use.""We use Salesforce Service Cloud for lead management and opportunity management."

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"We are using the HANA Z database for CRM, which enhances the products we are currently using by making the system more efficient. Everything is connected to CRM, so we can use the data for analytics, sales forecasting, and data modeling.""The platform is highly scalable.""I have found the most valuable feature of the SAP CRM system is its ability to integrate with other modules. SAP CRM is all about integrating with other modules. For example, SuccessFactors is their learning management. This is one use case that SAP CRM themselves use. Their lead generation versus their sales from their educational services. You can instantly receive insight into how many leads have been generated and how much it turned into real business or revenue for them. I was told in one of the seminars that the data transfer from the lead generation to sales is only 24 hours in SAP CRM.""The most valuable feature for me is the flexibility to consolidate the products.""One of the main things is that the reports are very customizable. It is very easy and user-friendly to customize the reports the way the user wants. They can see the reports as per their expectations and change them accordingly.""SAP CRM is a scalable solution.""The features that are used most are the lead model and the opportunity model. We can create many different pipelines with many phases. These features improved our process in the States very well.""The solution's contract management and product hierarchy features of SAP CRM are the most beneficial for our business operations."

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Cons
"Sales Cloud could be improved with more training. In general, the training is very good, but you have to really seek out some good options in order to upskill yourself. Another thing, which could also be a benefit, is that Sales is very customizable. If you move from one organization to another, you can see your Salesforce as before, but their Sales Cloud may look completely different from what you're used to. It's not like Microsoft Excel or Trello, where the layout and all the functions are the same. Because it's so customizable, I feel like there is a bit of a learning curve when you inherit another Sales Cloud instance. To be honest, I think that's the beauty of Salesforce because you can customize it so much to fit your needs as a company. It follows your processes and use cases in order for you to get the most out of the system itself.""Salesforce is a powerful tool and you need specialists to create or to develop new functionalities. It is a difficult platform to learn to manage and you need years to know the whole product.""The solution is secure. However, they could always improve on security.""If the infrastructure is not correct, then customers are having an issue and it's taking a lot of time to load.""Compared to other CRM solutions, Salesforce is expensive. It is more affordable for enterprise users than for small businesses.""The scalability could improve by a small amount.""The user interface could be more intuitive. I had some challenges with how to convert from a lead to an opportunity.""The solution's configuration could be improved because getting a purchase order and administrating the right fields can be a real headache for us, especially when the Sales Cloud system enters an error stage."

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"Salesforce Service Cloud's report functionality could be improved.""Salesforce should include maps as a default offering so that, as a customer, I can view where the technician is on the geographical map.""The pricing of the solution can be made cheaper.""There is room for improvement in pricing.""The pricing for what Salesforce Service Cloud offers is not great.""I'm not deeply engaged with this team, so I don't have extensive experience with it. As you mentioned, I haven't used it much yet, so my experience is limited.""The product's high price is an area of concern where improvements are required.""The integrations with other solutions can be improved."

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"The solution needs more flexible customization, tender request, and they need to think about some of the localization aspects.""The B2C features of SAP are strong, but they are not very known to the public and companies. They must make it more known for B2C applications or B2C use cases.""The interface could be improved.""Our users are using it primarily from their laptop browser and very few are using it on their mobile because the mobile is not that user-friendly.""The product is very expensive.""It can be a bit more user friendly, to be honest. Sometimes there are too many apps options. It should offer better UX (user experience) to make it easier to navigate and easier to use.""The navigation must be improved.""When features do get added, we would like the product to notify us in a timely way."

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Pricing and Cost Advice
  • "The subscription is on a monthly basis."
  • "The main issue is the price. Because it's SaaS, you will have to pay on a monthly or yearly basis."
  • "It is a premium product, so it is not the cheapest solution. I think if it's implemented well, and you're getting the soft cost benefits, the efficiencies, it's justified. But not if you're looking at just apples for apples as a subscription, without the complexity that you can achieve. It can deal with complex business requirements. Some other CRMs can't. But you certainly pay, so it's a premium-charged solution. It's one of the more expensive ones."
  • "I have found Salesforce Sales Cloud to be expensive. However, it is the number one CRM solution in the world. It is worth the money."
  • "The main thing is it is costly. Salesforce it is not cheap, it's costly. Some of our customers say it is a costly solution. So, we have lost some sale opportunities regarding the high price. This is the main thing that we are facing. It is sales per user and the user price is about $150 per month, per user for the Enterprise Edition. The other edition is less than this, but it is costly. A company that has 70 or 80 users would pay more than $8,000 USD yearly because it is cloud based."
  • "My understanding is that Salesforce is a little bit expensive, but in terms of the efficiencies, automation, and visibility, I think it's definitely value for money."
  • "Implementation and add-ons may be additional costs."
  • "Being license based, the license varies by type. The pricing is considered average."
  • More Salesforce Sales Cloud Pricing and Cost Advice →

  • "I believe that in our country, Colombia, we utilize this platform for the Latin American region. In terms of expenses, it's somewhat higher compared to other products. I would rate it as expensive and nine out of ten."
  • "Salesforce is not a cheap product. It can be expensive."
  • "The price is too expensive."
  • "We pay a yearly licensing fee for Salesforce Service Cloud, which is expensive."
  • "The tool is pretty expensive."
  • "The product is expensive. There is a need to make yearly payments towards the licensing costs attached to the product."
  • More Salesforce Service Cloud Pricing and Cost Advice →

  • "SAP CRM offers a free trial for anyone wanting to test the product before purchasing it."
  • "They should reduce the price to target small businesses."
  • "The company has seen an increase in revenue."
  • "There is a license required for the solution and most of my clients purchase an annual license."
  • "SAP CRM is an expensive solution and is the most challenging aspect of the solution."
  • "SAP CRM costs approximately a couple of thousand a month."
  • "Its price is reasonable. As compared to other CRMs, this CRM is competitively priced. They have multiple flavors with different sets of functionality. Pricing is based on the flavor that suits your requirement. If you have more users, the cost will come down."
  • "The pricing from SAP is good but it takes time to realize the investment."
  • More SAP CRM Pricing and Cost Advice →

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    Questions from the Community
    Top Answer:The most valuable features of Salesforce Sales Cloud are opportunity management and metric integration.
    Top Answer:The solution's configuration could be improved because getting a purchase order and administrating the right fields can… more »
    Top Answer:Since Salesforce Sales Cloud is a CRM solution, we use it for keeping contact information, opportunity management, sales… more »
    Top Answer:The tool is pretty expensive. We are spending a huge amount. I rate the pricing a nine out of ten.
    Top Answer:The documentation could be improved. Salesforce must provide a place to store certain categories of documentation.
    Top Answer:We use the product for our client database. We also use it to forecast a few deals due for closure in the coming… more »
    Top Answer:The solution's contract management and product hierarchy features of SAP CRM are the most beneficial for our business… more »
    Top Answer:There is a lot of missing data and data latency issues between the different modules of SAP CRM, which creates a lot of… more »
    Ranking
    3rd
    out of 167 in CRM
    Views
    5,573
    Comparisons
    2,636
    Reviews
    17
    Average Words per Review
    345
    Rating
    7.8
    Views
    625
    Comparisons
    533
    Reviews
    11
    Average Words per Review
    435
    Rating
    8.5
    4th
    out of 167 in CRM
    Views
    3,733
    Comparisons
    2,868
    Reviews
    24
    Average Words per Review
    453
    Rating
    7.8
    Comparisons
    Also Known As
    Sales Cloud, SFDC, Salesforce
    Service Cloud
    Learn More
    Salesforce
    Video Not Available
    Overview

    Salesforce Sales Cloud is the most widely used of sales tools and sales automation software, speeding and streamlining all phases of sales from lead management to analytics and forecasting. Thanks to Salesforce Sales Cloud, more than 100,000+ customers and 2 million subscribers worldwide can manage people and processes more effectively, pursue more business in less time, and close more deals.

    Service Cloud is fully customizable support and help desk that provide faster, smarter service that will increase loyalty, retention, and satisfaction. From call-center software to self-service portals, our service solutions enhance your customer service with more responsive, more intuitive, more flexible support that anticipates customer needs.

    SAP CRM is a comprehensive customer relationship management solution that helps businesses streamline their sales, marketing, and service processes. It offers a range of features including lead management, opportunity management, campaign management, and customer service management. With SAP CRM, businesses can effectively manage their customer interactions, improve customer satisfaction, and drive revenue growth. 

    The solution integrates with other SAP modules, allowing for seamless data exchange and real-time insights. It also offers mobile access, enabling sales and service teams to access critical information on the go. 

    SAP CRM is a powerful tool for businesses looking to enhance their customer relationships and drive business success.

    Sample Customers
    Coca-Cola Enterprises, Kuoni Global Travel Services, Financial Times, Just Eat, Jobsite, H.R. Owen, PlayerLayer, O2, DMGT, Philips, Xtreme.ie, Business Stream, Remote Asset Management, Dialogue Group
    Stanley Black & Decker, Coca-Cola, Activision, Wells Fargo, Spotify, Aldo, Philips, The Red Cross, Blue Shield of California, Sprouts Farmers Market, Direct Energy Solar, Inspirato, Kiva
    Brau Union Osterreich AG, Nu Skin Enterprises Inc., AOK Bundesverband, RAK Ceramics, NHS 24, Wholesale Sports Outdoor Outfitters, FC Bayern Munchen AG, Tumi, The Kellogg Company, MVV Energie AG, Anglian Water Services, German Football Association (DFB), Nebraska Book Company Inc.
    Top Industries
    REVIEWERS
    Computer Software Company31%
    Comms Service Provider9%
    Financial Services Firm7%
    Non Tech Company7%
    VISITORS READING REVIEWS
    Educational Organization69%
    Computer Software Company5%
    Financial Services Firm4%
    Manufacturing Company2%
    REVIEWERS
    Manufacturing Company33%
    Marketing Services Firm11%
    Renewables & Environment Company11%
    Comms Service Provider11%
    VISITORS READING REVIEWS
    Computer Software Company19%
    Educational Organization15%
    Financial Services Firm10%
    Manufacturing Company8%
    REVIEWERS
    Manufacturing Company30%
    Financial Services Firm19%
    Agriculture7%
    Recruiting/Hr Firm7%
    VISITORS READING REVIEWS
    Computer Software Company14%
    Government8%
    Manufacturing Company8%
    Financial Services Firm7%
    Company Size
    REVIEWERS
    Small Business46%
    Midsize Enterprise20%
    Large Enterprise34%
    VISITORS READING REVIEWS
    Small Business8%
    Midsize Enterprise71%
    Large Enterprise22%
    REVIEWERS
    Small Business31%
    Midsize Enterprise28%
    Large Enterprise41%
    VISITORS READING REVIEWS
    Small Business18%
    Midsize Enterprise25%
    Large Enterprise56%
    REVIEWERS
    Small Business30%
    Midsize Enterprise8%
    Large Enterprise63%
    VISITORS READING REVIEWS
    Small Business24%
    Midsize Enterprise14%
    Large Enterprise63%
    Buyer's Guide
    CRM
    March 2024
    Find out what your peers are saying about monday.com, Microsoft, Salesforce and others in CRM. Updated: March 2024.
    765,234 professionals have used our research since 2012.