SAP CRM vs Salesforce Sales Cloud vs SugarCRM Platform comparison

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Comparison Buyer's Guide
Executive Summary

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

Find out what your peers are saying about monday.com, Microsoft, Salesforce and others in CRM.
To learn more, read our detailed CRM Report (Updated: March 2024).
765,234 professionals have used our research since 2012.
Q&A Highlights
Question: Should we choose Salesforce, SAP CRM, Sugar CRM, inContact, Vocalcom, Oracle RightNow or build our own custom app?
Answer: Hello Pratyush. Now that you are 1.5 years out from this post, just wondered how the project is working for you. Sounded like you were leaning towards Salesforce with custom development. Is that where you ended up? Are you meeting your goals? Looking forward to your reply. Steve
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"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 type of customization that comes with Salesforce CRM gives me a lot of liberty and ease of access to add any information that I wish to add. For example, the name, email ID, designation, the name of the decision maker, when the client joined the company, and the amount of influence he will have on the product.""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.""You can adapt Salesforce for all customer needs.""It is a very stable solution.""I like that Salesforce is ERP agnostic. In the past and at different companies, I have implemented new or replacement ERPs. It's best in class. I like that it's a SaaS. I like that it can work on any device—any Windows, Android, or Apple device.""The most valuable feature of Salesforce Sales Cloud is for teams the ability to do marketing on our page and to manage their marketing leads. You are able to close a deal and do the renewal. For the life cycle management for customer management, we use Salesforce Sales Cloud. The performance of the solution is good.""Salesforce Sales Cloud is very user-friendly, and simple to create dashboards and extract the reports. Additionally, it integrates well with other applications."

More Salesforce Sales Cloud Pros →

"The most important factor for recommending SAP CRM is its integration with the core SAP platform. Globally, most enterprises are using SAP as an ERP platform to manage their key business functions. SAP CRM has out-of-the-box integration with the core SAP platform. You can integrate your pre-sales and post-sales into the single platform on the SAP CRM very easily, and you can extend that CRM to your customers who can actually see what is happening to their orders—such as whether it is dispatched or not dispatched or at what stage it is—simply by logging onto the CRM platform.""The flexibility to design the portal and customize it according to the needs of the clients is valuable. The integration with SAP ERP is also valuable.""SAP CRM is a scalable solution.""SAP CRM has a good performance.""The solution's contract management and product hierarchy features of SAP CRM are the most beneficial for our business operations.""It provides innovative ideas for implementation.""The platform is highly scalable.""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."

More SAP CRM Pros →

"The most valuable features of Sugar Enterprise are the exports of graphics, statuses, complaints, and tasks.""It works well with Jira. You can customize it to fit your needs.""The most valuable aspect of this solution is its low cost.""The most valuable features of the SugarCRM platform include its flexibility in customizing fields, layouts, and dashboards.""The most valuable feature is relation capability, which allows us to relay customers with invoice orders."

More SugarCRM Platform Pros →

Cons
"The solution's design could be improved.""If the infrastructure is not correct, then customers are having an issue and it's taking a lot of time to load.""The problem is the solution has gotten so big, it's very complex now. It's a bit difficult to figure out how to do certain actions.""When integrating Salesforce Sales Cloud with other applications it can be difficult to maintain security.""The solution could improve the partner management and communities. For the enterprise licenses, we have the help, but it should also be extended with the features to the partner community.""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 setup of Salesforce Sales Cloud is complex. You need specialists in that area to be able to have a good setup. Once it's set up properly, running it is seamless. That's the most beautiful thing about Salesforce Sales Cloud.""The monitoring is very good, but it could be better."

More Salesforce Sales Cloud Cons →

"SAP must provide a demo system for the customers.""SAP CRM could improve by making the solution more current, it is out of date. There are no more updates for SAP CRM.""The implementation and integrations could be better. After we went into the production environment, we had some issues. Most of them were with the ERP integration. Many other issues were around the client's integrations between the ERP and CRM platforms. It could be more user-friendly. It wasn't very user-friendly initially, but now it's easier for them to use. Now, the users can use that platform better than at the beginning. We would like to see reports with more analytic features and artificial intelligence in the next release. For example, show more metrics and KPIs and more dynamic dashboards. Because the platform has some models, but it's not easy to use. It's a little complex.""There could be some specific configurable options on the UI level to improve visibility.""In terms of visibility of the data, there's a very limited set that we have access to and sometimes it's very difficult and not user-friendly to analyze from front end to back end. It's the biggest challenge, even if I'm working with an organization where we've implemented SAP.""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.""Previously, the SAP CRM used to use simple servers, but now SAP uses HANA. The problem with the HANA databases is their interoperability with other solutions. SAP CRM could improve by working better with other solutions.""The interface could be improved."

More SAP CRM Cons →

"You cannot include all your entities under one instance at the moment.""While it is already user-friendly, a slight enhancement in UI design, especially in terms of color combinations, could make the platform more visually appealing and comfortable to use.""It lacks customization, and this is the main reason that we are switching to a different solution.""Sugar Enterprise could improve by removing bugs and glitches. For example, a comment was made but in the comment section, it was never displayed. However, the problems we faced might not be the fault of the solution.""In the next release, I would like to see personalization of information about customers or specific businesses or opportunities.""I would like to see more integration on a mobile platform in the next release."

More SugarCRM Platform Cons →

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 →

  • "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 →

  • "Licensing fees are paid on a yearly basis."
  • More SugarCRM Platform Pricing and Cost Advice →

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    Answers from the Community
    Anonymous User
    it_user371628 - PeerSpot reviewerit_user371628 (Senior SAP CRM Consultant at a recruiting/HR firm with 501-1,000 employees)
    Vendor

    I am not sure if it can handle 30000 agents , But it sure seems full of all the required features  http://www.ameyo.com/about/call-center-suite

    it_user128490 - PeerSpot reviewerit_user128490 (IT Leader at a tech services company with 1,001-5,000 employees)
    Consultant

    Steve - My clients run contact center for a 30000 seat and is looking for multi-channel Outbound & inbound capabilities along with an ability to have productivity tool set for Agent & Supervisor. 2nd phase of requirement is towards intelligent dash-boarding ,predictive analytic and Speech analytic...I am building a vision of converting current CC from basic contact center to smarter contact center...

    Thank you so very much..
    Pratyush

    it_user128490 - PeerSpot reviewerit_user128490 (IT Leader at a tech services company with 1,001-5,000 employees)
    Consultant

    Thanks everyone for your response. I am consulting for a company that has been in the contact center business for over 30 + years and have great understanding about contact center process, its evolution and different tools in the market. That is one of the rational for thinking to build a Holistic Contact center product as we have not been able to find a single tool that meets at least 80% of the clients requirement..

    Here is what we are tending towards...
    1) Siebel is Out because of Cost , deployment & usability criteria.
    2) RIghtnow is Out as I found Oracle doesn't seems to have focused strategy for rIght now. Demo experience was not very positive..
    3) I think we are positively towards Salesforce + Custom build app that would meet at least 80% of our clients need...

    Stay Great
    Pratyush

    it_user137145 - PeerSpot reviewerit_user137145 (Owner)
    Vendor

    I was interested to read your post, because I am just wrapping up a similar project. I have first hand experience with RightNow, Salesforce, and SAP CRM. I have not used SugarCRM, but I am very familiar with one of their partners, Zendesk.

    I agree with Steve above, that a custom application is a difficult route to take, unless you'd be building it on an existing platform like Salesforce. I used SAP CRM in the 2004-2010 timeframe, and I would only recommend considering it if your company is already an SAP house. It is fully featured but not flexible. I was with a company that used RightNow from 2010-2012. It's a good system, but my experience with them was not very positive. I felt that after they were acquired by Oracle they became unresponsive to our needs. Perhaps they have put this behind them, I don't know. I am using Zendesk now, and regret the decision. We selected them because they were a preferred vendor to one of our partners. Zendesk has some innovative features, but I find the API troublesome and the system is not very flexible. It seems inexpensive, but to get some of the really important features you have to use their enterprise version, which is 5x per seat compared to the entry version.

    I have had a lot of experience with Salesforce, and really like it. Salesforce is a solid, flexible, well-supported tool.

    I'd be very happy to discuss this further. Feel free to reach out to me.

    it_user132246 - PeerSpot reviewerit_user132246 (Works at a marketing services firm)
    Vendor

    Pratyush.
    Without knowing much about your requirements/needs, I would not recommend building your own custom app. Each one of these tools is good at what they do. I would find it hard to believe that you have many use cases that would fall outside of what these tools can deliver.
    Custom development is usually a gamble. And no matter how well you define your requirements, you will likely have some ill-defined requirements that will lead to development and design that performs below what the off-the-shelf software provides.
    Without knowing your requirements, I cannot recommend one over another.
    Best of luck.
    Steve

    it_user69030 - PeerSpot reviewerit_user69030 (CEO at a tech services company)
    Consultant

    Hey Pratyush

    You should check out Eventus Solutions Group http://www.eventusg.com/

    They're one of the best at determining the right contact center applciations

    it_user113973 - PeerSpot reviewerit_user113973 (Marketing)
    Vendor

    Hi,

    Saleforce.com is hands down the best deployment option, for a number of
    reasons:

    1. Built from the ground up in the cloud. No legacy tech, no old code.

    2. Built for 'the age of context' - mobile, social, geo, big data and
    sensors

    3. Their custom app system is second to none. Easy to use development and
    deployment tools and easy integration with legacy systems. When I say
    'easy', I mean built for speed and intuitive.

    The other systems you've mentioned are either silo systems - stand alone or
    are client-server (i.e. legacy at this point) and don't have a fresh,
    straight-from-the-cloud approach.

    I'd be happy to talk more about this if you'd like. I can be reached at
    416.564.1232.

    Cheers and good luck!

    Jeff

    it_user105723 - PeerSpot reviewerit_user105723 (Works at a tech company with 51-200 employees)
    Vendor

    Hi,

    I can only really comment on Oracle Siebel, interesting why it isn’t on your list?

    Regards

    Simon Collins

    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 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 »
    Top Answer:The most valuable features of the SugarCRM platform include its flexibility in customizing fields, layouts, and… more »
    Top Answer:I would rate the costliness of SugarCRM a two out of ten. It is very affordable. When compared to competitors like Zoho… more »
    Top Answer:One area where SugarCRM could improve is its UI. While it is already user-friendly, a slight enhancement in UI design… more »
    Ranking
    3rd
    out of 167 in CRM
    Views
    5,573
    Comparisons
    2,636
    Reviews
    17
    Average Words per Review
    345
    Rating
    7.8
    4th
    out of 167 in CRM
    Views
    3,733
    Comparisons
    2,868
    Reviews
    24
    Average Words per Review
    453
    Rating
    7.8
    29th
    out of 167 in CRM
    Views
    434
    Comparisons
    241
    Reviews
    4
    Average Words per Review
    465
    Rating
    8.0
    Comparisons
    Also Known As
    Sales Cloud, SFDC, Salesforce
    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.

    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.

    SugarCRM is a versatile CRM solution that facilitates communication and organization within a company. Its primary use case includes call and comment logging, account relation, customer detail storage, verification handling, transaction tracking, marketing material management, and payment transaction handling. The most valuable functionalities include customizable exports of graphics, statuses, complaints, and tasks, as well as its scalability, stability, and low cost. It integrates well with Jira and can be easily configured. The platform improves efficiency, productivity, collaboration, communication, and coordination within organizations, while also providing valuable insights and data analytics for informed decision-making.

    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
    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.
    Redglaze Group, TengoInternet, Hilco, Bancvue, Vet Adivsor
    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 Company30%
    Financial Services Firm19%
    Agriculture7%
    Computer Software Company7%
    VISITORS READING REVIEWS
    Computer Software Company14%
    Government8%
    Manufacturing Company8%
    Financial Services Firm7%
    VISITORS READING REVIEWS
    Educational Organization41%
    Computer Software Company16%
    Financial Services Firm8%
    Real Estate/Law Firm8%
    Company Size
    REVIEWERS
    Small Business46%
    Midsize Enterprise20%
    Large Enterprise34%
    VISITORS READING REVIEWS
    Small Business8%
    Midsize Enterprise71%
    Large Enterprise21%
    REVIEWERS
    Small Business30%
    Midsize Enterprise8%
    Large Enterprise63%
    VISITORS READING REVIEWS
    Small Business24%
    Midsize Enterprise14%
    Large Enterprise63%
    REVIEWERS
    Small Business69%
    Midsize Enterprise15%
    Large Enterprise15%
    VISITORS READING REVIEWS
    Small Business20%
    Midsize Enterprise49%
    Large Enterprise31%
    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.