Senior Manager at a manufacturing company with 10,001+ employees
Real User
2024-02-07T08:40:07Z
Feb 7, 2024
There is a lot of missing data and data latency issues between the different modules of SAP CRM, which creates a lot of problems. SAP CRM uses a patch program between the modules to send data from one system to another. We faced two challenges with SAP CRM. One is the data latency issue, wherein data gets missed sometimes between the integration. Since it's always in a batch job, the data is not in real-time. SAP CRM is a very old technology. Functionality-wise, it has a lot of capabilities, but the user interface and user experience are all very old-fashioned. The solution has some strong features, but the overall usage experience is something it needs to improve.
Deputy Manager, Information Technology at Greenpanel Industries
Real User
Top 10
2023-12-18T10:34:06Z
Dec 18, 2023
They could improve SAP CRM's UI. Customers prefer dynamic applications for insight access view. There could be some specific configurable options on the UI level to improve visibility.
SAP doesn’t have a trial solution for CRM. Salesforce allows customers to try the tool online. SAP must provide a demo system for the customers. The tool must add a WhatsApp integration to the standard solution. It already provides integration with Microsoft Teams.
When SAP CRM does the maintenance, it can take a long time, which can impact business continuity because we have to wait for the maintenance team to finish their work. Maybe if SAP could establish how you can access the tool using a cloud-based environment that would be virtualization, that would be better.
Sr. Manager, TMT Business Consulting (Focused on B2B Tech Product cos.) at a security firm with 11-50 employees
Real User
Top 5
2023-08-03T11:02:10Z
Aug 3, 2023
The solution is slow. The algorithmic structure for queries to get the data from one place to another is really badly written. It’s probably on every legacy system. It's really slow, and it lags. Every click takes five seconds to work. It’s one major issue. The user interface and the flow of information are convoluted and difficult to interpret. It's not something we can figure out by ourselves. A lot of documentation, training, and workarounds have to be done for myself and my team members to understand how to use the system. CRMs are not that complicated anymore, but SAP is.
Internal Controls, Risk and Access Management Officer at NCBA Group
Real User
Top 20
2023-06-21T13:04:00Z
Jun 21, 2023
There's always room for improvement to make the system better. Maybe SAP CRM can surprise us with something new. We would love to see more new features.
The interface could be improved because sometimes it has lots of data to enter, and possibly 50% don't use it. So the interface needs to be simple because if it manages so much information and data about the customer, you might get lost in the products.
I read somewhere that SAP has ceded space to Salesforce in this area. I have heard SAP has stopped developing SAP CRM further. We would like to see them offer lower pricing. There are other solutions in the market that will provide effective solutions at a much lower price. CRM is costlier than its competitors.
Frankly speaking, for more than seven and a half years, I haven't found any area for improvement. The design is user-friendly. The interface is good. Any person needs only basic training and we can explore the features easily. That's the only requirement. The only improvement could be if the developer team could continue to make good efforts to enhance the efficiency of a salesperson. When features do get added, we would like the product to notify us in a timely way. The faster we get the information, the more quickly we can leverage the update.
As SAP CRM is still in its pilot version in my company, and my team is still experimenting on it, there's little room for exploration, but its setup is not as straightforward, so this could be an area for improvement.
Content management is one area where SAP CRM could use some work because we were seeking a CRM solution that could store BLOB data, like PDF and email data, which takes up a lot of space in the database. Recently, we migrated to a content server, but it would be nice if CRM had built-in BLOB data management because BLOB data is a challenge we've been dealing with since last year.
SAP CRM could improve in the area of user-friendliness. It would help if you had an engineer to do the administration. The migration is complex when moving from the old version to the latest version.
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 integration is not that easy with SAP CRM. Extractions are not very easy in SAP CRM.
What I see as a challenge against our competitor is that Salesforce comes with more flexibility, for enhancement purposes, whereas the SAP CRM Cloud is more robust and rigid. It's not flexible to implement any bespoke solution.
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. They don't have proper mapping so we are more dependent on our data analysis rather than any mappings provided. Consultants and data analysis functions should be improved or included. It's sometimes difficult to navigate in terms of data. Even some technical users might see challenges with data analysis and base their findings on assumptions rather than concrete findings. I know the payment solution is currently somewhat disconnected from the current CRM and it would be a helpful feature to have an integrated payment solution.
Cyber Security Program Manager at a financial services firm with 10,001+ employees
Real User
2022-02-19T02:36:57Z
Feb 19, 2022
In the future, machine learning and artificial intelligence functionality need to be included. This would be an enhancement to the product. The dashboards have to be enhanced to make them better for top-level management. The order-to-cash process should use a lean approach. Improving the performance would help to address value-added for the company. I would like to see enhancements made to the security. Cyber fraud is a concern for us.
Associate Vice President & Head-ITS at a pharma/biotech company with 1,001-5,000 employees
Consultant
2022-01-25T15:46:45Z
Jan 25, 2022
The integration of SAP CRM with the SAP platform is relatively easier as compared to any other third-party product. If you go for any other third-party product, you will have a lot of challenges in terms of integration. Every end-user uses a smartphone nowadays. The user interface on the smartphone can be improved a bit so that you can do almost all the work from your mobile. You don't have to go to the desktop or the laptop to log in. The mobile user interface can be further improved and enriched so that you can easily manage your CRM functionalities straight from your smartphone.
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.
Service Delivery Manager at a agriculture with 10,001+ employees
Real User
2021-11-01T10:21:20Z
Nov 1, 2021
Many similar solutions have come on to the market in the last few years that have a better GUI, and better connectivity to the back-end SAP system. That is where this product started fizzling out. SAP GUI is not very attractive. Secondly, it doesn't capture people who visit the site and the products which were of interest to that person. Features were never upgraded and people started losing interest in the product because there were many other attractive products available. The solution has some serious issues at this point.
Project and Service delivery Manager at a tech services company with 11-50 employees
Real User
2021-09-27T18:20:44Z
Sep 27, 2021
There is still a lot to improve in SAP CRM to be able to compete with Salesforce. For the customer that has SAP ERP, implementing SAP CRM on the cloud is native and a great option. For those who do not have SAP at all, it might be a difficult choice because you can get more or less the same functionality from Salesforce with a better UI. It can be hard to decide. They have recently updated their user interface but they should continue to improve upon it in the future. Additionally, overall performance or speed of response times could be better.
Worksoft Certify Consultant at a manufacturing company with 10,001+ employees
Real User
2020-08-16T08:00:17Z
Aug 16, 2020
I can't think of a feature that is lacking. For us, it has everything we need. 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.
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...
There is a lot of missing data and data latency issues between the different modules of SAP CRM, which creates a lot of problems. SAP CRM uses a patch program between the modules to send data from one system to another. We faced two challenges with SAP CRM. One is the data latency issue, wherein data gets missed sometimes between the integration. Since it's always in a batch job, the data is not in real-time. SAP CRM is a very old technology. Functionality-wise, it has a lot of capabilities, but the user interface and user experience are all very old-fashioned. The solution has some strong features, but the overall usage experience is something it needs to improve.
They could improve SAP CRM's UI. Customers prefer dynamic applications for insight access view. There could be some specific configurable options on the UI level to improve visibility.
SAP doesn’t have a trial solution for CRM. Salesforce allows customers to try the tool online. SAP must provide a demo system for the customers. The tool must add a WhatsApp integration to the standard solution. It already provides integration with Microsoft Teams.
SAP CRM should create a more user-friendly graphical user interface (GUI).
When SAP CRM does the maintenance, it can take a long time, which can impact business continuity because we have to wait for the maintenance team to finish their work. Maybe if SAP could establish how you can access the tool using a cloud-based environment that would be virtualization, that would be better.
The product's pricing could be better.
The solution is slow. The algorithmic structure for queries to get the data from one place to another is really badly written. It’s probably on every legacy system. It's really slow, and it lags. Every click takes five seconds to work. It’s one major issue. The user interface and the flow of information are convoluted and difficult to interpret. It's not something we can figure out by ourselves. A lot of documentation, training, and workarounds have to be done for myself and my team members to understand how to use the system. CRMs are not that complicated anymore, but SAP is.
There's always room for improvement to make the system better. Maybe SAP CRM can surprise us with something new. We would love to see more new features.
I think what needs to be improved is the solution for Brazil's organization.
We would like the coding system within this solution to be more straightforward when carrying out general entry tasks.
The interface could be improved because sometimes it has lots of data to enter, and possibly 50% don't use it. So the interface needs to be simple because if it manages so much information and data about the customer, you might get lost in the products.
I read somewhere that SAP has ceded space to Salesforce in this area. I have heard SAP has stopped developing SAP CRM further. We would like to see them offer lower pricing. There are other solutions in the market that will provide effective solutions at a much lower price. CRM is costlier than its competitors.
Frankly speaking, for more than seven and a half years, I haven't found any area for improvement. The design is user-friendly. The interface is good. Any person needs only basic training and we can explore the features easily. That's the only requirement. The only improvement could be if the developer team could continue to make good efforts to enhance the efficiency of a salesperson. When features do get added, we would like the product to notify us in a timely way. The faster we get the information, the more quickly we can leverage the update.
As SAP CRM is still in its pilot version in my company, and my team is still experimenting on it, there's little room for exploration, but its setup is not as straightforward, so this could be an area for improvement.
Content management is one area where SAP CRM could use some work because we were seeking a CRM solution that could store BLOB data, like PDF and email data, which takes up a lot of space in the database. Recently, we migrated to a content server, but it would be nice if CRM had built-in BLOB data management because BLOB data is a challenge we've been dealing with since last year.
SAP CRM could improve in the area of user-friendliness. It would help if you had an engineer to do the administration. The migration is complex when moving from the old version to the latest version.
SAP CRM could improve by making the solution more current, it is out of date. There are no more updates for SAP CRM.
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 integration is not that easy with SAP CRM. Extractions are not very easy in SAP CRM.
What I see as a challenge against our competitor is that Salesforce comes with more flexibility, for enhancement purposes, whereas the SAP CRM Cloud is more robust and rigid. It's not flexible to implement any bespoke solution.
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. They don't have proper mapping so we are more dependent on our data analysis rather than any mappings provided. Consultants and data analysis functions should be improved or included. It's sometimes difficult to navigate in terms of data. Even some technical users might see challenges with data analysis and base their findings on assumptions rather than concrete findings. I know the payment solution is currently somewhat disconnected from the current CRM and it would be a helpful feature to have an integrated payment solution.
In the future, machine learning and artificial intelligence functionality need to be included. This would be an enhancement to the product. The dashboards have to be enhanced to make them better for top-level management. The order-to-cash process should use a lean approach. Improving the performance would help to address value-added for the company. I would like to see enhancements made to the security. Cyber fraud is a concern for us.
The integration of SAP CRM with the SAP platform is relatively easier as compared to any other third-party product. If you go for any other third-party product, you will have a lot of challenges in terms of integration. Every end-user uses a smartphone nowadays. The user interface on the smartphone can be improved a bit so that you can do almost all the work from your mobile. You don't have to go to the desktop or the laptop to log in. The mobile user interface can be further improved and enriched so that you can easily manage your CRM functionalities straight from your smartphone.
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.
Many similar solutions have come on to the market in the last few years that have a better GUI, and better connectivity to the back-end SAP system. That is where this product started fizzling out. SAP GUI is not very attractive. Secondly, it doesn't capture people who visit the site and the products which were of interest to that person. Features were never upgraded and people started losing interest in the product because there were many other attractive products available. The solution has some serious issues at this point.
There is still a lot to improve in SAP CRM to be able to compete with Salesforce. For the customer that has SAP ERP, implementing SAP CRM on the cloud is native and a great option. For those who do not have SAP at all, it might be a difficult choice because you can get more or less the same functionality from Salesforce with a better UI. It can be hard to decide. They have recently updated their user interface but they should continue to improve upon it in the future. Additionally, overall performance or speed of response times could be better.
I can't think of a feature that is lacking. For us, it has everything we need. 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.
They should improve the design to make it more appealing to users.