How does SAP CRM & Customer Interaction score on certain components?
In our comprehensive research, we also analyzed the different products of SAP CRM & Customer Interaction software. More than 180 evaluation criteria were examined. The bar chart below shows the scores (on a scale of 1-5) of SAP CRM, compared to other CRM & Customer Interaction systems. Please note that Passionned Group is 100% independent of the suppliers in the research. We do not sell licenses, we do not make deals or have any ties to the vendor. Among other things, we help and advise companies in the proper selection of CRM systems.
Figure 1: The pros and cons of the software vendor SAP CRM & Customer Interaction. A vendor can score a maximum of 100%. Source: The CRM & Customer Interaction Guide 2024. Do you want to take a deep dive into the survey structure? Click here to download this guide.
The SAP analysis was compiled by collecting a lot of public big data and analyzing it in-depth. More than 351 documents have been scanned from this software vendor in recent times. In this process, both machine learning models and the critical eye of a senior CRM expert played a distinguished role in finalizing the validation process.The CRM & Customer Interaction Guide 2024 
In our 100% vendor-independent CRM & Customer Interaction Guide we have collected all the ins and outs of SAP for you. You get access to hundreds of (shorter) trainings, tech talks, demos, lectures, tutorials, and always have the latest CRM news. In addition, this guide will help deepen your knowledge about CRM & Customer Interaction.
SAP and their complete CRM & Customer Interaction product portfolio
The vendor SAP has (a minimum of) 3 products in the realm of CRM & Customer Interaction. In order of popularity, we list the most important ones here:
What is SAP CRM?
Other names by which this software product is known: SAP Customer Relationship Management
Under this heading, we provide a description of SAP CRM, including some of its features and any related products. This product group consists of SAP Customer Experience and SAP Customer Data. SAP CRM can be defined by the following properties:
- business relationships
- contact
- contact management
- customer data
- customer interactions
- customer relationship management
- customer service
- on-premises
- reporting
- sales automation
Are you curious about all characteristics (100+) of SAP CRM? Download the CRM & Customer Interaction Guide™ 2024 here.
Are you considering hiring an expert in SAP CRM?
Do you want to hire an interim SAP CRM consultant who can do a mountain of work for you, and implement a professional SAP CRM application? You can always call on the SAP CRM specialists at Passionned Group. Indeed, hiring SAP CRM developers is not always expedient. Leave a message here and we will be happy to come and support you.
What is SAP Customer Experience?
In this paragraph, we portray SAP Customer Experience, including some of its features and any related products. This product/group of products can be best characterized by the following properties:
- contact
- customer data
- customer relationship management
- customer service
- sales automation
- sales pipeline
Are you now curious about all the functions (100+) of SAP Customer Experience? Then download our CRM & Customer Interaction Guide™ 2024 here.
What is SAP Customer Data?
Under this heading, we give you insight into the key behaviors of SAP Customer Data, including some of its features and any related products. SAP Customer Data can be best defined by the following features:
- account
- b2b
- cloud solutions
- customer data
- customer data platform
- customer information
- data privacy
- data protection
- merge rules
Do you want to know everything about all the functions (100+) of SAP Customer Data? In that case, open the CRM & Customer Interaction Guide™ 2024 here.
SAP CRM tools and the version history
Recently, we see a stable evolution with respect to CRM & Customer Interaction functionality and support for various platforms and data sources.
We reviewed SAP’s latest updates of its complete CRM & Customer Interaction proposition. Below you can see the structure of the history of the different versions of all the ones known to us CRM & Customer Interaction SAP products:
- SAP CRM: Crm 2.0
- SAP Customer Relationship Management: Customer relationship management 7.0 sp16
Behind each product, we mention the version numbers, the most recent updates are listed first.
What are the licensing costs of SAP Customer Experience and SAP Customer Data?
It is difficult to determine exactly what a license of SAP Customer Experience and SAP Customer Data costs because it depends on the country, the number of users (or the number of CPUs in the case of server software), the connectors to data sources, and at what point in the year you request a quote. If you do this a few weeks before the end of SAP’s fiscal quarter, you may be in for a decent discount. In addition, it makes sense to run the software in the cloud, for the most part, you only pay for your consumption then. The purchase cost of SAP Customer Experience and SAP Customer Data may not be the single largest expense, but maintenance and support can certainly put quite a strain on your annual budget.
What makes SAP CRM & Customer Interaction innovative
In our study, we see that SAP in the field of CRM & Customer Interaction software has a few specific features which may be the deciding factor in purchasing. This makes SAP CRM more or less unique: address cleansing, log sales activities, merge rules, interactive reporting, and up-selling.
The advantages and disadvantages of SAP CRM
Figure 11: Tag cloud of the developed and less developed aspects of SAP CRM & Customer Interaction
In the following paragraphs, we name all the advantages and disadvantages of SAP CRM & Customer Interaction, SAP Customer Experience and SAP Customer Data, et cetera. These are not necessarily definitive because: SAP may be working with partners to building on new features at this time (such as support for advanced reporting, journey templates, automate routine tasks, bounce rates, assign tasks, merge templates, custom activities, manage leads, tracking software, and customizable templates).
Share your experience
Report your experience with SAP CRM & Customer Interaction here. Your experiences can then possibly be taken into consideration in an even more objective assessment of the scores of SAP CRM.
1. SAP Customer Service Management
SAP has an excellent rating in our study on the subject ‘Customer Service Management’ (for this section SAP comes out as the absolute market leader in our research), given that they score 100% on this, compared to other vendors. We used the following selection criteria: customer service, helpdesk, case management, ticketing system, and field service management. In total, we examined 9 criteria within this section. Are you planning to specialize further in the topic ‘Customer Service Management’? Then download here our CRM & Customer Interaction Guide 2024.
2. SAP Data Quality
SAP has an excellent score in our 100% vendor-independent CRM & Customer Interaction study on the subject ‘Data Quality’. The company scores 85% on this topic, relative to other vendors. We considered the following factors: merge duplicate, data cleansing, and duplicate search. In total, we examined 16 aspects in this category. Would you like to learn more about the topic ‘Data Quality’? Then download here our CRM & Customer Interaction Study 2024. Or take a deep dive in the following content:
3. SAP Infrastructure
SAP has an excellent rating in our study on the subject ‘Infrastructure’, given that they score 81% on this, relative to other vendors. We considered the following factors: document management and master data management. In total, we examined 56 criteria in this category. Would you like to go into more depth with the topic ‘Infrastructure’? Then download here our CRM & Customer Interaction Study 2024.
4. SAP Customer Data
The company has an excellent rating in our 100% vendor-independent CRM & Customer Interaction study on the subject ‘Customer Data’, given that they score 80% on this, relative to other vendors. We used the following selection criteria: data anonymization and manage contacts. In doing so, we looked at the following two products: SAP CRM and SAP Customer Data. In total, we examined 45 features within this discipline. Would you like to go into more depth with the topic ‘Customer Data’? Then download here our CRM & Customer Interaction Guide.
5. SAP Sales Management
The company has a good rating in our study on the section ‘Sales Management’. The company scores 76% on this topic, relative to other vendors. We looked at the following criteria, among others: opportunity management, goal management, and quote management. In total, we examined 51 features within this discipline. Are you planning to specialize further in the topic ‘Sales Management’? Then download here our CRM & Customer Interaction Study 2024.
6. SAP Customer Relationship Management
SAP has a good score in our current CRM & Customer Interaction survey on the section ‘Customer Relationship Management’ with a score of 74%, relative to other vendors. We considered the following factors: search, customer interactions, and b2c. In doing so, we analyzed the following two products: SAP CRM and SAP Customer Experience. In total, we examined 25 criteria within this section. Would you like to go into more depth with the topic ‘Customer Relationship Management’? Then download here our CRM & Customer Interaction Study 2024. Or take a deep dive in the following content:
7. SAP Reporting
The company has a good performance in our current CRM & Customer Interaction survey on the subject ‘Reporting’, given that they score 70% on this, compared to other vendors. We looked at the following criteria, among others: CRM analytics, bounce rates, sales dashboards, and reporting dashboards. In total, we examined 11 features within this discipline. Would you like to go into more depth with the topic ‘Reporting’? Then download here our CRM & Customer Interaction Study 2024.
8. SAP Campaign Management
The company has a good score in our study on the section ‘Campaign Management’ with a score of 67%, relative to other vendors. We used the following selection criteria: email marketing, email campaigns, drip campaigns, and plan campaigns. In total, we examined 25 features within this discipline. Would you like to learn more about the topic ‘Campaign Management’? Then download here our CRM & Customer Interaction Guide.
9. SAP Automation Platform
The company has a good score in our objective CRM & Customer Interaction survey on the section ‘Automation Platform’. The company scores 56% on this topic, relative to other vendors. We looked at the following criteria, among others: marketing automation, low-code, and no-code. In total, we examined 28 criteria in this category. Are you excited about the topic ‘Automation Platform’? Then download here our CRM & Customer Interaction Guide 2024.
10. SAP Lead Management
SAP has a moderate score in our objective CRM & Customer Interaction survey on the subject ‘Lead Management’ with a score of 49%, relative to other vendors. We considered the following factors: lead generation, lead conversion, lead scoring, and convert leads. In total, we examined 12 criteria within this section. Would you like to go into more depth with the topic ‘Lead Management’? Then download here our CRM & Customer Interaction Guide. Or take a deep dive in the following content:
11. SAP Task Management
The vendor SAP has a moderate rating in our study on the section ‘Task Management’, given that they score 42% on this, compared to other vendors. We looked at the following criteria, among others: repetitive tasks, create tasks, track tasks, automate routine tasks, and predefined task. In total, we examined 13 features within this discipline. Are you excited about the topic ‘Task Management’? Then download here our CRM & Customer Interaction Guide 2024.
Want to know more? Then order the CRM & Customer Interaction Guide™ 2024 here
In which sectors is SAP CRM & Customer Interaction most active?
In our current CRM & Customer Interaction survey, we also found out which industries a vendor operates in. These are the industries where SAP has the largest footprint: automotive, banking, education, governments, hospitality, insurance, manufacturing, public sector, real estate, retail, telecom, and universities.
SAP software is most used by…
The CRM & Customer Interaction software from SAP is most often mentioned in combination with the following functions/roles: account managers, sales reps, and sales team.
Hire a qualified SAP specialist
Training and in-company training SAP CRM & Customer Interaction
We facilitate various classes in the field of CRM & Customer Interaction but can also provide specific SAP training, for example as in-company. The following software solutions are addressed: SAP Customer Experience and SAP Customer Data. Of course, we frame the training with the ideas of the intelligent, data-driven organization.
Final Verdict: SAP CRM scores high
SAP has a compact product portfolio with which it scores high in our CRM & Customer Interaction survey. SAP CRM & Customer Interaction innovates (approximately) at an average rate of less than 5 features per year, is active (for now) in lots of different sectors, and growing high in the field of customer service management.
About Passionned Group
Passionned Group specializes in 100% independent CRM & Customer Interaction consulting and the implementation of CRM & Customer Interaction solutions. Our driven and passionate consultants help small and larger organizations to advance as intelligent, data-driven organizations.
