SAP Customer Experience

Pros

It gives us the ability to establish closer and stronger ties with our customers that will last over time, it allows us to collaborate with each of our functional business areas to provide a better customer experience. I am also impressed that such a complete and powerful solution can be implemented easily and quickly; I like its pay-per-use licensing approach, which is attractive to any company wishing to implement the system; it is cloud-based, which makes it easy to use. Last but not least its flexibility, adaptability and scalability as the size of demand varies.

Cons

So far we have not faced any difficulty or inconvenience while using it, being even more honest I don't have any negative comments to share.

Pros

SAP give a clear information for an advisor to help the customers that makes customers journey more easier

Cons

SAP is more classic so it to be adjustable with the new technology

Pros

SAP CRM is a very robust product and SAP has done well over the past decade to cater to the CRM needs of customers across industries. The best part of SAP CRM is that it not only integrates seamlessly with other SAP softwares but also with various non-SAP softwares providing options to enterprises to keep using certain legacy systems at the same time. CRM solutions in general are very customer centric and SAP has done exceptionally well over the past few releases to come up with advanced features like Social Media Integration to capture market vibe in a more structured and organized fashion. While some of the core CRM modules keep getting better with frequent bug fixes, focus has been on adding new features to cater to industry specific needs. Another important aspect of this software is its ever improving UI. Since CRM 7.0 there has been considerable change in the UI which I should say is extremely friendly now. For customer who want to deploy SAP CRM solution faster, SAP provides them with Rapid Deployment Solution which reduces the implementation time and cost drastically. SAP CRM Best Practices are now successfully used across industries as a proven tool to successfully run business. SAP CRM on HANA platform has made data retrieval a very quick and hassle free affair. SAP also has a great community of developers and professionals who help to share ideas and answer questions when it comes to configuring and customizing their solutions. Another important thing is that for customers who do not want to invest in huge IT infrastructure , SAP CRM comes as an on demand (cloud) solution with most of the features from its on premise version.

Cons

SAP CRM releases newer version at a relatively slower rate than most of its competitors. Configurations in SAP CRM backend still remains pretty complex and require highly skilled and experienced professionals to do so. Though SAP CRM can be used as a standalone product but the usability is drastically reduced when SAP ERP is not implemented. Standalone SAP CRM analytics is very basic in its present form and cannot cater to customer need without complex customization.Lastly, lets face it, SAP solutions are still heavily priced compared to other vendors and quite understandably SAP CRM consultants are pretty expensive to hire.

Pros

SAP Customer Experience when integrated and implemented properly is incredible.

Cons

The cost and implementation challenges can be costly and difficult.

Pros

SAP Customer has the valuable ticketing measures, where immediate customer assistance is something offered.

Cons

SAP Customer is conventional and it makes an immediate and impressive facilitation.

Pros

Once you learn how to use it it is a great tool for customer service and data.

Cons

There is a definite learning curve to "getting it". That can be frustrating. Also I have been advised several times that others cant interface with anyone who uses uit.

Pros

Great for handling a lot of data from customers, integrating different sources, and customizing to the business needs

Cons

The platform can have features that are not that great, like email. Additionally, it could make use of a better design, something more modern.

Pros

I like the customer experience and customer service features
The software comes with contact management and following on customer history is easy too.

Cons

With SAP Customer Experience, everything has been smooth.

Pros

It’s still early in my usage but deployment was easier than I expected

Cons

It has been a learning process as we used other Software for CRM

Pros

Really easy to use and interactive CRM. Does the job really good.

Cons

Needs new features and constant updates. Not that widely used.

Pros

Customer engagement, to understand the customers history to personalize our business relationship

Cons

Some of the customization can be extensive and takes some time and training to learn. But in the end it is worth it.

Pros

Great Customer Experience based on reviews and comments made form different clients.

Cons

In overall, I don't have any Cons to describe.

Pros

1. It provides e-commerce functionality to the businesses, which helps in direct selling of the products from the producer to the consumer.

2. It provides almost all the e-commerce functionalities, and a lot of third party integrations for media(images, videos, etc.), tax calculations, payment providers, and a lot more already out-of-the-box.
The product also has ample space to expand and customize the existing platform as well as per the business requirements.

3. After the acquisition of SAP, the product has been changed to make it adaptable to SAP environment. SAP has provided a lot of integration channels to integrate it with other SAP products, for example, SAP Revenue, Billing, Marketing, Sales and Service to name a few.
As a result, it helps in overall revenue generation of the businesses.

4. The product has been extended into major industries apart from only retail.

5. There is a lot of improvement going on with every release and the product is always up-to-date with the latest changes in programming languages and in incorporating other new technologies.

Cons

1. There are still a lot of legacy bugs that needs to be fixed even in the core platform and commerce modules.

2. A lot of common functionalities are still not being provided and need to be implemented by the solution providers in every project. Such common functionalities can be provided out of the box. One such feature could be GDPR especially used within the projects involving EU sites.

3. SAP needs to focus more on technical improvement of the project and not just on marketing aspects.

4. SAP needs to publish a common set of steps publicly for the partners providing the solutions, starting from the setup of the project until the go-live of the project to avoid delays and to build better customer reputation.

Alternatives Considered

Pros

Extensive features & one platform for generating reports,creating leads, customer exp.

Cons

Can be more stable product & more features can be provided.

Pros

I have worked on SAP CRM version 5* and 7* as a SAP Security Administrator and following are my observations -

- Customer relationship management (CRM) focuses on the retention of customers by collecting data from all customer interactions with a company from all access points.

- SAP CRM provides user flexibility with sales, service module and also external consumers (3rd party vendors).

- It is easily integrated with various SAP and non-SAP products like Identity management (IDM), 3rd party tools and ECC system

- User access and administration is controlled through business roles maintained in SAP CRM system

- Configuration required for running the various models (sales, consumer, etc) is maintained in ABAP backend in SPRO

- Also, it is rated very high in terms of its Scalability and real time analysis and monitoring of Sales (provides a holistic view as needed)

- Web UI (User Interface) helps user to enable & utilize business functionality extensively at one single point of source through replication process of business partners

Cons

I would say the user experience for SAP CRM Web UI in terms of usability and acceptance is not that great (user friendly), it's a bit complex at times.
Also, the cost of installation, product keys, maintenance, operational cost is high

But, SAP CRM 7* versions have much better usability and has improved a lot from it's previous pre-predecessors.

Pros

Easy to keep track of and work through customer complaints. This is a great tool for surveys to inquire about the customer experience.

Cons

Training can be cumbersome and difficult to work through

Pros

Ticket management, Customer interaction logs, Customized reports, Ease of integration with existing SAP framework

Cons

Complex transaction codes, Poor UI, slow processing speed

Pros

This is a SAP product and has seamless integration with SAP ECC and Hybris billing. Therefore, this product is very convenient to use in marketing and sales. SAP ECC takes care of the operations piece.

Cons

This tool needs to improve more on graphical user interface. The present user interface is also good but it would be better if we can see more functionalities like graphical tracking the sales calls with customer etc.

Pros

What I like most about this software is the ease of use. Even on others versions! The colors, the presentation and more!

Cons

It is hard to say what I like least. For I am now thinking of what can be said. This means, I had a great experience!

Pros

Its architecture mesh up. Hybris has some very elegant sub solutions in its high level solutions.

Cons

The documentation still needs a bit improvement, although it has improved a lot in last few years

Pros

Multiple channels (B2b,B2C, marketplace)
Multicountry, multilanguage, multicurrency
CMS
Ready to go template

Cons

not adapted for small projects and business

Pros

CRM has a great user portal. There are a lot of fields, but they are all useful. The depth of the tool is not overwhelming. It is easy to navigate to any screen with the navigation buttons. This system makes for easy integration with other payment and related software. This tool is very customization to fit the needs of any organization.

Cons

There is a lot of information to learn in order to quickly and effectively navigate this tool. This can be overwhelming for beginner and intermediate users.

Pros

The most important feature of this product is WebUI. You can configure the WebUI all the way you want - Navigation bar, report area, etc. Moreover, this product supports One-Order Framework. Every transaction type is processed in a single transaction code. This provides user an ease of access.

Cons

There are not major drawbacks of this product, but to provide comprehensive and end to end business solutions, this product must be integrated with other SAP products like SAP ERP, BI/BW, PI/XI, etc. Licensing cost is more, so small business need to consider pricing before planning implementation.

Pros

The ease of implementation and integration with the other existing software makes it easier for industries to accept this software

Cons

The GUI is based on transaction codes which makes it the ledger of time for the end users to get hold on this software

Pros

The WebUI is an especially great feature. SAP really helps in the way of tracking such as, tracking questions and concerns from customers and tracking customers orders.

Cons

SAP is a very complex tool and can move depressingly slow. I utilized SAP in a warehousing environment and found this snail movement to become increasingly frustrating because of our inventory growth. One of the biggest drawbacks in my opinion is that you have to use SAP integration tools for fluidity. Not to mention SAP is NOT cheap. This robust tool is very expensive and in my opinion, useless if you do not have the proper integration tools to work with it.

Pros

For companies looking for complete CRM solutions, SAP Customer Experience offers a variety of benefits. A unified view of customers across all touchpoints is made possible by its strong customer data management capabilities, enabling tailored and targeted interactions. Effective client involvement is made possible by the software's potent marketing automation features, which also include lead nurturing and campaign management. The seamless integration of SAP Customer Experience with other SAP products, including SAP S/4HANA and SAP Analytics Cloud, guarantees a smooth data flow and makes it possible to gain real-time insights for wise decision-making. Furthermore, the platform's flexibility and scalability enable organizations to expand and react to changing client demands.

Cons

Although SAP Customer Experience has many advantages, there are a few things to bear in mind. The implementation procedure can be difficult and time-consuming, necessitating knowledge and careful planning. Additionally, small firms with tight budgets can find the software's pricing structure excessive. A severe learning curve has been mentioned by some users, especially when configuring advanced features and customizations. Last but not least, the platform's considerable capabilities can produce a complicated user interface, necessitating appropriate training and continuing support. These restrictions are, however, outweighed by the software's extensive features and scalability, which surpass its short-term drawbacks.

Pros

I loved the user friendly options that SAP provided. I was new manager when I started using the program so that really help.

Cons

Occasionally, SAP would run really slowly. Making it difficult to input items quickly.

Pros

Our company relies on customer feedback and appreciate it greatly. We can get the customer feedback via email and also when they visit us. The dashboard is great to use and easy to navigate. Also rapid deployment solution is a huge addition to the features.

Cons

The customer support team needs to be more fast when contacted. Sometimes the application does error in cloud run.

Pros

- Ability to get a list of all your sales orders-Ability to view customers credit limit

Cons

- All of the blocks on orders can get complicated - It crashes a lot & can be quite slow

Pros

As I said in a review I did before, I worked with other SAP systems or similar to this one to improve the experience of the clients we had in a small company, and it must be said that this one, like others, I liked a lot because of its functions in specific areas, such as: marketing, e-commerce, sales and customer service. Also another pretty good point about this tool was that it provided us with powerful analysis and reporting tools, which allowed us to gain valuable insight into the performance of their customer experience strategies.

Cons

I must admit that strange as it may seem, I did not find anything negative about this tool.

Pros

SAP Customer Experience provides a comprehensive suite of solutions that can help businesses manage all aspects of the customer journey, from marketing and sales to customer service and support.

Cons

The software requires ongoing maintenance and updates, which may require additional resources and support.

Pros

Ease of use,
Cloud based so no impact on local storage capacity.
"Intelligent" information which proved highly effective

Cons

All positives experiences to date using this tool

Pros

A multitude of functions that can be used on a daily basis.

Cons

It is quite complicated, has a lot of functions, but you need to know the names of these transactions in order to use them.

Pros

i have big overview about materials in company, possibility have a lot of information on one place

Cons

adding new roles is all time problem, using correctly transaction is not so easy

Pros

The system has a completeness to it, almost every part of our needs have been considered.

Cons

The implementation takes quite a while for all users to get settled in.

Pros

I like the extensive set of tools and capabilities that SAP Customer Experience offers, which makes it simple for businesses to manage client contacts, track customer data, and assess customer satisfaction. The platform's real-time data helps organizations understand client behavior and make wise decisions, allowing them to respond quickly to changing customer needs. Businesses can tailor the client experience to their specific needs thanks to the platform's inherent adaptability.

Cons

Only one aspect of SAP Customer Experience irritated me: its high price in comparison to competing customer relationship management platforms. For users who are unfamiliar with the SAP platform, it may not be the easiest to use.

Pros

The feature I like best about SAP is its adaptability, it can be customised very easily as per the customers needs and the relevant sector.

Cons

It takes some time to learn to use the software, which might seem tedious to beginners but post that it is easy to use

Pros

Excellent features, and quick and easy to handle.

Cons

More graphical view, would have been more success to this product

Pros

AI-powered insights help make each customer feel as if they were their own. This invaluable tool allows you to proactively engage and understand your consumer while respecting their privacy preferences at every point in their journey. Machine learning and intelligent automation help you engage and sell.it has so many options, customer interaction is seamless and the software is excellent for me

Cons

The User Interface of SAP is quite complex especially for newbies who are not techie although if you have an experience in Customer Service you will somehow get the hang of it somehow as time goes by but its not easy to understand

Pros

1. SAP Hybris is based on Spring framework. Because Spring is the most widely used framework in Java fraternity, finding developers and architects who can be quickly made productive on the Hybris platform is much easier as compared to that on other platforms. Moreover, there are strong SAP Hybris communities at answers.sap.com and stackoverflow.com.

2. SAP Hybris has been consistently at the top position as rated by Gartner and ForresterWave. The selection criteria for these two agencies have been most respected for many years.

3. The business tooling is very extensive and business users find the merchandising tools quite intuitive. Hybris SmartEdit (which is a tool enabling the business users to make changes to the website content as intuitive as editing a live site and previewing it on multiple devices before publishing the changes to the live site) is the only tool of its kind provided by any Java-based eCommerce platforms.

4. SAP Hybris sticks to releases as per the roadmap published well in advance. At the same time, SAP Hybris comes up with the required patches (e.g. security patches) immediately when they are deemed critical for businesses.

5. The documentation is quite rich and there are more than one sites (e.g. help.hybris.com, wiki.hybris.com, www.sap.com/cxworks etc.) where relevant help is available.

6. The licensing is very flexible.

7. There are many deployment options e.g. on-premise, on SAP cloud infrastructure, on a public cloud infrastructure.

Cons

1. The CMS and personalization still have some room for improvement.

2. SAP needs to campaign for SAP Hybris as AWS does for its cloud. After having worked with many different eCommerce platforms (including the top three), I can say that it is the best platform. Yet, because of the lack of proper campaign many customers, are not aware of its strengths and the array of features.

Pros

It is an excellent tool for tracking the customer relationship because of its multiple channels and customizable tools.

Cons

It is not easy to use if you are not relevant with the SAP. However, after you are familiar with the interface everything is easier.

Pros

I like that it is easy to use and everything is in one place.

Cons

I don't dislike anything about this software.

Pros

The way it leads from real life to the workflow. The integration of activities and their implications in real time with the areas through the ERP. Speed as you can adapt, improve and learn on the go.

Cons

Nothing. I should only indicate that the possible failures are in the training. They must ensure that SAP teachers have knowledge of field and SAP technology. When this happens everything is really excellent

Pros

I think that the idea of SAP CRM is brilliant, a way to house and store data so that your company can really get a handle of data mining which theoretically would allow you to plan and be more proactive vs reactive.
Once you get the hang of the screens it is easy to understand how to accomplish what you're trying to input into SAP CRM.
The system is really set up to help you try and capture the most relevant information to your business.

Cons

As I said the idea of SAP CRM is brilliant but from my experience (and it could be the way my company chose to implement it) the use of so many different platforms that don't actually talk to one another is a ridiculous way to implement any data capturing tool. We had to export from two different systems of SAP CRM and then load it into a BIOD just to get the information to talk to each other and make any sense. And even then the project itself was a long and exhausting process because trying to figure out the language it speaks in the Order Entry system vs. the Customer Inquiry system isn't the same and you have to force it to mesh the data together.
The screens are cumbersome and not user friendly. There are so many different ways you need to input information to get to the screen that you actually want you need a manual for literally everything you have to do because it takes that many steps.
I think SAP CRM would benefit from focus groups for their North American business partners. Not everyone does business the same but North America has big business's that would greatly benefit from this type of system if it were easier to understand and implement on a day to day basis.

Pros

Web-based product makes accessing from any computer simple. There are lot of features, which is also the biggest con as it makes it very hard to find what you are looking for at times. Hot links provide access to view customer master data, though it is typically hidden amongst random menus

Cons

Slow...The spinning wheel "Waiting" is it's own item to select when entering an IT ticket. It completely lacks intuitive menus - trying to find something would be simple if the menus were described better - but that is typical of German software, they think a different way than normal software flow, and make thing more difficult than they need to be - e.g. you have to click, then click, then click, then click again to finally get where you wanted to go. Unfortunately that is a normal process - you end up doing the same 5 clicks multiple times a day.

Pros

There are a lot of back end settings that make SAP CRM one of the best CRM software out there. It can be customized and tuned whether the organization implementing it is a utilities company or an FMC i.e. it caters the needs of all kinds of organization.

Cons

Need highly qualified personnel to implement the CRM. The scope of implementation has to be carefully and properly defined with proper documentation at each stage of implementation. Any undocumented modification can result in a lot of garbage in the system within no time.

Pros

A few things in my opinion. I used this CRM for 2 years because the company I was working on had implemented it as a partner.
I must say that as a discrete expert of CRM software this is the absolute worst that I have ever used.
And for what it costs, I really don't think it's worth it.

Cons

Limited functionality, especially considering the cost per license.
Quite closed system, difficult to integrate with third-party systems.
Assistance almost non-existent, slow and non-conclusive.

Pros

Support ticketing option is a nice feature. Works great in a bigger companies. The response of a support engineer is another topic.

Cons

Very slow software. Often crashes under heavy usage on the same page. Mobile support not done properly.

Pros

The hybris application have lack of clarity and more features inbuilt and inefficient solution and improve the optimization of your business.

Cons

I have not yet identified the failure of my application or organization level. it boosting my skill as well as improving the lot of additional feature. The one thing needs to delivery new add-ons on quarterly basis

Pros

SAP offers a lot of features than can address most of the possible business cases.

Cons

The User Interface and User Experience is on a very low level - the interfaces seem to be very outdated when compared to the modern competitors.