10-second breakdown:
Perfect for larger businesses and one of the best overall CRM solutions, SAP CRM is a great solution if you’re looking for a long-standing veteran of the CRM industry.
SAP CRM is used in medium (51-1,000 employees) and enterprise companies (1000+ employees).
The good:
In larger businesses, the sales process can move through a lot of hands. SAP CRM makes it easy to transfer the process from marketing to sales without losing a potential account.
There’s a pretty small learning curve, and most users can go from never seeing a CRM to being able to comfortably input and retrieve intel within a few days.
Easily integrate other tools in the SAP suite of business products. A bonus if you are already a client of the company.
The bad:
If you are considering transferring from one CRM platform to SAP’s, there doesn’t seem to be an import or export feature.
Constantly needing to reload pages to get up-to-date information seems to be a decent frustration among users.
How it works:
SAP CRM has 4 main pillars of its program: Sales, Marketing, Service and Customer Interaction capabilities. The cool part about SAP is how modular the system is, in many of the packages we’ll discuss later you don’t need to pay for all of the capabilities. If your customer service department isn’t going to use it, why pay for customer interaction?
SAP CRM’s first core functionality, the Sales Capabilities, is designed to help you acquire and keep business through a flexible sales pipeline. There are plenty of account and contact management features to help you out like ‘Fact Sheets’ that provide you a quick view of all account information from every module, a single ‘Buying Center’ that shows you all key employees on a certain account and lots of different interaction history reports that show you in real-time all recent customer leads, activities, opportunities, quotes, orders and more.
The sales module also offers tons of analytics, including reporting, dashboards, business intelligence and advanced analytics. The business intelligence is especially best in class, you can get insight into your sales effectiveness and opportunities in your pipeline – all specialized for your specific role.
The second main function, Marketing Capabilities, is designed to help you develop and run marketing campaigns as well as keep track of leads. Marketing Capabilities lets you keep all related activities in one single CRM platform and view your entire marketing process. SAP CRM can help you accomplish that through tons of marketing resource management tools like planning and budgeting as well as loads of lead management tools like lead analytics and qualification.
There are also quite a few marketing analytics that come with the module like marketing optimization that can help you to identify the best offers for a specific group of people to maximize revenue. There’s also a special ‘marketing performance’ dashboard for executives included that gives a live view of all marketing activities for the day.
The ‘Service Capabilities’ are centered around customer service – keeping your retention rates high and providing great customer service. The module ensures that you keep consistent service across all communication channels including your call center and the web. It also plays into marketing a little bit with tools like service marketing campaigns that let you develop campaigns to your employees.
The customer service options are top shelf as well, the module logs and categorizes service history, service levels, warranties, service requests and customer complaints. Want to see how many complaints you received after you updated the home screen of your product? No problem, put in the date and take a closer look.
The last pillar is ‘Customer Interaction Capabilities’ and it’s a bit like the foundation that all of the others can build a house on. For example, if you have the customer service module, it lets you manage customer service interactions in things like life chat support and comes with advanced analytics to help management track your operations, identify trends and spot potential problems. If you use the marketing module, this one enhances it with features like utilizing outbound calling through the platform and e-mails.
If sales are more your thing, the interaction module lets you track activities and triggers follow-ups, you can even assign the follow-up activities to different team members.
Clear pricing for SAP CRM is hard to come by, you won’t find any quotes or even a comparison chart of the features anywhere on their website. Instead, SAP encourages you to give their sales team a call if you want to discuss getting started on their platform. They offer two main solutions for your convenience: cloud deployment and on-site setup.
On-site setup is a mix of outright purchasing of modules and licensing per month for support. There is little information you can glean from the website, but SAP is clear that you only pay for what you need, so if you need the sales capabilities but marketing and customer interaction are useless, you can opt for just the one module rather than the whole kit and caboodle.
All of the cloud-based solutions are priced per user per month, and they break it down into 8 different solutions based on your needs. The smallest package, SAP Digital CRM has a 30-day free trial as well. All 8 are highly diverse based on the size of your business and what modules you’re looking at purchasing. Instead of going through each option, it’s recommended to decide what you need then give SAP a call. You won’t find any prices or even a detailed list of what each package contains online.
Although it may not be startup friendly with a minimum user count for several packages, SAP CRM is a solid product with a long history that can act as a central pillar for all customer related data in your organization, it’s ready to handle as much as you can throw at it.
For complete rankings of all CRM software, go here.
via http://authority.org/crm-software/sap-crm/ http://waynejsimpson.tumblr.com/post/149213992616
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