SAP Customer Experience

Avantages

J’ai apprécié la modularité de l’outil.

Inconvénients

Je trouve que l’ergonomie de l’outil est perfectible

Avantages

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.

Inconvénients

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.

Avantages

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

Inconvénients

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

Avantages

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.

Inconvénients

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.

Avantages

SAP Customer Experience when integrated and implemented properly is incredible.

Inconvénients

The cost and implementation challenges can be costly and difficult.

Avantages

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

Inconvénients

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

Avantages

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

Inconvénients

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.

Avantages

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

Inconvénients

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

Avantages

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

Inconvénients

With SAP Customer Experience, everything has been smooth.

Avantages

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

Inconvénients

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

Avantages

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

Inconvénients

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

Avantages

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

Inconvénients

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

Avantages

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

Inconvénients

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

Avantages

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.

Inconvénients

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 envisagées 

Avantages

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

Inconvénients

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

Avantages

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

Inconvénients

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.

Avantages

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

Inconvénients

Training can be cumbersome and difficult to work through

Avantages

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

Inconvénients

Complex transaction codes, Poor UI, slow processing speed

Avantages

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.

Inconvénients

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.

Avantages

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

Inconvénients

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!

Avantages

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

Inconvénients

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

Avantages

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

Inconvénients

not adapted for small projects and business

Avantages

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.

Inconvénients

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.

Avantages

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.

Inconvénients

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.

Avantages

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

Inconvénients

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