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Sobre o SAP Customer Experience

SAP - CRM is a cloud-based customer relationship management solution that helps small and mid-size businesses manage communication and interactions with existing and potential customers. It helps businesses to manage the sales...

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Relação qualidade/preço
4
Recursos
4
Praticidade
4
Suporte ao cliente
4

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199 de 199 avaliações
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Arvind kumar A.
  • Setor: Ócio, viagens e turismo
  • Porte da empresa: 10 000+ funcionários
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação
Relação qualidade/preço
5
Recursos
5
Praticidade
5
Suporte ao cliente
5

5
Avaliado em 17/12/2019

Easy to learn and work with, yet most powerful Java based eCommerce platform

Vantagens

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.

Desvantagens

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.

Scott M.
  • Setor: Hospitais e Saúde
  • Porte da empresa: 501-1000 funcionários
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação
Relação qualidade/preço
N/D
Recursos
5
Praticidade
5
Suporte ao cliente
N/D

5
Avaliado em 31/07/2020

Inventory management at its best

Vantagens

Once you have the correct access and TCodes SAP is a powerful beast. I use SAP daily to keep an eye on inventory locations and my team is able to refurbish service equipment using SAPs processes as well keep their time and materials used for said work.

Desvantagens

SAP isn't the prettiest software as I know that might sway someone one way or the other but if you are looking for a powerful tool then it is the industry leader. It is also very clicky and the learning curve to the software is a long one but once you do your tasks a few times you won't need your notes much.

Aneesh B.
  • Setor: Varejistas
  • Fonte da avaliação
Relação qualidade/preço
N/D
Recursos
3,5
Praticidade
4
Suporte ao cliente
3,5

3,5
Avaliado em 19/06/2015

An end to end solution with seamless integration capabilities

Vantagens

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.

Desvantagens

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.

Avaliador Verificado
  • Setor: Bens de consumo
  • Porte da empresa: 1001-5000 funcionários
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação
Relação qualidade/preço
4
Recursos
5
Praticidade
3
Suporte ao cliente
4

4
Avaliado em 20/06/2018

SAP is pretty versatile and cane accomplish many tasks beyond just a customer management...

The best benefits that I use it for is credit card processing as well as inventory management.

Vantagens

I really like that it can be used for many different things. We use it for everything from customer relation management to inventory tracking.

Desvantagens

The thing I like the least has more to do with the setup we have rather than the software itself. We have customized it so much that any support or looking online for help is useless.

Logan M.
  • Setor: Construção
  • Porte da empresa: 11-50 funcionários
  • Usado Diariamente durante 6 a 12 meses
  • Fonte da avaliação
Relação qualidade/preço
3
Recursos
3
Praticidade
3
Suporte ao cliente
3

4
Avaliado em 15/04/2019

A hearty program to organize details

Helpful but exhaustive.

Vantagens

SAP gives the user the ability to organize multiple operations and is transparently available to anyone in the company to view and edit if need be. Helpful for large companies to create and organize portfolios for individual transactions.

Desvantagens

I found SAP to be a steep learning curve as there are many steps to do just one thing. It is not very creative and can be more of an exhaustive step in the job process than a streamlined step. It communicates with multiple internal parts so one change in one part may affect another so being highly detail oriented is recommended for this program.

Erika D.
  • Setor: Transporte marítimo
  • Porte da empresa: 5001-10 000 funcionários
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação
Relação qualidade/preço
5
Recursos
5
Praticidade
5
Suporte ao cliente
5

5
Avaliado em 22/07/2020

SAP IS THE GREAT!

Improved all sales processes, customer service and support with accurate information stored in SAP

Vantagens

SAP CRM helps a lot in sales, customer service, sales analysis.

Desvantagens

It could be a little more agile depending on the company's internet

Syed saad Q.
  • Setor: Manutenção predial
  • Porte da empresa: 10 000+ funcionários
  • Usado Semanal durante Mais de dois anos
  • Fonte da avaliação
Relação qualidade/preço
4
Recursos
4
Praticidade
4
Suporte ao cliente
4

4
Avaliado em 28/10/2019

SAP CRM is powerful, but lagging behind

I was part of the implementation team that implemented SAP at my company and a consultant at 2 other clients. This is a powerful software that can transform company’s customer service if you follow best practices.

Vantagens

Configuring SAP is always challenging but CRM module is relatively easy. It’s web UI is Easy to use and highly recommended for companies running sap already.

Desvantagens

Tweaking or making new changes in a live system is both risky and difficult. If you are an expert in web interface and programming, it’s still easier.

Avaliador Verificado
  • Setor: Serviços financeiros
  • Porte da empresa: 1001-5000 funcionários
  • Usado Diariamente durante Mais de um ano
  • Fonte da avaliação
Relação qualidade/preço
5
Recursos
5
Praticidade
4
Suporte ao cliente
4

4
Avaliado em 21/12/2020

Very Compatible to user

Very much satisfied.

Vantagens

SAP CRM 7 hosted on web. That is most interesting thing.

Desvantagens

Sometime it run little slow as it is hosed on web so speed should be improved

Avaliador Verificado
  • Setor: Serviços de informação
  • Porte da empresa: 201-500 funcionários
  • Usado Diariamente durante Mais de um ano
  • Fonte da avaliação
Relação qualidade/preço
1
Recursos
2
Praticidade
2
Suporte ao cliente
1

3
Avaliado em 09/04/2019

Too much for too little

In the end I have to say that he did his job.
A normal CRM with standard functionality, considering that in 2019 there are less noble platforms, much more performing and definitely less expensive.

Vantagens

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.

Desvantagens

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.

Oscar M.
  • Porte da empresa: 501-1000 funcionários
  • Usado Semanal durante Mais de um ano
  • Fonte da avaliação
Relação qualidade/preço
5
Recursos
5
Praticidade
4
Suporte ao cliente
4

4
Avaliado em 21/05/2018

I think it is a great integrated tool, to manage all the processes of a company

Allow me to know a tool that is in all markets and large companies, as well as simplify the processes

Vantagens

It allows you to order and manage all the processes in a simple way, as well as being able to generate the different reports to know in detail the statistics of the different resources available to the company

Desvantagens

When all the systems of a company are not based on SAP, the development of the interfaces to integrate the data that works in both environments becomes very complex.

Avaliador Verificado
  • Setor: Serviços e tecnologia da informação
  • Porte da empresa: 11-50 funcionários
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação
Relação qualidade/preço
N/D
Recursos
5
Praticidade
5
Suporte ao cliente
5

5
Avaliado em 30/12/2019

One of the best commerce platform out there

I have found SAP hybris a complete package with all the relevant features required in any e-commerce application. A lot of third party integrations has made it more usable and integrated with other systems. It also has presence on SAP cloud.
So, overall its a good product.

Vantagens

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.

Desvantagens

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.

Krunal R.
  • Setor: Consultoria de gestão
  • Fonte da avaliação
Relação qualidade/preço
N/D
Recursos
4
Praticidade
2,5
Suporte ao cliente
4,5

4
Avaliado em 10/04/2015

An application that best suits external portal and UI users

Vantagens

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

Desvantagens

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.

Chris M.
  • Setor: Engenharia mecânica ou industrial
  • Porte da empresa: 501-1000 funcionários
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação
Relação qualidade/preço
N/D
Recursos
4
Praticidade
3
Suporte ao cliente
N/D

5
Avaliado em 24/10/2018

SAP CRM powerful tool, but huge.

Overall it is excellent to track customer concerns, questions, orders and contacts. It's just minor things like the time it takes to complete a task, and you have to search very specifically or you will get a lot of hits, or no hits at all.

Vantagens

SAP CRM is very useful for maintaining notes on customer issues, orders, etc. It will link directly with SAP, and now you can pull actual specs from SAP right in CRM. It makes customer interaction easier with 'tickets' if multiple people have to interact with a customer.

Desvantagens

CRM can be doggedly slow. It is a huge amount of information that it has to chug through, so it takes some time. Be careful not to hit the 'back' button at the top of the browser page like you usually do, or you may anger it. You have to click the tiny back button in CRM itself. The auto log out if you haven't used it for about an hour is kind of annoying.

Iván B.
  • Setor: Publicidade e marketing
  • Porte da empresa: 2-10 funcionários
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação
Relação qualidade/preço
5
Recursos
5
Praticidade
5
Suporte ao cliente
5

5
Avaliado em 14/01/2020

Description of SAP CCS CRM

SAP CCS (CRM) It is the most complete platform in the market. It adapts easily (implementation) to the cases of the electricity industry (which is my experience), from the commercial area, customer service and its perfect connection with the MM material modules and sales and distribution SD, ... FI ... I enter others. The workflow is really his strength."

Vantagens

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.

Desvantagens

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

Dipesh P.
  • Setor: Consultoria de gestão
  • Porte da empresa: 201-500 funcionários
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação
Relação qualidade/preço
5
Recursos
5
Praticidade
5
Suporte ao cliente
4

5
Avaliado em 11/06/2017

Customer focused comprehensive product by SAP

I would like to recommend this product to the business owners whose revenue is over a million dollars at least. Maintaining this product is easy.

Vantagens

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.

Desvantagens

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.

Sarah G.
  • Setor: Consultoria de gestão
  • Fonte da avaliação
Relação qualidade/preço
N/D
Recursos
3
Praticidade
2
Suporte ao cliente
2,5

2,5
Avaliado em 17/04/2015

Why SAP CRM is better when it works with others.

Vantagens

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.

Desvantagens

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.

José rafael B.
  • Porte da empresa: 501-1000 funcionários
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação
Relação qualidade/preço
4
Recursos
3
Praticidade
3
Suporte ao cliente
4

4
Avaliado em 24/05/2018

We had 3 years working with SAP to integrate it with an electronic commerce platform. It was a...

The benefits were economic. By being able to integrate it with an Opensource application of E-commerce we achieve the client's goal. We achieve the objectives and with that we increase our profits.

Vantagens

We improve our income as we integrate SAP ERP with new sales channels such as e-Commerce, managing to merge it with PRESTAHOP increasing revenues in the final customer.

Desvantagens

The high costs of each module of SAP make many companies migrate to other solutions, in our case the client preferred to integrate the solution with an E-COMMERCE Opensource instead of acquiring the license of the manufacturer's own module, since it was practically impossible to maintain over time for their prices.

Stephanie E.
  • Setor: Hospitais e Saúde
  • Porte da empresa: 5001-10 000 funcionários
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação
Relação qualidade/preço
5
Recursos
5
Praticidade
5
Suporte ao cliente
4

5
Avaliado em 29/12/2018

One of the best CRM Software to use for large companies

Hignly recommended. As stated above, this is one of the best CRM Software to use for large companies. I have used it with my last two employers and though there were a few changes, the software was still easy use.

Vantagens

This is one of the best Customer Relationship Management (CRM) Systems to use for large companies. It is very user friendly when assigning and updating projects. It is also very useful in documenting projects for yourself and anyone the reviews said projects in the future.

Desvantagens

Sometime the product numbers that are assigned can be very confusing. The number sequence can be off and cause a little confusion when searching in your own project list.

Jessica R.
  • Setor: Agricultura
  • Porte da empresa: 10 000+ funcionários
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação
Relação qualidade/preço
5
Recursos
5
Praticidade
3
Suporte ao cliente
5

5
Avaliado em 03/10/2017

Quite ROBUST!

Vantagens

SAP products are top of the line. Very robust, but I'd much rather have too much at my fingertips than not enough. Very convenient to have so much in one place, instead of disjointed in different tools. Absolutely love the software.

Desvantagens

Only thing I can say that could be seen as a negative is that it takes a while to "get down." For someone who has never used CRM before, it may take some extra care in training. But the wealth of information in one place is priceless. I'd rather take time training someone for this tool and have impeccable efficiency than easy training in multiple tools and sacrifice time.

Nurul amalina J.
  • Setor: Construção
  • Porte da empresa: 10 000+ funcionários
  • Usado Diariamente durante Mais de um ano
  • Fonte da avaliação
Relação qualidade/preço
4
Recursos
5
Praticidade
4
Suporte ao cliente
4

5
Avaliado em 12/05/2018

Truthfully user friendly.

Do consider how much your transactions and operations and also on the complexity level of your company, so that, it is worth of money to be using this software.

Vantagens

It is a value of money when it is being used for a company with complicated and huge transactions. The users able to customize by their own on the template or layout without having any assistance from the consultants unlike the other application. It is best to know that this software is best to promote paperless documentation and the users being able to work on it while staying at home.

Desvantagens

Since, this software is expensive and the process is complicated compared to the other simple software, it is not suitable to being used in a small company or a company that is having less operation and transactions.

Felipe P.
  • Setor: Telecomunicações
  • Porte da empresa: 5001-10 000 funcionários
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação
Relação qualidade/preço
5
Recursos
5
Praticidade
4
Suporte ao cliente
5

5
Avaliado em 13/11/2019

Complete CRM, needed for all media and large business

We use the software to control and manage activities and services. receipt of material, travel management control of managers, presentation of accounting documents. It is the most used software in the company.

Vantagens

the management of all services under sap's care. Basically we have access from the logistics, delivery and receipt of suppliers, from the accounting and financial of these contracts. All delivered competently by the system.

Desvantagens

Code-based transactions slow the system down at times, and the interfaces to sap-powered systems are also bad.

M. sohaib A.
  • Setor: Manutenção predial
  • Porte da empresa: 1001-5000 funcionários
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação
Relação qualidade/preço
5
Recursos
5
Praticidade
5
Suporte ao cliente
5

5
Avaliado em 21/11/2018

SAP CRM has everything an organization needs to deal with Customers

Vantagens

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.

Desvantagens

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.

Neha D.
  • Setor: Software
  • Fonte da avaliação
Relação qualidade/preço
N/D
Recursos
4
Praticidade
3,5
Suporte ao cliente
N/D

3,5
Avaliado em 12/08/2015

360 degree of customer with full SAP CRM cycle

Vantagens

It has most of the part in configuration side which is release with the new model. Most of the things are now based on wizard which helps to understand the creation perfectly with less chances of error. The vendor has already customize and provided solution in the form of standard codes so we can just use it to further customize the system based on the requirement given by the client. It has come up with new features which are easy to implement and less complicates.

Desvantagens

If the full lifecycle of SAP CRM(Marketing, sales, service) is implemented for any customer then it is always great because you don't have to depend on any other system for any other job. The thing which could be more better is the WebUi part, it could be something like webdynpro where everything is configuration and system populates everything for you.

Michael B.
  • Setor: Consultório médico
  • Porte da empresa: 1001-5000 funcionários
  • Usado Diariamente durante Mais de um ano
  • Fonte da avaliação
Relação qualidade/preço
4
Recursos
4
Praticidade
4
Suporte ao cliente
4

4
Avaliado em 19/04/2018

They are big for a reason - it's a functional and dependable system

You need to really understand the relationships of SAP before you start working in it, but even teaching database novices how to use SAP CRM is a pieces of cake for repetitious tasks.

Vantagens

The web interface is clean and easy to navigate. You don't need to remember alot of detail to figure out home to interact with records, contracts, vendors, price lists. The SAP GUI is a bit more detailed with more functionality. For navigating and editing individual records, it's wonderful.

Desvantagens

Price agreements and customer lists are not easy to export in batch. Lots of clicking to get through multiple contracts, which can end up taking more time than actual analysis of the data.

Dipesh P.
  • Setor: Bancos
  • Porte da empresa: 5001-10 000 funcionários
  • Usado Diariamente durante Mais de dois anos
  • Fonte da avaliação
Relação qualidade/preço
5
Recursos
5
Praticidade
5
Suporte ao cliente
5

5
Avaliado em 17/05/2018

Best CRM tool with vast features

Vantagens

In SAP CRM, there are various modules like Service, Sales, Marketing etc. Service module provides extensive features including service orders, service plans. You can manage your company's sales through Sales module. Marketing consists of lead, campaigns, loyalty management etc. It is a poweful tool for any large business.

Desvantagens

SAP CRM has WebUI, which is difficult to customize but easy to configure. You require a lot of SAP WebUI programming to enhance this WebUI.

199 avaliações