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Both SAP and Salesforce are known for their CRM capabilities, but since the first was mostly based on an on-premise system (only recently entering the cloud space) and the latter was an early mover as SaaS-based CRM, comparing them is an apples-to-oranges proposition.

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what sap is doing right in the crm space

What SAP is Doing Right in the CRM Space vs. Salesforce

Both SAP and Salesforce are known for their CRM capabilities, but since the first was mostly

based on an on-premise system (only recently entering the cloud space) and the latter was an

early mover as SaaS-based CRM, comparing them is an apples-to-oranges proposition. This said,

both platforms have their own pros and cons when applied to various aspects of business

operations. Below is a rundown of things that SAP does better than Salesforce and vice versa:

Customer Relationship Management for Sales – Both SAP and Salesforce offer very similar pre-

sales features such as leads, activities, opportunities, and so on, except that SAP has an upper

hand when it comes to providing customers with an SAP ERP-integrated end-to-end solution.

SAP Cloud for Customer can almost instantly be integrated with an on-premise ERP/CRM

system as the middleware can easily be acquired for SAP. Salesforce, on the other hand,

requires adapters to be built for integration, making it difficult to integrate with SAP ERP and

enable moderate to heavy customization.

Customer Relationship Management for Marketing – Since its acquisition of Exacttarget.com,

which is a cloud-based marketing company, Salesforce is able to fortify its cloud marketing

offering. Even then, SAP still makes for a better choice when it comes to end to end marketing,

although it does have issues with user experience. Salesforce provides better integration

capability and user experience with other cloud-based CRM, with valuable offerings such as

social media, email, and mobile marketing, but SAP is the better choice for complex

segmentation around transactional data and SAP BW integration. Other advantages of a SAP

based CRM for marketing include efficient budget planning, tracking of marketing expenses,

funds management, and campaign ROI tracking.

Customer Relationship Management for Service – SAP has clear advantages over Salesforce in

terms of service functionality providing users with an entire range of customer service

solutions, ranging from work order management to warranty and claims, parts allocation,

contracts, and even integrated billing.

Customer Relationship Management Analytics – SAP also stands out in terms of analytics. SAP

Cloud for Customer can very easily be integrated with BO and BI for richer and more

comprehensive analytics.

Other SAP advantages – Apart from these basic CRM functions, SAP offers a long list of other

functions and advantages that Salesforce lacks, such as ecommerce solutions (through Hybris),

RTOM, trade promotion management, claims, leasing, grantor management, BCM, and a host

of other industry solutions that set it apart from most other CRM tools in the market.