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SAP CRM Comparison


  • The newly released SAP CRM 2007 interface is intuitive and easy to navigate.
  • SAP\’s commitment to its product line and its viability are evident through improvements in tools and tactical acquisitions (for example, Ingeneo and Wicom).
  • It has a strong understanding of the B2B customer service processes of its SAP Business Suite installed base in manufacturing and logistics services, and it is improving its understanding in utilities.
  • SAP supports end-to-end processes, such as bill of material, parts master, account and service ticket.
  • It has adequate internal development support for key customers.


  • Look to the availability of SAP CRM 2007 over earlier versions. It has unproven offerings in decision support, knowledge management, enterprise feedback management and collaboration tools.
  • SAP is largely untested in high-call-volume, large, B2C contact center environments, where voice over IP and CTI may be required.
  • Its SaaS delivery model is not gaining traction.
  • SAP\’s development tools on pre-2007 versions to extend and customize the application fall behind industry leaders.
  • It has limited support from the major external service providers in the customer service contact center area (for example, Accenture, Capgemini and IBM Global Services).