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SAP CRM vs SalesNow

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Our analysts compared SAP CRM vs SalesNow based on data from our 400+ point analysis of CRM Software, user reviews and our own crowdsourced data from our free software selection platform.

Overview Pricing Benefits & Features User Ratings Analyst Summary Screenshots
SAP CRM Software Tool
SalesNow Software Tool
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Product Basics

SAP provides a cloud-based customer experience suite built on the SAP C/4HANA framework, delivering marketing, sales, e-commerce, customer data and service capabilities. Features include sales automation, ABM, augmented intelligence, real-time data, multichannel campaigns and inventory management. Organizations can choose specific products for more focused functionality or implement all five to gain a comprehensive ecosystem.

Analyst’s Note: 

In addition to SAP’s cloud products, it also offers SAP CRM, a well-established solution for clients looking to deploy on-premise. While SAP currently supports the on-premise version for thousands of customers, has continued to release product enhancements and hasn’t yet indicated any plans to sunset the product, it’s possible that may change.

As of November 2019, SAP’s Director of Product Management stated that SAP may choose to forego extension of mainstream maintenance beyond the current guarantee of 2025. Assuming that remains the case, he recommended new customers avoid looking into SAP CRM and instead consider S/4HANA (for those in need of ERP functionality as well) or C/4HANA (for those interested specifically in customer experience capabilities).

In light of this, our analysis focuses solely on C/4HANA’s cloud products.
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SalesNOW is a mobile and web-based platform that helps nurture customer relationships. Designed for sales and service reps, it helps increase management visibility, enhance the sales team’s effectiveness, optimize reporting and access visual reports. Customer service, lead management, its product database, consulting services and email integration are some of its notable strengths.
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$19.95/User, Monthly
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Chromebook
Windows
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Linux
Android
Chromebook
Cloud
On-Premise
Mobile
Cloud
On-Premise
Mobile

Product Assistance

Documentation
In Person
Live Online
Videos
Webinars
Documentation
In Person
Live Online
Videos
Webinars
Email
Phone
Chat
FAQ
Forum
Knowledge Base
24/7 Live Support
Email
Phone
Chat
FAQ
Forum
Knowledge Base
24/7 Live Support

Product Insights

  • Single Customer View: Create personalized experiences by leveraging data from multiple channels and continuous updates for new interactions. A dashboard displays information from sources such as CRM, ERP, social media and more. Conduct granular analysis for sentiment engagement, customer journey insights and more via filtering. 
  • Budget Planning: View graphical budget totals for different regions, analyze historical data and drill into specific budgets to make adjustments. Summarized campaign views allow detailed planning for marketing spend. Integration with procurement and finance tools provides a status overview in real time. 
  • Audience Identification: See which contacts are best to target with campaign targets and which are ready to buy immediately. Assess the locations and interests of various customer segments with a global map and tag cloud. Easily create segments using a drag-and-drop interface. 
  • Multichannel Campaigns: Leverage trigger-based campaigns across social media, paid search and more with a range of messages to more accurately target audience interests and stages. Real-time metrics give insight into campaign performance, enabling in-campaign adjustments that improve ROI. 
  • Centralized Inventory View: Receive a comprehensive view of inventory and track all new orders and their accompanying details, such as delivery mode, pickup location and status. Give customers the ability to buy online and pick up or return in-store. 
  • Unified Customer Experience: Drive 24/7 support across all channels with AI-based chatbots that have advanced language processing to facilitate natural conversations. Customer service agents have access to the chat thread for full context in case of a query transfer, as well as a single UI to simplify activities. Integrate with SAP Commerce Cloud to provide chat, email, video chat and phone tools for online shops. 
  • Real-Time Insights: Cut costs and focus efforts on the most profitable campaigns via campaign performance analysis. Out-of-the-box reports show KPIs for key channels including email and Facebook, with a rich set of metrics available. 
  • Extensive Integrations: Extend functionality using the SAP Cloud Platform, which comes with over 150 pre-built connectors and an extension factory. Build and deploy apps or use the 1,000+ apps developed by SAP partners. 
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  • Easy Implementation: Set up teams using multi-level team structure, determine security clearance for each individual and import data using custom utility or standard templates. The import tools help remove redundant records and share information about import progress, including which tools aren’t imported and why. 
  • Free Training: Free web-based training is available for team members. Resources include personalized web training for new hires and pre-recorded training sessions. 
  • Affordable: For a low price-per-user, its wide range of offerings include unlimited custom fields, 2 GB document storage, geolocation, advanced admin controls and in-depth sales insights. 
  • Improved Sales Performance: Provide a framework for collaborative sales efforts and improve productivity by eliminating redundancy, delays and confusion. Notify team members while assigning and sharing deals, tasks, cases and leads with them. 
  • Compact Lead Import: Gather leads from trade shows, purchased lists, seminars and web capture. Perform deduping to ensure clean data and perfect merging. Allocate the most promising leads to competent sales reps and track follow-up calls, activities and leads at every stage. 
  • Customized Services: The vendor offers customized consulting services according to modified requirements. An open REST API allows the consulting team or the development team to integrate the platform into both in-house and off-the-shelf apps. 
  • Loyal Customer Relationships: Resolve customer issues quickly and build profitable customer relationships and quality customer experiences. Ensure issues are resolved in a timely manner using escalations, automatic workflows, notifications, dashboards and reports. 
  • Improved Marketing Campaigns: Deploy campaigns and track their effectiveness directly from the platform and target particular market segments with specific campaigns. Monitor campaign responses closely and track ROI. 
  • End-to-End Lead Management: Efficiently manage leads from different sources by organizing and assigning them. Monitor all activities related to each lead to avoid redundancy and wasted efforts. Can also track and manage sales leads on mobile devices and capture leads from websites. 
  • Efficient Customer Management: Track client and prospect interactions in a centralized system. Monitor content, share important files with team members in real time, view the relationships between contacts and accounts, and leverage flexible modules like day planning, calendar integrations and custom activity records. 
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  • Lead and Account-Based Marketing: Offered in SAP Marketing Cloud and caters specifically to B2B environments. 
    • Includes visual tools such as a shared calendar for campaigns and a dashboard that displays budgets and costs in real time.
    • Provides intelligent scoring, profiling and geospatial data, showing which accounts to focus on.
    • Syncs account interactions with SAP Sales Cloud.
    • Uses machine learning to analyze contact behavior, classify and rank contacts, as well as spot segments with similar behavior.
  • Experience Management: This WYSIWYG tool supports web page creation and editing, as well as enables the creation of one design suitable for use on mobile devices, tablets and desktops. Includes the option to embed banners and promotions, along with personalizing different elements. 
  • Product Content Management: Offers a central interface for managing products and catalogs that can serve as a master product database. Equipped with bulk editing, support for multiple product attributes and multilingual functionality. 
  • Sales Automation: Provides a central platform for account and opportunity management that stores data in a single place for easy availability and increased visibility. Capabilities include quarterly revenue forecasting and lead scoring. 
  • Configure, Price, Quote (CPQ): Handles complex quotes via an intuitive interface. 
    • Allows sales reps to generate quotes quickly and supports a variety of price books for offering the most effective discounts.
    • Assists with onboarding via embedded intelligence and can guide reps toward products that customers are more likely to buy.
    • Includes margin protection guardrails and automatic approval triggers.
  • Sales Performance Management: Includes: 
    • Simple setup with a drag-and-drop interface.
    • Built-in rules library to compare, test and launch promotions and plans from one interface.
    • Calculations for a range of criteria, territories, teams or verticals.
    • Automatic calculation of bonuses and commissions.
    • A mobile app for reps, with a range of functionalities such as accelerators and a what-if calculator.
    • Augmented intelligence tool that prescribes recommendations for compensation plans.
  • Augmented Intelligence: Can be deployed without requiring the help of data scientists. Leverages AI and machine learning to automatically detect outliers, make selling suggestions that boost revenue and more. 
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  • Cloud-Hosted: Accessible from any web browser as and when needed, it offers online data access and training, setup and user provisioning, nightly backups, database maintenance, flexible licensing and technical support through phone and email, along with automatic upgrades. 
  • Account Customization: Customize fields and modules to match business needs. Customize the default deal stages — qualified, unqualified, committed, differentiated and closed — and associated sales probabilities to fit existing processes. Add multiple revenue streams to track different products and quantities. 
  • Knowledge Base: Find quick and relevant answers to questions. Once cases are created and categorized, they’re assigned to support reps and managed through the predefined case workflow. Monitor cases using unique case numbers and look for red and yellow color-coded cases that aren’t closed within deadlines. 
  • Sales Management: Monitor sales pipelines, deal statuses and team members’ activities in a central place. Share deal and customer records with sales reps and assign tasks, calls or meetings to suitable candidates. Analyze sales data using specific attributes such as deal status, custom field data and type of sale. 
  • Automated Notifications: Automatically sends notifications for opening and closing cases to various groups. Templates are available in multiple languages to cater to different customer groups. 
  • Product Listing: Set product status to active or inactive, store standard fields such as price, quantity, dimensions and size, and associate products with different suppliers. 
  • Reports and Dashboards: Visual sales dashboards offer snapshots of team performance, while sales insights include reports on forecasts and individual members’ activities. Add customized dashboards to check sales funnels, receive real-time updates and get reports from custom fields. 
  • Email Integration: Integrations with major email clients such as Gmail and Outlook help gather relevant information about accounts, leads and deals. Connect email campaigns to leading marketing programs such as Constant Contact and AT&T Messaging Toolkit. Additionally, real-time chat functionality is available. 
  • Product Module: Get a 360-degree view of all products including associated suppliers, brochures and other documents. Search and organize solutions with up to three levels of categorization. 
  • Lead Conversion:  Convert leads into opportunities and get a glance of related information including meeting notes, emails, call notes, attachments and more from the deal records. Follow each deal to identify inactive leads and know about the time taken for follow-ups, number of converted leads and more. 
  • Quotes and Sales Orders: Create sales orders and quotes directly from deal records. Merge quote data with customer information to create official quotes, and then save those as attachments to deal records. 
  • Chat Support: Stay connected with customers using chat, communicate with team members in real time and gather valuable insights to collaborate on critical deals. Access old and new chat sessions from mobile. 
  • Mobile: Available on iOS, Android and Blackberry, it offers a lot of web features and native mobile functionalities. Allows direct integrations with the email, calendar, contacts, map and camera apps on various devices. Local data storage enables seamless offline work. 
  • Lead Source Tracking: Create a customized list of lead sources, link them to campaigns to track their success and get valuable insights into lead generation programs in real time. 
  • Custom Filters and Fields: Define custom fields within contact and account records to enter, find and sort relevant information. Narrow down searches using attributes such as industries, zip codes and more. 
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Product Ranking

#52

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CRM Software

#51

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CRM Software

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User Sentiment Summary

Good User Sentiment 516 reviews
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76%
of users recommend this product

SAP CRM has a 'good' User Satisfaction Rating of 76% when considering 516 user reviews from 5 recognized software review sites.

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4.9 (14)
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3.5 (204)
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4.1 (167)
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4.4 (21)
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3.6 (110)
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Synopsis of User Ratings and Reviews

Reporting: It’s possible to create high-quality micro and macro reports for all customers and for internal control, according to 63% of users mentioning reporting.
Integrations: The ability to leverage operational reporting and seamless, intelligent integration with ERP and a business warehouse aids productivity, as observed by 66% of users referring to integrations.
Tracking: All user reviews of this feature indicated the software offers flawless tracking for high volumes of sales transactions.
Configuration and Customization: It’s possible to customize and configure according to business needs, as noted by 75% of reviews referencing these features.
Automation: It’s easy to automate and integrate customer contact activities, sales, marketing, and customer service, according to 83% of users who wrote about automation.
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Intuitive Interface: Users praise SalesNOW for its user-friendly design, making it easy to navigate and adapt to various business processes.
Customization: The software allows for tailoring to meet specific business needs, ensuring a personalized experience for users.
Affordability: SalesNOW is lauded for its cost-effectiveness, especially when compared to competitors, making it a budget-friendly choice for businesses.
Strong Customer Support: Users consistently highlight the responsiveness and helpfulness of the support team, contributing to a positive overall experience.
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Not Budget-Friendly: The platform’s implementation is costly compared to competitor products, and 63% of users who mention cost suggested maintenance is also expensive.
Not User-Friendly: The software isn’t very flexible and is difficult to learn, as observed by 58% of reviews mentioning this aspect.
Inefficient Workflow: The workflow is not very clean and efficient, and it takes considerable effort, time and money to implement actions, according to 63% of users who reference this feature.
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Performance Issues: Users have reported occasional slow loading times which can hinder productivity.
Limited Business Card Scanning: The software's business card scanning feature has limitations, potentially requiring manual data entry.
Navigation Challenges: Some users find navigation within certain areas of the platform to be cumbersome and not intuitive.
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SAP’s CRM products provide a rich set of features to aid the customer lifecycle. Users highly approve of its seamless integration, tracking and reporting features. Additionally, automation makes work easier and enhances productivity. However, using workflows can be time-consuming, and the software isn’t very intuitive. It’s also very pricey to implement. It’s best suited for companies, particularly enterprises, with heavy sales, marketing and delivery usage, as well as advanced, complex needs.

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Users consistently applaud SalesNow for its user-friendly interface, making it a breeze to navigate and tailor to their specific needs, much like a well-organized toolbox that simplifies daily tasks. This ease of use, coupled with its affordability, positions SalesNow as a compelling choice for businesses seeking a practical CRM solution without breaking the bank. Users particularly appreciate the seamless integration options, allowing them to connect with existing tools and streamline their workflows. However, some users have expressed concerns about the email functionality, finding it less intuitive than desired, and the mobile experience on iPhones, which has been reported to be less polished compared to other platforms. A standout feature consistently highlighted in user reviews is SalesNow's exceptional customer support. Users rave about the responsive and helpful nature of the support team, who go above and beyond to assist with any queries or issues. This personalized touch sets SalesNow apart from competitors and provides users with peace of mind knowing that help is readily available. Overall, SalesNow emerges as an ideal CRM solution for small to medium-sized businesses looking for an intuitive, budget-friendly platform with stellar customer support. Its strengths lie in its simplicity, affordability, and exceptional support, making it a practical choice for businesses seeking a reliable CRM solution to enhance their sales processes.

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