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The selection of CRM software (Customer Relationship Management) can sometimes look to be one hell of an impossible task. We have so many of them and the cost of getting some of this CRM software is not convincing at all. It’s like a Hercules impossible task. Nevertheless, there no need to worry, we are here to help you out just like how Hercules had help from Eurystheus. Considering that there are numerous CRMs to explore, we are going to discuss in detail the differences between Salesforce and SAP CRM.
Salesforce is a CRM solution that helps to unite organizations and their customers. It is an integrated CRM platform that provides every department of a business (including sales, commerce, marketing, and service) a holistic and shared view of its customers.
Systems Applications and Products in Data Processing (SAP) is the name of the ERP (Enterprise Resource Planning) software as well as the name of the company itself. It is a European multinational company that creates software solutions for customer relationships as well as managing business operations.
The Position of SAP and Salesforce in the SaaS Market
Recently, the software industry has seen a noticeable shift towards cloud-based implementation and SaaS (software as a service) model. This is because of its flexibility, reduced upfront costs, and easy implementation features. It has even been estimated by Gartner that the annual revenue of the global IT market will increase to $390 billion by 2020. This means it will have an annual growth of 17%.
The data revealed by the Synergy Research group from Q2 2017 showed the increase in enterprise SaaS to a rate of 31% annually to reach a quarterly revenue of almost $15 billion having collaboration as the prime growth segment. Microsoft maintains its number one position in the overall SaaS revenues having taken over about a year ago from the long-time market leaders. The acquisition of LinkedIn happens to be the main factor behind Microsoft’s SaaS boost. Nevertheless, in the CRM segment, salesforce continues to dominate the market.
Salesforce CRM and SAP CRM
Even though SAP and salesforce offer almost similar capabilities, SAP’s incorporation with its famous and powerful ERP system provides a competitive edge to the vendors. This is in cases the CRM buyer is already making use of SAP products for ERP. Hybris Sales cloud for sale is more fascinating to users who already have an SAP ecosystem. This is due to the ability to integrate SAP cloud with an on-premises SAP ERP/CRM. Salesforce, on the other hand, would have to have their adaptors developed to perform integration between salesforce and on-premise SAP ERP.
Lots of innovations have been made by SAP to all functionalities in the cloud which includes marketing, delivery, sales, and service. Presently, salesforce is more preferable in terms of app customization, cloud integration, and third-party extensibility.
With the recent improvements made by SAP, they won’t be far behind. One of the vital things to take into consideration is that it is not a binary decision for companies in choosing an ecosystem. It is not everything that goes to a cloud or perhaps, everything is on-premise as it is the hybrid approach that is very common today. Bearing this in mind, the ability of SAP to combine with on-premise on top of its extraordinary growth in the cloud positions SAP in a better place compares to salesforce for those who use hybrid (on-premise and cloud) environment.
Business intelligence (BI)
Business intelligence (BI) tools are gradually becoming famous as an additional model in business software. The reason why BI and business analytics enables users to collect detailed data and monitor KPIs of their day-to-day business operations is that it aids in making data-driven decisions for the long-term good of the company.
Salesforce’s paid add-on QlikView provides business intelligence which is beneficial with the ease of use and no reliance and minimal on IT for real-time analytics. By measuring pipeline trends throughout the sales cycle salesforce customers can drive sales efficiency and effectiveness at its peak. This can be using QlikView. Market campaigns can be planned and tracked to discover strategies for improvement. This can also be achieved by analyzing customer and lead data.
SAP doesn’t specialize in CRM alone compared to Salesforce. It integrates capabilities from SAP’s BI system with business objects such as KPI reporting. It can be directly used in SAP CRM without using a different BI system, but it limits its comprehensiveness in some cases.
Salesforce provides users an overall more powerful BI module. This is because it makes use of a different strong BI that blends perfectly,
Custom reports are one of the important features of BI. Lots of organizations may discover that the report template that has been previously built does not meet their needs, which makes been cable to generate specialized reports very important in business intelligence operations.
Dashboards and salesforce reports provide a real-time picture of your business at a peep. It gives room for the creation of pre-built or custom reports to collate data on KPIs such as rep performance, sales metrics, and conversion.
SAP has an easy-to-use interface that enables users to create or change interactive reports from the same screen. Reports can, therefore, be allocated to particular users or organizational units to ensure it gets to where it is supposed to get to. SAP’s role-based access aids in making data secured to organizationally appropriate roles. Comparing the reports between SAP and Salesforce, SAP’s report is more interactive and offer special assigning and access abilities than Salesforce.
Knowledge Creation Workflow
This is a way of saying a searchable database of information that is accessible to both internal and external users. This can be in the form of forums, video tutorials, and other information resources. This can serve as training material for your staff and can also help a customer find information.
Salesforce Knowledge is a knowledge base that enables users to be able to manage and create content called articles and also view and find the ones they need. It is very thorough and provides a forum that allows interactions involving tutorials, question and answer, and more. Also, it has a role-based access restriction in the sense that what the public can see is different from what internal users can see. Thus, giving room for multiple functionality and usage. it is comprehensive and user-friendly.
SAP CRM knowledge base function provides interaction center (IC) agents to look for documents, solutions, and cases in the database which can be forwarded via chat or email to a customer. Salesforce, on the other hand, offers a more user-friendly and comprehensive knowledge base for its users.
The SAP CRM vs Salesforce
The contest is a close, but analysts discovered that more individual features are being performed more by salesforce. Salesforce has the upper hand when it comes to better user experience and the ability to integrate with other cloud-based CRM. SAP has the edge when you use complex segmentation for your transactions. However, it is of utmost importance you keep in mind your requirements when searching for CRMs even though salesforce many not be the best CRM for every company.