Salesforce and SAP are two reputed behemoths in the CRM world with comparable abilities, but there are some key differences that make the choice tricky. Here is my understanding and experience of the difference between SAP CRM (or SAP CX) and SalesForce in various aspects-

Main Purpose

SAP CRM

To provide a comprehensive cloud-based CRM solution that integrates with SAP ERP and other SAP business products to provide a complete business solution for every niche.

Salesforce CRM

To provide a simple cloud-based CRM solution that is notably innovative and customizable to fit all major industries.

Key Features

SAP CRM

Key features cover Opportunity and lead management, Sales performance management, Analytics and reporting, omni-channel support. It is reputed for end-to-end sales solution with SAP ERP integrations and advanced features that provide a more holistic approach.

Salesforce CRM

Salesforce CRM also provides opportunity and lead management, Advanced analytics and Omni-channel solutions. It supports marketing and sales operations and also comes with a convenient offline mode.

Pricing

SAP CRM

Relatively expensive with complex pricing options. You may find it particularly costly if implemented without expertise and efficiency.

SalesForce CRM

May be less expensive and easier to implement efficiently but its add-ons, premium features, and implementation costs can add up to comparable amounts.

Usability

SAP CRM

May require training and technical support due to higher complexity. Multiple large companies are known to successfully apply SAP CRM.

SalesForce CRM

Considered more user-friendly and easier to customize and use. It is used by a wide range of companies with a larger market share.

Innovation

SAP CRM

Developing new features tools like Leonardo and Joules to stay in sync with AI, ML and other developments. However, some users say its UI and features are outdated in appearance and usability.

SalesForce CRM

Known for fast innovation in the CRM niche while maintaining consistent usability and a modern interface.

Considered more user-friendly and easier to customize and use. It is used by a wide range of companies with a larger market share.

Long story short

If you are looking for an all-around solution with advanced features and smooth integration with overall business operations, SAP can be a great option. However, the higher complexity involved makes it important to seek expert help. Meanwhile, Salesforce may be a great option if you are looking for a simpler solution, typically on a small or medium scale.

So, neither is best in general. You need to choose the right option depending on your specific objectives, budget, expertise, and other unique factors.

What is your experience? Which is better and for what type of business?

submitted by /u/DarioPedol
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