Gartner Research

Evaluate SAP CRM Applications for Each Business Domain Based on Required Process Capabilities

Published: 03 February 2014

ID: G00259467

Analyst(s): Michael Maoz, Gene Alvarez , Kimberly Collins, Robert P. Desisto

Summary

SAP has numerous CRM applications across sales, marketing and customer service as part of its CRM suite. CRM clients and prospects must carefully evaluate them to be sure they meet their customer process requirements.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Consider SAP Sales Applications for Both Cloud and On-Premises Deployments
    • SAP Sales
    • Sales Performance Management
  • Consider SAP Marketing Applications for Their Improved Functionality and Ease of Use
    • IMM
    • Campaign Management
    • MRM
    • Lead Management
    • SaaS Marketing Applications
  • Evaluate SAP Customer Service and Support Applications Based on Functional Requirements, Volume and Complexity
    • Field Service Management
    • Web Customer Self-Service
  • Understand the Hybris Commerce Suite to Assess Capabilities for Your Organization

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