Gartner Research

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

Published: 27 March 2015

ID: G00275241

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

Summary

SAP has many CRM applications across sales, marketing, commerce and customer service as part of its CEC portfolio. IT application leaders supporting CRM must carefully evaluate each CRM application to be sure they meet their customer process requirements and business goals.

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 Broad Set of Integrated Capabilities and Expanding Vision
    • Integrated Marketing Management
    • Campaign Management
    • Lead Management
    • SaaS Marketing Applications
  • Evaluate SAP Customer Service and Support Applications Based on Functional Requirements, Volume and Complexity
    • CRM Customer Engagement Center
    • Field Service Management
  • SAP hybris Continues Its Evolution in the SAP Portfolio of Applications

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