Overview: Sugar CRM and SAP Customer Experience as CRM Category solutions.

Sugar CRM emphasizes a robust mix of sales, document and engagement management, making it suitable for large enterprises needing extensive custom reporting and integrations. SAP Customer Experience focuses more on engagement and relationship management, targeting mid-market and small businesses. Both solutions offer strong analytics and 24/7 support, but differ in industry emphasis and primary channels, with Sugar steeped in IT and manufacturing, and SAP leaning towards software and consumer goods industries.

Sugar CRM: SugarCRM is the #1 rated CRM platform, helping businesses create lifelong customers through intelligent tools. A demo can be requested to see how the platform handles the work.

SAP Customer Experience: SAP Customer Experience integrates solutions for marketing, sales, and customer relationship management, enhancing the customer journey from initial contact to purchase. Leveraging SAP C/4HANA®, it provides tools for data control, demand generation, personalized e-commerce, sales enhancement, and service optimization.

Sugar CRM and SAP Customer Experience: Best Use cases based on the customer satisfaction data

Sugar CRM

3.8

AI Powered

SAP Customer Experience

3.9

AI Powered

Key Capabilities Supported

Sugar CRM supports sales document and engagement management, and focuses on workflow and contact list management. It's ideal for users seeking comprehensive engagement with sales document intricacies. read more →

SAP Customer Experience excels in engagement and relationship management, with capabilities spread across sales documents and helpdesk management. It attracts users valuing continuous engagement and support structures. read more →

Business Goals

Sugar CRM aims to enhance customer relationships and help enterprises acquire customers. It is particularly useful for those seeking to scale best practices and improve ROI. read more →

SAP Customer Experience focuses on enhancing customer relationships and boosting sales. It also supports clients aiming to scale their best practices and grow market share. read more →

Core Features

The standout features of Sugar CRM include extensive data export and integration capabilities, with strong custom report functionalities for detailed insights. read more →

SAP Customer Experience provides rich analytics and superior integration, with a marked emphasis on AI-powered features that appeal to tech-savvy firms. read more →

Vendor Support

Sugar CRM offers robust 24/7 support accessible through chat, phone, and email, aligning with clients demanding around-the-clock assistance. read more →

SAP Customer Experience caters well with its 24/7 support, also providing varied support channels, appealing to businesses needing immediate solutions. read more →

Segments and Industries

Sugar CRM serves predominantly large enterprises, mainly in IT and financial services. It's better suited for businesses in regulated industries needing compliance. read more →

SAP Customer Experience is widely used by mid-market and small businesses, especially in software and consumer goods sectors, making it appealing for less regulated industries. read more →

Operational Alignment

Sugar CRM aligns with complex operational workflows in large businesses, offering scalability and flexibility for extensive data handling. read more →

SAP Customer Experience fits well into varied operational scales, accommodating greater flexibility and adaptability, especially for growing businesses. read more →

Applying your context and needs changes the comparison

Failure Risk Guidance?

Low Medium High

Compliance Risk

low

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low

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Security & Privacy Risk

medium

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medium

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Integration Risk

medium

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low

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Migration Risk

medium

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medium

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IT and Other Capabilities

Low
Medium
High

Ease of migration

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Data

Data Export

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Data Import

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Support

Chat Support

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Phone Support

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24/7 Support

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Email Support

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Others

Analytics

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Custom Reports

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AI Powered

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Most deployed common Use Cases for Sugar CRM and SAP Customer Experience

What solutions does Sugar CRM and SAP Customer Experience provide for Engagement Management?

Sugar CRM and SAP Customer Experience both enable organizations to track and manage customer interactions. Sugar CRM focuses on increased visibility into lead generation and follow-up, while SAP Customer Experience emphasizes data collection across all customer touchpoints to enhance customer retention. Sugar CRM's community and resources provide support for users, while SAP Customer Experience offers comprehensive dealer management capabilities. The limitations of these tools, however, include the need for technical expertise for installation and configuration.

"...Adding leads to the system is as easy as 1, 2, 3 and following up is very easy since there are very good notifications that could be sent to your email (which means they could be sent to your smartphone as well, hehe..." Peer review by Avishay "Jesse" S., CEO, Management Consulting

"...Able to see many details about your customer including locations, contact people and their phone and emailsAble to see customer interaction history such as all calls into call center and warehouses, interaction with inside sales reps, view return history, complaint history, order history...." Peer review by Verified User, Project Manager in Information Technology

What solutions does Sugar CRM and SAP Customer Experience provide for Sales Document Management?

Both Sugar Crm and Sap Customer Experience focus on managing sales documents, such as quotes and contracts. Sugar Crm emphasizes flexibility and a wide range of capabilities, including sales automation, project management, and marketing. Sap Customer Experience prioritizes integration with other SAP systems, enabling streamlined order processing and contract management. However, both tools have limitations, such as slower performance or outdated features in some areas.

"...If a quote is not revisited in 30 days, an automatic email reminder is sent to account rep/owner...." Peer review by Abigail Urry

"...The SAP CRM portion of it we use to keep track of our sales activities and leads, and is used for quoting as well...." Peer review by William Alvarez, Inside Sales Support Associate, Vinson Process Controls

How does Sugar CRM and SAP Customer Experience facilitate Contact List Management?

Sugar CRM and SAP Customer Experience both focus on managing contacts, leads, and accounts. Sugar CRM emphasizes customization and offers features like tracking contact interactions across different channels. SAP Customer Experience excels in managing complex customer relationships with multiple touchpoints and offers features for personalized marketing based on customer interactions.

"...Part number records, customer interaction, test cases, build info, you name it...." Peer review by Max P., Manager, Professional Services & IT, Computer Software

"...Gives visibility and clarity when looking at contact with customers/desired customers...." Peer review by Executive in Sales

What Are the key features of Sugar CRM and SAP Customer Experience for Helpdesk Management?

Sugar Crm and Sap Customer Experience both offer help desk management capabilities. Sugar Crm excels in customization, allowing users to create new modules and integrate with other departments. Sap Customer Experience emphasizes integration with existing systems, enabling companies to consolidate help desk tickets across different channels. However, Sugar Crm has limitations in providing out-of-the-box solutions for specific industry verticals, while Sap Customer Experience may struggle with user interface limitations for help desk functions.

"...It can help manage your customer base, keep track of relationships, and also manage your customer service portal. . ...." Peer review by Verified Reviewer, Information Technology and Services