Executive Summary

  • This is the Brightwork Research & Analysis software rating series.
  • We rate both the software and estimate the risk of implementing each application.

MUFI Rating & Risk for SAP CRM

MUFI: Maintainability, Usability, Functionality, Implement ability

Vendor: SAP (Select For Vendor Profile)


Application Detail

SAP CRM is technically proficient and has good reporting. Luckily, for its CRM application, SAP does not rely upon the stodgy old SAPGUI (which is used for most other SAP products) for its CRM, which would probably have killed adoption of the application. SAP CRM is rated as below average in buyer satisfaction.

However, again, SAP is a laggard in the user interface area, but SAP CRM still ranks as one of the best user interfaces that it offers, along with SAP Business One. SAP CRM takes the longest of any of the CRM systems that we have tested concerning performing tasks. Furthermore, the logic of the setup of the interface does not hold together well – it is simply a series of tasks. Does it need to be reemphasized at this late date how crucial it is to make CRM systems easy to use to expect to capture quality data from the sales force?

SAP CRM is one of the few CRM applications that is challenging to configure. Considering how simple CRM functionality is, and how there are many applications on the market that are quite easy to configure, this is a significant disadvantage. This translates into SAP CRM, as with most SAP applications, having the longest estimated implementation time of any application. It has the highest maintenance load, and the highest TCO – substantially more than even Oracle – if it were not for the fact that most SAP customers get SAP CRM for “free,” as will be discussed below.

SAP as normal lags the functionality of other CRM applications and buyers have to be willing to fall for the integration argument as well as the omnipresent recommendations from the major consulting companies. SAP CRM is essentially never purchased unless that company is also an SAP ERP customer – which tells one a lot about how competitive the solution is.

SAP makes many of these sales because they will often bundle the software in a way that fundamentally makes it appear free. Of course, the buyer must buy a lot of other SAP software to get this arrangement. Buyers who do have an interest in SAP CRM need to explore with SAP if they receive the licenses free of cost. Because if the license fee is not waived, our TCO calculations demonstrate that SAP CRM has one of the higher TCOs in the CRM space. As the financial returns of CRM systems are in serious question, the worst thing one can do is buy a top TCO application, as the likelihood of getting an economic return from the more expensive CRM applications is very low.

MUFI Scores

All scores out of a possible 10.

MUFI Scores

Search for the vendor in this table using the search bar in the upper right of the table. Shortening Key: 
  • Ma. = Maintainability
  • Us. = Usability
  • Fu. = Functionality
  • Im. = Implementability
Average Score for Big ERP5. ERP
Average Score for CRM6.
Average Score for Small and Medium ERP8.386.78.5Small and Medium ERP
Average Score for Finance8.88.888.8Finance
Average Score for Demand Planning7.67.277.1Demand Planning
Average Score for Supply Planning6.76.976.8Supply Planning
Average Score for Production Planning6.86.976.9Production Planning
Average Score for BI Heavy5. Heavy
Average Score for PLM77.26.87.3PLM
Average Score for BI Light7.78.798.3BI Light
Arena Solutions Arena PLM10101010PLM
AspenTech AspenOne48107Production Planning
Birst88.5108BI Light
ERPNext10107.510Small and Medium ERP
Delfoi Planner866.57Production Planning
Demand Works Smoothie SP910710Supply Planning
Hamilton Grant RM1098.59PLM
IBM Cognos2.731.53BI Heavy
Infor Epiphany7865CRM
Infor Lawson8767Big ERP
Intuit QuickBooks Enterprise Solutions9959Finance
JDA DM97.588Demand Planning
Microsoft Dynamics CRM2322CRM
NetSuite CRM6433CRM
Netsuite OneWorld7788Big ERP
Oracle BI4436BI Heavy
Oracle CRM On Demand4535CRM
Oracle Demantra533.54.5Demand Planning
Oracle JD Edwards World4136Big ERP
Oracle RightNow6745CRM
PlanetTogether Galaxy APS10101010Production Planning
Preactor8737Production Planning
QlikTech QlikView99109BI Light
Rootstock9899Small and Medium ERP
Sage X38878Big ERP
Salesforce Enterprise88.597.5CRM
SAP APO DP3432Demand Planning
SAP APO PP/DS2243Production Planning
SAP APO SNP3484Supply Planning
SAP BI/BW1.5242BI Heavy
SAP Business Objects32.573BI Heavy
SAP ECC336.53Big ERP
SAP SmartOps4475.5Supply Planning
SAS BI6.5796BI Heavy
SAS Demand Driven Forecasting7897Demand Planning
Tableau (BI)9101010BI Light
Tableau (Forecasting)10859Demand Planning
Teradata86.39.76BI Heavy
ToolsGroup SO99 (Forecasting)7897Demand Planning
ToolsGroup SO99 (Supply)56107Supply Planning

Vendor and Application Risk

Software Decisions Risk Defined: (See This Link for Our Categorization of Risk)

Buyers who purchase SAP CRM have a strong tendency to be “SAP shops,” who have often not performed their due diligence or run a proper software selection. SAP CRM is a middling application, but SAP sales build it up to be one of the best application in the CRM space, which it is not. Expectation management is therefore critical.

Likelihood of Implementation Success

This accounts for both the application and vendor-specific risk. In our formula, the total implementation risk is application + vendor + buyer risk. The buyer specific risk could increase or decrease this overall likelihood and adjust the values that you see below.

Likelihood of Application Implementation Success and Failure

Estimates are for a typical project. A specific implementation requires details from the project to make a project-specific estimate.

Search for the application in this table using the search bar in the upper right of the table.
ApplicationProb of Implementation SuccessProb of Implementation Failure
SAP Smartops0.390.61
NetSuite CRM0.460.54
Sugar CRM0.620.48
Base CRM0.910.09
SAP CRM0.350.65
Salesforce Enterprise0.720.28
QlikTech QlikView0.820.18
Tableau (BI)0.980.02
SAP Crystal Reports0.460.54
SAS BI0.760.24
Oracle BI0.350.65
IBM Cognos0.230.77
Infor Epiphany0.580.42
Microsoft Dynamics CRM0.260.74
Oracle RightNow CRM0.410.59
Oracle CRM On Demand0.360.64
SAP Business Objects0.320.68
SAP BI/BW0.250.75
SAP PLM0.290.71
Hamilton Grant RM0.890.11
Arena Solutions0.960.04
Delfoi Planner0.70.3
PlanetTogether Galaxy APS0.960.04
AspenTech AspenOne0.550.45
SAP APO PP/DS0.270.73
Demand Works Smoothie SP0.930.07
ToolsGroup SO99 (Supply)0.820.18
Demand Works Smoothie0.960.04
Tableau (Forecasting)0.90.1
SAS Demand Driven Forecasting0.820.18
ToolsGroup SO99 (Forecasting)0.860.14
JDA DM0.570.43
Oracle Demantra0.330.67
SAP APO DP0.280.72
Intuit QB Enterprise0.80.2
Microsoft Dynamics AX0.40.6
SAP Business One0.490.51
Sage X30.620.38
Infor Lawson0.580.42
Epicor ERP0.40.6
Oracle JD Edwards World0.310.69
Oracle JD Edwards EnterpriseOne0.360.64
SAP ERP ECC/R/30.320.68
NetSuite OneWorld0.650.35

Risk Definition

See this link for more on our categorizations of risk. We also offer a Buyer Specific Risk Estimation as a service for those that want a comprehensive analysis.

Risk Management Approach

Expectations must be lowered before the project kick off, and the scope must be conservative. Remember that the financial returns of CRM projects are quite dubious, and therefore it is, therefore, critical to not overpay for the implementation.

Finished With Your Analysis?

To go back to the Software Selection Package page for the CRM software category. Or go to this link to see other analytical products for SAP CRM.