SAP Customer Experience, SAP S/4HANA, or a hybrid solution?
Discover the available options, their capabilities, and choose a system tailored to your development strategy.
The world of CRM systems is changing faster than ever. SAP CRM, long valued for its stability and extensive functionality, is giving way to modern, flexible solutions adapted to the realities of digital business.
If you’re planning a migration, you now have more options than ever.
Implementing solutions from the SAP CX family (SAP Sales Cloud, SAP Service Cloud, Emarsys)
Migrating to S/4HANA and implementing SAP S/4HANA Sales and/or SAP S/4HANA Service functionalities (On-premise, Cloud, or Private Cloud)
A hybrid solution (a combination of the above two)
Each of these paths involves different capabilities and challenges. Below is a brief comparison of the available options to help you make the best decision.
| Area | SAP CX | SAP S/4HANA (SAP ERP) |
|---|---|---|
| Architecture | Cloud-based solutions that easily integrate with SAP ERP systems through pre-configured packages provided by SAP. Integration with other SAP systems (e.g., SAP Analytics Cloud, SAP Commerce) and third-party systems – communication channels, contact centers, etc. | CRM functionalities as part of the ERP system – a single source of master data, no need for integration/middleware. |
| Sales Management | Advanced pre-sales and sales handling: visits, routes, call lists, surveys. Integration with SAP ERP processes: creating documents in SAP ERP, real-time view of ERP documents. Advanced AI features, mobility, integration with MS Outlook/Teams. | Basic presales processes (activity management, lead management, opportunity management). Sales processes as part of the SAP S/4HANA Sales module (formerly SAP SD). |
| After-sales Service Management | Advanced after-sales processes. AI features, chatbots, automation, omnichannel, SLA. | Basic post-sales features (similar to those in SAP CRM). |
| Marketing Automation | Emarsys – advanced marketing automation tool. | No support for marketing activities. |
| AI/Prediction | Advanced AI functionalities built into the tool. Integration with SAP CX AI toolkit. Advanced ML models (lead scoring, opportunity scoring, win prediction, etc.). Built-in Gen AI tools: email drafter, lead booster, etc. | AI functionalities available in SAP ERP (S/4HANA), e.g., SAP Joule. |
You want to largely retain the functionalities you're currently using, especially if you rely heavily on custom solutions.
You do not want to use cloud-based systems and prefer to have both ERP and CRM functionalities in a single system.
You use basic sales/post-sales processes and the functionalities available in SAP ERP are sufficient.
You want to use the latest functionalities and innovations, including those related to AI.
You are focused on omnichannel experiences.
You prefer cloud tools, easily accessible via native mobile apps.
You need an advanced Marketing Automation tool.
Ready-to-use, simplified integrations with SAP ERP and other systems
Built-in AI and real-time predictive analytic
A single source of customer data and history
Omnichannel and full mobility without compromises
Faster deployment of new offers and services
Workshops and current situation analysis
We identify the functionalities, business processes, and integrations in use that need to be taken into account in the future solution.
Functionality mapping
We compare current processes with the capabilities of target solutions (SAP CX, SAP S/4HANA), indicating equivalents and any potential gaps.
Migration scenarios
We develop a document comparing different transformation paths (CX, S/4HANA, hybrid model), their advantages, limitations, and technological requirements.
Solution recommendation
Based on the analysis and the client’s business goals, we support the selection of the most optimal approach.
SAP CRM migration concept document
We prepare the final document containing the chosen scenario, functional scope, and project action plan.
Contact us.
