SAP

SAP CRM

Composite Score

8.1 /10

CX Score

8.4 /10

168 Reviews Write a Review

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What is SAP CRM?

Provide marketing, sales, and service professionals with complete customer intelligence to manage relationships and customer-related processes. Our customer relationship management products enable you to define customers based on their industry and personalize the customer experience.

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Awards & Recognition

SAP CRM won the following awards in the Customer Relationship Management - Enterprise category

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2025 Emotional Footprint Champion

Latest Award, 2025

1 Top Rated Capabilities

0 Top Rated Features

2024

3 Top Rated Capabilities

1 Top Rated Features

2023

1 Top Rated Capabilities

0 Top Rated Features

2022

SAP CRM Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on SAP CRM.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

84 Likeliness to Recommend

1
Since last award

96 Plan to Renew

1
Since last award

81 Satisfaction of Cost Relative to Value

Product Experience

Negotiation and Contract

Conflict Resolution

Strategy & Innovation

Service Experience

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Emotional Footprint Overview

Product Experience:: 86%
Negotiation and Contract:: 80%
Conflict Resolution:: 88%
Strategy & Innovation:: 82%
Service Experience:: 87%

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+85 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love SAP CRM?

3% Negative

10% Neutral

87% Positive

Pros

Trustworthy
Fair
Reliable
Respectful

Feature Ratings

Average 80

Sales Management

Lead Management

Activity and Workflow Management

Account and Contact Management

Customer Service Management

Marketing Management

Collaboration

Analytics and Reporting

Quote Contract and Proposal

Telephony and Call Center Management

Mobile

Vendor Capability Ratings

Average 80

Quality of Features

Vendor Support

Breadth of Features

Business Value Created

Ease of Implementation

Ease of Data Integration

Ease of Customization

Product Strategy and Rate of Improvement

Ease of IT Administration

Usability and Intuitiveness

Availability and Quality of Training

SAP CRM Reviews

Princeton S.

Role: Public Sector
Industry: Consulting
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Dec 2022

A solid CRM solution

Likeliness to Recommend

10 /10

What differentiates SAP CRM from other similar products?

Salesforce and SAP CRM are frequently compared because of their long histories. We solely used Sales CRM, and it works well for us. Integration is one advantage I see over Salesforce. Sales CRM and SAP ERP are incredibly well-connected from the opportunity to the billing process. The leadership team can maintain track of the sales process thanks to SAP's analytics and the good mobile UI.

What is your favorite aspect of this product?

The organization directly benefits from adopting SAP CRM through the capabilities of sales force automation, contact management, partners, documents, pipelines, and time management. With the help of these features, we can manage business performance. The interaction center excels at giving customers a 360-degree view with ease. A variety of options to customize the solution to the organization's needs. It communicates effectively with several departments using the WM system. Making reports is beneficial.

What do you dislike most about this product?

Short downtime issues are a prevalent complaint from SAP CRM customers; these issues can happen at any time for no apparent reason. No matter what we ask of the SAP CRM support staff, these outages constantly occur without warning. Some reported bugs took SAP longer than usual to fix.

What recommendations would you give to someone considering this product?

It is very well suited for significant organizations that need to be synchronized and consistent with CRM solutions across multiple offices located in various locations. However, quick installations where money is an issue could make it a risky investment. SAP is a pain and a fantastic tool for our business. Although the learning curve is significant, once you understand how the system operates, the amount of data collected and the opportunities seem limitless.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Oliver K.

Role: Information Technology
Industry: Technology
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Oct 2022

Provides good case management from start to finish

Likeliness to Recommend

10 /10

What differentiates SAP CRM from other similar products?

is an end-customer solution that supports financial case management, To support users through service ticket/case management.

What is your favorite aspect of this product?

Automates lead distribution, does not allow duplicate leads, makes it easy to create campaign codes for marketing activities, allows leads to be assigned to partners, makes it easy to track progress and generate and view reports.

What do you dislike most about this product?

The interface is not the most modern or attractive, and it is a heavy tool.

What recommendations would you give to someone considering this product?

it is suitable for all types of businesses due to its wide range of functions and its strong integration with SAP and non-SAP products. You will have to decide whether or not you want to integrate the system with other SAP components before making any decisions.

Pros

Continually Improving Product
Efficient Service
Inspires Innovation
Saves Time

zebron O.

Role: Operations
Industry: Consulting
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Oct 2022

Never disappoints

Likeliness to Recommend

10 /10

What differentiates SAP CRM from other similar products?

SAP CRM comes with a free trial version that helps one to learn how it is used

What is your favorite aspect of this product?

I like the collaboration part of it as it helps in bringing together clients and colleagues for improved output

What do you dislike most about this product?

I love everything about this product

What recommendations would you give to someone considering this product?

This product is recommended for persons dealing with more communications to improve on their interactions with other customers or businesses

Pros

Helps Innovate
Continually Improving Product
Effective Service
Saves Time

SAP CRM

What is SAP CRM?

Company Details

Book a Free Demo Today!

Awards & Recognition

2025 Emotional Footprint Champion

SAP CRM Ratings

84 Likeliness to Recommend

1 Since last award

96 Plan to Renew

1 Since last award

81 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

Emotional Footprint Overview

+85 Net Emotional Footprint

How much do users love SAP CRM?

Chart

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Sales Management Lead gen, pipeline management, team & geography-based assignment. Compensation & contract management. Ability to pull customer data from the social cloud.

Lead Management Track and optimize prospective customers through lead generation, customer inquiry and capture, filtering, grading distribution, and contact/lead nurturing.

Activity and Workflow Management Text or code-based and visual workflow designers.

Account and Contact Management Customizable records with customer demographic information, account history, and billing information.

Customer Service Management Includes case and ticket management, automatic escalation rules, advanced resolution tools, multi-channel integration, and in-band response capabilities.

Marketing Management Multi-channel campaign management and analytics, budget tracking, click-to-lead capabilities, and social property management, keyword mining, and analytics.

Collaboration Includes ability to view, share and direct work between co-workers in real or near real-time.

Analytics and Reporting Includes historical & real-time dashboard visualizations, detailed & summary reporting and easy data extraction for data analysis.

Quote Contract and Proposal Includes web portals, quoting capabilities, order tracking and fulfillment, and rapid deployment templates for e-commerce sites.

Telephony and Call Center Management Computer-telephony integration for bringing call info into the CRM suite. Advanced call recording, scripting, queuing, and Interactive Voice Response (IVR).

Mobile Ability to support multiple devices, OSes and platforms using mobile optimized, HTML-based web access and/or native applications.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

SAP CRM Reviews

Princeton S.

A solid CRM solution

Likeliness to Recommend

Pros

Oliver K.

Provides good case management from start to finish

Likeliness to Recommend

Pros

zebron O.

Never disappoints

Likeliness to Recommend

Pros

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1
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1
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Feature Ratings

Sales Management

Lead Management

Activity and Workflow Management

Account and Contact Management

Customer Service Management

Marketing Management

Collaboration

Analytics and Reporting

Quote Contract and Proposal

Telephony and Call Center Management

Mobile

Vendor Capability Ratings

Quality of Features

Vendor Support

Breadth of Features

Business Value Created

Ease of Implementation

Ease of Data Integration

Ease of Customization

Product Strategy and Rate of Improvement

Ease of IT Administration

Usability and Intuitiveness

Availability and Quality of Training