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SAP

SAP CRM

Composite Score

8.4 /10

CX Score

8.7 /10

187 Reviews Write a Review

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What is SAP CRM?

A legacy software solution, SAP CRM provides marketing, sales, and service professionals with complete customer intelligence to manage relationships and customer-related processes. Their customer relationship management products enable you to define customers based on their industry and personalize the customer experience.

Company Details

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Awards & Recognition

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

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2 Top Rated Capabilities

1 Top Rated Features

Latest Award, 2026

2025 Data Quadrant Champion

2025

2 Top Rated Capabilities

0 Top Rated Features

2025

2025 Emotional Footprint Champion

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

Conflict Resolution

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.

85 Likeliness to Recommend

96 Plan to Renew

1
Since last award

82 Satisfaction of Cost Relative to Value

1
Since last award

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Emotional Footprint Overview

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.

+89 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?

2% Negative

7% Neutral

91% Positive

Pros

Reliable
Respectful
Helps Innovate
Fair

Feature Ratings

Average 80

Lead Management

Sales Management

Activity and Workflow Management

Telephony and Call Center Management

Collaboration

Customer Service Management

Account and Contact Management

Analytics and Reporting

Marketing Management

Quote Contract and Proposal

Mobile

Vendor Capability Ratings

Average 80

Breadth of Features

Quality of Features

Business Value Created

Vendor Support

Ease of Customization

Ease of Data Integration

Product Strategy and Rate of Improvement

Usability and Intuitiveness

Ease of Implementation

Ease of IT Administration

Availability and Quality of Training

SAP CRM Reviews

Noor S.

Role: Human Resources
Industry: Manufacturing
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Aug 2026

Powerful enterprise CRM with Deep SAP Integration.

Likeliness to Recommend

8 /10

What differentiates SAP CRM from other similar products?

It provide broad capabilities across sales, marketing, service, commerce, analytics and AI on an enterprise scale.

What is your favorite aspect of this product?

My favourite aspect of this product is it’s strong integration with SAP broader business ecosystem. It’s connects customer data with all the departments in one environment.

What do you dislike most about this product?

Talking about dislike, it is not easy to implement and involved complexity.

What recommendations would you give to someone considering this product?

I would recommend SAP CRM to large organisations that already using SAP.

Pros

Helps Innovate
Reliable
Performance Enhancing
Enables Productivity

Shubham v.

Role: Vendor Management
Industry: Retail
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Jun 2026

Data driven CRM at enterprise scale

Likeliness to Recommend

9 /10

What differentiates SAP CRM from other similar products?

SAP CRM integrates seamlessly with SAP ERP, supply chain, finance, procurement and manufacturing systems. This creates a unified customer view that combines sales data with operational and financial information.

What is your favorite aspect of this product?

My favorite aspect is the tight connection between customer data and operational business data . Sales, service, inventory, finance and supply chain teams can work from the same information .

What do you dislike most about this product?

The potential drawback of this product is user interface and usability are sometimes viewed as less intuitive than newer cloud native CRM platforms.

What recommendations would you give to someone considering this product?

SAP CRM is best suited for organization already invested in the SAP ecosystem or enterprises that require deep operational integration across departments .

Pros

Enables Productivity
Trustworthy
Respectful
Fair

Wendy H.

Role: Sales Marketing
Industry: Other
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Sep 2025

Improved customer interactions and experiences

Likeliness to Recommend

9 /10

What differentiates SAP CRM from other similar products?

I believe the deployment flexibility offered by SAP CRM makes it valuable than others, and also its extended CRM functionality is noteworthy.

What is your favorite aspect of this product?

SAP CRM is one of the best CRMs I have come across and worked on, as it has really helped with managing my customer interactions and improving their experiences while I was able to take my business to a new, higher level. It lets me automate all of my business processes and provides fast yet accurate, analyst-friendly insights. It also lets me and my customers access the CRM on our mobile devices.

What do you dislike most about this product?

SAP CRM does allow me to operate via a mobile device, but the mobile interface is slow and lacks intuitive UI interaction. Additionally, it has limited offline functionality on mobile devices.

What recommendations would you give to someone considering this product?

You can use SAP CRM alone, but I would recommend you to pair it with SAP Analytics Cloud for better insights and analytics, for sure.

Pros

Helps Innovate
Effective Service
Fair
Over Delivered

SAP CRM

What is SAP CRM?

Company Details

Need Assistance?

Awards & Recognition

2025 Data Quadrant Champion

2025 Emotional Footprint Champion

SAP CRM Ratings

85 Likeliness to Recommend

96 Plan to Renew

1 Since last award

82 Satisfaction of Cost Relative to Value

1 Since last award

Emotional Footprint Overview

+89 Net Emotional Footprint

How much do users love SAP CRM?

Pros

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

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

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

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

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).

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

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

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

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

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

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

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

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.

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.

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.

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.

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.

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

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.

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.

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

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

Noor S.

Powerful enterprise CRM with Deep SAP Integration.

Likeliness to Recommend

Pros

Shubham v.

Data driven CRM at enterprise scale

Likeliness to Recommend

Pros

Wendy H.

Improved customer interactions and experiences

Likeliness to Recommend

Pros

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1
Since last award

1
Since last award

Feature Ratings

Lead Management

Sales Management

Activity and Workflow Management

Telephony and Call Center Management

Collaboration

Customer Service Management

Account and Contact Management

Analytics and Reporting

Marketing Management

Quote Contract and Proposal

Mobile

Vendor Capability Ratings

Breadth of Features

Quality of Features

Business Value Created

Vendor Support

Ease of Customization

Ease of Data Integration

Product Strategy and Rate of Improvement

Usability and Intuitiveness

Ease of Implementation

Ease of IT Administration

Availability and Quality of Training