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SAP

SAP CRM

Composite Score

8.4 /10

CX Score

8.6 /10

182 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 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

95 Plan to Renew

83 Satisfaction of Cost Relative to Value

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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.

+87 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

8% Neutral

90% Positive

Pros

Reliable
Respectful
Helps Innovate
Fair

Feature Ratings

Average 80

Lead Management

Sales Management

Activity and Workflow Management

Collaboration

Telephony and Call Center Management

Account and Contact Management

Customer Service Management

Analytics and Reporting

Marketing Management

Quote Contract and Proposal

Mobile

Vendor Capability Ratings

Average 81

Breadth of Features

Vendor Support

Quality of Features

Business Value Created

Product Strategy and Rate of Improvement

Ease of Customization

Ease of Data Integration

Ease of Implementation

Usability and Intuitiveness

Ease of IT Administration

Availability and Quality of Training

SAP CRM Reviews

Role: Vendor Management
Industry: Manufacturing
Involvement: IT Development, Integration, and Administration

Validated Review

Anonymous Reviewer

Submitted Sep 2024

Fantastic product

Likeliness to Recommend

10 /10

Pros

Helps Innovate
Continually Improving Product
Performance Enhancing
Enables Productivity

Omer E.

Role: Student Academic
Industry: Technology
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Aug 2024

Not bad, not great but good

Likeliness to Recommend

8 /10

What differentiates SAP CRM from other similar products?

Integration with SAP Ecosystem: One of SAP CRM’s strongest differentiators is its seamless integration with other SAP modules and enterprise solutions, such as SAP ERP, SAP S/4HANA, and SAP SuccessFactors. This deep integration ensures consistent data flow across various business functions and supports comprehensive end-to-end business processes.

What is your favorite aspect of this product?

My favorite aspect of SAP CRM is its integration with the SAP ecosystem. This deep integration allows for seamless data flow across various SAP modules and enterprise solutions, such as SAP ERP and SAP S/4HANA. It ensures that customer data and processes are synchronized across the organization, providing a comprehensive view of business operations and enhancing overall efficiency. This integration is particularly valuable for large enterprises with complex systems and processes, as it helps create a cohesive and unified approach to managing customer relationships.

What do you dislike most about this product?

One of the main drawbacks of SAP CRM is its complexity and steep learning curve. The platform’s extensive features and deep integration with other SAP solutions can make it challenging for new users to navigate and fully utilize all its capabilities. This complexity often requires significant training and may involve a longer implementation period compared to more user-friendly CRM systems. Additionally, the customization options, while powerful, can be overwhelming and may require specialized knowledge or external consulting to optimize effectively.

What recommendations would you give to someone considering this product?

Assess Your Needs Thoroughly: Clearly define your CRM requirements, including sales, marketing, customer service, and analytics needs. Ensure that SAP CRM’s features align with your business goals and processes. Understand the Complexity: Be aware of the platform’s complexity and the steep learning curve associated with it. Consider whether your team has the necessary expertise or if you’ll need additional training or consulting services to effectively implement and use SAP CRM.

Pros

Performance Enhancing
Inspires Innovation
Client Friendly Policies
Helps Innovate

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

Book a Free Demo Today!

Awards & Recognition

2025 Data Quadrant Champion

2025 Emotional Footprint Champion

SAP CRM Ratings

85 Likeliness to Recommend

95 Plan to Renew

83 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+87 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.

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

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).

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.

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.

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.

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.

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 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.

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.

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 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

Fantastic product

Likeliness to Recommend

Pros

Omer E.

Not bad, not great but good

Likeliness to Recommend

Pros

Wendy H.

Improved customer interactions and experiences

Likeliness to Recommend

Pros

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Feature Ratings

Lead Management

Sales Management

Activity and Workflow Management

Collaboration

Telephony and Call Center Management

Account and Contact Management

Customer Service Management

Analytics and Reporting

Marketing Management

Quote Contract and Proposal

Mobile

Vendor Capability Ratings

Breadth of Features

Vendor Support

Quality of Features

Business Value Created

Product Strategy and Rate of Improvement

Ease of Customization

Ease of Data Integration

Ease of Implementation

Usability and Intuitiveness

Ease of IT Administration

Availability and Quality of Training