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SAP

SAP CRM

Composite Score

8.1 /10

CX Score

8.3 /10

163 Reviews Write a Review

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.

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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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.

83 Likeliness to Recommend

95 Plan to Renew

81 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.

+84 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

9% Neutral

88% Positive

Pros

Trustworthy
Fair
Reliable
Respectful

Feature Ratings

Average 80

Sales Management

Lead Management

Activity and Workflow Management

Account and Contact Management

Marketing Management

Collaboration

Customer Service Management

Analytics and Reporting

Quote Contract and Proposal

Telephony and Call Center Management

Mobile

Vendor Capability Ratings

Average 80

Vendor Support

Quality of Features

Business Value Created

Breadth of Features

Ease of Data Integration

Ease of Customization

Product Strategy and Rate of Improvement

Ease of Implementation

Ease of IT Administration

Usability and Intuitiveness

Availability and Quality of Training

SAP CRM Reviews

Shivam K.

Role: Information Technology
Industry: Technology
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Jan 2023

One of the best management and planning software.

Likeliness to Recommend

10 /10

What differentiates SAP CRM from other similar products?

We were already using SAP ERP and we were quite happy about that. So we decided to go to SAP CRM and were surprised at the results. The most important thing with SAP CRM is that its integration with other SAP products that makes it more productive.

What is your favorite aspect of this product?

My favorite feature of this software is that I can schedule all of my tasks for the next one or two days. Additionally, I can use this to plan with all of my coworkers. It provides a solid foundation on which to develop a management system to boost my sales.

What do you dislike most about this product?

It's hard for people who are just starting to work on this software. Additional training must be provided to each member that results in time and money.

What recommendations would you give to someone considering this product?

It simplifies most of the work and increases productivity. I found solutions to issues like having a platform to generate work permits, which require three to four authority signatures before work can begin. I can keep track of all permissions, whether they have been completed or not.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Sunil L.

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

Validated Review

Verified Reviewer

Submitted Jan 2023

Great product by SAP

Likeliness to Recommend

10 /10

What differentiates SAP CRM from other similar products?

This product is really a very great asset for any organization, I personally supports many project for implementation administration for this SAP CRM product. This is a very nice tool to manage all customer relationship and also nice product to manage all the data and customer related information.

What is your favorite aspect of this product?

SAP CRM is giving opportunity to manage all the data related to customer relationship for all the sales and marketing, I personally created customized project to manage specific project related to customer database which leveraged many ways to support all the documentation related to customer.

What do you dislike most about this product?

I Personally do not find any specific dislikes as this product supports his value for money.

What recommendations would you give to someone considering this product?

With SAP CRM there are lot of possibility for automation which give extra value for money of this product which I personally advice to take this product.

Pros

Helps Innovate
Continually Improving Product
Performance Enhancing
Enables Productivity

Pranab M.

Role: Consultant
Industry: Transportation
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Jan 2023

SAP does not focus on their CRM product anymore

Likeliness to Recommend

6 /10

What differentiates SAP CRM from other similar products?

Easy integration with SAP business suite and other SAP products.

What is your favorite aspect of this product?

Easy integration with SAP business suite and other SAP products.

What do you dislike most about this product?

It's not easy to use. Not user-friendly for the business users. No more innovation.

What recommendations would you give to someone considering this product?

People who are interested to purchase CRM, should look for other options as well.

Pros

Enables Productivity
Security Protects
Trustworthy
Fair

Cons

Slower Product Innovation
Inhibits Innovation
Less Inspiring

How We Deliver

SAP CRM

What is SAP CRM?

Company Details

Need Assistance?

Awards & Recognition

2025 Emotional Footprint Champion

SAP CRM Ratings

83 Likeliness to Recommend

95 Plan to Renew

81 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+84 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

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.

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.

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.

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

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.

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.

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 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.

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

Shivam K.

One of the best management and planning software.

Likeliness to Recommend

Pros

Sunil L.

Great product by SAP

Likeliness to Recommend

Pros

Pranab M.

SAP does not focus on their CRM product anymore

Likeliness to Recommend

Pros

Cons

Most Popular SAP CRM Comparisons

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Title

Feature Ratings

Sales Management

Lead Management

Activity and Workflow Management

Account and Contact Management

Marketing Management

Collaboration

Customer Service Management

Analytics and Reporting

Quote Contract and Proposal

Telephony and Call Center Management

Mobile

Vendor Capability Ratings

Vendor Support

Quality of Features

Business Value Created

Breadth of Features

Ease of Data Integration

Ease of Customization

Product Strategy and Rate of Improvement

Ease of Implementation

Ease of IT Administration

Usability and Intuitiveness

Availability and Quality of Training