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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

Charlotte R.

Role: Information Technology
Industry: Technology
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Mar 2023

Unlocking the Power of SAP CRM.

Likeliness to Recommend

9 /10

What differentiates SAP CRM from other similar products?

It is an excellent tool for managing various aspects of customer relationship management. It offers features such as order management, customer management, invoice management, shipping management, and customer-based targeting all in one platform, which makes it very convenient to use.

What is your favorite aspect of this product?

It integrates well with other SAP solutions and third-party applications. It also offers multichannel support, which is essential in today's digital marketplace. The advanced analytics and reporting functionality is another significant advantage as it provides a centralized repository for customer data and enables improved data management and reporting capabilities.

What do you dislike most about this product?

SAP CRM can be quite challenging to implement and use, especially for those who are not experienced in high-end technology. Additionally, the program is not very user-friendly and simple tasks often require multiple steps.

What recommendations would you give to someone considering this product?

SAP CRM is an excellent application for managing customer relationships and developing a business strategy. It is especially useful for social media marketing and integrating with other software platforms to customize business processes.

Pros

Reliable
Trustworthy
Unique Features
Effective Service

Michael B.

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

Validated Review

Verified Reviewer

Submitted Mar 2023

Best commercial customer data management software

Likeliness to Recommend

9 /10

What differentiates SAP CRM from other similar products?

SAP CRM's offerings, which include cost management, sales reporting, operational operations, marketing, and finance-related business processes, all contribute to an enhanced customer experience. Excellent technical and service assistance aids consumers in making full advantage of a product's capabilities.

What is your favorite aspect of this product?

One of SAP CRM's strongest points is its adaptability and ease of use in facilitating the incorporation of unique business processes into existing setups. It was useful for keeping track of things like sales, marketing, finances, team efficiency, and questions from clients.

What do you dislike most about this product?

For some reason, not all of the upgrade-release displays are modifiable. Changing colors during bespoke development is difficult due to a lack of available established themes. Compatibility issues arise while attempting to join SAP CDC and SAP CRM.

What recommendations would you give to someone considering this product?

Improves customer service, sales productivity, analytics, and reporting; can be used independently or in conjunction with other SAP products; user-friendly.

Pros

Enables Productivity
Efficient Service
Acts with Integrity
Helps Innovate

Abdulwaris G.

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

Validated Review

Verified Reviewer

Submitted Oct 2024

I like the automated lead capturing module

Likeliness to Recommend

9 /10

What differentiates SAP CRM from other similar products?

Its simple to navigate interface

What is your favorite aspect of this product?

Its automated lead capturing feature from website, social and emails

What do you dislike most about this product?

Just the licensing renewal I think

What recommendations would you give to someone considering this product?

I would say give a try and see the amazing features it's got for you

Pros

Helps Innovate
Efficient Service
Client Friendly Policies
Altruistic

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

Charlotte R.

Unlocking the Power of SAP CRM.

Likeliness to Recommend

Pros

Michael B.

Best commercial customer data management software

Likeliness to Recommend

Pros

Abdulwaris G.

I like the automated lead capturing module

Likeliness to Recommend

Pros

Most Popular SAP CRM Comparisons

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Oracle PeopleSoft CRM

Zoho CRM

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