SAP CRM Customer Reviews 2026 | Customer Relationship Management

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 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

84

Sales Management

83

Account and Contact Management

82

Activity and Workflow Management

82

Collaboration

81

Customer Service Management

81

Telephony and Call Center Management

81

Analytics and Reporting

81

Marketing Management

80

Quote Contract and Proposal

79

Mobile

67

Vendor Capability Ratings

Average 81

Breadth of Features

83

Vendor Support

82

Business Value Created

82

Quality of Features

82

Product Strategy and Rate of Improvement

82

Ease of Data Integration

81

Ease of Customization

81

Ease of Implementation

81

Usability and Intuitiveness

81

Ease of IT Administration

79

Availability and Quality of Training

79

SAP CRM Reviews

Charan S.

Role: Industry Specific Role
Industry: Telecommunications
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Mar 2024

Pricey yet powerful: An All-in-One CRM Solution

Likeliness to Recommend

9 /10

What differentiates SAP CRM from other similar products?

There are many alternatives available for SAP CRM but what really differentiates this tool is the SAP ecosystem as it can easily connect with other SAP tools like SAP ERP which can create a unified flow of data between customer interactions and core business processes. Another thing which makes SAP CRM unique is it's extensive customization options which is not available in other CRM tools.

What is your favorite aspect of this product?

I like the streamlined workflow of SAP CRM where it captures specific events which are triggered during customer interactions. SAP automates various customer interaction processes by defining a sequence of tasks based on pre-defined rules. It also offers pre-configured workflows for different business scenarios.

What do you dislike most about this product?

The major drawback of SAP CRM can be it's cost especially for small to mid sized organization. Apart from this, I couldn't find any other limitations in the product especially if you want to use it for large organization, it would be the best investment you can make for your organization.

What recommendations would you give to someone considering this product?

I would recommend this product for any large organization because of its huge customization options and functionalities, but if you can't afford to pay for SAP CRM then you can find many affordable alternatives but then you would have to compromise on some features also.

Pros

Helps Innovate
Reliable
Performance Enhancing
Efficient Service

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

Validated Review

Verified Reviewer

Submitted Dec 2023

"Comprehensive CRM solution with robust integratio

Likeliness to Recommend

8 /10

What differentiates SAP CRM from other similar products?

SAP CRM stands out for its robust integration with other SAP modules, providing a comprehensive end-to-end solution for customer relationship management.

What is your favorite aspect of this product?

As a machine learning model, I don't have personal preferences, but users often appreciate SAP CRM's scalability and customization capabilities for tailored business solutions.

What do you dislike most about this product?

I don't have personal opinions, but users sometimes express concerns about the complexity of SAP CRM's implementation and learning curve.

What recommendations would you give to someone considering this product?

Prioritize thorough training and consultation to maximize the benefits of SAP CRM's extensive features and ensure successful implementation.

Pros

Respectful
Helps Innovate
Reliable
Performance Enhancing

Avin R.

Role: Finance
Industry: Insurance
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Nov 2023

Best CRM product ever

Likeliness to Recommend

9 /10

What differentiates SAP CRM from other similar products?

SAP CRM is a customer relationship management tool that offers a range of features for managing various aspects of customer relationships. According to reviews, SAP CRM is well-suited for B2B and B2C relationship growth Compared to Salesforce, SAP CRM is perceived to have better customer support, but it may take more time and energy to resolve issues SAP CRM offers a range of product types, including material, service, warranty, financing, and intellectual property

What is your favorite aspect of this product?

the simple user interface of the product

What do you dislike most about this product?

the most disliked aspect of SAP CRM is its challenging implementation and usage, especially for those who are not experienced in high-end technology

What recommendations would you give to someone considering this product?

one can try out the product this is the best also time consuming for those new to technology

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

How We Deliver

Events

SAP CRM

What is SAP CRM?

Company Details

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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.

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

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.

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

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).

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.

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.

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.

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 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.

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

Charan S.

Pricey yet powerful: An All-in-One CRM Solution

Likeliness to Recommend

Pros

Sanjay Diyodra ©.

"Comprehensive CRM solution with robust integratio

Likeliness to Recommend

Pros

Avin R.

Best CRM product ever

Likeliness to Recommend

Pros

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Feature Ratings

Lead Management

Sales Management

Account and Contact Management

Activity and Workflow Management

Collaboration

Customer Service Management

Telephony and Call Center Management

Analytics and Reporting

Marketing Management

Quote Contract and Proposal

Mobile

Vendor Capability Ratings

Breadth of Features

Vendor Support

Business Value Created

Quality of Features

Product Strategy and Rate of Improvement

Ease of Data Integration

Ease of Customization

Ease of Implementation

Usability and Intuitiveness

Ease of IT Administration

Availability and Quality of Training