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SAP

SAP CRM

Composite Score

8.4 /10

CX Score

8.6 /10

177 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 Data Quadrant Champion

Latest Award, 2025

2 Top Rated Capabilities

0 Top Rated Features

Latest Award, 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

1
Since last award

95 Plan to Renew

83 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.

+86 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

8% Neutral

89% Positive

Pros

Reliable
Respectful
Fair
Helps Innovate

Feature Ratings

Average 80

Lead Management

Activity and Workflow Management

Sales Management

Account and Contact Management

Collaboration

Customer Service Management

Analytics and Reporting

Marketing Management

Telephony and Call Center Management

Quote Contract and Proposal

Mobile

Vendor Capability Ratings

Average 81

Vendor Support

Breadth of Features

Quality of Features

Business Value Created

Ease of Data Integration

Ease of Implementation

Product Strategy and Rate of Improvement

Usability and Intuitiveness

Ease of Customization

Ease of IT Administration

Availability and Quality of Training

SAP CRM Reviews

Akari E.

Role: Industry Specific Role
Industry: Other
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Mar 2022

Engaging & understanding your customers in person

Likeliness to Recommend

8 /10

What differentiates SAP CRM from other similar products?

An easy to use client management experience. The tool provide integration options with all available platforms for maximum coverage. Engaging and understanding your customers in person, digitally or via cellular device. SAP CRM is a multichannel marketing platform that provide customer management solutions by large scale data analysis, Social Media and Online marketing, Loyalty programs and resource management utilities. The tools provides all data solutions related information preparation along with customer history, data analysis and perform actions as per available trends.

What is your favorite aspect of this product?

The tool is very beneficial for large scale as well as small scale businesses with support staff available in 139 countries around the world. It helps in cost cutting as it integrate all major tools which provide an all in one solution. Overall tool lacks in proper support related to CRM as the major tool provided by SAP is associated with supply chain and inventory.

What do you dislike most about this product?

SAP CRM with a wide range of features also a costly software poor user knowledge can not only decrease revenue but also causes an overall loss. The tool was basically build for inventory management and supply chain process due to which extension tools like customer engagement, sales process and relationship development is very difficult and sometimes unresponsive.

What recommendations would you give to someone considering this product?

Additional features includes traveling management (like ticketing, travel reimbursements and inventory). Expense management system and customer relationship management tool is also available. The tool is highly recommended for businesses that have a large suppliant chain networks as it can support inventory and supply chain management.

Pros

Helps Innovate
Unique Features
Effective Service
Appreciates Incumbent Status

Lorren B.

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

Validated Review

Verified Reviewer

Submitted Dec 2021

Stable, feature rich and strong customer support

Likeliness to Recommend

9 /10

What differentiates SAP CRM from other similar products?

Product stability, list of features that any strong CRM should have, and strong & fast customer support

What is your favorite aspect of this product?

Stable feature list, any feature you'll use is very stable even with a large set of data and strong customer support.

What do you dislike most about this product?

Implementation can be tricky. Costing is high.

What recommendations would you give to someone considering this product?

It is a very good CRM tool. If you are handling a large amount of data SAP CRM is very suitable for you.

Pros

Continually Improving Product
Reliable
Helps Innovate
Performance Enhancing

Anirvan C.

Role: Human Resources
Industry: Communications
Involvement: Vendor Selection and Purchasing

Validated Review

Verified Reviewer

Submitted Nov 2021

Hard to master!

Likeliness to Recommend

6 /10

What differentiates SAP CRM from other similar products?

Segmentation and multichannel campaigns are available.

What is your favorite aspect of this product?

Ease of use.

What do you dislike most about this product?

Certain tabs are complicated.

What recommendations would you give to someone considering this product?

It is hard to master so take your time.

Pros

Continually Improving Product
Performance Enhancing
Effective Service
Fair

Cons

Security Frustrates

Latest Research

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

1 Since last award

95 Plan to Renew

83 Satisfaction of Cost Relative to Value

1 Since last award

Emotional Footprint Overview

+86 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.

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

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.

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.

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

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).

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

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.

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.

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.

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 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 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

Akari E.

Engaging & understanding your customers in person

Likeliness to Recommend

Pros

Lorren B.

Stable, feature rich and strong customer support

Likeliness to Recommend

Pros

Anirvan C.

Hard to master!

Likeliness to Recommend

Pros

Cons

Most Popular SAP CRM Comparisons

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Title

1
Since last award

1
Since last award

Feature Ratings

Lead Management

Activity and Workflow Management

Sales Management

Account and Contact Management

Collaboration

Customer Service Management

Analytics and Reporting

Marketing Management

Telephony and Call Center Management

Quote Contract and Proposal

Mobile

Vendor Capability Ratings

Vendor Support

Breadth of Features

Quality of Features

Business Value Created

Ease of Data Integration

Ease of Implementation

Product Strategy and Rate of Improvement

Usability and Intuitiveness

Ease of Customization

Ease of IT Administration

Availability and Quality of Training