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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

Ankit G.

Role: Finance
Industry: Consulting
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Oct 2023

A Systematic CRM Tool

Likeliness to Recommend

9 /10

What differentiates SAP CRM from other similar products?

The best thing about SAP CRM (7) is it will run on the web. It contains a lot of amazing features that aid with product analysis, product quotation administration, customer data management, and CRM offers. It enables you to keep all customer-related information in one location, offering a comprehensive picture of your consumers across many touch points.

What is your favorite aspect of this product?

Since I have been using that software for a utility project my favorite aspect was billing. Billing a customer is very efficient and user-friendly.

What do you dislike most about this product?

It is complex to adapt the tool to different organizations as it will depend directly on the operations and the type of products and services of each company.

What recommendations would you give to someone considering this product?

If you are looking for some complex abilities and highly integrated CRM tool then you can definitely consider SAP CRM

Pros

Trustworthy
Client Friendly Policies
Reliable
Saves Time

Cons

Less Productive
Less Transparent

Muhammad F.

Role: Finance
Industry: Education
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Oct 2023

Likeliness to Recommend

9 /10

Pros

Enables Productivity
Trustworthy
Transparent
Helps Innovate

Sujyothi N.

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

Validated Review

Verified Reviewer

Submitted Aug 2023

Its an old product now.

Likeliness to Recommend

6 /10

What differentiates SAP CRM from other similar products?

It is an old product now and SAP has release SAP BRIM SOM solution to replace CRM.

What is your favorite aspect of this product?

It is faster to user and learn

What do you dislike most about this product?

This product has now negligible customer support from SAP.

What recommendations would you give to someone considering this product?

This product can not be used alone as it requires other features integrated with SAP tool. SAP has moved CRM to SOM in S4 HANA and I would recommend users to move to the new solution.

Pros

Security Protects
Fair
Generous Negotitation
Helps Innovate

Cons

Less Efficient Service
Less Effective Service
Less Respectful

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

Ankit G.

A Systematic CRM Tool

Likeliness to Recommend

Pros

Cons

Muhammad F.

Likeliness to Recommend

Pros

Sujyothi N.

Its an old product now.

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