Microsoft Dynamics CRM vs SAP CRM comparison

Microsoft and SAP are both solutions in the CRM category. Microsoft is ranked #2 with an average rating of 8.1, while SAP is ranked #3 with an average rating of 7.8. Microsoft holds a 11.5% mindshare in CRM, compared to SAP’s 11.1% mindshare. Additionally, 92% of Microsoft users are willing to recommend the solution, compared to 83% of SAP users who would recommend it.

Microsoft Dynamics CRM

Read 76 Microsoft Dynamics CRM reviews

3,948 Views
3,846 Comparison Views

92% willing to recommend

SAP CRM

Read 43 SAP CRM reviews

3,697 Views
3,245 Comparison Views

83% willing to recommend

Microsoft Dynamics CRM

SAP CRM

Comparison Buyer's Guide

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Executive SummaryUpdated on Jan 12, 2025

SAP CRM and Microsoft Dynamics CRM compete in the customer relationship management category. Microsoft Dynamics CRM may have an upper hand due to its easier customization and integration within Microsoft environments.

Features: SAP CRM facilitates comprehensive functionalities, including lead management, integration with SAP ERP, and powerful analytics, with multitenancy for source integration like social media. Microsoft Dynamics CRM offers robust reporting and dashboards, seamless Microsoft ecosystem integration, and effective data management, with a reputation for easy customization.

Room for Improvement: SAP CRM faces criticism for its lack of flexibility, complex interface, and higher costs. Improvements are needed in user-friendliness, performance, and AI integration. Microsoft Dynamics CRM is noted for limited customization, integration challenges, and high costs for small businesses. Suggestions include better UI design, integration, and extensibility.

Ease of Deployment and Customer Service: SAP CRM is mostly on-premises with cloud options, offering responsive support varying by partners. Microsoft Dynamics CRM utilizes public cloud deployment for scalability, with accessible support but occasionally lacks promptness and resolution efficiency.

Pricing and ROI: SAP CRM is perceived as costly, suited for large enterprises, with a high upfront investment but rich features delivering long-term ROI. Microsoft Dynamics CRM offers competitive pricing in Microsoft settings, though high for smaller businesses, and both claim a positive sales impact and business process improvement.

To learn more, read our detailed Microsoft Dynamics CRM vs. SAP CRM Report (Updated: February 2025).

Buyer's Guide

Microsoft Dynamics CRM vs. SAP CRM

February 2025

Download the complete report

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Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Microsoft Dynamics CRM

Ranking in CRM

2nd

Ranking in Local Government CRM

1st

Ranking in Marketing Management

2nd

Average Rating

7.8

Reviews Sentiment

7.0

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (1st), Sales Force Automation (2nd)

SAP CRM

Ranking in CRM

3rd

Ranking in Local Government CRM

2nd

Ranking in Marketing Management

3rd

Average Rating

7.8

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of April 2025, in the CRM category, the mindshare of Microsoft Dynamics CRM is 11.5%, down from 14.0% compared to the previous year. The mindshare of SAP CRM is 11.1%, up from 10.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM

Featured Reviews

Rishabh Chhajer

Head IT at Dhani

Intuitive APIs, customizable design, but dashboards could improve

The most advantageous aspect of Microsoft Dynamics CRM is its periodic updates. Every quarter, Microsoft releases upgrades that address bugs and vulnerabilities. As a company governed by the Reserve Bank of India and SAP security regulations for our stock operations, we conduct periodic reviews of our applications, including Microsoft Dynamics CRM. Whenever we submit an audit report and identify bugs, we reach out to the Microsoft team for assistance. They assure us that the issues will be fixed in the next quarterly release. As a result, we have not experienced any outstanding bugs that have not been recorded or addressed.

Read full review

GodfreyNoel

Distribution Cordinator at Unilever Inc.

Excellent user experience with ease of use and reliable technical support

When SAP CRM does the maintenance, it can take a long time, which can impact business continuity because we have to wait for the maintenance team to finish their work. Maybe if SAP could establish how you can access the tool using a cloud-based environment that would be virtualization, that would be better.

Read full review

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"Microsoft Dynamics CRM is a comprehensive solution and is well-integrated into other Microsoft solutions, including ERP solutions. Additionally, it is feature-rich."

"It's a good solution for enterprise-level companies."

"When you have a vanilla, straightforward version, it is easy to use."

"The control that we have of a process and the ability to have everything recorded from the beginning to the end of the process have been the most valuable features."

"The support is brilliant. All OEMs are pretty helpful."

"The initial setup is very easy."

"The initial setup is pretty straightforward."

"The most valuable feature is that it's easy to use and can work with any Microsoft solution without problems."

More Microsoft Dynamics CRM pros

"SAP CRM has a good performance."

"The solution's contract management and product hierarchy features of SAP CRM are the most beneficial for our business operations."

"The most valuable feature for me is the flexibility to consolidate the products."

"The platform is highly scalable."

"The solution assists us in identifying what to send, what to offer, and what customers are buying."

"I have found the sales reporting feature specifically useful as it provides reporting and visualization which helps in decision-making. I use this to understand where to improve, which in-turn, helps generate sales."

"When we are using SAP CRM we receive more accurate results than using any other CRM system."

"The initial setup of SAP CRM was simple."

More SAP CRM pros

Cons

"The performance could be improved."

"I would suggest enhancements in customization and better integration for testing codes to improve the functionality of Dynamics CRM."

"The solution could have better dashboards and the Microsoft operating system could be more intuitive."

"Sometimes Microsoft's support can be difficult to contact, and it can take a while to get a response to a ticket."

"Microsoft Dynamics CRM can improve by adding more artificial intelligence. Additionally, they should add more modules, such as account-based management, that are available on other platforms such as salesforce.com."

"The manufacturing module could be improved. I would like to see customization in the next release."

"The installation was difficult. I'm not the person that implements the solution. However, to have the solution function in the correct way, the process can be difficult."

"Microsoft Dynamics CRM would be far superior if it had an analytical dashboard and AI-based systems."

More Microsoft Dynamics CRM cons

"The tool's installation on the cloud takes time, but it should be easier. One transaction takes around one to one and a half hours."

"There is a lot of missing data and data latency issues between the different modules of SAP CRM, which creates a lot of problems."

"Our users are using it primarily from their laptop browser and very few are using it on their mobile because the mobile is not that user-friendly."

"There could be some specific configurable options on the UI level to improve visibility."

"The integration of SAP CRM with the SAP platform is relatively easier as compared to any other third-party product. If you go for any other third-party product, you will have a lot of challenges in terms of integration."

"Previously, the SAP CRM used to use simple servers, but now SAP uses HANA. The problem with the HANA databases is their interoperability with other solutions. SAP CRM could improve by working better with other solutions."

"The navigation must be improved."

"The B2C features of SAP are strong, but they are not very known to the public and companies. They must make it more known for B2C applications or B2C use cases."

More SAP CRM cons

Pricing and Cost Advice

"It is a very comprehensive package. We get everything from Access to D 365. We get Microsoft's suite of tools. I'm not too sure about the pricing, but I can't imagine it being cheap."

"The solution is expensive."

"The price of the solution is good but could be cheaper."

"Microsoft Dynamics CRM is very affordable if you use the yearly subscription."

"On a scale from one to ten with one being expensive and ten being of great value, I would rate Microsoft Dynamics CRM at six on pricing."

"For the price of Microsoft Dynamics CRM, you receive a lot of comprehensive functionality. Additionally, it integrates very well. We pay approximately $100 a month to use the solution and we do not have any additional costs."

"The cost varies on multiple factors including customization and the number of users."

"Microsoft Dynamics CRM's price is too high."

More Microsoft Dynamics CRM pricing and cost advice

"There is a license required to use SAP CRM."

"SAP CRM costs approximately a couple of thousand a month."

"From the maintenance perspective, SAP CRM is quite expensive compared to cloud services because the current solution they're using is managed by us and we are hosting it on servers. There is the cost of hosting, and managing servers and applications. The overhead is substantial, but this solution is a legacy system. It will take some time for the customer to migrate out of it."

"The solution is expensive."

"As for the product licensing, we pay an annual fee. It's important to consider setup costs and licensing based on your organization's budget and needs."

"The pricing from SAP is good but it takes time to realize the investment."

"The product is expensive."

"We have to pay a yearly licensing fee for SAP CRM, which is expensive."

More SAP CRM pricing and cost advice

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Top Industries

By visitors reading reviews

Computer Software Company

12%

Government

11%

Financial Services Firm

11%

Manufacturing Company

Computer Software Company

12%

Manufacturing Company

10%

Government

Financial Services Firm

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

What do you like most about Microsoft Dynamics CRM?

The most valuable features of Microsoft Dynamics CRM are all the filters and possible reports.

See all answers

What needs improvement with Microsoft Dynamics CRM?

Costing might be a reason for concern. It could be an issue for the organization, or maybe not. It's uncertain.

See all answers

What is your primary use case for Microsoft Dynamics CRM?

I use the solution to manage the lead sales pipeline and enable the marketing department to maintain customer data.

See all answers

What do you like most about SAP CRM?

Getting the right information at the right time across different programs is important. These programs lack interaction between them. IPA is a good option to bring them together.

See all answers

What is your experience regarding pricing and costs for SAP CRM?

Every user needs to have a license.

See all answers

What needs improvement with SAP CRM?

One area for improvement is the security model, especially regarding records management retention and the audit and legal holds. Since we're in the middle of a cloud digital transformation, it's es...

See all answers

Comparisons

ServiceNow vs Microsoft Dynamics CRM

Compared 20% of the time

Salesforce Sales Cloud vs Microsoft Dynamics CRM

Compared 16% of the time

Siebel CRM vs Microsoft Dynamics CRM

Compared 10% of the time

Oracle CX Sales vs Microsoft Dynamics CRM

Compared 4% of the time

ServiceNow Customer Service Management vs Microsoft Dynamics CRM

Compared 4% of the time

More Microsoft Dynamics CRM Competitors

Salesforce Sales Cloud vs SAP CRM

Compared 25% of the time

Zoho CRM vs SAP CRM

Compared 12% of the time

Siebel CRM vs SAP CRM

Compared 10% of the time

Oracle CRM vs SAP CRM

Compared 9% of the time

monday.com vs SAP CRM

Compared 5% of the time

More SAP CRM Competitors

Product Reports

Buyer's Guide

Microsoft Dynamics CRM

March 2025

Download Microsoft Dynamics CRM product report

Buyer's Guide

SAP CRM

March 2025

Download SAP CRM product report

Also Known As

Dynamics CRM, MS Dynamics CRM

No data available

Overview

Microsoft Dynamics CRM is a comprehensive customer relationship management solution that helps businesses streamline their sales, marketing, and customer service processes. With its user-friendly interface and powerful features, it enables organizations to effectively manage their customer interactions and drive business growth.

One of the key features of Microsoft Dynamics CRM is its sales automation capabilities. It allows sales teams to track leads, manage opportunities, and close deals more efficiently. The solution provides a centralized platform for managing customer information, enabling sales representatives to access real-time data and make informed decisions. It also offers tools for forecasting, pipeline management, and sales analytics, helping businesses optimize their sales processes and drive revenue growth.

In addition to sales automation, Microsoft Dynamics CRM offers robust marketing automation features. It enables marketers to create and execute targeted marketing campaigns, track campaign performance, and generate actionable insights. The solution provides tools for lead management, email marketing, social media integration, and customer segmentation, allowing businesses to engage with their customers effectively and drive marketing ROI.

Furthermore, Microsoft Dynamics CRM helps organizations deliver exceptional customer service. It provides a unified view of customer interactions, enabling customer service representatives to deliver personalized and timely support. The solution offers case management, a knowledge base, and self-service portal capabilities, empowering customers to find answers to their queries and resolve issues on their own. It also provides tools for service analytics and reporting, helping businesses identify areas for improvement and enhance customer satisfaction.

Microsoft

SAP CRM is a comprehensive customer relationship management solution that helps businesses streamline their sales, marketing, and service processes. It offers a range of features including lead management, opportunity management, campaign management, and customer service management. With SAP CRM, businesses can effectively manage their customer interactions, improve customer satisfaction, and drive revenue growth.

The solution integrates with other SAP modules, allowing for seamless data exchange and real-time insights. It also offers mobile access, enabling sales and service teams to access critical information on the go.

SAP CRM is a powerful tool for businesses looking to enhance their customer relationships and drive business success.

SAP

Sample Customers

Metro Bank, Nissan, Pandora, Delta, Haynes International, City of London, Trek and many more market leaders.

Brau Union Osterreich AG, Nu Skin Enterprises Inc., AOK Bundesverband, RAK Ceramics, NHS 24, Wholesale Sports Outdoor Outfitters, FC Bayern Munchen AG, Tumi, The Kellogg Company, MVV Energie AG, Anglian Water Services, German Football Association (DFB), Nebraska Book Company Inc.

Buyer's Guide

Microsoft Dynamics CRM vs. SAP CRM

February 2025

Free Report: Microsoft Dynamics CRM vs. SAP CRM

Find out what your peers are saying about Microsoft Dynamics CRM vs. SAP CRM and other solutions. Updated: February 2025.

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