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Pega CRM vs SAP CRM comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Jun 3, 2026

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

Pega CRM
Ranking in CRM
36th
Average Rating
8.0
Reviews Sentiment
7.0
Number of Reviews
10
Ranking in other categories
CRM Customer Engagement Centers (9th)
SAP CRM
Ranking in CRM
7th
Average Rating
7.8
Reviews Sentiment
6.8
Number of Reviews
43
Ranking in other categories
Local Government CRM (2nd), Marketing Management (5th)
 

Mindshare comparison

As of June 2026, in the CRM category, the mindshare of Pega CRM is 0.8%, down from 1.5% compared to the previous year. The mindshare of SAP CRM is 1.8%, down from 10.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.
CRM Mindshare Distribution
ProductMindshare (%)
SAP CRM1.8%
Pega CRM0.8%
Other97.4%
CRM
 

Q&A Highlights

it_user735081 - PeerSpot reviewer
Works at a energy/utilities company with 10,001+ employees
Oct 03, 2017
 

Featured Reviews

Srinivas Ganisetti - PeerSpot reviewer
AVP/Sr Analyst Apps at a financial services firm with 10,001+ employees
Case management feature is valuable but the pricing is expensive
I would like to suggest the solution but it really depends on your specific requirements, your business use cases and future plans. There is a significant investment involved in this solution and therefore it is very crucial to reevaluate your future necessity including automation potential and modernization plans. I would suggest that you select any kind of solution and explore alternatives of similar functionalities at a lower cost. This might help you to achieve more with less. In my experience, I would rate it between seven to eight because it offers robust capabilities. But please be aware that other BPM tools are emerging with similar features at a lower cost. Pega CRM is perceived as bulk care compared to order tools, as many of its capabilities are potentially underutilized. I would rate it 7 out of 10.
FA
CRM administrator at a manufacturing company with 10,001+ employees
Customization and automation drive effective user training and insights sharing
Recently, the price of SAP CRM has increased, which is one concern. Another issue is that sometimes we experience slow performance. Reports in SAP CRM itself can become very slow. Other than that, it is a very good CRM system. I am happy with SAP CRM because whenever we have requirements for changes or customization as per our needs, we get them, and the downtime is minimal. We are getting very good support from the incident team and the in-house support team who are responsible for customization. Some customer centers have moved to Salesforce, but I don't have any experience with Salesforce to make a comparison.

Quotes from Members

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

Pros

"The most valuable feature is the ability to pull information about the customer on-the-fly so they feel the interaction is more personal."
"The case management feature is really valuable."
"This is all about one use case where we are basically orchestrating all the different systems into one system and making sure that all the information is presented on one page, which improves the efficiency and results in a good experience for the customer."
"One of the most valuable features of Pega CRM for our team's productivity is its ease of setup, thanks to its configuration-driven approach."
"It also reduces the duration per call, and it ensures a first time resolution of the issue."
"The solution is very easy to use."
"We can effortlessly manage the data within it, and it offers ease of use and high flexibility to present the data across various vendors."
"Great flexibility and its locking mechanism enable multiple users to work on the same case seamlessly."
"I have found the most valuable feature of the SAP CRM system is its ability to integrate with other modules. SAP CRM is all about integrating with other modules. For example, SuccessFactors is their learning management. This is one use case that SAP CRM themselves use. Their lead generation versus their sales from their educational services. You can instantly receive insight into how many leads have been generated and how much it turned into real business or revenue for them. I was told in one of the seminars that the data transfer from the lead generation to sales is only 24 hours in SAP CRM."
"One of the main things is that the reports are very customizable. It is very easy and user-friendly to customize the reports the way the user wants. They can see the reports as per their expectations and change them accordingly."
"The primary use case for us is lead creation and data management."
"Its scalability is good."
"The solution is stable; we haven't had any issues and find that it's reliable, with no bugs or glitches and no crashes, which is very good in that respect so we don't have complaints."
"The stability is good."
"The solution is easy to use."
"The features that I have found most valuable are that our management side can see the report instantly, they can predict the forecast, and see what is in the pipeline."
 

Cons

"It would be beneficial to enhance the pricing and support implementation options as they are currently quite expensive."
"For many of the clients, they have a separate system or separate layer of UI and a separate layer of the business rules engine, which Pega has taken care of in the recent releases."
"The UI is lagging and needs to be improved."
"Price is always a concern for many organizations. They often think Pega is expensive, and sometimes they don't fully understand the pricing model."
"They should enable the data-driven streaming feature inside it."
"There has been a common acknowledgment among customers that this solution is an expensive tool and they often opt for cheaper tools like Comodo"
"The disadvantage of the tool stems from the fact that it does not allow users to make database-level modifications."
"The solution has room for improvement around decisional and real-time data analysis."
"Recently, the price of SAP CRM has increased, which is one concern."
"The product is very expensive."
"The implementation and integrations could be better. After we went into the production environment, we had some issues."
"Improvement is needed for SAP CRM's integration with Microsoft Teams and Outlook Its integration with Microsoft collaboration software, including Teams, Outlook, and SharePoint, is not very good. There are issues with synchronization between appointments in CRM and Outlook, as well as challenges with managing contacts, which creates problems."
"In the future, machine learning and artificial intelligence functionality need to be included."
"There could be some specific configurable options on the UI level to improve visibility."
"What I see as a challenge against our competitor is that Salesforce comes with more flexibility, for enhancement purposes, whereas the SAP CRM Cloud is more robust and rigid. It's not flexible to implement any bespoke solution."
"SAP CRM is an expensive solution and is the most challenging aspect of the solution."
 

Pricing and Cost Advice

"It is expensive."
"We have numerous uses of the solution in our organisation. Almost 72 applications are integrated with Pega CRM, and some of them are shutting down for various reasons including the high licensing costs. There is a strong focus in the market and offices on cost reduction."
"The pricing is on the higher side."
"Its price is reasonable. As compared to other CRMs, this CRM is competitively priced. They have multiple flavors with different sets of functionality. Pricing is based on the flavor that suits your requirement. If you have more users, the cost will come down."
"SAP CRM costs approximately a couple of thousand a month."
"The licensing model for SAP CRM is customer-based."
"The product is costly."
"They should reduce the price to target small businesses."
"The product is expensive."
"SAP CRM is not suitable for smaller businesses because it is expensive. The larger businesses would be able to handle the cost."
"SAP CRM is an expensive product."
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Answers from the Community

it_user735081 - PeerSpot reviewer
Works at a energy/utilities company with 10,001+ employees
Oct 3, 2017
Oct 3, 2017
My advice is to compare the full investment of the CRM implementation - software, cloud and services - as from a general perspective, all top level "costs" are generally comparable. It is the cost-to-value ratio that you will want to focus upon. Also, you’ll want to assess whether you will be looking to deploy AI or not, as some vendors’ offerings are not quite as real and ready-to-deploy as ot...
See 2 answers
it_user70698 - PeerSpot reviewer
Works at a tech consulting company
Oct 3, 2017
Hi thanks for your request. Each of the ERP CRM listed above has certain functionalities in common and comparing the cost between them will completely depends upon the need. Overall Salesforce and SAP CRM has CRM functionality and it is Tier 1 CRM product. Pega is not a CRM product and it specializes in BPM ( Business Process Management). Please email me and I can discuss over the phone with you for further details.
it_user747921 - PeerSpot reviewer
Vice President, CRM Product Marketing at Pegasystems
Oct 3, 2017
My advice is to compare the full investment of the CRM implementation - software, cloud and services - as from a general perspective, all top level "costs" are generally comparable. It is the cost-to-value ratio that you will want to focus upon. Also, you’ll want to assess whether you will be looking to deploy AI or not, as some vendors’ offerings are not quite as real and ready-to-deploy as others. Note that I am biased, as I am with Pega, running their CRM practice. With this said -- in terms of unbiased independent reviews, Gartner's latest Magic Quadrant for the CRM Customer Engagement Center for 2017, cites “Reference customers gave Pegasystems' overall package the best cost-to-value rating of any solution assessed for vendors in the Leaders quadrant.” A free copy of Gartner's report may be downloaded here: https://www.pega.com/gartner-crm-cec-2017 Best of luck in your research. Just let me know if I can be of any further assistance. Regards, Jeff Nicholson
 

Top Industries

By visitors reading reviews
Financial Services Firm
18%
Construction Company
10%
Manufacturing Company
8%
Educational Organization
6%
Manufacturing Company
13%
Financial Services Firm
11%
University
8%
Construction Company
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Midsize Enterprise2
Large Enterprise8
By reviewers
Company SizeCount
Small Business14
Midsize Enterprise6
Large Enterprise27
 

Questions from the Community

Ask a question
Earn 20 points
What is your experience regarding pricing and costs for SAP CRM?
SAP CRM is not suitable for small companies because of the cost. It is suitable for medium and large enterprise companies.
What needs improvement with SAP CRM?
Recently, the price of SAP CRM has increased, which is one concern. Another issue is that sometimes we experience slow performance. Reports in SAP CRM itself can become very slow. Other than that, ...
What is your primary use case for SAP CRM?
Currently, we are using SAP CRM for monitoring sales activities, forecasting, and marketing activities.
 

Comparisons

 

Also Known As

Chordiant
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Overview

 

Sample Customers

The State of Maine, Aegis, Aegon, AIG Japan, ING
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.
Find out what your peers are saying about Pega CRM vs. SAP CRM and other solutions. Updated: June 2026.
900,747 professionals have used our research since 2012.