Pega CRM vs SAP CRM comparison

Pega and SAP are both solutions in the CRM category. Pega is ranked #24 with an average rating of 7.5, while SAP is ranked #4 with an average rating of 8.1. Pega holds a 0.9% mindshare in CRM, compared to SAP’s 2.1% mindshare. Additionally, 100% of Pega users are willing to recommend the solution, compared to 84% of SAP users who would recommend it.

Pega CRM

Read 10 Pega CRM reviews

1,597 Views
1,246 Comparison Views

100% willing to recommend

SAP CRM

Read 44 SAP CRM reviews

4,480 Views
4,032 Comparison Views

84% willing to recommend

Pega CRM

SAP CRM

Comparison Buyer's Guide

Download the report

Executive SummaryUpdated on Dec 19, 2024

SAP CRM and Pega CRM are both leading products in the CRM category. Pega CRM appears to have a slight advantage due to its ease of deployment and customer service responsiveness.

Features: SAP CRM offers strong lead management and integration with SAP ERP, providing comprehensive insights from marketing to sales reporting with customization options. It is valued for its scalability, stability, and particularly for integration with SAP ERP and analytics. Pega CRM is appreciated for ease of setup, modular workflows, and robust case management features that allow non-technical users to design use cases with pre-configured workflows for customer needs.

Room for Improvement: SAP CRM users report needing enhancements in user interface, integration flexibility, and mobile accessibility. It lacks in flexibility compared to competitors like Salesforce, with calls for more customization capabilities. Pega CRM is critiqued for high costs, limited database modification abilities, and there is room for improvement in stability, UI, and data-streaming functionalities.

Ease of Deployment and Customer Service: SAP CRM is mainly on-premises, with hybrid and cloud options, but its support varies and sometimes experiences slow response times. Pega CRM is consistent with public cloud and hybrid deployments and provides responsive customer service accessible through multiple channels, showcasing a cloud-centric model with proactive support.

Pricing and ROI: SAP CRM is criticized for high pricing impacting smaller businesses, requiring significant initial investment for long-term ROI, hence more suitable for large companies. Pega CRM also shares the high-cost perception but is considered a strong investment due to its CRM capabilities, functioning with a client-specific pricing model. Both systems demand significant investment, with high ROI expected mostly at enterprise levels.

To learn more, read our detailed Pega CRM vs. SAP CRM Report (Updated: March 2026).

Buyer's Guide

Pega CRM vs. SAP CRM

March 2026

Download the complete report

Helped 884,933 peers since 2012

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

24th

Average Rating

8.0

Reviews Sentiment

7.0

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (6th)

SAP CRM

Ranking in CRM

4th

Average Rating

7.8

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

Local Government CRM (2nd), Marketing Management (3rd)

Mindshare comparison

As of March 2026, in the CRM category, the mindshare of Pega CRM is 0.9%, down from 1.4% compared to the previous year. The mindshare of SAP CRM is 2.1%, down from 11.3% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM Mindshare Distribution
Product	Mindshare (%)
SAP CRM	2.1%
Pega CRM	0.9%
Other	97.0%

CRM

Q&A Highlights

it_user735081

Works at a energy/utilities company with 10,001+ employees

Oct 03, 2017

Cost Comparison between using CRM SAP vs Salesforce vs Pega

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.

See all answers

Featured Reviews

reviewer2388567

Senior Manager, Siebel Services, Technology Enablement at a consultancy with 10,001+ employees

Can be deployed easily but needs to offer more out-of-the-box adaptors

The disadvantage of the tool stems from the fact that it does not allow users to make database-level modifications. In Siebel CRM, you have complete control over your database, you can do any database-level modifications, and you can create a custom data model within your database, but such functionalities are not available in Pega CRM. The UI and UI level modifications that are available in Siebel CRM with JavaScript within the jQuery framework, which is basically an open UI framework built by Siebel on top of a UI layer, are available in the tool. The level of UI modifications allowed by Siebel CRM is not available in Pega CRM. The aforementioned areas can be considered for improvement in the tool. I would like to see more out-of-the-box adaptors in Pega CRM since it is an area where the tool has certain shortcomings.

Read full review

Fazle Rabbi

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.

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

"Pega offers a clear parent-child case relationship that's easily created and maintained. Dependencies can be configured, where reaching a specific stage in a parent case automatically triggers a child task in a child case, while the parent case remains on hold until a certain condition is met before moving forward. This configuration allows multiple users to work on cases in parallel. Many of these settings are readily available within Pega case settings. Overall, Pega's case management is unparalleled compared to other options."

"The case management feature is really valuable."

"The product's deployment phase was easy."

"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."

More Pega CRM pros

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

"The solution is easy to use."

"From Marketing Planning to Lead Management and Forecasting Analytics, we gain complete customer insight to drive innovation that differentiates our products and services."

"The most valuable feature is real-time data. You don't have to go to the finance team for information. On one screen, you can see if stock is available and check the customer's outstanding balance, and then you can process the order. SAP CRM's integration with other applications is easier."

"Its scalability is good."

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

"From the bank perspective, it's user-friendly and simple to develop something specific for a certain customer. It allows customization for individual customers rather than applying a one-size-fits-all approach."

"The initial setup of SAP CRM was simple."

More SAP CRM pros

Cons

"It would be beneficial to enhance the pricing and support implementation options as they are currently quite expensive."

"There has been a common acknowledgment among customers that this solution is an expensive tool and they often opt for cheaper tools like Comodo"

"Price is always a concern for many organizations. They often think Pega is expensive, and sometimes they don't fully understand the pricing model."

"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 should be improved."

"The solution has room for improvement around decisional and real-time data analysis."

"They should enable the data-driven streaming feature inside it."

"The UI is lagging and needs to be improved."

More Pega CRM cons

"There are quite a lot of missing parts in SAP CRM, which is why we do a lot of customization. Not everything is there, and some things need custom coding to cater to specific needs. It is not a plug-and-play solution with standard features, and we have to customize quite a lot."

"SAP CRM could improve by making the solution more current, it is out of date. There are no more updates for SAP CRM."

"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."

"It doesn't provide as much functionality as its competitors."

"They have recently updated their user interface but they should continue to improve upon it in the future. Additionally, overall performance or speed of response times could be better."

"The solution is expensive."

"Content management is one area where SAP CRM could use some work because we were seeking a CRM solution that could store BLOB data, like PDF and email data, which takes up a lot of space in the database. Recently, we migrated to a content server, but it would be nice if CRM had built-in BLOB data management because BLOB data is a challenge we've been dealing with since last year."

"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."

More SAP CRM cons

Pricing and Cost Advice

"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."

"It is expensive."

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

"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."

"SAP CRM is not suitable for smaller businesses because it is expensive. The larger businesses would be able to handle the cost."

"The solution is expensive."

"The company has seen an increase in revenue."

"We pay for the license yearly."

"The licensing model for SAP CRM is customer-based."

More SAP CRM pricing and cost advice

See which vendors are best for you

Use our free recommendation engine to learn which CRM solutions are best for your needs.

See recommendations

884,933 professionals have used our research since 2012.

Answers from the Community

it_user735081

Works at a energy/utilities company with 10,001+ employees

Oct 3, 2017

Cost Comparison between using CRM SAP vs Salesforce vs Pega

See 2 answers

it_user70698

Works at a tech consulting company

Oct 3, 2017

Read full answer

it_user747921

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

Read full answer

Top Industries

By visitors reading reviews

Financial Services Firm

23%

Computer Software Company

Manufacturing Company

Educational Organization

Manufacturing Company

13%

Financial Services Firm

University

Computer Software Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Midsize Enterprise	2
Large Enterprise	8

By reviewers
Company Size	Count
Small Business	14
Midsize Enterprise	5
Large Enterprise	27

Questions from the Community

What do you like most about Pega CRM?

The product's deployment phase was easy.

See all answers

What needs improvement with Pega CRM?

See all answers

What is your primary use case for Pega CRM?

Pega CRM uses a layer cake architecture. Basically, the tool is a convenient application to use even if you are not a technical person, like a business analyst. I use the solution for the CRM modul...

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?

SAP CRM is not suitable for small companies because of the cost. It is suitable for medium and large enterprise companies.

See all answers

What needs improvement with SAP CRM?

See all answers

Comparisons

Microsoft Dynamics CRM vs Pega CRM

Compared 14% of the time

Salesforce Sales Cloud vs Pega CRM

Compared 11% of the time

Genesys Cloud CX vs Pega CRM

Compared 9% of the time

TLDCRM vs Pega CRM

Compared 9% of the time

Pega Customer Service vs Pega CRM

Compared 7% of the time

More Pega CRM Competitors

Microsoft Dynamics CRM vs SAP CRM

Compared 36% of the time

Salesforce Sales Cloud vs SAP CRM

Compared 10% of the time

Adobe Campaign vs SAP CRM

Compared 5% of the time

Zoho CRM vs SAP CRM

Compared 5% of the time

Simpro vs SAP CRM

Compared 2% of the time

More SAP CRM Competitors

Product Reports

Buyer's Guide

Pega CRM

March 2026

Download Pega CRM product report

Buyer's Guide

SAP CRM

February 2026

Download SAP CRM product report

Also Known As

Chordiant

No data available

Overview

Pega BPM streamlines your operations so you can reduce costs and improve business agility. Pega is recognized by leading analyst firms as the most comprehensive and unified BPM platform.

Pega

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

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.

Buyer's Guide

Pega CRM vs. SAP CRM

March 2026

Free Report: Pega CRM vs. SAP CRM

Find out what your peers are saying about Pega CRM vs. SAP CRM and other solutions. Updated: March 2026.

DOWNLOAD NOW

884,933 professionals have used our research since 2012.

See our Pega CRM vs. SAP CRM report.

See our list of best CRM vendors.

We monitor all CRM reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.