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SAP CRM vs Salesforce Marketing Cloud comparison

 

Comparison Buyer's Guide

Executive Summary

Review summaries and opinions

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

ROI

Sentiment score
7.0
Salesforce Marketing Cloud users see ROI potential through enhanced marketing capabilities and optimized campaigns, despite measurement challenges and investment gains variability.
Sentiment score
6.7
Sales and revenue increased; operational efficiency justifies costs, but Salesforce suits large organizations more than smaller ones long-term.
I have seen some return on investment with Salesforce Marketing Cloud through features such as reporting, automation, and Journey parts that save resources.
 

Customer Service

Sentiment score
6.6
Salesforce Marketing Cloud's customer support is rated highly at the premium level but needs improvement in addressing complex issues.
Sentiment score
6.9
Customer service is responsive and reliable, with 24/7 support, although customization and response times can vary.
I have communicated with the technical support of Salesforce Marketing Cloud and would give them a rating of 9.5 since they have resolved my issues most of the time and are quite responsive.
Customer support could be improved, especially for new features.
Salesforce customer service is excellent.
I am satisfied with their response time and quality.
 

Scalability Issues

Sentiment score
7.7
Salesforce Marketing Cloud is highly scalable, ideal for expanding companies with strong performance and integration, but costly for smaller businesses.
Sentiment score
8.1
SAP CRM excels in scalability, efficiently supporting numerous users and large data volumes while integrating various business functions.
On a scale of one to ten, I rate its scalability at 9.5.
When more branches are opened for a dealer, or when the vehicle manufacturing company implements the software nationwide, the application needs to handle many changes and business rules smoothly.
Not everyone can use Salesforce Marketing Cloud unless they have some exposure to the platform and understand how it works, which informed my scalability rating.
We handle a huge amount of data in our CRM without any problems.
 

Stability Issues

Sentiment score
8.1
Salesforce Marketing Cloud is praised for stability and reliability, managing data loads effectively despite occasional integration issues.
Sentiment score
8.3
SAP CRM is stable and reliable, with occasional issues, but generally offers smooth operation and minimal downtime.
Salesforce Marketing Cloud is highly stable.
The maximum downtime I faced was about two to three hours.
 

Room For Improvement

Salesforce Marketing Cloud needs user experience, analytics, security, integration, pricing improvements, and enhanced personalization, dashboards, and support.
SAP CRM requires UI enhancements, better integration, real-time analytics, increased flexibility, and modern tech adoption for future growth.
It takes the default language and doesn't accept custom language specifications, which creates discomfort in certain scenarios.
There are inaccuracies in how AgentForce retrieves information or interprets data.
We cannot debug the AM Script or SSJS code, which makes code debugging manual.
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.
 

Setup Cost

Salesforce Marketing Cloud offers rich features and flexibility, but its high cost is a concern for enterprise buyers.
SAP CRM is costly, targeting large enterprises, with high setup costs but competitive features; price cuts could increase appeal.
The pricing is around $10,000 per annum per user.
SAP CRM is not suitable for small companies because of the cost.
 

Valuable Features

Salesforce Marketing Cloud provides robust marketing tools with automation, CRM integration, and insights for effective cross-channel campaigns.
SAP CRM provides customizable reporting, seamless ERP integration, real-time data, enhancing customer management and improving business processes globally.
The feature of Salesforce Marketing Cloud that has had the largest impact on improving my campaign outcomes is the recent WhatsApp integration, which allows Salesforce to connect with subscribers through different channels such as SMS, email, or WhatsApp.
The most valuable features of Salesforce Marketing Cloud include the timely alerts and notification systems, which greatly enhance communication not only with customers but also within dealerships.
The automation features, including AI Copilot actions, enhance functionality by providing information via chatbots as a substitute for physical representatives.
If there is any error in our machine, a log is automatically generated, and from SAP CRM, we can see that the machine has problems.
 

Categories and Ranking

Salesforce Marketing Cloud
Ranking in Marketing Management
2nd
Average Rating
8.4
Reviews Sentiment
7.4
Number of Reviews
58
Ranking in other categories
Social CRM (2nd), Marketing Automation (1st), Social Media Management Solutions (2nd)
SAP CRM
Ranking in Marketing Management
3rd
Average Rating
7.8
Reviews Sentiment
6.8
Number of Reviews
44
Ranking in other categories
CRM (3rd), Local Government CRM (2nd)
 

Mindshare comparison

As of May 2025, in the Marketing Management category, the mindshare of Salesforce Marketing Cloud is 15.8%, down from 18.2% compared to the previous year. The mindshare of SAP CRM is 20.4%, up from 14.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Marketing Management
 

Featured Reviews

SantoshKrishna - PeerSpot reviewer
Easy to deploy, stable, and scalable
The encryption and decryption have room for improvement. We need to be confident that the customer's data is secure when shared outside of the organization. I would like to request additional mobile app features that go beyond push notifications. As the mobile development industry continues to advance with new technologies, such as AI components, it is important to consider these advancements when setting up campaigns. Currently, campaigns are scheduled to be sent to customers at a prescribed time, but they may not be relevant to the customer unless they see them as valuable. For example, if I want to run a campaign offering loans, I would need to consider the customer's needs and balance. In the future, I hope Salesforce can incorporate an AI component that utilizes the shared data, rather than just scheduling campaigns.
GodfreyNoel - PeerSpot reviewer
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.
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Top Industries

By visitors reading reviews
Educational Organization
54%
Computer Software Company
8%
Financial Services Firm
6%
Manufacturing Company
4%
Computer Software Company
11%
Manufacturing Company
11%
Financial Services Firm
9%
Government
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

What do you like most about Salesforce Marketing Cloud?
Datorama is part of Salesforce Marketing Cloud, which is quite a valuable feature that provides customer analytics.
What is your experience regarding pricing and costs for Salesforce Marketing Cloud?
I did not work on any pricing or implementation aspects but learned on my own when dealing with Revenue Cloud products.
What needs improvement with Salesforce Marketing Cloud?
In terms of improvements, it would be beneficial to enhance the Copilot actions. The issue lies with the internal language setup. It takes the default language and doesn't accept custom language sp...
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.
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...
 

Also Known As

ExactTarget
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Overview

 

Sample Customers

American Express, Financial Conduct Authority, KPN, Merck KGaA, Peterborough City Council, The Chapar, ADP, Financial Times, Stanley Black & Decker, SureFlap, Western Union, Philips
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 SAP CRM vs. Salesforce Marketing Cloud and other solutions. Updated: April 2025.
851,604 professionals have used our research since 2012.