SAP CRM vs SAP Service Cloud comparison

SAP CRM and SAP Service Cloud are both solutions in the CRM category. SAP CRM is ranked #3 with an average rating of 7.8, while SAP Service Cloud is ranked #36 with an average rating of 8.0. SAP CRM holds a 2.2% mindshare in CRM, compared to SAP Service Cloud’s 0.5% mindshare. Additionally, 84% of SAP CRM users are willing to recommend the solution, compared to 100% of SAP Service Cloud users who would recommend it.

SAP CRM

Read 44 SAP CRM reviews

3,941 Views
3,626 Comparison Views

84% willing to recommend

SAP Service Cloud

Read 1 SAP Service Cloud review

701 Views
449 Comparison Views

100% willing to recommend

SAP CRM

SAP Service Cloud

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between SAP CRM and SAP Service Cloud based on real PeerSpot user reviews.

Find out what your peers are saying about Salesforce, Microsoft, SAP and others in CRM.

To learn more, read our detailed CRM Report (Updated: January 2026).

Buyer's Guide

CRM

January 2026

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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

SAP CRM

Ranking in CRM

3rd

Average Rating

7.8

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

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

SAP Service Cloud

Ranking in CRM

36th

Average Rating

8.0

Reviews Sentiment

1.0

Number of Reviews

Ranking in other categories

Customer Experience Management (18th)

Mindshare comparison

As of January 2026, in the CRM category, the mindshare of SAP CRM is 2.2%, down from 11.5% compared to the previous year. The mindshare of SAP Service Cloud is 0.5%, up from 0.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM Market Share Distribution
Product	Market Share (%)
SAP CRM	2.2%
SAP Service Cloud	0.5%
Other	97.3%

CRM

Featured Reviews

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.

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Mo Sayed

SAP enterpise cloud architect at ECC Experienced Certified Consulting

Have built intelligent workflows and accelerated lead conversion through embedded AI and process integration

There's definitely room for process improvement in SAP Service Cloud. In my opinion, what can be better in SAP Service Cloud includes having the data center existence properly implemented. Not all cloud solutions are present in data centers. While we evaluate the product, we have to check the existence of the product in all nearest data centers. For example, while I check the data center through the Trust Center on SAP's website, I found that most cloud solutions are installed in Riyadh, but they are missing some very important tools such as LeanIX, which is not existent in Saudi Arabia. E-commerce solutions are also missing, and some aspects of C4C, such as Customer Data Cloud, are not present in many data centers. Not all components in cloud solutions exist in key centers in the Middle East and North Africa. They evaluate demand before installation, but having all solutions in the center point could encourage sales cycles.

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Quotes from Members

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

Pros

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

"Once the lead is matured, you can convert it into an opportunity and you can track it by the opportunity based on the product segment."

"The solution is easy to use."

"Compared to other systems, SAP CRM has been reliable, stable, and cost-effective for us."

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

"The solution is stable."

"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."

"SAP CRM is very much customizable as per our company requirements, such as adding different kinds of products and making codes."

More SAP CRM pros

"The embedded AI inside SAP, called Business AI, impacts decision-making and resolution times significantly, working as a smart conversational chat in Joule to create dashboards and compare historical data with sales forecasts."

Cons

"In terms of stability, there are some latency issues."

"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."

"They should improve the design to make it more appealing to users."

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

"In the future, machine learning and artificial intelligence functionality need to be included."

"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."

"The interface could be improved."

"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."

More SAP CRM cons

"Not all components in cloud solutions exist in key centers in the Middle East and North Africa."

Pricing and Cost Advice

"The product is expensive."

"We pay for the license yearly."

"The product is costly."

"There is a license required for the solution and most of my clients purchase an annual license."

"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."

"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 an expensive solution and is the most challenging aspect of the solution."

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

More SAP CRM pricing and cost advice

Information not available

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Top Industries

By visitors reading reviews

Manufacturing Company

13%

Financial Services Firm

University

Computer Software Company

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

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

No data available

Questions from the Community

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.

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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.

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What needs improvement with SAP CRM?

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What needs improvement with SAP Service Cloud?

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What is your primary use case for SAP Service Cloud?

I have experience working with Sales Cloud and Service Cloud. I am working as an Enterprise Architect, so I could evaluate whatever is needed in SAP. We are working as a partner with SAP in the Mid...

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What advice do you have for others considering SAP Service Cloud?

The pricing for SAP Service Cloud is not the cheapest globally; it is a bit expensive compared to alternatives. The most challenging part about SAP is the pricing because SAP sells their cloud serv...

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Comparisons

Microsoft Dynamics CRM vs SAP CRM

Compared 38% of the time

Salesforce Sales Cloud vs SAP CRM

Compared 13% of the time

Zoho CRM vs SAP CRM

Compared 6% of the time

Oracle CRM vs SAP CRM

Compared 5% of the time

Oracle CX Sales vs SAP CRM

Compared 2% of the time

More SAP CRM Competitors

ServiceNow Customer Service Management vs SAP Service Cloud

Compared 55% of the time

More SAP Service Cloud Competitors

Product Reports

Buyer's Guide

SAP CRM

January 2026

Download SAP CRM product report

Buyer's Guide

Customer Experience Management

January 2026

Download SAP Service Cloud product report

Overview

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

SAP Service Cloud, SAP's cloud-based customer service management solution, aims to revolutionize customer service by facilitating strong connections throughout the customer journey. It prioritizes faster issue resolution and enhanced customer experiences. Key functionalities include intelligent case management, omnichannel support, and tools for agent productivity, ensuring an agile and connected service experience. Businesses leveraging SAP Service Cloud can anticipate benefits such as increased customer satisfaction, improved service efficiency, and valuable insights derived from data analysis. Additionally, the webpage offers options to explore product demos for practical understanding, as well as insights into the latest features and product roadmap for staying updated on the platform's capabilities.

SAP

Sample Customers

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.

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Find out what your peers are saying about Salesforce, Microsoft, SAP and others in CRM. Updated: January 2026.

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