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

"The most valuable feature is lead management and integration."

"SAP is very easy to use."

"It was comfortable setting up the tool."

"We use SAP CRM for customer service improvement. The main idea is to make sure our team has the right information when talking to customers. This helps them process things like price approvals for quotes faster. The goal is to make the product more efficient, and faster, and, in the end, provide better customer service."

"The stability is good."

"The flexibility to design the portal and customize it according to the needs of the clients is valuable. The integration with SAP ERP is also valuable."

"We like that this solution has made our whole accounting function paperless."

"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."

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

"The implementation and integrations could be better. After we went into the production environment, we had some issues. Most of them were with the ERP integration. Many other issues were around the client's integrations between the ERP and CRM platforms. It could be more user-friendly. It wasn't very user-friendly initially, but now it's easier for them to use. Now, the users can use that platform better than at the beginning. We would like to see reports with more analytic features and artificial intelligence in the next release. For example, show more metrics and KPIs and more dynamic dashboards. Because the platform has some models, but it's not easy to use. It's a little complex."

"When features do get added, we would like the product to notify us in a timely way."

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

"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."

"The solution is expensive."

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

"SAP CRM could improve by being easier to use and customer-friendly."

"SAP must provide a demo system for the customers."

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."

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

"SAP CRM offers a free trial for anyone wanting to test the product before purchasing it."

"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."

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

"The solution is expensive."

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

"The company has seen an increase in revenue."

More SAP CRM pricing and cost advice

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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.

See all answers

What needs improvement with SAP CRM?

See all answers

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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