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SAP CRM pros and cons

Vendor: SAP

3.9 out of 5

44 reviews
84% willing to recommend

Pros & Cons summary

SAP CRM offers customizable sales reporting and real-time data visibility, enhancing decision-making and order processing. It integrates with SAP ERP and third-party tools, improving business operations, though requiring technical expertise and custom coding. Customers benefit from lead management and multichannel communication, yet find cloud installation slow and integrations with Microsoft tools lacking. While its scalability and customization options are strong, its high pricing and user-friendliness remain challenges compared to competitors.

Buyer's Guide

Get pricing advice, tips, use cases and valuable features from real users of this product.

Prominent pros & cons

PROS

SAP CRM provides valuable sales reporting features that aid in decision-making and help generate sales through effective data visualization.

SAP CRM integrates seamlessly with SAP ERP and other modules, enabling smooth pre-sales and post-sales processes.

SAP CRM offers a user-friendly customization feature, allowing businesses to design portals and customize reports easily according to client needs.

SAP CRM is highly scalable and supports effective lead and opportunity management, enhancing business processes and operational efficiency.

SAP CRM allows real-time access to information, supporting efficient order processing, accurate sales forecasts, and better customer service by consolidating data from various sources.

CONS

SAP CRM needs to improve its analytics and reporting capabilities, and enhance its web interface speed.

Installation on the cloud for SAP CRM takes time, with transactions taking around one to one and a half hours.

SAP CRM integration with Microsoft Teams and Outlook has issues, including synchronization problems between appointments and managing contacts.

Price of SAP CRM is considered expensive, with recent increases raising concerns.

Customization is frequently required due to missing features in SAP CRM, making it not a plug-and-play solution.

SAP CRM Pros review quotes

MH

Muralidhara H N

SAP Professional at a tech services company with 10,001+ employees

Jan 5, 2016

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

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AS

Mobile Application Developer at Guru.com

Aug 23, 2018

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.

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Worksoft Certify Consultant at a manufacturing company with 10,001+ employees

Aug 16, 2020

The solution is stable.

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Project and Service delivery Manager at a tech services company with 11-50 employees

Sep 27, 2021

SAP CRM integrates well with SAP ERP which is useful.

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HB

Henrique Brodbeck

Owner / Consultant at Brodbeck

Dec 8, 2021

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.

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reviewer1724451

SAP HCM Professional at a financial services firm with 201-500 employees

Dec 16, 2021

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

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Manager - Business Process Innovation at a wholesaler/distributor with 10,001+ employees

Dec 21, 2021

The most valuable feature is lead management and integration.

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FA

CRM administrator at a manufacturing company with 10,001+ employees

Dec 24, 2021

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.

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Associate Vice President & Head-ITS at a pharma/biotech company with 1,001-5,000 employees

Jan 25, 2022

The most important factor for recommending SAP CRM is its integration with the core SAP platform. Globally, most enterprises are using SAP as an ERP platform to manage their key business functions. SAP CRM has out-of-the-box integration with the core SAP platform. You can integrate your pre-sales and post-sales into the single platform on the SAP CRM very easily, and you can extend that CRM to your customers who can actually see what is happening to their orders—such as whether it is dispatched or not dispatched or at what stage it is—simply by logging onto the CRM platform.

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Marouan Bellioum

Cyber Security Program Manager at a financial services firm with 10,001+ employees

Feb 19, 2022

We get very good support from SAP.

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Show 10 more reviews (out of 39)

SAP CRM Cons review quotes

MH

Muralidhara H N

SAP Professional at a tech services company with 10,001+ employees

Jan 5, 2016

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

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AS

Mobile Application Developer at Guru.com

Aug 23, 2018

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

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Worksoft Certify Consultant at a manufacturing company with 10,001+ employees

Aug 16, 2020

It can be a bit more user friendly, to be honest. Sometimes there are too many apps options. It should offer better UX (user experience) to make it easier to navigate and easier to use.

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Free Report: SAP CRM Reviews and More

Learn what your peers think about SAP CRM. Get advice and tips from experienced pros sharing their opinions. Updated: February 2026.

884,873 professionals have used our research since 2012.

Project and Service delivery Manager at a tech services company with 11-50 employees

Sep 27, 2021

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.

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HB

Henrique Brodbeck

Owner / Consultant at Brodbeck

Dec 8, 2021

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.

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reviewer1724451

SAP HCM Professional at a financial services firm with 201-500 employees

Dec 16, 2021

The solution needs more flexible customization, tender request, and they need to think about some of the localization aspects.

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Manager - Business Process Innovation at a wholesaler/distributor with 10,001+ employees

Dec 21, 2021

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

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FA

CRM administrator at a manufacturing company with 10,001+ employees

Dec 24, 2021

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.

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Associate Vice President & Head-ITS at a pharma/biotech company with 1,001-5,000 employees

Jan 25, 2022

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.

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Marouan Bellioum

Cyber Security Program Manager at a financial services firm with 10,001+ employees

Feb 19, 2022

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

Read full review

Show 10 more reviews (out of 39)

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Product Categories

Product Categories

Local Government CRM

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Popular Comparisons

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