SAP CRM Reviews

Vendor: SAP

3.9 out of 5

44 reviews
84% willing to recommend

1,091 followers

What is SAP CRM?

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.

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SAP CRM is the #2 ranked solution in top Local Government CRM solutions, #3 ranked solution in top CRM solutions, and #3 ranked solution in top Marketing Management solutions. PeerSpot users give SAP CRM an average rating of 7.8 out of 10. SAP CRM is most commonly compared to monday.com: SAP CRM vs monday.com. SAP CRM is popular among the large enterprise segment, accounting for 60% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a manufacturing company, accounting for 11% of all views.

Helped 851,491 peers since 2012

Featured SAP CRM reviews

GodfreyNoel

Distribution Cordinator at Unilever Inc.

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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Shreyas K M S

Systems Architect at NetApp

Setting up SAP CRM is straightforward. I rate it eight out of 10 for ease of setup. SAP provides all the tools and techniques were available from the vendor. However, the integration portion is a lot of work and requires some functional consultants. It takes some effort to customize the program and rewrite it to align with our business standards, but the initial implementation is straightforward. We didn't face any challenges here. Total deployment for this project took around eight or nine months, including development, testing, and validation. After deployment, the administration is fairly simple. We have to take care of the licensing part and forecast data growth for the next three or four months. We have the tools and people available for operations as well as vendor support. If we have complex issues, we can raise a ticket to the vendor and get it sorted.

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Bruno Spiazzi

Business Process Analyst at Marcopolo SA

Our primary use case for SAP is as a principal company system and it's relatively easy to understand our process in the system. It's quite easy to analyze the configuration and make other operations make custom accounts for the application. In my opinion, it's a good experience I don't have a…

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SAP CRM mindshare

Product category:

As of May 2025, the mindshare of SAP CRM in the CRM category stands at 10.7%, up from 10.6% compared to the previous year, according to calculations based on PeerSpot user engagement data.

CRM

PeerResearch reports based on SAP CRM reviews

Type	Title	Date
Category	CRM	May 19, 2025	Download
Product	Reviews, tips, and advice from real users	May 19, 2025	Download
Comparison	SAP CRM vs Salesforce Sales Cloud	May 19, 2025	Download
Comparison	SAP CRM vs Microsoft Dynamics CRM	May 19, 2025	Download
Comparison	SAP CRM vs monday.com	May 19, 2025	Download

Title	Rating	Mindshare	Recommending
monday.com	4.7	4.1%	98%	227 interviews Add to research
Microsoft Dynamics CRM	3.9	11.1%	93%	78 interviews Add to research

Valuable Features

SAP CRM enhances customer insights and drives innovation with robust marketing, lead management, and forecasting analytics. Its integration with SAP ERP and other platforms offers seamless data access, improving decision-making and customer service. Users appreciate the customizable reports, real-time data, and task management. The system's flexibility, scalability, and support streamline processes, supporting global market needs with efficient sales, marketing, and contract management capabilities. Its user-friendly interface simplifies use across diverse applications.

"SAP CRM is very much customizable as per our company requirements, such as adding different kinds of products and making codes."
"Compared to other systems, SAP CRM has been reliable, stable, and cost-effective for us."
"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."

Room for Improvement

SAP CRM faces challenges with user-friendliness, outdated interface, and limited integration with other systems. Users often experience performance lags and data latency issues. The platform's customization capabilities are restricted and costly compared to competitors like Salesforce. Improvements are needed in analytics, mobile interface, and integration with tools like Microsoft Teams and Outlook. Enhancing AI features and addressing security concerns are also priorities for users, who find the CRM expensive and complex.

"Recently, the price of SAP CRM has increased, which is one concern."
"They could improve the product's analytics and reporting capabilities. Additionally, they could enhance its web interface speed."
"The tool's installation on the cloud takes time, but it should be easier. One transaction takes around one to one and a half hours."

ROI

Sales and revenue have increased post-implementation of SAP CRM. Users report performance improvements and note that a significant return can take three to five years. While a good investment long-term, results are user-specific. Larger organizations may face high costs. Complex integrations with SAP BW and SAP ECC have been challenging, leading some to switch to Salesforce.

Pricing

SAP CRM pricing is high, with costs typically requiring annual licenses. Large enterprises find it more affordable due to economies of scale, whereas it's often prohibitive for smaller businesses. The solution offers a competitive but expensive price point, with features justifying the cost for some. Hosting and server management add extra expenses for legacy systems. Organizations note that initial setup can be costly, impacting its feasibility for small and medium-sized businesses. Pricing varies based on user count and chosen features.

"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."
"Every user needs to have a license."
"The solution is expensive."

Popular Use Cases

SAP CRM is used for managing sales teams, customer contact, and lead generation. Companies utilize it for real-time analytics, customer profiling, and order-to-cash processes. It supports B2B sales, marketing campaigns, service management, human resources, finance, and data integration. Businesses rely on it for sales tracking, opportunity management, and customer engagement. Users benefit from centralized information, risk management, and compliance features. SAP CRM is deployed in public cloud, on-premise, and integrates with third-party applications.

Service and Support

SAP CRM support is rated positively, with responsive, knowledgeable customer service available via email, phone, and chat. Users indicate that support teams resolve issues quickly, though some report delays and prioritization concerns. Technical support is rated between seven and eight out of ten. There is a reliance on partner expertise for tailored needs. Some express that internal support supplements SAP CRM efforts effectively. While generally good, results depend on the chosen implementation partner.

Deployment

SAP CRM's initial setup experiences vary, with some finding it straightforward and others facing complexity depending on customization needs and environmental factors. Timeframes range from a few hours to several months, often requiring specialized knowledge or third-party consultants. While some report easy integration with existing systems, others note challenges, especially with large databases or specific business requirements. Many emphasize the importance of customization and training for successful setup.

Scalability

SAP CRM is regarded as highly scalable, catering to both medium-sized and large enterprises. It handles significant user volumes and data efficiently. Many organizations indicate seamless expansion and integration across various functions. Numerous users rely on it daily without facing issues, showcasing its ability to manage massive traffic and simultaneous interactions. Its scalability receives high ratings, reflecting confidence in its capacity to support growth across diverse industry sectors.

Stability

Users find SAP CRM to be highly stable, experiencing minimal downtime and no significant issues such as bugs or crashes. It is considered reliable and robust, especially during maintenance periods. Some users rate its stability between eight to ten out of ten. Users note occasional latency issues, but these are rare. SAP CRM's partnership with NetApp enhances stability, especially for disaster recovery efforts. Stability is often compared favorably against competitors like Salesforce and Microsoft Dynamics.

These insights are based on the in-depth reviews provided by peers to help you make a better buying decision.

Download our SAP CRM Buyer's Guide for additional reliable information.

Review data by company size

By reviewers

By visitors reading reviews

Top industries

By visitors reading reviews

Computer Software Company

11%

Manufacturing Company

11%

Financial Services Firm

Government

University

Educational Organization

Retailer

Healthcare Company

Comms Service Provider

Construction Company

Non Profit

Media Company

Wholesaler/Distributor

Energy/Utilities Company

Hospitality Company

Real Estate/Law Firm

Legal Firm

Consumer Goods Company

Insurance Company

Outsourcing Company

Pharma/Biotech Company

Engineering Company

Transportation Company

Logistics Company

Performing Arts

Wellness & Fitness Company

Mining And Metals Company

Recreational Facilities/Services Company

Compare SAP CRM with alternative products

Learn more about SAP CRM

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 CRM 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.