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SAP

SAP CRM

Composite Score

8.1 /10

CX Score

8.4 /10

167 Reviews Write a Review

What is SAP CRM?

Provide marketing, sales, and service professionals with complete customer intelligence to manage relationships and customer-related processes. Our customer relationship management products enable you to define customers based on their industry and personalize the customer experience.

Company Details

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Awards & Recognition

SAP CRM won the following awards in the Customer Relationship Management - Enterprise category

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2025 Emotional Footprint Champion

Latest Award, 2025

1 Top Rated Capabilities

0 Top Rated Features

2024

3 Top Rated Capabilities

1 Top Rated Features

2023

1 Top Rated Capabilities

0 Top Rated Features

2022

SAP CRM Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on SAP CRM.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

84 Likeliness to Recommend

Up 1
Since last award

96 Plan to Renew

Up 1
Since last award

82 Satisfaction of Cost Relative to Value

Up 1
Since last award

Product Experience

Negotiation and Contract

Conflict Resolution

Strategy & Innovation

Service Experience

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Emotional Footprint Overview

Product Experience:: 86%
Negotiation and Contract:: 80%
Conflict Resolution:: 88%
Strategy & Innovation:: 81%
Service Experience:: 86%

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+85 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love SAP CRM?

3% Negative

10% Neutral

87% Positive

Pros

Trustworthy
Fair
Reliable
Respectful

Feature Ratings

Average 80

Sales Management

Lead Management

Activity and Workflow Management

Account and Contact Management

Customer Service Management

Marketing Management

Collaboration

Analytics and Reporting

Quote Contract and Proposal

Telephony and Call Center Management

Mobile

Vendor Capability Ratings

Average 80

Quality of Features

Vendor Support

Breadth of Features

Business Value Created

Ease of Implementation

Ease of Data Integration

Product Strategy and Rate of Improvement

Ease of IT Administration

Ease of Customization

Usability and Intuitiveness

Availability and Quality of Training

SAP CRM Reviews

James H.

Role: Industry Specific Role
Industry: Retail
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Sep 2021

Perfect customer relations product

Likeliness to Recommend

9 /10

What differentiates SAP CRM from other similar products?

SAP CRM is more powerful as compared to most of the CRM products I have used in our company.

What is your favorite aspect of this product?

The platform has great capability of streamlining our engagement environment with our customers and ensuring we have achieved our objectives. Our designing team is able to reach clients and give them specifications as we market. It is able to synchronize and update our customers data to the current trends.

What do you dislike most about this product?

I have not experienced any poor functionality from the performance of this platform.

What recommendations would you give to someone considering this product?

I totally recommend SAP CRM for better achievement in customer relations and improving sales and marketing.

Pros

Helps Innovate
Performance Enhancing
Inspires Innovation
Caring

Emily K.

Role: Sales Marketing
Industry: Retail
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Aug 2021

Fantastic product

Likeliness to Recommend

9 /10

What differentiates SAP CRM from other similar products?

I have not had great experience with the same product in my career experience.

What is your favorite aspect of this product?

Our customers always comes first and this platform has enabled our team to have stable relationship with our customers. We have improved customer services delivery and infrastructure.

What do you dislike most about this product?

I have nothing to dislike from the performance of this platform.

What recommendations would you give to someone considering this product?

I highly recommend this platform to any organization for effective customer relations.

Pros

Helps Innovate
Performance Enhancing
Trustworthy
Inspires Innovation

Nathan B.

Role: Industry Specific Role
Industry: Other
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Aug 2021

Excellent customer relationship tool

Likeliness to Recommend

9 /10

What differentiates SAP CRM from other similar products?

SAP CRM builds strong customers pipeline and channels that build customers trust as compared to other CRM tools I have used.

What is your favorite aspect of this product?

It has enabled our organization to identify areas that our customers need to be changed and act on that improving service delivery.

What do you dislike most about this product?

Sometimes the operation of this tool is slow but the overall performance is awesome.

What recommendations would you give to someone considering this product?

For effective customer relationship and service delivery to clients SAP CRM is the best tool to invest in.

Pros

Enables Productivity
Saves Time
Fair
Friendly Negotiation

Latest Research

SAP CRM

What is SAP CRM?

Company Details

Need Assistance?

Awards & Recognition

2025 Emotional Footprint Champion

SAP CRM Ratings

84 Likeliness to Recommend

Up 1 Since last award

96 Plan to Renew

Up 1 Since last award

82 Satisfaction of Cost Relative to Value

Up 1 Since last award

Emotional Footprint Overview

Emotional Footprint Overview

+85 Net Emotional Footprint

How much do users love SAP CRM?

Chart

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Sales Management Lead gen, pipeline management, team & geography-based assignment. Compensation & contract management. Ability to pull customer data from the social cloud.

Lead Management Track and optimize prospective customers through lead generation, customer inquiry and capture, filtering, grading distribution, and contact/lead nurturing.

Activity and Workflow Management Text or code-based and visual workflow designers.

Account and Contact Management Customizable records with customer demographic information, account history, and billing information.

Customer Service Management Includes case and ticket management, automatic escalation rules, advanced resolution tools, multi-channel integration, and in-band response capabilities.

Marketing Management Multi-channel campaign management and analytics, budget tracking, click-to-lead capabilities, and social property management, keyword mining, and analytics.

Collaboration Includes ability to view, share and direct work between co-workers in real or near real-time.

Analytics and Reporting Includes historical & real-time dashboard visualizations, detailed & summary reporting and easy data extraction for data analysis.

Quote Contract and Proposal Includes web portals, quoting capabilities, order tracking and fulfillment, and rapid deployment templates for e-commerce sites.

Telephony and Call Center Management Computer-telephony integration for bringing call info into the CRM suite. Advanced call recording, scripting, queuing, and Interactive Voice Response (IVR).

Mobile Ability to support multiple devices, OSes and platforms using mobile optimized, HTML-based web access and/or native applications.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

SAP CRM Reviews

James H.

Perfect customer relations product

Likeliness to Recommend

Pros

Emily K.

Fantastic product

Likeliness to Recommend

Pros

Nathan B.

Excellent customer relationship tool

Likeliness to Recommend

Pros

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Title

Up 1
Since last award

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Since last award

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Feature Ratings

Sales Management

Lead Management

Activity and Workflow Management

Account and Contact Management

Customer Service Management

Marketing Management

Collaboration

Analytics and Reporting

Quote Contract and Proposal

Telephony and Call Center Management

Mobile

Vendor Capability Ratings

Quality of Features

Vendor Support

Breadth of Features

Business Value Created

Ease of Implementation

Ease of Data Integration

Product Strategy and Rate of Improvement

Ease of IT Administration

Ease of Customization

Usability and Intuitiveness

Availability and Quality of Training