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SAP

SAP CRM

Composite Score

8.4 /10

CX Score

8.6 /10

185 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 Data Quadrant Champion

2025

2 Top Rated Capabilities

0 Top Rated Features

2025

2025 Emotional Footprint Champion

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

Conflict Resolution

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.

85 Likeliness to Recommend

95 Plan to Renew

83 Satisfaction of Cost Relative to Value

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Emotional Footprint Overview

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.

+87 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?

2% Negative

7% Neutral

91% Positive

Pros

Reliable
Respectful
Fair
Helps Innovate

Feature Ratings

Average 80

Lead Management

Sales Management

Activity and Workflow Management

Collaboration

Telephony and Call Center Management

Customer Service Management

Account and Contact Management

Analytics and Reporting

Marketing Management

Quote Contract and Proposal

Mobile

Vendor Capability Ratings

Average 81

Breadth of Features

Quality of Features

Vendor Support

Business Value Created

Ease of Customization

Product Strategy and Rate of Improvement

Ease of Data Integration

Usability and Intuitiveness

Ease of Implementation

Availability and Quality of Training

Ease of IT Administration

SAP CRM Reviews

Heather R.

Role: Human Resources
Industry: Government
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Feb 2021

Revolutionary Product with streamlining!

Likeliness to Recommend

10 /10

What differentiates SAP CRM from other similar products?

It’s more robust and can be tailored to the user

What is your favorite aspect of this product?

The reporting features and routing

What do you dislike most about this product?

User s able to see every state agency

What recommendations would you give to someone considering this product?

Make sure you have everything you want or need on front end. Don’t invite people to implementation that don’t understand how technology has limits. Primary key, etc.

Pros

Helps Innovate
Continually Improving Product
Saves Time
Client Friendly Policies

Cons

Leverages Incumbent Status

Role: Finance
Industry: Finance
Involvement: Initial Implementation

Validated Review

Anonymous Reviewer

Submitted Feb 2021

SAP, the name say it all!

Likeliness to Recommend

8 /10

Pros

Generous Negotitation
Helps Innovate
Continually Improving Product
Reliable

Latest Research

SAP CRM

What is SAP CRM?

Company Details

Need Assistance?

Awards & Recognition

2025 Data Quadrant Champion

2025 Emotional Footprint Champion

SAP CRM Ratings

85 Likeliness to Recommend

95 Plan to Renew

83 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+87 Net Emotional Footprint

How much do users love SAP CRM?

Pros

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

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

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

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

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

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).

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

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

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

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

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

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

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.

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.

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 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.

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

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.

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.

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.

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

SAP CRM Reviews

Heather R.

Revolutionary Product with streamlining!

Likeliness to Recommend

Pros

Cons

SAP, the name say it all!

Likeliness to Recommend

Pros

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Feature Ratings

Lead Management

Sales Management

Activity and Workflow Management

Collaboration

Telephony and Call Center Management

Customer Service Management

Account and Contact Management

Analytics and Reporting

Marketing Management

Quote Contract and Proposal

Mobile

Vendor Capability Ratings

Breadth of Features

Quality of Features

Vendor Support

Business Value Created

Ease of Customization

Product Strategy and Rate of Improvement

Ease of Data Integration

Usability and Intuitiveness

Ease of Implementation

Availability and Quality of Training

Ease of IT Administration