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What is SAP CRM?

"SAP CRM is a platform that manages customer communication from multiple channels. "

Customer relations in one integrated suite. All customer interactions, from calls, emails, social media, and live chat can be tracked, managed, and evaluated. Tasks and dates can be prioritized, follow-ups can be scheduled, and team selling supported, using the CRM.

SAP CRM is a customer relationship and engagement platform built to enhance users' engagement capabilities and enable them to provide smooth and personalized customer experiences at every opportunity and across multiple channels.

The software improves the sales and marketing, boosts customer engagement, drives sales, and streamlines order-to-cash processes, among others.

SAP CRM scored 83/100 in the CRM category. This is based on user satisfaction (71/100), press buzz (64/100), recent user trends (rising), and other relevant information on SAP CRM gathered from around the web.

The score for this software has improved over the past month. What is this?

SAP CRM Awards

SAP CRM CRM Software Award 2017 SAP CRM Quality Choice Badge 2020 SAP CRM Trusted Vendor Badge 2020

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SAP CRM Review

Editors' Review by the CRM Software Review Team

Customer relationship management software with SAP

Manufactured by SAP SE, SAP CRM (Customer Relationship Management) is an integrated CRM software solution that helps a variety of medium- to large-sized businesses in all sectors to achieve their most crucial operational requirements. It mainly provides companies with a platform to oversee communications coming from various channels. With SAP, companies can enjoy the convenience of monitoring customer relations in a single integrated suite.

What Does SAP CRM Do?

As suggestive of its name, SAP CRM is designed to offer users with an effective platform that enables them to maximize their employee-to-customer engagement capabilities. As a software that helps optimize customer interactions, SAP CRM can be used by various businesses to better understand customer movement and behavior across multiple channels.

With this software, businesses can easily track, manage and analyze all forms of customer interactions including live chats, emails, calls and social media interactions. In addition, they can also schedule follow ups in a breeze as well as choose a set of tasks and dates to be prioritized and facilitate effective team selling through the software.

Being a part of the SAP Business Suite, the software provides a variety of solutions that are compatible with different types of operating systems, hardware platforms and other applications. This is partly because SAP CRM, in particular, was built based on SAP NetWeaver as a tool for custom development that can be easily integrated with a range of available systems and other applications. As an end result, the software helps improve the customer-focused areas in businesses including customer engagement, marketing and sales. It is also useful in streamlining order to cash processes.

This software provides users with a wide variety of features including:

CRM analytics
This allows users to collect relevant information on various key factors while simultaneously helping them analyze such information. This effective process makes it possible for the users to come up with more insightful decisions on what to do and how to best react to events happening in different operational processes.

Provides several channels for customer interaction

The software is designed to be implemented in various customer interactions channels including the internet, several handheld devices and the Interaction Centre as well.

SAP business communications management

This feature provides users with a highly competitive IP communications solution that’s great for contact intensive establishments and multichannel contact centers. Instead of having to use faulty and time-consuming communications systems hardware, users can opt for a more streamlined software-based IP solution.

SAP CRM Review

The benefits of using SAP CRM

Resources for sales teams

The benefits of using SAP CRM go beyond what users of traditional CRM enjoy. It provides them with an additional set of advanced features in addition to having efficient sales force automation. With the help of this software, the sales team coming from any form of business have the resources to come up with useful insights to help them up their sales and performance. It allows them to simplify a complicated string of businesses processes using SAP CRM tools that enhance customer engagement, facilitate real-time pipeline management and provide efficient business forecasting.

Target specific consumers

Since it is essential for the growth of any business to be able to market their products and services efficiently, businesses will benefit from the use of this software since it helps them pinpoint and target the right base of consumers. Tracking and analyzing consumer behavior is made easier as businesses are able to access real-time data using SAP CRM. Aside from the quality of data the software can provide, the speed in which it is delivered is also beneficial to the user since it enables them to provide their own customer base with personalized, relevant and contextual services that enhance their experience.

Improved online shopping experience

SAP CRM is a huge help especially to users who maintain digital stores. It enables these business owners to provide their consumers with a more satisfying and convenient way to experience online shopping through several options such as social, mobile and ecommerce. Aside from enhanced user experience, the businesses using this software can also manage their inventory more efficiently and in real time without necessarily having to shell out more on operational expenses.


As with most software providers, SAP CRM is offered to interested users as a free trial version. You can avail of that first before you upgrade to one of their paid monthly packages in order for you to assess which package is best suited for your business. For more details on their pricing, you can contact SAP CRM directly to provide you with a quotation.


All in all, SAP CRM is a useful software for businesses that plan to enhance or make the most out of their customer engagement capabilities. This provides them with a reliable and effective platform to track and analyze consumer data in order for them to respond effectively to their needs. Given the quality of the resources they can gather through SAP CRM, businesses are better equipped to provide their customers with a smoother and more customized experience through a variety of digital venues.


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SAP CRM Product Overview

  • On-Premise Deployment

  • Marketing Resource Management

  • Marketing Analytics

  • Campaign Management

Languages: English, German, Chinese, Hindi, Japanese, Spanish, French, Russian, Italian, Dutch, Portuguese

SAP CRM Features

  • 2-Factor Authentication
  • API
  • Audience Targeting
  • Batch Permissions & Access
  • Brand Management
  • Calendar Management
  • Contact Management
  • Contact Sharing
  • Conversion Tracking
  • Customer Management
  • Dashboard
  • Data Export
  • Data Import
  • Data Visualization
  • Email Integration
  • External Integrations
  • File Sharing
  • File Transfer
  • Google Apps Integration
  • Lead Management
  • Lead Scoring
  • Marketing Automation
  • Multi-User
  • Notifications
  • Password & Access Management
  • Scheduling
  • Social-Media Integration
  • Task Scheduling/Tracking
  • Third-Party Plugins/Add-Ons
  • Call Tracking
  • Click-to-Dial
  • Sales Automation


Does SAP CRM offer an API?

Yes, SAP offers a set of public APIs.

Does SAP CRM offer guides, tutorials and or customer support?

SAP CRM offers Email Support, Phone Support, Live Chat, Training, Tickets, Videos, Help Documentation, and Tutorials.

What are some applications SAP CRM is commonly used in tandem with?

It is mainly used in tandem with marketing automation software, and purchasing and procurement solution.

Does SAP CRM offer multi-user capability (e.g. teams)?


What is SAP CRM generally used for?

SAP CRM provides marketing solutions for big data analytics, segmentation, multichannel campaigns, loyalty, and resource management.

What platforms does SAP CRM support?

SAP CRM supports web-based applications, Windows, and Mac.

Who are the main user groups of SAP CRM?

The main user groups of SAP CRM are enterprises of all sizes.

Does SAP CRM integrate with any other apps?

Yes, it integrates with:

Mule ESB, Anypoint Platform, Marketo, eBuyer Assist Procurement, SAP ERP, Sofon Guided Selling, and more.

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SAP CRM Alternatives

Salesforce CRM
  9975 ratings 88/100
  0 ratings 91/100
  2264 ratings 89/100
  634 ratings 85/100
Agile CRM
  333 ratings 92/100
  769 ratings 93/100

SAP CRM User Reviews

Average User Rating:
3.57/5 based on 188 user ratings.
Your Rating:
User profile picture

"Great product for AP/AR"

What do you like about SAP CRM?

Used the document management side mostly and I can say that SAP CRM nailed it again! Also trustworthy and reliable in AP/AR netting and always giving the correct and updated/live data. Has also lots of reporting functions.

What do you dislike about SAP CRM?

Changing between functions take time and this should have been faster. Not mobile supported.

What have you been using it for and what problems did SAP CRM solve?

Easily got the outstanding amount from a vendor or a customer when netting between AP and AR. Especially we had some vendors that were bankrupt and because of SAP CRM, we overcome the solutions easily and cleared the balance without any failures.

Ease of use
Value for money
Customer service
User profile picture

"Advanced customer satisfaction."

// IT Professional at

What do you like about SAP CRM?

SAP CRM offers deep insights of hidden information of customers and help in finding leads and opportunities.It motivates the sales team on selling more thus improving their performance and also the companies revenues.It is easy to use with a friendly user interface.The customer support team is responsive and offer technical support in a timely manner.They are available on live chat ,emails and telephone which makes it easier for customers to contact them.

What do you dislike about SAP CRM?

SAP CRM is expensive to purchase for small business therefore it is more suited for large companies.To be able to install the software on premise it requires one to be knowledgeable or have some information technology skills to be able to deploy the software without errors.

What have you been using it for and what problems did SAP CRM solve?

SAP CRM solves all the customers problem with a short period of time which is impressive.It increases interaction between customers and the company through social interaction platform provided by the software.It has also manages our leads and contacts and helps identify new ones and separate them from the old ones to avoid confusion.The sales activities also has increased as sales team have been able to close deal and become more organized.

Ease of use
Value for money
Customer service
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