# SAP Customer Experience Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is SAP Customer Experience the right Customer Service solution for you? Explore 245 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/77372/SAP-CRM/reviews --- SAP Customer Experience 4.3 (245) [View alternatives](https://www.capterra.com/p/77372/SAP-CRM/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 13th, 2026 # Reviews of SAP Customer Experience Ease of use 3.8 Customer Service 4.2 ## Pros and Cons in Reviews AB Angelica B university Intern Pharmaceuticals, 5,001 - 10,000 employeesUsed the software for: I used a free trial. “A unified view of customers across all touchpoints is made possible by its strong customer data management capabilities, enabling tailored and targeted interactions.“ June 23, 2023 WE WILLIAM E QA SpecialistBiotechnology, 10,001+ employeesUsed the software for: More than 2 years. “User friendly is not a term that comes to mind when thinking of this software.“ April 10, 2025 IA Isaac A network architectComputer Networking, 201 - 500 employeesUsed the software for: 1-2 years. “As I have said before, as a future network engineer I have had the opportunity to use SAP Customer Experience to optimize the management of the customer experience in a small company with my team, and it remains to be said that this system has proven to be a comprehensive solution. and powerful to address our business needs, it provided us with a pleasant and pleasant experience when working for our clients, which has significantly improved our ability to provide an improved, personalized and quality service to them.“ May 17, 2023 AB Angelica B university Intern Pharmaceuticals, 5,001 - 10,000 employeesUsed the software for: I used a free trial. “The implementation procedure can be difficult and time-consuming, necessitating knowledge and careful planning.“ June 23, 2023 Alex P System Analyst.Telecommunications, 1,001 - 5,000 employeesUsed the software for: More than 2 years. “It gives us the ability to establish closer and stronger ties with our customers that will last over time, it allows us to collaborate with each of our functional business areas to provide a better customer experience.“ June 28, 2023 Edwin E ASConsumer Goods, 51 - 200 employeesUsed the software for: Less than 6 months. “The platform can have features that are not that great, like email.“ April 4, 2024 Alex P System Analyst.Telecommunications, 1,001 - 5,000 employeesUsed the software for: More than 2 years. “The experience has been really good from the first interaction, it provided us with the ability to establish closer and more consolidated ties with our customers, SAP allowed us to create relationships with customers that last over time, an organic and consistent experience SAP has proven to be a comprehensive solution in all aspects, a robust solution that provided us with everything we needed to cover the needs of customers without forgetting productivity, 10/ 10 for SAP.“ June 28, 2023 DC Darryl A C Business DevelopmentPublishing, 2 - 10 employeesUsed the software for: Less than 6 months. “Doesn’t seem to tax my server much“ March 3, 2024 ## Showing most helpful reviews Showing 1-25 of 245 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use M. Sohaib A. SAP Consultant Utilities Used the software for: 2+ years ### "SAP CRM has everything an organization needs to deal with Customers" November 21, 2018 5.0 Pros There are a lot of back end settings that make SAP CRM one of the best CRM software out there. It can be customized and tuned whether the organization implementing it is a utilities company or an FMC i.e. it caters the needs of all kinds of organization. Cons Need highly qualified personnel to implement the CRM. The scope of implementation has to be carefully and properly defined with proper documentation at each stage of implementation. Any undocumented modification can result in a lot of garbage in the system within no time. Review Source Sukesha W. Content Curator Education Management Used the software for: 1-2 years ### "Great CRM tool" February 2, 2023 5.0 I had an enriching and educational experience as I got to learn a new skill using SAP CRM Pros The feature I like best about SAP is its adaptability, it can be customised very easily as per the customers needs and the relevant sector. Cons It takes some time to learn to use the software, which might seem tedious to beginners but post that it is easy to use Switched from [Microsoft Excel](https://www.capterra.com/p/176574/Excel/) Company decision Review Source AB Aneesh B. Consultant Retail Used the software for: 2+ years ### "An end to end solution with seamless integration capabilities" June 19, 2015 3.5 Pros SAP CRM is a very robust product and SAP has done well over the past decade to cater to the CRM needs of customers across industries. The best part of SAP CRM is that it not only integrates seamlessly with other SAP softwares but also with various non-SAP softwares providing options to enterprises to keep using certain legacy systems at the same time. CRM solutions in general are very customer centric and SAP has done exceptionally well over the past few releases to come up with advanced features like Social Media Integration to capture market vibe in a more structured and organized fashion. While some of the core CRM modules keep getting better with frequent bug fixes, focus has been on adding new features to cater to industry specific needs. Another important aspect of this software is its ever improving UI. Since CRM 7.0 there has been considerable change in the UI which I should say is extremely friendly now. For customer who want to deploy SAP CRM solution faster, SAP provides them with Rapid Deployment Solution which reduces the implementation time and cost drastically. SAP CRM Best Practices are now successfully used across industries as a proven tool to successfully run business. SAP CRM on HANA platform has made data retrieval a very quick and hassle free affair. SAP also has a great community of developers and professionals who help to share ideas and answer questions when it comes to configuring and customizing their solutions. Another important thing is that for customers who do not want to invest in huge IT infrastructure , SAP CRM comes as an on demand (cloud) solution with most of the features from its on premise version. Cons SAP CRM releases newer version at a relatively slower rate than most of its competitors. Configurations in SAP CRM backend still remains pretty complex and require highly skilled and experienced professionals to do so. Though SAP CRM can be used as a standalone product but the usability is drastically reduced when SAP ERP is not implemented. Standalone SAP CRM analytics is very basic in its present form and cannot cater to customer need without complex customization.Lastly, lets face it, SAP solutions are still heavily priced compared to other vendors and quite understandably SAP CRM consultants are pretty expensive to hire. Review Source Ravikumar M. Sap Basis Consultant Computer Software Used the software for: 2+ years ### "SAP Hybris application is boosting your organization " October 23, 2018 5.0 I am basically administrative consultant to deployed in the server and configuration of the sap application for the integration level Pros The hybris application have lack of clarity and more features inbuilt and inefficient solution and improve the optimization of your business. Cons I have not yet identified the failure of my application or organization level. it boosting my skill as well as improving the lot of additional feature. The one thing needs to delivery new add-ons on quarterly basis Review Source Anastasiia M. Customer Servicer Representative Chemicals Used the software for: 1-2 years ### "SAP as a primary tool for managing Customer Expierience" September 11, 2022 4.0 Good - it is easy to get the job done with SAP, but the user experience is quite poor. Pros SAP offers a lot of features than can address most of the possible business cases. Cons The User Interface and User Experience is on a very low level - the interfaces seem to be very outdated when compared to the modern competitors. Review Source Ritam D. SAP EAM Consultant Information Technology and Services Used the software for: 2+ years ### "SAP Experience in Enterprise Asset Management" September 22, 2022 5.0 Pros Can be customized according to user requirement with the help of Enhancemnets and ZTables. Cons Standard table entries cannot be rectified directly and correction programs need to be build. Reason for choosing SAP Customer Experience There are no such alternative product in market as efficient as SAP yet. Review Source Raheel A. Assistant Business Manager Telecommunications Used the software for: 1-2 years ### "SAP Review" January 9, 2022 5.0 my experience is good using this efficient , user friendly tool with accuracy of inventory and reports. Pros It is efficient tool for business , company mainting their inventory management , account side , as part of telecommunication industry we use this software for maintaing Modems, Drop wire , Rossets and this software make our job more easy. Cons My use on this software is limited as per my job requirement but one thing that i would share that instead of codes name enrty would be easy Review Source Logan M. Distribution Specialist Construction Used the software for: 6-12 months ### "A hearty program to organize details" April 15, 2019 4.0 Helpful but exhaustive. Pros SAP gives the user the ability to organize multiple operations and is transparently available to anyone in the company to view and edit if need be. Helpful for large companies to create and organize portfolios for individual transactions. Cons I found SAP to be a steep learning curve as there are many steps to do just one thing. It is not very creative and can be more of an exhaustive step in the job process than a streamlined step. It communicates with multiple internal parts so one change in one part may affect another so being highly detail oriented is recommended for this program. Review Source Stephanie C. Operador NOC Telecommunications Used the software for: 6-12 months ### "SAP CRM" February 12, 2019 5.0 I have had a very good experience with this tool because it allows me to leave notes on each of the tickets and in the future I can use them to validate information and resolve the client's failure more quickly. The tickets that I create in SAP CRM are to solve glitches in clioentes so I use it daily to be able to do this in a frayed and simple way. Pros I use it every day to create incidents of clients that report failure in their internet or telephone service and I like them a lot that is quite simple to manage and in turn you can have a large database of each ticket that you create because everything is stored. Cons In some cases the tool hangs and takes time to update. Review Source Lucas M. Customer Success & Sales Sports Used the software for: 2+ years ### "It connects many other systems making it a very functional program." April 20, 2018 5.0 Pros I really like that I'm able to make orders that can automatically be handled by our production team, that are in a different town. Cons It takes a lot of effort to install this in your company, and it's so difficult that you need experts to adjust settings. Review Source SV Sharrell V. Accounts Receivable Media Production Used the software for: 1-2 years ### "SAP the good and the bad" September 26, 2024 4.0 Once I learned it it was good. It also gives you an extra marketable skill for the future. Pros Once you learn how to use it it is a great tool for customer service and data. Cons There is a definite learning curve to "getting it". That can be frustrating. Also I have been advised several times that others cant interface with anyone who uses uit. Review Source VR Verified Reviewer Freelancer Market Research Used the software for: 1-2 years ### "SAP Customer Experience review" December 2, 2022 4.0 Overall my customer user experience is quite positive and I'm looking forward to using it again Pros AI-powered insights help make each customer feel as if they were their own. This invaluable tool allows you to proactively engage and understand your consumer while respecting their privacy preferences at every point in their journey. Machine learning and intelligent automation help you engage and sell.it has so many options, customer interaction is seamless and the software is excellent for me Cons The User Interface of SAP is quite complex especially for newbies who are not techie although if you have an experience in Customer Service you will somehow get the hang of it somehow as time goes by but its not easy to understand Review Source VR Verified Reviewer Computer and communication engineering Computer Networking Used the software for: 1-2 years ### " provides real-time insights and analytics" May 9, 2023 4.0 Pros SAP Customer Experience provides a comprehensive suite of solutions that can help businesses manage all aspects of the customer journey, from marketing and sales to customer service and support. Cons The software requires ongoing maintenance and updates, which may require additional resources and support. Review Source VR Verified Reviewer Commis Chef Hospitality Used the software for: Less than 6 months ### "Getting customer feedback is incredible now." August 17, 2023 4.0 For small to large business, this is a great application to use for getting and analyzing all the customer feedback and work on. It saves time and the ROI is top notch. Pros Our company relies on customer feedback and appreciate it greatly. We can get the customer feedback via email and also when they visit us. The dashboard is great to use and easy to navigate. Also rapid deployment solution is a huge addition to the features. Cons The customer support team needs to be more fast when contacted. Sometimes the application does error in cloud run. Switched from [Loyverse Customer Display System](https://www.capterra.com/p/233821/Loyverse-Customer-Display-System/) Better integration of features. Review Source MD Megan D. MSP Sales Information Services Used the software for: 2+ years ### "SAP Review " October 3, 2023 4.0 Pros \- Ability to get a list of all your sales orders-Ability to view customers credit limit Cons \- All of the blocks on orders can get complicated - It crashes a lot & can be quite slow Review Source VR Verified Reviewer Sales Information Services Used the software for: 1-2 years ### "Too much for too little" April 9, 2019 3.0 In the end I have to say that he did his job. A normal CRM with standard functionality, considering that in 2019 there are less noble platforms, much more performing and definitely less expensive. Pros A few things in my opinion. I used this CRM for 2 years because the company I was working on had implemented it as a partner. I must say that as a discrete expert of CRM software this is the absolute worst that I have ever used. And for what it costs, I really don't think it's worth it. Cons Limited functionality, especially considering the cost per license. Quite closed system, difficult to integrate with third-party systems. Assistance almost non-existent, slow and non-conclusive. Review Source VR Verified Reviewer Accounting Officer Accounting Used the software for: 2+ years ### "Convenient and accessible" September 9, 2018 5.0 Pros Its allows you to process cash transaction in real-time. It provides the ease of tracking volume of transaction on a day to day basis. In addition, it aids the audit of possible theft and fraud transaction. Cons The license for the system is very costly. Also, one person at a time can use it. Multiple usage is not possible so you have to wait for the other user for you to proceed with your transaction. Review Source VR Verified Reviewer Investment Banker Telecommunications Used the software for: 1-2 years ### "SAP CRM" February 23, 2019 5.0 Pros data is easy to view and input, functionality meets the needs of our business especially sales monitoring, pipelines, product listings especially when sales team needs to be updated on the latest prices Cons complicated to use. its a hassle to use especially when you are out of the office and internet is slow. when there is a lag you need to redo the process from the start. we wish there was an offline mode. when we input new clients, new accounts all details are lost when the internet drops and you are unable to save. Review Source AS Ajit S. Senior Executive Utilities Used the software for: 2+ years ### "One of the best and most comprehensive CRM software" February 9, 2022 5.0 Pros Ticket management, Customer interaction logs, Customized reports, Ease of integration with existing SAP framework Cons Complex transaction codes, Poor UI, slow processing speed Review Source TK Tomasz K. Production Engineer Farming Used the software for: 2+ years ### "Engnineer in SAP " May 24, 2023 4.0 Pros A multitude of functions that can be used on a daily basis. Cons It is quite complicated, has a lot of functions, but you need to know the names of these transactions in order to use them. Review Source VR Verified Reviewer Global IT Application engineer Financial Services Used the software for: 1-2 years ### "Very Compatible to user" December 21, 2020 4.0 Very much satisfied. Pros SAP CRM 7 hosted on web. That is most interesting thing. Cons Sometime it run little slow as it is hosed on web so speed should be improved Review Source SM Scott M. Manager Hospital & Health Care Used the software for: 2+ years ### "Inventory management at its best " July 31, 2020 5.0 Pros Once you have the correct access and TCodes SAP is a powerful beast. I use SAP daily to keep an eye on inventory locations and my team is able to refurbish service equipment using SAPs processes as well keep their time and materials used for said work. Cons SAP isn't the prettiest software as I know that might sway someone one way or the other but if you are looking for a powerful tool then it is the industry leader. It is also very clicky and the learning curve to the software is a long one but once you do your tasks a few times you won't need your notes much. Review Source VR Verified Reviewer Post Graduate Engineering Trainee Mechanical or Industrial Engineering Used the software for: 6-12 months ### "Excellent system for integration of all you business into a single platform" July 17, 2019 4.0 Purchase requisitions,process flow, and live status of the product and any particular operation can be done with very ease. Pros The ease of working, speed of the application for businesses. The Purchase requisitions can be sent to the top management with in fraction of seconds. This can be used to check the Process flow chart and live status of any operation and availability of any stock in the premises. Cons This is bit complex to learn, Some training is needed for it's usage. Review Source NB Nate B. Owner Consumer Goods Used the software for: 2+ years ### "Great for tracking work" April 14, 2022 5.0 Pros It makes keeping inventory for unstarted, WIP, and finished goods separate easy. Cons It takes a minute to learn, but that's the case with about every piece of new software. Review Source CR Chris R. After sales engineer Electrical/Electronic Manufacturing Used the software for: 2+ years ### "SAP CRM Powerfull tool, can be difficult" October 2, 2018 5.0 Overall it is a very powerful tool, I just wish it was a little faster to respond and save. Pros I like that the CRM links directly to SAP and can dig out information directly. As long as information is loaded in SAP, it is in CRM Cons It can be PAINFULLY slow. I understand that there is a huge amount of data, but it would make life easier if it didn't have to chug through the data. Simply entering 1 ticket can double the time it should take as CRM loads/saves.. 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