--- title: "SAP Customer Experience Reviews 2026. Verified Reviews, Pros & Cons | Capterra" description: "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_url: "https://www.capterra.com/p/77372/SAP-CRM/reviews/" page_type: "reviews" language: "en" --- 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 August 3rd, 2026 # Reviews of SAP Customer Experience Ease of use 3.8 Customer Service 4.2 ## Pros and Cons in Reviews JF Jon F ManagerComputer Software, 10,001+ employeesUsed the software for: More than 2 years. “Overall with a correct strategy and strong understanding of the sap customer experience suite we have been able to deliver value to clients.“ September 21, 2024 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 LL Lundi L Customer ServiceConsumer Services, 501 - 1,000 employeesUsed the software for: More than 2 years. “SAP is one of the best tool to use on customer service and it gives clear understanding of whats going on on the account as it give you the error messages when something went wrong.“ February 22, 2024 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 JF Jon F ManagerComputer Software, 10,001+ employeesUsed the software for: More than 2 years. “SAP Customer Experience when integrated and implemented properly is incredible.“ September 21, 2024 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 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 JJ Jillanie J FreelancerMarket Research, Self-employedUsed the software for: 1-2 years. “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“ December 2, 2022 ## 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 AB Angelica B. university Intern Pharmaceuticals Used the software for: I used a free trial ### "SAP Customer Experience Review: Enhancing Business Success through Seamless Customer Interactions" June 23, 2023 5.0 In order to manage client interactions and enhance sales procedures, I got the chance to use SAP client Experience during my internship in the university's pharmaceutical product development and research department. The program turned out to be a useful tool because it allowed for individualized interactions with clients and gave us a unified perspective of their journey. We were able to efficiently streamline our efforts and nurture prospects because to the powerful marketing automation features. Our ability to make data-driven decisions was made possible by the integration of SAP Customer Experience with SAP Analytics Cloud. All things considered, SAP client Experience was extremely important in improving our client engagement methods and raising our sales efficiency. Pros For companies looking for complete CRM solutions, SAP Customer Experience offers a variety of benefits. A unified view of customers across all touchpoints is made possible by its strong customer data management capabilities, enabling tailored and targeted interactions. Effective client involvement is made possible by the software's potent marketing automation features, which also include lead nurturing and campaign management. The seamless integration of SAP Customer Experience with other SAP products, including SAP S/4HANA and SAP Analytics Cloud, guarantees a smooth data flow and makes it possible to gain real-time insights for wise decision-making. Furthermore, the platform's flexibility and scalability enable organizations to expand and react to changing client demands. Cons Although SAP Customer Experience has many advantages, there are a few things to bear in mind. The implementation procedure can be difficult and time-consuming, necessitating knowledge and careful planning. Additionally, small firms with tight budgets can find the software's pricing structure excessive. A severe learning curve has been mentioned by some users, especially when configuring advanced features and customizations. Last but not least, the platform's considerable capabilities can produce a complicated user interface, necessitating appropriate training and continuing support. These restrictions are, however, outweighed by the software's extensive features and scalability, which surpass its short-term drawbacks. Review Source IA Isaac A. network architect Computer Networking Used the software for: 1-2 years ### "Providing a clearer and easier experience to customers in a company thanks to SAP Customer Experienc" May 17, 2023 5.0 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. I would definitely use this tool again. Pros As I said in a review I did before, I worked with other SAP systems or similar to this one to improve the experience of the clients we had in a small company, and it must be said that this one, like others, I liked a lot because of its functions in specific areas, such as: marketing, e-commerce, sales and customer service. Also another pretty good point about this tool was that it provided us with powerful analysis and reporting tools, which allowed us to gain valuable insight into the performance of their customer experience strategies. Cons I must admit that strange as it may seem, I did not find anything negative about this tool. Reason for choosing SAP Customer Experience We chose this tool through a raffle held among all the members of my work team. Review Source VR Verified Reviewer AS Consumer Goods Used the software for: Less than 6 months ### "A company's success journey" April 4, 2024 5.0 Pros Great for handling a lot of data from customers, integrating different sources, and customizing to the business needs Cons The platform can have features that are not that great, like email. Additionally, it could make use of a better design, something more modern. Review Source EA Enrico A. Customer Service Manager Information Technology and Services Used the software for: 1-2 years ### "Why SAP Customer Experience Is The Best " February 9, 2024 5.0 Pros I like the customer experience and customer service features The software comes with contact management and following on customer history is easy too. Cons With SAP Customer Experience, everything has been smooth. Review Source MM Matjaz M. QA, support Information Technology and Services Used the software for: 2+ years ### "Sap Customer Experience" November 15, 2022 3.0 Not so satisfied, but the product (products in a package) are getting better with years, Pros Support ticketing option is a nice feature. Works great in a bigger companies. The response of a support engineer is another topic. Cons Very slow software. Often crashes under heavy usage on the same page. Mobile support not done properly. Review Source VR Verified Reviewer Manager Service Desk Consumer Goods Used the software for: 2+ years ### "SAP CRM Sales Tool you can Count on" January 22, 2019 5.0 Pros I really like that I can use this in a browser it really makes our call center work better. Cons There is a steep learning curve in getting to know the UI and how to use it. Review Source MH Meghann H. CEO Retail Used the software for: 1-2 years ### "GREAT CRM Program" April 5, 2024 5.0 It was really great and helped in the customer experience I provided to my clients at that time. Pros I loved the user friendly options that SAP provided. I was new manager when I started using the program so that really help. Cons Occasionally, SAP would run really slowly. Making it difficult to input items quickly. Review Source VR Verified Reviewer Project Analyst II Environmental Services Used the software for: 2+ years ### "Great Program" March 5, 2019 5.0 Pros We like the user friendly aspect of SAP CRM. Everything reads well together. The reports that we are able to use are also EXTREMELY easy to use. Cons The software is fine, out network goes down often which is an internal issue. There are really no Cons for using this software. Review Source VR Verified Reviewer Product Development Executive Electrical/Electronic Manufacturing Used the software for: 2+ years ### "Best software to connect data of a organization" July 17, 2019 5.0 I'm using this for the procurement and purchasing purposes in our organization. It's very easy to update to the system and get approval through system as well Pros Can enter data and use to connect all the stations of a organization Cons Nothing much I dislike about the SAP system Review Source VR Verified Reviewer Project Manager Computer Software Used the software for: 1-2 years ### "A Powerful CRM " March 18, 2019 4.0 Pros It has great functionality to store and input customer data. We found integration with other systems easy to accomplish. I do think this is suited to larger companies than small ones. Cons It is a large system with many screens and places to input data. For smaller companies I think training was lacking in how to fully implement customize the system. It also ran very slowly for us. Review Source Jason S. Data Center Tech Consumer Goods Used the software for: 2+ years ### "A great way to organize, control, process, and manage customers and orders. " September 12, 2017 4.0 Pros CRM has a great user portal. There are a lot of fields, but they are all useful. The depth of the tool is not overwhelming. It is easy to navigate to any screen with the navigation buttons. This system makes for easy integration with other payment and related software. This tool is very customization to fit the needs of any organization. Cons There is a lot of information to learn in order to quickly and effectively navigate this tool. This can be overwhelming for beginner and intermediate users. Review Source DP Dipesh P. Student Banking Used the software for: 2+ years ### "Best CRM tool with vast features" May 17, 2018 5.0 Pros In SAP CRM, there are various modules like Service, Sales, Marketing etc. Service module provides extensive features including service orders, service plans. You can manage your company's sales through Sales module. Marketing consists of lead, campaigns, loyalty management etc. It is a poweful tool for any large business. Cons SAP CRM has WebUI, which is difficult to customize but easy to configure. You require a lot of SAP WebUI programming to enhance this WebUI. Review Source PA Parul A. Senior consultant Computer Software Used the software for: 2+ years ### "Extensive features & one platform for generating reports" November 18, 2022 5.0 Pros Extensive features & one platform for generating reports,creating leads, customer exp. Cons Can be more stable product & more features can be provided. Review Source LM Leo M. Customer Service Representative Used the software for: 6-12 months ### "All in one CRM but slow and complicated. " February 18, 2019 3.0 Overall, this software is for the advanced users only. Not too user friendly and very slow. I would still recommend it if you have the patience on learning on how the software works. Pros All that you need is there. You can compose an Email, create reports, sync it to your soft phone, data entry and all the information that you need. With just a click on the search button, everything that you need will be there. Great customer support too! Downtime will not take so long before it gets fixed. Cons Sometimes all the clicking is so complicated. The software is super slow. Sometimes it will take forever to load up specially when you open multiple tabs. Crashes most of the time even if you have a fast computer. Very complicated commands that it will take time before you figure them out. 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