--- title: "SAP Customer Experience Software Pricing, Alternatives & More 2026 | Capterra" description: "With the help of Capterra, learn about SAP Customer Experience Software - reviews, pricing plans, popular comparisons to other Customer Service products and more." source_url: "https://www.capterra.com/p/77372/SAP-CRM/" page_type: "product" language: "en" publication_date: "2026-10-27" --- # SAP Customer Experience Software Review 2026: Features, Integrations, Pros & Cons Last updated on October 27, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Description](#description)[Use cases](#use-cases)[Alternatives](#alternatives)[FAQs](#faqs)[Pros and Cons](#pros-cons)[Features](#features)[Pricing](#pricing)[Support](#support)[Reviews](#reviews) SAP Customer Experience ## What is SAP Customer Experience? Make the most of relationships with customers by capitalizing on customer insight, improving front-line efficiency and effectiveness,streamlining critical business processes across and beyond customer touch points, and quickly adapting to changing business and customer needs. ## What is SAP Customer Experience used for? [CRM](https://www.capterra.com/customer-relationship-management-software/)[Customer Service](https://www.capterra.com/customer-service-software/)[Customer Experience](https://www.capterra.com/customer-experience-software/) Top alternative Featured Overall rating Based on 246 user reviews Reviews sentiment Positive 84% Neutral 11% Negative 4% Pros & cons Comprehensive client management tools Robust customer service features Complex and unintuitive interface Starting price $58 Per User, Per Month Free trial available Free version not included Capterra Shortlist charts the highest-rated and most popular products... Our "Best of" badge program showcases products with the highest ratings... Our "Best of" badge program showcases products with the highest ratings... Do you work for SAP Customer Experience?[Manage this product listing](https://www.g2.com/products/sap-sap-successfactors-hcm/claim_requests/new?auto=true) ## Compare with a popular alternative Capterra selects software alternatives based on relevant features, verified user reviews and user interactions. Placement may be influenced by client status. ### SAP Customer Experience 4.3 (246) VS. [4.4 (4,094)](https://www.capterra.com/p/164283/Zendesk/reviews/) Starting Price $58 Per User, Per Month Starting Price $115 Per User, Per Month Free Trial Free Version Pricing Options Free Trial Free Version Ease Of Use 3.9 (244) Ease Of Use 4.3 (18,151) Value For Money 4.0 (174) Value For Money 4.2 (12,836) Customer Service 4.2 (183) Customer Service 4.3 (14,069) ## SAP Customer Experience alternatives Highest Rated [4.7 (1,789)](https://www.capterra.com/p/102188/LiveAgent/reviews/) Starting price $15.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 97% of reviewers rated it above 4 stars [4.5 (832)](https://www.capterra.com/p/136189/Salesforce/reviews/) Starting price $25.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 91% of reviewers rated it above 4 stars [Salesforce Sales Cloud](https://www.capterra.com/p/61368/Salesforce/) [4.4 (18,816)](https://www.capterra.com/p/61368/Salesforce/reviews/) Starting price $25.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 90% of reviewers rated it above 4 stars [Learn More](https://www.capterra.com/p/61368/Salesforce/) [LiveChat](https://www.capterra.com/p/62194/LiveChat/) [4.6 (1,729)](https://www.capterra.com/p/62194/LiveChat/reviews/) Starting price $25.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 95% of reviewers rated it above 4 stars [Learn More](https://www.capterra.com/p/62194/LiveChat/) [View all alternatives](https://www.capterra.com/p/77372/SAP-CRM/alternatives/) ## FAQs about SAP Customer Experience Overview ### What problems does SAP Customer Experience solve? SAP Customer Experience solves fragmented customer-service and sales workflows by centralizing interaction histories, support tickets, orders, contracts, product availability, and pricing. It helps call-center agents, sales representatives, service teams, and field staff resolve complaints, track follow-ups, update customer records, and use reports to monitor pipelines, customer activity, and operational performance. Answer based on 166 reviews Overview ### Which roles and teams benefit most from SAP Customer Experience? SAP Customer Experience is most used by consultants, solution architects, and IT teams managing customer-platform implementations, integrations, and system administration. Sales and business development managers track customer interactions and support pipeline activity, while operations, purchasing, and project managers coordinate service processes, order-related workflows, and cross-functional customer data. Answer based on 229 reviews Overview ### What company size and industries is SAP Customer Experience built for? SAP Customer Experience is for marketing, sales, and customer service teams of any size, with enterprises comprising 42% of reviewers. Small businesses account for 34% and midsize businesses 24%. It is most commonly used in Computer Software (10%), Information Technology and Services (8%), and Telecommunications (8%). Answer based on 246 reviews Features and Usability ### What are the key features of SAP Customer Experience? SAP Customer Experience includes core CRM tools for contact management, customer history, lead and sales pipeline management, and support ticket management. Reviewers frequently discuss ticket notes, interaction tracking, customizable workflows, reporting/analytics, and SAP integration. Campaign management and marketing automation support targeted outreach across customer channels. Answer based on 110 reviews Integrations ### Does SAP Customer Experience integrate with Salesforce? SAP Customer Experience supports Salesforce-connected survey and form workflows that can sync contact data and update CRM records. Marketing and customer feedback teams value the ability to use existing Salesforce lists and capture responses in their CRM. However, teams may find Salesforce easier to use for some sales functions and should validate requirements during setup. Answer based on 32 reviews Getting Started and Support ### How easy is it to onboard and train a team on SAP Customer Experience? SAP Customer Experience takes time to onboard because its broad functionality, menus, and configuration can create a steep learning curve. Documentation is available for training. Reviewers indicate that users can learn routine, repetitive tasks relatively quickly, while new CRM users, business users, administrators, and teams configuring advanced features need more structured training and support. Answer based on 66 reviews Getting Started and Support ### What customer support options does SAP Customer Experience offer, and how do users rate the experience? SAP Customer Experience offers chat support. User feedback on support is mixed: some describe the team as helpful, professional, and effective at resolving issues, while others report slow responses, especially for urgent problems. Several users also find the interface complex, which can increase reliance on support. Answer based on 115 reviews Features and Usability ### How easy is SAP Customer Experience to use? SAP Customer Experience offers a functional interface for daily customer and sales work, but usability varies by setup. Many enterprise users find search, navigation controls, and built-in charts helpful, while others describe dense menus, dated visuals, and a steep learning curve. Training and thoughtful configuration matter, especially for advanced workflows. Answer based on 43 reviews Features and Usability ### How customizable is SAP Customer Experience? SAP Customer Experience supports extensive configuration for complex business processes, industry needs, fields, layouts, and reporting views. Enterprise teams value its flexibility and ability to fit SAP-centered operations, but advanced customization often requires skilled technical staff, coding knowledge, and ongoing maintenance. Highly tailored deployments can also make support and standard documentation less useful. Answer based on 39 reviews ## Pros and Cons Comprehensive client management tools 87% positive reviews out of 86 Most reviewers describe client support as enabling efficient, real-time management of customer data, interactions, and service requests across multiple channels. Fatture R. Digital Marketer, 201 - 500 employees. "SAP Customer has the valuable ticketing measures, where immediate customer assistance is something offered." Complex and unintuitive interface 52% negative reviews out of 54 Some reviewers describe ease of use as a challenge, citing confusing navigation, steep learning curve, and non-intuitive menus. Robust customer service features 83% positive reviews out of 24 Most reviewers indicate customer support streamlines service processes, centralizes client information, and enhances problem resolution for various industries. Lundi L. Customer Service, 501 - 1,000 employees. "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." ## Features AI summary Based on 5,357 Customer Service reviews Capterra data shows that buyers of Customer Service software rank the following features as their top priorities: - **Support Ticket Management** (**43%** of reviewers rated this feature as critical) - **Call Center Management** (**42%**) - **Multi-Channel Communication** (**39%**) SAP Customer Experience supports **Support Ticket Management** and **Multi-Channel Communication**, giving service teams a clear way to track customer issues and manage conversations across multiple touchpoints. However, it does not include **Call Center Management**. Instead, it offers other highly rated capabilities, including **Email Management** (**40%**), **Live Chat** (**43%**), and **Mobile Access** (**39%**), helping businesses respond faster, stay available across channels, and giving teams more flexibility when handling customer requests. Support Ticket Management 4.7 (14) 64.29% of 14 reviewers that rated this feature as important or highly important Allow customers/users to submit support queries and service requests Email Management 4.3 (20) 55.00% of 20 reviewers that rated this feature as important or highly important Manage, store and organize emails within the system or via third-party apps Mobile Access 4.5 (13) 53.85% of 13 reviewers that rated this feature as important or highly important Access software remotely via mobile devices Reporting/Analytics 4.7 (23) 65.22% of 23 reviewers that rated this feature as important or highly important View and track pertinent metrics to find patterns and gain insights from data Contact Management 4.3 (19) 73.68% of 19 reviewers that rated this feature as important or highly important Manage, organize, and store contact information Lead Management 4.4 (16) 56.25% of 16 reviewers that rated this feature as important or highly important Store information about leads or contacts and track, manage and nurture them throughout the sales process SAP Customer Experience 35 features ### All Features - API: Application programming interface that allows for integration with other systems/databases - Automated Routing: Tickets are automatically assigned to specific agents based on predefined rules - Campaign Management: Create a collection of marketing actions to complete specific goals and plan and analyze campaign results - Campaign Planning: Plan and strategize marketing campaigns - Channel Management: Manage various distribution channels, build relations with channel partners, and track their performance - Client Management: Manage contact details and communication with clients - Communication Management: Manage and track all internal and external communication conducted via calls, email, text, or chat - Contact Management: Manage, organize, and store contact information - CRM: Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system - Customer Complaint Tracking: Track customer complaints from initiation through resolution - Customer Database: A collection of customer information such as contact details, demographics, previous interactions, etc. - Customer History: Access previous interactions or concerns to maintain customer relationships - Email Management: Manage, store and organize emails within the system or via third-party apps - Feedback Management: Collecting, analyzing, and utilizing feedback from users or customers to improve a product or service - For Insurance Industry: Intended to be used by insurers - For Startups: Primarily serving startup companies - Forecasting: Form predictions based on past and present data/trends - Interaction Tracking: Track interaction history by documenting conversations for contacts - Knowledge Base Management: Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support - Lead Generation: Manage the process of attracting and converting business prospects into leads - Lead Management: Store information about leads or contacts and track, manage and nurture them throughout the sales process - Lead Qualification: Score a lead on their quality or likelihood to buy based on certain behaviors - Lead Segmentation: Divide leads into buckets based on predefined criteria and routing rules - Live Chat: Ability to chat online in real time - Marketing Automation: Automate workflows and trigger campaigns based on customer actions - Mobile Access: Access software remotely via mobile devices - Multi-Campaign: Manage multiple campaigns in one system - Multi-Channel Data Collection: Collect information from multiple sources - Pipeline Management: Track the progress of long term goals, campaigns, and opportunities, for sales, projects, business ventures etc. - Reporting/Analytics: View and track pertinent metrics to find patterns and gain insights from data - ROI Tracking: Monitor conversion rates and analyze effectiveness and profitability of marketing efforts - Routing: Plan daily routes to optimize employee scheduling and provide directions - Sales Pipeline Management: Pipeline view and tracking lead status - Search: Search and/or filter for items using names, keywords, descriptions, tags, metadata, etc. - Support Ticket Management: Allow customers/users to submit support queries and service requests --- Get Advice We can help you find the software with the features you need. Features 4.2 (243) 4.2 Based on 243 reviews ## Pricing Value for money 4.0 (174) Free Trial Basic $58.00 Per User,Per Month Value for money 4.0 (174) 4.0 Based on 174 reviews Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs. ## Support, customer service and training options Customer Service 4.2 (183) Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos Deployment - Web - Android - iPhone/iPad Typical users - Freelancers - Small businesses - Mid size businesses - Enterprises Customer Service 4.2 (183) 4.2 Based on 183 reviews ## User reviews Overall rating 4.3 Based on 246 reviews Filter by rating 5(118) 4(83) 3(33) 2(7) 1(5) Mentioned topic Sorted by most recent DL Denis L. Customer service rep Transportation/Trucking/Railroad ### "SAPCUSTOMERSERVICE2112" 4.0 Overall Rating 4.0 4.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 September 29, 2026 SAP Customer Service is a robust enterprise-grade customer service platform that works especially well for companies already invested in the SAP ecosystem. Pros Comprehensive service and field-service capabilities. Good for organizations needing a unified view of service, contracts, and financial data. Cons Higher implementation complexity than many SMB-focused CRM/service desk solutions. Generally more expensive than lightweight customer service platforms. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. India C. Benefits Verification Rep Hospital & Health Care ### "Enhances the customer experience " 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 0.0 0.0 Likelihood to Recommend 9/10 May 31, 2025 Pros Makes the customer service experience more personal and efficient. Gives the customer a great experience. Cons The software is easy to use but would like a better look and layout. There’s no confusion on how to use it but the appearance could be improved. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. RC Regina C. Process Analyst Financial Services ### "Great experience " 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 April 25, 2025 It was a good experience be use it makes your work processes simplified and have various capabilities Pros It is a system that allows you to respond to customers and well as process disputes Cons There was nothing that I didn’t like, it just took some flexibility to learn a new system compared to what I was used to Switched from [Mainframe Security Suite](https://www.capterra.com/p/170922/CA-Data-Content-Discovery/) It was not my decision . The company decided to switch to a more modern system Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. WE WILLIAM E. QA Specialist Biotechnology ### "SAP Customer Review" 3.0 Overall Rating 3.0 3.0 Ease of Use 2.0 2.0 Features 2.0 2.0 Customer Service 3.0 3.0 Likelihood to Recommend 3/10 April 10, 2025 My experience with this software has been largely frustrating due to its useless complexity and inability to adapt that complexity for use in simpler applications. Pros SAP gets the job done. It successfully helps manage supply chain and logistics. Cons SAP seems needlessly complex for the applications I utilize it for. User friendly is not a term that comes to mind when thinking of this software. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. Ajay N. Material Management Mechanical or Industrial Engineering ### "Sap CX add-ons " 4.0 Overall Rating 4.0 4.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 4.0 4.0 Likelihood to Recommend 8/10 March 7, 2025 It is better version of SAP CRM system service of SAP team. As data is on cloud it's waiting time is very less. Also it is not too complicated to use. Pros Ease with which average customer is able to connect to the Company for order , sales and services. Cons Still it is bot old fashioned, compared to sales orders options available, like simplicity of data entry. Switched from [SAP Product Lifecycle Management](https://www.capterra.com/p/77376/SAP-PLM/) Less processing time as data is stored on cloud. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. NT NUICA T. Accounts payable Accounting ### "Generous storage space" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 0.0 0.0 Likelihood to Recommend 9/10 February 12, 2025 I am very satisfied with the way it works, it helps me a lot in my daily activities Pros Great connectivity, generous storage space, friendly interface, does not get stuck, intuitive functions Cons it is one of the programs that works well, maybe other functions should be considered to generate more complex reports Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. SV Sharrell V. Accounts Receivable Media Production ### "SAP the good and the bad" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 6/10 September 26, 2024 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 Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. JF Jon F. Manager Computer Software ### "SAP CX is a beast" 5.0 Overall Rating 5.0 5.0 Ease of Use 3.0 3.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 September 21, 2024 Overall with a correct strategy and strong understanding of the sap customer experience suite we have been able to deliver value to clients. Pros SAP Customer Experience when integrated and implemented properly is incredible. Cons The cost and implementation challenges can be costly and difficult. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. AT Anjum T. BI Engineer Information Technology and Services ### "New but Innovative" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 4.0 4.0 Likelihood to Recommend 9/10 August 25, 2024 Pros Really easy to use and interactive CRM. Does the job really good. Cons Needs new features and constant updates. Not that widely used. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. DR David R. Operations Manager Banking ### "All the data we need to improve customer experiences" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 0.0 0.0 Likelihood to Recommend 8/10 May 3, 2024 Pros Ease of use, Cloud based so no impact on local storage capacity. "Intelligent" information which proved highly effective Cons All positives experiences to date using this tool Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. [View all Reviews](https://www.capterra.com/p/77372/SAP-CRM/reviews/) ## Top-rated software of 2026 ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox. 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