# Page 2 | SAP Customer Experience Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 2 - 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 # Page 2 - Reviews of SAP Customer Experience ## Showing most helpful reviews Showing 26-50 of 245 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Ajay N. Material Management Mechanical or Industrial Engineering Used the software for: 2+ years ### "Sap CX add-ons " March 7, 2025 4.0 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 India C. Benefits Verification Rep Hospital & Health Care Used the software for: 2+ years ### "Enhances the customer experience " May 31, 2025 5.0 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 RC Regina C. Process Analyst Financial Services Used the software for: 2+ years ### "Great experience " April 25, 2025 5.0 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 WE WILLIAM E. QA Specialist Biotechnology Used the software for: 2+ years ### "SAP Customer Review" April 10, 2025 3.0 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 NT NUICA T. Accounts payable Accounting Used the software for: 2+ years ### "Generous storage space" February 12, 2025 5.0 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 JF Jon F. Manager Computer Software Used the software for: 2+ years ### "SAP CX is a beast" September 21, 2024 5.0 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 FR Fatture R. Digital Marketer Food & Beverages Used the software for: 1-2 years ### "Satisfactory Customer Help from SAP Customer" April 22, 2024 5.0 Pros SAP Customer has the valuable ticketing measures, where immediate customer assistance is something offered. Cons SAP Customer is conventional and it makes an immediate and impressive facilitation. Review Source AT Anjum T. BI Engineer Information Technology and Services Used the software for: Less than 6 months ### "New but Innovative" August 25, 2024 4.0 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 Arvind Kumar A. Solution Architect Leisure, Travel & Tourism Used the software for: 2+ years ### "Easy to learn and work with, yet most powerful Java based eCommerce platform" December 17, 2019 5.0 Pros 1\. SAP Hybris is based on Spring framework. Because Spring is the most widely used framework in Java fraternity, finding developers and architects who can be quickly made productive on the Hybris platform is much easier as compared to that on other platforms. Moreover, there are strong SAP Hybris communities at answers.sap.com and stackoverflow.com. 2. SAP Hybris has been consistently at the top position as rated by Gartner and ForresterWave. The selection criteria for these two agencies have been most respected for many years. 3. The business tooling is very extensive and business users find the merchandising tools quite intuitive. Hybris SmartEdit (which is a tool enabling the business users to make changes to the website content as intuitive as editing a live site and previewing it on multiple devices before publishing the changes to the live site) is the only tool of its kind provided by any Java-based eCommerce platforms. 4. SAP Hybris sticks to releases as per the roadmap published well in advance. At the same time, SAP Hybris comes up with the required patches (e.g. security patches) immediately when they are deemed critical for businesses. 5. The documentation is quite rich and there are more than one sites (e.g. help.hybris.com, wiki.hybris.com, www.sap.com/cxworks etc.) where relevant help is available. 6. The licensing is very flexible. 7. There are many deployment options e.g. on-premise, on SAP cloud infrastructure, on a public cloud infrastructure. Cons 1\. The CMS and personalization still have some room for improvement. 2. SAP needs to campaign for SAP Hybris as AWS does for its cloud. After having worked with many different eCommerce platforms (including the top three), I can say that it is the best platform. Yet, because of the lack of proper campaign many customers, are not aware of its strengths and the array of features. Review Source VR Verified Reviewer Technical Lead Information Technology and Services Used the software for: 2+ years ### "One of the best commerce platform out there" December 30, 2019 5.0 I have found SAP hybris a complete package with all the relevant features required in any e-commerce application. A lot of third party integrations has made it more usable and integrated with other systems. It also has presence on SAP cloud. So, overall its a good product. Pros 1\. It provides e-commerce functionality to the businesses, which helps in direct selling of the products from the producer to the consumer. 2. It provides almost all the e-commerce functionalities, and a lot of third party integrations for media(images, videos, etc.), tax calculations, payment providers, and a lot more already out-of-the-box. The product also has ample space to expand and customize the existing platform as well as per the business requirements. 3. After the acquisition of SAP, the product has been changed to make it adaptable to SAP environment. SAP has provided a lot of integration channels to integrate it with other SAP products, for example, SAP Revenue, Billing, Marketing, Sales and Service to name a few. As a result, it helps in overall revenue generation of the businesses. 4. The product has been extended into major industries apart from only retail. 5. There is a lot of improvement going on with every release and the product is always up-to-date with the latest changes in programming languages and in incorporating other new technologies. Cons 1\. There are still a lot of legacy bugs that needs to be fixed even in the core platform and commerce modules. 2. A lot of common functionalities are still not being provided and need to be implemented by the solution providers in every project. Such common functionalities can be provided out of the box. One such feature could be GDPR especially used within the projects involving EU sites. 3. SAP needs to focus more on technical improvement of the project and not just on marketing aspects. 4. SAP needs to publish a common set of steps publicly for the partners providing the solutions, starting from the setup of the project until the go-live of the project to avoid delays and to build better customer reputation. Alternatives considered [Adobe Commerce](https://www.capterra.com/p/227129/Magento-Commerce/)[Salesforce B2B Commerce](https://www.capterra.com/p/250734/Salesforce-B2B-Commerce/)[Oracle Commerce](https://www.capterra.com/p/152735/Oracle-Commerce-Cloud/)[Salesforce Commerce Cloud](https://www.capterra.com/p/180822/Salesforce-Commerce-Cloud/)[Apache OFBiz](https://www.capterra.com/p/164046/Apache-OFBiz/) Review Source Alex P. System Analyst. Telecommunications Used the software for: 2+ years ### "Comprehensive solution to address and strengthen customer-facing engagement." June 28, 2023 5.0 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. Pros 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. I am also impressed that such a complete and powerful solution can be implemented easily and quickly; I like its pay-per-use licensing approach, which is attractive to any company wishing to implement the system; it is cloud-based, which makes it easy to use. Last but not least its flexibility, adaptability and scalability as the size of demand varies. Cons So far we have not faced any difficulty or inconvenience while using it, being even more honest I don't have any negative comments to share. 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 LL Lundi L. Customer Service Consumer Services Used the software for: 2+ years ### "Customer Service " February 22, 2024 5.0 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. Pros SAP give a clear information for an advisor to help the customers that makes customers journey more easier Cons SAP is more classic so it to be adjustable with the new technology Switched from [GrabCAD Workbench](https://www.capterra.com/p/210744/GrabCAD-Workbench/) SAP make customers journey more easier and it give clear information in details Review Source Iago G. Planificador de producción Mechanical or Industrial Engineering Used the software for: 2+ years ### "Todo lo que necesitas para la relación con tus clientes integrado en SAP" February 7, 2023 5.0 En general, es excelente para realizar seguimiento de las inquietudes, preguntas, pedidos y contactos de los clientes. Pros Muy útil para mantener notas sobre problemas con clientes, pedidos, etc. Se vincula directamente con SAP, y ahora permite obtener especificaciones reales de SAP . Facilita la interacción con el cliente si varias personas tienen que interactuar con un cliente. El flujo de trabajo es realmente su punto fuerte". Cons El elevado precio de cada módulo de SAP pueden provocar que muchas empresas migren a otras soluciones. Review Source VR Verified Reviewer Sales and Application Engineer Electrical/Electronic Manufacturing Used the software for: 2+ years ### "Understand the customers and proactively find their needs with SAP Customer Experience" November 24, 2021 5.0 It is an excellent tool for us to maintain excellent customer relations. If you are using it regularly, you can easily understand what you should do next for customers. Pros It is an excellent tool for tracking the customer relationship because of its multiple channels and customizable tools. Cons It is not easy to use if you are not relevant with the SAP. However, after you are familiar with the interface everything is easier. 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 Stephanie C. Author Consumer Services Used the software for: 2+ years ### "Great product" November 4, 2021 5.0 Pros I like that it is easy to use and everything is in one place. Cons I don't dislike anything about this software. Review Source daV daniel alberto V. Ingeniero Mechanical or Industrial Engineering Used the software for: 1-2 years ### "Organiza Tus ventas con SAP" February 14, 2023 4.0 La app esta desde mi telefono celular encontar informacion de productos de forma rapida y sencilla, actualizar bases de datos, precios, numero de stock de los productos, poder gestionar reclamos a los clientes realmente agiliza el trabajo Pros En mi caso utilizamos el software en la parte de ventas, seguimiento de clientes, tickes de reclamo, asi mismo como verificar stock de los productos, disponibilidad en otras sucursales, disponibilidad de envíos, modificar stock, inventarios, realizacion de facturas entre otros, la app es muy intuitiva, su interfase muy sencilla de entender, permite descargar al teléfono celular Cons La licencia es un poco costosa, debe ser gestionado por empresas Review Source Ludmila V. project manager Electrical/Electronic Manufacturing Used the software for: 1-2 years ### "SAP experience" April 1, 2023 5.0 I use SAP every day for ordering components in our factory and also parts from external supplier, checking budget, add monthly hours, checking if any components is out of stock or how many pieces is in company Pros i have big overview about materials in company, possibility have a lot of information on one place Cons adding new roles is all time problem, using correctly transaction is not so easy 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 IB Iván B. Gerente de Marketing Digital Marketing and Advertising Used the software for: 2+ years ### "Description of SAP CCS CRM" January 14, 2020 5.0 SAP CCS (CRM) It is the most complete platform in the market. It adapts easily (implementation) to the cases of the electricity industry (which is my experience), from the commercial area, customer service and its perfect connection with the MM material modules and sales and distribution SD, ... FI ... I enter others. The workflow is really his strength." Pros The way it leads from real life to the workflow. The integration of activities and their implications in real time with the areas through the ERP. Speed as you can adapt, improve and learn on the go. Cons Nothing. I should only indicate that the possible failures are in the training. They must ensure that SAP teachers have knowledge of field and SAP technology. When this happens everything is really excellent Review Source SG Sarah G. Business Analyst Management Consulting Used the software for: 2+ years ### "Why SAP CRM is better when it works with others." April 17, 2015 2.5 Pros I think that the idea of SAP CRM is brilliant, a way to house and store data so that your company can really get a handle of data mining which theoretically would allow you to plan and be more proactive vs reactive. Once you get the hang of the screens it is easy to understand how to accomplish what you're trying to input into SAP CRM. The system is really set up to help you try and capture the most relevant information to your business. Cons As I said the idea of SAP CRM is brilliant but from my experience (and it could be the way my company chose to implement it) the use of so many different platforms that don't actually talk to one another is a ridiculous way to implement any data capturing tool. We had to export from two different systems of SAP CRM and then load it into a BIOD just to get the information to talk to each other and make any sense. And even then the project itself was a long and exhausting process because trying to figure out the language it speaks in the Order Entry system vs. the Customer Inquiry system isn't the same and you have to force it to mesh the data together. The screens are cumbersome and not user friendly. There are so many different ways you need to input information to get to the screen that you actually want you need a manual for literally everything you have to do because it takes that many steps. I think SAP CRM would benefit from focus groups for their North American business partners. Not everyone does business the same but North America has big business's that would greatly benefit from this type of system if it were easier to understand and implement on a day to day basis. 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 JH Jennifer H. Sales and Marketing Specialist Marketing and Advertising Used the software for: 1-2 years ### "My review for SAP Customer Experience" March 1, 2023 5.0 Pros I like the extensive set of tools and capabilities that SAP Customer Experience offers, which makes it simple for businesses to manage client contacts, track customer data, and assess customer satisfaction. The platform's real-time data helps organizations understand client behavior and make wise decisions, allowing them to respond quickly to changing customer needs. Businesses can tailor the client experience to their specific needs thanks to the platform's inherent adaptability. Cons Only one aspect of SAP Customer Experience irritated me: its high price in comparison to competing customer relationship management platforms. For users who are unfamiliar with the SAP platform, it may not be the easiest to use. 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. 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