# Page 3 | SAP Customer Experience Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 3 - 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 3 - Reviews of SAP Customer Experience ## Showing most helpful reviews Showing 51-75 of 245 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use KR Krunal R. Consultant Management Consulting Used the software for: 2+ years ### "An application that best suits external portal and UI users" April 10, 2015 4.0 Pros I have worked on SAP CRM version 5\* and 7\* as a SAP Security Administrator and following are my observations - - Customer relationship management (CRM) focuses on the retention of customers by collecting data from all customer interactions with a company from all access points. - SAP CRM provides user flexibility with sales, service module and also external consumers (3rd party vendors). - It is easily integrated with various SAP and non-SAP products like Identity management (IDM), 3rd party tools and ECC system - User access and administration is controlled through business roles maintained in SAP CRM system - Configuration required for running the various models (sales, consumer, etc) is maintained in ABAP backend in SPRO - Also, it is rated very high in terms of its Scalability and real time analysis and monitoring of Sales (provides a holistic view as needed) - Web UI (User Interface) helps user to enable & utilize business functionality extensively at one single point of source through replication process of business partners Cons I would say the user experience for SAP CRM Web UI in terms of usability and acceptance is not that great (user friendly), it's a bit complex at times. Also, the cost of installation, product keys, maintenance, operational cost is high But, SAP CRM 7\* versions have much better usability and has improved a lot from it's previous pre-predecessors. 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 VR Verified Reviewer DSM Retail Used the software for: 2+ years ### "Excellent Tracking " December 6, 2022 5.0 This is been a great tool to help us better serve our customers Pros Easy to keep track of and work through customer complaints. This is a great tool for surveys to inquire about the customer experience. Cons Training can be cumbersome and difficult to work through 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 Help Desk Specialist Information Technology and Services Used the software for: 1-2 years ### "Get Salesforce instead" January 16, 2019 1.0 I solved absolutely nothing with it. Pros I am going to be honest here, and it is true. I give a chance to every software I try. I truly do. SAP has the tools to handle CRM stuff like some CRMs. Cons SAP CRM is a mess, it has cost the company I implemented this for a LOT of money. it's UI is horrible. It looks like its out from the 90s and it runs and goes down a LOT. It hangs up with no solution other than bring down the whole system and bring it back up. 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 GP Giuseppe P. Impiegato Telecommunications Used the software for: 6-12 months ### "Prodotto buono....ma da migliorare " December 1, 2022 5.0 Buona esperienza, ottimo database ma per il CRM va snellito e alleggerito il processo di ricerca Pros Mi è piaciuta la ricerca e la struttura ad albero che è implementato nel software. Cons Soprattutto la difficoltà nel creare report Review Source CM Chris M. Engineer Mechanical or Industrial Engineering Used the software for: 2+ years ### "SAP CRM powerful tool, but huge." October 24, 2018 5.0 Overall it is excellent to track customer concerns, questions, orders and contacts. It's just minor things like the time it takes to complete a task, and you have to search very specifically or you will get a lot of hits, or no hits at all. Pros SAP CRM is very useful for maintaining notes on customer issues, orders, etc. It will link directly with SAP, and now you can pull actual specs from SAP right in CRM. It makes customer interaction easier with 'tickets' if multiple people have to interact with a customer. Cons CRM can be doggedly slow. It is a huge amount of information that it has to chug through, so it takes some time. Be careful not to hit the 'back' button at the top of the browser page like you usually do, or you may anger it. You have to click the tiny back button in CRM itself. The auto log out if you haven't used it for about an hour is kind of annoying. Review Source Reggie A. Computer Engineer Telecommunications Used the software for: 2+ years ### "One of the best user-friendly software! A lot of versions for tailoring to your needs! Great suppor" May 10, 2018 5.0 Pros What I like most about this software is the ease of use. Even on others versions! The colors, the presentation and more! Cons It is hard to say what I like least. For I am now thinking of what can be said. This means, I had a great experience! Review Source Neydis O. Consultor SAP MM Information Technology and Services Used the software for: 2+ years ### "Es una herramienta increíble para conocer el estatus de como esta la empresa." October 31, 2022 5.0 Pros Que está formado por módulos para poder administrar mejor el orden de una empresa. Cons Los reportes. Que se deben implementar Z 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 SE Stephanie E. Benefit Analyst Hospital & Health Care Used the software for: 2+ years ### "One of the best CRM Software to use for large companies" December 29, 2018 5.0 Hignly recommended. As stated above, this is one of the best CRM Software to use for large companies. I have used it with my last two employers and though there were a few changes, the software was still easy use. Pros This is one of the best Customer Relationship Management (CRM) Systems to use for large companies. It is very user friendly when assigning and updating projects. It is also very useful in documenting projects for yourself and anyone the reviews said projects in the future. Cons Sometime the product numbers that are assigned can be very confusing. The number sequence can be off and cause a little confusion when searching in your own project list. Review Source Nasir A. Senior Consultant Information Technology and Services Used the software for: 2+ years ### "Very comprehensive and neatly design platform" November 21, 2019 5.0 Pros Its architecture mesh up. Hybris has some very elegant sub solutions in its high level solutions. Cons The documentation still needs a bit improvement, although it has improved a lot in last few years Reason for choosing SAP Customer Experience modularity, and architecture 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 VR Verified Reviewer Architecte hybris / DevOps engineer Computer Software Used the software for: 2+ years ### "Nice Ecommerce platform" February 20, 2019 5.0 I used SAP CX (aka Hybris) since 2010 and I still use it. it just the best e-commerce platform Pros Multiple channels (B2b,B2C, marketplace) Multicountry, multilanguage, multicurrency CMS Ready to go template Cons not adapted for small projects and business Review Source Diogo T. Helpedesk Telecommunications Used the software for: 2+ years ### "Customer Management Software" September 30, 2019 5.0 The tool is used in the company to manage from this the purchasing and sales logistics, the travel management of the employees. It is the most complex tool used in the company. Pros It is a software divided by departmental features. Access is granted upon login for specific transactions. Besides being a complete software, it is very functional Cons The software is quite complex, because of this, some problems with the client arises, much more due to misinformation of the user than the tool itself. One suggestion would be to make a manual available for use. 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 AC Almudena C. Especialista comercial Hospital & Health Care Used the software for: 1-2 years ### "La solucón CRM y CX de SAP" February 25, 2023 4.0 SAP Customer Experience es la mejor solución CRM y CX que puedes instalar si ya tienes alguna de las herramientas ERP que ofrece SAP, al ser una integración mucho más sencilla.No ofrece nada nuevo que no tengan el CRM, pero ello no le quita mérito, ya que cualquier empresa cuando alcanza cierto tamaño debería tener uno y esta es una solución muy válida y completa. Pros La principal ventaja de SAP Customer Experience es que es el software CRM y CX de SAP, por lo que si ya tienes el ERP de esta misma compañía la integración es muy sencilla y limpia.Nos permite tener una visión completa de todas las relaciones con los clientes: sus preferencias, históricos , ofertas, pagos, etc. Con esta herramienta podemos recudir los procesos y tareas repetitivas automatizándolas y estándarizándolas, lo que nos permite ahorrar tiempo y dinero. Cons Como todo lo relaciona con SAP es caro y eso hay que tenerlo en cuenta. En caso de necesitar personalizaciones requerirá de un equipo especializado lo que aumentaría todavía mas el precio de una posible implantación.A pesar de que si se integra bien con las herramientas de SAP, en caso de querer conectarlo con otros ERP's puede ser complejo, por lo que si no tienen ya instalado alguno de los ERP's de SAP yo no lo recomendaría. Review Source MC Michael C. Sales Manager Machinery Used the software for: 1-2 years ### "Horrendous U/I and immensely slower to operate than competitors" August 15, 2019 2.0 More than a year beyond implementation normal tasks in a sales jobs average taking 50% longer than they did with a different program. I wouldn't recommend purchasing SAP's CRM software unless your goal is to piss off your top sales people and push them towards leaving for a competitor Pros The software has the "capability" of doing many things and being a one stop shop. Cons The U/I is atrocious is difficult to navigate even for young tech savvy people. Doing simple tasks can easily take 50% longer than they did before even years after implementation. 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 Syed Saad Q. Manager Smart Grid Utilities Used the software for: 2+ years ### "SAP CRM is powerful, but lagging behind" October 28, 2019 4.0 I was part of the implementation team that implemented SAP at my company and a consultant at 2 other clients. This is a powerful software that can transform company’s customer service if you follow best practices. Pros Configuring SAP is always challenging but CRM module is relatively easy. It’s web UI is Easy to use and highly recommended for companies running sap already. Cons Tweaking or making new changes in a live system is both risky and difficult. If you are an expert in web interface and programming, it’s still easier. Review Source FP Felipe P. Infrastructure Analyst Telecommunications Used the software for: 2+ years ### "Complete CRM, needed for all media and large business" November 13, 2019 5.0 We use the software to control and manage activities and services. receipt of material, travel management control of managers, presentation of accounting documents. It is the most used software in the company. Pros the management of all services under sap's care. Basically we have access from the logistics, delivery and receipt of suppliers, from the accounting and financial of these contracts. All delivered competently by the system. Cons Code-based transactions slow the system down at times, and the interfaces to sap-powered systems are also bad. Review Source Tushar P. Associate Business Analyst Oil & Energy Used the software for: 1-2 years ### "The most advisable Customer Resource Management Software" October 21, 2018 5.0 Very good Pros The ease of implementation and integration with the other existing software makes it easier for industries to accept this software Cons The GUI is based on transaction codes which makes it the ledger of time for the end users to get hold on this software Review Source Valentina G. Web Designer Used the software for: 6-12 months ### "I think it's great" April 6, 2018 5.0 Pros I think it's great how SAP CRM takes care of its clients in an exceptional way and as it stands out in the management of customer relations, it certainly knows how to build a good relationship and keep its customers happy, excellent services and very versatile. , I am satisfied with what I achieved. Cons I really do not have any complaints about SAP CRM, only excellent reviews, I will not hesitate to return. Review Source Dawn F. Executive Director Non-Profit Organization Management Used the software for: 1-2 years ### "Robust and Out of Reach" November 19, 2019 3.0 Pros The WebUI is an especially great feature. SAP really helps in the way of tracking such as, tracking questions and concerns from customers and tracking customers orders. Cons SAP is a very complex tool and can move depressingly slow. I utilized SAP in a warehousing environment and found this snail movement to become increasingly frustrating because of our inventory growth. One of the biggest drawbacks in my opinion is that you have to use SAP integration tools for fluidity. Not to mention SAP is NOT cheap. This robust tool is very expensive and in my opinion, useless if you do not have the proper integration tools to work with it. 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