# 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

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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/)

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Last updated March 13th, 2026

# Page 2 - Reviews of SAP Customer Experience

## Showing most helpful reviews

Showing 26-50 of 245 Reviews

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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

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

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

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

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

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  
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

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  
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

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

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.

Review Source

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

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