# SAP Customer Experience Reviews 2026. Verified Reviews, Pros & Cons | Capterra > 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-Customer-Experience/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 # Reviews of SAP Customer Experience Ease of use 3.8 Customer Service 4.2 ## Pros and Cons in Reviews 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 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 IA Isaac A network architectComputer Networking, 201 - 500 employeesUsed the software for: 1-2 years. “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.“ May 17, 2023 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 Alex P System Analyst.Telecommunications, 1,001 - 5,000 employeesUsed the software for: More than 2 years. “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.“ June 28, 2023 AB Angelica B university Intern Pharmaceuticals, 5,001 - 10,000 employeesUsed the software for: I used a free trial. “The implementation procedure can be difficult and time-consuming, necessitating knowledge and careful planning.“ June 23, 2023 Alex P System Analyst.Telecommunications, 1,001 - 5,000 employeesUsed the software for: More than 2 years. “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.“ June 28, 2023 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 ## 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 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 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 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 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 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 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 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 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 DR David R. Operations Manager Banking Used the software for: Less than 6 months ### "All the data we need to improve customer experiences" May 3, 2024 5.0 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 MD Megan D. MSP Sales Information Services Used the software for: 2+ years ### "SAP Review " October 3, 2023 4.0 Pros \- Ability to get a list of all your sales orders-Ability to view customers credit limit Cons \- All of the blocks on orders can get complicated - It crashes a lot & can be quite slow Review Source VR Verified Reviewer Sales Information Services Used the software for: 1-2 years ### "Too much for too little" April 9, 2019 3.0 In the end I have to say that he did his job. A normal CRM with standard functionality, considering that in 2019 there are less noble platforms, much more performing and definitely less expensive. Pros A few things in my opinion. I used this CRM for 2 years because the company I was working on had implemented it as a partner. I must say that as a discrete expert of CRM software this is the absolute worst that I have ever used. And for what it costs, I really don't think it's worth it. Cons Limited functionality, especially considering the cost per license. Quite closed system, difficult to integrate with third-party systems. Assistance almost non-existent, slow and non-conclusive. Review Source VR Verified Reviewer Accounting Officer Accounting Used the software for: 2+ years ### "Convenient and accessible" September 9, 2018 5.0 Pros Its allows you to process cash transaction in real-time. It provides the ease of tracking volume of transaction on a day to day basis. In addition, it aids the audit of possible theft and fraud transaction. Cons The license for the system is very costly. Also, one person at a time can use it. Multiple usage is not possible so you have to wait for the other user for you to proceed with your transaction. Review Source VR Verified Reviewer Investment Banker Telecommunications Used the software for: 1-2 years ### "SAP CRM" February 23, 2019 5.0 Pros data is easy to view and input, functionality meets the needs of our business especially sales monitoring, pipelines, product listings especially when sales team needs to be updated on the latest prices Cons complicated to use. its a hassle to use especially when you are out of the office and internet is slow. when there is a lag you need to redo the process from the start. we wish there was an offline mode. when we input new clients, new accounts all details are lost when the internet drops and you are unable to save. 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 Cintia S. Agente de soporte Used the software for: 1-2 years ### "I like the software for review information. " July 30, 2018 5.0 Pros I used the RRHH module for my work, and it was very helpful that every little detail of the user was in the software. Cons I think that it's to big that you cannot cover all the modules and information, but you have to used it to get used to it. Review Source CR Chris R. After sales engineer Electrical/Electronic Manufacturing Used the software for: 2+ years ### "SAP CRM Powerfull tool, can be difficult" October 2, 2018 5.0 Overall it is a very powerful tool, I just wish it was a little faster to respond and save. Pros I like that the CRM links directly to SAP and can dig out information directly. As long as information is loaded in SAP, it is in CRM Cons It can be PAINFULLY slow. I understand that there is a huge amount of data, but it would make life easier if it didn't have to chug through the data. Simply entering 1 ticket can double the time it should take as CRM loads/saves.. Review Source Similar Products Featured