Microsoft Dynamics CRM vs SAP CRM comparison

Microsoft and SAP are both solutions in the CRM category. Microsoft is ranked #2 with an average rating of 7.9, while SAP is ranked #4 with an average rating of 7.9. Microsoft holds a 12.2% mindshare in CRM, compared to SAP’s 11.4% mindshare. Additionally, 92% of Microsoft users are willing to recommend the solution, compared to 83% of SAP users who would recommend it.

Microsoft Dynamics CRM

Read 76 Microsoft Dynamics CRM reviews

4,050 Views
3,957 Comparison Views

92% willing to recommend

SAP CRM

Read 43 SAP CRM reviews

3,704 Views
3,209 Comparison Views

83% willing to recommend

Microsoft Dynamics CRM

SAP CRM

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Executive SummaryUpdated on Jan 12, 2025

SAP CRM and Microsoft Dynamics CRM compete in the customer relationship management category. Microsoft Dynamics CRM may have an upper hand due to its easier customization and integration within Microsoft environments.

Features: SAP CRM facilitates comprehensive functionalities, including lead management, integration with SAP ERP, and powerful analytics, with multitenancy for source integration like social media. Microsoft Dynamics CRM offers robust reporting and dashboards, seamless Microsoft ecosystem integration, and effective data management, with a reputation for easy customization.

Room for Improvement: SAP CRM faces criticism for its lack of flexibility, complex interface, and higher costs. Improvements are needed in user-friendliness, performance, and AI integration. Microsoft Dynamics CRM is noted for limited customization, integration challenges, and high costs for small businesses. Suggestions include better UI design, integration, and extensibility.

Ease of Deployment and Customer Service: SAP CRM is mostly on-premises with cloud options, offering responsive support varying by partners. Microsoft Dynamics CRM utilizes public cloud deployment for scalability, with accessible support but occasionally lacks promptness and resolution efficiency.

Pricing and ROI: SAP CRM is perceived as costly, suited for large enterprises, with a high upfront investment but rich features delivering long-term ROI. Microsoft Dynamics CRM offers competitive pricing in Microsoft settings, though high for smaller businesses, and both claim a positive sales impact and business process improvement.

To learn more, read our detailed Microsoft Dynamics CRM vs. SAP CRM Report (Updated: February 2025).

Buyer's Guide

Microsoft Dynamics CRM vs. SAP CRM

February 2025

Download the complete report

Helped 837,501 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Microsoft Dynamics CRM

Ranking in CRM

2nd

Ranking in Local Government CRM

1st

Ranking in Marketing Management

2nd

Average Rating

7.8

Reviews Sentiment

7.0

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (1st), Sales Force Automation (2nd)

SAP CRM

Ranking in CRM

4th

Ranking in Local Government CRM

2nd

Ranking in Marketing Management

4th

Average Rating

7.8

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of February 2025, in the CRM category, the mindshare of Microsoft Dynamics CRM is 12.2%, down from 14.4% compared to the previous year. The mindshare of SAP CRM is 11.4%, up from 10.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM

Featured Reviews

Rishabh Chhajer

Head IT at Dhani

Intuitive APIs, customizable design, but dashboards could improve

The most advantageous aspect of Microsoft Dynamics CRM is its periodic updates. Every quarter, Microsoft releases upgrades that address bugs and vulnerabilities. As a company governed by the Reserve Bank of India and SAP security regulations for our stock operations, we conduct periodic reviews of our applications, including Microsoft Dynamics CRM. Whenever we submit an audit report and identify bugs, we reach out to the Microsoft team for assistance. They assure us that the issues will be fixed in the next quarterly release. As a result, we have not experienced any outstanding bugs that have not been recorded or addressed.

Read full review

Bruno Spiazzi

Business Process Analyst at Marcopolo SA

Good solution for controlling company processes

Our primary use case for SAP is as a principal company system and it's relatively easy to understand our process in the system. It's quite easy to analyze the configuration and make other operations make custom accounts for the application. In my opinion, it's a good experience I don't have a…

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"The initial setup is very easy."

"It's a good solution for enterprise-level companies."

"The most valuable feature is that because this solution uses the cloud, you only have to install it and allocate it to a user, making it quite easy to use."

"Integration with other Microsoft tools is a good feature of Microsoft Dynamics CRM."

"My access to Microsoft Dynamics CRM is limited, so I can only access the feature of registering the pipeline and activities. That feature is enough for me to do the job, and is what I find most valuable in the solution."

"The most valuable feature of Microsoft Dynamics CRM is its ease of use."

"Multifeatured CRM software with good stability and scalability."

"For me, the most helpful functionalities in Microsoft Dynamics CRM are customer engagement, contact management, opportunity management, and order management. The service management features, including ticket management and handling complaints from the call center, are also very useful. One of the key benefits is the faster time to market, as it allows for quicker product delivery and better customer management. The tool also improves customer interaction through the service center, leading to better adherence to KPIs."

More Microsoft Dynamics CRM pros

"The flexibility to design the portal and customize it according to the needs of the clients is valuable. The integration with SAP ERP is also valuable."

"The tool is easy to use."

"The initial setup of SAP CRM was simple."

"What I found most valuable in SAP CRM is its multitenancy, and you can use it from your website, SMS, and even social media, and it's all integrated, so my company is trying to leverage on all of those."

"We use SAP CRM for customer service improvement. The main idea is to make sure our team has the right information when talking to customers. This helps them process things like price approvals for quotes faster. The goal is to make the product more efficient, and faster, and, in the end, provide better customer service."

"The solution is highly scalable."

"Its scalability is good."

"From the bank perspective, it's user-friendly and simple to develop something specific for a certain customer. It allows customization for individual customers rather than applying a one-size-fits-all approach."

More SAP CRM pros

Cons

"There are more people using Salesforce. Therefore, there are more partners, and applications for it, and is easier to use."

"It is difficult to qualify opportunity in Microsoft Dynamics CRM."

"The solution could have better dashboards and the Microsoft operating system could be more intuitive."

"Microsoft Dynamics CRM could improve by being more user-friendly."

"This solution would be easier to use if everything was displayed on one page, to avoid moving from one tab to another tab to add documents or add comments."

"The integration capability with other systems could be improved, particularly the Lead Generation system."

"The solution's interface has room for improvement."

"The setup with other email servers, other than Microsoft Outlook, could be improved. Alternatively, we'd like to have some feature that allows us to send emails directly from our inboxes to the CRM and assign it to a certain client."

More Microsoft Dynamics CRM cons

"The B2C features of SAP are strong, but they are not very known to the public and companies. They must make it more known for B2C applications or B2C use cases."

"Content management is one area where SAP CRM could use some work because we were seeking a CRM solution that could store BLOB data, like PDF and email data, which takes up a lot of space in the database. Recently, we migrated to a content server, but it would be nice if CRM had built-in BLOB data management because BLOB data is a challenge we've been dealing with since last year."

"The solution needs more flexible customization, tender request, and they need to think about some of the localization aspects."

"SAP CRM should create a more user-friendly graphical user interface (GUI)."

"The interface could be improved."

"There could be some specific configurable options on the UI level to improve visibility."

"The product is very expensive."

"CRM is costlier than its competitors."

More SAP CRM cons

Pricing and Cost Advice

"Pricing for this software could be cheaper."

"We have a three-year ELA with all our Microsoft solutions and often we had to do a true-up which was approximately $1,000,000. Additionally, we pay approximately $2,500 a month for support."

"My organization pays for the license, and I do not know how much it costs."

"The cost varies on multiple factors including customization and the number of users."

"The solution is not expensive."

"It's kind of pricey. It's about $50 or $60 per user."

"We have deployed the cloud-based version and it is a subscription and the price is based on the number of users using it."

"Licensing fees are paid on a monthly basis."

More Microsoft Dynamics CRM pricing and cost advice

"The product is expensive."

"The solution is expensive."

"We have to pay a yearly licensing fee for SAP CRM, which is expensive."

"Its price is reasonable. As compared to other CRMs, this CRM is competitively priced. They have multiple flavors with different sets of functionality. Pricing is based on the flavor that suits your requirement. If you have more users, the cost will come down."

"As for the product licensing, we pay an annual fee. It's important to consider setup costs and licensing based on your organization's budget and needs."

"Every user needs to have a license."

"We pay for the license yearly."

"The product is costly."

More SAP CRM pricing and cost advice

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Top Industries

By visitors reading reviews

Computer Software Company

13%

Financial Services Firm

11%

Government

10%

Manufacturing Company

Computer Software Company

12%

Manufacturing Company

10%

Government

Financial Services Firm

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

What do you like most about Microsoft Dynamics CRM?

The most valuable features of Microsoft Dynamics CRM are all the filters and possible reports.

See all answers

What needs improvement with Microsoft Dynamics CRM?

Costing might be a reason for concern. It could be an issue for the organization, or maybe not. It's uncertain.

See all answers

What is your primary use case for Microsoft Dynamics CRM?

I use the solution to manage the lead sales pipeline and enable the marketing department to maintain customer data.

See all answers

What do you like most about SAP CRM?

Getting the right information at the right time across different programs is important. These programs lack interaction between them. IPA is a good option to bring them together.

See all answers

What is your experience regarding pricing and costs for SAP CRM?

Every user needs to have a license.

See all answers

What needs improvement with SAP CRM?

One area for improvement is the security model, especially regarding records management retention and the audit and legal holds. Since we're in the middle of a cloud digital transformation, it's es...

See all answers

Comparisons

ServiceNow vs Microsoft Dynamics CRM

Compared 19% of the time

Salesforce Sales Cloud vs Microsoft Dynamics CRM

Compared 18% of the time

Siebel CRM vs Microsoft Dynamics CRM

Compared 12% of the time

Oracle CX Sales vs Microsoft Dynamics CRM

Compared 4% of the time

Salesforce Service Cloud vs Microsoft Dynamics CRM

Compared 4% of the time

More Microsoft Dynamics CRM Competitors

Salesforce Sales Cloud vs SAP CRM

Compared 27% of the time

Zoho CRM vs SAP CRM

Compared 11% of the time

Siebel CRM vs SAP CRM

Compared 10% of the time

Oracle CRM vs SAP CRM

Compared 10% of the time

monday.com vs SAP CRM

Compared 5% of the time

More SAP CRM Competitors

Product Reports

Buyer's Guide

Microsoft Dynamics CRM

February 2025

Download Microsoft Dynamics CRM product report

Buyer's Guide

SAP CRM

January 2025

Download SAP CRM product report

Also Known As

Dynamics CRM, MS Dynamics CRM

No data available

Overview

Microsoft Dynamics CRM is a comprehensive customer relationship management solution that helps businesses streamline their sales, marketing, and customer service processes. With its user-friendly interface and powerful features, it enables organizations to effectively manage their customer interactions and drive business growth.

One of the key features of Microsoft Dynamics CRM is its sales automation capabilities. It allows sales teams to track leads, manage opportunities, and close deals more efficiently. The solution provides a centralized platform for managing customer information, enabling sales representatives to access real-time data and make informed decisions. It also offers tools for forecasting, pipeline management, and sales analytics, helping businesses optimize their sales processes and drive revenue growth.

In addition to sales automation, Microsoft Dynamics CRM offers robust marketing automation features. It enables marketers to create and execute targeted marketing campaigns, track campaign performance, and generate actionable insights. The solution provides tools for lead management, email marketing, social media integration, and customer segmentation, allowing businesses to engage with their customers effectively and drive marketing ROI.

Furthermore, Microsoft Dynamics CRM helps organizations deliver exceptional customer service. It provides a unified view of customer interactions, enabling customer service representatives to deliver personalized and timely support. The solution offers case management, a knowledge base, and self-service portal capabilities, empowering customers to find answers to their queries and resolve issues on their own. It also provides tools for service analytics and reporting, helping businesses identify areas for improvement and enhance customer satisfaction.

Microsoft

SAP CRM is a comprehensive customer relationship management solution that helps businesses streamline their sales, marketing, and service processes. It offers a range of features including lead management, opportunity management, campaign management, and customer service management. With SAP CRM, businesses can effectively manage their customer interactions, improve customer satisfaction, and drive revenue growth.

The solution integrates with other SAP modules, allowing for seamless data exchange and real-time insights. It also offers mobile access, enabling sales and service teams to access critical information on the go.

SAP CRM is a powerful tool for businesses looking to enhance their customer relationships and drive business success.

SAP

Sample Customers

Metro Bank, Nissan, Pandora, Delta, Haynes International, City of London, Trek and many more market leaders.

Brau Union Osterreich AG, Nu Skin Enterprises Inc., AOK Bundesverband, RAK Ceramics, NHS 24, Wholesale Sports Outdoor Outfitters, FC Bayern Munchen AG, Tumi, The Kellogg Company, MVV Energie AG, Anglian Water Services, German Football Association (DFB), Nebraska Book Company Inc.

Buyer's Guide

Microsoft Dynamics CRM vs. SAP CRM

February 2025

Free Report: Microsoft Dynamics CRM vs. SAP CRM

Find out what your peers are saying about Microsoft Dynamics CRM vs. SAP CRM and other solutions. Updated: February 2025.

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