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 8.1, while SAP is ranked #3 with an average rating of 7.8. Microsoft holds a 11.5% mindshare in CRM, compared to SAP’s 11.1% mindshare. Additionally, 93% of Microsoft users are willing to recommend the solution, compared to 83% of SAP users who would recommend it.

Microsoft Dynamics CRM

Read 78 Microsoft Dynamics CRM reviews

3,948 Views
3,846 Comparison Views

93% willing to recommend

SAP CRM

Read 43 SAP CRM reviews

3,697 Views
3,245 Comparison Views

83% willing to recommend

Microsoft Dynamics CRM

SAP CRM

Comparison Buyer's Guide

Download the report

Executive SummaryUpdated on Apr 20, 2025

SAP CRM and Microsoft Dynamics CRM are leading contenders in the CRM solutions market. SAP CRM gains an edge with its robust integration capabilities, especially for enterprises using SAP ERP, whereas Microsoft Dynamics CRM is appreciated for its user-friendly interface and seamless integration within the Microsoft ecosystem.

Features: SAP CRM excels in integration with SAP ERP, advanced lead management, and comprehensive custom reporting features, making it suitable for large enterprises. In contrast, Microsoft Dynamics CRM is favored for its intuitive interface, customizable dashboards, and seamless integration with Microsoft products such as Office 365, which enhances its accessibility and usability.

Room for Improvement: SAP CRM is seen as complex, with criticisms directed at its non-intuitive interface and need for improved integration with non-SAP platforms. Users also note the necessity for faster performance and a more modern user experience. Microsoft Dynamics CRM, although recognized for its usability, is suggested to improve integration with non-Microsoft tools and enhance its performance under heavy workloads. Both CRMs could also benefit from better customer support to align with evolving market needs.

Ease of Deployment and Customer Service: Microsoft Dynamics CRM is widely adopted in public cloud settings, offering easier deployment and quicker customer support responses. On the other hand, SAP CRM is often implemented on-premises or in hybrid cloud environments, which can complicate deployment. Its technical support is competent but sometimes slow, depending on the partner's expertise.

Pricing and ROI: SAP CRM is considered a high-cost solution, seen as a significant investment for large enterprises due to its comprehensive features and integration capabilities. Microsoft Dynamics CRM offers more competitive pricing, especially advantageous within the Microsoft ecosystem, though customization and user licenses can increase costs. SAP's higher initial expenses and setup complexity may delay ROI compared to Microsoft Dynamics CRM, which offers an easier and less costly setup.

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

Buyer's Guide

Microsoft Dynamics CRM vs. SAP CRM

April 2025

Download the complete report

Helped 849,686 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

3rd

Ranking in Local Government CRM

2nd

Ranking in Marketing Management

3rd

Average Rating

7.8

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of April 2025, in the CRM category, the mindshare of Microsoft Dynamics CRM is 11.5%, down from 14.0% compared to the previous year. The mindshare of SAP CRM is 11.1%, up from 10.4% 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

GodfreyNoel

Distribution Cordinator at Unilever Inc.

Excellent user experience with ease of use and reliable technical support

When SAP CRM does the maintenance, it can take a long time, which can impact business continuity because we have to wait for the maintenance team to finish their work. Maybe if SAP could establish how you can access the tool using a cloud-based environment that would be virtualization, that would be better.

Read full review

Quotes from Members

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

Pros

"The most valuable feature is the reporting tab."

"Right now we're using the financial features, and we haven't tried the inventory. It's useful more on the financial side."

"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."

"The way it effectively works with the array of other Microsoft tools, such as Azure, is valuable. It works very well with the use of data linking and things like that. Overall, it is a great overall tool to have an effective understanding of the transactional background of each of our customers."

"Compared to other partners, the most valuable aspect of Microsoft Dynamics CRM is its intuitive APIs, which are customizable and allow for the addition of multiple parameters and attributes. This feature enhances the purpose call in our services. Additionally, the learning curve for contact center agents using Microsoft Dynamics CRM is shorter than with other solution providers. Finally, the commercial aspects of Microsoft Dynamics CRM are superior to those of other solution providers."

"The most valuable feature of Microsoft Dynamics CRM has to be its interface...Microsoft Dynamics CRM has a user-friendly platform."

"The most valuable features of Microsoft Dynamics CRM are its easy operations and functionality."

"The feature I like best in Microsoft Dynamics CRM is being able to market to segments instead of choosing individual people to market to."

More Microsoft Dynamics CRM pros

"Its scalability is good."

"The tool is easy to use."

"It provides innovative ideas for implementation."

"SAP CRM is a scalable solution."

"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."

"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."

"The features that are used most are the lead model and the opportunity model. We can create many different pipelines with many phases. These features improved our process in the States very well."

"The most important factor for recommending SAP CRM is its integration with the core SAP platform. Globally, most enterprises are using SAP as an ERP platform to manage their key business functions. SAP CRM has out-of-the-box integration with the core SAP platform. You can integrate your pre-sales and post-sales into the single platform on the SAP CRM very easily, and you can extend that CRM to your customers who can actually see what is happening to their orders—such as whether it is dispatched or not dispatched or at what stage it is—simply by logging onto the CRM platform."

More SAP CRM pros

Cons

"They should work on improving the solution's scalability."

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

"The manufacturing module could be improved. I would like to see customization in the next release."

"The pricing of Microsoft Dynamics CRM can be complex due to Microsoft's complicated licensing model."

"Technical support could be faster and more responsive."

"Microsoft Dynamics CRM can improve by adding more artificial intelligence. Additionally, they should add more modules, such as account-based management, that are available on other platforms such as salesforce.com."

"It could be less complicated for smaller organizations."

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

More Microsoft Dynamics CRM cons

"It can be a bit more user friendly, to be honest. Sometimes there are too many apps options. It should offer better UX (user experience) to make it easier to navigate and easier to use."

"The solution is expensive."

"SAP CRM could improve in the area of user-friendliness. It would help if you had an engineer to do the administration. The migration is complex when moving from the old version to the latest version."

"In the future, machine learning and artificial intelligence functionality need to be included."

"Our users are using it primarily from their laptop browser and very few are using it on their mobile because the mobile is not that user-friendly."

"Improvement is needed for SAP CRM's integration with Microsoft Teams and Outlook Its integration with Microsoft collaboration software, including Teams, Outlook, and SharePoint, is not very good. There are issues with synchronization between appointments in CRM and Outlook, as well as challenges with managing contacts, which creates problems."

"There is no scope for integration because SAP does not allow any personal integration."

"They have recently updated their user interface but they should continue to improve upon it in the future. Additionally, overall performance or speed of response times could be better."

More SAP CRM cons

Pricing and Cost Advice

"The customers that have Microsoft Office 365, the license price is competitive. It is competitive because the next solution above it is Salesforce, which is licensed quite high. The price annually was approximately $55 per user but we did a combination of users with some of them having the higher range of approximately $85."

"Licensing fees are paid on a monthly basis."

"Pricing for this software could be cheaper."

"There is a license required to use Microsoft Dynamics CRM."

"I rate the solution's pricing as a seven out of ten."

"The solution is expensive."

"The price of the solution is good but could be cheaper."

"I am not the person who pays for Microsoft Dynamics CRM but it is expensive. I have been using Microsoft Azure, which Microsoft Dynamics CRM is built on, and I know we prepaid for the services. For me as a consumer, I do not think I can afford it, mainly because I am only learning how to use the AI and the rate which they charge is high. In general, Microsoft solutions are expensive and this is most likely due to the brand, this is something you expect. However, the price might be high but you receive a highly secure solution."

More Microsoft Dynamics CRM pricing and cost advice

"The solution is expensive."

"The pricing from SAP is good but it takes time to realize the investment."

"The product is costly."

"There is a license required for the solution and most of my clients purchase an annual license."

"SAP CRM is an expensive product."

"SAP CRM offers a free trial for anyone wanting to test the product before purchasing it."

"There is a license required to use SAP CRM."

"Every user needs to have a license."

More SAP CRM pricing and cost advice

See which vendors are best for you

Use our free recommendation engine to learn which CRM solutions are best for your needs.

See recommendations

849,686 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Computer Software Company

13%

Government

11%

Financial Services Firm

10%

Manufacturing Company

Computer Software Company

12%

Manufacturing Company

10%

Financial Services Firm

Government

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?

Microsoft Dynamics CRM needs improvement in simplifying the setup and configuration process, which can be relatively complex when we want all features to work properly. It is one area where the com...

See all answers

What is your primary use case for Microsoft Dynamics CRM?

We use Microsoft Dynamics CRM ( /products/microsoft-dynamics-crm-reviews ) for opportunity management and a traditional CRM approach for managing customer and client relationships. Although we have...

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 20% of the time

Salesforce Sales Cloud vs Microsoft Dynamics CRM

Compared 16% of the time

Siebel CRM vs Microsoft Dynamics CRM

Compared 10% of the time

ServiceNow Customer Service Management vs Microsoft Dynamics CRM

Compared 4% of the time

Oracle CX Sales vs Microsoft Dynamics CRM

Compared 4% of the time

More Microsoft Dynamics CRM Competitors

Salesforce Sales Cloud vs SAP CRM

Compared 25% of the time

Zoho CRM vs SAP CRM

Compared 12% 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

April 2025

Download Microsoft Dynamics CRM product report

Buyer's Guide

SAP CRM

April 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

April 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: April 2025.

DOWNLOAD NOW

849,686 professionals have used our research since 2012.

See our Microsoft Dynamics CRM vs. SAP CRM report.

See our list of best CRM vendors, best Local Government CRM vendors, and best Marketing Management vendors.

We monitor all CRM reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.