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: January 2025).

Buyer's Guide

Microsoft Dynamics CRM vs. SAP CRM

January 2025

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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

Arun Srivastav

CEO at Planfirma Technologies Private Limited

Easy to use and integrates well with emails, WhatsApp, and SMS gateways

The most valuable feature of Microsoft Dynamics CRM is the campaign feature. The solution's campaign feature allows you to collate a group of customers and the frequency of email notifications sent to them. You can put an advertising budget for a series of customers, whereby high net-worth individuals will be marketed for high-end products. Low-end customers will be in a different campaign. So, we run campaigns on different sectors of customers. One of the solution's good features is integration because it directly integrates with Microsoft tools. Microsoft Office 365 and Microsoft Teams are built into it. The solution gives a varied network of text and email gateways, which are already integrated and come with the package.

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 control that we have of a process and the ability to have everything recorded from the beginning to the end of the process have been the most valuable features."

"The CRM is very fast, with customization and integration options, and easy migration."

"The flexible design is highly usable, and I have seen time-saving benefits from using this solution."

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

"Microsoft Dynamics CRM has good integration with the Microsoft Stack of solutions. However, the Salesforce ecosystem is stronger."

"Dynamics is easy to use. There are several fields I can filter."

"It integrates well with other Microsoft products."

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

More Microsoft Dynamics CRM pros

"The user interface is excellent."

"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."

"We get very good support from SAP."

"I have found the sales reporting feature specifically useful as it provides reporting and visualization which helps in decision-making. I use this to understand where to improve, which in-turn, helps generate sales."

"The solution's contract management and product hierarchy features of SAP CRM are the most beneficial for our business operations."

"It was comfortable setting up the tool."

"Compared to other systems, SAP CRM has been reliable, stable, and cost-effective for us."

"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."

More SAP CRM pros

Cons

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

"Microsoft Dynamics CRM is operational enough, in terms of frequency, but an area for improvement would be its dashboard. Currently, it's widget-like, so hopefully, it could be improved, particularly to allow you to create a custom dashboard using a query. A custom dashboard would make the solution better and is an additional feature I'd like to see in the next release of Microsoft Dynamics CRM because right now, it only has a default dashboard, but maybe my account has limited access, so I can only see the default version of the dashboard."

"Microsoft Dynamics CRM could improve by being more user-friendly and having a better design. I have used Service Desk and it is not user-friendly but this solution is worse. The graphical interface is not intuitive, you need someone to guide you or you will have difficulties navigating around to find the file you need. The data we are normally dealing with is boring enough and the interface could be more attractive and more exciting. The tabs and arrangement could be done better to be more user-friendly. Microsoft Excel, PowerPoint, and Word are fine and Microsoft should extend their user-friendliness and intuitiveness to Microsoft Dynamics."

"Microsoft Dynamics CRM is not that customizable, you can customize it, but a lot of it is still pre-built in a way that you have a lot of details in there that you don't need."

"Microsoft Dynamics CRM could improve by making the ports and dashboards more intuitive using Microsoft Azure analytical features. Compared to Salesforce and other partners, the dashboards in Microsoft Dynamics CRM are less intuitive."

"I am happy with it. If anything, its interface could be improved."

"I would suggest enhancements in customization and better integration for testing codes to improve the functionality of Dynamics CRM."

"The UI could definitely be improved."

More Microsoft Dynamics CRM cons

"We would like the coding system within this solution to be more straightforward when carrying out general entry tasks."

"What I see as a challenge against our competitor is that Salesforce comes with more flexibility, for enhancement purposes, whereas the SAP CRM Cloud is more robust and rigid. It's not flexible to implement any bespoke solution."

"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."

"The product is very expensive."

"SAP CRM could improve by being easier to use and customer-friendly."

"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."

"In terms of stability, there are some latency issues."

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

More SAP CRM cons

Pricing and Cost Advice

"Microsoft Dynamics CRM is an expensive solution."

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

"We have to buy a separate license in order to implement the social listening feature."

"The cost depends on a number of factors, so whoever is implementing it will need to take that into consideration before it is done."

"The solution is open source and is free. However, it does require a Dynamics 365 subscription."

"Microsoft Dynamics CRM is an expensive solution. However, most good CRMs are expensive."

"Dynamics CRM's pricing is fair."

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

More Microsoft Dynamics CRM pricing and cost advice

"From the maintenance perspective, SAP CRM is quite expensive compared to cloud services because the current solution they're using is managed by us and we are hosting it on servers. There is the cost of hosting, and managing servers and applications. The overhead is substantial, but this solution is a legacy system. It will take some time for the customer to migrate out of it."

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

"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."

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

"The solution is expensive."

"The product is expensive."

"SAP CRM is an expensive product."

"Every user needs to have a license."

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

Educational Organization

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

Salesforce Sales Cloud vs Microsoft Dynamics CRM

Compared 19% of the time

ServiceNow vs Microsoft Dynamics CRM

Compared 19% 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

January 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

January 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: January 2025.

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