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 14.1% mindshare in CRM, compared to SAP’s 12.3% 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 73 Microsoft Dynamics CRM reviews

4,342 Views
4,164 Comparison Views

92% willing to recommend

SAP CRM

Read 43 SAP CRM reviews

3,755 Views
3,169 Comparison Views

83% willing to recommend

Microsoft Dynamics CRM

SAP CRM

Comparison Buyer's Guide

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Executive SummaryUpdated on Oct 8, 2024

SAP CRM and Microsoft Dynamics CRM are popular solutions in the CRM category. SAP CRM seems to have the upper hand in pricing and customer support, while Microsoft Dynamics CRM holds an advantage in feature set and customization capabilities.

Features: SAP CRM provides integration with existing SAP systems, enabling seamless workflow for enterprises. It offers robust data management and analytics tools essential for complex business processes. Microsoft Dynamics CRM offers scalable solutions fit for various business sizes. It provides user-friendly customization, allowing more personalized business interactions. The platform supports various third-party applications, enhancing feature versatility.

Room for Improvement: SAP CRM could enhance user intuitiveness and simplify its configuration steps, reducing complexity for users. It may benefit from a modernized user interface to align with current design expectations. Microsoft Dynamics CRM might address performance limitations to ensure smoother operation. It could improve the data import process, making it more consistent. Enhancing offline functionalities could add significant value, especially for field operations.

Ease of Deployment and Customer Service: SAP CRM's deployment may be longer due to the intricate setup process. It requires specialized expertise but is complemented by effective customer service support. Microsoft Dynamics CRM offers easier deployment, aided by comprehensive online resources. These tools facilitate a smoother transition and empower users to troubleshoot independently.

Pricing and ROI: SAP CRM offers competitive pricing with a focus on ROI through strong integration with SAP products. Its cost-efficiency is appreciated by users seeking cohesive enterprise solutions. Microsoft Dynamics CRM might have higher initial costs but demonstrates long-term ROI benefits through advanced features that boost productivity and operational efficiency.

To learn more, read our detailed Microsoft Dynamics CRM vs. SAP CRM Report (Updated: November 2024).

Buyer's Guide

Microsoft Dynamics CRM vs. SAP CRM

November 2024

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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

6.4

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

7.3

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of November 2024, in the CRM category, the mindshare of Microsoft Dynamics CRM is 14.1%, down from 14.5% compared to the previous year. The mindshare of SAP CRM is 12.3%, up from 9.3% 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.

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Shreyas K M S

Systems Architect at NetApp

It integrates well with our existing solutions, so we can analyze the data for analytics, forecasting and modeling

Setting up SAP CRM is straightforward. I rate it eight out of 10 for ease of setup. SAP provides all the tools and techniques were available from the vendor. However, the integration portion is a lot of work and requires some functional consultants. It takes some effort to customize the program and rewrite it to align with our business standards, but the initial implementation is straightforward. We didn't face any challenges here. Total deployment for this project took around eight or nine months, including development, testing, and validation. After deployment, the administration is fairly simple. We have to take care of the licensing part and forecast data growth for the next three or four months. We have the tools and people available for operations as well as vendor support. If we have complex issues, we can raise a ticket to the vendor and get it sorted.

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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 history of engagement with our customers, including all conversations, has been most valuable when using this solution."

"The Outlook calendar has been very helpful for us."

"The most valuable feature in Microsoft Dynamics CRM is funneling."

"The product is highly scalable, particularly in the cloud environment, where resources can be increased as required."

"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."

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

"Integration is the best feature of Microsoft Dynamics CRM. It integrates quickly across multiple apps and has a lot of APIs available that you can link to. It's very customizable, so we're able to tailor it to a client's needs."

"Microsoft Dynamics CRM is a comprehensive solution and is well-integrated into other Microsoft solutions, including ERP solutions. Additionally, it is feature-rich."

More Microsoft Dynamics CRM pros

"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."

"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."

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

"The solution is easy to use."

"The stability is good."

"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 most valuable feature is real-time data. You don't have to go to the finance team for information. On one screen, you can see if stock is available and check the customer's outstanding balance, and then you can process the order. SAP CRM's integration with other applications is easier."

More SAP CRM pros

Cons

"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."

"Microsoft Dynamics could have better note-taking capabilities. It should have more preset options where you enter notes by clicking a box instead of writing them out."

"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."

"Microsoft Dynamics CRM would be far superior if it had an analytical dashboard and AI-based systems."

"Microsoft Dynamics CRM needs to improve its integrations."

"The solution should improve the user experience in the process of creating and activating offers."

"The tool should be micro-services-based. If it's not already implemented, the architecture could be enhanced by transitioning to a microservices-based model. This would allow each module to be managed independently, reducing downtime and enabling teams to work autonomously on specific services."

"Out of the box, the solution doesn't really have a desirable user experience. We have to set it up and customize it to meet our needs."

More Microsoft Dynamics CRM cons

"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."

"The product's pricing could be better."

"The integration of SAP CRM with the SAP platform is relatively easier as compared to any other third-party product. If you go for any other third-party product, you will have a lot of challenges in terms of integration."

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

"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."

"It was not very stable. It was not a network problem because we were using tools that were not SAP. They were working well. But when I'm running the SAP, it's not working for us."

"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."

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

More SAP CRM cons

Pricing and Cost Advice

"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."

"Licensing fees are paid on a monthly basis."

"Microsoft often encourages customers to commit to multi-year enterprise-level agreements, such as three or five-year deals with a minimum commitment of, for example, $200,000 dollars. However, in order to acquire more customers, I believe Microsoft should offer this same rate for one-year commitments for customers who want to experience it."

"Microsoft Dynamics CRM is an expensive solution."

"Microsoft Dynamics CRM's price is too high."

"I'm not aware of any licensing costs for Microsoft Dynamics CRM."

"Microsoft Dynamics CRM is very affordable if you use the yearly subscription."

"Dynamics CRM's pricing is fair."

More Microsoft Dynamics CRM pricing and cost advice

"They should reduce the price to target small businesses."

"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."

"SAP CRM costs approximately a couple of thousand a month."

"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."

"SAP CRM is an expensive product."

"The solution is expensive."

"The product is costly."

More SAP CRM pricing and cost advice

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Top Industries

By visitors reading reviews

Computer Software Company

14%

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?

The UI/UX needs improvement as it is not intuitive from day one. It becomes intuitive once learned, however, it should be less complex initially.

See all answers

What is your primary use case for Microsoft Dynamics CRM?

The use cases are for HR management, resource management, project insight, and timesheet management. It is mostly connected with people and resource management.

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 21% of the time

ServiceNow vs Microsoft Dynamics CRM

Compared 16% 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

monday.com vs Microsoft Dynamics CRM

Compared 3% of the time

More Microsoft Dynamics CRM Competitors

Salesforce Sales Cloud vs SAP CRM

Compared 29% of the time

Siebel CRM vs SAP CRM

Compared 10% of the time

Zoho CRM vs SAP CRM

Compared 9% of the time

Oracle CRM vs SAP CRM

Compared 9% of the time

monday.com vs SAP CRM

Compared 4% of the time

More SAP CRM Competitors

Product Reports

Buyer's Guide

Microsoft Dynamics CRM

November 2024

Download Microsoft Dynamics CRM product report

Buyer's Guide

SAP CRM

November 2024

Download SAP CRM product report

Also Known As

Dynamics CRM, MS Dynamics CRM

No data available

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Microsoft

SAP

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.

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.

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

November 2024

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: November 2024.

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