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, 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

3,948 Views
3,846 Comparison Views

92% 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

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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 845,040 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

"When you have a vanilla, straightforward version, it is easy to use."

"Microsoft Dynamics CRM is easy to use, the UI is very good, and it has many capabilities."

"Microsoft Dynamics CRM brings the most value in terms of its ease of implementation."

"The support is brilliant. All OEMs are pretty helpful."

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

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

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

"We are able to effectively follow up on requests, ensuring all customer issues are resolved in a timely manner. This solution provides a platform where there is visibility of all customer interactions, with efficient follow-up."

More Microsoft Dynamics CRM pros

"I have found the most valuable feature of the SAP CRM system is its ability to integrate with other modules. SAP CRM is all about integrating with other modules. For example, SuccessFactors is their learning management. This is one use case that SAP CRM themselves use. Their lead generation versus their sales from their educational services. You can instantly receive insight into how many leads have been generated and how much it turned into real business or revenue for them. I was told in one of the seminars that the data transfer from the lead generation to sales is only 24 hours in SAP CRM."

"SAP is very easy to use."

"The solution is highly scalable."

"The most valuable feature for me is the flexibility to consolidate the products."

"When we are using SAP CRM we receive more accurate results than using any other CRM system."

"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 are using the HANA Z database for CRM, which enhances the products we are currently using by making the system more efficient. Everything is connected to CRM, so we can use the data for analytics, sales forecasting, and data modeling."

"SAP CRM's most valuable at a branch level."

More SAP CRM pros

Cons

"Microsoft Dynamics CRM could improve the built-in reports. The ones that are included are pretty generic unless you subscribe to Microsoft BI, which is an extra fee. They should offer the reports without having to purchase a separate subscription for Microsoft BI. However, the reports in Microsoft BI are fantastic."

"This CRM system needs to be more configurable. Its performance still needs improvement, because its screens hang while querying data. It's also not highly scalable, so scalability also needs improvement."

"In terms of the performance, when it comes to loading a large volume of data, it's slow at times, so the system could be optimized."

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

"From my experience, the solution's tech support could improve with a quicker response time."

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

"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."

"If there was a bit more automation, specifically for marketing tasks, that would be ideal."

More Microsoft Dynamics CRM cons

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

"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."

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

"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."

"As SAP CRM is still in its pilot version in my company, and my team is still experimenting on it, there's little room for exploration, but its setup is not as straightforward, so this could be an area for improvement."

"When features do get added, we would like the product to notify us in a timely way."

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

"The tool's installation on the cloud takes time, but it should be easier. One transaction takes around one to one and a half hours."

More SAP CRM cons

Pricing and Cost Advice

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

"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."

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

"The solution is expensive."

"I give the price of the solution an eight out of ten."

"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."

"The solution is expensive."

More Microsoft Dynamics CRM pricing and cost advice

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

"The product is expensive."

"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 not suitable for smaller businesses because it is expensive. The larger businesses would be able to handle the cost."

"The company has seen an increase in revenue."

"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 for the solution and most of my clients purchase an annual license."

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

More SAP CRM pricing and cost advice

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Top Industries

By visitors reading reviews

Computer Software Company

12%

Government

11%

Financial Services Firm

11%

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 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

Oracle CX Sales vs Microsoft Dynamics CRM

Compared 4% of the time

ServiceNow Customer Service Management 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 9% 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

March 2025

Download Microsoft Dynamics CRM product report

Buyer's Guide

SAP CRM

March 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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