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

Comparison Buyer's Guide

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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

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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

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 most valuable feature of Microsoft Dynamics CRM is the campaign feature."

"The most valuable feature of Microsoft Dynamics CRM is the flexibility with Microsoft Office 365."

"This is a scalable solution."

"The most valuable feature of Microsoft Dynamics CRM is that it is a low-code platform and we can perform business process management."

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

"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."

"One of the most useful features is we can configure Microsoft Dynamics CRM in the way that we need. This is configurable."

"The solution is scalable."

More Microsoft Dynamics CRM pros

"It was comfortable setting up the tool."

"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."

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

"The stability is good."

"SAP CRM has a good performance."

"We get very good support from SAP."

"The most valuable feature is lead management and integration."

"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

"Previously, I used Dynamics, but it did not suit me, so I changed the CRM last year."

"The UI/UX needs improvement as it is not intuitive from day one."

"It would be better if it were more secure."

"The price of Microsoft Dynamics CRM could improve."

"The approvals component of Dynamics is complex. It isn't very easy to generate approvals between different departments."

"My company's biggest challenge with Microsoft Dynamics CRM is wanting to market solely to leads without having to create a contact and link the contact to the lead. From a marketing standpoint, there's room for improvement in the lead process of Microsoft Dynamics CRM."

"The main issue with Microsoft Dynamics CRM is that its GUI isn't very attractive. Overall, the solution has the same functionalities as other CRMs such as Salesforce, but Salesforce is much simpler to use. Microsoft Dynamics CRM is complicated to use, and this is another area for improvement. It was also more difficult to set up the solution, so its setup could still be improved. What I'd like to see in the next version of Microsoft Dynamics CRM is a cleaner user interface because currently, it looks messy to me. Salesforce CRM has a better, more simplified user interface that makes it easier for you to get what you need, while in Microsoft Dynamics CRM, you have to put in a lot of effort to get things done."

"It could be less complicated for smaller organizations."

More Microsoft Dynamics CRM cons

"The solution is expensive."

"Previously, the SAP CRM used to use simple servers, but now SAP uses HANA. The problem with the HANA databases is their interoperability with other solutions. SAP CRM could improve by working better with other solutions."

"They could improve the product's analytics and reporting capabilities. Additionally, they could enhance its web interface speed."

"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."

"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 product is very expensive."

"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 product's pricing could be better."

More SAP CRM cons

Pricing and Cost Advice

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

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

"On a scale from one to ten with one being expensive and ten being of great value, I would rate Microsoft Dynamics CRM at six on pricing."

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

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

"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 cost could be cheaper. I would rate them 3 out of 5."

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

More Microsoft Dynamics CRM pricing and cost advice

"The product is costly."

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

"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 is an expensive product."

"Every user needs to have a license."

"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."

"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."

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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