IBM Watson Customer Experience Analytics vs SAP CRM comparison

The compared IBM and SAP solutions aren't in the same category. IBM is ranked #2 in CDA , and holds a 15.5% mindshare in the category. SAP is ranked #3 in CRM , with an average rating of 7.8, and holds a 10.4% mindshare. Additionally, 100% of IBM users are willing to recommend the solution, compared to 84% of SAP users who would recommend it.

IBM Watson Customer Experie...

Read 1 IBM Watson Customer Experience Analytics review

168 Views
68 Comparison Views

100% willing to recommend

SAP CRM

Read 44 SAP CRM reviews

3,571 Views
2,027 Comparison Views

84% willing to recommend

IBM Watson Customer Experie...

SAP CRM

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

IBM Watson Customer Experie...

Average Rating

10.0

Reviews Sentiment

8.1

Number of Reviews

Ranking in other categories

Customer Data Analysis (2nd), Customer Experience Management (10th), Web Analytics (23rd)

SAP CRM

Average Rating

7.8

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

CRM (3rd), Local Government CRM (2nd), Marketing Management (3rd)

Mindshare comparison

While both are Customer Relationship Management solutions, they serve different purposes. IBM Watson Customer Experience Analytics is designed for Customer Data Analysis and holds a mindshare of 15.5%, down 19.3% compared to last year.
SAP CRM, on the other hand, focuses on CRM, holds 10.4% mindshare, down 10.8% since last year.

Customer Data Analysis

CRM

Featured Reviews

Mouhanad Chebib

Techincal Pre-sales Specialist - Collaboration & Customer Engagement Solutions at GBM

Great granular DOM level with excellent analytics and reporting

There are three valuable areas: One of them is the granular DOM level where it captures behaviors on the application. Another is the analytics, because you don't need to provide it with a rule to identify the issues, it will analyze the usage of all the customers accessing that site and see if there are any abnormalities and it will identify unexpected changes in the pattern and that there is something wrong that needs to be checked out. That is extremely useful. Finally, the ability to create meaningful reports and dashboards to tell stories. The reports enable you to re-target customers if they've had any problems.

Read full review

ToniaSpight-Sokoya

Personal Service Consultant at Sokoya Networking

A CRM system that helps you automate and integrate your customer data and customer facing-activities: sales, marketing, service, and e-commerce

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 essential to ensure the system flags documents properly according to global retention policies. We need to address bugs and make sure our system fully aligns with our procedures and policies. This is crucial to prevent breaches, especially in a time when breaches are becoming more common. For instance, my personal identity was compromised four months ago when my mortgage company had a breach, and I’m still working with the FTC to clean up the damage. In my work in mortgage and financial services, I’m focused on preventing this kind of issue for our consumers and clients.

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 ability to create meaningful reports and dashboards to tell stories."

"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."

"The initial setup of SAP CRM was simple."

"SAP is very easy to use."

"The primary use case for us is lead creation and data management."

"Once the lead is matured, you can convert it into an opportunity and you can track it by the opportunity based on the product segment."

"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."

"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."

"SAP CRM is very much customizable as per our company requirements, such as adding different kinds of products and making codes."

More SAP CRM pros

Cons

"The technical side requires development skills during implementation. This could be simplified."

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

"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."

"The interface could be improved."

"I think what needs to be improved is the solution for Brazil's organization."

"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."

"SAP must provide a demo system for the customers."

"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."

"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."

More SAP CRM cons

Pricing and Cost Advice

Information not available

"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 licensing model for SAP CRM is customer-based."

"The solution is expensive."

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

"The product is expensive."

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

"We pay for the license yearly."

"The product is costly."

More SAP CRM pricing and cost advice

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Top Industries

By visitors reading reviews

No data available

Computer Software Company

11%

Manufacturing Company

11%

University

Financial Services Firm

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

Questions from the Community

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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?

SAP CRM is not suitable for small companies because of the cost. It is suitable for medium and large enterprise companies.

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What needs improvement with SAP CRM?

Recently, the price of SAP CRM has increased, which is one concern. Another issue is that sometimes we experience slow performance. Reports in SAP CRM itself can become very slow. Other than that, ...

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Comparisons

IBM Watson Commerce Insights vs IBM Watson Customer Experience Analytics

Compared 100% of the time

More IBM Watson Customer Experience Analytics Competitors

Microsoft Dynamics CRM vs SAP CRM

Compared 33% of the time

Salesforce Sales Cloud vs SAP CRM

Compared 24% of the time

Zoho CRM vs SAP CRM

Compared 13% of the time

Siebel CRM vs SAP CRM

Compared 9% of the time

Oracle CRM vs SAP CRM

Compared 9% of the time

More SAP CRM Competitors

Product Reports

Buyer's Guide

Customer Experience Management

June 2025

IBM Watson Customer Experience Analytics report

Download IBM Watson Customer Experience Analytics product report

Buyer's Guide

SAP CRM

May 2025

Download SAP CRM product report

Also Known As

IBM Coremetrics Digital Marketing Optimization aSuite, IBM Tealeaf, IBM Coremetrics Web Analytics

No data available

Overview

IBM Watson Customer Experience Analytics is a powerful tool that enables organizations to gain deep insights into customer behavior and preferences. Its primary use case is to analyze customer interactions across various touchpoints, such as websites, mobile apps, and social media platforms.

The most valuable functionality of Watson Customer Experience Analytics is its ability to provide a holistic view of the customer journey. It combines data from multiple sources, including clickstream data, customer feedback, and sentiment analysis, to deliver comprehensive insights. This allows organizations to understand the entire customer experience, identify pain points, and make data-driven decisions to improve customer satisfaction.

By leveraging advanced analytics and AI capabilities, Watson Customer Experience Analytics helps organizations uncover hidden patterns and trends in customer behavior. It provides actionable insights that enable businesses to optimize their marketing strategies, personalize customer experiences, and enhance overall customer satisfaction.

Furthermore, this tool helps organizations identify opportunities for cross-selling and upselling by understanding customer preferences and purchase patterns. It also enables businesses to proactively address customer issues and reduce churn by identifying dissatisfied customers and resolving their concerns promptly.

IBM

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

IMM, Whogohost Ltd., Stonyfield, Grupo WTW, Big Scary Cranium, Brockenhurst College, SiteMinis, RCI Banque Espana

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.

We monitor all Customer Data Analysis 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.