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 14.7% mindshare in the category. SAP is ranked #3 in CRM , with an average rating of 7.6, and holds a 9.1% 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

437 Views
153 Comparison Views

100% willing to recommend

SAP CRM

Read 44 SAP CRM reviews

3,781 Views
3,479 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 (11th), Web Analytics (29th)

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 14.7%, down 18.3% compared to last year.
SAP CRM, on the other hand, focuses on CRM, holds 9.1% 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."

"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."

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

"The platform is highly scalable."

"We use SAP CRM for customer service improvement. The main idea is to make sure our team has the right information when talking to customers. This helps them process things like price approvals for quotes faster. The goal is to make the product more efficient, and faster, and, in the end, provide better customer service."

"It was comfortable setting up the tool."

"SAP CRM integrates well with SAP ERP which is useful."

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

"The initial setup of SAP CRM was simple."

More SAP CRM pros

Cons

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

"SAP CRM could improve by making the solution more current, it is out of date. There are no more updates for SAP CRM."

"They should improve the design to make it more appealing to users."

"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."

"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."

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

"The B2C features of SAP are strong, but they are not very known to the public and companies. They must make it more known for B2C applications or B2C use cases."

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

More SAP CRM cons

Pricing and Cost Advice

Information not available

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

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

"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."

"Every user needs to have a license."

"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."

"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."

"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

No data available

Manufacturing Company

11%

University

Computer Software Company

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.

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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 22% of the time

Zoho CRM vs SAP CRM

Compared 13% of the time

Oracle CRM vs SAP CRM

Compared 9% of the time

Siebel CRM vs SAP CRM

Compared 9% of the time

More SAP CRM Competitors

Product Reports

Buyer's Guide

Customer Experience Management

July 2025

IBM Watson Customer Experience Analytics report

Download IBM Watson Customer Experience Analytics product report

Buyer's Guide

SAP CRM

July 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.