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, 93% of Microsoft users are willing to recommend the solution, compared to 83% of SAP users who would recommend it.

Microsoft Dynamics CRM

Read 78 Microsoft Dynamics CRM reviews

3,948 Views
3,846 Comparison Views

93% 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 Apr 20, 2025

SAP CRM and Microsoft Dynamics CRM are leading contenders in the CRM solutions market. SAP CRM gains an edge with its robust integration capabilities, especially for enterprises using SAP ERP, whereas Microsoft Dynamics CRM is appreciated for its user-friendly interface and seamless integration within the Microsoft ecosystem.

Features: SAP CRM excels in integration with SAP ERP, advanced lead management, and comprehensive custom reporting features, making it suitable for large enterprises. In contrast, Microsoft Dynamics CRM is favored for its intuitive interface, customizable dashboards, and seamless integration with Microsoft products such as Office 365, which enhances its accessibility and usability.

Room for Improvement: SAP CRM is seen as complex, with criticisms directed at its non-intuitive interface and need for improved integration with non-SAP platforms. Users also note the necessity for faster performance and a more modern user experience. Microsoft Dynamics CRM, although recognized for its usability, is suggested to improve integration with non-Microsoft tools and enhance its performance under heavy workloads. Both CRMs could also benefit from better customer support to align with evolving market needs.

Ease of Deployment and Customer Service: Microsoft Dynamics CRM is widely adopted in public cloud settings, offering easier deployment and quicker customer support responses. On the other hand, SAP CRM is often implemented on-premises or in hybrid cloud environments, which can complicate deployment. Its technical support is competent but sometimes slow, depending on the partner's expertise.

Pricing and ROI: SAP CRM is considered a high-cost solution, seen as a significant investment for large enterprises due to its comprehensive features and integration capabilities. Microsoft Dynamics CRM offers more competitive pricing, especially advantageous within the Microsoft ecosystem, though customization and user licenses can increase costs. SAP's higher initial expenses and setup complexity may delay ROI compared to Microsoft Dynamics CRM, which offers an easier and less costly setup.

To learn more, read our detailed Microsoft Dynamics CRM vs. SAP CRM Report (Updated: April 2025).

Buyer's Guide

Microsoft Dynamics CRM vs. SAP CRM

April 2025

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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

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

"The most valuable feature is that it's easy to use and can work with any Microsoft solution without problems."

"The solution is scalable."

"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 the flexibility with Microsoft Office 365."

"The most valuable features of Microsoft Dynamics CRM are its easy operations and functionality."

"Dynamics is a complete tool that helps the company measure and track sales, orders, current customers, and the sales pipeline."

"Technical support is completely good."

"The most valuable feature is the reporting tab."

More Microsoft Dynamics CRM pros

"The tool is easy to use."

"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."

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

"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."

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

"Its scalability is good."

"What I found most valuable in SAP CRM is its multitenancy, and you can use it from your website, SMS, and even social media, and it's all integrated, so my company is trying to leverage on all of those."

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

More SAP CRM pros

Cons

"During a period of time, restoring data and maintaining it could be better in Microsoft Dynamics CRM."

"Better integration would be an improvement."

"Microsoft Dynamics CRM can improve by adding more artificial intelligence. Additionally, they should add more modules, such as account-based management, that are available on other platforms such as salesforce.com."

"This is a good tool, but if you don't have experience using a CRM solution, there are a lot of things you'll need to learn. This tool needs to be more user-friendly."

"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 is not that customizable, you can customize it, but a lot of it is still pre-built in a way that you have a lot of details in there that you don't need."

"It could be less complicated for smaller organizations."

"Microsoft Dynamics CRM could improve by being more user-friendly and having a better design. I have used Service Desk and it is not user-friendly but this solution is worse. The graphical interface is not intuitive, you need someone to guide you or you will have difficulties navigating around to find the file you need. The data we are normally dealing with is boring enough and the interface could be more attractive and more exciting. The tabs and arrangement could be done better to be more user-friendly. Microsoft Excel, PowerPoint, and Word are fine and Microsoft should extend their user-friendliness and intuitiveness to Microsoft Dynamics."

More Microsoft Dynamics CRM cons

"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."

"The solution is expensive."

"CRM is costlier than its competitors."

"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 visibility of the data, there's a very limited set that we have access to and sometimes it's very difficult and not user-friendly to analyze from front end to back end. It's the biggest challenge, even if I'm working with an organization where we've implemented SAP."

"The navigation must be improved."

"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."

"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

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

"The solution is expensive."

"The solution is open source and is free. However, it does require a Dynamics 365 subscription."

"The customers that have Microsoft Office 365, the license price is competitive. It is competitive because the next solution above it is Salesforce, which is licensed quite high. The price annually was approximately $55 per user but we did a combination of users with some of them having the higher range of approximately $85."

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

"My organization pays for the license, and I do not know how much it costs."

"For the price of Microsoft Dynamics CRM, you receive a lot of comprehensive functionality. Additionally, it integrates very well. We pay approximately $100 a month to use the solution and we do not have any additional costs."

"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."

More Microsoft Dynamics CRM pricing and cost advice

"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."

"There is a license required for the solution and most of my clients purchase an annual 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."

"SAP CRM is an expensive solution and is the most challenging aspect of the solution."

"The solution is expensive."

"The product is costly."

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

More SAP CRM pricing and cost advice

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Top Industries

By visitors reading reviews

Computer Software Company

13%

Government

11%

Financial Services Firm

10%

Manufacturing Company

Computer Software Company

12%

Manufacturing Company

10%

Financial Services Firm

Government

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?

Microsoft Dynamics CRM needs improvement in simplifying the setup and configuration process, which can be relatively complex when we want all features to work properly. It is one area where the com...

See all answers

What is your primary use case for Microsoft Dynamics CRM?

We use Microsoft Dynamics CRM ( /products/microsoft-dynamics-crm-reviews ) for opportunity management and a traditional CRM approach for managing customer and client relationships. Although we have...

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

ServiceNow Customer Service Management vs Microsoft Dynamics CRM

Compared 4% of the time

Oracle CX Sales 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 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

April 2025

Download Microsoft Dynamics CRM product report

Buyer's Guide

SAP CRM

April 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

April 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: April 2025.

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