What users are saying about
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Top Rated
3058 Ratings
154 Ratings

Salesforce

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Top Rated
3058 Ratings
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Score 8.3 out of 100
154 Ratings
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Score 8.8 out of 100

Feature Set Ratings

  • Salesforce.com ranks higher in 4 feature sets: Sales Force Automation, CRM Reporting & Analytics, Customization, Security
  • SAP CRM ranks higher in 4 feature sets: Marketing Automation, CRM Project Management, Social CRM, Integrations with 3rd-party Software
  • Salesforce.com and SAP CRM are tied in 2 feature sets: Customer Service & Support, Platform

Sales Force Automation

8.2

Salesforce

82%
7.8

SAP CRM

78%
Salesforce.com ranks higher in 7/9 features

Customer data management / contact management

8.5
85%
185 Ratings
9.2
92%
27 Ratings

Workflow management

8.2
82%
177 Ratings
7.6
76%
28 Ratings

Territory management

8.0
80%
146 Ratings
7.4
74%
23 Ratings

Opportunity management

8.6
86%
181 Ratings
7.9
79%
26 Ratings

Integration with email client (e.g., Outlook or Gmail)

7.9
79%
170 Ratings
7.6
76%
22 Ratings

Contract management

8.0
80%
143 Ratings
7.0
70%
25 Ratings

Quote & order management

7.8
78%
135 Ratings
7.2
72%
24 Ratings

Interaction tracking

8.3
83%
157 Ratings
8.5
85%
26 Ratings

Channel / partner relationship management

8.2
82%
128 Ratings
7.4
74%
27 Ratings

Customer Service & Support

8.6

Salesforce

86%
8.6

SAP CRM

86%
Salesforce.com ranks higher in 2/3 features

Case management

9.0
90%
56 Ratings
8.7
87%
21 Ratings

Call center management

8.4
84%
42 Ratings
8.4
84%
22 Ratings

Help desk management

8.3
83%
46 Ratings
8.7
87%
20 Ratings

Marketing Automation

8.3

Salesforce

83%
8.5

SAP CRM

85%
Salesforce.com ranks higher in 1/2 features

Lead management

8.4
84%
168 Ratings
8.0
80%
22 Ratings

Email marketing

8.1
81%
143 Ratings
9.0
90%
18 Ratings

CRM Project Management

7.8

Salesforce

78%
8.2

SAP CRM

82%
SAP CRM ranks higher in 3/3 features

Task management

8.0
80%
160 Ratings
8.5
85%
20 Ratings

Billing and invoicing management

6.7
67%
37 Ratings
7.4
74%
20 Ratings

Reporting

8.5
85%
124 Ratings
8.7
87%
18 Ratings

CRM Reporting & Analytics

8.4

Salesforce

84%
8.1

SAP CRM

81%
Salesforce.com ranks higher in 3/3 features

Forecasting

8.3
83%
157 Ratings
8.2
82%
24 Ratings

Pipeline visualization

8.5
85%
173 Ratings
8.4
84%
22 Ratings

Customizable reports

8.5
85%
181 Ratings
7.8
78%
25 Ratings

Customization

8.4

Salesforce

84%
7.8

SAP CRM

78%
Salesforce.com ranks higher in 4/4 features

Custom fields

8.5
85%
174 Ratings
7.8
78%
26 Ratings

Custom objects

8.6
86%
166 Ratings
8.0
80%
26 Ratings

Scripting environment

8.2
82%
126 Ratings
7.8
78%
22 Ratings

API for custom integration

8.3
83%
146 Ratings
7.8
78%
21 Ratings

Security

8.8

Salesforce

88%
8.7

SAP CRM

87%
Salesforce.com ranks higher in 1/2 features

Single sign-on capability

8.8
88%
143 Ratings
9.2
92%
26 Ratings

Role-based user permissions

8.8
88%
137 Ratings
8.3
83%
22 Ratings

Social CRM

8.3

Salesforce

83%
9.0

SAP CRM

90%
SAP CRM ranks higher in 2/2 features

Social data

8.3
83%
115 Ratings
9.0
90%
13 Ratings

Social engagement

8.4
84%
113 Ratings
9.0
90%
12 Ratings

Integrations with 3rd-party Software

8.2

Salesforce

82%
8.3

SAP CRM

83%
Salesforce.com ranks higher in 1/2 features

Marketing automation

8.2
82%
150 Ratings
9.0
90%
17 Ratings

Compensation management

8.3
83%
101 Ratings
7.7
77%
15 Ratings

Platform

8.4

Salesforce

84%
8.4

SAP CRM

84%
Salesforce.com ranks higher in 1/1 features

Mobile access

8.4
84%
158 Ratings
8.4
84%
19 Ratings

Attribute Ratings

  • Salesforce.com is rated higher in 3 areas: Likelihood to Renew, Usability, Online Training
  • SAP CRM is rated higher in 2 areas: Likelihood to Recommend, Support Rating

Likelihood to Recommend

8.2

Salesforce

82%
302 Ratings
8.3

SAP CRM

83%
32 Ratings

Likelihood to Renew

9.4

Salesforce

94%
49 Ratings
9.0

SAP CRM

90%
4 Ratings

Usability

8.5

Salesforce

85%
91 Ratings
8.0

SAP CRM

80%
4 Ratings

Availability

9.8

Salesforce

98%
54 Ratings

SAP CRM

N/A
0 Ratings

Performance

9.0

Salesforce

90%
36 Ratings

SAP CRM

N/A
0 Ratings

Support Rating

8.1

Salesforce

81%
118 Ratings
9.3

SAP CRM

93%
5 Ratings

In-Person Training

7.9

Salesforce

79%
11 Ratings

SAP CRM

N/A
0 Ratings

Online Training

9.1

Salesforce

91%
15 Ratings
7.0

SAP CRM

70%
1 Rating

Implementation Rating

9.4

Salesforce

94%
32 Ratings

SAP CRM

N/A
0 Ratings

Configurability

10.0

Salesforce

100%
2 Ratings

SAP CRM

N/A
0 Ratings

Contract Terms and Pricing Model

9.1

Salesforce

91%
10 Ratings

SAP CRM

N/A
0 Ratings

Product Scalability

10.0

Salesforce

100%
2 Ratings

SAP CRM

N/A
0 Ratings

Professional Services

9.3

Salesforce

93%
8 Ratings

SAP CRM

N/A
0 Ratings

Likelihood to Recommend

Salesforce

Ability to create dashboards. The project progress can be easily tracked. Tickets can be fed with all the right data and the same can be exported. You can customize the fields as per your usage. Can be used for multiple projects. The reports generated are accurate in nature and can be used for making important decisions and improvements.
Read full review

SAP

SAP CRM is a well-designed platform for small to medium-sized businesses that want to manage their customer-centric operations through a single pane of glass. Changes can be made quickly and easily for different scenarios. Many features allow flexibility and scalability, making it ideal for large industries with significant capital and customer bases. Data automation helps maintain a healthy relationship with customers.
Read full review

Pros

Salesforce

  • Salesforce.com is extremely customizable. I would not consider it an out-of-the-box solution, although its standard fields allow for fundamental CRM activities and reporting.
  • Salesforce.com is able to integrate with 100s of third-party softwares—often times creating efficiencies in processes.
  • Reports within Salesforce.com have the ability to be simple as a standard Account report, or you can get very granular with your report filtering to segment a very specific result, eg. Accounts in California who are active clients and fall within the pharmaceutical industry and have a specified market capitalization.
Read full review

SAP

  • Our customers benefit from SAP CRM's 360-degree views and case management capabilities.
  • As a middleware business tool, case reporting is excellent, and it works well with WM systems to communicate with various departments.
  • It is an excellent tool for tracking customer relationships across multiple channels, and it's easy to use.
Read full review

Cons

Salesforce

  • Would like easier integration of Einstein data in Salesforce Dashboards so we do not have to navigate to the Analytics Studio.
  • Quicker adoption of custom objects into new offerings like the Pipeline Navigator.
  • Continued expansion of Salesforce Surveys for more features and flexibility.
Read full review

SAP

  • One of the things I don't like about "SAP CRM" is that there are no alerts or notifications which could warn when something happens within the platform.
  • It does not have integration with any type of social network.
  • The robust and unintuitive appearance makes it a bit complicated to use all its functionalities.
Read full review

Pricing Details

Salesforce

Starting Price

$25 per month

Editions & Modules

Salesforce editions and modules pricing
EditionModules
Essentials$25.001
Professional$75.002
Enterprise$150.003
Unlimited$300.004

Footnotes

  1. Per User/Per Month
  2. Per User/Per Month
  3. Per User/Per Month
  4. Per user/Per month

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

Entry-level set up fee?

No setup fee

Additional Details

SAP CRM

Starting Price

Editions & Modules

SAP CRM editions and modules pricing
EditionModules

Footnotes

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Likelihood to Renew

    Salesforce

    While it's not perfect and can be overly complicated at times, there is not another solution out there that can do what it does. To get the same functionality you would need numerous disparate tools to match the amount of functionality Salesforce has. Having it all aggregated on one platform makes the complicated parts far more bearable
    Read full review

    SAP

    I know what SAP CRM can do in the future. We are very happy with the product and think it is a great choice for both SAP ERP users and even those who do not use other SAP products. We have both Salesforce and SAP CRM, and we feel that Salesforce is a good product for a few years, but SAP CRM is a more fully-featured product and is a better choice for complex organizations capable of running installed software of this complexity. It is often just a question of budget.
    Read full review

    Usability

    Salesforce

    Compared to the Salesforce Classic layout, the Lightning Experience is very user-friendly. Customize your top navigation bar to include quick links to your most frequently used records, objects, or reports. There are free online courses from Salesforce called "Trail Heads" to help new users get acquainted with the CRM. As a whole, it's a well-designed and user-friendly website. All is well, and there have been no problems so far.
    Read full review

    SAP

    When we were not introduced to Salesforce, we were somehow managing with SAP CRM which allowed us to do a few tasks like lead assignment, managing partner access, service portal etc. as we have other modules of SAP but now we think marketing/sales needs more and we need visibility of leads more than what SAP CRM allow us.
    Read full review

    Reliability and Availability

    Salesforce

    Salesforce is always available securely from any internet-capable device anywhere in the world, UNLESS you choose to set security measures so that ONLY trusted IP ranges may access the system at certain times of the day. It's all about choice and flexibility with Salesforce products.
    Read full review

    SAP

    No answers on this topic

    Performance

    Salesforce

    Salesforce performance in general is excellent. "The cloud infrastructure beneath Force.com has been fine-tuned over the past 10 years. It powers nearly 100,000+ businesses running more than 185,000 applications that 3 million users count on every day."
    Points per Salesforce -
    1) Multitenant kernel - With a multitenant platform, each business that uses the app doesn’t have its own copy. Instead, all businesses share a single copy and then customize it for their specific needs.
    2) ISO 27001 certified security - You can’t compromise when it comes to enterprise-level security. Force.com is road-tested and trusted by nearly 100,000+ companies, including many of the world’s most security-conscious organizations, such as banks and health care providers.
    3) Proven reliability - All Force.com apps run on world-class data centers with backup, failover, and disaster-recovery facilities. Force.com has had a proven 99.9 percent uptime record for years.
    4) Proven, real-time scalability - Force.com is used by many of the world's largest enterprises, including Cisco, Japan Post Network, and Symantec. Applications can automatically scale from a few users to millions of page views, as needed.
    5) Real-time query optimizer - You need fast access to your data. The Force.com query optimizer delivers under 300ms response time, at a massive scale.
    6) Real-time transparent system status - You can always see real-time system performance, availability, and security information at trust.salesforce.com.
    7) Real-time upgrades - Unlike traditional software platforms, our upgrades never break your customizations, code, or integrations. We upgrade the platform for you 3 to 4 times each year. As a result, you’re always on the latest version, with access to the latest features, performance, and security enhancements.
    8) Real-time sandbox environments - With a single click, you can create copies of your applications, configuration, and data in separate environments for development, testing, and training.
    9) Three global production data centers and disaster recovery - Force.com runs on three geographically dispersed, mirrored data centers with built-in replication, disaster recovery, a redundant network backbone, and no single points of failure
    Read full review

    SAP

    No answers on this topic

    Support Rating

    Salesforce

    Account managers are awesome for the most part but change every year. So just as they are getting to know your business they usually switch accounts. We have premier success now which gives us 24/7 access to support, which has been helpful as we deal with integration issues with APIs and across Salesforce products.
    Read full review

    SAP

    SAP's customer service is quick and efficient, with a response time of fewer than some minutes. In either case, you'll get instant help from the vendor or online forums. In addition, the vendor provides excellent global support for this tool. Like Salesforce, SugarCRM, etc., it's probably fine as a standalone CRM option.
    Read full review

    In-Person Training

    Salesforce

    I attended two training sessions. I would rate them a 4 as an advanced user. It was very basic – great for someone new – would give 8+ for new person.

    I had 3 years of experience at the time. I skipped basic and went onto advanced and still not helpful. A lot of it was best practices that didn’t feel relevant for our business
    Read full review

    SAP

    No answers on this topic

    Online Training

    Salesforce

    I have gone through multiple. The content that’s delivered is quite basic – I wish they had more advanced training.

    We are grandfathered into premium support plus training. We get unlimited access to instructor led and online training for free. We have taken advantage of this
    Read full review

    SAP

    No answers on this topic

    Implementation Rating

    Salesforce

    Just from an organizational standpoint - we standardized our data prior to moving to Salesforce. But we essentially standardized it wrong. That's created a big disgusting mess for us know that I'll have to deal with as the Admin. Be sure you think through use cases prior to doing something like that - seek outside opinions on how the data will work best, especially depending on what else you're going to integrate with Salesforce.
    Read full review

    SAP

    No answers on this topic

    Alternatives Considered

    Salesforce

    When evaluating a CRM solution for our company we had a fairly simple decision process. We had to decide to buy vs build an internal solution - which we found for the cost Salesforce would save from development / IT perspective and provide a more robust solution. The closest out of the box competitor we looked at was the Microsoft Dynamics CRM product -and again, we found Salesforce to be a more robust / cost effective solution.
    Read full review

    SAP

    SAP CRM is a diversified, complex tool which can be customized to the company needs on many various levels. The main reason why a company could choose SAP CRM is to ensure all their needs are met in terms of a solution that can be adjusted to the processes within the organisation
    Read full review

    Contract Terms and Pricing Model

    Salesforce

    The contract process was arduous. Some of that was because of the purchasing issues with our university, but as mentioned previously, we got a quote for a package and then they also recommended add-on fees. These were things we did not end up going with because we had budgeted based on the originally quoted amount. This has slowed down our implementation phase and meant we were paying for two CRM software for longer than I would have liked.
    Read full review

    SAP

    No answers on this topic

    Scalability

    Salesforce

    I've worked with Salesforce since 2001 in companies ranging from 4 to hundreds of sales people and the system has been able to scale and perhaps more importantly expand (functionally) to the needs of larger organizations. In fact in my previous company, as a provider of a solution that integrated with Salesforce, we had customers that had thousands of sales people using Salesforce.
    Read full review

    SAP

    No answers on this topic

    Professional Services

    Salesforce

    Using Salesforce.com has made my daily routines more efficient and simplified the manual tasks I had to perform independently. I can now access data from any device, online or offline, and provide better guidance to my team about the forecasts provided by the built-in artificial intelligence (AI). A chat with a Salesforce support specialist would be great. The knowledge base has a community forum where Salesforce users can ask questions and learn more about the product.
    Read full review

    SAP

    No answers on this topic

    Return on Investment

    Salesforce

    • Companies that either hire consulting expertise or have in-house experts will benefit the most. It can be a powerful tool. Manage it correctly and there will be great benefits.
    • Conversely, if companies don't implement Salesforce.com with a plan, there will be frustration and small if any ROI realized.
    Read full review

    SAP

    • Longer implementation time when client needs customization in SAP CRM based on their custom business processes. That leads to longer ROI.
    • Proper training is key step to ROI on SAP CRM.
    • Out of box solution gives quick ROI. When client is implementing process first time & adapts SAP CRM provided solution in their organization.
    Read full review

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