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Understanding the Difference Between Salesforce CRM and SAP CRM

Rajat Kesarwani

By Rajat Kesarwani| Thursday, Sep 24, 2020 15:25 PM | 5 min read

Picking up the right CRM for business can be a challenging task. This article will discuss the differences between SAP and Salesforce CRM to make it easier for you to choose between one of them.

Both the CRM platforms have their pros and cons. However, Salesforce is particularly less preferred when it comes to UI and all captivating social moving capacities. Still, it is easy to use for individuals who don't usually utilize innovation devices. On the other hand, SAP isn't known for its intuitive UI, though Salesforce is getting much preference due to its usability.

When it comes to industrial components, SAP is preferred because it offers a great deal of industry-related parts and components, alongside CRM components.
Salesforce CRM on the other hand targets CRM-based components. However, it is said that Salesforce is much costlier than SAP when used for industrial components. After every upgrade introduced in SAP, the stage turns out to be respectable and useful. Whereas, Salesforce is as yet restricted to construct and bolster a worldwide class B2C Customer Engagement Center (CEC)item.

Salesforce has been dominating the CRM industry for years, and the Salesforce CRM market share was 19.5% in 2018, its over double its nearest rival SAP. Let’s talk about some popular software and tools that are are commonly used.

What is the Difference Between Salesforce CRM and SAP CRM?

Business Intelligence

Business Intelligence tools have become more popular over the years as the users can monitor their KPIs and gather specific data of their day-to-day business activities.

Salesforce Salesforce CRM provides its user with real-time analytics through their paid add-on QlikView, which is much easier to use, and it requires less or no dependence on IT. With QlikView's help, customers can increase sales effectiveness and efficiency by measuring trends in their pipelines. Users can also manage their marketing campaigns and can identify new marketing strategies for future improvement.

SAP SAP helps its users to analyze data in real-time. SAP BusinessObjects integrates capabilities such as KPI reporting into the SAP Analytics cloud, which can be used directly in SAP C/4HANA without any BI system.

However, both the CRMs offer the best analytics capabilities with their solutions. After understanding this difference, we can say that Salesforce beats SAP, as Salesforce's QlikView is more user-friendly.

Omni-Channel Experience

Omni-Channel solutions help the companies to establish a better customer experience. Let's discuss how both the CRMs work to improve the omnichannel experience.

Salesforce Salesforce Commerce Cloud offers a simpler cloud-based approach. It enables retailers to access multiple features that are integrated into a centralized platform, which includes operations, order management, merchandising, marketing, etc.

SAP It is different from Salesforce's approach. SAP integrates all physical and digital touchpoints of the customer on a single platform. It provides the best experience to the users on every device.

Offline Mode

Many sales reps visiting a client or technicians doing on-site maintenance are all required to access the software, but not every place has internet available. When looking at the offline functions available at both SAP and Salesforce, we see a massive difference between them both.

Salesforce The offline-mode of Salesforce CRM is limited when compared to SAP. A few examples are: it allows the users to edit notes but can't delete them, it allows for editing and deleting task but only limited, it does not allow you to edit or delete files, and it does not allow you to give approvals.

SAP SAP's C/4HANA supports most activities, both online and offline. A few examples are Offline price calculations, Offline field service tool, Offline retail execution tool, and offline promotion creation.
Both CRMs provide an online and offline mode, but SAP is more favored in terms of offline mode.

AI and Machine Learning

Comparing these technologies and implementing them in a CRM can help you to deliver more personalized and predictive customer information in every part of your business.


  • Einstein prediction builder – It can predict the business results
  • Einstein Bots – It improves business processes, charms your customers, and empower your employees by using custom build and trained bots based on your CRM data.
  • Einstein Vision – In-app image recognition to identify products, brands, and more.
  • Einstein Language – It understands your customer's expectations and needs on all the channels by analyzing the intent, emotion, and belief in the text's body.
  • Einstein discovery – AI-powered insights and recommendations can result in increased productivity and discovering relevant patterns in your data.


  • SAP customer retention – It predicts customer's behavior.
  • SAP Deal intelligence – Score prospective sales and rank them according to their likelihood to close.
  • SAP service Ticket intelligence – The application automatically categorizes service tickets, prioritizes tasks to be completed, and suggests answers to standard questions.
  • SAP CoPilot – It is a digital chat assistant that asks questions and gives answers to help the user reach their goals.
  • SAP Brand – It helps the companies measure the influence of their brand and the effects of sponsorship and advertising investments. For example, how often a company's logo is used in a video.

The Analysis of Salesforce's Q2 numbers are as follows:

The analysis of Salesforce's Q2 numbers is up 60% to $1.5 billion, which makes it the largest business unit inside a company synonymous with SaaS apps. Lagging behind Platform and Other were ServiceCloud, up 20% to $1.3 billion, and Sales Cloud, up 13% to $1.3 billion.

Following the after-hours spike in its share price, Salesforce now has a market cap ($194.7 billion) significantly bigger than Oracle's ($172.1 billion) and almost as large as SAP's (197.2 billion).

According to IDC, Salesforce CRM has claimed an 18.4% share for 2019, while those other companies generated a combined portion of 17.8%.

In the end, we can say that both CRMs can be used interchangeably. However, it all comes down to what you are looking for in your CRM. Only you can be the best judge to know if you SAP or Salesforce CRM. Consult a Salesforce Expert for help. Dreamstel is currently offering 10 hours of free Salesforce consultation. Wait no more and call us now.

Rajat Kesarwani
About the Author Rajat Kesarwani is the CEO of Dreamstel Technologies. With over 15 years of experience in maintaining business relations with esteemed companies across the US and Australia, Mr. Kesarwani has earned an excellent reputation in the IT industry. He has been offering advanced technology services to businesses that require any kind of IT solution. His expert services at Dreamstel includes developing and introducing next-generation apps and spreading awareness about Salesforce. His objective is to reach out to companies in need of advanced technology solutions, and he has been successfully moving ahead in the right direction to do so, through Dreamstel Technologies.