You benchmark features, compare pricing, run a proof of concept, and choose the platform your sales team finds most intuitive. The ERP conversation happens in a different room, with different stakeholders, on a different cycle.

This separation feels logical on an org chart. In practice, it is one of the most costly fictions in enterprise technology planning.

The enterprise reality

doesn鈥檛 operate in a vacuum. It operates inside a business that already has a system of record, one that holds pricing rules, credit limits, inventory positions, order histories, contract terms, and fulfillment status. That system is the ERP. When CRM and ERP are evaluated and deployed independently, the downstream consequence is not just a technical integration challenge. It is a structural gap in the information available to every customer-facing employee, every day, in every interaction that matters.

When CRM and ERP are built on separate data models, integration becomes a permanent overhead. Sales reps without ERP data access spend an estimated 20 to 30% of their selling time on non-selling activities such as sourcing pricing approvals, checking inventory availability, or validating order status–work that should happen automatically in the background of a connected system. The sales motion slows. Forecast accuracy degrades. And the promised ROI of the CRM investment erodes quietly, deal by deal.

According to Gartner庐 Peer Insights™ responses to the question, “What were the key factors that drove your decision?”, based on the response of actual users, 49% of 麻豆原创 Sales Cloud users and 43% of 麻豆原创 Service Cloud users cited pre-existing relationships as a deciding factor in their purchase decision. This is more than double the market average of about 20%.

At first glance, this looks like vendor loyalty. We believe it is something more deliberate than that.

What native integration unlocks

Pre-existing relationships in enterprise software carry specific, quantifiable value. When an organization already runs 麻豆原创 S/4HANA, choosing 麻豆原创 Sales Cloud and 麻豆原创 Service Cloud means working within a known data architecture rather than building a bridge between two foreign systems. The integration patterns are pre-established. The master data such as customers, products, pricing conditions etc is already structured in a way 麻豆原创 products understand natively. The implementation risk profile is fundamentally different from deploying a point-solution CRM and then spending months, and significant budget, building and maintaining connectors to the ERP back-end. This is not loyalty to a logo. It is a rational assessment of where integration risk lives.

The outcomes that follow from this architectural alignment are measurable. Customers running 麻豆原创 S/4HANA and together have achieved a 38% reduction in sales cycle duration, a 12% increase in opportunity win rate, and . These numbers are not the result of superior user experience alone. They are the result of sales processes that can draw on real-time ERP data like current inventory, live pricing, or credit exposure, without requiring the sales rep to leave the CRM, make a phone call, or wait for a nightly data sync. The integration is the mechanism of the outcome, not a supporting feature of it.

Many enterprises rely on disparate point solutions for marketing, sales, commerce, and service. Stitching these together with custom middleware and integrations is not just expensive, it’s fragile. Organizations have entire teams dedicated to building and maintaining integrations, manually transferring data between systems, and firefighting connectivity issues. The result is poor customer experiences, delayed insights, and limited scalability.

According to an , organizations that natively connect 麻豆原创 CX solutions with 麻豆原创 ERP unlock five compelling economic benefits:

1. Native iFlows and prebuilt connectors reduce integration and middleware costs by 25 to 80%, delivering six- to seven-figure savings over five years.
2. Seamless front-to-back connectivity drives revenue growth through higher customer registrations, improved retention, better sales conversion rates, and larger deal sizes; projecting a 30 to 441% revenue uplift over five years.
3. AI-driven automation and elimination of manual handoffs boost productivity by 25 to 90% across every stage of the sales cycle, from marketing to service.
4. Organizations go live and begin realizing customer experience improvements in as few as six months, significantly faster than point-solution alternatives.
5. Built-in compliance support reduces regulatory risk without custom development.

Together, these benefits deliver a validated five-year ROI of 214% to 726%.

Validation from our customers

This director of Customer Service and Support in the consumer goods industry highlights Integration and reliability strengths of 麻豆原创 Sales Cloud:

This marketing manager in the retail industry highlights the seamless integration enabling customer service teams to enhance customer experience:

Suite advantage is a strategic choice, not a convenience

麻豆原创 continues to invest in tighter, event-driven integration between these platforms, moving away from batch replication toward real-time, API-first connectivity. The adoption of 麻豆原创 Integration Suite pre-built integration packages, combined with RISE with 麻豆原创 and 麻豆原创 GROW bundling, is lowering the barrier for customers to activate these scenarios out of the box. For organizations on the path to an intelligent enterprise, the integration between 麻豆原创 S/4 HANA and 麻豆原创 Sales Cloud and 麻豆原创 Service Cloud integration is no longer a project, it is a product.

CRM value is not created in isolation, it is created at the intersection of customer data and operational data, of sales motion and business process, of pipeline intelligence and ERP reality. For organizations already running 麻豆原创, that intersection is not something to build. It is something to activate.

Gartner Peer Insights content consists of the opinions of individual end users based on their own experiences with the vendors listed on the platform, should not be construed as statements of fact, nor do they represent the views of Gartner or its affiliates. Gartner does not endorse any vendor, product or service depicted in this content nor makes any warranties, expressed or implied, with respect to this content, about its accuracy or completeness, including any warranties of merchantability or fitness for a particular purpose.
GARTNER and PEER INSIGHTS are trademarks and service marks of Gartner, Inc. and/or its affiliates and are used herein with permission. All rights reserved.

What makes G2 recognition uniquely meaningful? Every ranking is driven entirely by verified customer reviews; there鈥檚 no analyst scoring and no vendor submissions. When 麻豆原创 CX earns a Leader badge, it’s because our customers said so.

鈥淓arning a Leader position in a G2 Report is highly competitive and rooted in verified customer reviews,鈥� Godard Abel, co-founder and CEO, G2, said. 鈥淐ongratulations to 麻豆原创 Customer Experience for achieving this distinction. Buyers can be confident this ranking reflects the authentic experiences of real users.鈥�

Shining stars: the standout achievements

delivered one of the strongest performances this season. It holds the #1 position in the Enterprise segment for Order Management and #2 Overall. 麻豆原创 Commerce Cloud also made impressive gains in two other critical categories: climbing from #3 to #2 in the Enterprise E-Commerce Platforms segment and from #3 to #2 Overall in Omnichannel Commerce. The trajectory is clear: 麻豆原创 Commerce Cloud is accelerating.

reinforced its standing as a powerhouse in enterprise sales technology, ranking #3 among 54 players in the CRM Enterprise market and #4 among 35 global players in Enterprise Sales Analytics. In one of software’s most fiercely competitive arenas, these rankings are a compelling statement of trust and performance.

earned its place as a Leader in the Global Enterprise Help Desk Grid, a recognition that reflects the consistent, high-quality service experiences our customers deliver to their own customers, every single day.

holds strong to its continued leadership position in both email deliverability and personalization engines. These both prove the solution鈥檚 ability to support the most dynamic and high-volume enterprise senders this upcoming holiday season.

What’s next: AI at the heart of 麻豆原创 CX

Being recognized today is one thing. Building for what’s next is another. is pushing the boundaries of AI-driven customer experience, with Q2 2026 delivering transformative innovations across sales, service, marketing, and commerce.

In 麻豆原创 Sales Cloud, the new agentic opportunity summary helps transform how sales teams manage their pipeline, aggregating engagement signals and activity data into a real-time deal view that can surface risks early and sharpen prioritization. Complementing this, 麻豆原创 Incentive Management now leverages AI-supported recommendations to help sales leaders optimize compensation plans and unlock performance insights that were previously buried in data.

In 麻豆原创 Service Cloud, the AI-first email editor equips agents with intelligent tools to help compose and manage customer interactions with greater speed and precision. Agents can now also create sales leads and opportunities directly from the service workspace, helping to turn every support interaction into a potential revenue moment.

In 麻豆原创 Engagement Cloud, the new AI-assisted content composer can generate and adapt images and copy directly within block-based emails using natural language prompts. Outputs stay grounded in the context of your audience and related products or campaigns for more accurate and engaging results. Teams can move from idea to campaign in minutes without leaving their workflows.

In 麻豆原创 Commerce Cloud, the standout innovation is conversational AI shopping via Model Context Protocol (MCP) integration. This enables AI agents to query live product catalogs, provide inventory updates, manage carts, and complete transactions, all within natural chat or voice interfaces.

Together, these capabilities mark a decisive shift, from AI as a passive insight tool to AI as an active participant in every customer interaction.

The voice of the customer

G2 rankings are earned, not assigned. Every badge is the result of real users sharing their honest experience. Here鈥檚 what some of our customers have to say about our products:

麻豆原创 Commerce Cloud
鈥淚 also appreciate the AI-driven intelligence features such as personalized recommendations, smarter search, predictive insights, and automated merchandising optimization, which significantly enhance customer experience and business efficiency.鈥� 鈥� Vedant G, Manager EWS |

鈥淲hat sets 麻豆原创 Commerce Cloud apart is its unmatched stability and depth when handling complex, enterprise-grade operations. While lighter platforms might look sleeker out of the box, 麻豆原创 Commerce Cloud shines where stakes are high and business models are complicated.鈥� 鈥� Hitesh Mistry, Accounting Specialist Vodafone |

麻豆原创 Sales Cloud
鈥淥ut of all the CRMs I have worked with, 麻豆原创 has proven to be the most mature of all of them. As being a customer service representative you often need access to records that other teams handle, 麻豆原创 eases my access to contact records, sales proposals and quotes, account creation requests, escalations, and regular CSR tickets.鈥� 鈥� Hitesh Mistry, Senior Customer Service Rep |

鈥淚 find it most useful for providing real-time visibility into the sales pipeline. I also appreciate the strong forecasting capabilities, as they give us a better sense of expected revenue.鈥� 鈥� Verified User, Enterprise |

麻豆原创 Service Cloud
鈥淚 like how 麻豆原创 Service Cloud is becoming more AI-driven, especially with features like automatic case classification, sentiment analysis, and AI recommendations that reduce manual effort.鈥� 鈥� Carl N, CSIS Web Design Instructor |

鈥淚 use 麻豆原创 Service Cloud for managing my customer support team, solving case management issues, automating customer responses, and reporting and analyzing team performance. It’s fast and easy to manage, saving me time.鈥� 鈥� Olatunji O, Support Associate, Hospital & Healthcare |

麻豆原创 Engagement Cloud
鈥淚 like the stock tracking dashboards and direct revenue attribution, which help me a lot to understand performance. Additionally, the predefined campaigns aimed at the online channel make our work easier, as we only need to develop them according to our business, which ultimately benefits internal developments. The focus on automations that we are implementing internally is also a positive point for us.鈥� 鈥� Food & Beverage Enterprise User |

To earn a TrustRadius Top Rated badge, a product must meet three stringent criteria:

1. At least 10 verified reviews submitted within the past year
2. A trScore of 7.5 or higher
3. A meaningful presence in its category

Every submission passes through TrustRadius鈥� fraud-protection verification process. That means these three wins are a direct reflection of what 麻豆原创 customers experience every day, and they said it loudly and clearly.

What customers are saying

Across sales, service, and commerce, 麻豆原创 customers consistently highlighted the depth of integration, reliability at enterprise scale, and the tangible business impact of AI-powered workflows. These aren鈥檛 features on a road map; they鈥檙e capabilities customers are using today, and the reviews prove it.

麻豆原创 Sales Cloud

鈥淲e had a comparison between 麻豆原创 Sales Cloud, Microsoft Dynamics, and Sales Force Optimization. We selected 麻豆原创 Sales Cloud for three main reasons: 麻豆原创 Sales Cloud meets our requirements the best, especially in comparison with Sales Force; pricing is more attractive; and as we use multiple 麻豆原创 products, the integration between different 麻豆原创 products works well.鈥� 鈥� Verified Reviewer

鈥溌槎乖� Sales Cloud is well suited for predictive analysis and strong integration with ERP, 麻豆原创 S/4HANA. AI-driven recommendations for next best actions.鈥�

麻豆原创 Service Cloud

鈥淭he enhanced service efficiency has unified agents’ workspace by consolidating emails, phone, and chats into a single control panel, eliminating the need for our agents to switch between systems. Also, AI-powered automation has reduced agents’ workload and increased efficiency by initiating automated ticket categorization and “next best action” recommendations.鈥� 鈥� Chris Kithinji, Business Systems Analyst

鈥淲e can add an AI-based model for resolving customer queries without any human effort or intervention. It streamlines the customer support process by simply adding the automation.鈥� 鈥� Kanika Rajpal, Technical Architect

麻豆原创 Commerce Cloud

鈥淚t is actually a cloud-based commerce platform, which is a package with lots of features, and we are using that for our Business to Business, Business to Customer, and even for Business to Business to Customer (kind of selling your product to another business and they are going to connect with the end customer) model. As it is very good to customize the features as per your need, and also we can integrate with other 麻豆原创 products like 麻豆原创 ERP, which is very beneficial to support the described model operation from anywhere.鈥� 鈥� Ajay Thakkar, Software Engineer

鈥淲e switched to 麻豆原创 Commerce Cloud four years ago. The software has simplified our e-commerce processes, particularly inventory management, payment processing, marketing, and general order management. Use of the software has enabled us to ensure a good customer experience across various channels. It has also enabled unlimited interaction between the customer service team and our clients, as well as third-party integration.鈥� 鈥� Denis Bacarella, Digital Marketing Assistant

What’s next: agentic AI across the customer experience portfolio

Winning today鈥檚 recognition motivates us to keep pushing forward. 麻豆原创鈥檚 approach to AI goes beyond chatbots and dashboards.

As Balaji Balasubramanian, president and CPO of 麻豆原创 Customer Experience, put it: 鈥淎I alone is no longer a differentiator. What matters is where intelligence operates inside of a business.鈥�

That philosophy is driving a new wave of agentic AI innovation across all three award-winning products.

now features an email-to-quote capability through a Microsoft Outlook add-in that can automatically populate SKUs from deal and email context, helping to turn a seller鈥檚 inbox into a quoting engine. A new deep research feature can synthesize 麻豆原创 Sales Cloud and 麻豆原创 Service Cloud data with external market intelligence to help supercharge account planning.

is rolling out an Agent Inbox that can consolidate cases, tasks, and service orders into a unified command center with live workload insights. A new Digital Service Agent handoff can intelligently summarize customer intent before ticket creation, helping to reduce friction and improve resolution speed.

is embedding AI directly into catalog management, extracting product details from uploaded documents to help auto-enrich descriptions and improve product discoverability at scale.

Trust as a foundation for innovation

These TrustRadius Top Rated awards confirm what 麻豆原创 has always believed: that great software earns trust through outcomes, not marketing. As we continue to evolve 麻豆原创 Sales Cloud, 麻豆原创 Service Cloud, and 麻豆原创 Commerce Cloud with agentic AI capabilities, the voice of our customers remains our most important compass.

Learn more about 麻豆原创 Customer Experience innovations . Explore the TrustRadius Top Rated methodology at .

The results, which are driven by authentic customer feedback, highlight the strength of 麻豆原创 CX, particularly in the enterprise segment.

鈥淓arning a Leader position in a G2 Report is highly competitive and rooted in verified customer reviews,鈥� said Godard Abel, co-founder and CEO, G2. 鈥淐ongratulations to 麻豆原创 Customer Experience for achieving this distinction. Buyers can be confident this ranking reflects the authentic experiences of real users.鈥�

Following are a few standout achievements:

• : Reigned supreme in the commerce space, achieving the coveted #1 Rank in the Enterprise Grid庐 Report for Order Management. It was also recognized as a Leader for E-Commerce Platforms and Omnichannel Commerce.
• : Showcased its versatility and power, earning a Leader position in multiple reports for CRM and Sales Analytics. It secured an impressive #2 Rank in the Enterprise Grid庐 Report for CRM.
• : Named a Leader in the highly competitive Enterprise Grid庐 Report for Help Desk, solidifying its position as a top-tier solution for customer service excellence.
• : Dominated the marketing and engagement space, earning a whopping 51 G2 Summer 2026 badges, including #1 in the Momentum Grid庐 for Location-Based Marketing and #1 in the Enterprise Grid庐 for Email Deliverability, up from #3. Also recognized as a Leader in Marketing Automation, Personalization Engines, Customer Journey Analytics, SMS Marketing, and Loyalty Management, with new country reports added across Spain, Italy, and France.

This verified success is powered by pioneering work in agentic AI with Joule, 麻豆原创鈥檚 generative AI copilot. They鈥檝e moved beyond simple automation to deploy autonomous AI agents that can reason, plan, and act across the entire customer journey.

Customers are enthusiastically adopting these intelligently automated capabilities. The is transforming keyword searches into conversational discovery and guided purchases, while the is autonomously resolving inquiries, improving satisfaction, and reducing contact center load.

The shift to AI-driven engagement is delivering real-world value and simplifying complex processes. Using , customers can embed AI-powered guidance directly into workflows, transforming employees into experts. By enabling teams to work smarter and faster across 麻豆原创 Commerce Cloud, 麻豆原创 Sales Cloud, 麻豆原创 Service Cloud, and 麻豆原创 Engagement Cloud, unlocking the full potential of your 麻豆原创 investment and delivering the exceptional outcomes that customers demand has never been easier. By automating routine and complex workflows with out-of-the-box AI agents, teams are freed to focus on strategic, high-value customer interactions, driving unprecedented efficiency and loyalty.

G2 SUMMER 2026 Grid庐 Reports: What 麻豆原创 CX customers are saying

麻豆原创鈥檚 commitment to delivering exceptional customer experiences is reflected in the high praise for 麻豆原创 Commerce Cloud, 麻豆原创 Sales Cloud, 麻豆原创 Service Cloud, and 麻豆原创 Engagement Cloud. This recognition is a true testament to the trust our customers place in 麻豆原创 CX when it comes to powering their most critical business functions.

Here鈥檚 what users said about 麻豆原创 Commerce Cloud:

鈥淚 like 麻豆原创 Commerce Cloud’s ability to handle extreme complexity while unifying diverse business models (B2B, B2C, B2B2C) on a single platform. Its unified approach allows us to manage operations on a single technology stack, eliminating data silos, reducing operation costs, and giving us total visibility into our entire supply chain.鈥�

– Suryakant G, Managing Director ()

鈥淭he onboarding resources and 麻豆原创 support ecosystem make implementation easier, while its AI-driven recommendations, search optimization, and customer behavior insights help deliver more personalized experiences and smarter business decisions.鈥�

– Vedant G., Manager ()

Here鈥檚 what users said about 麻豆原创 Sales Cloud:

鈥淲hat really clicks for me with 麻豆原创 Sales Cloud is how effortlessly it syncs sales and marketing data in one smart dashboard. It gives me crystal-clear insights into customer behavior and pipeline status, which is pure gold for crafting targeted, automated email campaigns that feel timely and personal.鈥�

– Grecia L., Marketing Automation Specialist ()

鈥淚t addresses inefficiency and lack of visibility in the sales cycle. The main benefit is a faster, more predictable revenue stream, supported by AI and real-time data integration.鈥�

– Kuldeep D., Senior Technical Specialist ()

Here鈥檚 what users said about 麻豆原创 Service Cloud:

鈥淚 appreciate its automated processes and great SLA tracking, which helps the team to keep track of time and not miss deadlines. I also like the AI replies that enable quick responses by searching through the knowledge base. The automatic ticket routing is a valuable feature as it aids in queue management, ensuring efficient handling of customer issues.鈥�

– Kelvin E., Support Engineer ()

鈥溌槎乖� Service Cloud addresses the challenge of fragmented customer service data by consolidating all interactions and cases into one platform. This gives me clearer visibility into customer history, helps resolve issues more quickly, and supports consistent omnichannel service.鈥�

– Rekha S, Content Creator ()

Here鈥檚 what users said about 麻豆原创 Engagement Cloud:

鈥淚 love how 麻豆原创 Engagement Cloud personalizes campaigns at scale and automates customer journeys using real-time data and AI insights.鈥� ()

Shaping the future of customer experience, together

The G2 leadership awards validate the 麻豆原创 CX strategy, while investment in agentic AI defines the future.

Users can share feedback on G2 for聽, for聽麻豆原创 Sales Cloud, and聽for 麻豆原创 Service Cloud.聽