SAP Customer Experience Suite – 7 frequently asked questions
In May 2018, SAP, the world leader in enterprise software, presented the ground-breaking SAP C/4HANA package at the SAPPHIRE NOW conference in Orlando, taking another step towards revolutionizing the customer relationship management market. The SAP Customer Experience Suite integrates successful tools to support building multi-channel customer experiences and offers users a unified fourth-generation CRM center. SAP C/4HANA combines the once known as SAP Hybris brand with external solutions from Gigya, Coresystems, and Callidus Cloud, bringing marketing, sales, customer service, e-commerce, and personal data protection into the digital age.
What is SAP Customer Experience Suite?
SAP Customer Experience Suite is the new generation of the CRM system in the SAP portfolio, covering all aspects of building customer experience at every stage of contact with the brand, from optimizing marketing campaigns in the omnichannel model to improving sales and customer service to managing personal data. The effective combination of solutions to gain comprehensive knowledge of how your customers interact with your company in both online and offline channels will help you develop personalized communication, use your marketing budget more effectively, and significantly reduce IT costs.
What does the name of the SAP product suite tell us? “C” stands for a customer, “4” indicates a fourth-generation CRM solution, and “HANA” is the powerful in-memory-based database on which SAP C/4HANA is based.
What components does a unified CRM center consist of?
SAP C/4HANA offers a set of the best cloud solutions on the market, whose organization facilitates integration of customer-oriented business processes. SAP Customer Experience Suite consists of six basic pillars:
- SAP Marketing Cloud to optimize your marketing strategy,
- SAP Emarsys Customer Engagement to personalize the customer experience across all touchpoints,
- SAP Commerce Cloud to create consolidated shopping experiences in multiple channels,
- SAP Sales Cloud to automate the sales process, together with SAP CPQ (Configure, Price and Quote) to configure complex products and services for a bidding process
- SAP Service Cloud for the highest quality customer service, together with SAP Field Service Management (FSM) for handling service requests,
- SAP Customer Data Cloud for secure management of personal data and customer marketing permissions.
Is it possible to implement selected solutions that are part of SAP C/4HANA?
Cloud solutions from SAP Customer Experience Suite can be implemented individually or in any combination, depending on your organization’s needs. C/4HANA system is open, which means that SAP Sales Cloud owners can choose to implement SAP Marketing Cloud and vice versa. Selecting the right set of tools will allow you to achieve a consistent system supporting customer experience management.
What are the key capabilities of the SAP Customer Experience Suite?
In a dynamically changing business reality, building long-term relationships based on trust should be a priority for entrepreneurs. Along with the growing competition, consumer expectations towards brands are also rising. Customers expect the highest quality at all stages of their journey, from getting acquainted with the company’s offer, through sales in both traditional and Internet channels, to after-sales service.
Companies consequently implementing the customer experience strategy achieve higher consumer satisfaction rates, reduce customer rotation, and increase revenues. Users using SAP C/4HANA products can automate time-consuming tasks, optimize all front-office operations, and focus on designing the customer’s purchasing path based on comprehensive data analysis.
SAP Customer Experience Suite is a reliable and secure cloud platform that provides marketing, sales, and customer service representatives with a complete overview of their customers using machine learning algorithms. In SAP C/4HANA, essential processes for building and maintaining business relationships are consolidated in a unified user environment.
To whom are the SAP C/4HANA products addressed?
SAP Customer Experience Suite was created to revolutionize the relationship management we have known so far. Today, customer acquisition doesn’t end with closing a sale. SAP C/4HANA is a central platform for users from various industries who want to engage their customers and provide them with a unique experience at all contact points with the brand. SAP Customer Experience Suite offers a deeper understanding of consumers, helps to anticipate and proactively meets their needs, and guarantees the highest standard of personal data security.
With SAP C/4HANA products, an e-commerce manager can provide unique digital experiences and seamless interactions with the website. A customer service manager can achieve better results by resolving service requests immediately and planning service technicians’ work more efficiently. The advanced marketing automation system supports marketing specialists in targeting commercials and segmenting audience groups, and most importantly, it allows to collection and processing data on customer interaction and engagement levels in real-time.
What distinguishes SAP solutions from other CRM providers?
The arrival of the SAP Customer Experience Suite has changed the perception of thinking about customers and revolutionized the way their experiences are managed. SAP has ensured that its global strategy focuses on transforming companies into intelligent enterprises that make full use of the potential of machine learning, Big Data, and the Internet of Things to interact with customers communicating with the organization through social media, emails, and offline channels. With SAP Customer Experience Suite, you will turn customer interest into a long-term relationship of trust.
How can SAP Customer Experience Suite improve your business?
Lack of a comprehensive customer view, insufficient understanding of customer interaction in online channels, and inaccessible information that could be used for consumer engagement are the most common challenges faced by sales, marketing, and e-commerce professionals. Today, it’s possible to provide customers with exactly what they are looking for and need at the moment. But taking the right action requires the right tools. The SAP Customer Experience Suite transforms digital data into complete knowledge, enabling you to prepare an offer adjusted to meet customer expectations. SAP C/4HANA harmonizes all the solutions needed to optimize the customer journey.
- On 18/09/2020