“SAP was the last to accept the status quo of CRM and is now the first to change it.” Bill McDermott, CEO of SAP
At the last SAPPHIRE event in Orlando, the company announced releasing brand new CRM suite – SAP C/4HANA (SAP Customer Experience). According to the official statement, it is going to be a major shift from the traditional sales-only based CRM to the end-to-end approach combining marketing, commerce, data protection, sales and customer service.
The SAP Customer Experience Suite contains the following modules:
- SAP Commerce Cloud – the tool enabling to deliver customized e-commerce experience,
- SAP Marketing Cloud – Marketing Automation module, improving communication with a company in real-time, through functionalities like sentiment analysis and segmentation,
- SAP Sales Cloud – AI-powered solution leveling-up customer satisfaction and loyalty, automating sales processes,
- SAP Service Cloud – module providing the best quality of omnichannel customer service,
- SAP Customer Data Cloud – solution creating profiles of customers, adjusted to the GDPR regulations.
4th Generation Customer Experience Suite
C/4HANA moves customer relationship management by SAP to the 4th generation of customer experience. This approach assumes having all critical information on 360° views. As a result, a user gains a holistic understanding of a relationship with a particular customer.
4th Generation Customer Experience trend focuses on mobility, integration, intelligence, and analytics. But it is also a change in mindset – shift from transactional and enterprise-oriented model to building trust-based and customer-focused business.
SAP C/4HANA – turn data into knowledge
SAP C/4HANA uses the most efficient in-memory database SAP HANA. Its tremendous computing power is possible to achieve thanks to placing it in the RAM memory instead of hard drive which makes counting ultra-fast and efficient.
The other important perk of this new suite is integration with existing SAP systems (including SAP S/4HANA), SAP business applications portfolio and more. It is particularly important to notice that C/4HANA uses the capabilities of SAP Leonardo and SAP HANA Data Management Suite. It allows combining the systems with technologies like Machine Learning, Big Data or Internet of Things. Thanks to it, businesses gain value not only from personal but also machine data through AI algorithms.
Join the Customer Experience revolution
This state-of-art Customer Experience Suite allows turning raw data into the real business value. It means that the user can access the full profile of customer behaviors and interests and adjust their experience with a brand based on gained knowledge, in real-time.
SAP assures that its global strategy focuses on making enterprises intelligent. Now it is becoming possible to direct them into digitization with the use of sophisticated technologies like Machine Learning, Big Data and Internet of Things to create the best value for the business.
- On 07/06/2018