SAP Customer Experience
Unified customer experience management solutions to boost loyalty and drive revenue
Why SAP Customer Experience
Building Long-Term Customer Connections with SAP Customer Experience
What is SAP Customer Experience?
SAP Customer Experience (SAP CX) is SAP’s flagship customer relationship management solution and successor to the SAP CRM and C/4HANA suites. SAP Customer Experience is a powerful CX suite that combines sales, marketing, commerce, service, and customer data to help businesses create and deliver highly personalized, relevant, and contextual customer experiences.
Why is SAP Customer Experience essential for your business?
- Wide range of automated services and solutions to create continuous and unified customer experience across all platforms
- Powerful automation capabilities to support targeted marketing, real-time messages, and personalized marketing campaigns
- Critical commerce abilities to deliver a convenient and appealing digital shopping experience for customers
- Comprehensive solutions for sales and service teams to improve their sales performance, productivity, and effectiveness
- Integrated view of customer connections and data to improve decision-making and offer the right support to the customer at the right time
- Facilitates safe and reliable data storage by ensuring compliance with data privacy laws
- In-depth understanding of customer behavior, preferences, and trends to optimize customer engagement strategies and identify potential growth opportunities
How They Differ
Traditional CRM vs. SAP Customer Experience Suite
Traditional CRM
- Transactional customer relationship managed by the enterprise
- Waterfall-based customer engagement model
- Business model is focused on product sales
- Manages sales opportunity records
- Customer data is owned by the enterprise
- Traditional system architecture (Three-tier, RDBS, homogeneity)
Next-Gen SAP Customer Experience
- Trust-based customer relationship shared with each customer
- Flexible, iterative customer engagement journeys
- Focuses on delivering services for life-time customers
- Centrally manages the entire customer profile, including every step of interaction
- Data management and usage permissions are granted by the customer
- Modern system architecture built on Microservices, Big Data, AI, and heterogeneity
Every customer journey is unique and every point of engagement matters. Discover your organization’s customer experience transformation with a certified SAP partner.
SAP Customer Experience Clouds
Five Cloud Solutions Powering the SAP Customer Experience Portfolio
SAP Customer Experience is a modern CX suite that combines five leading cloud solutions from SAP. In other words, there are five “pillar” cloud solutions that make up the SAP Customer Experience portfolio.
1. SAP Marketing Cloud
- Essential tools to gain a deeper understanding of customer interests, sentiments, and behavior
- Easy-to-understand visual interface, unified customer view, and segmentation of customers to support targeted campaigns and promotions
- Get a single view of your company’s marketing plans, analytics, KPIs, budgeting, and tracking
- Integration with Qualtrics, the world’s leading customer experience and feedback management platform
2. SAP Sales Cloud
- Features to organize successful sales activities based on your overall control of the customer’s buying journey
- Monitoring customer behavior via the Sales Cloud allows you to derive actionable insights based on informed decisions
- Seamless integration with your current business systems and other SAP products
- Real-time engagement with customers and ideal opportunities for converting leads and driving sales
3. SAP Service Cloud
- Omnichannel customer service enables unified processing of users’ queries before and after purchase
- Conversational AI chatbots that work 24/7 provide users with consistent and attentive help, so your staff can focus on work that matters the most
- Chatbots leverage advanced language processing to imitate natural conversation and deliver a high-quality experience
- Integration with Commerce Cloud and other platforms to provide a full overview of the customer journey
4. SAP Commerce Cloud
- Previously known as SAP Hybris Commerce, Commerce Cloud provides omnichannel sales and marketing experiences to reach your customers across multiple touchpoints
- Out-of-the-box industry-specific accelerators to adapt the Commerce Cloud system to your unique requirements
- Centralized content repository to create and manage large amounts of product information
- End-to-end inventory visibility by centralizing order and inventory management in real time across the organization
5. SAP Customer Data Cloud
- Advanced customer data management solution designed to help your business address data protection regulations
- Improved data transparency and control to retain and solidify customer trust during and long after your digital interaction with them
- Ability to deliver unobtrusive personalized offerings in line with the user needs
- Secure social login in compliance with the GDPR, new capabilities for brand and consumer communication, and enhanced identity management
Recent Innovations
Latest Innovations from SAP Customer Experience
Composable Commerce
- Progressive Web app (PWA) storefronts to deliver the best possible experience across any device or location
- Omni-commerce connect enabled through APIs
- Scalable shopping cart and checkout experience with payment services and tax management
- Microservices-based architecture and cloud-native extensibility to accelerate your time to market
No-Code Approach to Building Apps
- Low-code and no-code application development to extend and adapt your customer service processes
- API-first, microservices-based technology to drive business flexibility and scalability
- Innovative tool sets to quickly deliver new composable apps that can differentiate your customer experiences
Intelligent Sales Guided by AI & ML
- Guided selling or prescriptive step-by-step guidance on the next sales actions your selling agents should take to close more deals, faster
- Intelligent what-if analysis to make forecasts and identify demand volatilities in real time
- Comprehensive pipeline view of your company’s health with intuitive visualizations and deep analytics
- Visualization of pipeline changes between phases to proactively identify issues
By engaging the right SAP partner, you can maximize the value of SAP Customer Experience solutions and re-energize your customer experience strategy.
Deployment
SAP Customer Experience Deployment Options
Cloud Deployment
All the five components of SAP Customer Experience suite are cloud-based, which makes cloud deployment easier than an on-premise iteration. It’s important to choose the right architecture that fits your organization’s needs. If you don’t need all the five pillars to be implemented, you can choose those which make the most sense for your business.
Rapid Deployment Solutions
SAP offers a collection of fixed-scope, fixed-deliverable, and fixed-fee services for customers looking for guidance on the initial implementation steps. Though these do not necessarily cover the full scope of setting up an SAP Customer Experience system, companies like Fingent can help you cover that.
On-Premise Deployment
Component solutions of SAP Customer Experience, such as Commerce Cloud are currently available in on-premise form, although it is unknown for how long the on-premise version will be supported by SAP. Similarly, the marketing functionality was also once available on-premise but was discontinued by SAP in recent years. The best choice is to go for cloud-based deployment with a reputable SAP cloud implementation partner like Fingent.
Budgeting for SAP CX
Benefits and Costs of Leveraging SAP Customer Experience
Benefits Gained
- Ability to capitalize on sales opportunities
- Better customer retention and loyalty with enhanced levels of service delivery
- Empowerment of customer service agents and improved first call resolution (FCR) rates
- Infrastructure rationalization savings by shifting from traditional on-premises solutions to cloud-offerings
- Integration with other SAP solutions for faster time-to-value and greater automation
- Flexibility to build out advanced features on top of existing investment
Costs Involved
- Cost of licensing and cloud subscription fees
- Professional services hired to assist in planning and implementation
- Payments for third-party systems/ licenses
- Cost of integrating the new cloud solution into an existing on-premise environment
- Complexity of existing data repositories and technology platforms
- Implementation, integration, and on-going management costs
Leveraging the broad portfolio of services offered by SAP Customer Experience Services requires proper guidance by experienced professionals, from start to finish.
Insights
More Insights on SAP Customer Experience
Ensuring SAP Security and Compliance: Six Best Practices To Follow!
Companies worldwide are producing data in large amounts. And with large data comes the risk of higher manipulation. Are companies working on securing their data? Is your company prepared to combat a cyber attack? Cybersecurity is a real challenge! But with technology advancing each day, we now have better means to ensure data security.
