How SAP Customer Experience and SAP C/4HANA Will Revolutionize the Future of CRM

SAP Hybris, renamed as SAP Customer Experience in June 2018, has provided consumers and businesses with reliable solutions since 1997. It has evolved as a futuristic CRM (customer relationship management) platform and laid more emphasis on modern strategies.

The SAP Customer Experience Suite covers every step of the sales process, from getting the lead to closing the deal successfully. SAP streamlines this process by integrating various solutions for sales, marketing, and customer relationship management.

In this article, we’ll dive deeper into how you can improve your customer experience management with SAP C/4HANA. We’ll cover –

SAP C/4HANA: A suite of five industry-leading cloud solution portfolios
SAP Customer Data Cloud
SAP Marketing Cloud
SAP Commerce Cloud
SAP Sales Cloud
SAP Service Cloud

How is SAP Customer Experience different than traditional CRM?
Can small companies use SAP Customer Experience?

Let’s get started.

SAP C/4HANA: A suite of five industry-leading cloud solution portfolios
Having standalone marketing, sales, and e-commerce solutions used to work well in the past. But times have changed, and nowadays a simple customer inquiry often involves multiple departments. SAP decided to offer C/4HANA as a suite of five independent solutions and interconnected them for better efficiency.

Let’s explore the five cloud solution portfolios one by one.

SAP Customer Data Cloud
This solution helps you to turn anonymous visitors into lifelong customers. Using this portfolio, you can –

Create seamless onboarding and customer experience.
Provide the trust and data privacy customers deserve.
Eliminate data silos to facilitate better contextual marketing.
Offer customers complete transparency and control while taking care of GDPR compliance.

SAP Marketing Cloud
Marketing is an important area of your business and the way it’s done is evolving every day. SAP keeps you ahead of your competitors’ strategies by –

Personalizing customer experience across your business.
Building customer trust to develop ongoing relationships.
Optimizing marketing to drive revenue.
Driving demand and growth for B2B marketers.

SAP Commerce Cloud
Modern buyers want a superior and personalized omnichannel commerce experience when it comes to buying online. The SAP Hybris Commerce solution provides the same in the following ways:

You can benefit from using a single commerce solution.
It supports all go-to-market models.
Leverage industry-specific capabilities.
Realize a faster ROI with prebuilt integrations.
Exceed customer expectations with built-in flexibility.

SAP Sales Cloud
At present, customers are more concerned with the experience your brand offers. There are countless brands offering the same product with a minor difference in the price. Why should they shop with you and not with others?

SAP Sales Cloud allows you to –

Avoid wasting time in guesswork and accelerate sales.
Guide sales reps through contracts and quotes fast.
Model and manage sales incentives and territories.
Design modern sales experiences and strategies.

SAP Service Cloud
You can achieve success only when you place service at the heart of your customer experience. Your customers will love your brand when you offer them an unmatched experience.

Use SAP Service Cloud to –

Create an omnichannel service experience.
Develop and nurture an elite team of skilled experts.
Craft and deliver the next generation of self-service.
Capture and understand customer feedback in detail.

These were useful components of SAP Customer Experience. But you may think that other CRM solutions also offer similar modules. Then how does SAP differentiate itself from others?
How is SAP Customer Experience different than traditional CRM?

A CRM solution mostly contains modules for sales, customer service, and marketing. But these modules are rarely integrated. SAP has changed that.

In SAP C/4HANA Customer Experience, all departments are notified immediately because the modules are integrated. The SAP team has also tapped into digital sales as a new customer channel. In practice, this means that salespeople can check the availability of a product. If it’s available, they can tailor an offer to the customer instantly. SAP Customer Experience gets this product data from the ERP or SAP S/4HANA system. In addition, the sales staff can get a 360-degree view of the customer.

In another case, the latest trends aren’t just reflected in business forecasts in SAP Digital Boardroom. These forecasts are relayed from there to sales staff. Artificial Intelligence (AI) is then used to forecast your business for the entire year. Without an integrated environment, these things cannot be made possible.
Implement SAP Customer Experience Today for a Profitable Tomorrow

This article gave you a brief overview of how SAP can revolutionize your CRM systems. Investing in CRM solutions is not an option anymore; it’s a compulsion if you want to take your business to the next level. Accely, an SAP Gold Partner, can help you implement SAP Hybris Cloud for Customer (C4C) and other solutions smoothly and guarantee a higher ROI. Get in touch with the experts to get started.