Introduction

Digitization has significantly altered the basis for businesses’ relationships with their customers. Customers are getting more demanding, particularly in terms of how they may connect with an organization. To accommodate the rising demand, marketing, sales, commerce, and service must be coupled with the factor of trust. Abiding the above factor of trust Companies can achieve an ideal client approach, involvement, and loyalty in all sales channels.

Let’s step ahead and simplify your business with the SAP Customer Experience solution modules, Kaar Tech’s professionals will assist you in bringing your service and sales activities into the digital age. We bring in-depth expertise in the smooth integration of cloud and on-premise solutions from a variety of projects. Through process automation and careful design, you not only maximize your revenue potential but also cut costs.

Time to dive in and get started with the history of Customer Experience (CX),

History of SAP Customer Experience (CX)

In 2013, when SAP acquired hybris and renamed it SAP Hybris, a top provider of e-commerce software, it started creating the groundwork for the SAP Customer Experience. The on-premise SAP Customer Relationship Management (CRM) solution coexisted with Hybris until SAP S/4HANA was released in 2015.

Post which SAP started migrating current business lines to this new platform. While SAP’s primary transitional focus was on financials and logistics capabilities when it launched SAP S/4HANA, SAP also concentrated on creating new products for other business areas, including the replacement for SAP CRM.

During this time of development, SAP bought additional third-party CRM software to supplement its SAP CRM and SAP Hybris functionality. Coresystems, CallidusCloud, and Gigya products were among those acquired, giving SAP’s portfolio more sophisticated field service, sales productivity, and data security features.

Following the completion of all these acquisitions, SAP decided to launch the SAP C/4HANA solution at the 2018 SAPPHIRE NOW technology conference in Orlando, Florida. During the event, SAP C/4HANA was revealed as running on the SAP S/4HANA platform and consisting of five essential, cloud-based “Key Elements” that would span the complete CRM environment: commerce, marketing, revenue, sales, and service.

Late in 2018, SAP bought Qualtrics, an experience management company that specializes in giving organizations useful knowledge drawn from customer sentiment. During SAPPHIRE NOW 2019, SAP prominently highlighted this new capability as part of a new project SAP Customer Experience.

Customers using SAP C/4HANA might obtain feedback from all stakeholders and improve their decisions by using the Qualtrics suite. The Key elements that SAP has slightly updated in its Key Elements strategy include the SAP Customer Data Cloud, SAP Marketing Cloud, SAP Commerce Cloud, SAP Sales Cloud, and SAP Service Cloud.

Finally, by June 2020, SAP altered the name of SAP C/4HANA to SAP Customer Experience.

Five Key Elements of the CX Solution

• SAP Customer Data Cloud

SAP Customer Data Cloud focuses on ethically gathering, storing, and saving customer information. It enables businesses to securely collect information entered into forms and allows customers to control their data in a way that complies with GDPR rules.

• SAP Marketing Cloud 

SAP Marketing Cloud focuses on customer acquisition and retention operations. This system examines data from all marketing initiatives and assesses their impact. Businesses can use this data to make informed decisions about how to communicate with customer Cloud.

• SAP Cloud Commerce 

SAP Commerce Cloud is primarily concerned with product content management, experience management, personalization, and order management. This solution offers users out-of-the-box capability for establishing and maintaining an e-commerce presence.

• SAP Sales Cloud

The sales crew of a company can benefit from SAP Sales Cloud. The technology gives staff members a 360-degree picture of consumers, ensuring that nobody gets lost throughout the sales process, and employs artificial intelligence to handle forecasting and other data collection and reporting.

• SAP Service Cloud

SAP Support Cloud focuses on responding to a wide range of customer service demands. This solution assists teams in giving clients seeking assistance a seamless and consistent experience, whether it is through a late-night Facebook message or a face-to-face conversation during contact center hours.

Deployment Options

• Cloud

The five components of the SAP Customer Experience suite are cloud-based, as their names suggest, making deployment easier than it would be for an on-premise iteration. The more essential factor here is selecting the architecture that best meets the demands of the organization; not all five clouds must be adopted, and an organization can pick and choose which ones make the most sense for its business.

SAP has produced a collection of best practices for cloud deployments to assist customers in making the most of their implementation. Best practices for SAP Cloud for Customer integration, SAP S/4HANA integration with SAP Commerce Cloud, and SAP Marketing Cloud installation are among the options.

• Solutions for Rapid Deployment

Furthermore, SAP provides a number of fixed-scope, fixed-deliverable, and fixed-fee services to customers seeking help with the initial implementation steps. These do not always cover the entire breadth of implementing an SAP Customer Experience solution.

• On-Premise

SAP Commerce Cloud capability is also available on-premise, though SAP has not stated how long it will be available. Similarly, the marketing feature was originally offered on-premise but has since been removed by SAP.

Conclusion

The SAP Customer Experience Suite provides integrated cloud solutions for marketing, sales, online commerce, service, and customer data management, as well as SAP C/4HANA and other components. Companies may improve customer satisfaction and loyalty by utilizing SAP Customer Experience (CX). To put it another way, they improve their Customer Relationship Management (CRM).

Many CRM systems are primarily concerned with sales. SAP Sales Cloud puts the customer first. By intelligently connecting the various components of SAP Sales Cloud, all departments of the firm obtain an identical perspective of the end client. This single customer picture, in turn, creates the prerequisite for entirely aligning the business with the customer.

Now, the moment to act is here. Don’t let this opportunity slip through your fingers. Let our dedicated experts at KaarTech guide you on this transformative journey.

Reach out to us today and witness the power of SAP Customer Experience unfold, supercharging your customer relationships and leading your business to unparalleled success. Your path to customer-centric excellence begins with us.

 

FAQ’s

What is the SAP Customer Experience (CX) solution?

SAP Customer Experience is a suite of cloud-based products that encompasses marketing, sales, commerce, service, and customer data management. It helps businesses create a unified and personalized customer experience across all touchpoints.

What are the five key elements of SAP CX?

The five key elements of SAP CX are SAP Customer Data Cloud, SAP Marketing Cloud, SAP Commerce Cloud, SAP Sales Cloud, and SAP Service Cloud. Each of these elements focuses on different areas of the customer journey.

How does SAP CX enable businesses to gather customer information?

SAP Customer Data Cloud allows businesses to securely and ethically gather, store, and manage customer data entered into forms while complying with GDPR regulations.

What are the deployment options for SAP CX?

SAP CX can be deployed on-premise or as a cloud-based solution. Businesses can choose which components of the suite to adopt based on their specific requirements. SAP provides best practices for cloud deployments and solutions for rapid deployment.