Emphasizing Business Value Drivers and Benefits of SAP Customer Experience

Customer data lies at the heart of creating an engaging and seamless customer experience, but this customer data is often spread over multiple disjointed front-end systems. SAP Business Data Cloud enables organizations to harmonize customer data across touchpoints, creating a unified, trusted foundation for real-time decision-making. By integrating customer data from SAP and non-SAP systems, businesses can achieve consistent, comprehensive views of their customers and utilize pre-built data products which ensure seamless delivery of insights while maintaining the context and semantics of customer data for accurate analysis.

Leveraging this unified data foundation, SAP Business AI can provide predictive analytics to forecast customer behavior, identify churn risks, and uncover new opportunities for engagement. This allows organizations to simulate customer outcomes with real-time insights, driving proactive strategies to meet shifting market demands. Meanwhile, built-in governance tools ensure customer data compliance, safeguarding sensitive information while maintaining trust and operational efficiency.

SAP Emarsys brings together both customer and operational data from across the business to feed the omni-channel experience. Marketing teams can consolidate and enrich customer data to deliver personalized experiences that drive higher engagement and customer loyalty by personalizing every customer interaction. This leads to accelerated deal progression, improved conversions, and reduced acquisition costs, all while ensuring contextual, connected interactions across channels with a shared view of account, contact, and engagement data.

With a unified data landscape, SAP Business AI enhances ROI by using AI agents to improve processes, tools, and product features. This enables organizations to forecast campaign performance, assess customer outcomes, suggest products, and refine engagement strategies across channels.

SAP Commerce Cloud drives profitable growth with connected, insightful, and adaptable commerce. It links the customer front-end experience with supply chain and demand signals to establish optimized processes for order fulfillment, returns, pricing configuration, and more, increasing the efficiency of commerce operations. Additionally, SAP Business AI helps businesses create and manage complex catalogs while supporting global expansion with multilingual and multicurrency capabilities.

Organizations can tailor their operations based on customer segments to drive profitability and customer lifetime value while creating personalized, tailored commerce experiences across high-touch and digital channels based on intelligence and data. Unified operational, interaction, and transactional data allows organizations to gain an omnichannel view of their business to better understand demand patterns, optimize revenue strategies, and identify growth opportunities.

SAP Sales Cloud is designed to provide tailored end-to-end processes for sales teams. It helps organizations engage directly with customers, streamline sales operations, and improve sales performance, leveraging SAP Business AI and intelligent insights across the lead to cash journey. Organizations can harness AI driven sales capabilities like generative highlights, and email outreach to empower sales teams to do more, faster, and with greater precision. This improves the quality of sales interactions by guiding sales actions and arming sellers with the right signals, recommendations, and analytics.

Connect data, processes, and people to improve B2B sales momentum and maximize revenue. Utilizing intelligent pipeline and forecast management sales organizations can proactively engage at-risk deals and increase sales forecast accuracy. Sales processes can be tailored to business needs utilizing composable architecture to rapidly extend and scale sales operations. Mobile sales capabilities empower sales reps to take action anytime, from anywhere with recommendations, insights, and next-best actions.

SAP Service Cloud is a comprehensive customer service solution designed to enhance customer satisfaction and streamline service operations. Organizations can speed up issue resolution by giving agents access to the backend data and processes across all SAP Customer Experience solutions. Service efficiency is further enhanced with SAP Business AI harnessing the most relevant data in an organization to better understand customers as well as automating and accelerating service processes.

With a user-friendly solution that provides insights, recommendations, and self-service tools, businesses can deliver timely, personalized customer service across channels while simplifying agents’ work.

SAP Business Suite with the SAP Customer Experience (SAP CX) portfolio offers significant value to CROs, supporting the delivery of profitable growth across the enterprise. By leveraging SAP Business Data Cloud, organizations can harmonize and integrate customer data across various touchpoints and systems, providing a unified, real-time view of customers for accurate decision-making.

As part of an integrated suite, SAP’s CX solutions can dramatically reduce cycle time for forecasting and reporting and enhance customer experiences by lowering bounce rates and improving conversion rates. This strengthens customer retention rates and increases revenue from cross-selling and upselling opportunities.

Additionally, SAP Business Suite minimizes the number of days of sales outstanding, and fosters employee satisfaction and engagement.

A customer benchmark survey of SAP customers found that leaders in revenue performance have achieved up to $25 million in additional revenue per $1 billion of revenue, contrasting with more modest gains for laggards. Growth leaders maximize these benefits and realize their full potential through adopting SAP solutions that effectively integrates applications, data, and AI.

• By harnessing the strength of SAP Business Data Cloud and the SAP Customer Experience portfolio, SAP Business Suite provides a range of benefits across customer touchpoints and connects an optimized customer experience with an organization’s operational processes and data.
• SAP Business Data Cloud integrates customer data from various sources, providing a single, consistent view for improved decision-making and personalized experiences. AI-driven analytics predict customer behavior and identify new opportunities.
• SAP Emarsys uses customer and operational data to create targeted marketing campaigns across multiple channels. AI optimizes campaign performance and recommends products.
• SAP Commerce Cloud connects customer experiences with supply chain and demand signals, optimizing order fulfillment, pricing, and returns. AI facilitates catalog management and personalized commerce experiences.
• SAP Sales Cloud streamlines sales operations and empowers sales teams with AI-driven insights, recommendations, and automation. Improves sales performance and maximizes revenue.
• SAP Service Cloud enhances customer satisfaction by providing agents with access to comprehensive customer data. AI automates service processes and empowers agents with insights to resolve issues faster.