Summarizing Key Products of SAP CX

In this lesson, we will explore the world of SAP's innovative and comprehensive suite of solutions designed to help businesses deliver exceptional customer experiences.

We will explore SAP Commerce Cloud, SAP Sales Cloud, SAP Service Cloud, SAP Emarsys Customer Engagement, and SAP Customer Data Solutions (SAP Customer Data Cloud and SAP Customer Data Platform).

By the end of this lesson, you will be equipped with information to identify the correct SAP CX solutions that drive customer satisfaction and loyalty. Get ready to explore the diverse and powerful SAP CX solutions that can revolutionize the way you engage with your customers!

SAP Commerce Cloud is a comprehensive, modular e-commerce platform that enables your organization to build, manage, and optimize your online business.

It provides a range of tools and functions for streaming business operations and creating compelling customer experiences that will drive sales.

The core purpose of SAP Commerce Cloud is allowing your business to succeed in the digital marketplace with a robust e-commerce solution that can grow your business.

SAP Commerce Cloud comes with the following components:

SAP Commerce Cloud offers a comprehensive solution for businesses to create and manage their e-commerce presence. It supports end-to-end e-commerce processes, from product management and personalized customer experiences to order fulfillment and integration with external systems.

SAP Commerce Cloud is an e-commerce platform that supports B2C (Business-to-Consumer) and B2B (Business-to-Business) scenarios.

In the B2C context, SAP Commerce Cloud enables businesses to create engaging online storefronts and deliver shopping experiences directly to consumers.

In the B2B scenario, SAP Commerce Cloud allows businesses to manage complex selling processes between organizations. It offers capabilities such as account hierarchies, contract pricing, bulk ordering, and self-service portals.

SAP offers two primary customer data solutions: Customer Data Cloud (CDC) and Customer Data Platform (CDP).

SAP Customer Data Cloud is designed to manage customer identities, consent, and preferences. These features allow businesses to build trusted and personalized customer experiences and retain customer trust by ensuring that their data and privacy are respected.

SAP Customer Data Platform focuses on managing and unifying customer data from various sources to provide a complete view of the customer.

SAP Customer Data Cloud builds relationships and trust through the following:

Personalized Omni-Channel Experience, Transparency and Control and Consumer Privacy.

SAP Customer Data Cloud can connect information from across your enterprise to inform business decisions, build trust, and strengthen loyalty while respecting your customers' data privacy and reducing your compliance risks.

SAP Customer Data Cloud consists of three out-of-the-box solutions that an SAP client can customize to meet their business requirements. Each solution has distinct capabilities that help clients turn anonymous visitors into loyal customers in a seamless and personalized digital experience.

Customer Identity Access Management (CIAM) for Business-to-Consumer (B2C): CIAM for Business-to-Consumer (B2C) captures user information seamlessly and securely to turn visitors into loyal customers by using its capabilities around Customer Identity, Authentication Options, and Risk-Based Authentication.

CIAM for B2B: Builds upon the structures created in CIAM for B2C. It's highly adaptable and configurable to support your B2B workflows and experiences. It simplifies customers' and partners' end-to-end lifecycle management and accelerates the time-to-market by using the capabilities around Partner Onboarding, Lifecycle Management, Policy Based Access Control, Self-Service Delegation.

Enterprise Consent and Preference Management: Holds customer consent and can grant or withdraw each customer consent. This allows the customer to choose how their profile information is used according to the terms of service and data privacy laws.

SAP Customer Data Platform is packaged software that creates a persistent, unified customer database, which is accessible to other systems.​

Today, B2C and B2B operating companies are focusing increasingly on excellent customer experience. Through experience management and omnichannel personalization, any business can harvest data from their customers and transform their user experience to make it relevant. Also, marketing performance can be maximized through the setup of time-based activations relying on all customer interactions.​

​

SAP Customer Data Platform supports these scenarios with Customer Interactions, Customer 360, and Customer Activation.

Introducing SAP Emarsys Customer Engagement

Our customer engagement platform can help you deliver personalized, real-time engagements at scale that increase retention and loyalty.

SAP Emarsys Customer Engagement solution offers a wide range of features to improve omnichannel customer engagement and optimize campaigns. The following capabilities are part of our solution:​

Omnichannel Experience for campaign collaboration with a shared customer view throughout sales and marketing orgnaizations​

Commerce interactions for contextual engagements across many channels such as E-mail, Web, and more.​

Advanced Segmentation for better targeting, using different data sources when creating segments.

Personalized Content and Product Recommendations for offering real one-to-one customized experiences and creating a more personal touch with your customers to result in more sales across all channels and more effective conversion.​

Automation Programs for managing and running ready-to-use personalized campaigns more effectively, using integrated channels and enriching the customer journey.​​

Smart Analytics that determine and monitor the effectiveness of marketing campaigns, achieve revenue targets and measure business results and customer value at every stage of the customer lifecycle.

Getting Familiar with SAP Sales Cloud - Version 2

SAP Sales Cloud Version 2 is a combination of a Salesforce Automation application combined with an enhanced retail execution application in one single stack.  SAP Sales Cloud Version 2 covers several new features and capabilities.​

Productivity the solution offers various capabilities like server-side integrations with Outlook, Gmail, Workflows, and more.​

Intelligent Insights are available as part of ML-based Deal Intelligence, Customer Insights among others.​

Improved User Experience based on the Cloud native technologies.​

And more amazing features and functionalities like:

• Forecasting and Pipeline Management
• Guided Selling
• Collaboration Tools
• Integration and Extensibility
• New Digital Sales Platform

All these are also available on the Native Mobile app for iOS and Android Smartphones.

The Purpose of SAP Service Cloud

SAP Service Cloud Version 2 is an intelligent customer service solution that helps you improve customer service, increase efficiency and deliver on your brand promise. It enables you to build a connected, insightful, and adaptive customer service that increases customer loyalty and boosts your business growth.​

​

SAP Service Cloud Version 2 helps in:​

Delivering outcomes that customers expect by connecting customer service to the value chain and process flow, which enables you to know your customers better and resolve customer issues faster. ​

Managing all customer contact channels in one place, ensuring a smooth omnichannel experience, and a fast resolution to customer requests​

Providing a customer driven 24x7 self-service experience with a connected customer portal, helping you meet customer expectations and drive your service costs down.​

Enabling you to empower the entire enterprise to deliver the outcomes your customers expect with its Collaboration functionality. It helps you quickly solve simple and complex customer inquiries and drive customer satisfaction.

Find answers to your questions about SAP CRM and customer experience software. Gain insights from member and SAP blogs and connect with the community.

CRM and Customer Experience Community