Advanced Loyalty Programs Require Connections Across the Business
They need to:
- Ingest data from a variety of customer touchpoints - like marketing, service, and purchase engagements - in order to determine a customer’s loyalty and status.
- House a wide variety of promotions and offers.
- Use complex decisioning to decide what offer should be given to the customer at what time and in what channel.
- Integrate those offers into channels where the customer is interacting.
- Feed loyalty data back into financial systems to understand the ROI of the programs.
Powerful Insights Meet Meaningful Experiences, Earning Lasting Customer Loyalty.
This new solution helps brands build loyalty as a business and empowers companies to achieve their complex use cases and goals.
SAP’s differentiators with this solution include:
- A "CRM" type of approach. Customer data and the "loyalty profile" are the center of our solution. By building these profiles that ingest data from across the business, we can truly understand a customer’s preferences, intentions and what loyalty offers will resonate most.
- A "one stop shop" for loyalty management. Enterprises will often manage various loyalty programs – associated with different owned brands, geographies, or customer segments. The SAP solution will allow loyalty managers to view, orchestrate, and see analytics for all of their programs in one place. Additionally, because the new solution integrates directly with SAP ERP, loyalty managers can see the quantifiable results and ROI of their loyalty initiatives and report those directly back to finance – dissuading the notion that loyalty programs are only cost centers.
- The ability to manage loyalty coalitions and alliances in one place. As customer expectations have moved more toward "experiential" offers (rather than just points and coupons), they have seen the need to develop loyalty programs in partnership with other brands. The orchestration and assets associated with these cross-brand campaigns can now be handled in one platform.
- And finally, because the new loyalty solution is part of our suite-first approach, our customers can leverage native integrations with their finance, marketing, sales, commerce and service channels, ensuring that loyalty programs are built on consistent, robust data sets and that promotions can be delivered in the channels most meaningful to the customer – without the need for expensive implementation and integrations services. And because of native integrations with SAP ERP, loyalty programs are now a measurable part of a brand’s growth engine.
Earn the Loyalty of Customers, Delivering Experiential Journeys That are Relevant and Rewarding.
With SAP Customer Loyalty Management, you can earn the loyalty of your customers by delivering experiential journeys that are relevant and rewarding.
And here are the reasons to believe:
- First get to know your customers deeply. SAP Customer Loyalty Management delivers comprehensive customer wallets that house information collected through loyalty programs, commerce sites, marketing segmentation, and more. With this data in hand, in conjunction with the full power of the SAP Business Suite, brands can design personalized offers that are meaningful and experiential.
- Spark connections to foster lifelong customer relationships. To emphasize – "Loyalty isn’t just points, it’s a sense of belonging". With capabilities to build meaningful global brand programs and extend brand presence through partner alliances, SAP Customer Loyalty Management provides the ability to create and deliver relevant experiences that culminate in customer advocacy.
- And finally, quantify tangible value and prove loyalty fuels business success. Financial accountability ensures loyalty isn’t just a cost but a catalyst for strategic growth. The connectivity of the solution helps tie loyalty program performance to identify business benefits so companies can confidently invest in what works.
