SAP's Portfolio for Customer Experience
SAP's CX portfolio offers an end-to-end, cloud-native solution that is industry-tailored with 50 years of extensive industry expertise, connected to deliver exceptional outcomes, enabled with AI-powered analytics, with highly adaptive features that allow customers to build integrated relationships, to create best-in-class customer experiences.
SAP's CX solutions connect seamlessly with SAP S/4HANA, SAP BTP and other backend systems, including SAP Commerce Cloud, SAP Emarsys Customer Engagement, SAP Sales Cloud, SAP Service Cloud, and SAP Customer Data Solutions.
SAP's differentiating quality is its ability to connect customer demand with operational processes and empower intelligent decision-making automation, across value chains. This critical approach, as recent IDC research commissioned by SAP uncovered, creates integrated connections with key business systems and processes (ERP, supply chain, etc.) to satisfy the leading challenges that organizations manage to transform and improve their customers' experiences.
SAP's Customer Experience portfolio (CX) contributes to SAP's Cloud Strategy
The SAP Customer Experience portfolio contributes to SAP's cloud strategy by offering a comprehensive set of cloud-based solutions and services that enable businesses to manage their customer relationships and sales processes effectively manage their customer relationships and sales processes. SAP's CX cloud portfolio includes tools for sales force automation, marketing automation, customer service, and e-commerce. These cloud-based solutions empower businesses to streamline sales and marketing processes, gain valuable insights into customer behavior, and enhance customer engagement.
By integrating CRM functionalities into its cloud strategy, SAP provides businesses with agile and scalable solutions that adapt to evolving customer needs. This enables organizations to harness the power of real-time customer data, drive personalized interactions, and accelerate sales cycles. Additionally, SAP's CX portfolio offerings are designed to seamlessly integrate with other SAP cloud solutions, such as SAP S/4HANA and other SAP backend solutions, creating a unified ecosystem of intelligent, interconnected business applications and analytics.
Overall, SAP's CX portfolio aligns with its cloud strategy by promoting innovation, agility, and customer-centricity. It helps businesses leverage the full potential of cloud-based technologies to drive growth and deliver exceptional customer experiences.
The SAP's portfolio Role for customer relationship management (CRM) with SAP's cloud ERP
The SAP Customer Experience (SAP CX) portfolio plays several vital roles in SAP cloud ERP offerings, enhancing customer engagement, driving operational efficiency, and delivering integrated end-to-end solutions. Some critical roles of the SAP CX portfolio in conjunction with SAP cloud ERP are as follows:
- Customer Engagement and Commerce: SAP Commerce Cloud integrates seamlessly with SAP S/4HANA Cloud (i.e., ERP) to enable businesses to manage their e-commerce operations, including product catalogs, pricing, promotions, and order management.
- Sales and Service Management: These solutions enable businesses to streamline their sales and service processes, improve customer satisfaction, and drive revenue growth. For instance, SAP Service Cloud integrates with SAP S/4HANA Cloud to provide a unified view of customer data, service tickets, and sales orders, allowing service agents to deliver personalized support and resolve issues more efficiently.
- Marketing Automation and Analytics: SAP Emarsys Customer Engagement complements SAP cloud ERP by offering advanced capabilities for marketing automation, campaign management, and customer analytics. For example, businesses can leverage customer data from ERP systems to create targeted marketing campaigns, track campaign performance, and analyze customer behavior across various channels.
- Customer Data Management and Consent: With SAP Customer Data Solutions, businesses can securely capture, store, and manage customer data while ensuring compliance with data privacy regulations such as GDPR. This unified approach to customer data management helps businesses build trust with their customers and deliver personalized experiences while maintaining regulatory compliance.