Identifying the Solutions in the SAP Customer Experience Portfolio

SAP Customer Experience solutions portfolio is a comprehensive set of software applications designed to help businesses enhance their customer engagement and deliver exceptional customer experiences realizing the Lead to Cash business process.

It consists of various applications, modules, and tools that cover different aspects of customer relationship management (CRM), customer data, sales automation, marketing, E-commerce, and customer service. Some of the key members of the portfolio are:

• SAP Emarsys Customer Engagement: a marketing automation and personalization solution that helps businesses create targeted marketing campaigns and deliver personalized experiences to customers.
• SAP Customer Data Solutions: 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 Commerce Cloud: an omnichannel commerce platform that enables businesses to deliver personalized shopping experiences across multiple channels.
• SAP Sales Cloud: a sales automation and enablement solution that helps businesses manage their sales processes, customer relationships, and sales performance.
• SAP Service Cloud: a customer service and support solution that enables businesses to deliver personalized and efficient customer service across various channels.

The SAP Customer Experience solutions portfolio integrates with other SAP backend solutions:

• SAP Enterprise Resource Planning (ERP): a comprehensive suite of integrated applications that help businesses manage their core processes such as finance, procurement, sales, manufacturing, and human resources. It provides a centralized database and enables real-time data processing and reporting.
• SAP S/4HANA and S/4HANA cloud: the next-generation ERP system from SAP. It is built on the SAP HANA in-memory database, which allows for faster data processing and real-time analytics. S/4HANA offers enhanced functionalities and a simplified data model compared to traditional SAP ERP systems.

SAP's backend solutions provide a seamless end-to-end customer experience, ensures data consistency, end-to-end visibility, streamlined processes, and scalability. This integration is essential for businesses to effectively manage customer interactions, improve operational efficiency, and drive growth.

The SAP Customer Experience solutions portfolio also integrates with other SAP solutions:

• SAP Configure, Price, and Quote (CPQ): a cloud-based sales tool designed to help businesses streamline their sales processes by providing accurate and efficient quoting, pricing, and product configuration capabilities.
• SAP Field Service Management (FSM): a software solution that helps organizations manage and optimize their field service operations. It provides scheduling and dispatching technicians, tracking work orders, managing inventory and assets, and capturing customer feedback.
• SAP Subscription Billing: a cloud-based solution designed to help businesses manage and automate their subscription-based billing processes. It enables companies to create, manage, and bill for various subscription-based products and services.

All these solutions collaborate to realize the Lead-to-Cash business process in the Intelligent Enterprise. The following picture shows how each solution is used during the whole process:

Let’s look at the SAP Customer Experience Portfolio.