You are here to learn about how you can help your organization sell products online using SAP Commerce Cloud. While that is the purpose of this learning journey, SAP Commerce Cloud can also work together with other Customer Experience solutions, some of which your organization may also be using.
The SAP Customer Experience Portfolio includes market-leading, cloud-native solutions that accomplish the following:
- Cover the areas of sales, service, marketing, e-commerce and customer data management
- Designed to enable businesses to deliver unique, trusted, and personalized journeys to their customers
- Employ a unified data model and integrate across platforms
- Unify consumer and operational data
- Apply advanced business intelligence to craft experiences that are consistent, relevant, and that respect customers’ permissions and preferences
Portfolio Benefits
Combining solutions from this portfolio results in a more loyal and engaged customer base, increased efficiency, and both lower cost and risk for your business.
How you can integrate all these solutions is out of scope for this learning journey, but as your organization might use them, be it now or in the future, let’s take a brief look at the purpose of each solution that forms part of the customer experience portfolio. It is important to note how the solutions overlap in certain areas: two pairs interact more with each other than with the others, and the outlier, SAP Customer Data solutions, interacts with all other solutions.
As you can see, the solutions fulfill different purposes during the customer journey:
SAP Emarsys and SAP Marketing Cloud are useful to attract customers, for example, through campaigns. They include marketing evaluation tools and provide strategies and tactics to win back inactive customers.
SAP Sales Cloud provides customer insights and a holistic 360° view for early customer insights of each interaction and intelligent recommendations for sellers.
SAP Commerce Cloud offers a modern, user friendly, and fast online shopping experience.
SAP Service Cloud supports the customer during and after a purchase and/or installation by offering maintenance and repairs.
SAP Customer Data Solutions manage valuable customer data, provide insights to other solutions while enhancing loyalty by supporting the GDPR in a customer-transparent manner.
Let’s have another look at the individual CX solutions in a highly integrated example, but this time from the Lead to Cash Process perspective:
Lead to Cash Process
CX solutions support an end-to-end, integrated process flow that starts with a customer’s interest or intent to buy a product and includes the company’s realization of revenue following the product’s sale.
NoteBe aware that SAP Commerce Cloud can run successfully in less-integrated scenarios, even partially covering basic functionality of other CX solutions when needed.
But now, let's turn our focus back to SAP Commerce Cloud for the remainder of this learning journey.