Name: Exploring Advanced Features in SAP Customer Loyalty Management Solution
Uploaded: 2026-2-24
Duration: 311 s

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<div><div><div><div><div><div><div><div><div><div><div><div>This video explores SAP Customer Loyalty Management features including customer journeys that incentivize actions with rewards, and missions with five gamified templates like stamp cards and challenges. It covers three payment options (vouchers, gift cards, debit cards) and merchandising capabilities for point-based redemptions. Each customer receives a digital wallet storing their loyalty profile, membership status, and entitlements accessible through SAP Service Cloud.</div></div></div></div></div></div></div></div></div></div></div></div>

Exploring Advanced Features in SAP Customer Loyalty Management Solution

In this video, we'll explore advanced journeys, payments, and the group of merchandising and  wallet features that power modern customer loyalty programs in SAP. Let's start with journeys, where you can zoom in on the customer journey and plan interactions. You can incentivize customers to complete an activity, such as downloading an app to earn  points, or to opt in to receive a digital receipt for a free shipment or another reward. The idea is similar to promotions and purchase incentives,  in which we want the customer to complete a specific action and receive a reward. To know that a particular action has been completed, we rely on a data platform such as  SAP's Customer Data Platform (CDP), which  collects interactions across different touchpoints. Once an action is completed, CDP sends a loyalty signal,  and we fulfill the planned reward and give it to the consumer. Next, we have missions. Missions are sets of interactions with pre-built scenarios. We have five templates, starting with the traditional stamp card,  motivating consumers to complete repetitive tasks. For example, visit a store and buy coffee Every 10 coffees you buy, you earn a free one. You can decide how many stamps the customer collects until they get the reward,  or if the stamp card is rotating. Next, we have total visits. This encourages customers to visit a store,  either online or in a physical location, and make a transaction. You decide what merchandise the customer must buy to qualify as a visit. Once they make expected purchases, you decide which reward they'll get These rewards can be any of the options discussed earlier in the program,  such as discounts, points, free products, or other incentives. The following template is Target Spend. Unlike total visits, here we set a target, such as  spending $200 in the next month at participating stores. Once the customer reaches that amount, they receive the planned reward. Quest is a template combining transactional  and non-transactional objectives. While we discussed buying as a transaction,  the quest includes objectives like buying 6 cans  of Coke Zero and posting on social media. Only customers completing both tasks receive a reward, which can be a discount, points, or  status points. A challenge is similar to a quest, but the tasks  are chained. You complete one task at a time, and only  when finished does the next open. It's a way to gamify the experience, combining  transaction and non-transaction tasks. For all templates, you can decide if the task is  transactional and what the customer must do. Next, we move to merchandising. Looking at BestRun Reward in customer loyalty programs,  there are a few products to show besides those issued by the loyalty program. Think of a brand program that sources products from the ERP system for promotions to  encourage purchases or as rewards. Set points exchange offers to exchange earned points for products in stores,  either for free or with a discount. The last section is payments. For every brand program, we set three payment options for customers:  vouchers, gift cards, and debit cards. A voucher is a one-time code that entitles a customer to a fixed value during  a single transaction. If the purchase is less than the voucher's value,  the voucher is still used in its entirety for that transaction. This means that even if the purchase costs less,  the voucher will be fully redeemed, with no remaining value  carried over to another purchase. Gift cards are fixed-value payment cards used across multiple transactions,  like buying one in an e-commerce store or at a cashier. Load it with $50, and use it for transactions until the balance runs out. Debit cards differ as they can be reloaded. Load it with $50 and keep reloading the balance through point exchanges or promotions,  then continue using it for purchases. These payment options can be used within a single brand or across brands,  including with third parties, to generate additional revenue or offer redemption options. Finally, let's discuss wallets. For each customer added to the ecosystem, we establish a wallet a cloud-based loyalty profile that stores the customer's information  and their loyalty program entitlements. It includes customer attributes, membership status, payment methods, benefits, missions  opted into, privacy information, and general activity. This information is available in SAP Service Cloud,  enabling agents to understand the customer and troubleshoot loyalty program interactions. This concludes our exploration of advanced journeys, missions, and payment solutions in  SAP Customer Loyalty Management.