Winning in the experience economy involves delivering personalized customer experience. Learn how SAP C/4HANA can get you there.
In today’s business relationships, customers hold all the power. As you plan your business goals or reevaluate them, put the customer journey and experience at the forefront of your mind to turn your business into an intelligent enterprise.
The customer experience is comprised of a complete set of engagements, such as adding products to a shopping cart. It can also involve ecommerce transactions to technology, like chatbots and connected IoT devices. According to annual reports on marketing trends from the past five years, companies rank customer experience (CX) at the top of their priority list.
Why, you may ask?
With long-term plans that highlight the value of a customer-centric approach, organizations are more than twice as likely to significantly outperform their competitors. This approach is not a new and recent idea, but it is one that’s constantly evolving as new trends and technology shape consumer needs.
Most customers are loyal to brands that tailor their experiences to their preferences. This means they’re likely to recommend a brand to their peers. On the flip side, if they’re not satisfied with your company, they will likely look to your competitors for better experiences and warn other to stay away from you. Yikes!
So, if you’re not focused on giving your potential and current customers the best experience possible, it’s time to do so now!
So, how does SAP C/4HANA fit into the customer-centric approach?
Customers want personalized experiences with your company without feeling like you’re invading their privacy. Therefore, your business needs the technology to help you build stronger relationships, thus driving you to earn and keep your customers’ trust. This is where SAP C/4HANA plays in.
Customer experience needs to connect with the supply chain. SAP C/4HANA is a unified suite of cloud solutions that manages customer experience. The integrated portfolio includes SAP Marketing Cloud, SAP Commerce Cloud, SAP Service Cloud, SAP Sales Cloud, and SAP Customer Data Cloud.
SAP C/4HANA brings together customer and operational data with intelligent technologies across commerce, customer service, marketing, and sales to create engaging and trustworthy experiences to your customers.
“SAP C/4HANA is all about the consumer. We recognize that every part of a business needs to be focused on a single view of the consumer. When you connect all SAP applications together in an intelligent cloud suite, the demand chain directly fuels the behaviors of the supply chain.” -Bill McDermott, former CEO of SAP (2018)
SAP C/4HANA supports the end-to-end customer journey with your company. You would be able to:
Connecting customer demands to your supply chain is the key to success for your business. SAP C/4HANA lets businesses know what their customers need in real time. Companies that successfully implement a CX strategy can achieve higher customer satisfaction and increase revenues with higher customer loyalty.
Integration with your pre-existing SAP ERP can ensure smoother sales and deliveries. For example, SAP Sales Cloud in C/4HANA can handle complex sales processes and then seamlessly transfer the data to S/4HANA for delivery process management.
Your company’s business needs determine which SAP C/4HANA deployment model is required. Some of the factors in this decision-making process are:
The cloud solutions in SAP C/4HANA can be deployed standalone or in any combination. The deployment models for SAP C/4HANA offered differ in their availability for customization. The models include:
SAP C/4HANA will integrate with ECC and S/4HANA and can be deployed standalone without SAP ERP as a back end. Integrating this solution will help ensure smooth logistics and supply chain management required for exceptional customer experience.
The experience economy is growing; it’s time to grow with it.