SAP Customer Experience(CX)

SAP Customer Experience (SAP CX) – Comprehensive Customer Experience Solutions

SAP Customer Experience is a series of comprehensive cloud solutions that meet enterprise customer experience needs by building end-to-end consumer journeys throughout the entire lifecycle. It manages customer experience in all aspects, thus opening up a new era of digital innovation, customer value management, and performance growth, providing enterprises with differentiated competitive advantages, and leading peers to win customer favor.

Full Lifecycle, Personalized Satisfaction
Let Customers Say “Can’t Live Without You”

SAP Customer Experience provides end-to-end customer lifecycle management solutions from marketing to post-sales management, integrating customer data management, machine learning (ML), and microservices. It offers five cloud product combinations that can operate independently and collaborate efficiently, enabling you to interact with customers in real-time, intelligently across departments such as sales, customer service, marketing, and business, efficiently manage and improve customer relationships, and help customers build a complete omnichannel business center, data center, customer analytics, operations center, and experience economy.

Precise Marketing Drives Growth

SAP Marketing Cloud provides CEOs/business leaders with closely related, optimized, and personalized marketing content to support customers in flexible product selection, brand interaction, and purchasing. Customers can define their own purchasing journeys and benefit from 5 digital advantages that optimize business processes, drive marketing, and promote revenue growth.

Deep Understanding of Customers, Stand Out in Competition
SAP Marketing Cloud builds dynamic customer profiles to understand customer needs, utilizes machine learning and artificial intelligence to gain deeper insights into customer behaviors and expectations, and clarifies marketing priorities. Accurately position and coordinate cross-channel interactions, provide customers with satisfying personalized experiences, and ensure marketing effectiveness through powerful analysis capabilities.

Seamless Interaction with Sales Leads Increases Conversion Rates
SAP Marketing Cloud identifies customer identities first and provides scalable personalized customer experiences. Interactive engagement is based on informed consent and winning customer trust. Strengthen cooperation between sales and marketing departments, seamlessly plan customer experiences across the customer journey, and increase customer conversion rates.

Fulfill Customer Promises and Establish a Good Brand Image
SAP Marketing Cloud is integrated with SAP Analytics Cloud to generate real-time business intelligence and execute analysis across the enterprise, make reliable decisions, and provide pleasant experiences for customers. Optimize marketing performance and establish a good brand impression among customers.

Explore B2B Customer Needs and Increase Marketing Success Rates
SAP Marketing Cloud captures data across the entire enterprise to gain comprehensive insight into your contacts and customers and provides timely and personalized interactions through various touchpoints to help marketing personnel successfully uncover needs, increase sales lead conversion, and ultimately promote sales growth for B2B customers.

Enhance Interaction and Boost Sales Performance with Upgraded Sales Team

The SAP Sales Cloud solution focuses on customer-centric interaction and processes to improve customer experience and maximize sales performance, transforming customers into brand advocates with its excellent sales capabilities. *The product was named a Leader in the 2020 Gartner Magic Quadrant for Sales Force Automation.

Customer-Centric Interaction

• Sales automation: Automate customer-centric sales and retail execution processes to increase sales success rates;

• Sales performance management: Use strategic sales performance management to increase revenue and agility.

• Configuration, pricing, and quoting: Provide dynamic pricing for customers, maximizing revenue while improving transaction speed and protecting profits.

Intelligent Pricing for Automated Sales, Incentivizing Business Conversion Rate

The SAP Sales solution empowers sales departments to engage in customer interactions, build customer relationships, and win business.

• Automatically execute sales processes based on a comprehensive view of customers, speeding up transactions;

• Connect sales regions, sales tasks, and incentive-based compensation management to maximize sales performance;

• Simplify the pricing and configuration processes for customer quotations to drive revenue growth;

• Leverage embedded AI and sales intelligence to unearth insights and improve business results.

Quick Q&A, Thoughtful Service
Customer Satisfaction and Brand Loyalty

The SAP Service Cloud solution provides excellent service support through cloud deployment, cross-channel interaction, machine learning-based service intelligence, and mobile tools for service teams. With cross-channel services, customers can easily interact with you, get quick answers to their questions, and get precise solutions to their problems, making them stick to you unconsciously as brand loyalists.

Cross-Channel Services, Enjoy Considerate Interaction Anytime, Anywhere

Integrated communication channels: provide consistent experience, achieve intelligent and human multi-service, and accelerate service speed;

Self-service for customers: help customers solve problems on their own, provide relevant information to customers;

Desktop support for customer service: full-scale customer view, personalized experience to improve customer satisfaction, and upgrade sales suggestions to increase revenue.

Intelligent Service Request Management

Service request management: provide manual and tool management, track and ensure the fulfillment of commitments;

Automatic classification of service requests: priority order, quick service for customers, reduce manual work and improve satisfaction;

Solution advice: AI’s best advice, shorten time and process, improve team efficiency and dedication.

Analysis and Experience Management

Service analysis and dashboard: embedded analysis, monitor and track service performance;

Experience management: evaluate and gain insights into customers, understand customer experience to facilitate timely correction;

Experience data and operational data: integrate two sets of data to understand the current situation and improve customer experience, and monitor the effectiveness of changes;

Learning management: provide tools for training in knowledge, information, and marketing and promotion;

Knowledge management: provide accurate, consistent information to help new customer service and service teams perform service requests excellently;

Mobile tool management: support remote collaboration with service teams anytime and anywhere, online/offline, and on mobile devices.

Enterprise-wide Integration and Unblocking of Major Business Flows

Integrate with backend ERP systems to link customer service and business, and improve service and delivery efficiency;

Integrate with sales, e-commerce, and marketing systems to understand customer touchpoints, improve customer experience, break down information silos, and increase departmental service collaboration;

Integrate with SAP Field Service Management for end-to-end seamless service and rapid problem resolution.