SAP Customer Experience: Boost Customer Engagement and Sell More

Everyone talks about putting their customers at the center of their business. Yet only a few really do – because customer centricity requires you to know just about everything on each and every customer. That’s where SAP C/4HANA comes into play: Bring together master data, buying history, individual needs and wishes, and even sentiments. You can then provide your teams in marketing, sales, service, and commerce with all the information they need to create an engaging customer experience.

Based on dynamic customer profiles and supported by artificial intelligence, you can create segments and campaigns that fit perfectly to each individual. You can even optimize marketing campaigns while they run to adapt to your audiences’ reaction. Marketing no longer simply helps sales teams do their job, but contributes directly to new business.

It’s crucial for your sales team to quickly identify key decision makers and establish a complete understanding of customer objectives. SAP C/4HANA fully equips your sales team by breaking down silos of customer information in the back office and delivering this data to your team through their mobile devices. Empower your sales reps with the information they need to know which customers to contact, how to address their pain points, and how to nurture each opportunity to completion.

No matter whether you’re in B2B or B2C, our customers today expect a consistent buying experience that matches the way they buy online in their personal life using a range of devices. You need to find cost-effective ways to seamlessly provide opportunities for them to make purchases at every stage of their journey, no matter how complex the business. With SAP C/4HANA you create a complete omnichannel sales experience, connecting digital and traditional sales channels end-to-end. You can integrate suppliers, distributors, and partners and manage multiple business models from one single platform.

In the past, service has often been considered a necessary evil to comfort disappointed customers. At best, it was a way to bind customers through long-term maintenance contracts. Today, service should and can be much more. With SAP C/4HANA you not only accelerate service processes and improve the first-time fix rate, but turn service before, during, and after a purchase into an opportunity to engage customers; and sell additional products. To do that, your call-center service specialists have access to complete, contextual customer information – and to B2C or B2B omnichannel data, too. So they know exactly which additional products will perfectly suit their customer. Field service technicians also have all data available to help them complete their tasks faster – even while at the customers’ location.