In today’s high-stakes digital landscape, the secret sauce to standing out and ensuring growth is delivering an outstanding customer experience. Customer experiences can now make or break a business, and this calls for a powerful tool to optimize your customer experience.
SAP CX, standing for SAP Customer Experience, has risen to this opportunity and emerged as an unrivaled powerhouse in the landscape of customer engagement solutions. Its comprehensive and versatile nature makes it a reliable partner for nurturing customer relationships.
In fact, SAP CX is the flagship customer relationship management (CRM) solution of Systems Applications and Products in Data Processing (SAP), which is the largest software company in Europe by revenue and also holds the second highest CRM market share at 5.4%. Keep reading to learn how you can leverage this powerful suite to impress and retain your customers.
SAP Customer Experience is a comprehensive CRM suite crafted to make the customer journey smoother, more efficient, and truly engaging. With SAP CX, businesses are armed with the right tools to deliver top-tier customer experiences and elevate their standing in the market.
A closer look at the tool reveals its foundation, which is formed by five key cloud-based platforms that comprehend every phase of the customer journey. Each of these five platforms caters to different aspects of customer engagement:
The genius of the SAP CX CRM suite lies in how seamlessly these systems work together in synergy to create an all-in-one SAP CRM suite. These five systems integrate seamlessly with the powerful SAP S/4HANA platform, resulting in an accessible “single source of truth” for customer information. This efficient integration enriches the quality of customer interactions and paves the way for seamlessly executing end-to-end business processes.
Now SAP had started off mainly as an Enterprise Resource Planning (ERP) system and was often called SAP ERP. But it eventually ventured into the CRM sphere to eventually form the SAP customer experience suite. So, how did it get here? Let’s check out some key points to understand the growth of SAP’s CRM initiative-
As a result of these proactive feature enhancements and strategic acquisitions, the SAP CX CRM tool serves thousands of customers across the globe with continued growth.
What makes SAP Customer Experience so impactful? In short; its versatility, innovative features, and far-reaching advantages have made it a top choice for businesses across industries. Let’s understand what has earned SAP Customer Experience its popularity in more detail:
Businesses across industry segments have harnessed the power of SAP Customer Experience, thanks to its amazing versatility and feature-richness. Let’s check out examples of its use in six important industries-
Moreover, they can use SAP Customer Experience to launch new products faster and more effectively, leveraging data-driven insights and agile marketing campaigns. Further, these companies can apply the SAP CX solutions to optimize their pricing strategies and promotions based on customer demand and market conditions.
They can also use SAP CX to enhance their sales productivity and efficiency by providing their sales teams with tools such as CPQ (configure-price-quote), CLM (contract lifecycle management), etc. Moreover, SAP Customer Experience can help them to improve their customer service quality by providing their service agents with tools such as C4C (cloud for customer), FSM (field service management), etc.
It also helps them manage their inventory and supply chain efficiently, ensuring product availability and delivery across all channels. And that’s not all! SAP Customer Experience can collect feedback from customers via Qualtrics surveys and the companies can use it to improve their products and services.
Further, SAP CX can be used to enhance the company’s sales productivity and efficiency by providing their sales teams with tools such as CPQ (configure-price-quote), CLM (contract lifecycle management), etc. SAP Customer Experience also helps chemical and other companies improve their customer service quality by providing their service agents with tools such as C4C (cloud for customer), FSM (field service management), etc.
Again, the companies can collect feedback from customers via Qualtrics surveys through SAP Customer Experience and use it to improve their products and services. SAP Customer Experience also leverages artificial intelligence, machine learning, and analytics to provide insights and recommendations that help insurance and other companies understand their customers better, predict their needs and preferences, optimize their interactions and outcomes, and increase their revenue and market share.
The pricing of SAP Customer Experience is hinged on many factors such as users, orders, merchandise value, contacts, interactions, and the chosen edition out of standard, professional, or enterprise editions.
Various add-ons to enhance the suite’s capabilities will also affect the cost. So, the exact pricing is very subjective and you must request the updated pricing information from SAP or its partners by explaining your requirements and budget.
Implementing an SAP CX solution is a process that may vary depending on the scope and complexity of the project. However, it generally follows a standard methodology that consists of five phases:
Project Preparation- Define the objectives, scope, team, timeline, and budget. Set up infrastructure, including hardware and software, and conduct initial workshops and training.
Business Blueprint- Analyze current business processes and design future state solutions using SAP Customer Experience best practices. This involves documenting the functional and technical specifications, the document specifications, integration scenarios, data migration, and testing strategies.
Realization- Configure and customize SAP CX solutions. Develop custom code if needed, migrate data from legacy systems, and conduct unit and integration testing for quality assurance.
Final Preparation- Perform end-to-end testing with real or simulated data, resolve defects, conduct user acceptance testing, and prepare for cutover activities like data synchronization and system switch-over.
Go Live and Support- Execute cutover activities, launch SAP CX in production, provide post-go-live support, monitor system performance, and collect user feedback.
These five phases provide a structured approach to implementing SAP Customer Experience, ensuring alignment with business needs and a smooth transition to the new system.
The implementation of SAP Customer Experience is a major business investment in terms of time and money. Moreover, this complex and multifaceted process can become tedious and wasteful unless you have expertise and experience in the field.
If you don’t have the required expertise and resources to surmount these challenges, don’t worry! You can always take the help of a trusted implementation service like Spadoom- the team of your SAP customer experience heroes!
As an SAP Gold partner and leader in digital strategy, cloud consulting, and operations excellence, Spadoom ensures smooth SAP CX implementation. From the initial stages of project preparation to post-launch support, Spadoom’s team leverages their diverse experience and battle-tested expertise to help you harness the power of SAP Customer Experience effectively.
SAP CX is a powerful solution, aiming to revolutionize the customer experience. With its comprehensive capabilities and industry-specific offerings, it is transforming businesses across the globe. If you’re planning to implement it, make sure to start with detailed and inclusive planning and get all affected parties on board.
Moreover, don’t hesitate to leverage the power of a trusted implementation service. Adopting SAP Customer Experience correctly can work wonders, but cutting corners during implementation might cause a horde of problems later!