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SAP CRM Offerings from SAP

 

–          Traditional SAP CRM On-premise

–          C4Hana – Hybris Sales and Service

–          Hybris Marketing Cloud

–          Hybris Marketing On-premise

–          S4Hana CRM Add-on

 

As we, all are aware that SAP had come up with an innovation where they had moved the SAP CRM to S4Hana and named it as the S4Hana Customer Add-on.

SAP has already invested and keep investing on SAP hybris cloud, which is now renamed as C4Hana to improve the customer experience CX , adding new processes and making it more flexible to adapt. SAP has bring all the hybris products under one umbrella called C4Hana.

There has been some acquisitions that happened in last few years e.g. Callidus Cloud, Gigya etc. that have added great values to the C4Hana.

Currently the C4Hana is doing great and it is expected to be do more in coming years.

 

With three, tightly integrated products to offer, the SAP Customer Data Cloud from Gigya can help businesses securely identify consumers across devices and channels to drive registrations and engagement, manage their permissions and consent across their entire lifecycle, and transform data into unified customer profiles that are governed, orchestrated and analysed from a central and secure environment.

 

–          SAP Customer Identity

–          SAP Customer consent

–          SAP Customer Profile

Callidus Cloud allows sales, marketing, finance, HR, and legal professionals to work together to make every stage of the sales cycle better. Gartner also Recognized SAP as a Leader in CPQ Magic Quadrant.

Now the question is if the C4Hana is doing great then what was the need to introduce S4Hana Customer Management add-on by SAP.

 

There are customers who are using the SAP CRM happily with lot of custom enhancements. Now in C4Hana we have a limitation for customer enhancements in some areas. Therefore, for such customers who have complex business processes that needs lot of customer enhancements S4Hana customer Add-on will provide them that flexibility. In addition, for the existing S4hana customers it would be very economical as well to go with the CRM Add-on.

We all know that traditional CRM was having some limitation and performance issues, even the high TCO costs to the customers. The main pain point for customers was the middleware where we had many data replication issues.

Now with S4Hana CRM Add-on they have eliminated the Middleware. Therefore, the CRM processes will run directly on the S4Hana without any middleware interventions. Apart from middleware, there have some CRM processes that already exists in ERP e.g. Sales Orders etc. will not be replicated to S4Hana and the existing sales process will be collaborated with the processes coming from CRM.

 

Below are some of the key features that have been added to the S4Hana customer management Add-on as part of ver. 1.0:

 

Pre-Sales:

Service:

 

Interaction Center:

 

 

Basic Functions:

 

The good news for SAP CRM Technical consultants is that the S4Hana CRM add-on will be having the same BOL/GENIL framework with new database (Renovated name) tables and the new way to access them.

So overall SAP is focussing on providing customers with the flexibility to choose from multiple products based on their existing landscape/systems to reduce the TCO. Now after S4Hana CRM add-on launch we are having multiple CRM offerings from SAP in both Cloud and on-Premise.

 

Please feel free to add /comment if I missed anything or if you have anything to share in these spaces.

 

Kumar Gaurav

Accrete Solutions

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2 Comments

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  1. Tuncer Gorgun

    Hi Kumar,

    Firstly thanks for your detailed and nice blog.I think that S4Hana Customer Add-on is generally for utilities companies because there is no Sales part for example no quotation and sales order management.What is the alternative way to use Sales senarios for customers want to implement this Add-on  or is SAP planing to add these parts to S4Hana Customer Add-on in future?

    Best Regards.

    Tuncer

    (0) 
    1. Kumar Gaurav Post author

      Hello Tuncer,

      Thanks .

      In S4Hana Customer Addon the functionalities that are not available in ERP only will be transferred from CRM. As you might be aware that Sales order is a part of S4Hana(ERP) so as per my knowledge the plan is to utilize the same .

       

      BR,

      Kumar Gaurav

      (0) 

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