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Enhancing Customer Experience With SAP Systems for Consumer Goods and Retail

Every business owner and manager is well aware of the importance of customer experience. Canada PEO mentions getting help with local talent, making it easier to relate to your clients. This is an excellent place to start, but you’ll need additional techniques to enhance consumer satisfaction.


Thus, it’s crucial to your venture’s success to understand what the term ‘customer experience’ entails and which methods to put in place to enhance it. Fortunately, this behemoth task no longer solely rests on the hands of men. 


Through the use of modern technology, the SAP consumer experience was developed. In essence, this portfolio covers every step of the consumer satisfaction process. From the initial contact a client has with your company to the point he leaves with your product in hand. 


This is achieved by integrating different solutions for sales, marketing, and consumer relationship management. To better understand how this system works, we need to answer some critical questions.


How Have CRM (Customer Relations Management) Strategies Changed Over the Last Two Decades?


Until recently, standalone sales, marketing, and e-commerce solutions were adequate for most purposes. Yet, this has drastically changed. In today’s business world, even an insignificant consumer inquiry will now involve various departments. Today, most people expect to receive what they want, when they want it, and through the appropriate channels.


When consumers agree to information processing, they expect the business that’s analyzing this data to work as a unit. Thus, the customer services team and marketing staff should be aware of how to deal with this client. They must also be aware of what the individual searched for to tailor to his needs. 


What’s the Strategy Behind SAP’s Customer Experience?

Until recently, solutions for sales, marketing, CRM, and retail departments came as various standalone packages. This includes systems such as:

  • SAP S/4HANA 
  • Hybris 
  • CallidusCloud
  • Gigya
  • Coresystems. 


The company had to develop one integrated system, presented to its clients under a new name, to move on.


Thus in June 2018, the company launched SAP C/4HANA, a platform designed as a solution for businesses. This enables them to provide the best possible consumer service throughout the entire experience. It’s the foundation for creating and keeping enthusiastic customers for a long time.


What Makes the SAP Customer Experience Different from Traditional CRM?

Traditional CRM typically contains standalone functions for consumer service, sales, and marketing. 


With the SAP platform, these processes are integrated. So, if marketing launches a new campaign, the retail department is automatically notified. The system also taps into digital sales as a new consumer channel. This means that your staff can now tailor every offer to the customer while knowing that it’s profitable and available. 


The SAP consumer experience obtains the data required from an end-to-end process such as the SAP S/4HANA system. Yet, the focus is still on the sales staff, giving them intuitive and easy to use solutions and a full view of the customer.


What Makes SAP Different From Other Martech Solution Providers?

The disadvantage that most Martech solution providers have is that they’ve got to replicate their data. This means that they’ve got to recreate consumer data in a sales solution and capture products in the ERP system.


SAP customer experience is an integrated system. When the latest trends are reflected through trade projections in the digital boardroom, it’s also siphoned through to the sales staff. Additionally, AI (artificial intelligence) is then used to predict commerce for the entire year. 


Analyzing and implementing these smart functions won’t be possible without the use of a consolidated environment.


Which Type of Businesses Are the SAP Customer Experience Suited For?

Every company that focuses on and cares about consumer experience can benefit from using SAP’s service, sales, and commerce solutions. However, businesses that combine the SAP customer experience portfolio with ERP and S/4HANA will benefit the most from this system.


To Wrap Up

The digital age has forever changed how people do business and what they expect from suppliers. For this reason, focusing on the consumer experience and gathering intelligence has never been more critical. Yet, to successfully achieve this, you need an integrated AI system to analyze and implement all captured data.


For this purpose, few systems are as efficient as the SAP C/4HANA.

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