Digitization has changed the game dramatically for marketing, sales, commerce, and service. Gone are the days when companies could rely on a “one size fits all” model to get their message across, convince their audience, and gain loyal customers. That’s why traditional customer relationship management (CRM) is transforming, too.
A coherent, convincing, and truly personal customer experience is what sets apart digital leaders from digital laggards. But how do you become a customer-centric company?
Integrate every customer-facing process – with SAP Customer Experience Solutions. This suite of solutions offers tailored software for marketing, sales, service, and a foundation to align all your customer data – compliant with the strictest data privacy and protection laws. Add to this the latest trends in machine learning and you have everything you need to create real-time engagement with every single customer.
84% of organizations that improved their customer experience saw an uplift in revenue. (Source: Dimension Data, 2017 Global Customer Experience Benchmarking Report)
How Customer Centric is Your Company?
If you answered ‘no’ to any of these questions, you should have a closer look at the SAP Customer Experience portfolio and our services.
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 Customer Experience solutions come 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 Customer Experience solutions fully equip 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 Customer experience solutions 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 Customer Experience solutions, 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.
Our expert consultants ensure seamless implementation of all the SAP Customer Experience solutions you need: from the former Gigya software now called SAP Customer Data Cloud, to the SAP Customer Experience solutions (formerly SAP Hybris solutions), to integration into your existing CRM systems. We understand the needs and challenges of today’s customer-focused business in B2B as well as in B2C. And we are at your side every step of the way of your IT project – worldwide.