SAP Customer Experience (CX)

Sales

Definition

A suite of SAP solutions that help businesses manage customer relationships and deliver personalized experiences across all channels.

Detailed Description

SAP Customer Experience (CX) is a comprehensive suite of cloud solutions designed to help businesses manage every aspect of their customer interactions. It encompasses tools for marketing, commerce, sales, customer service, and customer data management, enabling organizations to deliver personalized, consistent, and seamless customer experiences across all touchpoints and channels. The suite helps businesses understand their customers better, predict their needs, and engage with them effectively to drive customer satisfaction and loyalty.

Key Features

Analytics and insights
Customer data management
Customer service and support tools
Integration with SAP S/4HANA and other SAP solutions
Omnichannel commerce management
Personalized marketing campaigns
Sales force automation

Common Modules

SAP Commerce Cloud

Provides tools for building and managing omnichannel commerce experiences.

SAP Customer Data Cloud

Handles customer identity management, consent, and preferences.

SAP Marketing Cloud

Enables personalized marketing campaigns and customer segmentation.

SAP Sales Cloud

Offers sales force automation and sales performance management.

SAP Service Cloud

Facilitates customer service operations across multiple channels.

Popular Implementations

Manufacturing Firm Improves Customer Service

A manufacturing firm used SAP Service Cloud to streamline its customer service processes, leading to faster response times and higher customer retention.

Retail Company Enhances E-commerce Experience

A retail company implemented SAP Commerce Cloud to unify its online and offline sales channels, resulting in increased online sales and improved customer satisfaction.