Expert perspectives on SAP CX, digital transformation, and customer experience trends.
Subscribe via RSSSAP Customer Loyalty Management does more than track points. Connected to SAP Engagement Cloud (formerly SAP Emarsys) for personalised campaigns and to SAP Customer Data Platform for unified profiles, it turns a points programme into a retention programme.
Which AI features in SAP Sales Cloud V2, Service Cloud V2, SAP Engagement Cloud, Commerce and CDP run in production today, which SAP has announced with a date, and how to roll them out and measure the return.
The AI that moves service metrics mostly helps the agent, not the customer: case classification, summaries, reply drafts and knowledge suggestions in SAP Service Cloud V2, and the order to introduce them.
Still running your sales pipeline in spreadsheets? A practical guide to moving to SAP Sales Cloud V2: clean-up, configuration, data import, training and go-live, without the enterprise complexity.
A lead is someone who has shown interest but has not been qualified yet. How leads enter a CRM, how they differ from prospects and opportunities, and what a structured lead management process looks like.
Accounts represent companies. Contacts represent people. Get this wrong and your CRM data falls apart. How to structure both correctly in SAP Sales Cloud V2.
In B2B, growth depends on focusing on the right companies, not chasing every lead. What target accounts are, how they align sales and marketing, and five steps to put them into practice.
Stalled SAP projects fail in predictable ways. Here is what we do to get projects live, with the published examples behind it: a rescued V2 project live in three months, a Commerce launch in 90 days, a CRM greenfield in five months.
Custom code inside SAP turns every upgrade into a project. We build extensions next to the core with SAP CAP on SAP BTP, so SAP releases do not break your custom logic.
What Joule does in SAP Sales Cloud V2 today, how it is licensed and switched on, how it differs from Joule Agents and Microsoft Copilot, and where it still falls short.
SAP's new CRM capabilities go into Sales and Service Cloud V2, while C4C keeps running without an announced end date. A five-phase migration strategy that avoids broken integrations and budget overruns.
SAP built Service Cloud V2 as a new product: a case lifecycle engine, skills-based routing, embedded AI and API-first integration. What changed compared with C4C (V1), and what it means for your migration.
