Beyond Points: How SAP Loyalty, Emarsys, and CDP Work Together

Most loyalty programmes fail for the same reason: they reward transactions, not customers. A member earns points, receives a generic “you’re almost at Silver!” email three weeks later, and forgets about the whole thing by Tuesday. The points sit unclaimed. The brand stays forgettable.

SAP addresses this at the system level. SAP Customer Loyalty Management, SAP Emarsys Customer Engagement, and SAP Customer Data Platform (CDP) are three separate products that — when connected — turn a points-and-tiers programme into a genuine retention engine.

This article walks through how each piece works and how they fit together. No jargon without explanation.

What Is SAP Loyalty Management?

SAP Customer Loyalty Management is a cloud-based solution for companies that want to run structured loyalty programmes: points accrual, tier progression, reward redemption, and financial tracking.

It connects to your transaction data — typically from SAP Commerce Cloud or your ERP — and automatically calculates what a customer has earned based on their purchases. Members can check their balance, claim vouchers, and track progress toward the next tier through a self-service portal or your existing app or website.

What it handles:

• Points accrual from multiple sources. Purchases are the obvious trigger, but you can also award points for referrals, product reviews, or specific actions — whatever makes sense for your programme design.
• Tiered programme structure. You define the tiers (Bronze, Silver, Gold, or any names you prefer), the thresholds, and the benefits at each level. The system manages progression automatically.
• Vouchers and redemptions. Members claim rewards; the system records the transaction and posts the financial liability to SAP S/4HANA, so your accounting team has the full picture.
• Multi-brand and partner support. If you operate across multiple brands or markets, one loyalty programme can span all of them.

What SAP Loyalty does not do on its own: it does not send emails. It does not decide when to contact a customer who is 400 points away from their next tier. That is Emarsys’s job.

How SAP Loyalty Connects with Emarsys

SAP Emarsys Customer Engagement is the omnichannel marketing engine in the SAP CX portfolio. It handles email, SMS, push notifications, and in-app messaging — and it has a native integration with SAP Loyalty.

Here is what that connection looks like in practice.

Loyalty events trigger campaigns automatically

When something changes in the loyalty system, Emarsys can react immediately. A few examples:

• A customer reaches a new tier → Emarsys fires a personalised “Welcome to Gold” email with their specific new benefits listed.
• A customer earns enough points to redeem a reward → They receive an SMS: “You have a free shipping voucher ready. Use it before it expires.”
• A customer has not engaged for 60 days → A re-engagement journey starts with a bonus points offer targeted to their purchase history.
• Points are about to expire → A reminder goes out with a product suggestion based on what they usually buy.

None of this requires manual work. You define the triggers and journeys once. The system handles the rest.

Every message uses real loyalty data

Emarsys pulls live loyalty attributes into every communication. Instead of:

“Hi valued customer, don’t forget to collect your points!”

Your customer sees:

“Hi Anna — you’re 320 points away from Gold. One purchase this weekend gets you there.”

That is a personalisation token pulling pointsBalance, currentTier, and nextTierThreshold directly from the loyalty record. You can go further with dynamic content blocks: a Gold member sees different email content than a Bronze member — same template, different experience.

Segmentation that changes behaviour

Emarsys lets you build audience segments by combining loyalty attributes with everything else the platform already knows. For example:

• Silver members with no purchase in the last 45 days who opened at least one email this month
• Customers within 500 points of tier upgrade who have viewed a specific product category three or more times
• New members (joined in the last 30 days) with an above-average basket size

These segments are the difference between a programme that burns budget and one that drives real behaviour change.

Where Does the Customer Data Platform Fit In?

So far, you have Loyalty tracking points and Emarsys sending campaigns. That is already a strong combination. But there is a gap: Loyalty knows what a customer has earned; Emarsys knows how they respond to campaigns. Neither system has the complete picture.

SAP Customer Data Platform (CDP) fills that gap.

What CDP actually does

CDP pulls data from every source your business touches — your webshop, your loyalty programme, your service tickets, your email campaigns, your point-of-sale system — and builds a single unified profile for each customer.

Without CDP: You know Anna is a Silver member with 4,200 points who bought twice this quarter.

With CDP: You know Anna is a Silver member, has bought twice this quarter, browsed the winter coat category seven times, raised a support ticket last month that was resolved quickly, responds to SMS far better than email, and matches the profile of customers who typically upgrade to Gold before April.

What that changes

CDP does not just store data. It activates it — pushing enriched profiles and audience segments to Emarsys, Commerce Cloud, and Service Cloud simultaneously.

That means:

• Emarsys sends Anna an SMS (not an email, because CDP knows she ignores emails) with a targeted winter coat offer that includes a bonus points incentive.
• Your webshop personalises her homepage to lead with winter outerwear.
• If she contacts your service team, the agent sees her loyalty tier and purchase history without having to ask.

Everything is synchronised. No department works with stale data.

Consent and privacy, built in

CDP also manages consent consistently across all channels. If Anna updates her communication preferences in one place, every connected system reflects that change. GDPR compliance becomes a structural property of the platform, not a manual process.

Why This Stack Makes Sense for Growing Retailers and Brands

You do not need to run all three tools on day one. Many Spadoom clients start with Loyalty Management integrated to their existing SAP CX setup — usually SAP Commerce Cloud with Emarsys already in place. CDP comes in as the business scales and the need for cross-channel insight grows.

The architecture is additive. Each layer delivers value on its own. The value compounds when they connect.

What you can realistically expect:

• Higher programme engagement. Contextual, timely messages outperform generic newsletters.
• Better tier progression rates. Customers who can see exactly what they are working toward are more likely to hit the threshold.
• Fewer manual campaigns. Once triggers and journeys are configured, they run automatically.
• Clearer ROI. Loyalty liabilities are tracked in S/4HANA; campaign results are in Emarsys. CDP connects the dots between programme cost and business outcome.

How Spadoom Can Help

We implement SAP Loyalty Management, Emarsys, and CDP — as individual solutions and as an integrated stack.

A typical engagement with us covers:

• Architecture and integration design: How Loyalty connects to your Commerce Cloud and ERP, and how loyalty data flows into Emarsys.
• Programme setup: Tier structure, accrual rules, voucher types, and redemption flows configured to your business model.
• Campaign configuration: Trigger-based journeys in Emarsys, personalisation tokens, and dynamic content blocks.
• CDP onboarding: Data ingestion strategy, profile unification, and audience activation across channels.
• Training and handover: Your team runs the platform after go-live. We make sure they know how.

Loyalty is not a set-and-forget project. We stay involved after launch to review performance and adjust what is not working.

Talk to us about your loyalty setup →