Diving Deep Into SAP CX: Exploring The Five SAP CX Solutions And Their Applications

• September 28, 2023

SAP CX is a suite of solutions that helps businesses deliver personalized and consistent customer experiences across multiple channels. It is engineered to empower businesses to spin out tailored, consistent customer experiences across various touchpoints. But that’s not just it! Pack in capabilities to align customer data brilliantly, bolster customer loyalty, and spur revenue growth – that’s SAP CX for you.

Across the following sections, we’ll delve into five core SAP CX solutions nestled within this impactful suite, helping you understand how they drive business value. We’ll also walk you through the ins and outs of implementing these solutions and we’ll explore how working with an expert agency for SAP CX implementation could be your game-changer, turning these strategic tools into a potent catalyst for business transformation. Let’s begin!

What is SAP CX?

SAP CX stands for SAP Customer Experience. It is a set of cloud-based solutions that covers the entire customer journey, from marketing to sales to service to commerce. SAP CX helps businesses understand their customers, engage them effectively, and deliver value at every touchpoint. SAP CX is powered by industry expertise, artificial intelligence, and customer data.

According to a recent report by IDC, SAP CX is the leader in the worldwide customer experience applications market, with a 9.4% share and a 14.8% growth rate in 2022. SAP CX serves more than 10,000 customers across 25 industries in over 120 countries. Some top SAP customers include Apple, Amazon, Audi, and more!

What are the five SAP CX solutions in the SAP CX suite?

SAP’s comprehensive Customer Experience Suite is essentially a superhero team of five cloud tools, working together to revolutionize your customer experience by addressing different aspects of customer experience. Let’s explore the five SAP customer experience cloud suite solutions:

SAP Marketing Cloud

This solution helps businesses understand their customers’ needs, preferences, and behaviors, and deliver personalized and relevant marketing campaigns across channels. Here’s what you need to know:

Customer Segmentation – This handy tool lets you dissect your customer base into manageable pieces based on all sorts of criteria like demographics and interests. As your customer data evolves, so do your segments!

Dynamic Customer Profiles – This feature allows you to create all-encompassing and unified profiles for each customer, thereby getting a more in-depth understanding of them.

Omnichannel Journey Orchestration – Your customers will be taken on a highly personalized journey across multiple channels, giving them a consistent experience. It’s like a symphony conductor that ensures all elements of your marketing campaigns work together harmoniously.

Marketing Performance Optimization – Want to track how your campaigns are performing? This little gem has got your back! Real-time insights and analytics help you evaluate your success and strategize your next moves. It’s like your personal marketing coach!

Marketing Impact Measurement – See the direct cause and effect between your marketing activities and business results with advanced analytics and predictive models.

This is like your ‘relationship guru.’ It assists your business in understanding those intricate customer needs, preferences, and behaviors. With this understanding, you’ll be crafting customized, rather effective marketing strategies in no time!

SAP Sales Cloud

This cloud solution helps businesses empower their sales teams with the tools and insights they need to close more deals faster and smarter. Here are the key features of SAP Sales Cloud:

Sales Pipeline Management – Like a trusty compass, this tool guides you toward managing your sales pipeline efficiently, helping you uncover hidden opportunities and prioritize your leads.

Sales Forecasting – Sales Cloud also uses advanced analytics to churn out reliable sales forecasts based on a myriad of factors.

Sales Automation – Smart workflows and AI-powered assistance features do away with manual work, making sure that you focus on what’s important.

Sales Collaboration – Think of the Sales Cloud as your virtual meeting room, spurring communication and collaboration among team members, partners, and customers everywhere.

Sales Experience – It provides an uninterrupted, engaging buying journey for your customers across all touchpoints.

SAP Sales Cloud is a complete and innovative solution that helps businesses boost their sales performance and productivity. This digital dynamo supports your sales teams by offering pertinent insights and tools, empowering them to seal the deal more quickly.

SAP Service Cloud

This powerful solution helps businesses provide exceptional customer service across channels and devices. Here is what this tool by SAP for customer service offers-

Customer Service Management – Envision a unified inbox, catching all customer service requests from different channels like a pro. Pair it with AI-powered service ticket intelligence, and you’ve got a team to allocate queries to the best agents pronto!

Service Process Automation – With SAP Service Cloud, automate your workflow and reduce manual work. Armed with smart rules and actions initiating responses based on predefined criteria, and AI-powered service bots, your customer queries are handled efficiently.

Self-Service Options – It’s all about customer empowerment! By providing access to an extensive knowledge base and a customer portal where they can access service history and manage their preferences, you’re letting them take charge.

Field Service Management – SAP Service Cloud ensures optimum utilization of field service resources, keeping customer satisfaction in focus with well-organized scheduling/dispatching features and a handy mobile app for technicians.

Service Quality and Satisfaction – Assess your performance with a suite of analytics and reporting features. SAP Service Cloud encourages you to improve by acting on customer feedback and ratings, instead of being a passive observer.

Think of the Service Cloud as the superhero of customer service, equipped with a range of futuristic tools, helping you deliver an exceptional customer service experience across various channels and devices.

SAP Commerce Cloud

This cloud tool helps businesses create engaging and personalized e-commerce experiences for their customers. Here are the important features of SAP Commerce Cloud:

Online Storefront Management – Running an online storefront is a cakewalk with SAP Commerce Cloud. From creating a standout storefront to supporting multiple markets with multilingual and multicurrency features, this solution does it all.

Catalog and Product Management – Looking for an efficient way to maintain your product information? This feature is your magic wand that helps manage catalogs and recommend products personalized to your customer’s preferences.

Order and Payment Management – You can manage orders and payments with the utmost secure and seamless experience with SAP Commerce Cloud. It’s like having a digital cashier that effortlessly integrates with various payment methods.

Promotion and Marketing Management – Be it setting up eye-catching promotions or executing marketing campaigns, SAP Commerce Cloud has got you covered.

Integration with SAP CX Solutions and Third-Party Systems – Maximize your e-commerce capabilities by linking up with other SAP CX solutions and third-party systems. The entire SAP family can pitch in, and even your existing third-party systems like ERP, CRM, CMS, and more can join the party!

Briefly, SAP Commerce Cloud is an all-around innovative solution that helps businesses create engaging and personalized e-commerce experiences for their customers.

SAP Customer Data Platform

This solution helps businesses unify and enrich their customer data from various sources and activate it across channels and applications. Here are some key features of the SAP Customer Data Cloud Platform that you should know:

Customer Data Unification – Picture all your customer data from diverse sources like CRM, ERP, eCommerce, social media, and web analytics congregating under one digital roof. The SAP Customer Data Cloud Platform makes this possible and goes a step further by cleaning, deduplicating, and standardizing your valuable data.

Customer Data Privacy – With the rising concern for data privacy regulations such as GDPR, CCPA, and LGPD, this platform makes compliance smooth sailing. Not only can you aptly handle customer consent and preferences across various channels and applications, but you can also define and uphold your data policies and rules.

Customer Data Insights – Imagine having the power to draw AI-powered insights from your customer data. SAP Customer Data Platform offers you exactly that, along with a personalization engine to send out unique, relevant offers for your customers.

Customer Data Activation – The platform acts as the control center, connecting your customer data with other SAP CX solutions and third-party systems. It efficiently strings together consistent and personalized customer experiences across various touchpoints.

In a nutshell, SAP Customer Data Platform is your tech ninja helping you construct a holistic view of your customers, adhere to data privacy regulations, harness AI-powered insights, and ensure a consistent, par-excellence customer experience.

How to implement SAP CX solutions?

Implementing SAP CX solutions requires a strategic approach that aligns with the business goals, customer needs, and technical requirements. The implementation process of the customer experience suite solutions typically involves the following steps:

• Planning – Think of this as setting the foundations. Here, we establish the scope, objectives, timeline, budget, and resources for the implementation project. But that’s not all – it’s also essential to diagnose the gaps between your current state and the desired state of your customer experience. Dream big and embrace transformation!

• Designing – It’s time to put our creative hats on and delve into designing the architecture, configuration, integration, customization, and testing of SAP CX solutions. This is where user stories, mockups, prototypes, and customer experience use cases take center stage.

• Building – With blueprints in hand, we start developing, testing, debugging, and deploying your tailored SAP CX solutions based on the design specifications. This step also encompasses quality assurance, user acceptance tests, performance tests, security tests, and the ever-crucial data migration.

• Launching – The big moment arrives, and we release the SAP CX solutions into the hands of the end users. But our work doesn’t end there – we provide comprehensive training, support, and documentation, ensuring a seamless user experience. Monitor system performance, user feedback, and business outcomes to help your solution flourish.

• Optimizing – This is where we keep the magic alive. Continuously improving SAP CX solutions by analyzing data, collecting feedback, and adhering to best practices helps you stay ahead of the curve. Embrace new features, enhancements, and updates as you continually evolve.

How can a SAP CX implementation expert agency like Spadoom help?

A SAP CX implementation expert agency can help businesses achieve their customer experience goals faster, easier, and more effectively. A SAP CX implementation expert agency like us can provide the following benefits:

• Expertise – Embarking on the SAP CX journey with an expert agency like Spadoom offers you the opportunity to gain from our tried-and-tested knowledge, skills, and experience in implementing SAP CX solutions. We advise on the paramount practices, guide you around potential pitfalls, and spotlight opportunities for optimizing your customer experience. Nimbly navigating various industries, scenarios, and challenges is our piece of cake!

• Efficiency – Efficiency is the name of the game when improving customer experience. When you choose to collaborate with a SAP CX implementation expert agency, you’re not just hiring a team – you’re accessing an arsenal of resources, tools, and finely-tuned methodologies. These allow us to execute your project swiftly, accurately, and smoothly. The cherry on top? Potential risks, costs, and delays associated with the project are significantly minimized!

• Effectiveness – We’re not just about getting things done — we’re about getting things done right. Holding a vision close to our hearts, we infuse creativity and innovation into delivering the best possible experience for your business and its customers. We ensure the SAP CX solutions are not just implemented, but aligned immaculately with your business strategy, customer expectations, and ever-evolving market trends.

• Ongoing Support – Your journey doesn’t end with implementation. With our expert agency, you also gain a long-term partner. We’re here to provide ongoing advice, reviews, and enhancements to your SAP CX solutions, ensuring it evolves as your business does.

• Preferred Partner Status – Not to toot our own horn, but Spadoom is a proud SAP Gold partner, which means we’re recognized for our consistent excellence in SAP implementation. You’re in safe and capable hands!

As your SAP customer experience heroes, Spadoom stands ready to support you in this exciting adventure. Whether it’s crafting a robust digital strategy, perfecting your cloud consulting approach, improving operations and process excellence, or just having a friendly chat about your digital future, we’re eager to connect and help you succeed.

Summing Up

SAP CX is a suite of solutions that helps businesses deliver personalized and consistent customer experiences across multiple channels. SAP CX consists of five solutions: SAP Marketing Cloud, SAP Sales Cloud, SAP Service Cloud, SAP Commerce Cloud, and SAP Customer Data Platform.

Implementing SAP CX solutions requires a strategic approach that involves planning, designing, building, launching, and optimizing the customer experience. If you find the implementation cumbersome, a SAP CX implementation expert agency like Spadoom can help you easily achieve your customer experience goals faster, easier, and more effectively.

FAQs

What is the difference between SAP CX and SAP CRM?

SAP CX is the new name for SAP CRM, which was rebranded in 2018 to reflect the shift from traditional CRM to customer experience. SAP Customer Experience is more than just CRM, as it covers the entire customer journey, from marketing to sales to service to commerce.

What are the benefits of SAP CX?

SAP CX helps businesses deliver personalized and consistent customer experiences across channels. It enables businesses to connect customer data, boost loyalty, and grow revenue. It also helps them comply with data privacy regulations, leverage AI-powered insights and integrate with other solutions.

How much does SAP CX cost?

The cost of SAP CX depends on various factors, such as the number of users, the number of solutions, the level of customization, and the duration of the contract. The pricing of SAP CX is flexible and scalable, as it is based on a subscription model that allows businesses to pay only for what they use.

How long does it take to implement SAP CX?

The time required to implement SAP CX varies depending on the complexity, scope, and size of the implementation project. The average time to implement SAP CX is between 3 to 6 months, but it can be shorter or longer depending on the specific requirements and challenges.

How can I learn more about SAP CX?

You can learn more about SAP CX by visiting the official website, reading the blog, watching the videos, attending the events, or contacting us. We are happy to answer any questions you may have about SAP CX and how it can help your business.