How To Choose The Right SAP CX Consultant Agency?

• September 26, 2023

A SAP CX consultant agency is a business that offers SAP CX consulting services to help clients design and implement customer experience solutions using SAP’s suite of products. A SAP CX consultant can help businesses improve their customer engagement, loyalty, retention, and revenue by providing them with the best practices, strategies, and tools to create personalized, omnichannel, and data-driven customer experiences. 

SAP CX has a strong partner ecosystem that includes more than 1,000 SAP partners who provide consulting, implementation, integration, and innovation services for SAP CX solutions. However, not all such consultants or partners will be the perfect match for your business, and a wrong choice here might mean a lot of confusion and wasted costs! 

So, how do you choose the right SAP CX consultant agency for your business? Let’s find out in this comprehensive guide!

SAP CX and its Components

First things first, let’s understand what is SAP CX and what are its components. SAP CX is a suite of cloud-based solutions that help businesses manage their customer relationships and experiences across different channels and touchpoints. SAP CX stands for SAP Customer Experience, and it is the successor of SAP CRM (Customer Relationship Management). 

The key components of SAP CX are the five cloud solutions that cover different aspects of the customer journey: SAP Customer Data Cloud, SAP Marketing Cloud, SAP Commerce Cloud, SAP Sales Cloud, and SAP Service Cloud. 

These solutions are powered by the SAP HANA platform and integrated with SAP S/4HANA, the core ERP system of SAP. They also leverage the Qualtrics experience management platform, which allows businesses to collect and analyze feedback from customers and employees. Here is a quick overview of each cloud solution included in the SAP Customer Experience platform:

SAP Customer Data Cloud- This solution helps you build trust and transparency with your customers by managing their data and consent in a secure and compliant way. It also enables you to create personalized and engaging experiences for your customers across different channels and devices.

SAP Marketing Cloud- The Marketing Cloud helps businesses understand their customers’ needs, preferences, and behaviors through data-driven insights. This SAP CX cloud solution also enables you to design and execute effective marketing campaigns that deliver the right message to the right customer at the right time.

SAP Commerce Cloud- This solution helps you create seamless and omnichannel shopping experiences for your customers, from browsing to buying to returning. The Commerce Cloud platform also enables you to manage your products, prices, promotions, orders, and inventory across different channels and markets.

SAP Sales Cloud– This cloud solution helps you empower your sales teams with the tools and information they need to sell more effectively and efficiently. The SAP CX Sales Cloud also enables you to manage your sales pipeline, forecast, contracts, commissions, and performance.

SAP Service Cloud- SAP Service Cloud empowers you to deliver exceptional customer service and support across different channels and devices. This CX cloud tool also enables you to manage your business’s service requests, tickets, agents, resources, and SLAs.

Why Should You Go For SAP CX?

SAP CX is highly popular, with thousands of customers across various industries and regions. These include leading brands such as L’Oréal, Levi’s, Nestlé, Coca-Cola, BMW, and Adidas. But what makes it so popular? Let’s check out the benefits of SAP CX in more detail-

Enhanced Customer Engagement- By understanding customer needs and preferences, businesses can engage with them more effectively. This proactive approach not only meets but often exceeds customer expectations, leading to increased satisfaction.

Boosted Customer Loyalty- A consistent and personalized customer experience fosters trust and loyalty. When customers feel valued and understood, they are more likely to return for repeat business and advocate for the brand among their peers.

Increased Revenue- Improved customer engagement and loyalty directly translate to a rise in sales. Happy customers often lead to referrals, and a strong reputation can attract new customers, further boosting revenue.

Operational Efficiency- SAP CX offers tools that streamline processes, from sales to customer service. By reducing operational complexities, businesses can operate more efficiently, leading to quicker response times and reduced costs.

Future-Proofing- The digital landscape is constantly changing, and SAP CX ensures that businesses stay ahead of the curve by continuously updating and innovating its solutions. This adaptability means businesses can quickly pivot in response to new market trends or customer demands.

Data-Driven Insights- SAP CX provides businesses with valuable data analytics and insights. This data can be used to make informed decisions, tailor marketing strategies, and predict future customer behaviors.

Unified Customer View- It integrates various customer touchpoints, providing a holistic view of the customer journey. This unified perspective allows businesses to identify opportunities and pain points, enhancing the overall customer experience.

Scalability- As businesses grow, their customer experience needs may evolve. SAP CX is designed to scale with businesses, ensuring that they always have the tools and resources they need to deliver exceptional customer experiences.

Integration Capabilities- SAP CX can seamlessly integrate with other enterprise systems, ensuring that all departments, from sales to finance, have access to up-to-date customer information.

Enhanced Communication- With tools for omnichannel communication, SAP CX ensures that you can reach your customers through their preferred communication channels, be it email, chat, social media, or phone.

The Challenges during SAP CX Implementation 

The implementation and maintenance of SAP CX solutions can be complex, and demand expertise, experience, and resources. Let’s understand why implementing SAP CX solutions correctly can be challenging:

Diverse Suite- SAP CX comprises five cloud solutions, each addressing different stages of the customer journey. Tailoring each solution demands a deep understanding of business processes, customer needs, and market trends.

Integration with SAP HANA- The SAP Customer Experience services are powered by SAP HANA and integrate with SAP S/4HANA, SAP’s core ERP system. Aligning data and processes across these platforms necessitates meticulous planning, especially during data migration to the new SAP S/4HANA architecture.

Feedback Management- SAP CX uses the Qualtrics platform for feedback collection. Integrating this feedback with operational data from SAP CX is crucial for deriving actionable insights, but this process can be complicated if you don’t have expertise.

Business Transformation- Beyond being a technical endeavor, SAP CX implementation is a transformative business project. It demands organizational mindset shifts, robust leadership, and effective change management strategies.

How SAP CX Consultant Agencies can help you?

These challenges indeed look daunting, but there’s a solution! A SAP Customer Experience consultant agency can help you simplify and optimize your SAP CX project implementation, helping you sail through the process. If you’re still not sure if you should spend on agencies that provide SAP consultancy, here is what they bring to the table-

• They have the expertise and experience in SAP CX solutions and the SAP HANA platform. The right consultants can help you design and configure the best-fit solutions for their specific needs and goals. Moreover, they help you migrate and transform their existing data and systems to the new SAP S/4HANA architecture.
• They provide the resources and tools to accelerate the SAP CX implementation process. They can leverage their proprietary methodologies, frameworks, and accelerators to reduce the time, cost, and risk of the project. SAP Customer Experience consultant agencies may also provide training and support to all business users and stakeholders to ensure a smooth adoption and transition.
• They also have the innovation and creativity to enhance the SAP CX solutions with additional features and functionalities. For instance, they can integrate the SAP CX solutions with other platforms and technologies, such as Qualtrics, IBM iX, or Salesforce, to create more personalized and engaging customer experiences. They can also create custom solutions and applications that cater to the specific needs and challenges of your business.

How do you choose the right SAP CX consultant agency for your business? 

The right partner can make SAP CX implementation a breeze for your business, but how do you choose the correct partner? Here are some factors and tips that you should consider while selecting a SAP CX consultant agency:

1. Understand your business needs and goals

Before you start looking for a SAP CX consultant agency, you should have a clear understanding of your business needs and goals. What are the pain points and challenges that you want to solve with SAP CX? What are the outcomes and benefits that you expect from SAP CX? What are the scope, budget, and timeline of your SAP CX project? Having a clear vision and direction for your SAP CX project will help you communicate your requirements and expectations to the potential SAP CX consultant agencies and evaluate their proposals and solutions.

2. Research the SAP CX consultant agencies

Once you have defined your business needs and goals, you should research the SAP CX consultant agencies that offer SAP CX consulting services. You can use online platforms, such as SAP Partner Finder, Clutch, or G2, to find and compare the SAP CX consultant agencies based on their ratings, reviews, portfolios, and credentials. You can also ask for referrals and recommendations from your network, such as your peers, partners, or customers, who have worked with SAP CX consultant agencies before.

3. Evaluate the SAP CX consultant agencies

After you have shortlisted the SAP CX consultant agencies that match your criteria, you should evaluate them based on their capabilities, experience, and fit. You can ask them to provide you with their proposals, case studies, testimonials, and references. You can also conduct interviews, presentations, and demos with them to assess their skills, knowledge, and approach. Some of the questions that you can ask the SAP CX consultant agencies are:

    – What are your SAP CX certifications and accreditations?

    – How many SAP CX projects have you completed and what were the results?

    – What are the SAP CX products and solutions that you specialize in and how do they suit my business needs and goals?

    – How do you approach SAP CX projects and what are the steps and deliverables involved?

    – How do you ensure the quality, security, and compliance of your SAP CX solutions?

    – How do you communicate and collaborate effectively with your stakeholders and clients?

    – How do you measure and report the progress and performance of your SAP CX services and solutions?

    – How do you handle changes, risks, and issues that may arise during the SAP CX project?

    – How do you support and maintain your SAP CX solutions after the implementation?

4. Take the call!

Based on your evaluation, you should select the SAP CX consultant agency that best meets your business needs and goals. You should also negotiate the contract and terms and conditions with the SAP CX consultancy agency, such as the scope, deliverables, timeline, budget, payment, warranty, and support. You should also establish a clear and regular communication and feedback mechanism with the SAP CX consultant agency to ensure a smooth and successful SAP CX project.

Why Choose Spadoom?

Now, based on all the key challenges and criteria we’ve covered, one partner stands out as your perfect match and that’s Spadoom! At Spadoom, we leverage our SAP Gold Partnership status and over 6 years of experience to provide personalized SAP CX implementation services at affordable prices. 

We prioritize your specific needs and work closely as your partner and trainer to implement SAP CX and its components seamlessly, securely, and effectively. Our experts cover every requirement you might have! Moreover, our Gold partner accreditation and impeccable track record speak for themselves and prove that we are your SAP customer experience heroes! So, get started with Spadoom now and experience the magic of SAP CX!

Summing Up

Despite the complexities during implementation, we have seen that SAP CX is a powerful tool that you must apply to elevate your customer experience and surpass your competition. Moreover, choosing the right partner can help you overcome these common hurdles and focus on achieving your business goals without getting caught up in the intricacies of SAP CX implementation. And don’t forget that Spadoom is waiting to provide highly personalized SAP CX services to ensure your success!

FAQs

What is SAP CX? 

SAP CX is a suite of cloud-based solutions that help businesses manage their customer relationships and experiences across different channels and touchpoints. SAP CX stands for SAP Customer Experience, and it is the successor of SAP CRM.

What are the key components of SAP CX? 

The key components of SAP CX are the five cloud solutions that cover different aspects of the customer journey: SAP Customer Data Cloud, SAP Marketing Cloud, SAP Commerce Cloud, SAP Sales Cloud, and SAP Service Cloud.

What is SAP CX Consultant? 

A SAP CX Consultant is a professional or agency that helps businesses implement, customize, and optimize SAP CX solutions according to their specific needs and goals. An SAP CX Consultant typically has the expertise and experience in SAP CX solutions and the SAP HANA platform.

Is SAP CX good? 

SAP CX is good for businesses that want to create seamless and omnichannel customer experiences by leveraging data-driven insights to increase customer loyalty and satisfaction. It is considered one of the leading customer experience platforms, with a high level of innovation and integration.

How do you get SAP customer support?

To get SAP customer support, you can contact the Customer Interaction Center for non-technical assistance, contact SAP Product Support for technical assistance, or visit the SAP Support Portal for support tools, services, applications, documentation, and community content.