Customer Experience: Boost Customer Engagement and Sell More

Everyone talks about putting their customers at the center of their business. Yet only a few really do – because customer centricity requires you to know just about everything on each and every customer. That is where SAP C/4HANA comes into play: Bring together master data, buying history, individual needs and wishes, and even sentiments. You can then provide your teams in marketing, sales, service, and commerce with all the information they need to create an engaging customer experience.

Based on dynamic customer profiles and supported by artificial intelligence, you can create segments and campaigns that fit perfectly to each individual. You can even optimize marketing campaigns while they run to adapt to your audiences’ reaction. Marketing no longer simply helps sales teams do their job, but contributes directly to new business.

It is crucial for your sales team to quickly identify key decision makers and establish a complete understanding of customer objectives. SAP C/4HANA fully equips your sales team by breaking down silos of customer information in the back office and delivering this data to your team through their mobile devices. Empower your sales reps with the information they need to know which customers to contact, how to address their pain points, and how to nurture each opportunity to completion.

No matter whether you are in B2B or B2C, our customers today expect a consistent buying experience that matches the way they buy online in their personal life using a range of devices. You need to find cost-effective ways to seamlessly provide opportunities for them to make purchases at every stage of their journey, no matter how complex the business. With SAP C/4HANA you create a complete omnichannel sales experience, connecting digital and traditional sales channels end-to-end. You can integrate suppliers, distributors, and partners and manage multiple business models from one single platform.

In the past, service has often been considered a necessary evil to comfort disappointed customers. At best, it was a way to bind customers through long-term maintenance contracts. Today, service should and can be much more. With SAP C/4HANA you not only accelerate service processes and improve the first-time fix rate, but turn service before, during, and after a purchase into an opportunity to engage customers; and sell additional products. To do that, your call-center service specialists have access to complete, contextual customer information – and to B2C or B2B omnichannel data, too. So they know exactly which additional products will perfectly suit their customer. Field service technicians also have all data available to help them complete their tasks faster – even while at the customers’ location.

• Individualized marketing: Precisely define and target your audiences and determine the best products and messages for individuals – based on machine learning.
• Get a 360-degree view of your customer: Go beyond marketing data and use information from sales, service, and commerce to become more relevant.
• Analyze marketing ROI: Quickly and precisely identify successful and unsuccessful campaigns as well as communication channels and adapt them immediately.
• Base marketing strategies on data instead of gut feeling: Get real-time insights into customer needs, budgets, expenses, and product availability.

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• Improve sales performance: Streamline the entire sales process thanks to sales-force automation and spend more time selling.
• Analyze activities in real time: Optimize performance management, quickly identify ineffective sales activities, and focus on the deals that are most likely to close.
• Sell anytime and anywhere: Engage with customers at the right moment – even when on the go.
• Individual, well-timed offers: Deliver personalized rebates and offers through every sales channel

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• Establish a B2C or B2B omnichannel strategy: Connect every sales channel – from online store to physical branch – taking care of orders regardless of where they come from.
• Strengthen customer loyalty: Create a consistent, personal experience for your customers with relevant information and offers.
• Coherent product information: Consolidate your product content and provide every customer and employee with reliable data – ranging from price to features.
• Adapt your web store to customer insights: Analyze your customers’ intent and affinities and use this info to personalize their shopping experience.

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• Resolve issues faster: Provide your service staff with relevant insights into customer information so they can quickly resolve issues and satisfy customers.
• Support – and sell: After successfully dealing with your customer’s problems, provide them with relevant discounts and rewards.
• Include social channels: Meet your customers where they want to be reached – by extending your customer service into social networks.
• Service on the go: Give service managers and field service technicians access to every tool and all data that they need through smart devices.

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• Turn web shop visitors into returning customers: Provide convenient registration options and social login to engage unknown visitors and encourage them to share data.
• Gain trust: Give your customers full control over the data they want to share and increase retention.
• Simplify compliance: Automatically comply with EU-GDPR without having to launch huge data privacy initiatives.
• Enrich customer profiles: Gain granular control of all customer accounts from a central location.