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    CRM and the Customer Experience (CX)

    Win in the experience economy by differentiating and growing your business and delivering exceptional customer experiences.

    Make every moment matter for your customers
    SAP Webinar featuring Forrester: The right digital experience platform for your business
    The five essential trends that are shaping the future of the B2B customer experience
    Images of a database, chat boxes, cart, money, and service representative representing SAP C/4HANA

    Improve your customer experience management with SAP C/4HANA

    Build a connected customer journey based on empathy and trust with SAP C/4HANA, a suite of five industry-leading cloud solution portfolios, and SAP C/4HANA Foundation to help your business innovate, integrate, and be agile.

    Learn more about SAP C/4HANA
    [The SAP Customer Data Cloud] was the ‘silver bullet’ that resolved this issue and allowed us to build out our own mini-network, creating, in effect, a multisite environment of shops and Web sites with a single login and preference center.
    Kristin Morrison, Head of Digital, DC Thomson Media
    Image of a database representing Customer Data Cloud

    SAP Customer Data Cloud

    Turn anonymous visitors into loyal customers.

    Create seamless customer experiences and onboarding

    Provide the data privacy and trust customers demand

    Eliminate data silos for better contextual marketing

    Offer customers transparency and control, while addressing GDPR compliance

    Learn more about Customer Data Cloud
    Image of chat boxes representing SAP Marketing Cloud

    SAP Marketing Cloud

    Treat marketing as a trusted source of business.

    Personalize customer experiences across your business

    Build customer trust to develop ongoing relationships

    Optimize marketing to drive revenue

    Drive demand and growth for B2B marketers

    Learn more about Marketing Cloud
    Becoming consumer-centric really means you should start connecting with your consumer and not think for them.
    Damian Bott, Global Online Manager, Swinkels Family Brewers

    SAP Commerce really supported us to provide an integrated and cohesive customer experience no matter how or where a customer reaches out – whether online, via mobile, or in stores.

    Marc Worrall, General Manager Digital Services, Operations & Quality Digital – Distribution, TUI
    Image of a shopping cart representing SAP Commerce Cloud

    SAP Commerce Cloud

    Provide a superior and personalized omnichannel commerce experience.

    Benefit from using a single commerce solution

    Support all go-to-market models

    Leverage industry-specific capabilities

    Realize a fast ROI with prebuilt integrations

    Exceed expectations with built-in flexibility

    Learn more about Commerce Cloud
    Image of a stack of money representing SAP Sales Cloud

    SAP Sales Cloud

    Improve sales with better selling experiences.

    Save time and guesswork to accelerate sales

    Guide sales reps through quotes and contracts fast

    Model and manage sales territories and incentives

    Embrace the future of selling

    Learn more about Sales Cloud

    The digital transformation of our sales helps us to place customers at the heart of what we do and to become more flexible, agile, and effective in the market.

    Michael Stichnote, Global Head of eCRM and Sales IT, Henkel AG & Co. KGaA
    SAP Service Cloud has helped us achieve a services profitability improvement of 6% and a 60% increase in closed opportunities.
    Jack Rijnenberg, Director, Online Services, Markem-Imaje
    Image of a person wearing a headset representing SAP Service Cloud

    SAP Service Cloud

    Make service the heart of your customer experience.

    Create a unified service experience

    Develop an elite team of skilled experts

    Deliver the next generation of self-service

    Capture and understand customer feedback

    Learn more about Service Cloud

    What are analysts saying about customer experience solutions from SAP?

    SAP is named a Leader in digital experience platforms

    Find out how you can create simple, connected digital customer experiences, and why SAP is named a leader in?The? Forrester Wave?: Digital Experience Platforms, Q3 2019.?

    2019 Gartner Magic Quadrant for Digital Commerce: SAP is named a Leader

    Are you evaluating next generation Digital Commerce Platforms??Find out why Gartner again recognized SAP as a Leader in the 2019 Magic Quadrant for Digital Commerce.*

    SAP is recognized as a Leader in sales force automation

    Discover why SAP is named a Leader in the Gartner Magic Quadrant for Sales Force Automation report, and learn about our holistic approach to automation.**

    See how customers are succeeding with SAP C/4HANA

    • Automotive
    • Consumer Products
    • Fashion
    • High Tech
    • Industrial Machinery and Components
    • Insurance
    • Public Sector
    • Retail
    • Telecommunications
    • Travel
    • Utilities
    • Automotive
    • Consumer Products
    • Fashion
    • High Tech
    • Industrial Machinery and Components
    • Insurance
    • Public Sector
    • Retail
    • Telecommunications
    • Travel
    • Utilities
    Automotive

    Drive the future of mobility

    Exceed customer expectations while capitalizing on future revenue opportunities beyond the showroom floor with SAP Customer Experience solutions for the automotive industry.

    Consumer Products

    Build brand preference using every route to market

    Deliver a relevant and consistent message across multiple interaction points by orchestrating intelligent initiatives across all routes to market, including modern retail, independent stores, distributors, and direct-to-consumer.

    Fashion

    Deliver great experiences to fashion customers

    Customize the digital experience for consumers and wholesale buyers with personalized merchandising strategies that stand out from the crowd and provide seamless omnichannel customer journeys.

    High Tech

    Simplify and accelerate transformation and innovation

    Transform your business into a subscription, solution, or outcome-based business that offers hardware, software, and services bundled into one package with SAP Customer Experience solutions for high tech.

    Industrial Machinery and Components

    Redefine the manufacturing customer experience

    Take advantage of the opportunities being created by digital disruptors, emerging technologies, and widespread connectivity with SAP Customer Experience solutions for industrial machinery and components.

    Insurance

    Engage the unengaged insurance customer

    Leverage a product- and policy-centric infrastructure to engage customers with the consistent and personalized omnichannel experience they demand and expect by using SAP Customer Experience solutions for insurance.

    Public Sector

    Improve citizen experiences in the public sector

    Respond efficiently and effectively to constituent needs – within tight budgets and under close scrutiny – with best practices supported by SAP Customer Experience solutions for public sector organizations.

    Retail

    Create engaging experiences across every channel

    Build stronger relationships with customers by delivering individualized experiences your customers can trust with SAP Customer Experience solutions for retail.

    Telecommunications

    Become a digital service provider and monetize services

    Deliver a first-class omnichannel customer experience that’s hyperpersonalized and trusted with rich, seamless, and contextual experiences that will help your brand stay competitive.

    Travel

    Create a traveler journey that enhances the destination

    Empower even the most discerning consumers to enjoy an exceptional experience across all touchpoints – from researching and booking destinations to traveling and following-up post-travel – with SAP Customer Experience solutions.

    Utilities

    Win over the new prosumer with customer centricity

    Leverage the digital core to provide a great customer experience with utilities-specific solutions by SAP, as meter-centric relationships give way to multifaceted prosumer relationships, and traditional CRM is not enough.

    Grow your business by delivering exceptional customer experiences

    Win in the experience economy with SAP C/4HANA

    Listen, understand, and deliver on your customers' intentions and interactions across all channels to win and close the experience gap by using SAP C/4HANA to meet their expectations.

    The future of B2C customer experience

    How can companies thrive in a world where customers themselves specify the terms of the relationship, but then let AI guide their buying journey?

    The future of B2B customer experience

    As decision-making and purchasing processes rapidly change, how do B2B companies reinvent themselves to lead in the experience economy?

    CRM and CX Resource Center

    Innovate, integrate, and extend your customer experience solutions

    Discover the power of a business platform that allows you to personalize, extend, and create every app you’ll ever need.

    SAP Cloud Platform

    SAP C/4HANA and SAP Cloud Platform provide a vital combination of power, trust, and speed to deliver a seamlessly connected end-to-end experience.

    • Simplify complex integrations for any size business by connecting on-premise and cloud applications, as well as cloud to cloud, with 150+ prebuilt connectors
    • Connect and extend enterprise SAP C/4HANA cloud applications with SAP Cloud Platform Extension Factory or Kyma open-source project designed natively on Kubernetes
    • Leverage prebuilt applications by SAP’s partner ecosystem to get started quickly

    Support the end-to-end customer journey

    Explore the other cloud solution portfolios in the SAP C/4HANA suite.

    SAP C/4HANA

    See how the SAP C/4HANA suite brings together customer data, machine learning technology, and microservices to power real-time customer engagements across sales, service, marketing, and commerce.

    *Gartner, Magic Quadrant for Digital Commerce, Penny Gillespie, Christina Klock, et al., 21 August 2019

    **Gartner, Magic Quadrant for Sales Force Automation, 26 June 2019, Theodore Travis, Melissa Hilbert, Adnan Zijadic, Ilona Hansen

    Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

    This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from SAP SE.

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