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Customer Experience Management

Customer experience management (CEM) is a business strategy that aims to create and manage positive interactions between a company and its customers across all touchpoints. The ultimate goal of CEM is to improve customer satisfaction, loyalty, and advocacy, and to drive revenue growth and profitability.

Create unique customer experiences and increase customer loyalty. Increase transparency along the process chain and enable consistent, personalised customer experiences.

Benefits of Customer Experience Management

Overall, effective customer experience management can lead to improved business performance, increased customer loyalty, and a stronger competitive position in the market.

Improved customer satisfaction:

By delivering consistent and personalized experiences across all channels, CEM can help to improve customer satisfaction and loyalty.

Increased customer retention:

CEM can help to reduce churn by addressing customer issues proactively and improving overall customer satisfaction.

Higher customer lifetime value:

By providing exceptional experiences, companies can increase the amount of revenue generated from each customer over their lifetime.

Increased customer advocacy:

Satisfied customers are more likely to recommend a company to others, leading to positive word-of-mouth and increased brand awareness.

Competitive differentiation:

By offering exceptional experiences, companies can differentiate themselves from their competitors and create a unique selling proposition.

Improved operational efficiency:

CEM can help to streamline processes and reduce costs associated with customer support and retention.

How do we support your Customer Experience Journey?

The Customer Experience Suite provides a variety of options and opportunities to define specific CRM journeys for corporation. CNT offers supports and guidance to discover available options to build a customer experience solution that fits to your purpose and industry.

Our support goes beyond CRM processes and integration. Our consultants have hands-on experience in S/4HANA and other SAP Applications. CNT has many years of experience in industry specific end-to-end processes, that include logistic- and value flows.

Industry Know-How

Challenge our industry know-how: Pharma, Mechanical, Engineering and Building Material. We can industry agnostic too

We think End-2-End

It is our ambition to ensure that CRM processes add value to the customer experience, logistics flow and value flow, end-2-end

Packages

We provide packaged solution as enabler to start Customer Experience journeys. Pick and choose from our fix price packages, with clear scope and time-line

Experienced Consultants

Certified not only in CX, but in S/4HANA the same time. All seniority level profiles, fully motivated

Effective Customer Experience Management with SAP CX

SAP CX (SAP Customer Experience) is a suite of software solutions offered by SAP SE to help businesses manage and enhance their customer experience.

SAP CX solutions are designed to help businesses create a consistent, personalized, and omnichannel customer experience across all touchpoints, from initial contact to post-purchase support. The suite integrates with other SAP solutions, such as SAP ERP and SAP S/4HANA, as well as with third-party applications, to provide a complete end-to-end customer experience solution.

Solutions

The SAP CRM & CX portfolio includes all solutions in the areas of e-commerce, marketing, sales, service as well as customer data management and experience management. The comprehensive portfolio consists of modern cloud solutions and enables a continuous mapping of business processes. The solutions can be used according to requirements and seamlessly integrated into the existing system landscape.

E-commerce has revolutionized the way businesses operate, allowing them to reach customers beyond their local markets and operate 24/7. E-commerce can take various forms, including business-to-consumer (B2C), business-to-business (B2B), consumer-to-consumer (C2C), and consumer-to-business (C2B).

SAP Commerce-Cloud

SAP Commerce Cloud (formerly known as SAP Hybris) is a cloud-based e-commerce platform that enables businesses to create and manage their online storefronts. It provides a range of features and functionalities to help businesses deliver a seamless and personalized customer experience across all channels, including web, mobile, social, and in-store.

Marketing solutions aim to create awareness, generate interest, build trust, and encourage customer loyalty by delivering relevant and valuable content and messaging through various channels such as social media, email marketing, search engines, advertising, and other digital and traditional marketing channels.

The target of marketing solutions is to reach and engage with a specific audience in order to promote products, services, or brands and ultimately drive profitable customer action.

The goal of marketing solutions is to drive revenue and achieve business objectives.

SAP Emarsys

SAP Emarsys is a marketing automation platform that helps businesses to build personalized, data-driven customer experiences across multiple channels. The solution enables businesses to collect, analyze, and segment customer data to create personalized marketing campaigns.

Sales technology is critical for businesses that want to remain competitive in today’s market. By leveraging technology, sales teams can increase efficiency, accuracy, and scalability, leading to higher revenue and better customer relationships.

SAP Sales-Cloud

SAP Sales Cloud is a cloud-based sales automation solution and is designed to help businesses manage their sales operations more effectively, from lead generation and opportunity management to sales forecasting and performance tracking.

SAP CPQ

SAP CPQ (Configure, Price, Quote) is a cloud-based sales solution that helps businesses streamline their sales quoting process by automating the configuration, pricing, and quoting of complex products and services.

Customer service solutions are essential for any business that wants to provide excellent customer support, build strong relationships with its customers and stay competitive in today’s marketplace.

SAP Service-Cloud

SAP Service Cloud is a powerful customer service management solution that help businesses improve their customer service operations and provide a better experience for their customers.

SAP Field-Service-Management

SAP Field Service Management helps businesses manage and optimize their field service operations. It is a cloud-based platform that enables businesses to streamline their field service processes, improve communication with field technicians, and enhance customer satisfaction.

The goal of Customer Data Solutions is to create a 360-degree view of the customer by collecting data from various touchpoints such as social media, email, website interactions, and customer service interactions. This data can then be used to segment customers, personalize marketing messages, and improve customer experiences. These tools allow businesses to collect, store, and analyze customer data in a centralized location, making it easier to manage and utilize.

SAP Customer Data Cloud/SAP CIAM

SAP Customer Data Cloud is a cloud-based platform that helps businesses manage and secure their customer data across various touchpoints. It provides a range of tools for managing customer identities, consent, and preferences, as well as enabling secure access to applications and services.

SAP Customer Data Platform

SAP Customer Data Platform provides businesses with a comprehensive solution for managing and activating customer data in a unified and personalized manner, improving customer experiences and driving business outcomes.

FREQUENTLY ASKED QUESTIONS ABOUT SAP CX

CRM stands for Customer Relationship Management. Customer relationships can be strengthened with the help of SAP. It covers the areas of marketing, sales and service.

SAP CX stands for SAP Customer Experience and extends CRM with the option of designing all company processes to establish an optimal customer experience, from the first to the last touchpoint.

The SAP Customer Experience Suite (short for SAP CX) is a product portfolio of cloud-based Software-as-a-Service solutions that complement the end-to-end processes of the SAP Intelligent Suite.

SAP CX covers all steps in the customer-facing process, from a customer’s first contact with a company, through the decision-making process for a purchase, to after-sales interactions with the customer.

It offers seamlessly integrated end-to-end business processes to ensure a highly personalized customer experience. SAP Customer Experience provides a data-driven approach to automating processes with embedded artificial intelligence to derive actions from insights from vast data.

Access to the SAP CX portfolio applications is possible via any web browser or native apps on mobile devices anywhere.

The role-based concept ensures a tailor-made range of functions based on the business role of the respective users with their personalized needs and allows data access authorizations to be set up as required.

The SAP CX portfolio includes applications from the following areas: e-commerce, marketing, sales, service, and customer data.

The SAP Sales & Service Cloud (formerly known as the SAP Cloud for Customer) is the classic SAP CRM in the cloud.

Depending on your needs, the SAP Sales & Service Cloud can be used either for sales automation, mapping service processes, or both scenarios.

The SAP Sales & Service Cloud impresses with a modern web interface and is mobile and offline-capable.

The functionalities include customer and contact management, visit & activity management, lead & opportunity, offer and customer order management, service ticket management, and comprehensive reporting in real-time.

The SAP Sales & Service Cloud is not considered an isolated solution but an integrated landscape into a company’s system. Companies already using an SAP ERP system benefit from the standard integration. The standard integration packages contain content for numerous everyday objects and allow a quick connection to the existing system landscape.