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Customer Experience Management

Customer experience management (CXM) refers to the process of strategically managing and optimizing all interactions and touchpoints between customers and companies throughout the entire customer journey.

Increase transparency along the process chain and enable consistent, personalized customer experiences. Create a unique customer journey and increase customer loyalty by focusing on the following key factors in customer experience management:

CUSTOMER UNDERSTANDING

Gain profound insights into customer preferences, pain points, and behaviors through methods such as surveys, customer feedback, and historical data analysis.

CUSTOMER JOURNEY

Understand the customer journey of each individual customer, from the initial awareness stage to purchase actions, post-purchase support, and beyond.

OMNICHANNEL

Ensure seamless and consistent experiences across all channels and platforms through which your customers interact with the company.

PERSONALIZATION

Create tailored experiences and personalized marketing content for individual customer needs and preferences to make your customers feel valued and understood.

ARTIFICIAL INTELLIGENCE

Harness the power of artificial intelligence (AI), which is revolutionizing business processes by providing advanced features for automation, data analysis, and decision-making.

CONTINUOUS IMPROVEMENT

Improve the customer experience over time by regularly collecting customer feedback, analyzing data, and making quick, targeted adjustments.

Effective customer experience management with SAP CX

  • SAP CX (SAP Customer Experience) is a suite of software solutions from SAP SE that supports companies in improving their customer experience.

  • Create consistent, personalized omnichannel customer experiences at all touchpoints – from the first contact with prospective customers to the after-sales stage.

  • Integrate CX solutions seamlessly into your SAP system landscape to establish consistent, optimized customer processes.

CX Solutions

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

Sales

A modern sales solution uses data-driven insights, automation, and digital communication to meet the challenges of today’s business environment.

Marketing

Modern marketing solutions pursue data-driven strategies and innovative approaches. Omnichannel, personalization, real-time interactions, and AI-supported derivation of interests are more relevant than ever in digital marketing.

Service

Modern service solutions use automation mechanisms to improve the overall service experience across different channels, solve customer problems efficiently, and build long-term relationships.

E-Commerce

E-commerce has revolutionized the entire business world. Modern e-commerce solutions enable companies to reach customers beyond local markets on a 24/7 basis.

Solutions for Customer Data Management

Your Customer Journey with CNT

The SAP Customer Experience suite offers a wide range of options for defining specific CRM journeys for companies. CNT is happy to support and advise you in building a customer experience solution from the available options that suits your purpose and your industry.

Our consulting portfolio goes beyond CRM processes. Our consultants have practical experience with S/4HANA and other SAP applications. CNT also has many years of experience in industry-specific end-to-end processes involving logistics and value streams.

Industry Know-how

Pharmaceuticals, mechanical engineering, retail, banking, or building materials – take advantage of our industry expertise! We also work across all sectors.

End-to-End Thinking

Our ambition is to ensure that CRM processes create end-to-end added value for the customer experience, the logistics flow, and the value flow.

Package Solutions

We offer fixed-price packages with clear scopes and schedules that accelerate the start of your customer experience journey.

Experienced Consultants

Our consultants are not only certified in CX, but also in S/4HANA. Here at CNT, we employ fully motivated experts at all skill levels.

Frequently asked questions

CRM stands for Customer Relationship Management.

CRM can be used to build and strengthen customer relationships. It covers the areas of marketing, sales, and service.

SAP CX stands for SAP Customer Experience. It complements CRM with the ability to design all processes in the company in an integrated and consistent manner so as to establish an optimal customer experience from the first to the last touchpoint.

The SAP Customer Experience suite (SAP CX) is a product portfolio of cloud-based software-as-a-service solutions. The portfolio is a key component of SAP Intelligent Enterprise and enables the realization of end-to-end processes in the company. SAP CX covers all customer-related process steps: from initial customer contact and decision-making for the purchase through to after-sales interactions in the context of complaints. It provides seamlessly integrated end-to-end business processes to ensure a highly personalized customer experience. SAP Customer Experience offers a data-driven approach to automate processes with embedded artificial intelligence to provide actionable insights from a vast amount of data.

Access to the applications in the SAP CX portfolio is possible from anywhere in the world via any web browser or via native apps on mobile devices. The role-based concept ensures customized features that are oriented towards the business role of the respective user and their needs and allow data access authorizations to be set up as required.

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

SAP Sales & Service Cloud (formerly SAP Cloud for Customer) is, in short, the classic SAP CRM applications in the cloud. Depending on requirements, SAP Sales & Service Cloud can be used either for sales automation or for mapping service processes – or even for both scenarios simultaneously.

SAP Sales & Service Cloud impresses with a modern web interface featuring mobile and offline capabilities that you can use out of the box. The functionalities range from customer and contact management, visit and activity management, lead and opportunity handling as well as quotation and sales order management, to service ticket management and comprehensive reporting in real time.

SAP Sales & Service Cloud is generally not used as a standalone solution but is integrated into a company’s system landscape. Companies that already use an SAP ERP system benefit from standard integration. The standard integration packages contain integration content for numerous standard objects and therefore allow a quick connection to the existing system landscape.