Enhancing Customer Experience
The value of business starts with the customer experience and how CRM and ERP can be integrated to create new customer experiences and value.
Customer Experience refers to the experience a customer has when using a product or service. This isn’t limited to the point at which the customer makes a purchase: it encompasses all experiences the customer has with the product or service, from pre-purchase decision-making to after-sales support.
What is required for customer experience
Each customer will have unique feelings throughout their experience. Each customer’s priorities in purchasing a product or service, as well as their expectations for after-sales support, will differ from person to person. Therefore, the templated response will not satisfy the customer. In other words, it is essential to provide personalized services to each and every customer in order to earn their loyalty.
Overall optimized customer information management
Customer relationship management (CRM) solutions provide real-time customer information by centralizing all information held by departments that interact directly with customers. The SAP Customer Experience solution (formerly called SAP C/4HANA) is a next-generation CRM tool that integrates with SAP ERP solutions to ensure optimal management of customer information, including product and transaction data.
SAP Customer Experience solutions
SAP Customer Experience comprises five main services: SAP Sales Cloud, SAP Commerce Cloud, SAP Service Cloud, SAP Customer Data Cloud, and SAP Marketing Cloud.
These services are available separately and can be implemented in the order required, ensuring a lean implementation and stable expansion.
By looking at the integration with SAP ERP solutions, we can improve the customer experience and provide added value. Based on our extensive experience with SAP ERP solutions, we supports to maximize the benefits of SAP Customer Experience solutions.
Based on our extensive experience with SAP ERP solutions, NTT DATA Global Solutions supports to maximize the benefits of SAP Customer Experience solutions.
