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Appeal to Today’s Empowered Customer

by Rebecca Newell | SAPinsider, Volume 15, Issue 2

April 1, 2014

The rules of engagement in the retail space have changed due to the saturation of information on the market. Customers are more empowered than ever and their expectations have increased dramatically. To help businesses best serve these savvy customers, SAP has released several solution extensions that make the selling process easier, optimize marketing campaigns, and improve service operations.


Today’s customers are changing the rules of engagement and becoming more empowered. Their expectations continue to rise — they want experiences and products that make their lives better.

To help businesses serve these savvy customers, SAP provides SAP 360 Customer, a portfolio of solutions that combines SAP Customer Relationship Management (SAP CRM) software with analytics, mobile, collaboration, and social media solution extensions.

Enhanced Customer Experience

To make the selling process easier, companies need solutions that can agilely deliver insights that enable in-the-moment decisions. The SAP Price and Margin Management application by Vendavo allows companies to improve profitability — by providing insight into margin leakage, for instance — and react quickly to changes in business. To support robust administration, financial accrual, and settlement processing, as well as analysis, reporting, and modeling for both revenue- and expense-related incentive plans, companies can turn to the SAP Incentive Administration application by Vistex. The SAP Paybacks and Chargebacks application by Vistex allows effective management of complex sales and pricing contracts by helping efficiently administer, model, report, and analyze contracts and chargeback agreements.

The SAP Social Media Analytics application by NetBase gives marketers the ability to run searches on any topic and get instant trends and in-depth sentiment analysis from social media channels.

To improve service operations, the SAP Workforce Scheduling and Optimization application by ClickSoftware supports key facets of service operations processes, including forecasting, planning, scheduling, enterprise mobility, and analysis.

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Becky Newell
Rebecca Newell

Director, SAP Solution Extensions, Global Marketing, SAP

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