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The insideEdge with Joe Fuster

by Joe Fuster | SAPinsider, Volume 15, Issue 1

January 1, 2014

The backbone of successful customer engagement is flawless execution of business processes across marketing, sales, and service. If it’s difficult for your teams to check inventory, take an order, or respond to an inquiry, they won’t do it — and you risk losing your customer. With a host of public cloud, private cloud, and on-premise solutions, SAP has the agility to meet the wide-ranging needs of the teams in your organization, so they can focus on solving problems and serving customers, not on adapting to a solution that doesn’t fit.

 

It takes more than creating a few apps to be a customer-centric company and to connect with today’s consumers. You need insight to predict what customers want and then deliver it before they’ve asked for it. You need to provide an unrivaled customer experience. You need to execute with precision.

Real-time customer insight enables you to rethink how your business engages customers. Whether you market, sell, or service, deep customer knowledge — knowing who your customers are, what they like, and what others like them like, often before they do — leads to deeper customer relationships. SAP HANA can turn huge amounts of customer data from multiple sources into real-time insights that you can leverage to deliver a more personal and positive experience using solutions like SAP Cloud for Customer (which runs on the new SAP HANA Cloud Platform) or SAP Customer Engagement Intelligence.

Customers today also expect a responsive, consistent, intuitive experience, whether they are shopping online, engaging with you on social media, or visiting your store. The best experience a user can have with technology is one where it gets out of the way, and where every touch point is personalized, easy, and relevant. Marketing, retail, and loyalty management solutions from SAP combined with technology from hybris, an SAP company, provide a targeted, seamless, and effortless experience that helps turn customers into evangelists for your products and brand.

 

Insight, experience, and execution: That’s what it takes to be a customer-centric organization. And that’s what SAP enables with its solutions for Customer Engagement.

While insight and customer experience are key, the backbone of successful customer engagement is flawless execution of business processes across marketing, sales, and service. If it’s difficult for your teams to check inventory, take an order, or respond to an inquiry, they won’t do it — and you risk losing your customer. With a host of public cloud, private cloud, and on-premise solutions, SAP has the agility to meet the wide-ranging needs of the teams in your organization, so they can focus on solving problems and serving customers, not on adapting to a solution that doesn’t fit.

True customer engagement demands a seamless, integrated, and powerful suite of solutions that span the entire customer journey. With SAP solutions, you can better understand customers’ unique challenges, learn who is most likely to buy from your company (and when and why), influence the conversations that shape your brand, convert billions of global social media conversations into real-time insights, turn service into a competitive differentiator, monitor trends to enhance your service business, and give your teams intuitive tools and the ability to easily work anywhere.

SAP solutions for Customer Engagement allow you to take advantage of the right mix of technologies to gain insight, extend your investments, enable innovative processes, and stay connected to the customer at every step — from marketing to sales to service; from prospect to promoter; from follower to fan; from awareness to advocacy. Learn how to rethink your customer engagement strategy in this edition of SAPinsider.

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Joe Fuster
Joe Fuster

Senior Vice President,
Global Sales
Customer, Money & Suite
SAP


 

Joe Fuster
Joe Fuster

Senior Vice President,
Global Sales
Customer, Money & Suite
SAP



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