Customer Engagement & Commerce
In today’s world, customers are empowered and in control. They expect to be able to engage, self-serve, and buy without necessarily speaking to or interacting with a sales person. Customers expect interactions with their supplier or store to be contextual, consistent and relevant, and in real time, and that it will be easy to conduct business – orderings goods, retrieving information about orders, but also to handle returns and complaints in an easy way.
At the same time, they also expect to do all this regardless of the interaction channel: web, mobile, in-store, or over the phone with a sales person. It becomes clear that the customer experience can no longer be defined or managed in a single channel.
Businesses are struggling to adapt to this new customer centric (and controlled) engagement paradigm. Traditional CRM tools and strategies no longer work: too often channels remain siloed and separated by systems, data and different organizations within the corporation. To be successful in today’s highly competitive B2B and B2C markets, business must have solutions and processes in place that deliver on the customer expectations for seamless engagement and consistent experience.
SAP solutions for customer engagement, including the omni-channel hybris platform and the SAP Cloud for Sales, SAP Cloud for Service, and SAP Cloud for Social Engagement solutions, enable B2B and B2C companies everywhere to provide real-time, consistent, contextual and relevant experiences to their customers regardless of channel or device.