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SAP Customer Experience Portfolio
Copyright 2021, Faulkner Information Services. All
Rights Reserved.
Docid: 00018801
Publication Date: 2106
Report Type: PRODUCT
Preview
SAP’s Customer Experience Portfolio provides insight into
all areas of customer interactions, including sales, marketing, and customer
service. SAP’s cloud-based and on-premise CRM (customer relationship management) software is designed to store and analyze
customer data, integrating it within a company’s other business
applications. The application set competes in a crowded, growing market that
includes products from Oracle, Microsoft, and cloud-based solution vendors such
as Salesforce. This report looks at the SAP Customer Experience Portfolio in
greater detail.
Report Contents:
- Description
- Related Faulkner Reports
- Vendor
- Applications
- Environment
- Support
- Pricing
- Competitors
- Web Links
Description
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SAP, a German-based leader of business applications, offers a complete
Customer Experience portfolio of CRM (customer relationship management) products for
handling,
monitoring, and learning from customer interactions and statistics.
Related Faulkner Reports |
SAP Company Profile |
The revamped SAP Customer Experience portfolio includes:
- E-Commerce Solutions
- Customer Data Solutions
- Sales Solutions
- Service Solutions
- Marketing Solutions
Vendor |
Name: SAP AG Headquarters Dietmar-Hopp-Allee 16 69190 Walldorf Germany Tel: +49-6227-7-47474 Fax: +49-6227-7-57575 Web: http://www.sap.com/ Type of Vendor: E-Business Software and Services Provider Founded: 1972 Service Areas: Global Stock Symbol: SAP (NYSE). |
Table 1 describes SAP’s Customer Experience Portfolio product lines.
Product Line | Description | Offerings |
---|---|---|
E-Commerce Solutions | Provide personalized, omni-channel commerce experience |
|
Customer Data Solutions | Personalized customer information regarding preferences and buying habits. |
|
Sales Solutions | Improve sales by delivering better selling experiences |
|
Service Solutions | Make service the "heart" of one’s customer experience |
|
Marketing Solutions | Treat marketing as a trusted source of business. |
|
Applications
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SAP’s Customer Experience applications are designed to be part of a company’s CRM
strategy, which often involves some reorganization and transformation to
delegate services tasks across the various departments. SAP’s applications
are meant to be deployed across a large enterprise or industry
organization. Various software modules are specific to each department,
such as sales, marketing, and customer service. Targeted industry organizations include retailers, insurers,
communications service providers, and manufacturers, among other parties. Table 2 details SAP’s
Customer Experience applications.
Product Line | Applications |
---|---|
Marketing |
|
Sales |
|
Service |
|
Partner Channel Management |
|
Interaction Center |
|
Web Channel |
|
Business Communications Management |
|
Real-Time Offer Management |
|
Trade Promotion Management |
|
Sales On-Demand | SAP offers hosted versions of its sales forces automation, marketing, and service offers. |
Industry-Specific Processes | Markets include automotive, chemicals, consumer products, high tech, industrial machinery and components, media, oil and gas, professional services, public sector, retail, telecommunications, and utilities. |
Environment
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User Interface. SAP Customer Experience uses a Web-based user interface,
where agents and managers can access all relevant information and
applications. The interface supports interaction channels such as
telephony, e-mail, chat, and SMS.
NetWeaver Platform. To provide its reports and analysis,
the CRM applications use SAP’s NetWeaver platform. This provides access to
both front- and back-end office data such as presentation clients,
application servers, and database servers.
Software Integration. SAP Customer Experience integrates with all
software in the company’s Business Suite. It will also integrate with
third-party systems due to its support for standards such as XML-based Web
services, SOAP, and RosettaNet.
Support
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SAP offers technical and application consulting, software upgrade
installation, education, training, online help, remote diagnostics, user
conferences, regional meetings, hotlines, and on-site visits. SAP also
offers hosted and managed services through outsourcing firms such as
Accenture, Capgemini, EDS, and others.
Pricing
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SAP sells its applications and services through its corporate sales team,
as well as through partners. Sales representatives can be reached using an
online request form on the company’s Web site. Prices vary according to an
organization’s implementation requirements.
Competitors
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At the enterprise level, SAP’s Customer Experience Portfolio chiefly competes with Oracle and
Salesforce. Other competitors include Microsoft, IBM, Adobe, Zendesk, Amdocs,
Infor, SugarCRM, and Teradata.
CRM Market
The global CRM (customer relationship management) software market is
projected to reach $129 billion by 20281, reflecting an "increasing focus on
digitalization to stimulate growth." Ongoing trends in this market tend to
include mobile CRM, social CRM, more
CRM integration, marketing automation, cloud deployments, increasing
demand for the SaaS model, and CRM mapping2.
References
- 1"Customer Relationship Management (CRM) Market to Reach USD
128.97 Billion by 2028; Increasing Focus on Digitization to Stimulate
Growth: Fortune Business Insights." Fortune Business Insights. April
20, 2021. - 2Ajeet Singh. “7 CRM Trends Which Will Rattle Traditional
Selling in 2016.” Algoworks. March 8, 2016.
Web Links
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- Adobe Software: https://www.adobe.com/
- Amdocs: http://www.amdocs.com/
- IBM: http://www.ibm.com/
- Infor: http://www.infor.com/
- Microsoft: http://www.microsoft.com/
- Netsuite
- Oracle: http://www.oracle.com/
- SAP: http://www.sap.com/
- Salesforce: http://www.salesforce.com/
- SugarCRM: http://www.sugarcrm.com/
- Teradata: http://www.teradata.com/
- Zendesk:
https://www.zendesk.com/sell/features/crm-small-business/
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