The Irony is, 80% of CEOs believe that they provide superior customer experience. However, only 8% of their customers agree – CMS Wire
So Why Is The Perception Gap So High?
We need to break down the silos that create such a huge gap between how the companies provide customer experience and their customer’s perception. Of course, we all understand that knowing your customer’s needs is always on the front burner.
As a service provider, you must have answers to the following questions for better user experience.
- How well do you know your customers?
- Do you satisfy your client’s requirements?
- Are you meeting or exceeding your customer’s expectations?
- Do you have a value-added software suite to provide a better consumer experience?
The emphasis lies on creating long-term customer relationship, proximity to customers, consistency in providing customer experience and offering personalized services in light of the digital world.
Building CX (customer experience) plays a vital role in customer retention and ROI generation.
“25% of customers switch service provider after just one negative experience.” – Thunderhead
Thus, don’t give your customers a reason to leave you, give them reasons to love you.
Creating overall customer experience means fulfilling the client’s high expectations like on-time delivery of the product as expected, excellent post delivering services and catering to future needs. Meeting these requirements and thus achieving customer loyalty, advocacy and satisfaction demands an end-to-end comprehensive solution supported by digital technology.
Traditional sales funnel is obsolete and no longer effective to directly engage customers. Enterprises need to have an easy-to-use platform – a specialized software that combines multiple channels to stimulate and support customer relationships and that’s where SAP C/4HANA comes in.
What is SAP C/4HANA?
‘C’ in SAP C/4HANA stands for Customer while the “4” is for fourth generation Cloud-Based CRM that runs on fast data processing capabilities of SAP HANA to provide improved customer experience . It has five component applications for E-commerce, Marketing, Sales, Customer Data and Services.
This modernized and comprehensive CRM solution can integrate front-end CRM with back-end ERP systems and business applications including SAP S/4HANA.
The customer is the center of attention when using the SAP Customer Experience solution enabled by SAP C/4HANA. This SAP suite is designed in a manner that supports all business functions right from lead generation to invoicing and beyond, making it a pleasant journey for customers. The best part is that this cloud-based solution has the ability to adapt quickly to changing business requirements.
While integrating existing system with the additional modules, this solution can convert the system into a flexible one. This enables entrepreneurs to build upon the capabilities of the existing system to provide personalized CX and in a position to be used in almost any industry.
Automation and Analytical Power
Modern CRM solution offers many automation features and functionalities. It can allow customers to take full control over scheduling on the calendar by proper integration. In some cases, like vehicle sales; it allows to schedule test drives.
For instance, a luxury car company in the UK, launched its new e-commerce website to enhance its customers’ experience. The online booking platform allows potential buyers to schedule half-day or day-long test drives at any particular center across the world. Additionally, the solution is integrated with SAP cloud platform which allows running analytical algorithms on the data gathered from the scheduling events. This supports subsequent sales and marketing process that benefits the company in the long run and boost overall customer experience.
Strong Backend Integration
SAP C/4HANA is unique compared to other offerings as it offers a level of close integration with the SAP S/4HANA backend, enabled by SAP Cloud Platform. This powerful integration allows seamless and secure transmission of data to and from the resources.
For example, in Supply chain management and E-commerce, running queries on the data collected from SAP C/4HANA and stored in SAP S/4HANA can provide crucial information about inventory levels, customer details, order details(current orders and history orders), etc. Access to such analysis enables companies to offer personalized services – putting the customer first.
Cygnet Infotech strives towards putting its clients first by empowering them with bespoke technology solutions. Cygnet Infotech along with technology partner SAP, has built its own unique agile business model to deliver end-to-end SAP solutions and services.
Learn more about SAP managed services and what it means for your business. Get in touch with our SAP solution experts at Cygnet Infotech at firstname.lastname@example.org or call us on +1-609-245-0971 or +91-79-67124000.