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CUSTOMER EXPERIENCE (CX) AND CRM TECHNOLOGIES FROM SAP


Intelligent customer experience solutions from SAP help you connect customer
data, improve loyalty, and grow your business.
Request a demoWatch the video


Learn how intelligent CX helps customers experience more of what they want.




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INTELLIGENT CX AND CRM TECHNOLOGIES POWERED BY 50 YEARS OF INDUSTRY EXPERTISE

Industry-tailored to meet critical business needs, intelligent customer
experience (CX) supports end-to-end processes to help you get the most from your
SAP software.


E-COMMERCE



Seize market opportunities and drive profitable growth by delivering innovative
and engaging e-commerce experiences. Our solutions help you quickly launch new
business models and adapt to change in an agile way.



 * Explore all e-commerce solutions

CUSTOMER SERVICE



Deliver on your brand promise and offer outstanding service across the customer
journey. By connecting business-wide service operations, you can accelerate
issue resolution and improve customer satisfaction.




 * Explore SAP Service Cloud

SALES AUTOMATION



Empower sales teams to engage effectively with your customers. Our sales
automation software streamlines and automates sales processes so that
salespeople can focus on building lasting customer relationships.




 * Explore SAP Sales Cloud

CUSTOMER DATA



Crush revenue and growth targets with customer identity and access management,
data privacy, and data management solutions that give you in-depth customer
insights while reducing compliance risks.




 * Explore all customer data solutions

MARKETING



Automate campaigns and execute on a global scale. Customer engagement solutions
from SAP help you identify target audiences, deliver one-to-one experiences
across multiple channels, and measure your results.



 * Explore all marketing solutions

 * View our portfolio



TRENDS SHAPING CX IN 2023




Learn about the role of technology leaders in the future of CX and explore
trends that are helping  businesses meet the digital expectations of modern
consumers.




Read the paper

HOW SAP IS REDEFINING INTELLIGENCE FOR CX




Put your customer at the center of your business with connected customer data
and AI-fueled insights to improve loyalty and drive profitable growth.




Discover intelligent CX


LATEST INNOVATIONS

INCREASE E-MAIL CAMPAIGN EFFECTIVENESS



Enhance email campaigns with AI-generated subject line ideas, subject line
improvements, and subject line testing capabilities from SAP Emarsys Customer
Engagement.






IMPROVE SALES INTERACTIONS



Leverage machine learning capabilities in SAP Sales Cloud for valuable business
insights, extracting sentiment data, key words, and recommended actions to guide
sales decisions.






SIMULATE SOURCING STRATEGIES



Test sourcing strategies before production with single-order simulation
functionality in SAP Order Management, providing ranked possibilities for
optimal decision-making.





 * Explore our latest innovations



EXPERIENCE MORE WITH BUSINESS AI


See how generative AI across our CX portfolio can enhance customer experiences.


Get the details


SEE HOW CUSTOMERS ARE SUCCEEDING WITH SAP CUSTOMER EXPERIENCE SOLUTIONS

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View all customer stories



BUSINESS AI FOR CUSTOMER EXPERIENCE MANAGEMENT


Relevant, reliable, and responsible AI is built into our CX solutions – helping
you predict, manage, and understand your customers to build relationships that
last.

AI solutions for sales and serviceAI solutions for marketing and e-commerce


ADDITIONAL RESOURCES

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FREQUENTLY ASKED QUESTIONS

What is CRM?

CRM stands for customer relationship management. CRM software is technology that
analyzes and manages customer interactions and data throughout the entire
customer lifecycle, thereby building better customer experiences, better
customer service, and better business relationships while increasing revenue.

What is customer experience (CX)?

The customer experience is how interactions with your brand or product make
customers feel. A customer can be a business (B2B) or a person (B2C) and the
spirit of honoring their journey is the same. It’s their experience, and if you
plan for it, it will be a good experience.

What is hybris?

Before being acquired by SAP, hybris was an e-commerce software company serving
both B2B and B2C companies. In 2018, hybris officially became SAP Commerce
Cloud, part of the SAP Customer Experience portfolio.

 

Now, hybris’ omnichannel e-commerce capabilities are deeply integrated into the
SAP cloud technology ecosystem, enabling the enhanced data and tools that
sellers need to optimize margins and drive customer loyalty.

Learn more

What is Gigya?

Before being acquired by SAP, Gigya was a software company providing customer
identity and access management (CIAM) and consent data management solutions. In
2017, SAP announced the acquisition of Gigya.

 

Today, Gigya’s software capabilities are integrated into our customer data
solutions. This portfolio helps businesses grow revenue by delivering trusted,
personalized customer experiences at scale. Such outcomes make marketing
campaigns more effective, improve the sales experience, and drive more
personalized commerce and customer service interactions – all while building
customer trust.

Learn more



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*Gartner, Magic Quadrant for Digital Commerce, Mike Lowndes, Yanna Dharmasthira,
Sandy Shen, Penny Gillespie, Aditya Vasudevan, Jason Daigler, 21 August, 2023.

Gartner does not endorse any vendor, product or service depicted in its research
publications, and does not advise technology users to select only those vendors
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consist of the opinions of Gartner's research organization and should not be
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