SAP CX Apps
SAP began laying the foundation for SAP Customer Experience in 2013 when it acquired hybris, a leading provider of e-commerce software, and rebranded it to SAP Hybris. This solution would exist alongside the on-premise SAP Customer Relationship Management (CRM) solution.
With the arrival of SAP S/4HANA in 2015, however, SAP began moving existing lines of business to this new platform. While financials and logistics capabilities were SAP’s main transitional focus when launching SAP S/4HANA, SAP also focused on developing new products for all lines of business, including the successor to SAP CRM.
During this period of development, SAP acquired yet more third-party CRM software to add to its SAP CRM and SAP Hybris functionalities. Such acquisitions included the Coresystems, CallidusCloud, and Gigya products, giving SAP’s portfolio more robust field service, sales productivity, and data security capabilities.
SAP announced the SAP C/4HANA solution at the 2018 SAPPHIRE NOW technology conference in Orlando, Florida, following the successful completion of these acquisitions. During the event, it was announced that SAP C/4HANA would run on the SAP S/4HANA platform and consist of five key, cloud-based “pillars” that would encompass the entire CRM environment: commerce, marketing, revenue, sales, and service.
In late 2018, SAP acquired an experience management company named Qualtrics, which focuses on providing businesses with actionable insight gleaned from customer sentiment, and heavily promoted this new functionality during SAPPHIRE NOW 2019 as part of a new initiative dubbed SAP Customer Experience. The idea? To recognize that we’re seeing a “customer experience revolution” and putting the customer at the forefront of decision making. The Qualtrics suite would allow SAP C/4HANA customers to elicit feedback from all stakeholders and make better decisions.
In addition to these changes, SAP slightly adjusted its five-pillar strategy to consist of the following pillars: SAP Customer Data Cloud, SAP Marketing Cloud, SAP Commerce Cloud, SAP Sales Cloud, and SAP Service Cloud.
In June 2020, SAP rebranded SAP C/4HANA as SAP Customer Experience.
Under the topic Customer Experience (CX), SAP combines all applications for the customer-centered departments within a company. Among these are marketing, sales, service and e-commerce. These applications are combined in the SAP CX suite (former SAP C/4HANA). The solutions are still available as on-premise installation. SAP CX includes the following products:
SAP Marketing Cloud: campaign management, lead management and analysis
SAP Commerce Cloud: omnichannel commerce, product information management, merchandising and promotion
SAP Sales Cloud: mobile CRM solution, customer and opportunity management
SAP Service Cloud: ticketing and call center management, knowledge management, real-time analyses
SAP Field Service Management: scheduling, mobile engineer app, self-service, crowd service
SAP Customer Data Cloud: comprehensive data management solution for efficient data use
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