SAP C4C is a cloud CRM that brings Marketing, Sales, Commerce and Customer Service together.
Marketing Funds: Used to assign and track both marketing budgets planned for and the actual marketing spending
Campaigns: Cover all measures within the campaign management process (e.g. channel determination, assignment of forms and target groups, campaign execution and response tracking
Target Group: Used to define subsets of customers or prospects to be addressed in a campaign to target the right customers or prospects for each campaign.
E-Mail Execution: Direct E-Mail campaigns send personalized HTML e-mail messages directly from the SAP Cloud for Customer system to each account or contact of the assigned target group (with valid e-mail address).
Lead Generation: Created in order to record raw data that is derived from campaigns, trade shows, and other marketing activities. You can also edit leads, and convert leads to follow-on items, such as opportunities or accounts and contacts, to drive sales activity.
Lead: Capture information from potential clients or customers that can then lead to a sale
Account and Contact: Make fast account updates, get complete customer intelligence and keep everyone in the loop so that you and your team are delivering the right impact in every customer conversation
Opportunity: Accelerate sales wins by rapidly tracking activities, collaborating with internal teams, customers and partners, keeping tabs on the competition, and obtaining guided selling materials for each deal
Sales Quote: Create and submit quotes to align with your internal approval process
Sales Order: Utilizing the robust integration features available on the back end, you can also create sales orders
Incoming Communications: Via configured communication channels (e.g. e-mail, social media accounts, phone calls, and live chat)
Processing: Automatic steps, applied by the system (e.g. text analysis or real-time customer lookup), and manual steps performed by customer service roles further clarify and categorize the customer’s issue
Resolve Issue: From simple to complex cases, ease of use is critical for the agents
Response: Response flexibility enables the agent to respond to the customer using either the original communication channel or switch to a new method of communication.
Close: The ticket is completed by the agent; individuals, managers, or teams can use analytics to review whether they are meeting their own performance goals or benchmarks
SAP offers pre-packaged integration content (iFlows) built on top of its integration technology. The technology has two flavors, resulting in two ways of integrating SAP cloud for customer with SA on-premise solutions using the following:
The SAP customer relationship management (CRM) and SAP ERP solutions can be integrated with SAP cloud for customer, either using an on-premise PI or on the cloud using HCI.
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