Intelligent Solutions for Customer Support and Service
Customer relationship management (short: CRM) is a strategy that puts your company’s most important asset in focus: your customers.
Such a valuable asset in the form of knowledge of and experiences with customers has to be utilized. A CRM software can help you depict knowledge transparently and make it useable for your company.
The SAP Hybris Cloud for Customer portfolio includes applications for commerce, billing, marketing, service, and sales. With those applications the front office can be simplified and interactive and contextual customer-experiences can be provided throughout all channels.
Our Focus: SAP Hybris Cloud for Customers Service & Sales
Purchase behavior and service requirements of customers have changed rapidly over the last few years. In a digital economy, customers are expecting diverse possibilities for interacting with companies, as well as informing themselves about products far in advance of the first sales contact.
To satisfy those needs and the hunger for knowledge, you need to gain a complete and detailed overview of your customers.
With SAP Hybris Cloud for Customer you will redefine your sales strategies and customer service, setting yourself apart from the competition.
Well Done CRM Can Bring Your Company Many Benefits
What is CRM?
Customer relationship management (short: CRM) defines the consistent orientation of a company to its customers and the systematic creation of customer relation processes. The associated documentation and management of customer relations is an important component, and allowing for a deepened relationship marketing. In many industries relationships between a company and its customer are thought to be long-term. CRM maintains these relationships, which will affect the company’s success.
Scopes in small and middle-sized companies
With a specific customer size, a CRM system may also be applicable in small and mid-sized companies. It doesn’t matter if the company is a service provider, a production industry or even handicraft.
With the support of a CRM system you can manage customers more effectively and analyze data with ease. Thus, your employees can increase their customer knowledge, process more accurately, and optimize customer service.
Scopes in marketing and sales are everywhere, where direct or indirect customer contact is needed.
Which issues have to be addressed before implementing a CRM-system?
For small and mid-sized companies, it is especially important to divide the implementation into single steps, in order to not neglect the daily business.
Initially a comprehensive Is-analysis is needed. This should answer questions, such as:
- Who is in charge of customer data maintenance?
- Which data is already there and what can we learn from it?
- How can a CRM system help improve customer service and marketing within the company?
If you found answers to all these questions, you can start creating a migration concept. This takes place individually and is matched with the current organization and situation of the company.
In the end, a CRM-software can only be as good as the people working with it. Therefore, you have to make sure beforehand that all employees are trained sufficiently.
Are customer data safe in the cloud?
Concerned for the safety of your data? No need to be! You can rely 100% on the cloud solutions by SAP. Comprehensive audits ensure that all technical and organizational measures are transcribed and observed.
Read more in the SAP Safety Promise.