SAP's C/4HANA is a customer experience management platform that integrates various clouds including commerce, marketing, sales, service, and customer data to provide a comprehensive customer experience solution. It offers advantages over legacy CRM systems such as seamless end-to-end journeys across channels, built-in privacy and data security, and a microservices-driven agile platform. SAP C/4HANA utilizes five clouds and seven suite attributes to deliver personalized experiences to customers through its various capabilities.

1. PUBLIC
François Genon-Catalot, SAP Customer Experience Senior Director Business Development
October 24, 2018
Discover Why SAP C/4HANA Is a Winner

2. 2PUBLIC© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ
CRM has evolved into Customer Experience management platforms
Transactional data Operational + Experience data
Siloed view and processes with
focus on sales force automation
Seamless end-to-end journeys designed
around customer across all channels
Customer privacy not in scope Privacy built-in
Monolithic platforms Microservices-driven agile platform
Legacy CRM CX Suites

3. 3PUBLIC© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Service
Cloud
Sales
Cloud
Marketing
Cloud
SAP
C/4HANA
Customer Data Cloud
APIs based Open
Ecosystem
Harmonized
User Experience
Platform
Services
Extensibility and Integration
with back office systems
Commerce
Cloud
End-to-End
Processes
Suite Intelligence
and Analytics
Business and Master
Data Services
5 Clouds and 7 Suite Attributes
1 Billion+ consent profiles
2.8 Billion
personalizations
5+ million
Sales Professionals
5-year Gartner MQ Leader
61 million
Service Tickets

4. 4PUBLIC© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ
One Agile Commerce Cloud platform for B2X
Key Differentiators
1. Single Platform. Leading Gartner Magic Quadrant
for 5 consecutive years in B2B, B2C, B2B2C
2. Comprehensive Suite. CMS, OMS, PIM, and
advanced context-driven services
3. Innovative Open Architecture. Open, public and
extensible microservices cloud platform
Business Benefits
1. Lower TCO and implementation time and out-of-the-box
modularity with synchronized maintenance and updates
2. Increase operational efficiency and map to business
KPIs like Conversion and Average Order Value
3. Unmatched uptime, performance, scaling, disaster
recovery capabilities
SAP Commerce
Cloud

5. 5PUBLIC© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Key Differentiators
1. Organic AI and Machine Learning for use cases like
buying propensity and augmented shopping
2. Marketing Resource Management (MRM) with closed-
loop budgeting, performance and multi-touch attribution
3. Native integration with Commerce and Customer Data
Clouds for real-time personalization and trusted
experiences
Business Benefits
1. Respond to what customers want with personalized and
contextual experiences increasing Conversion
2. Reducing Marketing operations costs by managing
marketing plans and budgets centrally
3. Create lifetime customer relationships by adopting data
privacy regulations and data security
Marketing Cloud is a Trusted Source of Business
SAP Marketing
Cloud

6. 6PUBLIC© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Effortless Customer & Field Service
Key Differentiators
1. Crowd Service Marketplace: adding partners and
freelancers to your service resource pool
2. Deep and out-of-the-box integration with SAP ERP,
Smart analytics and IoT for proactive service
3. Self-supporting customers with self-service, powered
by AI and chatbots for all languages
Business Benefits
1. Improve operational efficiency, speed to reach new
markets and profitability
2. Downtime reduction and breakdowns prevention to
increase assets performance
3. Better Customer satisfaction with faster response times
SAP Service
Cloud

7. 7PUBLIC© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Business Benefits
1. More time to sell. Productivity, visibility of compensation,
and higher adoption of the CRM system.
2. Revenue and Margin growth with faster Sales Rep on-
boarding, less errors, deal velocity, upsell and cross-sell
3. Single place for learning, enablement, coaching, pipeline,
forecasting and analytics
4. Complete view of the customer supporting Direct to
Consumer and all business models like Modern Trade,
Marketplaces or Traditional Stores
A new era of engagement with SAP Sales Cloud
Key Differentiators
1. Sales Performance Management Magic Quadrant Leader
5 consecutive years, over 5.6 million sales professionals
2. Scalable CPQ for end-to-end simplified quotation process,
customer specific pricing and complex configurations
3. Unparalleled functionality in AI-based predictive
forecasting, rich mobile online and offline access, with
elearning, enablement and coaching
4. Perfect Store. Powerful Consumer Products sales engine
with Retail Execution and Subscription Billing
SAP Sales
Cloud

8. 8PUBLIC© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Key Differentiators
1. Identity and Access Management : Gartner and
Forrester leader last 3 years, 1 billion profiles
2. Universal Customer Driven Consent and
Preference across all channels and all brands
3. Progressive profiling with integration of data from
SAP C/4HANA and SAP S/4HANA, and Open Data
Initiative with Microsoft and Adobe
Business Benefits
1. Full end-to-end support for customer registration with
web-scalability, performance, and reliability
2. Empowering customers with control over their data by
supporting GDPR data privacy for B2C and B2B
3. Convert unknown users to Known, improve Marketing and
Commerce performance with customer-provided data
Customer Trusted Data Paradigm
SAP Customer Data
Cloud

9. 9PUBLIC© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Sales Service Marketing Commerce Customer
Data
Management
Communities
&
Collaboration
Cloud
Platform
Integration Industries Blockchain Open
Data
Initiative
X Data & OData
Best-of-Suite: Most complete portfolio

10. 10PUBLIC© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Source:
(1) Gartner Enterprise Application Market Share Q12018, May 2018
(2) Qualtrics S1 filing
Digital Commerce1
#1 #3 #4
CRM1
#2 #1 #3
Experience Management2
#1 n/a n/a
Market Leadership: SAP is LEADING Customer Experience

11. OPEN DATA INITIATIVE
OWN, ENRICH, RENEW YOUR DATA
SAP C/4HANA and
SAP S/4HANA
SAP C/4HANA and
SAP S/4HANA
Dynamics 365Dynamics 365
Adobe
Experience Cloud
Adobe
Experience Cloud

12. 12PUBLIC© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ
SAP Cloud Platform
Extension Factory (XF)
Common Innovation &
Extension Environment
for the Suite
SAP Commerce Cloud
Other SAP Systems
SAP Service Cloud
SAP Marketing Cloud
SAP S/4HANA Cloud
SAP Sales Cloud
C/4 HANA
ISVs
Edge
Innovations
SAP Cloud Platform Factory (XF)
SAP Customer Data
Cloud
Events
Events

13. 13PUBLIC© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ
SAP C/4HANA cornerstone of the Intelligent Enterprise

14. Thank you.
Contact information:
François Genon-Catalot
SAP Customer Experience
Senior Director Business Development
Linkedin: fgenon
Twitter: @FranGenon

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