Cloud, cloud and one more
time cloud is everywhere nowadays. Yes, it is true. In this post I will
introduce another cloud solution from SAP. It is called SAP Cloud for Costumer
(C4C or CfC) and it is a suite of integrated on cloud based solutions. It aims
to support customer related needs of organization which face the customers
directly. Well they all do, right? So the suite of apps is dealing with sales,
customer service, social media tracking and analytics, and marketing. It basically
covers sales and sales beyond (CRM) related processes for sales persons in one
common platform.
The C4C was formerly
called SAP Customer OnDemand. Here are components (or sometimes called features)
of the C4C. As side note, sometimes they are listed only 3 of them excluding Marketing
one:
SAP
Cloud for Sales – mobile, and easy to integrate with whole
back office operation sales application. Means traditional and operation CRM
related to marketing and field force.
SAP
Cloud for Service – support reaching to customer via
different channels in real-time to provide customer experience like processing,
resolving an issues.
SAP
Cloud for Social Engagement (or called Customer Engagement) – tools
for connecting/engaging with prospects and customers via different social media.
SAP
Cloud for Marketing – covers marketing functions like founds, campaigns,
targeting, groups, marketing execution.
From integration point of
view there are following connectors for integrating of C4C with other cloud
software. This is not final list as there may be others which I just simply not
aware of.
More information:
service.sap.com/cloud4customer
-
update on 07/17/2015 -
In short the C4C is next
evolution of SAP CRM just pure cloud based. From technology point of view C4C
is built on top of SAP
Business By Design (BBD) platform.
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