CRM stands for customer relationship management. CRM software is technology that analyzes and manages customer interactions and data throughout the customer lifecycle, thereby building better customer experiences, better customer service, and better business relationships while increasing revenue.

What is customer experience (CX)?

The customer experience is how interactions with your brand or product make customers feel. A customer can be a business (B2B) or a person (B2C) and the spirit of honoring their journey is the same. It’s their experience, and if you plan for it, it will be a good experience.

Before being acquired by SAP, hybris was an e-commerce software company serving both B2B and B2C companies. In 2018, hybris officially became the SAP Commerce Cloud solution, part of the SAP Customer Experience portfolio. Now, hybris’ omnichannel e-commerce capabilities are deeply integrated into the SAP cloud technology ecosystem, enabling the enhanced data and tools that sellers need to optimize margins and drive customer loyalty. Learn more

Before being acquired by SAP, Gigya was a software company providing customer identity and access management (CIAM) and consent data management solutions. In 2017, SAP announced the acquisition of Gigya. Today, Gigya’s software capabilities are integrated into our customer data solutions. This portfolio helps businesses grow revenue by delivering trusted, personalized customer experiences at scale. Such outcomes make marketing campaigns more effective, improve the sales experience, and drive more personalized commerce and customer service interactions—all while building customer trust. Learn more

Customer experience and CRM solutions

Fuel profitable growth and turn every customer interaction into a seamless, engaging experience by uniting your business processes end to end with customer experience solutions from SAP.

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Insights that put your customers at the center of your business

Make informed, AI-supported decisions at every stage of the customer journey with rich data and insights about your customers and your business—all at your fingertips.

Optimized

Connect all your processes, gain end-to-end visibility, and reduce friction across the enterprise.

Insightful

Empower your teams with real-time insights that help them build customer relationships and seize opportunities.

Impactful

Realize value and accelerate growth with AI that helps you anticipate customer needs and adapt to market uncertainty.

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Drive growth with innovative commerce

Capture market opportunities and increase revenue through engaging storefronts that deliver personalized buying experiences.

Explore the SAP Commerce Cloud solution

Unlock value from customer data

Exceed targets while reducing compliance risks through comprehensive insights that reveal new opportunities and buying patterns.

Explore SAP Customer Data Platform

Increase ROI with targeted marketing

Identify valuable audience segments, deliver personalized omnichannel experiences, and measure campaign performance precisely.

Explore SAP Emarsys

Reduce costs while delighting customers

Solve issues faster and increase efficiency with AI automation that reduces repetitive tasks and elevates experiences at every touchpoint.

Explore the SAP Service Cloud solution

Increase sales win rates and efficiency

Enable teams to focus on high-value interactions by automating routine processes, resulting in stronger relationships and more sales.

Explore the SAP Sales Cloud solution

Empower teams with AI intelligence

Equip global staff with tools that streamline decisions, automate tasks, and drive efficiency across sales, service, and commerce.

Explore SAP CX AI Toolkit

See how customers are succeeding with CX solutions from SAP

50% less time for contract creation

Find out how MVV Enamic transformed lead and contract management processes to improve purchasing experiences for its partners.

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~1,000 daily logins to a mobile app

Discover how Toyota Motor Philippines digitalized its sales and service channels to support a smooth customer experience.

Read the customer story

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Explore our CX software innovations

See product road maps, new solutions, and planned innovations.

AI agents for sales and service

Use autonomous AI agents, a feature of SAP CX AI Toolkit, to route cases, create knowledge content, and find answers instantly.

Explore SAP CX AI Toolkit

Explore all CX innovations

Road map for SAP Customer Experience solutions

Learn about planned innovations, future releases, and product visions for the SAP Customer Experience portfolio.

View the product road maps

3rd Party White Paper

Using AI as a Driver to Transform the Organization

Discover how B2B leaders are leveraging AI to boost profitability across marketing, analytics, and customer experience.

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See what analysts are saying about SAP

Gartner® Magic Quadrant™ for Digital Commerce

SAP is honored to be the only vendor to be named a Leader 10 times since 2014.*

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Gartner® Magic Quadrant™ for Personalization Engines

For a sixth consecutive time, we’re recognized in the Leaders Quadrant.*

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Resources

VALIDATION STUDY

Analyzing the benefits of CX with ERP

Learn the economic benefits of SAP CX integrated with SAP ERP, including better customer experiences and higher productivity.

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WHITEPAPER

Managing exponential change with intelligent CX

Discover how you can create deeper connections with customers even as demands shift and challenges grow. 

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WEBCAST AND E-BOOK

Implementing AI and winning customers for life

Get quick steps for implementing AI and learn how AI revolutionizes customer experiences and loyalty with powerful new tools.

Read the e-book

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REPORT

Providing differentiated customer experiences

Explore the technology, data insights, and business processes driving exceptional customer experiences in this IDC survey.

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View all customer experience resources

Frequently asked questions

: CRM stands for customer relationship management. CRM software is technology that analyzes and manages customer interactions and data throughout the customer lifecycle, thereby building better customer experiences, better customer service, and better business relationships while increasing revenue.
: The customer experience is how interactions with your brand or product make customers feel. A customer can be a business (B2B) or a person (B2C) and the spirit of honoring their journey is the same. It’s their experience, and if you plan for it, it will be a good experience.
: Before being acquired by SAP, hybris was an e-commerce software company serving both B2B and B2C companies. In 2018, hybris officially became the SAP Commerce Cloud solution, part of the SAP Customer Experience portfolio.

Now, hybris’ omnichannel e-commerce capabilities are deeply integrated into the SAP cloud technology ecosystem, enabling the enhanced data and tools that sellers need to optimize margins and drive customer loyalty.

Learn more
: Before being acquired by SAP, Gigya was a software company providing customer identity and access management (CIAM) and consent data management solutions. In 2017, SAP announced the acquisition of Gigya.

Today, Gigya’s software capabilities are integrated into our customer data solutions. This portfolio helps businesses grow revenue by delivering trusted, personalized customer experiences at scale. Such outcomes make marketing campaigns more effective, improve the sales experience, and drive more personalized commerce and customer service interactions—all while building customer trust.

Learn more

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