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Deliver In-Moment Customer Experiences

Create in-the-moment customer experiences and individualized marketing across channels

Engage customers in the right moments. Understand the customer’s context, intents and motivations to make relevant and timely offers and messages that fulfils the customer’s wants and needs. Engage seamlessly through personalised interactions across Web, call centre, storefront, mobile, or social media channels.

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Solution Capabilities

Included Capabilities

Omnichannel Customer Experience

Strengthen customer loyalty through behaviour-based, real-time personalisation

  • Market to an audience of one by creating targeted and highly personalised omnichannel customer experiences in real time
  • Improve the relevance of experiences by leveraging a 360-degree view of customers and analysing customer data
  • Make experiences available across all touchpoints with intuitive interfaces for creating and managing Web content
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Marketing Recommendations

Increase profits with real-time personalisation of
marketing recommendations across channels

  • Develop contextual, individualized marketing recommendations based on buying behaviour and interactions, and predictive algorithms
  • Optimise marketing recommendations for the best offers with self-learning models
  • Personalise online marketing experiences in real time to increase cross-sell and up-sell conversion and average order size
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Digital Advertising

Gain control and maximise return on digital advertising with the SAP Exchange Media platform

  • Plan, execute, measure, and optimise digital media campaigns in real time with a cloud platform that connects advertisers and publishers directly
  • Optimise campaigns with real-time sales data, benchmarks, and recommendations from advanced algorithms
  • Increase transparency on spend by using a fully digitized and integrated procurement process

SAP Exchange Media

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Remarketing

Analyse browsing behaviour and improve customer
experiences with advanced remarketing capabilities

  • Assess and score online behaviours in real time and automate retargeting efforts to personalise follow-ups and convince shopping-cart abandoners to finish their purchase
  • Use lead scoring to trigger marketing and follow-up actions for
    business-to-business customers
  • Improve conversion rates by immediately delivering relevant messages in the moment
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Cross-Channel Engagement

Engage customers in the moment with
contextually-relevant experiences across the customer journey

  • Deliver contextually-relevant engagements based on real-time events captured in a central, continuously enriched customer profile
  • Launch multiwave campaigns that are event-triggered or automate relevant, omnichannel marketing content, messaging, and offers
  • Personalise online experiences to convert buying behaviour and interests into sales

SAP Hybris Customer Journey Manager

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Loyalty Management

Convert customers into loyal advocates with multichannel loyalty programs that create relevant, consistent customer experiences

  • Create targeted loyalty programs that offer relevant and personalised rewards
  • Maintain a consistent customer experience across multichannel loyalty programs
  • Close the loop from initial distribution of points to final fulfilment
  • Include partners in loyalty programs to extend the customer experience.
  • Capture customer behavioural information to continually fine-tune your loyalty program
  • Provide loyalty rewards that enhance customer retention, build long-term advocacy, and encourage online referrals
  • Apply integrated loyalty programs that are tightly coupled with core marketing and commerce capabilities
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Solution Delivery Options

  • SAP offers delivery options to deliver in moment customer experiences. Foundational products include SAP Hybris Marketing Cloud. Find out more about this and other products here.
  • Additional product options may be deployed as part of this solution. Find out more about these products within each Solution Capability.
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Optimising customer engagements 

With over a billion daily active users on average, Facebook is the most popular social network worldwide, and a natural platform to engage with your best customers and prospects.  Find look-a-likes of your best customers in Facebook and engage them through targeted personalised ads using SAP Hybris Marketing Cloud.

Context, commerce and customer

In the CMO Council report, 67% of senior marketers and commerce executives admitted that marketing and commerce technologies were essential to their organisations’ overall effectiveness and performance. But it has not quite reached technology synchronicity with other stakeholders in order to reach its full potential.

The contextual marketing imperative

Forrester research paper on the key gaps between consumers’ expectations of personalised marketing and what marketers are actually delivering today. Take an in-depth look at the four key findings and new strategies you can use to bridge the gaps.

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Take the fast train

Our integrated, quick-to-deploy solutions can get you up and running in a matter of weeks with the functionality you need to rapidly attract prospects, consistently retain customers, and close more deals.

Reimagine the way you do business with SAP Digital Business Services

Businesses everywhere are transforming into digital enterprises – but it’s not always that easy. SAP Digital Business Services can help guide your transformation journey every step of the way, from strategy to technology implementation and beyond.

Our experts take a holistic approach, helping you identify and implement new processes and capabilities while ensuring your operations continue to run smoothly. We’ll work to make sure your SAP software delivers ongoing, unsurpassed value as you address the evolving demands of the digital economy. 

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Quickly adopt and maintain SAP solutions

Get the support you need to efficiently implement and operate your SAP solutions – and take advantage of new technologies. We offer a range of support services, from foundation level to strategic engagement and co-innovation.

View product documentation

Get a wealth of information – about everything from installation and upgrades to security, integration, and product availability.

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