Launched last summer C/4Hana is SAP’s latest attempt to appeal to users of the CRM market leader Salesforce. Despite all the media coverage and information available on-line, clients are now trying to understand if C/4Hana should be considered as part of future upgrade cycles. As companies adapt business models and launch new IT initiatives to satisfy clients' ever increasing expectations, SAP is playing catch up by continuing to acquire solutions to enhance its existing Customer Experience product portfolio.
C/4Hana goes beyond a rebranding
Although some might unfairly say that this is just the newest iteration of a pure rebranding move, with the launch of C4/Hana, SAP has announced a more comprehensive and well-rounded set of cloud-solutions that integrate front-and-back office in a very powerful way.
C/4Hana is a portfolio of products including previous solutions such as Hybris, YaaS and C4C but also enhancing the offering with new applications such as CallidusCloud, Gigya and Coresystems - which were part of latest acquisitions in the Customer Experience area.
When you think about enterprise functions that touch or impact customers (actions, behaviors, data), SAP offers now better front-office solutions to support marketing, sales & customer services with superior consumer data protection.
What’s the difference between Customer Experience (CX) and C/4Hana?
SAP Customer Experience (or SAP CX for short) is the overall capability that empowers organizations to improve corporations’ service lines (Marketing, Sales and Customer Services) that target, acquire and support clients’ relationships. Customer Experience suite is powered by SAP resources and architecture elements that make it easier to integrate customer-facing business processes with SAP S/4HANA and SAP Leonardo, for example.
SAP C/4HANA is a portfolio of five cloud solutions that uses SAP Cloud Platform as the integration hub with SAP S/4HANA and other applications:
Does SAP C/4HANA require SAP S/4HANA?
Although C/4Hana has a built-in business integration with S/4 Hana, it does not require S4 to run. In addition, C/4Hana will also integrate with ECC. However, it can be deployed on its own without an SAP ERP back end.
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The author is Roberto Kirsten, a Managing Principal at Lydian Global Business Services. Lydian’s compelling combination of deep industry expertise, custom developed Products and Solutions, well-articulated vision and its ability to mix and match the right set of innovation, practical business problem-solving skills understanding customers pain points and designing right solutions keeping customer in mind, help organizations to derive the additional value that businesses expect from their investments in Enterprise Technologies and Digital Transformation journey.