Preface

17

Who This Book Is For

17

How This Book Is Organized

18

Acknowledgments

20

Conclusion

21

1 SAP C/4HANA at a Glance

23

1.1 The Customer Experience Revolution

23

1.2 Architecting an Intelligent Enterprise

26

1.3 SAP C/4HANA Suite and Customer Experience Solutions

29

1.3.1 Cloud Solutions

30

1.3.2 Suite Attributes

33

1.4 Extensions and Microservices Architecture

38

1.5 Summary

40

2 Marketing

41

2.1 SAP’s Strategy for Marketing

42

2.2 Dynamic Customer Profiling

43

2.3 Customer Attribution

50

2.4 Audiences, Campaigns, and Journeys

54

2.5 Lead Management and Account-Based Marketing

58

2.6 Marketing Planning and Performance

62

2.7 Marketing Analytics

69

2.8 Integration

77

2.8.1 SAP C/4HANA

77

2.8.2 SAP S/4HANA and SAP ERP

81

2.8.3 SAP Customer Relationship Management

82

2.8.4 Open APIs for Third-Party Integration

83

2.9 Summary

84

3 Commerce

85

3.1 SAP’s Strategy for Commerce

86

3.2 Commerce with SAP C/4HANA

87

3.2.1 Business-to-Consumer Commerce

88

3.2.2 Business-to-Business Commerce

90

3.3 Core Commerce

93

3.4 Industry Accelerators

101

3.4.1 Telcommunications and Utilities

101

3.4.2 Financial Services

103

3.4.3 Travel

105

3.4.4 Citizen Engagement

106

3.5 Product Content Management

107

3.6 Order Management

110

3.7 Customer Experience Management with SmartEdit

113

3.8 Upscale Commerce and Extensions

123

3.9 Data Integration

124

3.10 Configure, Price, and Quote

125

3.11 Integration

128

3.11.1 SAP C/4HANA

128

3.11.2 SAP S/4HANA

131

3.11.3 SAP Customer Relationship Management

133

3.11.4 Open APIs for SAP and Third-Party Integration

134

3.12 Summary

135

4 Sales

137

4.1 SAP’s Strategy for Sales

138

4.2 Sales Automation

139

4.2.1 Account and Contact Management

139

4.2.2 Sales Marketing

146

4.2.3 Lead Management and Opportunity Management

148

4.2.4 Activity Management

158

4.2.5 Visit Planning and Execution

161

4.2.6 Quotation and Order Management

164

4.3 Sales Performance Management

170

4.3.1 Commission Management

170

4.3.2 Territory Management and Quota Management

172

4.4 Forecasting and Pipeline Management

174

4.5 Configure, Price, and Quote

176

4.6 Contract Life Cycle Management

178

4.7 Subscription Billing and Revenue Management

180

4.8 Sales Learning and Sales Content Management

183

4.8.1 Sales Learning

183

4.8.2 Sales Content Management

185

4.9 Partner Relationship Management

186

4.10 Reporting and Analytics

188

4.11 Integrations

190

4.11.1 SAP C/4HANA

190

4.11.2 SAP S/4HANA

192

4.11.3 Open APIs for Third-Party Integration

194

4.12 Summary

194

5 Service

195

5.1 SAP’s Strategy for Service

196

5.2 Customer Service

198

5.2.1 Virtual Agents and Customer Self-Services

198

5.2.2 Customer Contact Center

202

5.2.3 Workflows and Case Management

218

5.2.4 SAP Service Ticket Intelligence

219

5.3 Field Service

221

5.3.1 Mobile Field Service Solution

222

5.3.2 Workforce Scheduling and Dispatching

224

5.3.3 Crowd Service Network

228

5.3.4 Mobile Self-Services

230

5.4 Reporting and Analytics

231

5.4.1 Reporting in SAP Service Cloud

231

5.4.2 Reporting in SAP Customer Engagement Center

235

5.4.3 Reporting in SAP Field Service Management

236

5.5 Integrations

237

5.5.1 SAP C/4HANA

237

5.5.2 SAP S/4HANA

241

5.5.3 Open APIs for SAP and Third-Party Integration

242

5.6 Summary

244

6 Customer Data

245

6.1 SAP’s Strategy for Customer Data

246

6.1.1 Regulation Compliance

246

6.1.2 Administration Console

251

6.1.3 Screen-Sets

253

6.1.4 User Interface Builder

255

6.2 Customer Identity Management

258

6.2.1 Terms and Functions Overview

259

6.2.2 Registration-as-a-Service

264

6.2.3 Social Login

267

6.2.4 Progressive Profiling

268

6.3 Customer Consent Management

269

6.3.1 Consent Management Overview

270

6.3.2 Communication Preferences and Preference Center

274

6.3.3 Consent Vault

276

6.4 Customer Profile Management

277

6.4.1 Identity Access

278

6.4.2 Profile Management and Data Store

280

6.5 Reporting and Analytics

281

6.6 Integration

284

6.6.1 SAP C/4HANA

284

6.6.2 SAP Cloud Platform and SAP S/4HANA

290

6.6.3 Open APIs for Third-Party Integration

292

6.7 Summary

294

7 Microservices and SAP Cloud Platform Extension Factory

295

7.1 Microservices

296

7.2 Serverless Computing

297

7.3 Side-by-Side Extensibility

298

7.3.1 Side-by-Side Model

299

7.3.2 Side-by-Side Extension Patterns

301

7.3.3 Side-by-Side Extensions versus In-App Extensions

306

7.4 Project Kyma and SAP Cloud Platform Extension Factory

307

7.4.1 Architecture and Technology Overview

308

7.4.2 Kubernetes and Serverless Runtime

310

7.4.3 Service Catalog

312

7.4.4 Application Connectivity

313

7.4.5 Service Management and Application Programming Interface Exposure

315

7.4.6 Operations

317

7.5 Summary

318

8 The Intelligent Enterprise

319

8.1 Lead-to-Cash Process

320

8.2 Integration Scenarios

323

8.3 Embedded Intelligence

326

8.4 SAP Fiori User Experience

328

8.5 Summary

332

9 Intelligent Technologies

333

9.1 SAP Analytics Cloud Framework

335

9.2 Machine Learning with SAP Leonardo

342

9.3 SAP Conversational AI

345

9.4 Open Data Initiative

349

9.5 Summary

350

10 First Steps to SAP C/4HANA

353

10.1 Evaluating your Operations

354

10.2 Choosing a Target Architecture

358

10.2.1 Omnichannel Commerce and Contextual Marketing

358

10.2.2 Services Sales and High-Volume Subscription Billing

360

10.2.3 Sales and Service Teams Productivity

361

10.2.4 Sales Opportunities with Digital Marketing Intelligence

362

10.3 Applying Implementation Best Practices

363

10.3.1 Implementation Best Practices

364

10.3.2 Rapid Deployment Solutions

365

10.3.3 SAP Education

366

10.4 CX Works

369

10.5 Summary

370

The Authors

373

The Contributor

374