SAP Delivers New Innovations for Customer Engagement, Drives Double-Digit CRM Growth

WALLDORF — To gain advantage in today’s competitive, global economy, companies need to know their customers better than ever and engage them in more personal, meaningful and industry-specific ways. And SAP AG is expanding its portfolio of customer relationship management (CRM) offerings to help do this. The company today announced the launch of new customer-centric industry versions of customer engagement solutions designed for insurance, utilities and retail.

SAP continues to deliver innovative new cloud-based solutions for modern marketing, sales and customer service with hundreds of enhancements across its customer engagement solutions. These enhancements leverage the powerful SAP HANA Cloud Platform to deliver additional predictive analytics, more streamlined business process execution and deeper integration with existing CRM and financial software investments. Among the new enhancements delivered in the latest release are a family of industry-specific cloud-based customer engagement solutions for:

  • Insurance: A next-generation “lead-to-policy” cloud solution for property and casualty insurers, designed to help insurers better engage with customers throughout the buying process.
  • Utilities: A business-to-business (B2B) sales solution that helps sales personnel engage with commercial and industrial customers through a single solution to help build better relationships, capture insights and close deals.
  • Retail: A solution designed to help store employees deliver a next-generation in-store experience by empowering them to provide personalized assistance and streamline the customer journey by providing unique offers, making product recommendations and locating available product inventory across stores.

SAP is also introducing a new and robust cloud-based marketing performance dashboard that delivers combined sales and marketing insights to executives. It displays key marketing and sales performance measures in real time based on current operational data and delivers proactive intelligent notifications for exceptions that require immediate action, such as notice of budget overruns or under-performing campaigns or surprise successes like hit offers or over-performing product launches.

The dashboard is available on any device, is intuitive, easy-to-personalize and allows leaders to quickly drill into details to understand the reasons behind the metrics. The dashboard can present data from any connected source system so executives can leverage their existing marketing system landscape. It is pre-integrated with other SAP products, including the SAP CRM and SAP ERP applications, the SAP Customer Engagement Intelligence solution and the SAP Jam social software platform as well as with products from SAP partners such as Marketo, NetBase, Avention and Fan Appz.

“Customer engagement is top of mind as businesses continue to figure out ways to put the customer first. We believe Gartner’s report validates the growth of the CRM market and the strength of SAP solutions as we gain market share through increased adoption of cloud solutions for CRM,” said Jamie Anderson, global vice president, Product Marketing, Customer Engagement Solutions, SAP. “The announcement of our industry-specific solutions validates our commitment to the cloud and to further developing our customer engagement solutions to offer businesses new ways to evolve their CRM landscape.”

Customer engagement solutions from SAP are part of the company’s portfolio of cloud-based CRM solutions designed to increase the efficiency and effectiveness of marketing, sales and service organizations, which includes SAP Cloud for Sales, SAP Cloud for Service and SAP Cloud for Social Engagement solutions. In addition, hybris, an SAP company, delivers an omni-channel commerce software suite that is best-in-class, helping a company execute all its direct selling processes and present a single view and a unified experience to all its customers.

For more information, visit the SAP News Center.Follow SAP on Twitter at @sapnews.

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With SAPPHIRE NOW, SAP offers customers, partners and prospects even more opportunities to engage in dialogue with peers, participants and thought leaders around the globe. Being held in Orlando, Florida, June 3-5, 2014, this enhanced, real-time event connects attendees on site with global participants through state-of-the-art broadcast studios and an online experience that incorporates the latest social media and community functionality. Whether on site or online, participants can gain insight as to how SAP is delivering on its product strategy and helping organizations around the world to run better. For more information, Follow SAPPHIRE NOW on Twitter at @SAPPHIRENOW and for news and coverage during the event, visit the SAP News Center

For more information, press only:
Andrea Meyer, +1 (415) 370-7329,, PDT
SAP News Center press room;
Britt Gottlieb, PAN Communications, (617) 502-4300,, EDT