SAP C/4HANA
An Introduction
2nd Edition
Published on 28. April 2019
Book
Hardback
383 pages
978-1-4932-1809-7 (ISBN)
Description
Dive into the new SAP C/4HANA suite! Understand how SAP C/4HANA handles marketing, commerce, sales, service, and customer data processes-and identify which solutions fit your organization's CX needs. Then explore integrations to SAP S/4HANA, extensions using SAP Cloud Platform, and applied artificial intelligence using SAP's intelligent technologies. Learn how can serve your customers better-from the demand chain all the way down to the supply chain!
More details
Other editions
Previous edition
Sanjjeev K. Singh | Sven Feurer | Marcus Ruebsam
SAP Hybris
Commerce, Marketing, Sales, Service, and Revenue with SAP
Book
07/2017
1st Edition
SAP PRESS
€69.95
Article exhausted; check for reprint
Persons
Author
Sanjjeev K. Singh is a managing partner at ASAR America. He has 17 years of experience working as a consultant on SAP CRM, SAP Hybris Cloud for Customer, and SAP ERP Sales and Distribution projects. In his current role, he works as an SAP CRM and SAP Hybris Cloud for Customer solution architect and lead consultant.
Drew Messinger-Michaels co-created the Functional Consulting and Business Value Consulting groups within SAP Hybris Expert Services, along with offerings such as the Commerce Capabilities Workshop, Solr Workshop, Roles and Permissions Workshop, Hybris Health Check, and Functional Analyst Certification. He writes and podcasts about arts, culture, and technology, online and elsewhere.
Sven Feurer is the senior director of product management for the SAP C/4HANA suite. In his current role, he is leading the adoption of intelligent technologies and analytics across SAP C/4HANA. With more than 13 years of experience in various roles, Sven has a broad set of expertise with the SAP Customer Experience portfolio as well as technical knowledge of enterprise architecture and cloud platform technologies. For years, Sven has been driving strategic programs and rollout activities in the context of CRM and customer experience, as well as supporting long-term customer relationships and strategic business development.
Thomas Vetter is the senior vice president for development of SAP C/4HANA.
Content
... Foreword ... 15
... 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
1.4 ... 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
2.9 ... Summary ... 84
3 ... Commerce ... 85
3.1 ... SAP's Strategy for Commerce ... 86
3.2 ... Commerce with SAP C/4HANA ... 87
3.3 ... Core Commerce ... 93
3.4 ... Industry Accelerators ... 101
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
3.12 ... Summary ... 135
4 ... Sales ... 137
4.1 ... SAP's Strategy for Sales ... 138
4.2 ... Sales Automation ... 139
4.3 ... Sales Performance Management ... 170
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
4.9 ... Partner Relationship Management ... 186
4.10 ... Reporting and Analytics ... 188
4.11 ... Integrations ... 190
4.12 ... Summary ... 194
5 ... Service ... 195
5.1 ... SAP's Strategy for Service ... 196
5.2 ... Customer Service ... 198
5.3 ... Field Service ... 221
5.4 ... Reporting and Analytics ... 231
5.5 ... Integrations ... 237
5.6 ... Summary ... 244
6 ... Customer Data ... 245
6.1 ... SAP's Strategy for Customer Data ... 246
6.2 ... Customer Identity Management ... 258
6.3 ... Customer Consent Management ... 269
6.4 ... Customer Profile Management ... 277
6.5 ... Reporting and Analytics ... 281
6.6 ... Integration ... 284
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
7.4 ... Project Kyma and SAP Cloud Platform Extension Factory ... 307
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
10.3 ... Applying Implementation Best Practices ... 363
10.4 ... CX Works ... 369
10.5 ... Summary ... 370
... The Authors ... 373
... The Contributor ... 374
... Index ... 375
... 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
1.4 ... 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
2.9 ... Summary ... 84
3 ... Commerce ... 85
3.1 ... SAP's Strategy for Commerce ... 86
3.2 ... Commerce with SAP C/4HANA ... 87
3.3 ... Core Commerce ... 93
3.4 ... Industry Accelerators ... 101
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
3.12 ... Summary ... 135
4 ... Sales ... 137
4.1 ... SAP's Strategy for Sales ... 138
4.2 ... Sales Automation ... 139
4.3 ... Sales Performance Management ... 170
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
4.9 ... Partner Relationship Management ... 186
4.10 ... Reporting and Analytics ... 188
4.11 ... Integrations ... 190
4.12 ... Summary ... 194
5 ... Service ... 195
5.1 ... SAP's Strategy for Service ... 196
5.2 ... Customer Service ... 198
5.3 ... Field Service ... 221
5.4 ... Reporting and Analytics ... 231
5.5 ... Integrations ... 237
5.6 ... Summary ... 244
6 ... Customer Data ... 245
6.1 ... SAP's Strategy for Customer Data ... 246
6.2 ... Customer Identity Management ... 258
6.3 ... Customer Consent Management ... 269
6.4 ... Customer Profile Management ... 277
6.5 ... Reporting and Analytics ... 281
6.6 ... Integration ... 284
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
7.4 ... Project Kyma and SAP Cloud Platform Extension Factory ... 307
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
10.3 ... Applying Implementation Best Practices ... 363
10.4 ... CX Works ... 369
10.5 ... Summary ... 370
... The Authors ... 373
... The Contributor ... 374
... Index ... 375