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Customer Engagement and Personalisation Solutions

Optimise customer service by personalising interactions for stronger customer engagement and loyalty and increased sales

Inform consumers, suggest products, and influence shopping behaviour in real time across channels, including in store, with mobile devices and SAP software. Develop deep insights from campaigns and consumer shopping behaviour by combining system-stored data with real-time data. Suggest personalised offers based on previous multichannel interactions. Promote engaging marketing campaigns, stronger customer loyalty, larger basket sizes, and better overall sales to exceed customer demands.

Learn more about our customer engagement and personalisation solutions

The Shoppers Experience Bloomberg Research Report

By delving more deeply into consumer behaviour data and adding real-time capabilities, retailers can craft a more tailored, in-the-moment shopping experience across multiple channels. Read this Bloomberg Businessweek Research Report to learn more.

Solution Capabilities

Explore the capabilities of our customer engagement and personalisation solutions:

Market Recommendations

Increase profits with personalised, real-time marketing recommendations

Deliver intelligent marketing recommendations for products and services in real time. SAP solutions can help you:

  • Develop context-relevant, personalised recommendations based on each customer's purchasing behaviour and predictive algorithms
  • Optimise recommendations for the best offers with self-learning models
  • Personalise e-commerce experiences
  • Increase conversion of cross-sell and up-sell offers as well as average order size
Loyalty Management (CRM)

Turn consumers into advocates with multichannel loyalty programs that create relevant, consistent customer experiences

Create targeted loyalty programs that offer relevant and personalised rewards with marketing software from SAP. Build loyalty with incentives and rewards without dropping prices. 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.

Loyalty Management (Cloud)

Reward, recommend, and retain customers with cloud-based loyalty management

Deliver a premium customer experience with cloud-based programs for multichannel loyalty management. SAP solutions can help you:

  • Move beyond traditional loyalty card-based schemes to enhance customer relationships and their lifetime value
  • Provide loyalty rewards that are meaningful and personalised to enhance customer retention, build long-term advocacy, and encourage referrals
  • Apply integrated loyalty programs that are tightly coupled with core marketing and commerce capabilities
Contextually Relevant Customer Experience

Create targeted and highly personalised customer experiences in real time

Strengthen customer loyalty by creating highly targeted, contextually relevant experiences and marketing campaigns, taking content personalisation to a new level. Our marketing software can help you:

  • Market to an audience of one by using advanced, behaviour-based personalisation in real time
  • Gain a 360-degree view of customers, analyse customer data, and create targeted experiences
  • Make the experiences available on all touch points with intuitive Web-content management capabilities



Analyse browsing behaviour and personalise experiences with remarketing

Assess and score all online browsing behaviours in real time with a more effective remarketing strategy. SAP solutions can help you:

  • Automate the triggering of personalised follow-ups to convince shopping-cart abandoners to finish their purchase
  • Use lead scoring to trigger follow-up actions from business-to-business customers
  • Improve conversion rates by immediately delivering relevant messages in the moment
Cross-Channel Engagement

Inspire cross-channel engagement with contextually relevant experiences

Understand the full context of your customers to enable cross-channel engagement at every stage of the buying journey. SAP solutions can help you:

  • Deliver unique experiences with real-time information
  • Launch personalised, multiwave campaign that are event-triggered or automated
  • Personalise e-commerce experiences and translate customer interest into conversion
  • Enrich the customer profile continuously and deliver more contextually relevant engagements over time
Social Campaigns and Engagement

Manage your brand with targeted social engagement

Give customers and prospects the personalised experience they deserve with SAP marketing software for building social campaigns and engagement. Empower your marketing and customer service teams to collaborate and respond quickly to customer inquiries, issues, or comments on social media channels. Engage your audience with targeted social campaigns that let you reach the prospects you know, as well as unknown prospects with similar identities, behaviour, and interests.

Customer Service

Gain real-time insight into service performance with powerful analytics and intuitive dashboards

Capture a true measure of customer service performance with cloud-based analytics software from SAP. Track real-time service performance with prebuilt dashboards. Use embedded reports to evaluate response times, average handling times, service priorities, and escalation trends. Our customer service analytics software also lets your service representatives and managers create their own operational reports, dashboards, and KPIs using intuitive wizards.

Learn more about our customer service solutions



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.


Reimagine the way you do business with SAP Digital Business Services

The digital economy is having a profound impact on SAP customers and requires a new level of orchestration to evolve your business, unleash full business value, and ensure business continuity. SAP Digital Business Services brings business and IT together to help you reimagine your business using our digital business framework.

Based on over 40 years of experience working with the world’s most progressive organisations and a robust partner ecosystem, SAP Digital Business Services can guide you on the path to innovation and digital transformation, while securing critical business processes.


Evolve your business by breaking new ground with a trusted adviser who knows you best

Unleash the full business value of your SAP investment and define a clear digital road map to adoption

Ensure business continuity with active guidance, while migrating to next-generation technology

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