As many companies undertake the digital transformation to SAP S/4HANA, they anticipate a reimagining of business processes and systems. Yet, customer-facing systems such as Customer Relationship Management (CRM) and e-commerce often remain overlooked. The integration of SAP Customer Experience (CX) Solutions into the S/4HANA transformation, however, is crucial for a company’s long-term success and competitiveness. Ignoring CRM and related systems in the S/4 transformation can lead to inefficient processes and costly follow-up projects.

Why Simultaneous Implementation of SAP CX for CRM and E-Commerce Is Essential During S/4HANA Transformation

  • Efficiency and Seamless Integration: Optimizing CX processes parallel with S/4HANA enables seamless integration into the new systems, minimizing potential challenges and ensuring a smooth transition.
  • Accelerated Value Realization: By incorporating SAP CX (such as CRM) during the transformation, companies can achieve faster value realization, leading to a quicker return on investment.
  • A Holistic Approach: Parallel transformation allows for a comprehensive approach where CX processes are integrated into the redesigned business processes from the outset. This alignment better supports corporate goals.
  • Reduced Disruption: Separate adjustments following the S/4HANA transformation could disrupt regular operations. By implementing these changes in parallel, companies can minimize interruptions and allow for a phased rollout.
  • Employee Acceptance and Future Readiness: Integrating CX processes during the transformation familiarizes employees with changes progressively, ensuring that the company remains agile and prepared for future demands.

At the heart of successful companies is a commitment to customer experience. Integrating CX processes in CRM, sales, service, marketing, and e-commerce into the S/4HANA transformation is not an optional step but a necessary investment in sustained competitiveness. Companies that view CX as integral to the transformation not only streamline processes and improve customer interactions but also achieve a lasting competitive edge and higher customer satisfaction.

In today’s dynamic business world, considering CX processes from the outset and embedding them in the S/4HANA transformation is essential. This holistic approach allows companies to leverage the advantages of modern technology while providing an exceptional customer experience that fuels business success and growth.