3 Ways SAP Cloud for Customer (C4C) Can Change Business-to-Consumer Relationships in the Philippines

As of January 2016, it is estimated that around 47% of all Filipinos are active on social media, with 46% of our total population accessing the internet at least once a day. These figures are projected to increase within the next couple of years as Filipinos continue to embrace a digital lifestyle.

For consumers, this indicates empowerment in decision-making: almost anything they could ever need can be looked up and researched online. Conversations between consumers can even be held at a global level through social media.

For businesses, this means finding a way to filter out online noise and listen to what your customer is actually saying.

What is CRM?

Traditionally, Customer Relationship Management (CRM) solutions are systems that collect and manage customer data. They allow businesses to craft and deliver campaigns with a target demographic in mind.

But with the emergence of various social media platforms, Marketing today is more than just getting your message across to the right people. It is also important to be able to listen to what consumers are saying about your brand so that you can plan and act strategically.

SAP Cloud for Customer goes beyond CRM.

SAP Cloud for Customer (C4C) enhances the basic functions of traditional CRM. By integrating with email and social media platforms, Cloud for Customer lets you focus on each and every individual that’s interacting with your business.

SAP Cloud for Customer keeps track of your relationships with customers and potential customers alike – this includes basic contact information, preferences, and a log of all your conversations. It then stores this data in one secure database that your Sales and Marketing teams can easily access wherever they are and whenever they need to.

We spoke with some of the businesses we’ve previously enabled with Cloud for Customer and below are three of the most significant changes the solution has made for them:

Converse well with your audience.

Cloud for Customer gathers data on all your customers and gives you valuable insight on how to hold meaningful conversations with them. Your team can launch a relevant campaign at the right time or even deliver the perfect sales pitch to the client by strategically determining which topics to focus on and which topics to avoid.

Customers don’t like to be kept waiting and a fast response boosts customer experience which, in turn, increases trust and loyalty to your brand. With Cloud for Customer monitoring all your channels for communication, you’re instantly notified whenever an inquiry arises so that you can respond as fast as possible to every inquiry sent in.

Capitalize on every opportunity.

Stay attuned to upcoming trends with Cloud for Customer’s build-in analytics tools. Identify popular topics to capitalize on potential opportunities and simpliyfy measuring and reporting with a built-in report designer that lets you analyze data with ease.

Get answers to inquiries right on the first try.

Conversations unfold rapidly through social media and customer opinion on your brand can easily shift with a single bad experience that’s left unresolved. Cloud for Customer lets you filter inquiries and relay them to the expert who can best solve them.

Show customers that you genuinely care about their concerns by responding fast and highlight your industry expertise by providing them with the right solutions on the first try.

 

Although CRM has long been seen as an embellishment to the ERP system that a business has in place, the ever-growing influence of the internet and social media on the way people live today has shifted the status quo in selling. The customer now holds the power in decision-making and listening to their demands can give businesses the edge they need over the competition.


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Rain Bernardino
Cye Dela Cruz
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