Wednesday, June 21, 2017

Create a "view" from your Cloud 4 Customer data source for use in your reports

With SAP Cloud for Customer (C4C) Analytics you can create very nice reports that provide real-time data. The flexibility C4C offers, gives the user the data they want to see, when and wherever they want. This is a big advantage of C4C and the possibilities seem endless. This really engages the user in working with their own data and often triggers them to request new features.

During one of my assignments a request for a report was made containing only certain data from a datasource and joining it with another datasource. The best way would be to create views from existing datasources instead of filtering in the report itself. In this blog I want to show you how to create a view from a data source. This works very well but should only be used for data that does not change very often.

Wednesday, June 14, 2017

Just Start!

It is hardly a cliché to always retrieve in a blog on the prominent examples of (world) known organizations that have been seeking bankruptcy in recent years. It has become clear that in the current market nothing is certain.
If you are successful today, that success can turn into stagnation or retardation tomorrow.
No organization wants to be caught by reality and getting into the same waters as those previously renowned market names that no longer exist today.
What’s certain is that there are an increasing number of innovative organizations at the gates of the established order to change the game forever and forever.
For example, Facebook with a bank license, Google, which starts insurances, The Ali Baba Group, which spreads the financial world with the Ant Financial Services Group (formerly Alipay) and the Powerwall of Tesla.
These innovators or perhaps more disruptors are following up quickly and ensure organizations that they have to be alert for unexpected threats at all times.
There are organizations from the 'old world' that are doing fine thanks to the flourishing economy. In spite of that fact, they are not ready for the future and are certainly not sure if they will survive the first emerging innovator in their market.

Friday, June 9, 2017

SAP Run Like Never Before 2017 #RNLB17

As proud sponsor of the SAP Run Like Never Before event, Acorel wishes all particpants of the SAP Run like never before 2017 the best.

The RNLB is a 5x5km relay charity event hosted by SAP the Netherlands where SAP, Partners and Customers run a total of 25km per team, sponsoring the Krajicek foundation.

To all participants, good luck!

Afbeeldingsresultaat voor running

Wednesday, June 7, 2017

Creating Drill Down Reports on the Cloud for Customer Survey Data source

Measuring customer satisfaction, registering customer feedback during visits or ...... it can all be done in SAP Cloud for Customer using Survey's.
Surveys are fully flexible and allow you to setup a dynamic sequence of questions and answers, allowing you to gain insight in what is driving your business.
In many cases you might want to report on question dependencies. For instance, 'what do customers that answered A to question 1, answer to question 2. This will provide a real drill down report with the Survey.

Lets look at this requirement with a Net Promotor Score (NPS) example.
Question 1 NPS Question:  How likely are you to recommend us to a friend or colleague?
Question 2 Root Cause Question:  What is the main reason for this rating?

We would like to do a Pareto analysis on the root cause per NPS Score. In other words, what is the main reason why people would recommend us and what is the main reason why they wouldn't?. This can be done in a nice column diagram that is sorted in counter. But the data needs to be available in a specific manner to be able to relate two questions to each other.

Wednesday, May 31, 2017

Creating tables with the AET in SAP CRM

Most of us are aware of the AET, the Application Enhancement Tool. It can be used to add fields to standard SAP objects in a safe and flexible way. It is also possible to create new relations with 1-to-many relationships to standard SAP Objects with the AET.

It has been possible for a long time to enhance the Genil model of standard SAP objects with new 1-to-many relations. The process however can be a bit cumbersome. One good overview can be found here. We need to write quite a bit of code and customizing, which can be error prone to get just right.

When you use the AET to create a new table, most of this work will be done automatically. We will walk through the process and discuss alternatives.

Wednesday, May 24, 2017

Attaching a Barcode to a Sales Order Form in Cloud for Customer

In this scenario, the requirement is to have a barcode on a Sales Order Pdf Form for each product. This barcode is based on an own specific customer product ID number. In this case, the customer can scan the delivered products into their own system via hand scanner.

Wednesday, May 17, 2017

How to switch off standard SAP C4C email notifications


For many customers there is a need to send notifications by email to the respective users. For example when a transaction has been created or when it has reached a certain status.

As many of you probably already know, this is very easily configurable by using workflow rules. These workflow rules can be set up in such a way that it meets your business needs perfectly. You can define the email subject and content text as you wish and it is possible to add different attributes like object ID, business partner name etc.

So far, so good; however in most SAP Hybris C4C projects there are certain settings that are 'switched on' – when you are defining your project scope – which is usually executed long before the actual go-live. One of those switches contains the setting that the system automatically sends out an email notification as soon as a transaction has been created.

By the time you have created all the new workflow email notifications and the system is completely set up, you realize that there is already an email notification that is sent to the users à result: double the amount of email notifications in the recipient inbox à result: unhappy users.

The content of this automatic email notification is very basic:




It is also not possible to influence the content of that email. Therefore it would be best to make sure the users do not receive this email anymore.

There are two ways to do this:
1. Users 'unsubscribe' themselves from email notifications
2. Switch off the standard email notification completely

I will describe both ways, by using the example of a newly created service ticket.

Wednesday, May 10, 2017

BOL programming tips

When you program in the Business Object Layer you often use class CL_CRM_BOL_CORE e.g. for starting up the BOL or retrieve a Root Object. The latter is done using method GET_ROOT_ENTITY and requires the internal GUID of the object. Method GET_ACCESS_ENTITIES however retrieves objects using business keys like shown in the BOL Model Browser. This method can handle Access Objects, like the name suggests, but also Root Objects.

Wednesday, May 3, 2017

CRM add-on for S/4HANA: The end of SAP CRM. And now what?

Yes, the end of SAP CRM is near! With the latest announcement of SAP about the CRM add-on on S/4HANA we can conclude that the end of SAP CRM as an independent CRM system is coming. This process was already started with products (e.g. Hybris C4C (yC4C) and yMarketing) from the SAP Hybris suite and with the introduction of YAAS and its related products; Service Engagement Center and Next Generation Order Management. But do I have to fear as an existing SAP CRM user? Absolutely not! This blog will explain the 4 options you have; continue, replace, transform or consolidate. 



Wednesday, April 26, 2017

From Siebel to SAP CRM with Scrum

In my project we are rolling out SAP CRM On Premise for sales, service and marketing to all global regions for an international consumer products company. 
For one of the regions we are replacing the current Siebel application, that is in use by about 700 users to support sales and service processes, by SAP CRM. This blogs provides project experience on how to accomplish such a migration project from Siebel to SAP CRM in a short time frame with a scrum way of working.

Wednesday, April 19, 2017

SAP Hybris Service Engagement Center

By now everybody is aware that SAP CRM and SAP Cloud for Service are the service solutions SAP offers. Recently SAP added a new solution to their portfolio and this is called Hybris Service Engagement Center. This new solution aims at leveraging the knowledge and experience of your customers and your customer service employees in the sales process. Customers don't want to extensively search for answers to their questions, nor do they want to wait days for companies to answer a question. If they can't easily find the answer and can't ask the question easily they start researching alternatives. If this happens, the chance of successful sales is drastically reduced.




Wednesday, April 12, 2017

Restricting access to the Hybris Commerce Backoffice application

With the Hybris Commerce 6.0 release, the Customer Service Cockpit is migrated into the Backoffice application. With this change, Hybris has officially deprecated the HMC (Hybris Management Console) and moved their first major legacy cockpit into the Backoffice.

As the Backoffice will not only be used by administrator users, but also by others, such as key-users or local administrators, we would like to restrict access to the application to certain data, functionality and configuration settings. Let’s see how we can do this. In this example, we want to restrict access for so called portal administrators to only maintain companies, customers and user groups.

Wednesday, April 5, 2017

Optimizing an implementation


A lot of organizations use a SAP CRM system to manage their customer related activities in the field of Marketing, Sales and Service. As with all IT systems, a CRM system requires regular updates and maintenance in order to keep it up-to-date, and when a system eventually is outdated an entirely new system can be implemented.

Wednesday, March 29, 2017

Let's start

Together, we get the job done. After various consultations there’s a lot of positive energy. We know what needs to happen. We’ve allocated the tasks and we promise to support each other. We all feel confident. But have we really understood each other? Is this a good starting point?


Wednesday, March 22, 2017

SAP Customer Connection update

The benefits of the SAP Customer Connection initiative have been mentioned a few times before in our blogs (in 2013 and 2014). 

Since last mentioning in our blog, SAP has realized another 150+ new features for the CRM on premise solution. And the 2017 cycle  is already running at full speed - votes have been collected, scoping is done - on April 1 their 2017 development track starts for this year’s chosen improvements.

For those not familiar with this initiative, in short: SAP customers can request new features, these can be voted upon by all other customers. SAP regularly evaluates the requests, and realizes every year a lot of these , spread over all SAP areas (SAP ECC, SAP CRM on premise etc).

Wednesday, March 15, 2017

It's never too late to Validate!

As you'll probably know every 3 months a new release of SAP Hybris Cloud for Customer is being pushed to all users, resulting in all system tenants being upgraded with new features, bug fixes and performance improvements. Also this time, Release 1702 contains several nice features which can be of great help to streamline your business processes. One of these new features is the Validation Editor. If the expression 'Garbage In, Garbage Out' sounds very familiar to you, this blog can be of great help to you. Because it's obvious that data pollution has a bad influence on the effectiveness and efficiency of your company.


Wednesday, March 8, 2017

SQL Console for SAP Table selection

One of the things I do in SAP, is making data queries… a lot of queries. I make them to answer a business question, to test if code works, or simply because I need to retrieve a certain record.




Most of the time transaction SE16 works fine for me. I export the results from one table and upload them again in the other tables selection screen. However, if the amount of data or total number of tables to join increases, the number of manual steps increases.

Since I want to limit manual work as much as I can, I therefore use the SAP QuickViewer (transaction SQVI). This tool allows you to make a join and quick representation of data in minutes, but is also very, very legacy and does not include certain functions, like advanced joining or sorting upfront.

Luckily there is an alternative: using the SQL Console in Eclipse…

Wednesday, March 1, 2017

Migrating Marketing Attributes With Data Workbench

Today’s blog is about how to utilize the data workbench for importing and/or updating marketing attribute values in SAP Hybris C4C.


The data workbench functionality has been around for a while now; although little has been written about this specific topic. The purpose of this blog is to provide you some guidance through the process which could help you to execute your next data migration challenge with ease. 

Wednesday, February 22, 2017

Introducing SAP Hybris Marketing in the Cloud

SAP has recently introduced Hybris Marketing as a cloud solution, known as SAP Hybris Marketing Cloud or SAP S/4HANA Marketing Cloud. That is a very interesting proposition with the comprehensive Hybris Marketing integrated platform delivering support on the full end-to-end marketing process without the hardware investment upfront.

As stated, this cloud solution supports all parts of the marketing process. It offers real-time insight into the business leads in all its life cycle stages, from the first anonymous clicks on the company website to a nurtured lead that can be further qualified and converted by a sales team.

This blog contains a first overview of the available functionality of SAP Hybris Marketing in the Cloud. Obviously, there is far more functionality available as listed here, but these are the main bits and it will provide you a good overview of the marketing capabilities of this solution.


Wednesday, February 15, 2017

Changing or removing set types and attributes in SAP CRM On-Premise

Attributes and set types are an easy way to add additional characteristics to your product master.

In this blog we assume that you are already familiar with creating set types and attributes but that you run into issues when you want to remove or change an existing set type.

For those who are not familiar with set types and attributes a short introduction: 
Set types and attributes can be maintained via the transaction COMM_ATTRSET in CRM.
First you create your attributes which are then grouped in a set type. The set type is then assigned to a product category via transaction COMM_HIERARCHY and the attributes become available in your product master.


But once you have defined a set type in a particular way and it is being used, it cannot simply be changed. And that is where this blog will give you some useful tips.
 

Wednesday, February 8, 2017

How to consume an On-Premise REST service via SAP API Management and SAP HCI (HCP-IS) using JWT for authorization and authentication

In this blog, I want to share how we could a invoke a REST call on an on-Premise Hybris commerce system from SAP API Management using JWT ( JSON Web Tokens) via SAP HCI (HCP-IS). 
This blog focuses on the configuration done on SAP API Management & SAP HCI.
If you want more information on the configuration of Hybris Commerce System or enabling JWT for authorization and authentication, check the official documentation on SAP API Management and JSON Web Tokens.



This scenario is about an App (mobile or desktop) to search products on an SAP Hybris system via an API which is published on SAP API management using a JWT token.

Wednesday, February 1, 2017

Why integration is key for improving your customer engagement

It’s not easy being a marketer these days according to a recent study done by Forrester about marketing. Did you now that, on average, marketers have 15 separate systems that house various parts of customer information? 15?!



What does this mean for a marketer? Well first of all, you can bet the information in these 15 systems is not in sync, which means that the marketer basically cannot say which information is correct. Secondly if you, as a marketer, want to create a target group for a certain campaign you will have to get data from a lot of systems in order to segment on data that is relevant. This process is very time consuming and there is a big chance that you are engaging your customers based on incorrect information.

Wednesday, January 25, 2017

How to add realtime graphs in the SAP Web UI

We as ‘mere’ humans are not very good at processing raw statistical data visually when it’s delivered to us in an unrefined form. We are, however, very good in detecting complex patterns when data is presented to us in a graph or a chart. In fact, humans are often better able to see patterns than modern computer programs nowadays. So it is no wonder that we as software developers are often asked by our clients to visualize data in a more comprehensible ( read graphical ) way. If we take a look at the SAP CRM Web UI we see that the graphic possibilities that standard SAP is providing us are limited. As a developer I never want to settle for ‘No’ as an answer so in this blog I will explore the possibilities to enhance the SAP CRM Web UI graphically by using JavaScript libraries.



Wednesday, January 18, 2017

What’s “new” in Fiori 2.0?

SAP has been around for a while. A grasp from the past shows many faces when it comes to SAP’s UI strategy. Special thanks to sap.com for some ancient screenshots.



With the 00’s still showing multiple tracks for UI development (SAP GUI, Webdynpro, BSP’s, SAP Netweaver Business client), SAP introduced SAP Fiori in 2013.

It appears SAP Fiori is here to stay, and I must admit I am glad. SAP has been criticized for their lack of attention to user interfaces. This resulted in gluing, patching and scripting their way towards the light. This in turn resulted in unstable user interfaces and complex browserversion compatibility.

Long story short, from every perspective, I am happy that SAP Fiori is here to stay. Now that the dust around SAP Fiori is settled, SAP launched a new version last year, SAP Fiori 2.0.

Unlike the new version number suggests, SAP Fiori 2.0 is not a software version with an exact launch date, it should be more considered ‘a new era’ of Fiori, where it matures to a more completed product.

So what are the key take-aways for this new era of Fiori?

Wednesday, January 11, 2017

SAP Hybris Cloud for Customer and automated testing


Introduction

On a regular frequency we get the question whether it is possible to process test cases automatically instead of going through the test scripts manually. The answer to this question is: yes, this is possible. There are various software tools that can assist you in this requirement.



Wednesday, January 4, 2017

Automated task creation from Customer in C4C


In this scenario the requirement is to automatically create Activity Tasks for customers when certain conditions are met. For example, the business partner is still a Prospect. Also, part of the requirement is to assign the task to a certain employee from the Account Team.

Normally, this would be a nice opportunity to make use of the workflow capabilities in C4C. The advantage would be that you give the business user control in defining rules to configure the conditions for which an Activity Task will be created automatically. In order for this to work, the developer is required to create an action linked to the Customer BO, so that the action will be available for selection during workflow creation. Unfortunately, the Customer BO extension does not support actions (or associations and other node extensions). Trying to create an action in the Customer BO extension results in an error message:


Wednesday, December 28, 2016

Digital Business Transformation – The new Reality

Three years ago, I was interviewed by an international company about the future of Digital Business Transformation. The main question was "is this a new consultancy hype or should we take it more seriously?".

Since that moment, there has not been a single month without new digital initiatives from companies within but also outside their traditional markets.

We all know the example of UBER, but what about Shell moving aggressively to alternative wind/sun based energy. Can you imaging what the impact for traditional energy companies will be? And what about Philip Morris moving to an alternative for cigarettes and Total starting a joint venture to move from oil based plastics to Bioplastics.

I hear you thinking; yes but these are the giants far away from my normal day-to-day business.

Forget it!

Saturday, December 24, 2016

Wednesday, December 21, 2016

How data-driven is your marketing department?

Marketing has evolved from creative newspaper, magazine and billboard advertising, to processes that are designed to drive customer engagement and accelerate business growth. With all the data at their hands nowadays, what is necessary to become a data-driven organisation?
"Ultimately, a data-driven marketing organisation learns to use data analytics as part of all marketing campaigns; from setting-up your campaign to post-campaign review. Within a data-driven organisation, information can move freely, is consistent across all channels and decision makers at all levels use data to better serve their customers." (source: Forbes Insight Report) 
So what does this mean and how can your organisation use data analytics to create data-driven marketing campaigns? 

Wednesday, December 14, 2016

Migrate those C4C Business Roles

Everyone that has ever worked with business roles in C4C knows how time consuming it can be to create business roles, especially if they have many access restrictions on business fields and extension fields. For that reason SAP offers the possibility to migrate business roles via standard migration templates. For some time already I tried to figure out how that would work exactly and I found it not so straight forward. Recently I have figured it out and would like to share the procedure here with you.

Preparing the migration templates

It all starts with preparing the migration templates, that you can download from the Business Configuration area. I found the templates for business roles not always so much self-explanatory. So therefor I will share my findings of filling in the template here.

First of all I found that you can only successfully import the business role if you have entered a value in the ERP/ CRM indicator on the 'general' tab of the migration templates. You have only two values, either ERP (1) or CRM (0). Even if you are importing the business roles via migration templates, without any link to a CRM On Premise system or ERP system, this is still a mandatory field. So instead of entering a 0 or 1, I entered an X. That works. When executing the migration you then need to make sure to choose the communication with SAP Business Suite (even though in reality there is no communication). But without this information, the import simulation will throw an error.




Wednesday, December 7, 2016

Consuming SAP OData services from AngularJS and / or Node.js

In this blog I will give some examples on how to consume SAP OData services (e.g. from SAP Netweaver Gateway or SAP Cloud For Customer) using AngularJS or Node.js. By now most of us SAP developers know how this works when we are developing an SAP Fiori application using ODataModel, but things change when you have to call SAP OData services from different clients or server side runtimes. Two examples of these are AngularJS (a popular, very powerful JavaScript client-side framework) and Node.js (a server side JavaScript framework). Especially handling the CSRF token that SAP uses for OData services can be tricky at times. This blog will show you some examples on how to do read and write/modify/delete requests using AngularJS and Node.js.

Wednesday, November 30, 2016

Building a Fiori application on SAP Netweaver

2017 is about to start, and all we hear at SAP TechEd is HANA, Big Data, UX design and Fiori.
All great, all nice, but how can we benefit from all these innovations quickly without the big investments of moving to S/4HANA, HCP, IoT and HANA analysis.

What if we want to leverage the Fiori user interface to create a ‘delightful user experience’, with our current backend.



All you need is a SAP Netweaver stack with SAP Gateway (standard component in recent SAP netweaver releases), a HCP (Web IDE) account, this 3 step tutorial and some development skills.

Let’s take a look.


Wednesday, November 23, 2016

Email campaign automation in C4C

Wouldn’t it be nice if you could create campaigns, send outbound emails, track and analyse customer click behaviour and define automated follow up actions to trigger your account managers, all from one single system? If this sounds as the perfect scenario for you, setting up the extended marketing functions in SAP Hybris Cloud for Customer is the way to go, in this blog I will explain how to do this.

Wednesday, November 16, 2016

No explanation needed

In our projects we sometimes stumble upon little features (often undocumented) that have immediate value for SAP Hybris Cloud for Customer end users. In this blog I would like to share one of these features.

Explanation texts


A few releases ago SAP introduced the use of explanatory texts. These texts can be created and used to give a short explanation within screens regarding the specific functionality. Users who are unsure about the actions they need do to in a specific process are assisted by these explanation texts.

To create an explanation text follow these simple steps:
  1. Log on as administrator to C4C in the HTML5 client
  2. Go to Adapt-->Edit Master Layout
  3. Select a tab (facet)
  4. Click on the + icon (3rd from the right.)


Wednesday, November 9, 2016

Great IoT opportunities with SAP and LoRa

In our blog on Internet of Things (IoT) and big data of Wednesday, September 14, 2016, Pieter described IoT as a popular term for an ecosystem of machines, sensors, chips, vehicles, servers etc exchanging information. The information sent from these machines is all gathered, and depending on the defined processes, can lead to an automatic action. E.g. ‘The container is moved > Update the shipment document’. IoT data is not only used for specific actionable events, but also exist for research and analysis reasons.


The digital mouse and rat trap case

In a co-creation project together with Dimo Systems, Acorel showed the strength of the SAP solutions and the Lora network. The Dutch start-up Dimo Systems brings mouse and rat traps on the market that are connected to the Internet of Things. Xignal is the name of these digital traps and they are equipped with sensors that send a notification as soon as an unwelcome rodent is caught. Pest control is a labor intensive activity. In addition, by law many companies (e.g. food processing industry or medical sector) have to prove that their facility is free of rodents.

Wednesday, November 2, 2016

SAP Hybris Cloud for Customer - Rule your Cloud!

“When field X has value 1, than field Y should become visible and mandatory”... a question that C4C consultants or administrators didn't like to hear! Simply because it was or not possible or it was a hell of a, time spending, job to meet these requests through creating page lay-outs. One of the new C4C functionalities in the 1611 release, called Model Rule Property, enables Key-Users to fulfill these much heard requests in a simple way!


Wednesday, October 26, 2016

PowerUp Hybris Commerce with Cloud for Customer

Your company has an excellent Hybris Commerce solution to serve customers on the internet.

The sales and service department also like to make use of this channel to serve customers. The solution is to combine the power of Hybris Commerce with the capabilities of Hybris Cloud for Customer. SAP delivers a ready-to-use integration between these solutions, combining the best of both.

Wednesday, October 19, 2016

SAP Hybris Cloud for Customer – Get more out of your reports by counting multiple unique values

Being able to count the unique records of different fields in your Cloud for Customer reports greatly enhances the usability of a single report for making complex selections and showing multiple results in one overview.


The use of Key-Figures in Data Sources in SAP Hybris Cloud for Customer (C4C) is an effective way to display values in your reports. The Key-Figure “Counter” is a Key-Figure that is available by default in all Data Sources and counts all rows in the Data Source. For specific calculations and other selections it can be important to count all unique values instead of all rows. To accomplish this, you can use Exception Aggregation.

Wednesday, October 12, 2016

Sales is just a marriage

You know the feeling?
That feeling that you meet someone for the first time and instantly you’re in love? Those butterflies in your stomach?





Wednesday, October 5, 2016

Service Request Templates Solution for C4C

The service solution of SAP C4C is growing rapidly with every release. An often requested piece of functionality, Service Ticket Templates, is however currently not yet available in the standard. Service Templates are often used to speed up the process of order entry by automating tasks that occur frequently. You can think of a standard list of spare parts for a specific broken machine or setting default values in your tickets based on the Categorization. So let's take a look at how can we improve the efficiency of our service department.
In last weeks blog, we have told you about actions in C4C. In this blog we will show how it can be used to create the template solution that so many customers require.


Wednesday, September 28, 2016

Being Actionable with C4C Business Object Actions

When you perform custom development on C4C you will usually:
  • Extend standard Business Objects or
  • Create completely new Business Objects with their own properties
In these situations you create additional logic by implementing event handlers for events, such as BeforeSave or AfterModify. These event handlers execute your additional logic during the life cycle of an object.

However: C4C has another way of adding logic: Business Object Actions (or Actions). In this blog I will explain what Business Object Actions are. I will also share two powerful ways I've recently used Actions.

What are Business Object Actions?

I haven't found a clear defintion for Business Object Actions in the reference documentation. Luckily, for a developer it's very intuitive: Think of a Business Object as a class or object, and of an Action as a method of that class or object. If you have a custom Business Object of type 'Car', it might have actions like 'Drive' or 'Refuel' that replenishes the amount of fuel in your car instance.

These actions actually have a lot in common with the Post Processing Framework actions as you might know them from SAP CRM On premise.

Wednesday, September 21, 2016

What is a Customer Journey Map and how can this be supported by SAP tooling?

As a company to be able to survive in this competitive world, it has to decide which strategy it will focus on. In general there are 3 strategies:

Operational excellence

This strategy aims to accomplish cost leadership. Here the main focus centres on automating manufacturing processes and work procedures in order to streamline operations and reduce cost. The strategy lends itself to high-volume, transaction-oriented and standardized production that has little need for much differentiation.

A strategy of operational excellence is ideal for markets where customers value cost over choice, which is often the case for mature, commoditized markets where cost leadership provides a vehicle for continued growth. Leaders in the area of operational excellence are strongly centralized, with strong organizational discipline and a standardized, rule-based operation.

Product leadership

Product leadership as a competitive strategy aims to build a culture that is continuously bringing superior products to market. Here product leaders achieve premium market prices thanks to the experience they create for their customers.

Customer intimacy

The strategy of Customer Intimacy focuses on offering a unique range of customer services that allows for the personalization of service and the customization of products to meet differing customer needs. Often companies who pursue this strategy bundle services and products into a “solution” designed specifically for the individual customer. Customer-centric companies tend to have a decentralized organization which allows them to learn and change quickly according to customers’ needs. The focus of the organization is on optimizing the customer “life time value” instead of on the turnover of one single transaction.



Although it is possible to combine two strategies, it’s advised to have a main focus on only one strategy. When the main focus is set on Customer Intimacy, the goal of the organization is to build a long-term relationship with its customers. A lot of time and effort is invested to gain knowledge about their (potential) customers, to set up a customer database and to deliver tailor made products and services. One way of gaining customer insight is to create a Customer Journey Map.

This blog will explain what a Customer Journey Map means and how it can improve your organizational goal to create happy customers (read: Ambassadors) and keep the customer retention high. Finally, a mapping will be done between the different phases of the Customer Journey Map and the solutions offered by SAP.

Wednesday, September 14, 2016

How Internet of Things and Big Data accelerate the need for Digital Transformation

It might seem like a quick round of buzzword-bingo, so let’s keep it simple.



Internet of Things.
A popular term for an ecosystem of machines, sensors, chips, vehicles, servers etc exchanging information.

Big data.
The ability to gather high volumes of data and do something useful with it. One step further, have machines do something with it.

Digital Transformation.
Adoption of ‘new’ digitally fueled processes allowing a competitive advantage.

So we have machines (not just computers and servers, but also cars, washing machines, mobile phones, security gates, trucks, camera’s, boats, warehouses etc) and these machines all communicate. Mostly, they will give status updates such as ‘ok/nok’, ‘open/closed’, ‘on/off’, ‘broken/service’. This can be a continuous status update, a frequent status update, on request or on event.
In case of sensors, this could be temperature, humidity, contact to water, movement, location etc.

This is not really new, but there is still work to be done.

Wednesday, September 7, 2016

Marketing attributes on the move!

Marketing attributes are a flexible way to enrich customer data with information which is not a part of the master data or transactional data. The information in the marketing attributes can be used to create customer profiles and to segment customers to target them for marketing purposes.
Marketing attributes are grouped in attribute sets.

In this blog we assume that you are already familiar with setting up marketing attributes and attribute sets but you run into an issue when you want to reorganize your existing attributes in other attribute sets. Once a marketing attribute is in use it’s not that easy to move a marketing attribute from one attribute set to another attribute set.

But no worries there is a solution.

Wednesday, August 31, 2016

SAP Hybris Cloud for Customer - Deep link URL Navigation


SAP Hybris Cloud for Customer (SAP C4C) allows you to create workflows that can trigger a field update, send a notification, perform an action, send a text messaging or send an email. In this blog I will explain how to create an email with a deep link URL.
Sending an email could be useful to inform SAP C4C users when, for example, a new opportunity or task is created. To help the SAP C4C user to navigate from the email to the related opportunity or task in C4C, it is possible to add link directly to the related object.

Let’s see how this can be done.

First go to the Workflow Rules in the Application and User Management work center of SAP C4C.

Step 1: Create a new workflow.

Create a new workflow for the business object you required and define the timing (create on save, every update or scheduled). In my example I use the object Opportunity and the workflow should be triggered on Create only.

Wednesday, August 24, 2016

How lead nurturing improves conversion

In our previous blog on SAP Hybris Marketing, we discussed the art of contextual marketing, the ability to get the perfect fit message in front of your audience at the right time and place.
Now that your audience knows what you have to offer, and you have their attention, it is time for the next phase. How do we get from arousing interest to a sale?



Wednesday, August 17, 2016

The added value of a Solution Architect in an Agile environment

In my former project I worked as a Solution Architect in an agile environment. The environment existed of the migration of a European SAP landscape into a global SAP landscape, the roll-out of the SAP solution to new countries, the integration of non-SAP solutions into the SAP landscape and process and system optimization projects. And this was all done simultaneously and by several scrum teams working on different locations around the globe. 



When I asked some stakeholders in this project what the added value was of the Solution Architect in an agile environment they gave me some very interesting answers I would like to share with you. 
It shows the role of the architect has changed from an independent, strategic, ivory tower role into an agile, holistic, integral part of the scrum team role.
And it clearly shows the added value a Solution Architect can bring to your project or organisation.


Wednesday, August 10, 2016

Every complaint is an opportunity


Every CRM minded person knows complaints are excellent opportunities to engage your customers even more. To exploit these opportunities to its fullest potential a good registration is a key success factor. And that's the point where C4C comes into play.

Looking at the common Order-to-Cash process, it is important to relate complaints to documents from this process. For example, if a customer complaints about an incorrect invoice, this invoice should be the starting point of the complaint process and therefore linked to the complaint. Unfortunately, in standard C4C complaint processing functionality it is only possible to relate a complaint to an ECC Sales Order. Besides this, the process in standard C4C starts from the order search in C4C. Above requirements were critical for several of our customers and therefore we realized them in C4C with some enhancements. In this blog the process in C4C related to complaint processing on ECC orders, invoices and deliveries is explained as well as the activities you have to perform in different systems to realize a mature complaint management process. For this the scenario of a customer complaint about an invoice is used.

Wednesday, August 3, 2016

CPQ solutions integrated with SAP Hybris C4C (and SAP ECC)

As product and service portfolios grow with many companies, it becomes increasingly difficult to correctly price products in quotes and to identify up- and cross selling opportunities. As a result, sales reps require more time to find the correct information, which leads to longer lead time to create a correct quote. Configuring a quote is a time consuming task to do right, and a new breed of solutions now aims at closing this gap. The solutions are called Configure, Price, Quote or CPQ solutions. These solutions aim at increasing the average deal size, accelerate the sales cycle in a workflow leveraged process.


Wednesday, July 27, 2016

Integrating one SAP Cloud for Customer system to multiple ECC systems

In this blog, my colleague has described how to integrate from multiple back end systems to one C4C System. That’s clear.

Now what if Accounts should be replicated from C4C to two ECC Systems?


Above scenario is possible with combination of a Custom field on C4C and SDK Enhancement Option implementation(BADI). More info on C4C BADI here.