Wednesday, December 31, 2014

Customer Experience Management Part III

The Customer Journey

In two earlier blogs we have discussed one of the trending topics in the CRM field, Customer Experience Management (CEM). As stated, CEM intentionally tries to direct the experiences of a customer or prospect across all touch points with your company. 

As a first attempt to present some hands-on tools to execute CEM within your company, we have discussed the customer touchpoint analysis and the Net Promotor Score (NPS) in the previous CEM blog. A relevant subsequent step is to visualize all the touchpoints and their scores in a customer journey. It is the virtual journey that our customer will make through our company using all related touchpoints when buying our product or service offering. Again the customer journey could be defined on company level, providing a complete overview of all touchpoints per phase, or on a lower and so more detailed level, providing a journey per customer facing process or persona.

Thursday, December 25, 2014

Wednesday, December 24, 2014

SAP Cloud for Customer: Changes Ahead!

This week’s blog is about SAP Cloud for Customer.

After a Go-Live sometimes you already receive requests to make changes in the system. Usually when the business is really working with the solution, they notice that in practice some things are working slightly different. To make a change in an SAP Cloud for Customer solution is somewhat different then I’m used to in an on-premise SAP system.

So how do you make changes in a SAP Cloud for Customer solution? Do I make changes is a test system and transport these to the production system? Is it the same method like an on-premise SAP system (STMS)? How do you make these changes?

Wednesday, December 17, 2014

ionic framework meets SAP Netweaver Gateway

In this weeks blog I will be talking about a cool HTML5 app framework that has been gaining popularity and the community around it is growing rapidly: the Ionic framework.  The Ionic AngularJS and a set of predefined UI components you can quickly build HTML5 hybrid apps. In this blog I will describe an app I created using an existing Ionic starter template with connection to a SAP Netweaver Gateway service.
framework is a framework built on top op apache cordova. Using the great JavaScript framework

Wednesday, December 10, 2014

Can SAP hold his position for another decade? An integrated PaaS will be key!

For me personally this is an important question.
The last years technology and IT is getting more fun for me as a solution consultant. Systems are easier to configure and roll-out. Even with one man from IT, it is possible now :-). 

This is possible because of the new era of computing, where SaaS software is taking over. 

It is no news that SAP's focus is 100% Cloud these days.
Let's put it a bit stronger: All current SAP on-premise installation will be for 95% Cloud based in the near future.

Wednesday, December 3, 2014

SAP Cloud for Customer: Workflow made Easy

This week’s blog has a bit of a confusing title, normally you wouldn’t expect the words SAP, Workflow and Easy in the same sentence. But when you add Cloud for Customer into the mix it suddenly makes sense, in this blog I will explain why. 

Coming from a SAP CRM on premise background every time a customer mentioned something about workflow most CRM consultants went screaming out of the building and the SAP Workflow consultants came in to configure and develop workflow specific functionality... Ok, that’s not entirely true but you need specific experience with workflow to be able to translate customer requirements into a fully functional workflow scenario.