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Dive into the new SAP C/4HANA suite! Understand how SAP C/4HANA handles marketing, commerce, sales, service, and customer data processes-and identify which solutions fit your organization´s CX needs. Then explore integrations to SAP S/4HANA, extensions using SAP Cloud Platform, and applied artificial intelligence using SAP Leonardo. Learn how can serve your customers better-from the demand chain all the way down to the supply chain!

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... Foreword ... 15

... Preface ... 17

... Who This Book Is For ... 17

... How This Book Is Organized ... 18

... Acknowledgments ... 20

... Conclusion ... 21

1 ... SAP C/4HANA at a Glance ... 23

1.1 ... The Customer Experience Revolution ... 23

1.2 ... Architecting an Intelligent Enterprise ... 26

1.3 ... SAP C/4HANA Suite and Customer Experience Solutions ... 29

1.4 ... Extensions and Microservices Architecture ... 38

1.5 ... Summary ... 40

2 ... Marketing ... 41

2.1 ... SAP´s Strategy for Marketing ... 42

2.2 ... Dynamic Customer Profiling ... 43

2.3 ... Customer Attribution ... 50

2.4 ... Audiences, Campaigns, and Journeys ... 54

2.5 ... Lead Management and Account-Based Marketing ... 58

2.6 ... Marketing Planning and Performance ... 62

2.7 ... Marketing Analytics ... 69

2.8 ... Integration ... 77

2.9 ... Summary ... 84

3 ... Commerce ... 85

3.1 ... SAP´s Strategy for Commerce ... 86

3.2 ... Commerce with SAP C/4HANA ... 87

3.3 ... Core Commerce ... 93
3.4 ... Industry Accelerators ... 101

3.5 ... Product Content Management ... 107

3.6 ... Order Management ... 110

3.7 ... Customer Experience Management with SmartEdit ... 113

3.8 ... Upscale Commerce and Extensions ... 123

3.9 ... Data Integration ... 124

3.10 ... Configure, Price, and Quote ... 125

3.11 ... Integration ... 128

3.12 ... Summary ... 135

4 ... Sales ... 137

4.1 ... SAP´s Strategy for Sales ... 138

4.2 ... Sales Automation ... 139

4.3 ... Sales Performance Management ... 170

4.4 ... Forecasting and Pipeline Management ... 174

4.5 ... Configure, Price, and Quote ... 176

4.6 ... Contract Life Cycle Management ... 178

4.7 ... Subscription Billing and Revenue Management ... 180

4.8 ... Sales Learning and Sales Content Management ... 183

4.9 ... Partner Relationship Management ... 186

4.10 ... Reporting and Analytics ... 188

4.11 ... Integrations ... 190

4.12 ... Summary ... 194

5 ... Service ... 195

5.1 ... SAP´s Strategy for Service ... 196

5.2 ... Customer Service ... 198

5.3 ... Field Service ... 221

5.4 ... Reporting and Analytics ... 231

5.5 ... Integrations ... 237

5.6 ... Summary ... 244

6 ... Customer Data ... 245

6.1 ... SAP´s Strategy for Customer Data ... 246

6.2 ... Customer Identity Management ... 258

6.3 ... Customer Consent Management ... 269

6.4 ... Customer Profile Management ... 277

6.5 ... Reporting and Analytics ... 281

6.6 ... Integration ... 284

6.7 ... Summary ... 294

7 ... Microservices and SAP Cloud Platform Extension Factory ... 295

7.1 ... Microservices ... 296

7.2 ... Serverless Computing ... 297

7.3 ... Side-by-Side Extensibility ... 298

7.4 ... Project Kyma and SAP Cloud Platform Extension Factory ... 307

7.5 ... Summary ... 318

8 ... The Intelligent Enterprise ... 319

8.1 ... Lead-to-Cash Process ... 320

8.2 ... Integration Scenarios ... 323

8.3 ... Embedded Intelligence ... 326

8.4 ... SAP Fiori User Experience ... 328

8.5 ... Summary ... 332

9 ... Intelligent Technologies ... 333

9.1 ... SAP Analytics Cloud Framework ... 335

9.2 ... Machine Learning with SAP Leonardo ... 342

9.3 ... SAP Conversational AI ... 345

9.4 ... Open Data Initiative ... 349

9.5 ... Summary ... 350

10 ... First Steps to SAP C/4HANA ... 353

10.1 ... Evaluating your Operations ... 354

10.2 ... Choosing a Target Architecture ... 358

10.3 ... Applying Implementation Best Practices ... 363

10.4 ... CX Works ... 369

10.5 ... Summary ... 370

... The Authors ... 373

... The Contributor ... 374

... Index ... 375

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