SAP customer experience of X company
Nhi, Huynh (2023)
2023
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2023121437145
https://urn.fi/URN:NBN:fi:amk-2023121437145
Tiivistelmä
As the digital age opens doors for retailers and manufacturers to tap into expansive global markets, it simultaneously intensifies competition and heightens the need for a customer-focused and results-oriented approach. Manufacturers operating within both B2B and B2C frameworks continuously seek the most effective digital strategies to enhance the experience for their consumers. For Company X, the key to customer satisfaction lies in trust-building and comfort provision.
To truly optimize customer experience, Company X must delve deep into understanding its customer base. This involves more than just collecting data; it means uncovering the hidden, nuanced expectations that customers themselves may not openly express. With this comprehensive understanding, Company X is better positioned to offer truly personalized customer service.
The crux of this project is the development of a Customer Experience (CX) system designed specifically to meet Company X's unique needs. This system enables the company to aggregate customer infor-mation from various touchpoints, creating a 360-degree view of the customer that encompasses a wide range of data, including online behavior, preferences, concerns, and even unexpressed needs. Addition-ally, the CX system allows for the personalization of the customer experience, identifying the most op-portune moments for proactive customer engagement. By leveraging automated features, the system ensures that interactions are timely and relevant. Furthermore, it facilitates a cross-departmental approach to customer service, ensuring a consistently high level of service quality across all interactions.
Drawing upon the experiential knowledge acquired from the successful deployment of the SAP CX project, this thesis has been thoughtfully crafted. Its analytical focus is intentionally narrowed to delve deeply into two central modules: the "Customer" and the "Member." Given the complexity and vastness of the SAP CX framework, zeroing in on these modules allows for a more profound and insightful ex-ploration. To ensure a comprehensive, systematic, and scholarly presentation, the insights and observa-tions have been articulated in a technical file, encapsulating them in the precise, structured conventions of academic writing.
To truly optimize customer experience, Company X must delve deep into understanding its customer base. This involves more than just collecting data; it means uncovering the hidden, nuanced expectations that customers themselves may not openly express. With this comprehensive understanding, Company X is better positioned to offer truly personalized customer service.
The crux of this project is the development of a Customer Experience (CX) system designed specifically to meet Company X's unique needs. This system enables the company to aggregate customer infor-mation from various touchpoints, creating a 360-degree view of the customer that encompasses a wide range of data, including online behavior, preferences, concerns, and even unexpressed needs. Addition-ally, the CX system allows for the personalization of the customer experience, identifying the most op-portune moments for proactive customer engagement. By leveraging automated features, the system ensures that interactions are timely and relevant. Furthermore, it facilitates a cross-departmental approach to customer service, ensuring a consistently high level of service quality across all interactions.
Drawing upon the experiential knowledge acquired from the successful deployment of the SAP CX project, this thesis has been thoughtfully crafted. Its analytical focus is intentionally narrowed to delve deeply into two central modules: the "Customer" and the "Member." Given the complexity and vastness of the SAP CX framework, zeroing in on these modules allows for a more profound and insightful ex-ploration. To ensure a comprehensive, systematic, and scholarly presentation, the insights and observa-tions have been articulated in a technical file, encapsulating them in the precise, structured conventions of academic writing.