Customer Relationship Management (CRM) in the Digital Era

Customer Relationship Management (CRM) has become a key system for modern businesses. Today, most companies use a CRM system to store customer data, build strong relationships, and increase customer loyalty.

Moreover, CRM helps speed up marketing and promotion activities. As a result, businesses can drive upselling and improve sales performance.

In the digital era, CRM is no longer optional. Instead, it has become a core business requirement.

Why Customer Relationship Management (CRM) Matters

Based on the definition above, Customer Relationship Management (CRM) is essential for companies today. In fact, CRM is now a must-have system.

This need exists because the customer journey has changed dramatically. Customers in the past behaved very differently from customers today.

So, let us explore how the customer journey has evolved.

The Traditional Customer Journey

In the past, customers followed a simple and linear journey before making a purchase.

First, awareness happened when sales teams introduced products to potential customers.
Next, interest grew as customers learned more about the product.
Then, desire formed when sales teams encouraged customers to buy.
Finally, action occurred when customers completed the purchase.

For many years, CRM implementations followed this exact process. However, this model is no longer effective.

Today, customers control their own journey.

The Modern Customer Journey in the Digital Age

In the digital era, the customer journey has become more complex and dynamic.

First, awareness can come from many sources. These include TV, websites, digital ads, social media, and even friends.
Next, interest develops through online research. Customers search on Google, browse websites, and explore social media.
Then, consideration happens. Customers read reviews, visit forums, and contact customer service.
After that, purchase can occur through physical stores, online shops, or websites.
Later, retention grows through communities, forums, and consistent customer support.
Finally, advocacy emerges. Customers share experiences on social media and recommend products to others.

Because of this shift, companies need a system that can engage customers across unlimited journeys.

Engaging Customers with SAP Hybris Cloud for Customer

As an official SAP Business Partner, IndonesianCloud introduces SAP Hybris Cloud for Customer as a solution for modern customer engagement.

This platform helps businesses connect with customers across multiple channels and devices. At the same time, it keeps customer data centralized and actionable.

What Is SAP Hybris Cloud for Customer?

SAP Hybris Cloud for Customer enables companies to:

• Engage customers one-to-one across all channels and devices

• Deliver industry-specific solutions for more than 25 industries

• Support core business areas such as Sales, Marketing, Service, Commerce, and Social

• Integrate seamlessly with existing core systems

• Gain real-time predictive customer insights using analytics on SAP HANA Cloud Platform

As a result, businesses can respond faster and make smarter decisions.

Focused CRM Solutions by IndonesianCloud

IndonesianCloud delivers focused CRM solutions tailored to business needs. These solutions cover Sales, Service, Marketing, Commerce, and Social functions.

Sales

Sales teams gain mobility and can work anytime and anywhere.
Moreover, managers can easily measure sales performance.
Predictive analytics supports smarter selling and higher deal closure rates.
In addition, SAP JAM enables smooth internal collaboration.

Service

An omni-channel contact center improves customer service quality.
At the same time, field service operations become more efficient.

Marketing

Data-driven insights help businesses maximize ROI.
Marketing campaigns become faster, more precise, and more effective.
Furthermore, customers enjoy engaging experiences across multiple channels.

Commerce

For B2B, businesses gain true omni-channel shopping experiences.
For B2C, customers enjoy modern shopping journeys with higher conversion rates.

Social

Companies can collaborate socially within business processes.
They can also turn social media buzz into valuable insights.
As a result, organizations can scale faster using powerful social tools.

IndonesianCloud and SAP Hybris Cloud for Customer

As an Official SAP Business Partner, IndonesianCloud is ready to explain how SAP Hybris Cloud for Customer can support your business growth.

To learn more, please visit sap.indonesiancloud.com or contact us at
info@indonesiancloud.com
sales@indonesiancloud.com

Thank you.

Enrico J. Hutajulu
Product Manager at IndonesianCloud

If you would like to read more technology articles or learn more about IndonesianCloud solutions, please visit IndonesianCloud.com and cloudhostingaja.com.
See you in our next article.