“We recognise that every part of a business needs to be focused on a single view of the consumer.”įor example, CoreSystems helps manufacturing, energy, high-tech and telecom firms to “crowd source” their field service operations, allowing them to cut response times by field service technicians or contractors for new installations or maintenance calls, reducing the time customers are left waiting at home. “The legacy CRM systems are all about sales SAP C/4HANA is all about the consumer,” McDermott said. The new software covers not just sales and marketing functions but also commerce, customer service and consumer data protection tools, which SAP sees as a weakness in older, largely sales-focused platforms as new European data rules take effect. As such, CRM has become a market too big for SAP to ignore, Barclays financial analysts said.ĬRM is an industry catch-all term for sales, marketing and customer service automation software - plus online commerce and analytic tools - that firms use to win and keep their customers. So-called Customer Relationship Management (CRM) tools have surged to become the biggest category of business software, Gartner research shows. It’s the latest in a string of related deals including Callidus, Hybris, and Gigya. Toward that end, Europe’s biggest software firm said it had acquired CoreSystems, a Swiss firm specialising in customer service software, on undisclosed terms. SAP, the world leader in “back-office” financial control systems, on Tuesday is making its long-anticipated move to bring together all its “front office” software - combining a dozen separate customer-facing products and recent acquisitions - into a single integrated offering it will call C/4HANA. LONDON/BERLIN, June 5 (Reuters) - SAP is unveiling its biggest product makeover in years by rolling up its sales, marketing and customer service software into a suite of tools linked to its business planning system, as it tries to catch up with faster-growing rivals like Salesforce.
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