SAP announced its latest business solution, powered by HANA, called SAP 360 Customer, during the SAPPHIRE NOW – SAP TechEd event being held in Madrid. The solution aims to move beyond traditional customer relationship management (CRM) and provide organizations with the neccesary capabilities for improving one-on-one customer interactions in real time.
SAP calls out the three key components of 360 Customer as real-time insight, real-time interactions, and real-time execution. Key applications for this solution are, of course, SAP CRM and SAP Jam. User experience has been a central topic of this conference, and SAP 360 Customer aims to be SAP’s customer experience platform.
Dr. Vishal Sikka, member of the SAP Executive Board, Technology and Innovation, stated:
We have realized the long-held vision of our founder Hasso Plattner to deliver a real-time enterprise with transaction, text and analytics processing on one platform. Support pack stack 5, to be announced this week, is a non-disruptive increment for SAP HANA and yet a large step forward, as it aims to enable integrated application services, key enterprise capabilities for high availability, disaster recovery and integrated text analytics, as well as key OLTP optimizations that enable us to release our first mission-critical SAP Business Suite application, SAP CRM, to run completely on the SAP HANA platform.
Now that SAP has established the direction for HANA as the platform of choice, it is closing the cycle on the business side by addressing an important piece of the puzzle—customer management and interaction.