SAP C4C Overview

SAP C4C – SAP Cloud for Customer is a SaaS – Software as a Service which composed with SAP cloud for Sales and SAP cloud for Service.

This is a platform where the businesses can filter the most profitable customers and enhance customer retainment. By providing a comprehensive 360-degree view of customer behavior, businesses can tailor their sales processes accordingly.

SAP C4C platform offers many tools and processes designed to streamline Presales process and the marketing activities of the business.

Lead and Opportunity Management is one of the main processes in the SAP Cloud for Sales that facilitates the business from tracking the leads and converting the leads to opportunities to minimize the potential sales loss.

Lead Management

A lead is a potential sales contact that can be captured via various sources using the features of SAP Cloud for Sales.

The system allows us to create targeted marketing campaigns to capture the most suitable leads by targeting a specific group of customers and distributing the content of the business in a more efficient manner. The integration of the social media platforms such as Facebook with C4C system can also be a way of capturing leads. ?

Leads can be created manually as a quick create in the Sales work center, upload leads via APIs or import through Ms Excel.

Once the lead is created, it should be categorized based on the qualification levels such as Hot, Warm or Cold are then converted into opportunities. Lead scoring is a function we use to identify the qualification levels of the leads.

Approved and Accepted leads will be transferred to the sales team for further action. The sales team is then responsible for working on the lead and converting it into an opportunity. If the lead remains stagnant for a period, the Lead aging facility will notify the relevant personnel to take appropriate action.

Opportunity Management

Once the lead is qualified, it will be converted into an opportunity. Opportunity management allows the business to gather the customer requirements on products and services, enabling the sales team to work on winning the customer and converting the opportunity into a sale.

Tools such as Pipeline management, Activity management and Buying center helps the sales team to establish a strong and a reliable connection with the customer.

Activities like Emails, Phone calls, Tasks or Appointments help the sales team to gather more information about the customer preferences and record interactions.

The Buying Center helps the sales team to understand the influencers and their level of impact on the customer’s purchasing decision, enabling better responses to customer changes. Once the opportunity is secured, it can be turned it into a sales document – Sales quote.

Quotation Management

The sales quote is a detailed sales document in the C4C system than the opportunity that includes pricing for the product or service.

Based on the way the pricing determination is configured, whether it is internal or external, the pricing for the sales quote can be captured.

If configured internally, prices will be captured via the price lists. If externally, pricing is integrated from an external system.

External pricing will trigger not only the pricing but also the credit check, ATP check, free good determination etc.

Once the pricing is set, the quote can be submitted for approvals. Based on the approval process defined in the system, it will be sent to the relevant approver.

Approved quotes can be converted into sales orders within the system or transferred to an external system to create external sales orders. Creating the sales order marks the end of the presales process in SAP Cloud for Sales.

By leveraging SAP C4C, businesses can effectively manage customer relationships, streamline sales processes, and ultimately drive revenue growth.

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