SAP C/4HANA is a cloud-based customer experience and e-commerce platform. It consists of five component applications: SAP Marketing Cloud, SAP Customer Cloud, SAP Sales Cloud, SAP Service Cloud, and SAP Customer Data Cloud.
SAP C/4HANA is intended to revolutionize the CRM market by combining front-office CRM and marketing automation applications with back-end transactional ERP systems and business applications, including SAP S/4HANA, according to SAP. These applications are integrated via SAP Cloud Platform and embedded with technology like machine learning and AI via SAP Leonardo. SAP C/4HANA also integrates with SAP HANA Data Management Suite, which allows customers to collect and analyze data from various sources.
This combination of applications helps organizations gain a “360-degree” view of their customers, according to SAP. It also allows companies to gain insights and make decisions on these insights throughout the entire sales process, from identifying and developing prospects to fulfillment and payment.
SAP C/4HANA competes with Salesforce, which makes the dominant SaaS CRM application, as well as other CRM systems vendors, including Oracle and Microsoft