With its C/4HANA product, SAP has set out on a promising journey to create a suite from its various acquired and home-grown assets. SAP is investing strongly in becoming a true alternative to Salesforce. In PAC’s view, the concept of the Customer Data Cloud is one strong argument for considering SAP’s approach to customer experience management. Another is the expansion of its service management capabilities. Two strong reasons for existing SAP customers to closely follow SAP’s strategy in this area.

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