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Continuously delivering fit-for-purpose solutions for customers' jobs-to-be-done requires broad and deep knowledge of customers needs and experience with the product. For this, we rely on engaging with customers and capturing feedback.
At SAP Commerce Cloud, we collect feedback via a number of channels throughout the product development lifecycle. While engaging with customers one-on-one gives us great insights, it is essential that we also scale these engagements and hear what works well and what needs improvement from a wider group of customers. To scale feedback collection, we look to the Customer Loyalty (NPS) Survey, as well as the SAP Commerce Cloud Continuous Influence Sessions, and Embedded Product survey, to hear from the masses across different personas from decision-makers to implementers and day-to-day business users. We continuously review this feedback and consider it as part of our roadmap planning process.
SAP Customer Loyalty (NPS) Survey
The Customer Loyalty (NPS) Survey is sent by SAP to eligible customers once a year to measure loyalty and product satisfaction. It provides a Net Promoter Score (NPS), which is a standard customer experience metric that is calculated based on customers’ response to the question: “How likely are you to recommend SAP to colleagues or business acquaintances?”. Based on the rating given between 0 (not at all likely) and 10 (extremely likely), it puts respondents into 3 different categories:
- Promoters (score 9-10): are loyal enthusiasts who will keep buying and fuel growth by referring others
- Passives (score 7-8): are satisfied but unenthusiastic customers who are vulnerable to competitive offerings
- Detractors (score 0-6): are unhappy customers who can damage the brand and impede growth through negative word-of-mouth
The NPS is calculated simply by subtracting the percentage of detractors from the percentage of promoters, resulting in a score between -100 to +100, where the highest score is more desirable. The NPS and product satisfaction scores and comments give us an opportunity to listen to customers and understand pain points and what works well, in order to make investment decisions and improvements in the product and at every level of the organisation to address that feedback.
SAP Commerce Cloud Continuous Influence Sessions
In Q4, 2022, we opened the SAP Commerce Cloud Continuous Influence Sessions, which are available on the SAP Customer Influence Portal. Through this channel, we invite SAP Commerce Cloud customers and partners to post and vote for improvements they would like to see delivered in the product. As opposed to the Customer Loyalty (NPS) Survey, where we are only on the receiving end of feedback, the SAP Customer Influence Portal allows product management to engage directly with the requester and voters and ask clarifying questions to better understand how to deliver on needs. This helps us turn sometimes vague feedback into actionable requirements, which we can more accurately respond to.
Over the last year, we have received more than 150 Improvement Requests and close to 1000 votes from 125 unique customers and partners. 22% of these Improvement Requests have progressed, meaning they have either been delivered, or we are planning on delivering them, or they have been closed because they are either already offered or will not be offered as part of the product.
This is a great channel for SAP Commerce Cloud customers to engage with our product management team and provide us with actionable feedback, as well as indicating interest in improvements through votes. See this Knowledge Base Article to learn how to access this channel.
Turning your feedback into action
Based on the feedback collected through the above-mentioned channels, we would like to share some recent and planned deliverables which are directly in response to what we are hearing from you. We have split the response into six categories, focusing on the product itself and user assistance. Please refer to each section below to find a summary and a link to a recording with further details.
SAP Commerce Cloud: Release Strategy
For a better overview of new SAP Commerce Cloud releases and the impact of changes introduced, and to address project complexities and version compatibility across components, the product and user assistance teams have provided a number of improvements to the SAP Help Portal documentation.
The team is also monitoring incidents and engaging directly with customers, as well as partners and SAP Services, to learn about challenges first-hand. In addition, deliverables, such as Blue/Green and Canary deployments, as well as performance testing, are making it easier for customers to adopt and stay up-to-date on the latest releases.
Hear SAP Commerce Cloud Product Manager, Oana Ginghina, explain how you can use the documentation to guide you in taking 2211 Update Releases.
SAP Commerce Cloud: Cloud Automation
Cloud Automation is shipping several deliverables in 2024 to make it easier for SAP Commerce Cloud customers to manage their environments and deployments. Available to customers as of April, 2024, is the ability to purchase consumption credits to self-service scale non-production environments for testing purposes in the Cloud Portal. Later this year, customers will be able to perform safer deployments to production with Canary deployments, building on the already delivered Blue / Green deployment mechanism. Canary deployments allow for new deployments to be tested on a small population of customers before being rolled out to all. Zonal redundancy will also be made available to customers to help save costs caused by availability zone interruptions.
Hear SAP Commerce Cloud Product Manager, Conner Helton, speak about these highly requested additions for successfully operating SAP Commerce Cloud.
SAP Commerce Cloud: Observability
In the area of observability, there are also several enhancements being delivered to improve on the operation of SAP Commerce Cloud. To better manage surge events, such as large marketing campaigns or holiday sales, customers now have access to dashboards and a Surge Event Preparation Checklist for guidance on how to prepare for and monitor these events. Customers have also asked for more flexibility with Dynatrace, as well as the possibility to integrate Dynatrace data with 3rd party systems. For enhanced flexibility, customers will be able to monitor key request and external services separately, and for enhanced integrations, customers will be able to poll Dynatrace data in external systems, plus receive notifications through alerting systems such as SNOW, in addition to app push notifications and emails.
Hear SAP CX Monitoring Product Manager, Samir Guermach, share more details on the enhancements provided for monitoring of SAP Commerce Cloud.
SAP Commerce Cloud: Integration
SAP Commerce Cloud offers a large set of pre-built integrations, based on use case-driven integration offerings and requests, as well as reference architectures for end-to-end scenarios. Customers can use these to guide their implementations. To simplify the integration of SAP solutions further, SAP is investing heavily in providing integrations based on aligned APIs and shared meta models.
Hear SAP CX Integrations Product Manager, Karsten Hartmann, give an overview of available SAP Commerce Cloud integrations and reference architectures, and speak about enhancements ....
SAP Commerce Cloud: Business Functionality
When it comes to business functionality, our customers generally agree that SAP Commerce Cloud offers a mature set of features across the board. However, we do hear that payment integration requires significant effort to implement, and as a response to that, there are plans to introduce the Open Payment Framework as a low code / no code solutions to easily integrate SAP Commerce Cloud with any 3rd party payment service provider with much less effort.
Other key functional innovations planned for 2024/25 and related to the modernisation of the platform, are the new search service, including intelligent personalisation capabilities, and an integration with the Omnichannel Promotion Pricing Services.
Hear SAP Commerce Cloud Product Manager, Rick Hobbs, speak about these new services and how they support customers in modernising and simplifying how they run commerce.
SAP Commerce Cloud: User Assistance
As outlined in the SAP Commerce Cloud Release Strategy section, a new consolidated Upgrade Releases guide is now available on SAP Help Portal to support the successful adoption of SAP Commerce Cloud 2211 Continuous Innovation releases. Customers can also subscribe to the What’s New Viewer to stay up to date on new content. Other requests are to add more videos to documentation and more user-friendly API documentation, so expect to see continuous improvements in these areas in 2024.
Hear SAP Commerce Cloud User Assistance Lead, Andrew Irvine, speak about these initiatives and guide you as to where you can provide detailed feedback on user assistance improveme....
Support Improvements
In addition to highlighting the product and user assistance deliverables, we would like to take this opportunity to mention actions the Technical Support team has taken in response to feedback from the Customer Loyalty (NPS) Survey.
To reduce response time and provide easy access to expertise, the support team provides the Expert Chat for Commerce covering most of the SAP Commerce Cloud components. In additional, Schedule an Expert service offers a new way to connect with an SAP Technical Support expert in a live, one-on-one 30 minute call at a time of your choosing.
To better serve Priority One issues, technical support will call the reporter if needed and required for clarifications, as well as ensure warm handovers during shift changes. Customers can also provide direct feedback on Support Quality through the Schedule a Manager feature. Customers are highly encouraged to complete the Support Survey whenever the ticket is closed.
Our ask to you as a customer
Successfully prioritising deliverables is dependent on the quality of feedback and data we are able to collect from our customer base at scale. We highly appreciate your engagements and want to ensure you that we are continuously analysing and evaluating the feedback you provide us with, so please, continue to respond to the the SAP Customer Loyalty (NPS) and satisfaction surveys, engage with us in the Continuous Influence Sessions on SAP Customer Influence Portal by posting and voting for improvements requests, and make sure to stay current on 2211 with the latest Update Releases to take advantage of fixes, security updates, and new innovations.
Please share your feedback on this article in a comment and follow our SAP Commerce Cloud topic page to connect with the community!
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