Preface

17

Who This Book Is For

17

How This Book Is Organized

18

Acknowledgments

20

Conclusion

20

1 SAP Hybris at a Glance

21

1.1 Digital Transformation and Customer Experiences

21

1.2 SAP Hybris Portfolio and Solutions

25

1.3 Deployment Options

30

1.4 Front Office versus Back Office

33

1.5 Microservices Architecture and SAP Hybris as a Service

35

1.6 Summary

36

2 Sales

37

2.1 Strategy for Sales with SAP Hybris

38

2.2 SAP Hybris Sales Cloud

40

2.2.1 Account and Contact Management

42

2.2.2 Sales Marketing

50

2.2.3 Lead and Opportunity Management

53

2.2.4 Sales Planning and Forecasting

65

2.2.5 Activity Management

66

2.2.6 Visit Planning and Execution

68

2.2.7 Quotation and Order Management

72

2.2.8 Partner Channel Management

78

2.3 Mobile Sales Scenarios

79

2.4 Reporting and Analytics

82

2.5 Integrating with Other SAP Hybris Front-Office Solutions

85

2.5.1 Integration with SAP Hybris Service Cloud

86

2.5.2 Integration with SAP Hybris Commerce Cloud

86

2.5.3 Integration with SAP Hybris Marketing Cloud

86

2.6 Integrating with SAP S/4HANA and SAP ERP

87

2.7 Integrating with SAP Customer Relationship Management

89

2.8 Summary

91

3 Service

93

3.1 Strategy for Service with SAP Hybris

94

3.2 SAP Hybris Service Engagement Center

99

3.2.1 Self-Service Scenarios

100

3.2.2 SAP Jam Solutions

102

3.2.3 Agent Desktop

104

3.3 SAP Hybris Cloud for Customer

109

3.3.1 Customer Service

110

3.3.2 Field Service

118

3.4 Reporting and Analytics

128

3.5 Integrating with Other SAP Hybris Front-Office Solutions

131

3.6 Integrating with SAP S/4HANA and SAP ERP

133

3.7 Integrating with SAP Customer Relationship Management

134

3.8 Summary

134

4 Commerce

135

4.1 Strategy for Commerce with SAP Hybris

135

4.2 SAP Hybris Commerce Cloud

136

4.2.1 Core Commerce Functionality

137

4.2.2 Business-to-Business and Business-to-Consumer

145

4.2.3 SAP Hybris Commerce Industry Accelerators

150

4.2.4 SAP Hybris Customer Experience

157

4.2.5 Product Content Management

167

4.2.6 Order Management

170

4.2.7 SAP Hybris Commerce as a Service

174

4.2.8 Data Integration in SAP Hybris Commerce Cloud

176

4.2.9 Configure, Price, and Quote

177

4.3 Integrating with Other SAP Hybris Front-Office Solutions

179

4.3.1 Integration with SAP Hybris Marketing

180

4.3.2 Integration with SAP Hybris Cloud for Customer

181

4.3.3 SAP Hybris as a Service Connect

182

4.4 Integrating with SAP S/4HANA and SAP ERP

182

4.5 Integrating with SAP Customer Relationship Management

184

4.6 Summary

185

5 Marketing

187

5.1 Strategy for SAP Hybris Marketing

188

5.2 SAP Hybris Marketing Cloud

190

5.2.1 Consumer and Customer Profiling

191

5.2.2 Segmentation and Campaign Management

197

5.2.3 Commerce Marketing

201

5.2.4 Marketing Resource Management

204

5.2.5 Marketing Analytics

209

5.2.6 Marketing Lead Management

217

5.2.7 Loyalty Management

220

5.3 Integrating with Other SAP Hybris Front-Office Solutions

224

5.3.1 Integration with SAP Hybris Cloud for Customer

224

5.3.2 Integration with SAP Hybris Commerce Cloud

226

5.4 Integrating with SAP S/4HANA and SAP ERP

228

5.5 Integrating with SAP Customer Relationship Management

229

5.6 Summary

230

6 Revenue

231

6.1 Strategy for Revenue and Billing with SAP Hybris

232

6.2 SAP Hybris Billing

234

6.2.1 Business Model Design

235

6.2.2 Subscription Order Management

236

6.2.3 Usage Metering and Transaction Pricing

248

6.2.4 Billing, Receivables, and Collections

250

6.2.5 Partner Revenue Share

257

6.3 SAP Hybris Revenue Cloud

258

6.3.1 Configure, Price, and Quote

259

6.3.2 Order Orchestration or Order Management

260

6.3.3 Subscription Billing

262

6.4 Integrating with Other SAP Hybris Front-Office Solutions

264

6.5 Integrating with SAP S/4HANA and SAP ERP

267

6.6 Integrating with SAP Customer Relationship Management

270

6.7 Summary

272

7 Microservices and SAP Hybris as a Service

273

7.1 Microservices Architecture

274

7.1.1 Monolithic Architecture versus Microservices

276

7.1.2 Why Use Microservices?

278

7.1.3 Adoption of Microservices

281

7.2 SAP Hybris as a Service

281

7.2.1 Introduction to SAP Hybris as a Service

282

7.2.2 SAP Hybris Commerce as a Service

291

7.2.3 Augmenting and Enhancing SAP Hybris Solutions Using SAP Hybris as a Service

294

7.2.4 Develop Your First SAP Hybris as a Service Solution

295

7.3 Summary

297

8 First Steps to SAP Hybris

299

8.1 Evaluating your Operations

300

8.2 Comparing Deployment Options

304

8.3 Choosing a Target Architecture

307

8.4 Applying Implementation Best Practices

313

8.4.1 Implementation Best Practices

314

8.4.2 Rapid Deployment Solutions

315

8.4.3 SAP Education

317

8.5 Summary

320

Appendices

321

The Authors

321

Index

323