Q: What is “SAP Commerce” [ or SAP Hybris]?

= Enterprise multichannel e-commerce & product content

management (PCM) software.

Q: What are the different eCommerce Solutions? =

SAP – “SAP Comm”, Oracle – ATG, IBM -- [Link], Open Source – Magento, and ….

Conclusion = Java -- Project == “SAP Comm” -- Extension == ATG – Modules.

SAP has integrated its own premise backend system – SAP CRM & SAP ERP with the Hybris solution, so any
company that has SAP ERP or SAP CRM implemented can easily move to the SAP Hybris solution.

Q: What are Hybris Product focuses areas −

• Commerce = B2C, B2B, PCM, Omni-Channel and ...

• Marketing = Used to understand customer behavior in real-time & provide what they need & when
• Revenue (Billing) = Revenue in cloud, Responsive quality control, Billing, Invoicing and ..
• Sales = Understand target customers, grab each opportunity for new sale.
• Service = Allow service experience to its customers. It includes call center, self service.
• Hybris as a Service (YaaS) = Advanced micro services ecosystem. Allow company to develop custom
applications with existing platform.

Q: Explain SAP Hybris Vs C4C (Cloud for Customer)?

• C4C is SAP cloud based CRM (with mobile & light weight) & it’s different from traditional SAP CRM.
• In April 2016 – SAP renamed their C4C as “SAP Hybris C4C”. But Hybris offers Commerce.

Q: What is Digital Transformation (DT)?. Hybris is the DT Technology.

• DT is not just “Not Creating new Website ... Not eCommerce Store ... Not Getting Likes ...”. It’s more …
• Digital = Synonym for “Pace of change” that occur due to “Rapid adoption of technology”.

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 • DT = Strategy, Planning, Organizational change & Innovation …. Enabled by Technology.

Q: SAP C/4 HANA? = SAP 4th Generation Customer Experience Suite.

Note: - SAP Hybris is replaced by SAP CX (Customer Experience) for Brand and SAP C/4 HANA for CX Suite.
Visualize SAP C/4 HANA = Set of “Frontend” Cloud Solutions.

Now, Hybris Commerce → As an eCommerce Platform & Part of C/4 HANA.

Q: What SAP Commerce Cloud Contains?

1. B2B & B2C Commerce

2. Product Content & Catalog management
3. Creating Contextual Experiences = SmartEdit & Hybris Merchandising
4. Omni-Channel Fulfillment (OMS, buy/collect/return processes)

Q: UI Vs UX Vs CX?

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Q: What is eCommence? = Buying & selling of products and services by businesses or consumers over the
WWW.

E-Commerce Classifications =
(1) B2B (Mcmaster, Fastena, Delll) = Companies doing business with each other
(2) B2C (Flipkart/Amazon/Dell) = Businesses selling to public without human interaction (through s/w)
(3) C2B ([Link]) = Consumers post a project online, companies bid the project. Consumer
reviews & selects the company.
(4) C2C ([Link], eBay) = Place ADS online where individuals can buy and sell their goods
(5) Business-to-Administration (B2A) (Social Security) = All transactions conducted online between
companies and public administration.
(6) Consumer-to-Administration (C2A) (Education, Taxes, Health) = All electronic transactions between
individuals and public administration.

Q: Differences between B2B & B2C?

B2B B2C
Creation of Brand value Trust & Mutual Relationship Advertising & Promotions
Marketing More complex Simple marketing & sales cycles
Buying & Selling time Lengthy & Complex Short & Sweet
Pricing Varies on Fixed
Customer/Region/Volume
Volume / Order Quantities High Low
Need Shipping & Logistics Solution Yes Easy Shipping
Tax and Regulations Has high impact on Sales Low
What type of customers? Logged only Anonymous / Guest / Logged In
Who are the customers? Company (Sales Reps, Brokers.…) Consumers
Website Login Required? Yes May / May not
Who creates Customer Profile? Generally, company (or) Separate Self
Login Registration (Which ask Q’s)
Focus on Business (Lead Generation) Personal (Brand building)
100% eCommerce? No (F2F is required / Some talk) Yes (Possible)
Demand Derived Demand (In-elastic) Direct Demand (Elastic)
Decision Making Group of people Single person
Relationship Long Term Instantly Investing
Look for Efficiency Promotions & Entertainment
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Registration Requires Approvals Anyone can do
In Checkout Process – Payment May be Offline/Cheque/Online Payment gateway integrated
Promotions Varies on Same for all customers
Customer/Region/Volume
Quotations Generated based on discussions & Prices visible in the store.
negotiations
Salesperson mapping to customer Yes (for Sales & Queries) No
Contact Multiple Contacts Single Contact

eCommerce Flow: -

Benefits with E-Commerce?

• Reduced Cost/Labor/Paper work/Errors in keying/Time • Instant worldwide availability

• Improved market analysis • Flexibility with efficiency
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 • Lock in Customers. • New Markets.

Drawbacks of e-Commerce?

• Confidentiality issues • Taxation issues • Credit card fraud

• Security issues • Trust issues • Round-the-clock availability

What are the "Features on an E-Commerce Site"?

• Search Box • Quality Images • Related Product

• Newsletter Subscription • Product Zoom • Categories
• Good Navigation • Good Payment Gateway • Privacy Policy
• Good Return Policy • Customer login & Registration • Good Graphics
• Delivery Information • News & Events • Reviews
• Live Chat • Product Demos • Email a Friend Button
• Shopping Cart • Business Logo • Deals, Offers, Free
• Contact Information • Responsible Design • Loyalty Program
• Catalogs & Products • Storefront • Pages & Blogs
• Customers & Orders • Reporting • Taxes & Locations

Q: Why only Hybris?

(1) Leader -- Hybris is rated a Leader in digital commerce software

(2) Speed of the Front Office (Customer web page rendering) / Back Office Work (Cockpits)
(3) Scale Up -- Hybris is built on robust, agile and open Architecture and Technology
(4) Go Live Fast -- Kick-start project in few months with Hybris Commerce Accelerator. Omni-Channel
solutions are pre-configured for B2C and B2B, and for specific regions and industry
(5) Advanced catalog management (PIM, multi catalog, attributes, bundles, etc.)
(6) Go Where Your Customers Are -- Engage customers contextually & consistently across every
touchpoint through our Omni-Channel offering
(7) Multi / cross / Omni channel capabilities
(8) Take On the World -- Go multi-site, multi-region and multi-currency with internationalization
options embedded in our commerce software
(9) Be Flexible -- Deploy our commerce software on premise, on demand, or as a managed service

Q: Where did Hybris name come from? = “Hybris” is a variation of word hubris. Original Greek meaning of
word derives from the idea of people challenging the gods and (usually) failing.

The word also describes moment where man becomes aware that it is capable of self-determination, and the
responsibility that comes with that.

Q: What are the Hybris Product Family?

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 ✓ Hybris Marketing
o This solution addresses some of the serious gaps in on-premise SAP CRM Marketing solution.
o It enables real-time contextual marketing and helps you understand real-time customer intents
and deliver unique customer experiences.

✓ Hybris eCommerce
o B2B & B2C
o PCM & Accelerators
o Order Management
o Search & Navigations
✓ Hybris Billing
o It offers Subscription Management & Pricing Agility, Billing and Revenue Management, Usage
Mediation and Service Control.
✓ Hybris C4C (Sales & Services)
o This is nothing but SAP CRM Cloud solution. At this point of time, it may not be replacement for
on-premise SAP CRM.
o SAP has finally come up with a cloud based CRM solution to give [Link] run for money.

Note: - SAP is using Hybris as an umbrella term to address huge market segment called Customer Engagement
Management or Custom Experience Management.

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