What's inside

The guide follows six phases that reflect how a real Customer Loyalty Management project unfolds — from building the business case to day-to-day operations.

Discover — Understand the solution and its business value. If you're evaluating the solution or preparing a business case, this is your starting point. You'll find a product overview video, the official SAP Help page, an introduction to Loyalty and Brand Programs, and the SAP Road Map Explorer for Customer Loyalty Management. There are also AI enablement sessions on Joule and SAP Business AI, relevant across the SAP CX portfolio.

Prepare — Plan your project and set up for success. A well-structured project starts before the first configuration task. This section covers cloud adoption principles, SAP CX security baselines, SAP Cloud ALM for project governance, and the fundamentals of organisational change management. So your team has what it needs before implementation begins.

Explore — Validate the solution and define your configuration. When you're in fit-to-standard workshops, detailed documentation matters. This section points you to the SAP Customer Loyalty Management Help Portal, along with focused guides on Club Management, Communication Topics, and Configuring Points Earning Limits.

Realize — Build, integrate, and test your solution. This is where the configuration work happens. You'll find step-by-step documentation for initial system setup, customer identity configuration, adding promotions, and defining rewards. It also covers how to use SAP Cloud ALM during the build phase and how to explore Joule and Business AI capabilities within SAP CX.

Deploy — Prepare for go-live and stay ready for each release. Go-live preparation takes more than technical readiness. This section helps your team stay aligned on release notes, roadmap updates, and the SAP CX Release Navigator, alongside change management resources to support user adoption before and after the cutover.

Run — Operate, optimise, and maximise adoption. Once you're live, the focus shifts to operations and continuous improvement. You'll find links to SAP CX Live Webcasts & Replays, Cloud Availability Notifications, the Customer Influence Portal for submitting product ideas, the Customer Insights Dashboard, and a quick-reference info sheet for Joule in SAP for Me.