CUSTOMERS ARE HARDER TO ENGAGE THAN EVER.

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1 Customer Engagement & Commerce: un cliente, diversi percorsi, infinite possibilità Ivano Fossati, Director Business Development EMEA CoE

2

3 CUSTOMER ENGAGEMENT

4 CUSTOMER ENGAGEMENT

5 CUSTOMERS ARE HARDER TO ENGAGE THAN EVER. DIGITALLY CONNECTED SOCIALLY NETWORKED BETTER INFORMED

6 DISCOVER NEED RESEARCH RECEIVE OFFER TRACK ORDER SHOP & BUY RECEIVE PACKAGE MISSING ITEM POST REVIEW SETUP PHONE BILLING ISSUE MAKE PAYMENT PHONE DAMAGE TERMINATE SERVICE JOIN GROUPS NETWORK ISSUE CHANGE ADDRESS RESTART SERVICE RECEIVE OFFER REFER FRIENDS WEB PRINT DIGITAL ADS WORD OF MOUTH SOCIAL TV RETAIL STORE WEB SHOP REVIEWS SEARCH KW/ADS CONTACT CENTER WEB SHOP SOCIAL RETAIL STORE WEB SHOP CONTACT CENTER CONTACT CENTER RETAIL STORE CONTACT CENTER CONTACT CENTER SOCIAL WORD OF MOUTH SOCIAL SUPPORT PORTAL? SUPPORT PORTAL? BRANDED COMMUNITY? Each customer has their own journey.

7 REFER FRIENDS POST REVIEW JOIN GROUPS TRACK ORDER RECEIVE PACKAGE MISSING ITEM SETUP PHONE BILLING ISSUE MAKE PAYMENT PHONE DAMAGE TERMINATE SERVICE NETWORK ISSUE CHANGE ADDRESS RECEIVE OFFER DISCOVER NEED RESEARCH RECEIVE OFFER TRACK ORDER RESTART SERVICE SHOP & BUY SHOP & BUY RECEIVE PACKAGE MISSING ITEM POST REVIEW SETUP PHONE BILLING ISSUE MAKE PAYMENT PHONE DAMAGE TERMINATE SERVICE JOIN GROUPS NETWORK ISSUE CHANGE ADDRESS RESTART SERVICE RECEIVE OFFER REFER FRIENDS WEB PRINT DIGITAL ADS WORD OF MOUTH SOCIAL TV RETAIL STORE WEB SHOP REVIEWS SEARCH KW/ADS CONTACT CENTER WEB SHOP SOCIAL RETAIL STORE WEB SHOP CONTACT CENTER CONTACT CENTER RETAIL STORE CONTACT CENTER CONTACT CENTER SOCIAL WORD OF MOUTH SOCIAL SUPPORT PORTAL? SUPPORT PORTAL? BRANDED COMMUNITY? AWARENESS INTEREST DESIRE ACTION USE ACTION ADVOCACY ADVOCACY DESIRE USE Each customer has their own journey

8 CHANGE ADDRESS POST REVIEW MAKE PAYMENT SHOP & BUY JOIN GROUPS SHOP & BUY SETUP PHONE SHOP & BUY RECEIVE PACKAGE MISSING ITEM NETWORK ISSUE PHONE DAMAGE RESTART SERVICE ONE CUSTOMER. BILLING ISSUE TERMINATE SERVICE REFER FRIENDS

9 SHOP & SHOP &BUY BUYSHOP & BUY SETUP PHONE BILLING ISSUE SERVICE REFER FRIENDS MANY JOURNEYS.

10 SHOP & SHOP & BUY BUY INFINITE POSSIBILITIES.

11 THE MAJORITY OF BUSINESSES CAN T SUPPORT AN OMNICHANNEL CUSTOMER JOURNEY. JUST 12% CAN PROVIDE A SEAMLESS HAND-OFF BETWEEN CHANNELS. SOURCE: Forrester Wave Customer Service Solutions 2014

12 LEGACY APPLICATIONS, INTEGRATION CHALLENGES, AND DATA SILOS MAKE THIS IMPOSSIBLE TODAY. CRM. WEB CMS. MOBILE. MARKETING. OMS. STORES. CONTACT CENTERS. ETC. 12

13 WE ATTACK THE CORE OF THIS PROBLEM

14 Web Mobile POS Call Center Social Print TV Single Source of Truth Single view of product Single view of inventory Single view of customers Single view of orders Single Source of Truth ERP WMS PLM CRM Data Pools

15 MAGIC QUADRANT FOR DIGITAL COMMERCE (GARTNER) September 2014

16 FORRESTER WAVE : B2C COMMERCE SUITES Q1 2015

17 FORRESTER WAVE: PRODUCT INFORMATION MANAGEMENT (PIM) May 2014

18 OUR VISION

19 What is customer engagement? WHEN A COMPANY DELIVERS REAL- TIME CONTEXTUAL, CONSISTENT, AND RELEVANT EXPERIENCES REGARDLESS OF CHANNEL OR DEVICE THROUGHOUT THEIR CUSTOMER S JOURNEY, EARNING THE CUSTOMER S TRUST, LOYALTY, AND ADVOCACY.

20 ENGAGE. AMAZE. INSPIRE.

21 Evolution from CRM to Customer Engagement 1 st Generation 2 nd Generation 3 rd Generation MARKETING SALES COMMERCE SERVICE CUSTOMER RECORD MARKETING SALES & SERVICE COMMERCE CUSTOMER RECORD CONTEXTUAL MARKETING & SERVICE SALES & COMMERCE PHYSICAL & DIGITAL EXPERIENCE CUSTOMER INTELLIGENCE Departmental / Channel Silos Simple & Naïve Multi -channel CRM Suites Functional but Complex Omni-channel Engagement Platform Simple & Sophisticated

22 SAP CUSTOMER ENGAGEMENT & COMMERCE PLATFORM Web Mobile Store/ Branch Call Center Digital Goods Marketplace Social Print Search Sales/ Service Marketing Sales Service Commerce SAP Customer Engagement & Commerce Solutions SAP Platforms Applications - Networks

23 SAP has MARKET LEADING SOLUTIONS for EACH GEAR ACQUIRE SAP hybris MKTG Platform SAP Convert SAP Infinite Insight SAP Industry Solutions MONETISE SAP hybris Commerce SAP RTOM SAP BRIM ADVOCACY - COMMUNITY SAP Loyalty Management SAP hybris MKTG Platform SAP JAM SAP Cloud for Social Eng. SAP hybris Commerce SAP Cloud for Sales, Service, Social Engagement SAP Convert SAP JAM FULFILL SAP hybris Commerce SAP for Supply Chain SAP Industry Solutions SAP HCP & HCI ENGAGE

24 ENABLING OUR CUSTOMERS TO DELIVER CONTEXTUAL, CONSISTENT, AND RELEVANT EXPERIENCES REGARDLESS OF CHANNEL OR DEVICE THROUGHOUT THE CUSTOMER JOURNEY.

25 SAP provides the world s leading omnichannel customer engagement & commerce solution EVERY TOUCH POINT. EVERY CHANNEL. GLOBAL. FLEXIBLE. A next-generation enterprise software development platform. CLOUD-READY. SCALABLE. HIGH PERFORMANCE. AGILE. DEVELOPER FOCUSED. FOR HYBRIS, SAP AND AN EVOLVING ECOSYSTEM BEYOND.

26

27 Feel free to connect with me at THANK YOU

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