Beyond CRM: a new era for Customer Engagement SAP hybris - Customer Engagement & Commerce

Transcription

1 Beyond CRM: a new era for Customer Engagement SAP hybris - Customer Engagement & Commerce Enrico Manzi VP Business Development CEC EMEA Lisbon, November 4 th 2015

2 Agenda Our World Addressing the change with Beyond CRM Customer Engagement & Commerce Suite Example of Customer Profiling, Marketing & Commerce Conclusion and Q&A 2

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4 TODAY S CUSTOMERS ARE DIGITALLY CONNECTED, SOCIALLY NETWORKED, BETTER INFORMED, AND THEY INTERACT WITH YOU IN EVERY CHANNEL CUSTOMERS ARE IN CONTROL

5 MAPPING DIGITAL TRANSFORMATION

6 LACK OF END-TO-END INTEGRATION, OMNI-CHANNEL REACH AND REAL-TIME ACCESS TO INFORMATION IS A BARRIER TO CREATING LASTING CUSTOMER RELATIONSHIPS TRADITIONAL CRM WAS NOT BUILT FOR THE ERA OF CUSTOMER ENGAGEMENT

7 Beyond CRM

8 SAP CUSTOMER ENGAGEMENT & COMMERCE web mobile In store CC digital goods marketplace IoT social Sms notific. Experience Management Search kw/ads digital ads print agent tools Industries Commerce Marketing Service Sales Billing Customer Data Hub Infrastructure, Platform, Integration (HANA) S/4HANA ERP Business Suite Private Cloud Public Cloud On-Premise

9 Deliver a consistent user experience inspite of backend complexity Omni-Channel

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11 THE CUSTOMER DONUT REAL TIME

12 THE CUSTOMER DIGITAL JOURNEY CONTEXT WHAT THEY MAY DO THE CUSTOMER WHAT THEY ARE DOING NOW WHAT THEY HAVE DONE

13 THE CUSTOMER DIGITAL JOURNEY CONTEXT + REALTIME WHAT THEY MAY DO WHAT THEY ARE DOING NOW REAL-TIME INDIVIDUALIZATION THE CUSTOMER WHAT THEY HAVE DONE

14 THE CUSTOMER DIGITAL JOURNEY CONTEXT + REALTIME + OMNICHANNEL WHAT THEY MAY DO TOUCHPOINTS THE CUSTOMER WHAT THEY ARE DOING NOW REAL-TIME INDIVIDUALIZATION PRESENTATION OF RELEVANT CONTENT WHAT THEY HAVE DONE

15 SAP hybris SOLUTIONS TYPICAL DIGITALIZED PROCESS Insight Agility Experience CRM Sales CUSTOMER DATA MANAGEMENT SEGMENTATION CAMPAIGN PLANNING hybris CONVERSION REAL TIME INSIGHTS PROGRAMS ORCHESTRATION hybris COMMERCE SAP HANA Predictive Analytics REAL TIME RECO & OFFERS hybris RETENTION CRM Service Customer Provenance - ROI

16 Nespresso engages with customers and club members worldwide to deliver the ultimate coffee experience.

17 World's largest leisure and tourism company engages customers from dreaming and planning to booking and enjoying anywhere, anytime, on any device.

18 What SAP has done here is reimagine CRM for a customer engagement technology ecosystem so that it aligns with users who service customers' needs. Kudos to SAP, and the innovators they are. Paul Greenberg, President The 56 Group, May 2015 SAP s vision for customer engagement is one of delivering consistent and relevant omnichannel experiences throughout the customer journey in real time. a vision that is aligned with Forrester s age of the customer theme Forrester Wave: CRM Suites for Large Organizations, Q SAP has continued to gain validation of its Cloud for Sales SaaS offering improved its user interface one of the few vendors that support offline mobile data supports specialized capabilities across 16 industries Magic Quadrant for Sales Force Automation, 9 July 2015

19 Agenda Our World Addressing the change with Beyond CRM and Customer Engagement & Commerce Suite Example of Customer Profiling, Marketing & Commerce Conclusion and Q&A 19

20 14,3 : 1 Sentiment Ratio

21 SAP HYBRIS MARKETING PRODUCT VIEW SAP HYBRIS MARKETING Planning Insights Acquisition Convert Loyalty* SAP Applications Segmentation Recommendation 3rd Party Applications (for data & execution) SAP Sales Engines SAP Service Batch & Events Batch & Events Ad Providers hybris Commerce Social providers SAP ERP Mobile providers Customer Data Management *Loyalty is only available in USA in 2015 **Orchestration (previously called out as a separate module) is planned to be merged into Acquisition

22 1200+ Customers across 49 countries & 21 industries SAP hybris Commerce: 700+ SAP hybris Marketing: 50+ SAP Cloud for Customer: 600+

23 Feel free to connect with me at : it.linkedin.com/in/enricoamanzi/ THANK YOU