CUSTOMER ENGAGEMENT & COMMERCE PORQUE EL CAMINO & EL RESULTADO IMPORTAN

Transcription

1 CUSTOMER ENGAGEMENT & COMMERCE PORQUE EL CAMINO & EL RESULTADO IMPORTAN NAME TITLE 2011 SAP AG. All rights reserved. 1

2 QUÉ SIGNIFICA CUSTOMER ENGAGEMENT AND COMMERCE?

3 RELACIONARNOS CON NUESTROS CLIENTES ENTREGÁNDOLES EXPERIENCIAS QUE TENGAN QUE VER CON SU CONTEXTO, CONSISTENTES Y RELEVANTES, INDEPENDIENTE DEL CANAL O DISPOSITIVO A TRAVÉS DEL CAMINO DEL CLIENTE, EN TIEMPO REAL.

4 PORQUE LAS COSAS HAN CAMBIADO LOS CLIENTES ESTÁN EN CONTROL DE LA RELACIÓN LAS REGLAS TRADICIONALES DE MARKETING, VENTAS Y SERVICIO ESTÁN CAMBIANDO EL CAMINO DEL CLIENTE ES COMPLEJO Y OMNICANAL

5 CLIENTES CON PODER SON 79% 53% DIGITALMENTE CONECTADOS of customers spend at least 50% of total shopping time researching products online. EN REDES SOCIALES of customers abandoned an in-store purchase due to negative online sentiment. MEJOR INFORMADOS of customers are willing to try a new brand to get better 59% customer service.

6 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 PRODUCT SUPPORT BILLING ISSUE MAKE PAYMENT DAMAGED ITEM RETURNS JOIN GROUPS DELIVERY ISSUE CHANGE ADDRESS ADDITIONAL PURCHASE 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 DECISION ACTION USE ACTION ADVOCACY ADVOCACY DECISION USE PORQUÉ?CADA CLIENTE TRAMA SU PROPIO CAMINO

7 CADA CAMINO ES ÚNICO Y CADA PUNTO DE CONTACTO INTERESA

8 COMO PODEMOS TENER UN ENGAGEMENT CON CADA INDIVIDUO?

9 TENIENDO UNA PLATAFORMA DE COMERCIO OMNICANAL LIDER Y UNA SOLUCIÓN CENTRADA EL CLIENTE. CADA PUNTO DE CONTACTO. CADA CANAL. GLOBAL. FLEXIBLE. 9

10 ENTERPRISE APPLICATIONS #1 #1 OMNI-CHANNEL COMMERCE PLATFORM 40 años de liderazgo en enterprise software y soluciones tecnológicas La plataforma de comercio con mayor crecimiento, más avanzada, - haciendo posible la próxima generación del customer engagement 10

11 MQ: Digital commerce 2014 SOMOS LÍDERES. Wave OMS: 2013 Wave DX 2014 Wave: B2B Commerce Wave: PIM Wave: B2C Commerce

12 OmniCommerce hybris se adapta a sus necesidades y roadmap IN STORE ASSISTED SALES CALL CENTER CONCEPT STORE - INOVATION - MOBILE, KIOSKS, CAMPAIG NS ACCELERATED VERTICALS WEB COMMERCE B2B COMMERCE B2E COMMERCE 12

13 INCLUYE PRODUCT CONTENT MANAGEMENT: PIM SCOPE ES MUY LIMITADO PARA RICO CONTENIDO EDITORIAL CONTENT PRODUCT VIDEOS SEARCH FILTERS IMAGES (HI-RES & LOW-RES) PRODUCT DESCRIPTION RICH PRODUCT PRESENTATION USER-GENERATED CONTENT CATEGORIES PRODUCT FEATURES CAMPAIGNS PROMOTIONS SIZES ARTICLE NUMBER PRODUCT NAME TECHNICAL FEATURES 2011 SAP AG. All rights reserved. 13

14 DEMO & CASOS

15 MEJOR MANEJO DE LA EXPERIENCIA DEL CONSUMIDOR Better Process and Data Management

16 MEJORAS DE NEGOCIO & REDUCCIÓN DE COSTOS 20% AUMENTO DE LA PRODUCTIVIDAD DE LOS EMPLEADOS 26% AUMENTO DE LA FIDELIDAD DE SUS CLIENTES 26% CUSTOMER SERVICE CONECTADO 26% PROMEDIO DE AHORRO 27% REDUCCIÓN DE LLAMADOS AL CALL CENTER 23% REDUCCIÓN EN DEVOLUCIÓN DE PRODUCTOS

17 CLIENTES CON MODELOS DE NEGOCIOS COMPLEJOS B2B, MRO, $3bn revenue, 6 TB of customer & price data, use of B2C B2B & B2C, one platform for B2B & B2C multi-channel commerce & global brand B2B, operates multiple brands & b2b sides, $100m, 25% growth YoY B2B, online store for channel partners with product configurator based on PCM B2B, portal for sales representatives, channel partners and businesses B2B & B2C, multinational B2B Site ( and a pure online retail store ( B2B2C, white label stores for SME s, centralized logistics, 5k catalogs, 50m items B2B, Wholesale, machinery, electrical goods & supply, support for large sales forces, Integration of Franchise Branches, B2C features are very important B2B shop for audiologist with product configurator B2B, business can buy personalized Gift Cards, $50m B2B, Manufacturer (Oil & Gas), sale of processes goods & use of PCM B2B2C, operates white label stores for Telia, Sprint & more 2011 SAP AG. All rights reserved. 17

18 EN POCAS PALABRAS, HYBRIS es RANKEADA LÍDER POR GARTNER & FORRESTER NATIVAMENTE GLOBAL: MULTI-SITIO, MULTI- IDIOMA, MULTI-MONEDA SOFTWARE IDÉNTICO, ON-PREMISSES, EM LA NUBE,MANAGED SERVICES ÚNICA COMBINACION DE B2B, B2C Y VERTICALES RÁPIDO TIME TO MARKET E INNOVACIÓN. INMEJORABLE TCO CONSTRUÍDA EN UNA PLATAFORMA MODERNADA, BASADA EN STANDARDS ABIERTOS

19 BizX Impact CUSTOMERS HYBRIS EN LATINOAMÉRICA DIGITAL FABRICANTES MINORISTA MAYORISTA TELCO 2011 SAP AG. All rights reserved. 19

20 Muchas gracias