SAP Cloud for Customer Expert Session

Transcription

1 SAP Cloud for Customer Expert Session It s time to engage your customers like never before! Joeri Seghers (Expertum) Steve Debruyne (Expertum) Wim Verschoore (SAP)

2 Expertum History Founded in April 2006 by 2 ex-sap BeLux employees Partnerships Today Team of 60+ SAP Experts and Project Managers Mission Exceed client expectations by providing top-quality expertise Provide our people a safe environment for personal and professional growth Strenght Highly skilled & experienced SAP consultants in all SAP areas, combined with a wide industry knowledge in several domains 2

3 Expertum 8 areas of SAP Expertise Innovation in Solutions & Technologies SAP CRM on HANA CRM- C4C HCI Strategic advise Knowledge Management - Product & Service Development 3

4 Expertum 4

5 Agenda The New Sales Context......Requires a New Approach: The SAP Cloud for Customer Solution The Integrated Cloud for Sales Solution Demo-time! Let s Recap The Key Benefits How to Implement? So What s in it for You? The next steps in SAP Cloud for Sales 5

6 Agenda The New Sales Context......Requires a New Approach: The Cloud for Customer Solution The Integrated Cloud for Sales Solution Demo-time! Let s Recap The Key Benefits How to Implement? So What s in it for You? The next steps in SAP Cloud for Sales 6

7 Some facts and figures... EVERY MINUTE OF EVERYDAY SOURCE: DOMO, INC. 48 hrs of YouTube uploads 217 new mobile web users 347 Wordpress blog posts 571 new websites 2,083 Foursquare check-ins 3,125 Flickr photos 3,600 Instagram photos 204,167,667 messages 2,000,000 Google queries 684,478 Facebook shares $272,070 Consumers spend 100,000 Twitter tweets 47,000 Apple app download 34,722 Facebook likes 61,141 hours of music uploaded

8 The New Sales Context... CUSTOMERS HAVE TAKEN CONTROL OF THE BUYING PROCESS. BETTER INFORMED DIGITALLY CONNECTED WILLING TO CHANGE

9 The New Sales Context... ONE THAT KEEPS SELLERS OUT UNTIL IT S ALMOST TOO LATE 57% of the buying process of a B2B buyer is completed before a first interaction with sales. SOURCE - CORPORATE EXECUTIVE BOARD

10 The New Sales Context... IMPACTING YOUR FORECAST TOP LINE

11 The New Sales Context... YET YOUR SALES TOOLS DON T DO WHAT YOU NEED What s in my pipeline? Update my forecast Did we send a quote? Prospects preferences? 74% of CRM deployments for Sales have poor user adoption. SOURCE: CHIEF SALES OFFICER INSIGHTS What s the news on that customer? Who s the product specialist for that deal? Accounts contacts? Warm introducti on?

12 The New Sales Context...

13 Agenda The New Sales Context......Requires a New Approach: The SAP Cloud for Customer Solution The Integrated Cloud for Sales Solution Demo-time! Let s Recap The Key Benefits How to Implement? So What s in it for You? The next steps in SAP Cloud for Sales 13

14 ...Requires a New Approach: The Cloud for Customer Solution SAP CLOUD FOR CUSTOMER ENGAGEMENT Innovate In Cloud Across Marketing, Sales, Service, Commerce, Social & Mobile Leverage On-Premise With hybrid solutions, private cloud, and end-to-end integration Turn Insight Into Action With predictive analytics powered by HANA Verticalize To win in key industries

15 The Cloud for Customer Solution: overview of the suite SAP Cloud for Social Engagement SAP Cloud for Marketing SAP Cloud for Sales SAP Cloud for Service SAP Cloud for Customer on HANA Cloud Platform Hana Cloud Portal HANA SAP HANA HANA Cloud AS AS Integration A A PLATFORM SAP ERP SAP CRM SAP BI Non SAP

16 The Cloud for Sales Solution SAP Cloud for Sales ENABLING THE STRATEGIC SELLER SALES PERFORMANCE MANAGEMENT Turn sales strategy into action to engage customers like never before, drive revenue, and exceed goals and objectives. COLLABORATIVE SELLING Make every sales interaction count by connecting sellers and customers with the right content, insights, and experts at every stage of the deal. SELLING THROUGH CONTACT CENTERS Make real-time offers to increase cross-sell and up-sell, drive revenue, and improve satisfaction. BILLING REVENUE & INNOVATION MANAGEMENT Monetize services with flexible pricing and revenue tools

17 The Cloud for Service Solution SAP Cloud for Service DELIVERING SERVICE EXCELLENCE MULTI-CHANNEL SERVICE EXCELLENCE Instant, 360-degree view of customers across all channels, and enable real-time collaboration to solve complex cases. STREAMLINED SERVICE OPERATIONS Access a real-time view of operation status, key performance indicators (KPIs), and customer feedback for immediate adjustment and corrective action SERVICE-DRIVEN TOP-LINE GROWTH Leverage customer service interactions to cross-sell and up-sell; bundle value-added service with products.

18 The Cloud for Social Engagement Solution SAP Cloud for Social Engagement CONNECT EMPLOYEES AND CUSTOMERS ONLINE SOCIAL IN CONTEXT Be social and collaborate in the context of business processes whether on external social media or within your enterprise DEEP INSIGHTS Understand customers and concepts by turning social media buzz into insight SCALABLE ENGAGEMENT Grow your capacity, not your team with powerful tools to manage the scale and speed of social

19 The Cloud for Marketing SAP Cloud for Marketing EMPOWERING THE MODERN MARKETER DATA-DRIVEN MARKETING Capitalize on data driven insights and make intelligent business decisions to maximize the ROI AGILE MARKETING Market with speed and precision and convert on market opportunities before they disappear ENGAGING CUSTOMER EXPERIENCES Deliver engaging customer experience seamlessly across multiple interaction channels

20 Agenda The New Sales Context......Requires a New Approach: The SAP Cloud for Customer Solution The Integrated Cloud for Sales Solution Demo-time! Let s Recap The Key Benefits How to Implement? So What s in it for You? The next steps in SAP Cloud for Sales 20

21 The Integrated Cloud for Sales Solution BOTH BEAUTY AND BRAINS SAP CLOUD FOR SALES Beautiful user experience Deep customer insight Flawless execution KNOW YOUR CUSTOMERS. SELL LIKE THE BEST. ENGAGE TO WIN.

22 The Integrated Cloud for Sales Solution Cloud for Sales functionalities Collaboration & Social Feeds, Followers Internal, Customers, Partners Deal Sites Social Selling Account Management & Intelligence Fast Account & Contact Updates 360 Customer Intelligence Opportunity Management & Insight Easy Lead, Opportunity & Activity Tracking Competitor Insight Guided Selling Groupware Integration Full-Featured with 2-way Sync Support for Microsoft Outlook and Lotus Notes Mobile Complete mobile apps, no extra cost Support for ipad, iphone, Blackberry & Android Productivity & Personalization Flags Tags Shelf Real-Time Analytics Dashboards & forecasting Integration Configurable custom reports Account 360 Quick Creates Mash-ups with SAP BW & Business Objects Pre-built integration to SAP ERP, SAP CRM, SAP JAM, InsideView, Xactly and more Mashups with most other apps User-Defined Fields Workflow

23 Agenda The New Sales Context......Requires a New Approach: The SAP Cloud for Customer Solution The Integrated Cloud for Sales Solution Demo-time! Let s Recap The Key Benefits How to Implement? So What s in it for You? The next steps in SAP Cloud for Sales 23

24 Demo of Cloud for Sales 1. Overview user interface C4C 2. First contact registration using scan business card functionality 3. Execute direct mailing 4. Plan customer visit in outlook 5. Prepare and execute customer visit 24

25 Overview user interface C4C 1. Overview user interface C4C 2. First contact registration using scan business card functionality 3. Execute direct mailing 4. Plan customer visit in outlook 5. Prepare and execute customer visit Homepage Overview tabs Quick create buttons Brings information to you Ease-of-use of every screen Quickly create items without leaving your current screen 25

26 First contact registration using scan business card functionality 1. Overview user interface C4C 2. First contact registration using scan business card functionality 3. Execute direct mailing 4. Plan customer visit in outlook 5. Prepare and execute customer visit Create lead using business card scanner Add additional info/task to lead Display new lead in C4C One-scan registration Save lead with minimum of info/input Immediate execution and followup of tasks 26

27 Execute direct mailing 1. Overview user interface C4C 2. First contact registration using scan business card functionality 3. Execute direct mailing 4. Plan customer visit in outlook 5. Prepare and execute customer visit Create target group Add members to target group and check address Send direct mailing to target group View results of direct mailing Easy and fast way of creating direct campaign Dashboard to check success rate of a direct campaign 27

28 Plan customer visit in outlook 1. Overview user interface C4C 2. First contact registration using scan business card functionality 3. Execute direct mailing 4. Plan customer visit in outlook 5. Prepare and execute customer visit Start work list from homepage Check the visit plan Plan visit to customer in Outlook calendar Check visit in Cloud for Customer Visit plan reminds you when to plan a customer visit No double calendar maintenance thanks to the Outlook integration 28

29 Prepare and execute customer visit 1. Overview user interface C4C 2. First contact registration using scan business card functionality 3. Execute direct mailing 4. Plan customer visit in outlook 5. Prepare and execute customer visit Check upcoming activities from homepage Add preparation notes to visit Clear view on upcoming visits Be prepared for your visit with previous notes, predefined task/surveys or additional documents 29

30 Prepare and execute customer visit 1. Overview user interface C4C 2. First contact registration using scan business card functionality 3. Execute direct mailing 4. Plan customer visit in outlook 5. Prepare and execute customer visit Add notes during visit Generate summary Efficient way of on-the-spot creation of visit report Efficient way of generating customer visit report for sales manager 30

31 Agenda The New Sales Context......Requires a New Approach: The SAP Cloud for Customer Solution The Integrated Cloud for Sales Solution Demo-time! Let s Recap The Key Benefits How to Implement? So What s in it for You? The next steps in SAP Cloud for Sales 31

32 Let s Recap the Key Benefits Modern, user-friendly user interface Minimum of input necessary to save data (lead, opportunity, prospect, account,...) in the system No standard flows, fully customisable to YOUR salesproces Fully integrated with Outlook, Social Media, ERP,... Fully mobile solution (Ipad, Iphone) Brings/pushes the real-time information to you and your salesteam through reports, feeds, social media content,...

33 Agenda The New Sales Context......Requires a New Approach: The SAP Cloud for Customer Solution The Integrated Cloud for Sales Solution Demo-time! Let s Recap The Key Benefits How to Implement? So What s in it for You? The next steps in SAP Cloud for Sales 33

34 SAP Cloud Implementation Methodology

35 Agenda The New Sales Context......Requires a New Approach: The SAP Cloud for Customer Solution The Integrated Cloud for Sales Solution Demo-time! Let s Recap The Key Benefits How to Implement? So What s in it for You? The next steps in SAP Cloud for Sales 35

36 So what s in it for you? Become/work more efficient Be more prepared every time, anywhere you interact with your customer Know more than your competitors Give your sales reps an easy user experience they ll love to use Help your customers to win at their customers

37 Agenda The New Sales Context......Requires a New Approach: The SAP Cloud for Customer Solution The Integrated Cloud for Sales Solution Demo-time! Let s Recap The Key Benefits How to Implement? So What s in it for You? The next steps in SAP Cloud for Sales 37

38 Thanks for listening! Any questions? More info: