SAP's Strategy and Roadmap for Cloud for Marketing How Customers Benefit from Adopting Cloud to Empower the Modern Marketer

Transcription

1 SAP's Strategy and Roadmap for Cloud for Marketing How Customers Benefit from Adopting Cloud to Empower the Modern Marketer Oliver Conze, Global VP Product Management, SAP June 3,

2 Legal disclaimer The information in this presentation is confidential and proprietary to SAP and may not be disclosed without the permission of SAP. This presentation is not subject to your license agreement or any other service or subscription agreement with SAP. SAP has no obligation to pursue any course of business outlined in this document or any related presentation, or to develop or release any functionality mentioned therein. This document, or any related presentation and SAP's strategy and possible future developments, products and or platforms directions and functionality are all subject to change and may be changed by SAP at any time for any reason without notice. The information in this document is not a commitment, promise or legal obligation to deliver any material, code or functionality. This document is provided without a warranty of any kind, either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a particular purpose, or non-infringement. This document is for informational purposes and may not be incorporated into a contract. SAP assumes no responsibility for errors or omissions in this document, except if such damages were caused by SAP s willful misconduct or gross negligence. All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differ materially from expectations. Readers are cautioned not to place undue reliance on these forwardlooking statements, which speak only as of their dates, and they should not be relied upon in making purchasing decisions SAP AG or an SAP affiliate company. All rights reserved. 2

3 OLD CRM RECIPES NO LONGER WORK WELCOME TO THE AGE OF CUSTOMER ENGAGEMENT 1 st Generation CRM 2 nd Generation CRM Customer Engagement FOCUS ON 1:1 STRATEGIC INTERNAL FOCUS MARKET FOCUS CUSTOMER ENGAGEMENT Customer TACTICAL Front Office EFFICIENCY Front Office EFFECTIVENESS EXPERIENCE Inside - Out Inside - Out Outside - In

4 OMNI-CHANNEL CUSTOMER ENGAGEMENT & COMMERCE EVERY TOUCHPOINT. EVERY CHANNEL. GLOBAL. FLEXIBLE. WEB MOBILE SOCIAL CALL CENTER MARKET PLACE DIGITAL GOODS INTERNET OF THINGS CONTACT CENTER POS MARKETING CHANNELS SEAMLESS customer journey across all channels INDUSTRIES MARKETING SALES SERVICE COMMERCE CUSTOMER ENGAGEMENT & COMMERCE PLATFORM SINGLE VIEW of the customer INTEGRATED across sales, service, marketing & commerce Specific to your INDUSTRY 2014 SAP AG or an SAP affiliate company. All rights reserved. 4

5 SAP CLOUD FOR MARKETING Integrated Sales, Service, Marketing in the Public Cloud Marketing Analytics Real-time marketing analytics with actionable dashboards across channels and solutions Agile Marketing Planning Predictive profiling and marketing resource planning to optimize Marketing Spend and Maximize ROI Marketing Orchestration Closed loop Sales and Marketing orchestration across multiple channels Marketing Platform on HANA Leverage HANA as a leading Big Data Customer Engagement & Commerce Platform for rich customer and transaction data Marketing Planning Resource Planning, Big Data Insights for Segmentation Manage Marketing Performance Marketing Orchestration Customer Engagement & Commerce Platform Orchestrate and deliver customer experiences across all channels One common set of rich customer profiles powered by SAP HANA External Data Consumers, marketing and Competitors data Internal Data Customers, marketing and sales data Unstructured Data Social and unstructured web data 2014 SAP AG or an SAP affiliate company. All rights reserved. 5

6 SAP CLOUD FOR MARKETING SAP and Partner Product Portfolio Marketing Planning Manage Marketing Performance SAP Cloud for Marketing (C4M) Marketing Orchestration Web/ Commerce / Campaigns SAP CEI, SAP C4M, SAP CRM SAP Cloud for Marketing Customer Engagement & Commerce Platform Social hybris and SAP Cloud for Customer Call Center 2014 SAP AG or an SAP affiliate company. All rights reserved. 6

7 Create Target Groups Create Campaigns Monitor performance incl. sales impact Closed-loop Marketing & Sales Automation with SAP Cloud for Marketing Design campaigns with service & sales triggers Initiate follow-up sales actions 2014 SAP AG or an SAP affiliate company. All rights reserved. 7

8 Turn Every Marketing Interaction into a Sales Opportunity SAP Cloud for Marketing Orchestrate Campaigns Trigger Marketing Campaigns across multiple channel Specify marketing permissions specific for channels and countries Execute direct campaigns at scale and track campaign success Turn campaign responses into sales opportunities Create Target Groups Leverage sales, service and marketing insights to create effective target groups One-click creation of target groups from standard reports APIs to integrate with 3 rd party segmentation tools Manage Lists and Leads Help sales reps identify relevant leads with predictive lead scoring Easy upload of lists to create leads and target groups Scan and upload business cards with a mobile app Track Marketing Funds Keep track of planned marketing budgets and actual marketing spend tied to campaigns Integration with 3 rd party system for marketing budget planning Manage Marketing Performance Consolidated view on KPIs across Cloud for Sales, Service, Marketing and 3 rd party systems Intelligent notifications for exceptionbased reporting Easy drill downs and personalization Mobile Complete mobile apps at no extra cost Mobile dashboard with offline capabilities Integration Pre-built integration to SAP ERP, SAP CRM, SAP CEI, SAP Jam Packaged integration with key partners like Adobe, Marketo, NetBase, Avention, FanAppz 2014 SAP AG or an SAP affiliate company. All rights reserved. 8

9 Intelligently Manage Your Marketing Performance with SAP Customer Insight* across devices, online and offline Intelligent Exceptions alerts in natural language Monitor key performance metrics Intuitive Beautiful User Experience Easy drill downs and personalization Integrated Part of SAP s Cloud for Customer Suite Integrated to transactional systems 2014 SAP AG or an SAP affiliate company. All rights reserved. * Mobile app that is included with the subscription of SAP Cloud for Customer at no additional cost 9

10 Creating Target Groups with SAP Cloud for Marketing leveraging Marketing, Sales and Services Insights Solution Today Leverage sales, service and marketing insights to create effective target groups One-click creation of target groups from standard reports APIs to integrate with 3rd party segmentation tools Planned Innovations New user interface for creating target groups with drag & drop simplicity Enhanced target group creation with predictive capabilities 2014 SAP AG or an SAP affiliate company. All rights reserved. 10

11 Orchestrating Campaigns with SAP Cloud for Marketing tightly integrated with Cloud for Sales lead management Solution Today Trigger Marketing Campaigns across multiple channel Specify marketing permissions specific for channels and countries Execute direct campaigns at scale and track campaign success Personalize campaign s, e.g., by the recipients languages contact and account data Track campaign responses and provide visibility on marketing interactions to account owners Set up multi-step campaign approval workflows Turn campaign responses into sales opportunities and leads Planned Innovations Campaign orchestration across channels with real-time triggers Survey automation embedded in campaigns editor embedded in marketing content library 2014 SAP AG or an SAP affiliate company. All rights reserved. 11

12 Cloud for Marketing 2014 Roadmap Today Planned Innovations Future Direction Dashboard for Marketing executives Flexible platform for marketing integration and analytics Marketing funds introduction NetBase Integration Campaign orchestration across channels with real-time triggers Enhanced target group creation with predictive capabilities Survey automation embedded in campaigns Adobe Web Analytics integration Marketing Resource Management with Marketing Calendar Predictive campaign planning and execution Integration for Social and Web Campaign execution 2014 SAP AG or an SAP affiliate company. All rights reserved. 12

13 Thank linkedin.com/in/oconze/ 2013 SAP AG or an SAP affiliate company. All rights reserved.

14 SAP Customer Insight for Marketing Video Recap 2014 SAP AG or an SAP affiliate company. All rights reserved. 14