Customer Engagement & Commerce: un cliente, diversi percorsi, infinite possibilità Ivano Fossati, Director Business Development EMEA CoE
CUSTOMER ENGAGEMENT
CUSTOMER ENGAGEMENT
CUSTOMERS ARE HARDER TO ENGAGE THAN EVER. DIGITALLY CONNECTED SOCIALLY NETWORKED BETTER INFORMED
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 EMAIL SOCIAL RETAIL STORE WEB SHOP CONTACT CENTER CONTACT CENTER RETAIL STORE CONTACT CENTER CONTACT CENTER SOCIAL WORD OF MOUTH SOCIAL EMAIL SUPPORT PORTAL? SUPPORT PORTAL? BRANDED COMMUNITY? Each customer has their own journey.
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 EMAIL SOCIAL RETAIL STORE WEB SHOP CONTACT CENTER CONTACT CENTER RETAIL STORE CONTACT CENTER CONTACT CENTER SOCIAL WORD OF MOUTH SOCIAL EMAIL SUPPORT PORTAL? SUPPORT PORTAL? BRANDED COMMUNITY? AWARENESS INTEREST DESIRE ACTION USE ACTION ADVOCACY ADVOCACY DESIRE USE Each customer has their own journey
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
SHOP & SHOP &BUY BUYSHOP & BUY SETUP PHONE BILLING ISSUE SERVICE REFER FRIENDS MANY JOURNEYS.
SHOP & SHOP & BUY BUY INFINITE POSSIBILITIES.
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
LEGACY APPLICATIONS, INTEGRATION CHALLENGES, AND DATA SILOS MAKE THIS IMPOSSIBLE TODAY. CRM. WEB CMS. MOBILE. MARKETING. OMS. STORES. CONTACT CENTERS. ETC. 12
WE ATTACK THE CORE OF THIS PROBLEM
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
MAGIC QUADRANT FOR DIGITAL COMMERCE (GARTNER) September 2014
FORRESTER WAVE : B2C COMMERCE SUITES Q1 2015
FORRESTER WAVE: PRODUCT INFORMATION MANAGEMENT (PIM) May 2014
OUR VISION
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.
ENGAGE. AMAZE. INSPIRE.
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
SAP CUSTOMER ENGAGEMENT & COMMERCE PLATFORM Web Mobile Store/ Branch Call Center Digital Goods Marketplace Social Print Search Sales/ Service Email Marketing Sales Service Commerce SAP Customer Engagement & Commerce Solutions SAP Platforms Applications - Networks
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
ENABLING OUR CUSTOMERS TO DELIVER CONTEXTUAL, CONSISTENT, AND RELEVANT EXPERIENCES REGARDLESS OF CHANNEL OR DEVICE THROUGHOUT THE CUSTOMER JOURNEY.
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.
Feel free to connect with me at : ivano.fossati@sap.com @ifossati www.linkedin.com/in/ivanofossati THANK YOU