Customer Excellence with SAP Enterprise Information Management (xECM)

CUSTOMER EXCELLENCE WITH SAP ENTERPRISE INFORMATION MANAGEMENT (xECM)

Johan RaedemaekerDelaware Consulting

89% Switch brands

What’s your worst customer experience?

86% Pay more

… by increasing the customer satisfaction through streamlined customer excellence

processes.

Extend the customer lifecyle …

CONTEXT OF THE CUSTOMER CENTRIC COMMUNICATION

Personalized vs mass communication

Need for unified branding across all channels

More than 20 million customer touchpoints on yearly basis

Financial impact

WHAT CUSTOMERS OFTEN GET

marketing sales service

WHAT CUSTOMERS EXPECT

TWO SIDES OF THE MEDAL

Digital Inside – Digital Outside

perceived

Digital Outside

Digital Inside

satisfaction

expected

THE CONNECTION

Digital Inside – Digital Outside

A ROCK-SOLID ENVIRONMENT WITH ALL THE OPPORTUNITIES YOU NEED TO TAKE CAREER FORWARD

A ROCK-SOLID ENVIRONMENT WITH ALL THE OPPORTUNITIES YOU NEED TO TAKE CAREER FORWARD

A ROCK-SOLID ENVIRONMENT WITH ALL THE OPPORTUNITIES YOU NEED TO TAKE CAREER FORWARD

1. Learn

2. Buy

3. Get 4. Use

5. Pay

6. MaintainMarketing Support

Distribution

FinanceSales

Service

OUTSIDE

INSIDE

THE CHALLENGE

Translated to processes

EIM

TECHNOLOGY WORKFORCE

PROCESSES

CUSTOMER

Customer CentricityProcess alignment ensures completeness and integrityTechnology allows automationSmart toolset to the workforce

OUR SOLUTION

CUSTOMER INFORMATION MANAGEMENT

INTEGRATION TOTAL CUSTOMER INTELLIGENCE

CCM CRM

EIM

ERP

CRMCRM

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WHAT DOES THIS MEAN?› Setup a centralized CCM engine› Standardize the outbound templates

› Define & Implement the output channels

› Set up the EIM platform incl the Customer File Template

› Integrate CCM with ERP & CRM › Automated processes to create, distribute and store

communications› Set up also the inbound flows› Connect the Customer File via CRM / EIM / ERP› Monitor the processes

STANDARDIZE - OMNI-CHANNEL - INBOUND & OUTBOUND - AUTOMATE - COMPLIANCE

Translated to Processes / Technology and people

AgileConnected Smart

II - DIGITAL INSIDE

THE JOURNEY TO TOTAL CUSTOMER INTELLIGENCE

I - DIGITAL OUTSIDE

III - INSIGHTS & ANALYTICS

IV - FROM CIM TO EIM

Excellence completes Experience to get total Satisfaction

Process Technology People

Build a complete, digital and actionable knowledge system including analytics

Automated Processes Smart Enterprise Competitive advantage

SOME TAKE-AWAYS

CONTACT

Johan.raedemaeker@delawareconsulting.com

https://be.linkedin.com/in/johanraedemaeker

@raedemaekerj

+32 (0) 475 69 41 10