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© 2011 SAP AG. All rights reserved. 1
Gavin Davison Customer Engagement Management, EMEA
SAP Innovation Forum
March 11th 2014 | London
SAP Customer Engagement A conversation
Digitally Connected
79% of customers spend at least 50% of total shopping time researching products online
EMPOWERED CUSTOMERS ARE
Socially Networked
53% of customers abandoned an in-store purchase due to negative online sentiment.
Better Informed
59% of customers are willing to try a new brand to get better customer service.
COMPANIES ARE STRUGGLING TO BREAKTHROUGH & ENGAGE THEIR CUSTOMERS.
2.4 BILLION brand-related conversions happen online everyday.
THIS CHANGES THE RULES FOR MARKETERS
SOURCE – KELLER FAY GROUP
57% of the buying process is completed
before a first interaction with sales.
SOURCE – CUSTOMER EXECUTIVE BOARD
IT CREATES A NEW KIND OF
THINKING AROUND SALES
86% of customers are willing to
pay more for a better
customer experience
SOURCE – AMERICAN EXPRESS GLOBAL CUSTOMER BAROMETER
AND RAISES THE STAKES FOR CUSTOMER
SERVICE
OLD CRM RECIPES NO LONGER WORK
WELCOME TO THE AGE OF CUSTOMER ENGAGEMENT 1st Generation CRM
Front Office
EFFICIENCY
ST
RA
TE
GIC
T
AC
TIC
AL
2nd Generation CRM Customer Engagement
INTERNAL FOCUS
Front Office
EFFECTIVENESS
Customer
EXPERIENCE
MARKET FOCUS
CUSTOMER ENGAGEMENT
FOCUS ON 1:1
Inside - Out Inside - Out Outside - In
WEB MOBILE EMAIL CALL CENTER
MARKET PLACE
INTERNET OF THINGS
CONTACT CENTER
POS MARKETING CHANNELS
DIGITAL GOODS
SOCIAL
INDUSTRIES
MARKETING SALES SERVICE SOCIAL COMMERCE
PREDICTIVE ANALYTICS
HANA AS A PLATFORM
SAP CLOUD FOR CUSTOMER ENGAGEMENT: PRODUCT PORFOLIO OVERVIEW
© 2011 SAP AG. All rights reserved. 9
Bringing it to life!
Krissy Espindola Director, Knowledge Management & Social Customer Support
Looking at our results with social engagement, the ROI is tremendous. We are getting a 94% resolution rate as compared to our usual 11-12%. We are seeing tremendous ROI servicing our customers on social using these tools.
“
”
Objective Take on larger rivals by providing a delightful social media experience
Solution SAP Social Media Analytics by NetBase SAP Cloud for Social Engagement
Benefits Meet increasing demand for social media interaction without scaling team. Reduced churn. More cost-effective customer acquisition with marketing messages based on social buzz.
AT A GLANCE
Objective Equip sales teams to engage with new customers and penetrate new markets while managing increasing customer and buying process complexity.
Solution SAP Cloud for Sales Retail Execution
Benefits More effective activity planning and visit execution with the ability to take orders and execute trials on the spot. Better lead,
account, and pipeline management.
AT A GLANCE
Jean-Marc Duvoisin CEO, Nestlé Nespresso SA
Nespresso maintains a direct dialogue with our consumers and Club Members. Worldwide they interact with us through an array of consumer contact points. SAP Cloud for Sales allows us to focus on delivering the ultimate coffee experience to our consumers.
“
”
© 2011 SAP AG. All rights reserved. 12
“…and what is refreshing is to see the
SAP CRM messaging emerging with
both feet on the ground around
customer engagement. They are
finally getting their act together on the
messaging after years of continuous
transition – a harbinger of good things.”
“[SAP] has the best field service
application I’ve ever seen –
especially for the field service
technician. Aside from the standard
scheduling/routing apps, this
application has an [innovative and
useful] visualization engine.”
“SAP Cloud for Sales, by being a smart
second-mover, has jumped over first-
generation SaaS sales solutions, such
as Salesforce.com and NetSuite,
precisely because SAP originally
designed and built Cloud for Sales with
social, mobile, and analytics in mind.” –
Evan Quinn, EMA Research, January 2014
“SAP Cloud for Sales delivers on these new
key areas (social, mobile, predictive) to take
sales effectiveness to the next level and
equip sales organizations with the tools they
need to engage today’s empowered
customers.”
Barry Trailer, CSO Insights, January 2014
“Our interviews with four existing
customers and subsequent financial
analysis found that a composite
organization based on these
companies experienced risk adjusted
ROI of 655% and benefits in net
present value totaling $2,099,780”,
Forrester TEI Study, February 2014
Analyst and Influencer Reaction
Paul Greenberg,
ZDNet, Feb 2014