[@thomas_ruhl]

SAP Forum für Customer Engagement & Commerce

SAP Hybris MarketingEngage in Context to Drive

Conversion and Loyalty

Relevant Customer Engagements

INCREASING CUSTOMER EXPECTATIONS

Ultra

Personal

Dynamically

Adapt

Not Creepy

MARKETING IS BROKEN

Marketers bombard customers with irrelevant

messages. Not targeted, not relevant

of online ads are ignoredSource: Google Display Benchmark Tool

99.94%

Email click through rate Source: Getresponse

3.57%

All digital channel response rate Source: DMA Response Rate Report 2015

0.62%

Source 1: “The Contextual Marketing Imperative”, Forrester Oct 2015

Marketers use 11 siloed channels on average…

HOLISTIC APPROACH TO MARTECH IS NEEDED

…and 15 separate systems

to house customer data

Capture and enrich dynamic marketing profiles

DATA IS THE FUEL

Real-time

individualizationPresentation of

relevant content across

all touchpoints

The customer

What they have done

What they may do

What they are doing now

Leverage the real-time contexts to deliver the best customer experiences

EXPLICIT

IMPLICIT

CONTEXT MAKES THE DIFFERENCE

SAP HYBRIS MARKETING: END-TO-END

Merge, match & enrich

Events & interactions

Campaignexecution inall channels

Plan, measure & optimize

Contexts, interests & predictions

Personalizedtargeting &

orchestration

Capturing response

Loyalty data

Market data & events

Sales & service data

Financial data

Industry data

Social media,

mobile, IoT

Extensions

Mobile &

social channel

Digital channel

Personalized

commerce

Interaction center

Lead, opportunity

E-mail, sms,

traditional

Extensions

Discover hidden trends and

anticipate buying behavior

with built-in predictive

analysis

Accurately target and segment from

any data sourceConsolidated view

of customers across

the enterprise

Gain insights into the

customer journey, identify

micro-segments

UNDERSTAND REAL-TIME CUSTOMER INTENTS

Dynamically capture and enrich marketing profiles across all sources

into a single view, gain insights into customer’s real-time intents

Accurately target and

segment from any data

source

Understand

customer’s

sentiments and

interests

Gain accurate

budget and expense

information

Accelerate the marketing processes

to react quickly to opportunities

MARKET WITH SPEED AND AGILITY

Proactively react to customer opportunities with increased visibility

and alignment of the marketing process, resources, and performance.

Increase collaboration and

transparency

Optimize marketing strategies

with real-time insights into

marketing performances

Create personalized

customer engagements

across channel

Remarket to

targeted customers

with timely offers

and promotions

DELIVER CONTEXTUAL EXPERIENCES ACROSS CHANNELS

Convert ‘in-the-moment’ opportunities to dynamically deliver

contextually relevant customer experiences across channels.

Deliver individualized

experiences with

relevant offers and

messages

Convert customers into loyal

advocates

SAP HYBRIS MARKETING: SOLUTION VIEW

3rd Party Applications

(for data & execution)

SAP HYBRIS MARKETING

1st Party Applications

Acquisition Convert Loyalty

Planning

Segmentation Recommendation

Insight

Batch & Events

Social providers

Mobile providers

Email Engines

Ad Providers

ERP, CRM, etc.

CAR, Billing, etc.

Commerce

Sales, Service

Marketing Data Management

Batch & Events

SAP HANA

OBJECTIVE SOLUTION

BENEFITS

• Move from retail- to consumer-centricity

• Create central golden consumer profile

across multiple channels, incl. Foot ID

• Flexible and extensible omni-channel

marketing platform

• Personalize merchandising online stores

• Engage directly with consumers

• SAP Hybris Commerce

• SAP Hybris Marketing

• SAP CAR

CUSTOMERCENTRICENGAGEMENT

• Simplified architecture, maintenance and user adoption

• Single platform to manage data and analytics capabilities

• Guiding sales with what activities to perform at each store

OBJECTIVE SOLUTION

BENEFITS

• Create 360 golden customer profile

• Provide high-speed segmentation

• Real-time data feeds for highest level of

accuracy

• Establish end-to-end marketing process

• SAP Hybris Marketing

• SAP CRM powered by HANA

PUTTING THECUSTOMER AT THE CENTER

• Engaging with consumers in a smart way

• Better customer experience

• Higher return on marketing investment (ROMI)

GET HANDS-ON EXPERIENCE

SAP HYBRIS MARKETING

FREE TRIAL

COMPONENTS INCLUDED:

• MARKETING DATA MANAGEMENT

• SEGMENTATION

• ACQUISITION (Campaign Management)

• PLANNING

• INSIGHT GO TO: bit.ly/trialsaphybrismarketing

THANK YOU

[@thomas_ruhl]