SAP Hybris - Hybris ? • Why “Hybrisâ€‌ • New Strategy for SAP • New branding for C4C • New Marketing • What is SAP Hybris • 5 blocks

  • View
    227

  • Download
    2

Embed Size (px)

Text of SAP Hybris - Hybris ? • Why “Hybrisâ€‌...

  • SAP HybrisSolution overview

  • Why Hybris ?

    Why Hybris

    New Strategy for SAP

    New branding for C4C

    New Marketing

    What is SAP Hybris

    5 blocks

    The customer is King.

    Really ?

  • History or Terminology ?

    CRM On Demand

    Cloud for Customer (sales, service, Marketing, Analytics)

    Acquisition of Hybris May 2013

    SAP Hybris Cloud for Customer

    Customer Experience ?

    Customer Engagement ?

    CRM ?

    I am

    confused

  • DIGITAL ECONOMYCONSUMER ECONOMYINDUSTRIAL ECONOMY

    1900 1950 2000

    SCARCITY

    ABUNDANCE

    DESIRE ENGAGEMENTPRODUCTS

    Welcome to the digital economy industry PoV

  • And businesses are too slow to respond

    There are

    And yet

    1.55 BILLIONFACEBOOK USERS

    400 MILLION LINKEDIN USERS

    1.19 BILLIONSMARTPHONEUSERS

    of businesses still

    cant be contacted

    by social media

    56.6%of businesses are ready to support a mobile-first engagement with customers

    17% of businesses existing CRM systems have no way to track customer social media

    interactions

    76.3%

  • CUSTOMER ENGAGEMENT Customer PoV

    19TH CENTURY VS 21ST CENTURY

    AWARENESS

    INTEREST

    DESIRE

    ACTION

    VS

    SHARE RESEARCH

    SHOP

    PURCHASETRIGGER

    EVENT

    COMPARE

  • OLD RECIPES NO LONGER WORK CRM PoV

    WELCOME TO THE AGE OF CUSTOMER ENGAGEMENT

    1st Generation CRM

    Front Office

    EFFICIENCY

    ST

    RA

    TE

    GIC

    TA

    CT

    ICA

    L

    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

  • COMPLEXITY

    MAKES AGILITY

    IMPOSSIBLE.

    8

    CRM. WEB CMS. MOBILE. MARKETING. OMS.

    STORES. CONTACT CENTERS. ETC.

  • SOURCE: 2015 Watermark Consulting

    Customer Experience Leaders Outperform the Market

    8-Year Stock Performance of Customer Experience Leaders vs. Laggards vs. S&P 500 (2007-2014)

    107.5%Customer Experience Leaders

    72.3%S&P 500 Index

    27.6%Customer Experience Laggards

    Cu

    mu

    lative

    To

    tal R

    etu

    rn

  • WEB CONTACT

    CENTER

    DIGITAL

    GOODS

    MOBILE SMS/NOTI-

    FICATIONS

    EXPERIENCE MANAGEMENT

    PLATFORM, INFRASTRUCTURE, INTEGRATION

    DATA & PROCESS MANAGEMENT

    COMMERCE MARKETING SERVICE SALES

    AGENT TOOLSIN STORE

    BRANCH

    SOCIAL

    MEDIA

    MARKET-

    PLACES

    EMAIL

    @

    PRINTINGDIGITAL

    ADVERTISING

    SEARCH

    KW/ADS

    IOT

    Our solution

    BILLING

  • SAP Hybris CommerceTransform with Commerce

    Web Content Management

    Responsive Storefront Pages

    Advanced Personalization

    Merchandising

    Reviews and Comments

    Cross- and Up-selling

    Faceted Search

    Guided Selling

    Punchout Service

  • SAP Hybris BillingMonetizing Customer Transformation

    Business Model Design &

    Pricing Simulation

    Subscription Order Management

    Usage Metering & Transaction

    Pricing

    Billing, Receivables, Collections

    Partner Revenue Sharing

  • SAP Hybris MarketingMarket to the Audience of One

    Cross-channel Engagement

    Targeting and Segmentation

    Marketing Planning

    Single Customer View

    Real-Time Analytics

    Personalization

    Fully Integrated Platform

  • SAP Cloud for Service & SAP Cloud for SocialEnd-to-End Service Excellence

    Omnichannel Service Ticketing

    (Including Social)

    Service Analytics

    Integrated Knowledgebase

    Web Self Service

    Collaboration

    Integration

    Mobile Access

    Field Service

  • SAP Cloud for SalesSell Smarter

    Account Management &

    Intelligence

    Opportunity Management &

    Insight

    Collaboration & Social

    Productivity & Personalization

    Real-Time Analytics

    Mobility

    Groupware Integration

    Integration

    Platform

  • Conclusion customers transactions, experience and engagement

    5 blocks