customer excellence with sap enterprise information management (xecm)
TRANSCRIPT
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
https://be.linkedin.com/in/johanraedemaeker
@raedemaekerj
+32 (0) 475 69 41 10