Customer Engagement & Commerce Evolution of CRM David J Moore

Legal Disclaimer

The information in this presentation is confidential and proprietary to SAP and may not be disclosed without the permission of SAP. This presentation is not subject to your license agreement or any other service or subscription agreement with SAP. SAP has no obligation to pursue any course of business outlined in this document or any related presentation, or to develop or release any functionality mentioned therein. This document, or any related presentation and SAP's strategy and possible future developments, products and/or platforms directions and functionality are all subject to change and may be changed by SAP at any time for any reason without notice. The information on this document is not a commitment, promise or legal obligation to deliver any material, code or functionality. This document is provided without a warranty of any kind, either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a particular purpose, or non-infringement. This document is for informational purposes and may not be incorporated into a contract. SAP assumes no responsibility for errors or omissions in this document, and shall have no liability for damages of any kind including without limitation direct, special, indirect, or consequential damages that may result from the use of this document. This limitation shall not apply in cases of intent or gross negligence.

All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differ materially from expectations. Readers are cautioned not to place undue reliance on these forward-looking statements, which speak only as of their dates, and they should not be relied upon in making purchasing decisions.

CONFIDENTIAL

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.

EVERY MINUTE OF EVERYDAY

of YouTube uploads 48 hrs

new mobile web users 217

Wordpress blog posts 347

new websites 571

Foursquare check-ins 2,083

Flickr photos 3,125

Instagram photos 3,600

Email messages 204,167,667

Google queries 2,000,000

Facebook shares 684,478

Consumers spend $272,070

Twitter tweets 100,000

Apple app download 47,000

Facebook likes 34,722

SOURCE: DOMO, INC.

61,141 hours of music uploaded

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

CUSTOMER EXPERIENCE LEADERS OUT PERFORM THE LAGGARDS

Over a recent five-year period during which the S&P 500 was flat, a stock portfolio of customer experience leaders grew 22%. During this time, Forrester found that those companies who performed poorest in the Customer Experience Index also performed poorest in terms of stock performance.

SOURCE: FORRESTER RESEARCH 2012

+22% - 46%

Awareness

Interest

And this is no longer my journey. Desire

Action

REFER FRIENDS

POST REVIEW

JOIN GROUPS

TRACK ORDER

RECEIVE PACKAGE

MISSING ITEM

SETUP PHONE

BILLING ISSUE

MAKE PAYMENT

PHONE DAMAGE

TERMINATE SERVICE

NETWORK ISSUE

CHANGE ADDRESS

RECEIVE OFFER

DISCOVER NEED

RESEARCH

RECEIVE OFFER

TRACK ORDER

RESTART SERVICE

SHOP & BUY

SHOP & BUY

RECEIVE PACKAGE

MISSING ITEM

POST REVIEW

SETUP PHONE

BILLING ISSUE

MAKE PAYMENT

PHONE DAMAGE

TERMINATE SERVICE

JOIN GROUPS

NETWORK ISSUE

CHANGE ADDRESS

RESTART SERVICE

RECEIVE OFFER

REFER FRIENDS

WEB

PRINT

DIGITAL ADS

WORD OF MOUTH

SOCIAL

TV

RETAIL STORE

WEB SHOP

REVIEWS

SEARCH KW/ADS

CONTACT CENTER

WEB SHOP

EMAIL

SOCIAL

RETAIL STORE

WEB SHOP

CONTACT CENTER

CONTACT CENTER

RETAIL STORE

CONTACT CENTER

CONTACT CENTER SOCIAL

WORD OF MOUTH

SOCIAL

EMAIL

SUPPORT PORTAL

?

SUPPORT PORTAL

?

BRANDED COMMUNITY

?

AWARENESS

INTEREST

CONSIDERATION

ACTION

USE

ACTION

ADVOCACY

ADVOCACY

DECISION

USE

We choose our own adventure

One customer.

Many journeys.

Infinite possibilities.

Customer Engagement & Commerce SAP’s Response David J Moore

SAP Customer Engagement Solutions Line of Business Functionality

SOCIAL MARKETING SERVICE SALES INDUSTRY CLOUDS

SAP Customer Engagement Solutions Delivering Deep Insights, Great Experiences, and Flawless Execution

PREDICTIVE ANALYTICS

HANA CLOUD PLATFORM

INDUSTRIES

SALES SERVICE COMMERCE MARKETING SOCIAL

WEB SOCIAL CHANNELS

POS CONTACT CENTER

DIGITAL GOODS MOBILE INTERNET OF THINGS

CONTENT CENTER

MARKET PLACE

EMAIL MARKETING CHANNELS

Real-Time Analytics •  Dashboards & forecasting •  Configurable custom reports •  Account 360 •  Mash-ups with SAP BW & Business Objects

SELL LIKE THE BEST AND ENGAGE TO WIN ENABLING THE STRATEGIC SELLER

Opportunity Management & Insight •  Easy Lead, Opportunity & Activity Tracking •  Guided Selling, tailored sales methodology •  Competitor Insight

Groupware Integration •  Full-Featured with 2-way

Sync •  Support for Microsoft

Outlook, Google Gmail, & Lotus Notes

Account Management & Intelligence •  Fast Account & Contact Updates •  360 Customer Intelligence

Integration •  Pre-built enterprise integration to SAP ERP,

SAP CRM, SAP JAM, InsideView, Xactly and more

•  Supports Mashups for easy web integration

Productivity & Personalization •  Flags •  Tags •  Shelf

Collaboration & Social •  Feeds, Followers and @mentions •  Internal, Customers, Partners •  Deal Sites •  Social Selling

•  Quick Creates •  User-Defined Fields •  Workflow

Mobile •  Complete mobile apps, no extra cost •  Support for iPad, iPhone, Blackberry & Android

Customer Engagement & Commerce Customer Case Studies David J Moore

SAP CLOUD FOR CUSTOMER POWERS LEADING BRANDS ACROSS INDUSTRIES

MANUFACTURING CONSUMER PRODUCTS & LIFE

SCIENCES

RETAIL & WHOLESALE

HIGH TECH & TELCO

MEDIA, SPORTS ENTERTAINMENT,

TRAVEL

SERVICES & PUBLIC SECTOR

The image part with relationship ID rId9 was

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.

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.

“

”

Pierre Bourbonnière Head of Marketing

At STM our marketing objectives are to generate additional ridership and non-fare revenue. To do this we realised we needed to engage better with our existing customers and provide a better user experience, information, and value.

“

”

Objective Transform STM’s one-to-one marketing strategy to drive loyalty and improve the customer experience through fare and route advice, and geo-localized partner rewards.

Solution SAP Precision Marketing

Benefits Increased fare revenue from greater ride frequency and non-fare revenue from partner ecosystem

AT A GLANCE

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

►  Facilitate seamless, end-to-end business processes across CRM and ERP (incl. risk management, cash flow forecasting…) ►  Improve data quality across lead-to-cash process (while ensuring highest level of data security) ►  Drive CRM tool adoption through an advanced user interface, mobile enablement and data enrichment

BETTER ENGAGE WITH CLIENTS AROUND THE GLOBE WITH SAP CLOUD FOR SALES AND SAP CRM à Single instance for 60,000 users in 100+ countries to enable global opportunity, contact, activity and relationship mgmt.

Boston Scientific

►  Support entire day-to-day business (account & contact management, lead identification, opportunity & ‘project’/bid mgmt.) ►  Flexible solution to adapt to diverse selling models & provide real-time insight into customers (ECC, CRM, BW) ►  Drive sales efficiency and effectiveness through an advanced user interface and mobile enablement (all iPad)

IDENTIFY SALES OPPORTUNITIES & BETTER ENGAGE WITH CUSTOMERS WITH SAP CLOUD FOR SALES à Single instance for 5,000+ users globally to enable entire day-to-day business of sales reps

THANK YOU