sales and marketing engage customers like never before

7/23/2019 Sales and Marketing Engage Customers Like Never Before

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Executive Overview

© 2014 SAP AG or an SAP affiliate company. All rights reserved.

Sales, Service, and Marketing

Engage Customers Like Never Before

ExecutiveSummary

SAP Solutions SAP Innovations References Contact Us




2 / 32© 2014 SAP AG or an SAP affiliate company.

All rights reserved.

Engaging the Empowered CustomerTechnology has changed the dynamics of customer relationships. People today aremore informed and empowered than ever before. They’re digitally connected and

offer opinions freely using social media. They live in the moment and update theirrelationship status, interact with friends, and share their likes and dislikes in realtime. Companies today need to adapt to this new reality to engage customers andsucceed.

With greater consumer power come higher expectations. Customers want products andexperiences that enrich their lives. They expect convenience. Interactions need to be simpleand quick, when and where customers want them, using their preferred form of contact andcommunication device. Customers also want every interaction to be relevant and personalized totheir particular needs. They want their problems resolved in real time. What’s more, they want

high-quality products and exceptional service that provide immediate impact and deliver on thebrand promise.

These expectations translate into a new set of rules for marketing, sales, and customer serviceorganizations. Marketers are no longer in control of the brand conversation and must find newways to influence buying behaviors. Salespeople are not involved in consumer purchase decisionsuntil late in the buying process. To win more business, salespeople need to find ways to becomerelevant earlier in the customer’s journey. Customer service representatives are no longer behind

the scenes. Their actions are highly visible to the public eye. To maintain a positive brand identity,service representatives must go above and beyond to ensure customer satisfaction.

Executive

Summary


Customer Engagement

Market Situation

SAP Innovations

Business Priorities





Align business practices to engage customers and earn loyalty.

Fast, Responsive, and Dedicated

In the age of the digital customer, competitive advantage depends on an ability to react quickly tocustomer expectations and market insight – and execute at the speed of thought. The key tosuccess is engaging customers throughout the entire consumer lifecycle and consistently creating

exceptional experiences.

An Outside-In Orientation

Companies must adopt a new approach to managing customer relationships. They need to retirethe traditional “inside-out” perspective that focuses on short-term fixes like generating leads, hiringmore salespeople, or shortening call time. Instead, companies need to shift to an outside-inorientation, which recognizes that customers are in charge of the relationship.

Rewards of Customer Engagement

Today’s most successful companies place a premium on one-to-one customer engagement

throughout the entire consumer lifecycle. Their customers willingly become advocates, recruitingnew customers by sharing stories of great experiences while competitors struggle to get attention.

Making Connections and Creating Advocates

Create experiences that exceed customer expectations to win customers and drivesales. Engaged customers become loyal advocates – and offer the best potentialfor growth.

Best-Run Customer

Customer Engagement

Market Situation

SAP Innovations

Business Priorities

Executive

Summary


http://www.youtube.com/watch?v=V9OOp1md-Ss&feature=share&list=PL7475B9FEED82A1E9





Best-run companies closely align their business practices with customerpurchasing preferences – from first awareness to brand advocacy. They lookacross marketing, sales, and service to establish a seamless customer experienceand remove the boundaries to sales and service. They put systems in place to gaininsight that enables them to focus on the following key business priorities – andsucceed.

Business Priorities for Best-Run Companies

Understanding the value drivers for each of these business priorities is key toexecuting as a best-run sales, marketing, and customer service organization.

Strategic Marketing

Strategic Selling

Customer Service Excellence

Omnichannel Commerce

Customer Engagement

Market Situation

SAP Innovations

Business Priorities

Executive

Summary






SAP InnovationsTechnology has shaped the way people live, work, socialize, and function on a day-to-day basis. It is also the catalyst to rewriting the code on how companies connectwith customers in this new reality. SAP is helping companies capitalize on the latesttechnology innovations to better align insight, experience, and execution acrosscustomer-facing teams – enabling great customer experiences and much strongercustomer engagement.

Leveraging the power of the SAP HANA platform, SAP provides next-generation customerengagement solutions that deliver flexibility and enable real business value. Companies canchoose how they want to combine the latest cloud and mobile innovations in the SAP Cloud forCustomer solution, SAP Jam social software platform, and SAP Precision Marketing solution withmarket-proven applications like SAP Customer Relationship Management (SAP CRM), loyaltymanagement software from SAP, and SAP Business Communications Management software.This hybrid approach provides the flexibility to accelerate growth with the right mix of public cloud,private cloud, and on-premise solutions.

With this flexible approach to technology, companies can now have relevant, intelligentconversations with customers. SAP solutions provide context-relevant interaction, access toenterprise data, predictive analytics, cloud and mobile accessibility, social collaboration, and a newuser experience. Companies can gain multidimensional customer insight and interact across socialplatforms to capture and respond to customer sentiment in real time.

Customer Engagement

Market Situation

SAP Innovations

Business Priorities

Executive

Summary






Engage with customers like never before across every channel.

Sales, Service, and Marketing Value Map

Strategic Marketing

SAP Solutions

Strategic Selling



ExecutiveSummary


Strategic Marketing

Data-Driven Marketing

Agile Marketing

Engaging CustomerExperiences


Multichannel ServiceExcellence

Streamlined Service Processand Operations

Service-Driven Topline Growth

Strategic Selling

Sales PerformanceManagement

Collaborative Sales Force Automation

Collaborative Quote to Cash

Selling Through ContactCenters

Omnichannel Commerce B2B Commerce B2C Commerce

Billing and Revenue

Innovation Management





The converging trends of today’s business realities

present challenges to marketers. Empowered customers;the shift to digital, interactive channels; and the explosionof data are driving many marketing organizations to seekinnovative technology solutions to overcome thesechallenges.

Strategic Marketing

Empowered Customers

The digital world has empowered customers,enabling unprecedented access to information.The traditional “four Ps” of marketing – price,product, promotion, and placement – are totallytransparent to them. Through social networking,compliments and criticisms can spread around

the world in minutes. And with a few clicks,customers can see opinions and information thatinfluence their purchasing decisions.

Interaction Channels Are Blurring

At the same time, the channels that people useto interact have exploded. Less than 20 yearsago, face-to-face contact with a salespersonwas the norm. Not anymore.

Customers now expect to interact through awide range of media including call centers,Web sites, mobile, and social media withoutboundaries, leveraging multiple interactivechannels along their buying journey. It’s now

common for customers to research items onlineand check social media sites before making apurchase through another channel such as the

call center or point of sale.

Big Opportunities in Big Data

This shift to interactive digital channels iscreating an explosion of data for organizations.Innovative marketers will find ways to harvestthe insights from Big Data to create competitiveadvantages.

Only 17%Of organizations are ableto use a 360-degree viewof customers to optimizeinteractions throughmarketing tactics

Source: SAP PerformanceBenchmarking

Priorities

Strategic Marketing

SAP Solutions

SAP Solutions

ExecutiveSummary


https://valuemanagement.sap.com/disclaimer/















Benefits

Unified, 360-degree customer view

Clearer understanding of the market

Better prediction of customer actions

Improved conversion rate

More customer advocates

Accelerated time to market

Strategic MarketingSuccessfully engage with target audiences like never before.

SAP software empowers marketers to be data driven and achieve unprecedentedcustomer insights and greater marketing speed and agility. The software enablescompanies to orchestrate seamless customer experiences across touch pointsthroughout the buyer’s journey to build lasting loyalty.

Only 12%Of organizations have anadvanced ability to usemanagement dashboardsto gain full visibility intomarketing planning andbudgeting


Data-DrivenMarketing

Capitalize on data-driven insights and make intelligent business decisions to

maximize ROI.

Agile Marketing

Market with speed and precision, and convert market opportunities before they

disappear.

EngagingCustomerExperiences

Deliver engaging customer experiences seamlessly across multiple interaction

channels.

Priorities

Strategic Marketing

SAP Solutions

SAP Solutions

ExecutiveSummary


















Customers are in the driver’s seat, independently

navigating the buying journey that suits their purchasingpreferences. To take part in this journey, companies needto earn the trust and win the hearts and minds of theircustomers. They need to deliver new value and engagecustomers on their terms.

Strategic Selling

Customers may have power, information, andoptions, but they’re not beyond influence. Lack

of compelling business justification and toomany options can lead to buyer paralysis. Byhelping customers commit to change andnarrow the field, companies can not only guidethem toward the right buying decision but alsoearn their trust. And they’ll move more deals

from "no decision" to "closed and won."

So how can companies engage customers withthis kind of guidance? By having a solidunderstanding of what's important tocustomers, companies are in a better positionto offer the right products and services at theright time.

Companies also need to know what customersare saying about the business – to their peers,to other buyers, and on social networks.Predictive and social media sentiment analyseshelp companies take the customers’ pulse to

reveal what customers want. Companies canthen recommend solutions that satisfy unmetneeds, in some cases even before customers

become aware that those needs exist.

The resulting insights put companies in positionto pitch personalized offers and promotions – engaging earlier in the conversation andinfluencing decisions.

11%Higher sales achievementfor organizations whereselling is facilitated throughcollaboration, communication,and management ofopportunity details


Priorities

Strategic Selling

SAP Solutions

SAP Solutions

ExecutiveSummary

















Benefits

Reduced sales cycle

Better win rate

Increased sales forecast accuracy

Improved customer retention

Increased order accuracy

Enhanced buying experience

Strategic SellingSAP solutions empower the strategic seller to engage customers like never beforeand deliver value throughout the buying journey. With a consumerized userexperience, the right insight, and better execution, sales reps can close more dealsand create customer advocates.

17%More field sales executivesachieve their quota inorganizations where the salespipeline is optimized, ensuringthat cross and add-onopportunities are proactivelypursued


Priorities

Strategic Selling

SAP Solutions

SAP Solutions

Sales Performance

Management

Turn sales strategy into action to engage customers like never before, drive

revenue, and exceed goals and objectives.

Collaborative SalesForce Automation

Make every sales interaction count by connecting sellers and customers with theright content, insights, and experts at every stage of the deal.

CollaborativeQuote to Cash

Collaborate on customer needs and deliver on those needs at a stated price andtime, enabling a perfect order experience every time.

Selling ThroughContact Centers

Make real-time offers based on smart recommendations to increase cross-sell andup-sell, drive revenue, and improve customer satisfaction.

Billing andRevenueInnovationManagement

Monetize service-based businesses with flexible pricing and enhanced cashcollection.

ExecutiveSummary


















Customers have access to more buying options thanever, which means companies must work hard toconsistently exceed client expectations to earn theirbusiness. From delivering service over multiple channelsto building loyalty through proactive interaction, customersatisfaction is the sure path to success.


Today’s customers are digitally connected,

socially networked, and better informed.They expect exceptional service at every turn.Providers that miss the mark can find theirshortcomings broadcast by customers acrossfar-reaching social media channels.

Customers expect great service, no matter where

or how they interact with a company. In fact,customers are often willing to spend moremoney with firms that provide excellent service.

It’s not enough to simply sell customers the

latest gadget. Companies need to back up theiroffers with stellar service and delight customers.

Moreover, service processes must be efficientand effective. Companies must find ways tomanage costs and continue to reduce non-value-added activities while boosting productivity.

6%Higher customer satisfactionrate for organizations wheremultiple levels and tiers ofcustomer service agents areused to optimize individualskills and performance


Customer Service

Excellence

SAP Solutions

Priorities

SAP Solutions

ExecutiveSummary









Benefits

Increased customer satisfaction

Improved service efficiency

Targeted cross- and up-selling

Minimized effort to train agents

Faster answers to common questions

More customer advocates

Customer Service ExcellenceDelight your customers across any channel and drive new revenue.

To exceed the expectations of digitally connected and socially networked customers,companies must understand customers, solve their problems quickly and effectively,and offer added value. Only then can companies win customer loyalty and driveadditional revenue.

Only 26%Of organizations are ableto leverage multichannelcommunication to optimizecustomer contact


MultichannelService Excellence

Provide service reps with an instant, 360-degree view of customers across allchannels, and enable real-time collaboration to solve complex cases.

StreamlinedService Processand Operations

Access a real-time view of operation status, key performance indicators (KPIs), andcustomer feedback for immediate adjustment and corrective action; increaseproductivity of field service technicians through real-time collaboration with mobileconnectivity.

Service-DrivenTopline Growth

Leverage customer service interactions to cross-sell and up-sell; bundle value-added service with products.

Customer Service

Excellence

SAP Solutions

Priorities

SAP Solutions

ExecutiveSummary
















Retail and business customers are more demanding thanever. They expect companies to offer state-of-the-artbuying experiences that are easy, convenient, andrelevant. By adopting an omnichannel approach tocommerce, companies can create experiences that drivebuying decisions and maximize revenue.


An omnichannel approach prompts companiesto enhance the total customer experience.It focuses on engaging customers across alltouch points, traditional and digital included,to create a consistent experience that drivessales.

In the context of business-to-consumer sales,

companies must adopt a customer-centricapproach that caters to the ever-changingmode of shopping and purchasing. Softwarethat supports e-commerce must enable best-in-class search and navigation, advancedpersonalization, recommendation andpromotion capabilities, rating and reviews,linkage to popular social networks, and built-incustomer service.

For business-to-business sales, the require-ments are similar. However, selling tobusinesses requires additional functionalitysuch as advanced personalization,comprehensive order management, andcustomer-specific catalog and pricing. Thesoftware platform must also integrate easilyto customer relationship management and

enterprise software for related processes.

By embracing an omnichannel approach tocommerce and delivering the experiencesexpected by today’s hyperconnected customers,companies can maximize conversion rates anddrive revenue.

Priorities


SAP Solutions

SAP Solutions

ExecutiveSummary






Benefits

Maximized conversions and revenue

Unified multichannel experiences

Cohesive commerce processes

Increased average order value

Reduced selling cost

Lower total cost of ownership

Omnichannel CommerceDrive conversion and revenue with multichannel customer experiences.

In business-to-business (B2B) and business-to-consumer (B2C) commerce, the keyto success lies in the ability to deliver seamless and relevant buying experiences.Omnichannel commerce enables companies to satisfy always-on consumers andmeet the demands of businesses.

B2B CommerceThe SAP hybris B2B Commerce solution helps B2B companies give businesscustomers a multichannel shopping experience to drive revenue and reduceselling cost.

B2C CommerceThe SAP hybris B2C Commerce solution helps B2C organizations deliver state-of-the-art unified shopping experiences that drive high conversion and revenue.

Priorities


SAP Solutions

SAP Solutions

ExecutiveSummary






Applications

Successfully engage customers like never before with SAP Business Suite software powered bySAP HANA.

SAP HANA

Leverage a new class of analytics and applications that help transform business, improveperformance, and enable real-time analytics and planning with the SAP HANA platform.

Mobile

Deploy ready-to-use mobile apps from SAP, engage the SAP Services organization to developcustom apps, or build apps in-house on the SAP platform to engage increasingly mobile customers.

Analytics

Enable real-time insights using trustworthy data. Drive fast, informed decisions with support formobile platforms, predictive modeling, and advanced visualizations.

Cloud

Quickly deploy powerful and flexible solutions to monitor social media conversations, engagecustomers, and collaborate with peers to improve sales effectiveness.

SAP continually invests in new technologies that helpcompanies transform operations and stay ahead of thecompetition. With flexible deployment options, companiescan start small and think big by adopting these technologiesin the manner that’s most convenient – in the cloud, onpremise, or via a hybrid model.

SAP Innovations

38%Higher capability to view,aggregate, and segment datafor organizations that areusing information to managebusiness processes andidentify strategic andcompetitive advantages


Applications

SAP Innovations

The SAP HANA Platform

Mobile

Analytics

Cloud

ExecutiveSummary


















Strategic Marketing

SAP applications help companies capitalize on data-driven insights to engage target audiencesmore effectively by creating personalized buying experiences and deploying marketing tactics withspeed and precision.

Strategic Selling

With SAP software, sales teams gain improved visibility to help drive sales effectiveness. Withdeeper customer insight and our industry-specific functionality tailored to your specific sellingmotion, sales teams can target the right customers and effectively orchestrate the complete buying journey to close more deals faster – anytime, anywhere.


SAP solutions enable companies to streamline service operations. By effectively managinginteractions regardless of the method of contact, companies can solve customer issues faster andbetter ‒ and drive service profitability.

SAP Business Suite powered by SAP HANA enablesorganizations to successfully engage customers to drivedemand and growth. Companies can engage with targetaudiences to maximize profitability, increase saleseffectiveness, and improve customer loyalty by providingexcellent customer experiences.

Applications

Applications

SAP Innovations


Mobile

Analytics

Cloud

ExecutiveSummary






Strategic Marketing

SAP HANA empowers innovative marketers to leverage hidden customer and market insights. Byharvesting these insights, marketers can put effective strategies in place to become leaders in theirindustries.

Strategic Selling

Real-time customer analytics uncover what customers care about most to empower sales teams.By quickly analyzing data across order, shipment, and point-of-sale processes as well as loyalty,social media, and syndicated data, sales teams can deploy tactics that align value propositionswith target audiences and identify cross-sell and up-sell opportunities.


With quick access to Big Data, service reps have all the customer information needed to improveservice quality. In-memory computing can also help reps quickly find solutions to solve customers’

problems and exceed their expectations.

SAP HANA is a game-changing, in-memory computingplatform that helps companies establish a next-generationtechnology stack and run real-time analytics. They canconsolidate the IT landscape and build a competitiveadvantage by running applications and leveragingadvanced analytics in real time on a single data platform.


53%Of organizations report alarge gap between theavailability of Big Data andtheir ability to analyze it forinsights


Applications

SAP Innovations


Mobile

Analytics

Cloud

ExecutiveSummary
















Strategic Marketing

Location-based mobile marketing enables companies to deliver highly personalized shoppingexperiences. Influencing consumer behavior at the point of purchase is essential to improve offerconversion rates and increase basket sizes.

Strategic Selling

Enable sales professionals to engage customers throughout the buying cycle ‒ anytime,

anywhere. By connecting with customers early in the buying cycle and having the tools to close asale on a mobile device, on-the-go sales reps can accelerate sales while delivering a great buyingexperience.


With real-time access to relevant information and solutions, field engineers can realizeunprecedented productivity. And service managers can stay fully connected while on the road withintuitive mobile apps.

Mobile solutions from SAP can fundamentally change theway companies do business. Deploy packagedapplications from SAP, work with the mobile team fromSAP to develop industry-leading apps, or use the mobileplatform to develop unique apps and enable a higher levelof customer engagement.

Mobile

40%Higher employee productivitywhen companies providemobile access to employeesacross all levels


Applications

SAP Innovations


Mobile

Analytics

Cloud

ExecutiveSummary















Strategic Marketing

Marketers with the right analytic tools can unlock the minds of their customers. Leverage advancedanalytics to uncover hidden market trends and true customer sentiments. Use these insights todrive marketing efforts, delight customers, and exceed expectations.

Strategic Selling

Keep up-to-the-minute tabs on business, identify what successful reps do, and find areas forperformance improvement with built-in dashboards and analytics. Harness the power of customervalue intelligence and what-if analysis to determine where sales reps should focus their efforts tomake their numbers every time.


Best-run organizations leverage a wide range of data sources to differentiate services andgenerate new revenue. Likewise, Big Data from the Web can help reps gain insight into hot topicsand customer concerns.

Empower every decision maker in the company withrelevant insights, drive alignment across the value chain,and adapt to constant market changes. Harness theopportunity of Big Data and the power of mobiletechnology with solutions that enable a personal, trusted,interactive view of the business.

Analytics

21%Higher business satisfactionrating for organizations thatuse IT to enable strategic andcompetitive advantages


Applications

SAP Innovations


Mobile

Analytics

Cloud

ExecutiveSummary















Strategic Marketing

Cloud-based offerings enable marketers to better understand the market sentiments aroundbrands, products, and their organization. Improve team collaboration for optimal decision making ina timely manner.

Strategic Selling

Provide sales teams with social, mobile, insightful cloud solutions that are intuitive to use and helpthem sell more effectively. Tap into existing business processes and customer information withprebuilt connectivity to back-office systems that helps you answer customer questions on the spotand orchestrate the complete buying process from lead to cash.


Cloud solutions from SAP provide companies with more ways to engage customers includingsocial media channels and Web self-service. Support agents can become more productive withintuitive applications built for the 21st century.

SAP offers a wide range of cloud solutions to getcompanies up and running in no time. With simple onlinesteps, companies can sign up and immediately begin toautomate sales, service, and marketing processes. Cloudand on-premise offerings can also be integrated to enablea hybrid model.

Cloud

85%Of companies believe cloudtechnology will have a majorimpact on their organizationthrough efficiencies,innovation, or competitivedifferentiation


Applications

SAP Innovations


Mobile

Analytics

Cloud

ExecutiveSummary

















SAP customers represent 98% of the top 100 most valued brands in the world.

SAP touches US$16 trillion of consumer purchases around the world.

SAP customers represent 86% of Global Fortune 500 companies.

Best-Run Customers

Coop

Best-Run Customers

LPG

The Entertainer

Prodir

T-Mobile

Nespresso

Chinatrust

Why SAP?

ExecutiveSummary






SAP is constantly co-innovating with industry-leading organizations to buildsolutions that help turn sales, marketing, and service challenges into opportunities.SAP solutions help organizations engage their customers like never before andbuild a competitive differentiation within their industry.

Customer Co-Innovation

Customer Co-Innovation PartnersSAP provides partners with a portfolio of co-innovation services to facilitate a fast time to market. A cloud-based infrastructure platform enables co-innovative project design as well as IT resourcesto fully provision SAP software landscapes and key partner components. Customers benefit fromstate-of-the art data centers, hands-on experience, and solutions that feature market-leading,enterprise-class components built to perform effectively in SAP software landscapes.

Customer Advisory Council

SAP regularly sponsors meetings, workshops, and business events for marketing, sales, andservice executives. The purpose is to gather together around a common business topic to share

best practices, learn from peers and experts, and network with one another.

Coop

Best-Run Customers

LPG

The Entertainer

Prodir

T-Mobile

Nespresso

Chinatrust

Why SAP?

ExecutiveSummary






“We were able to increase our revenues from coop@home by 22% – particularly thanks to our e-commerce platform in place. We will try tooptimize our efficiency. So far, we have made some valuable progress.”

August Harder, CIO, Coop Group

Basel-based Coop Group is a Swiss cooperative with 2.5 million

members, dedicated to selling food and nonfood products

through different retail channels. With its 75,000 employees and

1,800 points of sale in its home market, Coop is the biggest

retailer in Switzerland, with a market share of 23%.

Coop Group wanted to take up a leading position in the Swiss onlinefood retail market. It launched coop@home – a full-range supermarket

accessible through the Internet and mobile devices such as iPhones. Coopraised revenues for coop@home by 22%.

Key Benefits

Noticeable increase in customer satisfaction

Flexibility to extend coop@home with more and differing products andservices

Orders managed without manual processing and unnecessaryintermediate steps

Ability to make coop@home accessible through Web services from latestmobile devices such as iPad

22%Increase incoop@homerevenues

41%Increase in averagepurchase value

19,000Regular iPhoneusers of

coop@home

Coop

Best-Run Customers

LPG

The Entertainer

Prodir

T-Mobile

Nespresso

Chinatrust

Why SAP?

ExecutiveSummary






“SAP CRM provides all the necessary functionality and is tightly

integrated with SAP ERP. This integration means real-time exchange ofvital information that our top management needs to make decisions, ourmarketing experts need to optimize campaigns, and our sales forceneeds to close business and keep customers satisfied. SAP CRM is farand away the most cost-effective and powerful solution we examined.”

Phillippe Angotta, Manager, CRM, LPG Systems S.A.

LPG Systems S.A. provides rolling massage machines that

beauty and healthcare professionals use to reduce cellulite

and provide body contouring.

LPG knew its revolutionary technology had the potential to spur exponen-tial growth, but it also knew that the business applications it had in placewould stand in the way. Business processes were manual, and keyinformation that the company’s leaders needed to support their growth

strategy was slow to be delivered.

Key Benefits

Improved understanding of customers

Streamlined business processes

Increased the quality, reliability, and consistency of information

Improved internal information sharing via dashboards for betterdecision making

Enabled more targeted marketing and sales campaigns

20%Decrease inmarketing andcommunicationexpense

5%Reduction in costper campaign

Coop

Best-Run Customers

LPG

The Entertainer

Prodir

T-Mobile

Nespresso

Chinatrust

Why SAP?

ExecutiveSummary






“This project allowed Prodir to manage a huge customer database to

increase market knowledge, marketing activity effectiveness, and salesprocess efficiency. The result? More customer fidelity.”

Sonia Martinello, Organization and Purchasing Manager, Prodir S.A.

Since the 1970s, Prodir S.A. has been a leader in the

production of high-quality writing instruments for use

in corporate advertising.

By implementing sales and marketing functions in the SAP CustomerRelationship Management application, the firm has improved itseffectiveness in managing order processes in international marketsand its knowledge of customers and markets.

Key Benefits

Deep, centralized knowledge of customers, markets, andsegmentation

Streamlined order management process with configuration andapproval

Direct online sharing of new product configurations company-wide

Better measurement of marketing campaign effectiveness

60%Improvement innumber of managedmarketingcampaigns

40%Reduction in errorsduring the process

50%Reduction in ordermanagementprocess time

Coop

Best-Run Customers

LPG

The Entertainer

Prodir

T-Mobile

Nespresso

Chinatrust

Why SAP?

ExecutiveSummary






“The customization and extensibility of the hybris platform were major

contributing factors in enabling us to develop our order-fulfilment servicesthat really set us apart, specifically the 30-minute click-and-collect and 90-minute delivery services.”

Duncan Grant, Multichannel Director, The Entertainer

The Entertainer is the largest UK independent toy retailer, with

85 stores across England and Wales, a successful online

brand (thetoyshop.com), and partnership with seven external

channels (including Amazon and eBay).

The Entertainer decided to join forces with hybris (an SAP company) todevelop a multichannel platform that would provide a single view ofinventory (in-store and online) to support a 30-minute “click-and-collect”

service and a 90-minute home delivery service.

Key Benefits

Delivered a unique omnichannel shopping experience, including abilityfor customers to track their orders online and access product inventoryas they shop

Increased site visits, visit durations, and conversion

Increased efficiency in managing product content and attributes

Enabled 30-minute click-and-collect and 90-minute home deliveryorder-fulfillment services

Integrated fully with online selling partners

32%Increase in onlinesales

19%Increase in visitduration

8.6%Increase in numberof visits

Coop

Best-Run Customers

LPG

The Entertainer

Prodir

T-Mobile

Nespresso

Chinatrust

Why SAP?

ExecutiveSummary




27 / 32 © 2014 SAP AG or an SAP affiliate company. All rights reserved.

“Our ROI in dollars is definitively in the millions. Depending on thescale of your operation and your programs, the ROI is at least10 million dollars in opportunity.”

Krissy Espindola, Director Knowledge Management and Support,T-Mobile USA Inc.

T-Mobile USA Inc. provides wireless voice, messaging, and

data services in the United States. It serves approximately

33.4 million mobile customers. T- Mobile USA is a subsidiary

of Deutsche Telekom AG.

The market for mobile service providers is highly competitive. Theirobjective is to take on larger rivals by providing a delightful social mediaexperience. Using the SAP Cloud for Social Engagement solution and

SAP Social Media Analytics application by NetBase, T-Mobile hasincreased the productivity of its social media team by 27% and providesreporting four times faster than it could with the competitive solution itused before.

Key Benefits

Met increasing demand for its social media customer service channelwithout scaling its team

Reduced churn

Increased call deflection

94%Resolution rate ofcustomerinteractions throughsocial media

27%Increasedproductivity

Coop

Best-Run Customers

LPG

The Entertainer

Prodir

T-Mobile

Nespresso

Chinatrust

Why SAP?

ExecutiveSummary





“Now we can focus on employee management and development. With

SAP Business Communications Management and SAP CRM in place,we not only understand our customers better, we also add value to ouremployees.”

Joy Bitoy, Head, Customer Care Department, Chinatrust (Philippines)Commercial Bank Corporation

Chinatrust (Philippines) Commercial Bank Corporation, a

subsidiary of Chinatrust Commercial Bank, wanted to get an

edge in the very competitive personal loan market by gaining

insight into customers’ needs so as to acquire and retain

customers more effectively.

Chinatrust has leveraged SAP CRM and SAP Business CommunicationsManagement to achieve significant revenue growth in this market, along

with excellent customer service.

Key Benefits

Gained the ability to monitor the quality of outbound sales calls andthe transaction history

Increased cross-selling with better customer segmentation

Enabled a significant increase in outbound calls without increasing thenumber of FTEs in the contact center

23%Increase in contactcenter productivity

2%Drop callabandoned rate,down from 60%

10%Revenue increasewithout additionalcontact centerheadcount

Coop

Best-Run Customers

LPG

The Entertainer

Prodir

T-Mobile

Nespresso

Chinatrust

Why SAP?

ExecutiveSummary





“Nespresso maintains a direct dialogue with our consumers and Club

Members. Worldwide they interact with us through an array of consumercontact points. SAP Cloud for Sales allows us to focus on delivering theultimate coffee experience to our consumers.”

Jean-Marc Duvoisin, CEO, Nestlé Nespresso SA

The Nespresso story began in 1986 with a simple but

revolutionary idea: anyone should be able to make the perfect

cup of coffee. Since then, Nestlé Nespresso SA has

revolutionized the way millions of people enjoy espresso.

With the SAP Cloud for Sales solution, Nespresso extends this premiumexperience by understanding and engaging consumers.

Key Benefits Help ensure the perfect coffee experience for both consumers and

business customers

Increase penetration into net-new markets

Achieve high sales, user adoption, improved sales productivity, andbusiness visibility

Equip both enterprise and retail sales reps to understand customerneeds, present unique solutions, and execute more effectively

Coop

Best-Run Customers

LPG

The Entertainer

Prodir

T-Mobile

Nespresso

Chinatrust

Why SAP?

ExecutiveSummary





SAP software supports marketing, sales, service, and omnichannel commerceinitiatives to enable continuous customer engagement throughout the customer

journey. The software helps companies achieve contextual real-time insights,interactions, and execution – anywhere and anytime.

State-of-the-Art Customer Engagement Solutions

SAP solutions empower customer-facing organizations with a unified view of the customer andcontextual real-time insights to help enable a seamless customer experience across everyinteraction channel.

Breakthrough Technology Innovations

SAP maintains an ongoing investment in market-leading technologies like in-memory computing(SAP HANA), mobile, advanced analytics, and cloud-based solutions to help companies staycurrent and succeed as market conditions change and evolve.

Proven Solutions Across Industries

SAP has built trusted relationships with thousands of customers across 25 industries for more than40 years. We consistently enhance our offerings to support industry-specific business processesand develop software to support new business models.

Why SAP?

Coop

Best-Run Customers

LPG

The Entertainer

Prodir

T-Mobile

Nespresso

Chinatrust

Why SAP?

ExecutiveSummary





Benchmark Your Performance

Position your organization for dominance in this new economy with the business performancebenchmarking program from SAP – available free to SAP customers and select prospects.The SAP benchmarking program has helped more than 3,000 organizations assess theirstrengths, uncover areas for improvement, and identify best practices and IT strategies that

generate clear, tangible value – not someday, but today.

Go Live in Weeks

Here’s the fastest way to run your business better: our rapid-deployment solutions. In onepackage, you get everything you need to be up and running quickly – including preconfiguredsoftware and implementation services – in just weeks. With a defined scope and predictablecosts, there are no surprises.

Join Your Community of Practices

Every day, SAP Community Network (SCN) changes the way that thousands of SAP users work.It lets members help one another solve problems, learn, and invent new ways to get thingsdone – faster. Find out how to connect with people, content, and resources.

Find Out More About How Your Organization CanBecome Best-Run

Visit valuemanagement.sap.com >>

Visit sap.com/solutions/rds >>

Visit scn.sap.com >>

ExecutiveSummary


https://valuemanagement.sap.com/

http://www.sap.com/solutions/rds

http://www.sdn.sap.com/irj/scn

http://www.sdn.sap.com/irj/scn

http://www.sap.com/solutions/rds

https://valuemanagement.sap.com/

https://websmp105.sap-ag.de/solutionpackages



Executive Overview


ExecutiveSummary

SAP Solutions SAP Innovations References Contact UsSales, Service and Marketing

For more information, visit us at:

www.sap.com/crm

Also, check out our community pages at:

www.facebook.com/sapcrm

http://twitter.com/sapcrm

www.linkedin.com/groups?gid=2382431&mostPopular=

&trk=tyahr=&trk=tvah

CMP 28577 (14/01)


http://www.sap.com/crm

http://www.facebook.com/sapcrm


http://www.linkedin.com/groups?gid=2382431&mostPopular=&trk=tyahr=&trk=tvah





http://www.facebook.com/sapcrm

http://www.sap.com/crm




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SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks ofSAP AG (or an SAP affiliate company) in Germany and other countries.Please see http://global12.sap.com/corporate-en/legal/copyright/index.epx for additional trademark information and notices.

Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors.

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In particular, SAP AG or its affiliated companies have no obligation to pursue any course of business outlined in this document or anyrelated presentation, or to develop or release any functionality mentioned therein. This document, or any related presentation, andSAP AG’s or its affiliated companies’ strategy and possible future developments, products, and/or platform directions and functionality areall subject to change and may be changed by SAP AG or its aff iliated companies at any time for any reason without notice. The informationin this document is not a commitment, promise, or legal obligation to deliver any material, code, or functionality. All forward-lookingstatements are subject to various risks and uncertainties that could cause actual results to differ materially from expectations. Readers arecautioned not to place undue reliance on these forward-looking statements, which speak only as of their dates, and they should not be

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