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Shopping for Business Success

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  • 1. Shopping for business success The ingredients to create a superior customer experience Today’s consumers are using smart devices to shop how, where, and when they want. If retailers are to keep up they must make the shopping experience easy, quick, and personal – whether shoppers spend in store or online. Easy By not adopting new technologies, retailers could miss out on Quick £860 Personal million in sales SOURCE: Conlumino. Online retail sales figures for 2014 exclude food and grocery sales. A recipe for success Understand Anticipate customer buying behavior customer demands Deliver inspiring and personalized experiences via every channel Understand Get to know your customers Solutions for customer insight and personalization from SAP help retailers to market the right product and right offer, at the right time. Right time Right offer Right product SAP’s solutions for customer insight and personalization help retailers to better understand their customers’ needs by using analytics to look at buying patterns, preferences, and demands. Retailers that use tools to understand customer data will be closer to understanding their customers’ needs. SOURCE: Gartner Use the right tools Stay a step ahead Organizations that use business intelligence tools to gain customer insights achieve where up-to-date customer profiles, history and preferences are available at the point of interaction. SOURCE: SAP Performance Benchmarking SOURCE: Performance Benchmarking Anticipate Predict what customers want Be responsive – before they even know they want it. 58% Retailers need to develop a solid relationship with customers in order to understand and anticipate the interaction each individual prefers. They need to capture data in a relevant and timely manner. of organizations plan to implement a predictive analytics tool to encourage communication. SOURCE: Scaling the Peak of Omni Channel Analytics Maturity in Retail Infographic Be proactive Make it personal of enterprises are investing in proactive outbound communications. Retailers can inform and influence customer behavior in real time with one-to-one interactions, enabling customers to shop at any location or any device. 29% Customers want to be informed and inspired on a one-to-one level. SOURCE: Forrester Research 2012 SOURCE: SAP Real-Time Customer Insight report. Deliver for the top 25% of organizations compared with average retailers. SOURCE: SAP Performance Benchmarking consider real-time offer management engines highly important when generating customer-based offers. SOURCE: SAP Performance Benchmarking for the top 25% of retailers compared with average businesses. SOURCE: SAP Performance Benchmarking Best-run companies stay connected with their customers in their preferred channel, continually optimize and reassess their interactions, and create new and exciting offers for mobile savvy consumers. HAPPY SHOPPING SAP® solutions give retailers the insights they need to implement customer-oriented processes and personalized, real-time, one-on-one marketing communications. Find out about the full range of solutions at www.sap.com/retail © 2014 SAP AG or an SAP affiliate company. All rights reserved.