28 May 2014 – Dubai, United Arab Emirates
How to Streamline Your Sales Team; Make
Every Rep a Hero!
Karla Hirtescu- CRM Lead
Public
Digitally Connected
79%
of customers spend at least 50% of
total shopping time researching
products online.
EMPOWERED
CUST...
EVERY MINUTE
OF EVERYDAY
of YouTube uploads
48 hrs
new mobile web users
217
Wordpress blog posts
347
new websites
571
Four...
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 5Public
OLD CRM RECIPES NO LONGER
WORK
WELCOME TO THE AGE OF
CUSTOMER ENGAGEMENT
TO BE IN THE
GAME
Front Office
EFFICIENCY
STRATEG...
TURN INSIGHT INTO ACTION TO CREATE
EXCEPTIONAL EXPERIENCES
• Drive operational excellence
• Empower employees & partners
•...
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 8Public
SOCIAL DATABUSINESS DATA
ACQUISITION
RETENTION
CUS...
WEB MOBILE EMAIL CALL
CENTER
MARKET
PLACE
INTERNET
OF THINGS
CONTACT
CENTER
POS MARKETING
CHANNELS
DIGITAL
GOODS
SOCIAL
IN...
MARKETING
EMPOWERING THE MODERN MARKETER
• DATA-DRIVEN MARKETING
Capitalize on data driven insights and make
intelligent b...
SALES
ENABLING THE STRATEGIC SELLER
• SALES PERFORMANCE MANAGEMENT
Turn sales strategy into action to engage customers lik...
SERVICE
DELIVERING SERVICE EXCELLENCE
• MULTI-CHANNEL SERVICE
EXCELLENCE
Instant, 360-degree view of customers across all
...
COMMERCE
POWERING THE FUTURE OF CUSTOMER ENGAGEMENT
• B2B COMMERCE
Give business customers a multi-channel shopping
experi...
SOCIAL
CONNECT EMPLOYEES AND CUSTOMERS ONLINE
• SOCIAL IN CONTEXT
Be social and collaborate in the context of
business pro...
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 15Public
SAP CLOUD FOR CUSTOMER
MORE BEAUTIFUL THAN HANA
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 16Public
SAP Cloud for Customer Powers Leading Brands Acro...
17© 2014 SAP AG or an SAP affiliate company. All rights reserved.
• The right insight at the right time
• Specific to your...
© 2014 SAP AG or an SAP affiliate company. All rights reserved.
Thank you
Karla Hirtescu
Karla.hirtescu@sap.com
+971.56.17...
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1100-1130 Karla Hirtescu How to streamline your sales team; Make every rep a Hero!

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1100-1130 Karla Hirtescu How to streamline your sales team; Make every rep a Hero!

  1. 1. 28 May 2014 – Dubai, United Arab Emirates
  2. 2. How to Streamline Your Sales Team; Make Every Rep a Hero! Karla Hirtescu- CRM Lead Public
  3. 3. 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.
  4. 4. 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
  5. 5. © 2014 SAP AG or an SAP affiliate company. All rights reserved. 5Public
  6. 6. OLD CRM RECIPES NO LONGER WORK WELCOME TO THE AGE OF CUSTOMER ENGAGEMENT TO BE IN THE GAME Front Office EFFICIENCY STRATEGICTACTICAL TO WIN THE GAME TO CHANGE THE GAME INTERNAL FOCUS Front Office EFFECTIVENESS Customer EXPERIENCE MARKET FOCUS CUSTOMER ENGAGEMENT FOCUS ON 1:1 Inside - Out Inside - Out Outside - In Viral Video
  7. 7. TURN INSIGHT INTO ACTION TO CREATE EXCEPTIONAL EXPERIENCES • Drive operational excellence • Empower employees & partners • Deliver on your promises EXECUTION INSIGHT • Understand customers • Identify opportunities • Predict their needs & behavior EXPERIENCE Interact with customers 1:1 in the moment when it matters across channels & touch points
  8. 8. © 2014 SAP AG or an SAP affiliate company. All rights reserved. 8Public SOCIAL DATABUSINESS DATA ACQUISITION RETENTION CUSTOMER LIFE CYCLE AWARENESS TO ADVOCACY Marketing Activities Social Networks CREATE DEMAND UNDERSTAND THE CUSTOMER BUILD NETWORK OF ADVOCATES UNDERSTAND THE EXPERIENCE
  9. 9. WEB MOBILE EMAIL CALL CENTER MARKET PLACE INTERNET OF THINGS CONTACT CENTER POS MARKETING CHANNELS DIGITAL GOODS SOCIAL INDUSTRIES MARKETIN G SALES SERVICE SOCIAL COMMERC E PREDICTIVE ANALYTICS HANA AS A PLATFORM SAP CLOUD FOR CUSTOMER ENGAGEMENT: PRODUCT PORFOLIO OVERVIEW
  10. 10. MARKETING EMPOWERING THE MODERN MARKETER • DATA-DRIVEN MARKETING Capitalize on data driven insights and make intelligent business decisions to maximize the ROI • AGILE MARKETING Market with speed and precision and convert on market opportunities before they disappear • ENGAGING CUSTOMER EXPERIENCES Deliver engaging customer experience seamlessly across multiple interaction channels
  11. 11. SALES ENABLING THE STRATEGIC SELLER • SALES PERFORMANCE MANAGEMENT Turn sales strategy into action to engage customers like never before, drive revenue, and exceed goals and objectives. • COLLABORATIVE SELLING Make every sales interaction count by connecting sellers and customers with the right content, insights, and experts at every stage of the deal. • SELLING THROUGH CONTACT CENTERS Make real-time offers to increase cross-sell and up-sell, drive revenue, and improve satisfaction. • BILLING REVENUE & INNOVATION MANAGEMENT Monetize services with flexible pricing and revenue tools • RETAIL EXECUTION Transform retail visits to win at the shelf
  12. 12. SERVICE DELIVERING SERVICE EXCELLENCE • MULTI-CHANNEL SERVICE EXCELLENCE Instant, 360-degree view of customers across all channels, and enable real-time collaboration to solve complex cases. • STREAMLINED SERVICE OPERATIONS Access a real-time view of operation status, key performance indicators (KPIs), and customer feedback for immediate adjustment and corrective action • SERVICE-DRIVEN TOP-LINE GROWTH Leverage customer service interactions to cross-sell and up-sell; bundle value-added service with products.
  13. 13. COMMERCE POWERING THE FUTURE OF CUSTOMER ENGAGEMENT • B2B COMMERCE Give business customers a multi-channel shopping experience, increasing revenue and reduce selling cost • B2C COMMERCE Deliver the state-of-the-art unified shopping experience that drive high conversion and revenue OPTIMIZED COMMERCE WITH hybris is SAP’s strategic Omni-Channel Commerce solution, multiplying the power of other SAP solutions and re-defining customer engagement.
  14. 14. SOCIAL CONNECT EMPLOYEES AND CUSTOMERS ONLINE • SOCIAL IN CONTEXT Be social and collaborate in the context of business processes whether on external social media or within your enterprise • DEEP INSIGHTS Understand customers and concepts by turning social media buzz into insight • SCALABLE ENGAGEMENT Grow your capacity, not your team with powerful tools to manage the scale and speed of social
  15. 15. © 2014 SAP AG or an SAP affiliate company. All rights reserved. 15Public SAP CLOUD FOR CUSTOMER MORE BEAUTIFUL THAN HANA
  16. 16. © 2014 SAP AG or an SAP affiliate company. All rights reserved. 16Public SAP Cloud for Customer Powers Leading Brands Across Industries Manufacturing Retail & Wholesale High Tech & Telco Consumer Products & Life Sciences Services & Public Sector Media, Sports, Travel & Hospitality
  17. 17. 17© 2014 SAP AG or an SAP affiliate company. All rights reserved. • The right insight at the right time • Specific to your industry • Integrated to your enterprise • With an experience that drives results SAP CLOUD FOR CUSTOMER ENGAGEMENT FOR: IT’S TIME TO ENGAGE CUSTOMERS LIKE NEVER BEFORE Service CommerceSales SocialMarketing
  18. 18. © 2014 SAP AG or an SAP affiliate company. All rights reserved. Thank you Karla Hirtescu Karla.hirtescu@sap.com +971.56.177.6618
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