Next Generation Customer Engagement with SAP 360 Customer

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  • 1. SAP 360 Customer - Transforming the WayYou connect with CustomersMarcus Ruebsam, Senior Vice President, LoB Customer Solution Management, SAP AGTuesday, April 02, 2013
  • 2. Agenda1. Market Trends and Observations2. Overview3. SAP CRM powered by SAP HANA and HANA Technology4. New Solutions in Detail5. Market Feedback and Summary6. Questions / Discussion© 2012 SAP AG. All rights reserved. 2
  • 3. Agenda1. Market Trends and Observations2. Overview3. SAP CRM powered by SAP HANA and HANA Technology4. New Solutions in Detail5. Market Feedback and Summary6. Questions / Discussion© 2012 SAP AG. All rights reserved. 3
  • 4. Why? Empowered Customers are changing the Rules and… SOCIALLY NETWORKED BETTER DIGITALLY INFORMED CONNECTED© 2012 SAP AG. All rights reserved. 24
  • 5. … their Expectations continue to rise Convenience Responsiveness • Making my life easier • Proactive problem identification and • Simple and fast interactions resolution • Any time, any place, any device • Rapid delivery and execution • Immediate response to customer needs Relevance • Personalized offers • Tailored products and services Reliability • High quality products • Helpful information • Exceptional customer service • … based on individual needs • Accurate, on time delivery© 2012 SAP AG. All rights reserved. 3
  • 6. The Age of the Digital Customer 79% of customers 53% of consumers spend at least 50% of abandoned an in-store shopping time researching purchase because of products online. information they found, such as a negative review.© 2012 SAP AG. AllAll rights reserved.© 2013 SAP AG. rights reserved. 6 6
  • 7. Customer Experience Leaders Outperform the Laggards 22% 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. 46% Source: Forrester Research 2012© 2012 SAP AG. AllAll rights reserved.© 2013 SAP AG. rights reserved. 7 7
  • 8. Agenda1. Market Trends and Observations2. Overview3. SAP CRM powered by SAP HANA and HANA Technology4. New Solutions in Detail5. Market Feedback and Summary6. Questions / Discussion© 2012 SAP AG. All rights reserved. 8
  • 9. What? SAP 360 Customer - Bringing it all together with SAP HANA Built on Enterprise Data Cloud Predictive Analytics Mobility Social Collaboration Powered by SAP HANA Real-time Business Elegant innovation without disruption: SAP 360 Customer © 2012 SAP AG. All rights reserved. 9
  • 10. A new Paradigm for Customer Business……Data-driven, Context aware and Action centric Production Big Data Business Suite Logistics Pattern Predictive Decision Call Center Sensors Recognition Insight processing ... e.g. Action Social Pricing e.g. e.g. Audience Campaign Sentiment Predictive ..... discovery Analysis analytics Loyalty CRM Intelligence Transactional CRM ... HANA Integrated E2E processes from data  insight  decision  action • Effective B2C Business from Big Data to segment of one • Leverage (market) change with zero latency business process performance • Responsive action across the value chain© 2012 SAP AG. All rights reserved. 10
  • 11. Get the 360 View of the Customer in real-time:Anywhere, anytime. Take the right action, immediately Real-time Insight Real-time Interactions Real-time Execution True customer 360 insight with 1:1 Customer Engagement with context Plan and execute effectively and embedded and predictive through Social Channels and on any efficiently analytics device In the Cloud or On Premise Attract and retain more customers while driving profitability & growth© 2012 SAP AG. All rights reserved. 11
  • 12. What’s New? SAP Customer ValueSales on Demand IntelligenceSocial on Demand SAP Account IntelligenceCollaboration with SAP Audience DiscoverySAP JAM and TargetingCustomer BriefingSales Diary Predictive AnalyticsSAP Sales 2.0 Sentiment Intelligence RDSField Service SAP Precision Retailing Web Channel Experience Management 3.0 SAP Visual Enterprise & SAP CRM Service *also available as RDS Solution© 2012 SAP AG. All rights reserved. 13
  • 13. Agenda1. Market Trends and Observations2. Overview3. SAP CRM powered by SAP HANA and HANA Technology4. New Solutions in Detail5. Market Feedback and Summary6. Questions / Discussion© 2012 SAP AG. All rights reserved. 14
  • 14. SAP HANA Product-VisionHasso Plattner’s “Grand Unifying Theory” Clients Mobile SAP SAP SAP New SAP Further ERP CRM Business Applications Warehouse Applications SAP HANA = Business Data Platform This presentation outlines our general product direction and should not be relied on in making a purchase decision. This presentation is not subject to your license agreement or any other agreement with SAP. SAP has no obligation to pursue any course of business outlined in this presentation or to develop or release any functionality mentioned in this presentation. This presentation and SAPs strategy and possible future developments are subject to change and may be changed by SAP at any time for any reason without notice. 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. SAP assumes no responsibility for errors or omissions in this document, except if such damages were caused by SAP intentionally or grossly negligent.© 2012 SAP AG. All rights reserved. 15
  • 15. Innovations through HANA Technology1. In-Memory Database No data loading from disk during operation2. Column Store Fast column based data access (e.g. WHERE) without DB indices3. In-Database Computing Delegate data processing into the database (e.g. GROUP BY / ORDER BY / native HANA Code)© 2012 SAP AG. All rights reserved. 16
  • 16. SAP CRM powered by SAP HANALab Results Up to 115 x 100% search performance full search flexibility A search in a CRM system is the most common use case. Consistent search performance, independent of the Typical searches are for lists, not single items. Improvements amount or combination of search attributes for in search performance have a direct benefit for user transactional or master data searches. productivity. 0 latency insights Up to 10 x operational reporting loyalty processing Operational Reporting and Monitoring available in real time, based Fast processing of Member Activities in Loyalty on granular business data, for business users. Zero latency for Management. Typical transactional performance in insights into current business operations. other areas is on par with anyDB.. Save up to 50% of database size 5 Up to x faster call No database indices required center performance Using HANA Database makes all database indices obsolete. Call Center Performance improved in several areas of This can save up to 50% of database size in typical processing interactions (e.g. account retrieval and customer systems using classical databases. searches for registered product)© 2012 SAP AG. All rights reserved. 17
  • 17. CRM Interactive Reporting based on Hana Virtual Data Models (VDM)*enables CRM users to define & deploy high performance embedded reports without need for additionaltools, consultants or IT support 1. Report creation & 2. Report 3. Advanced analysis in sharing consumption & Excel, SAP Visual personalization Intelligence etc. Embedded Self-Service Analytics accessing CRM Data in real-time *Hana Virtual Data Models are analytical views which join CRM data in real-time. © 2012 SAP AG. All rights reserved. 19
  • 18. In-Memory Database: Analytical Views instead of ETL On-the-Fly Cubes (in-Memory) Classic Data Warehouse Report Data Warehouse, e.g. SAP Business Warehouse OLAP Cube, also: Info Cube Report Fact Table Dimension 1 Dimension 2 Dimension ... Primary Key Dimension Key Dimension Key Dimension KeyHANA reports directly Fact 1 Attribute 1 Attribute 1 Attribute 1 Data warehouses Fact 2 Attribute 2 Attribute 2 Attribute 2from physical tables. Analytic Fact ... Attribute ... Attribute ... Attribute ... copy data intoData is transformed 3. Load OLAP Cubes in a 3- Viewon-the-fly, i.e. there is Facts Dim 1 Dim 2 Dim ... step process called 010010110 010010110 010010110 010010110no materialization. 110101110 100101011 110101110 100101011 110101110 100101011 110101110 100101011 Extract-Transform- 10101110... 10101110... 10101110... 10101110... Load (ETL).An Analytic View is 2. Transformnot a transformed Transform Table 1 010010110 Table 2 010010110 Table ... 010010110 Copies arecopy of data, 110101110 10101110... 110101110 10101110... 110101110 10101110... materialized, i.e. theit is the plan how to 1. Extract data is saved totransform data on- CRM, ERP,… CRM, ERP,… physical tables in its Table 1 Table 2 Table ...the-fly. Primary Key Primary Key Primary Key Table 1 Primary Key Table 2 Primary Key Table ... Primary Key transformed state. Field 1 Field 1 Field 1 Field 1 Field 1 Field 1 Field 2 Field 2 Field 2 Field 2 Field 2 Field 2 Field ... Field ... Field ... Field ... Field ... Field ... © 2012 SAP AG. All rights reserved. 20
  • 19. How to upgrade SAP CRM 7.x to SAP CRM on HANAInitial migration path  Migration RDS available in late Q1 2013 Update (EhP) Update (EhP) Migration CRM 7.0x SUM 1.0 SP6 CRM 7.02 SUM 1.0 SP6 CRM on HANA SWPM 1.0 SP1 CRM on HANA AS ABAP 7.0x AS ABAP 7.31 AS ABAP 7.40 SP0 AS ABAP 7.40 SP0 Kernel 7.x Kernel 7.20 Kernel 7.38 Kernel 7.38 Any DB Any DB Any DB HANA 1.0 SPS5Three Steps from any DB to HANA App Server App Server 1. System Copy (heterogeneous) with Export (HDB option) to File Server via SAP Installer 3 2. Import to HDB Backup HDD from Fileserver Any DB HANA 1.0 SPS5 via SAP Installer HDD SSD 3. Reconfigure / Reinstall App Server to connect File to HDB. Start and wait until row store engine 1 Server 2 has started up© 2012 SAP AG. All rights reserved. 21
  • 20. Agenda1. Market Trends and Observations2. Overview3. SAP CRM powered by SAP HANA and HANA Technology4. New Solutions in Detail5. Market Feedback and Summary6. Questions / Discussion© 2012 SAP AG. All rights reserved. 22
  • 21. SAP Customer Engagement Intelligence powered by SAP HANAAn integrated Suite of Applications for Intelligence and Action Account Intelligence Audience Discovery and Targeting Customer Value Intelligence Business to Consumer Business to Business© 2012 SAP AG. All rights reserved. 23
  • 22. Introducing SAP JamFor social Collaboration within and beyond the Enterprise  The only broad-based social software that’s infused securely across SAP applications including, SAP CRM and CRM On Demand.  Purpose built social with pre built integrations to sales, service and marketing to help customers, employees & partners get...work…done effectively.  A modern social network, available where you work inside your business, that contextually ties data, process, people and content together.© 2012 SAP AG. All rights reserved. 29
  • 23. Agenda1. Market Trends and Observations2. Overview3. SAP CRM powered by SAP HANA and HANA Technology4. New Solutions in Detail5. Market Feedback and Summary6. Questions / Discussion© 2012 SAP AG. All rights reserved. 36
  • 24. SAP 360 Customer LaunchFeedback from Customers, Analysts and Influencers Esteban Kolsky, ThinkJar:“In an industry where products become obsolete “The objective with SAP 360 Customer is to “I’m finally starting to see SAP is deliveringquickly, we need both a deep and instant create a 360 degree multi-channel customer the promise of CRM through its customers.“knowledge of customer behavior and products experience and it represents SAPs way of pullingbeing sold globally. Thats why Lenovo chose SAP together what SAP refers to as the nexus ofCustomer Relationship Management and forces – those forces being cloud, big data Alan Lepofsky, Constellation Research:supercharged it with SAP HANA.” analytics, mobile and social. “ Kudos to SAP for turning insights into action. No one else has that… Wow, you have put a lot into this end-to-end solution.“That was perfect for us because it would “Organizations need to look beyond theallow us to further leverage our SAP investment customer experience and ensure that innovationto improve profitability.” is also treated as a priority. It is our view that Paul Greenberg, The 56 Group: SAP is adopting this approach, with a well “SAP is really re-inventing itself. Remarkably articulated focus on innovation and co- comprehensive, I am really impressed. SAP innovation with customers.” will be fiercely competitive. One SINGLE“We replaced Salesforce.com with SAP suite message is great. I’m not surprised thatCustomer On Demand and integrated with SAP this is coming from SAP.”CRM. Now we can go on CRM on HANA.” “While it may not be futuristic automated signage with retina scanning, this innovation Peter Ostrow, Aberdeen: will allow merchants to interact with customers “For customers and for SAP I’m very hopeful“SAP 360: Really amazing. This innovation will like never before.” about what I see! It’s a complete 360 degreehave impact on our business and how IT view of the customer. “enables Marketing and Sales.” © 2012 SAP AG. All rights reserved. 39
  • 25. SAP is a Recognized Solution Leader Feedback on SAP 360 Customer The Forrester Wave: Enterprise CRM Suites Q3’ 12”SAP 360 Customer has the potential to deliver previously unrealized CRMbenefits to customers.”Source: Nucleus Research, SAP 360 Customer: Driving Greater CRM ROI, November, 2012“The objective with SAP 360 Customer is to create a 360-degree multichannelcustomer experience and represent SAPs way of pulling together what SAPrefers to as the "nexus of forces" — those forces being cloud, Big Dataanalytics, mobile, and social. “Source: IDC: Key Takeaways from SAPPHIRE NOW, Madrid 2012: SAP’s HANA JourneyContinues, January, 2013“Ovum recommends that IT managers looking for a next generation CRMsolution evaluate this new SAP solution.”Source: Ovum: SAP well positioned to support the customer adaptive enterprise, November29, 2012 Leader in 8 Industries“The solution harnesses the power of in-memory computing, cloud, enterprisemobility and collaboration to allow organizations to revolutionize the way theyengage with their customers beyond traditional customer relationshipmanagement.”Source: CRM Innovation: SAP launches SAP 360 Customer solution, November 19, 2012 © 2012 SAP AG. All rights reserved. 42
  • 26. SAP 360 Customer at a Glance Comprehensive portfolio of integrated, end-to-end solutions designed for marketing, sales and service that help our customers engage better with their customers. SAP Mobile Apps Social Customer on Demand Customer • Mobile Sales Collaboration (Cloud) Engagement • Mobile Service • SAP JAM • Sales On Demand Intelligence* • Customer Briefing • Service On Demand • Sales Diary [HPA] • Social On Demand* Customer SAP Value SAP CRM (On Premise) 360 Intelligence Customer Account Intelligence SAP Interaction SAP (Mobile) Sales Marketing Service Web-Channel CRM Center CRM Audience on Discovery HANA & Targeting Analytics SAP HANA* These solutions are licensed separately © 2012 SAP AG. All rights reserved. 43
  • 27. The next cool thing: SAP 360 CustomerReal time customer insight, interactions and execution Key Benefits: • Super fast because it runs on HANA • User Interface via Mobility & HTML 5 • Deployable via RDS in 6-8 weeks • Full CRM, Industry Specific, Functionality • Only CRM Solution providing a true holistic customer view • Takes into account transactional, analytical and social data • Including newest WEB, SOCIAL and MOBILE Channels© 2012 SAP AG. All rights reserved. 45
  • 28. Where to Find More InformationSAP 360 Customer SAP CRM in Public Web: http://www.sap.com/crm SAP Solution Explorer: https://rapid.sap.com/se/ SAP 360 Customer in 2 min: http://www.youtube.com/watch?v=9uYkn8yPokk SAP 360 Customer info: http://www.sap.com/lines-of-business/sales/sap-360-customer/index.epx SAP Solution Browser: (release deltas): http://www.sapsolutionbrowser.com/ SAP Improvement Finder: http://www.sapimprovementfinder.com/public/ SAP CRM – Business Process Expert Community: http://scn.sap.com/community/crm/sales SAP CRM – WiKi: http://wiki.sdn.sap.com/wiki/display/CRM/Customer+Relationship+Management SAP CRM - Help Portal: http://help.sap.com/crm SAP CRM on Service Marketplace: http://service.sap.com/rkt-crm SAP CRM Demos: http://www.sap.com/solutions/business-suite/crm/demos/index.epx SAP CRM Customer Success Stories: http://www.sap.com/solutions/business-suite/crm/customers/roi.epx Customer On Demand: www.sap.com/solutions/products/sales-on-demand/index.epx To start your free trial on demand solution go to www.onDemand.com © 2012 SAP AG. All rights reserved. 46
  • 29. ExplorerSAP Cross-Industry Standard industry and/or
  • 30. ExplorerSAP Cross-Industry Standard
  • 31. Explorer
  • 32. Agenda1. Market Trends and Observations2. Overview3. SAP CRM powered by SAP HANA and HANA Technology4. New Solutions in Detail5. Market Feedback and Summary6. Questions / Discussion© 2012 SAP AG. All rights reserved. 50
  • 33. Questions?Thank You!