Are you ready for the screenagers #cm con12

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Are you ready for the screenagers #cm con12

  1. 1. Multichannel Commerce & The Digital CustomerJamie Anderson, Global Marketing Director, eCommerce & Multi-channel solutions, SAP AGSeptember, 2012
  2. 2. The Good Old Days
  3. 3. Now
  4. 4. Social Networks are eating the World 1.3B 1.1B 1.0B 900M+ 330M+ 310MBarry Libert, Open Matters © 2012 SAP AG. All rights reserved. 4
  5. 5. Mobile is fuelling the new human consumption model2012: 327M U.S. 2013: mobile phones most 2015: mobile phonesmobile phones consumer web access primary computing devices deviceCITA, Gartner © 2012 SAP AG. All rights reserved. 5
  6. 6. Enter the world of the new „Digital‟ Customer MOBILITY RICH CONTENT SOCIAL APPS “Touch” replaces the “Click”© 2012 SAP AG. All rights reserved. 6
  7. 7. Technology is Changing the Game Customers are Changing the Rules“70% of selling happens 1before the first sales touch. ”“Customer say…what theyreally want 2is a greatexperience. ”1 Sirius Decisions , 2 McKinsey Quarterly © 2012 SAP AG. All rights reserved. 7
  8. 8. Ch-Ch-Ch-Ch-Changeshttp://www.forbes.com/sites/sap/2012/09/14/ch-ch-ch-ch-changes-are-you-ready-for-the-screenagers/“And these children, that you spit on,As they try to change their worlds.Are immune to your consultations,They’re quite aware ofWhat they’re going through,Ch-Ch-Ch-Ch-Changes”Changes, David Bowie © 2012 SAP AG. All rights reserved. 10
  9. 9. Are you ready for the Screenagers?http://www.forbes.com/sites/sap/2012/09/14/ch-ch-ch-ch-changes-are-you-ready-for-the-screenagers/ © 2012 SAP AG. All rights reserved. 11
  10. 10. 13
  11. 11. So what about the future of eCommerce?Distributed? Blended? Ultimately, it‟s Multichannel! 14
  12. 12. Every channel (still) counts…© 2012 SAP AG. All rights reserved. 15
  13. 13. …and Customer Service is becoming the new Marketing“A recent study by Boston-based, Cone inc, discovered that 4 out of 5consumers reversed purchase decisions based on negative online reviewsregarding products and services” Blog source: Do you trust Strangers? – B2Community http://www.business2community.com/content-marketing/10-ways-to-achieve-multichannel-commerce- part-6-do-you-trust-strangers-0161670© 2012 SAP AG. All rights reserved. 16
  14. 14. Yes. On-line matters, but traditional values still hold trueTop 5 factors driving purchasing decisions of online shoppers – PWC study 2011 “I like the products they offer” 85% Quality Products “I know they’re always cheap/reasonably priced” 78% Price “Easy to use website” 75% Online Usability “I like the Store/Brand” 74% Loyalty “I trust them / I can return items in-store” 68% Trust / MultichannelThe key is to blend these experiences into the overall multi-channelexperience to create true Brand differentiation.© 2012 SAP AG. All rights reserved. 17
  15. 15. Introducing SAP Web Channel Experience ManagementNext-Generation E-Commerce (B2C and B2B)  New Web Channel Platform: Web 2.0, Extensible, Interactive UI, Web Channel Builder as Configuration Tool, Enhanced Product Catalog  E-Commerce: Enhanced Payment Methods (e.g. PayPal), Quick Check Out  E-Marketing: Personalized Recommendations, Loyalty Management  E-Service: Guided Flows, “My Support” Home Page, Community Management, Knowledge Management (with eGain)© 2012 SAP AG. All rights reserved. 18
  16. 16. It’s all about You! Thursday 27th September 2012 featuring CoremediaBe Flexible – B2B or B2C / Single Platform 16:00 BST (17:00 CET)Be Convenient – Pick-up in Store / ATP / Maps 11:00 ET (08:00 PT)Be Relevant – Personalisation (with Coremedia)Be Social – Social plug-insBe Empowering – online Self-service (with eGain)Be Everywhere – Showcase mobile (multi-channel)Be Intelligent – Web Analytics (with Webtrends) 19
  17. 17. Thank you! 21
  18. 18. ContactJamie AndersonGlobal Marketing DirectorCRM Multi-Channel & eCommerce SolutionsE: j.anderson@sap.comT: +44 7825 833047T: @collsdad
  19. 19. Find out more…Check out the new SAP.COM web pages for Web Channel Experience Management.• Get the Solution Brief• Hear from Customers #sapespresso #wcem #sapcrm © 2012 SAP AG. All rights reserved. 23

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