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Building business with CEM
- 1. Building Business with CEM Chantale Baptiste Solution Architect
- 3. Customer Engagement Management Customer Relationship Management Mobile apps & Social Media Realtime Analytics
- 5. Social media refers to interaction among people in which they create, share, and/or exchange information and ideas in virtual communities and networks. Mobile Apps & Social Media Integration
- 6. Real time Analytics • Transactional Data • Customer Interactions • Sentiment Analytics • Social Interaction Analytics • Channel Analytics • Predictive Modeling • Text Analytics
- 8. Workplace Application • Higher Ed • Call Center • Retail • HCM • And More…
- 9. Revolutionizing Marketing, Sales & Service Models Social networks Mobile Marketing Instant Marketing Internet Sales Engage Customer Promotion
- 10. Higher Ed Application • Recruitment • Student Management • Alumni Donation Management
- 11. Omnichannel Customer Engagement Center 76% of service agents are able to efficiently resolve customer issues. 88% of customers have been influenced by online customer reviews when making buying decisions.
- 12. Retail • Marketing • POS Offers • Proximity offers • Mobile Apps • Realtime Analytics • Personalized Experience
- 13. Human Capital Management • Recruiting • Reference Check • Managing immediate concerns • Enterprise Social Networking • For HR, learning, and knowledge management • Social or blended learning • Social onboarding • Collaborative performance and goal management
- 15. Leading Technology • CRM • HANA • Success Factors - JAMS • Multiple Platforms (mobile/on premise /cloud) • Fiori / Agentry (Mobile Apps) • Text & Sentiment Analysis • Predictive Modeling • SAP Cloud for Social Engagement • SAP Social Media Analytics by NetBase
- 16. Integrate into CRM/ERP • Make Real-time decisions on Marketing, Sales and Service Operations • Identify current campaigns and promotions • Identify location based promotions • Suggest/recommend new promotion • Identify customer details • Geographic details • Sentiment details • Social media links/accounts • Promote the campaigns one-on-one • Direct communication with the customer on Social media
- 17. Key Benefits • 15% to 20% increase in Productivity • Bigger and enlarged presence on Social Media • Direct integration into business systems including ERP, CRM, Mobility • Real time data and reporting • Adapt and Optimize internal Business processes to include Social Sales and Marketing
- 18. Time to Engage Your Customers • The right insight at the right time • The right interaction every time • The channels your customers want • Rich mobile apps • Solutions integrated with your enterprise
- 19. Questions ?
- 20. Contact Information Chantale Baptiste Solution Architect 646-875-8236 cbaptiste@alphasirius.com