SAP Presentation - BDI 7/20/11 The Social Customer Leadership Forum


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Presentation by: Evan Welsh, Director of Global Media Relations, SAP

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SAP Presentation - BDI 7/20/11 The Social Customer Leadership Forum

  1. 1. This is the Title of Your Presentation (Title Case) The Social Customer July 20, 2011 Evan Welsh, Director, Global Media Relations, SAP @evwelsh© 2011 SAP AG. All rights reserved. / Page 1
  2. 2. SAP Today 53,800+ SAP employees worldwide 120 countries 25 industries 37 languages 170,000+ customers worldwide €12.5 B annual revenues© 2011 SAP AG. All rights reserved. / Page 2
  3. 3. Leading Companies Trust SAP’s Industry Expertise© 2011 SAP AG. All rights reserved. / Page 3
  4. 4. About SAP We Help Organizations Do What They Do...Better© 2011 SAP AG. All rights reserved. / Page 4
  6. 6. New Demands of Business Software Instant use and instant Lower total Enable sustainable value everywhere IT cost growth “The ultimate customer is the business consumer.”© 2011 SAP AG. All rights reserved. / Page 6
  7. 7. The Power of Social Media: They Find You 78% conduct product research online Social sites #1 source for product info. 91% of email users have opted out ofcompany lists previously subscribed to 2/3 of the country is on “Do NOT Call” list 59% drop in email use by 12-to-17-year-oldsdue to social-networking 57% of businesses have acquired a customerthrough their blog 41% of B2B companies have acquired acustomer through Facebook Company websites with a blog get 55% morevisitors Inbound marketing leads cost 62% less thanoutbound© 2011 SAP AG. All rights reserved. / Page 7
  8. 8. The Reach of Social Media “Conventional marketing wisdom long held that a dissatisfied customer tells ten people. But…in the new age of social media, he or she has the tools to tell ten million.” Paul Gillin, author of The New Influencers© 2011 SAP AG. All rights reserved. / Page 8
  9. 9. The Goal: Sales. Experience. Equity. “Web visitors from social sites convert at 59% higher rates to sales” ~ MarketingSherpa Search Marketing Benchmark Survey© 2011 SAP AG. All rights reserved. / Page 9
  10. 10. THE SAP COMMUNITY NETWORK© 2011 SAP AG. All rights reserved. / Page 10
  11. 11. Why Do Communities Matter? People Work Differently Today to Manage the Explosion in Sources of Data a × 10b Exponential rate Globalization: Economies, of change societies, and cultures are integrated 101 0111 110 1001 110 1011 Complex world 110 1001 Explosive growth in dissemination of information overwhelms teams Proliferation of devices: Fragmentation: Sources of Increasing access to information information are user generated , on new form factors now from a multitude of sources© 2011 SAP AG. All rights reserved. / Page 11
  12. 12. SAP Community Network Leadership in Social Innovation, Social Commerce and Social Intelligence > 2 million members strong > 200 countries and territories Members ~ 20,000 new members / month ~ 1 million unique visitors / month Traffic > 4 million visits @ 20 million pages / month > 200,000 have contributed (ever) > 99,000 last year w/ 2,000 top contributors Contributors ~ 6,000 bloggers … 100+ SAP Mentors … ~ 4,000 posts / day in 350+ forums “SAP Community Network ~ 2 million topic threads @ 7M messages may be the most extensive Momentum ~ 2 million monthly newsletter impressions use to date of social media by a corporation.” ~ 700+ SAP ecosystem solutions Leveraging the Talent-Driven Thousands of demos and trials delivered Organization The Aspen Institute - 2010 Impact Serving >200 countries @ all industries© 2011 SAP AG. All rights reserved. / Page 12
  13. 13. Social Media Becomes Social Business© 2011 SAP AG. All rights reserved. / Page 13
  14. 14. The SAP Community Network What is it…? SAP Community Network (SCN) is the Social Network for SAP professionals (covering developers, IT professionals, business process experts, business users, business intelligence pro’s, professors and students) delivering SOCIAL SOCIAL SOCIAL I N N O VAT I O N COMMERCE INTELLIGENCE to SAP customers, partners, employees, and independent experts© 2011 SAP AG. All rights reserved. / Page 14
  15. 15. IDEA PLACE: OVERVIEW AND BENEFITS Influence the Future Direction of SAP’s Products and Solutions WHAT IS IDEA PLACE? A step change in the way SAP capture ideas and feedback from customers Centralized hub to enable visibility across a range of SAP products Customer actions: Submit ideas, collaborate on ideas, vote on ideas Follow and watch status of ideas and requests Register to become early adopters Customer voting builds priorities to influence importance of ideas Growing organically – new products added over time CUSTOMER PROOF POINTS Strengthen the voice of the customer Early insights and direct feedback Customer get the software earlier Predictable implementation costs for early adopters Reduced costs of operations Transparency on specifics of ideas and enhancements Earlier general availability© 2011 SAP AG. All rights reserved. / Page 15
  16. 16. IDEA CROWDSOURCING PROVIDES A SCALABLE MODEL TO CUSTOMER CENTRIC FEEDBACK Ideas Ideas Top 10 by votes (implement) Provide status Individual updates on the rest of the ideas Customers Individual Customers RANKED (by votes) Low to No Ranking Traditional Crowdsourcing Low customer collaboration on ideas High customer collaboration and elaboration on ideas Case in Point Encourages duplicates Discourages duplicates DELL IdeaStorm has Low to no prioritization All ideas ranked 1 million contributors Unscalable for Solution/Product Managers Scalable for Solution/Product Managers with only 14,000 ideas Lacks broad feedback e.g. end-users End-users and other audiences easily added 1 status update = 1 customer notified 1 status update =1000s of customers notified Low ability to identify customer interests and Customer interest and trends can be used for trends – customer relationship lost subsequent feedback, engagement and promotion© 2011 SAP AG. All rights reserved. / Page 16
  17. 17. 2010 YEAR IN REVIEW & H1 2011 2010 Accomplishments 1) Joint SCN/TIP Idea Place BETA launched in April 2010 Idea Pipeline Activity 2) Launch supported by Vishal to ‘OPEN’ SAP to crowdsourcing 3,445 Open Ideas 3) BETA successful, adopted by several core SAP initiatives 130 Under Review 22 For Future Consideration KPI 2010 2010 2011 98 Delivered or Coming Goals Achieved YTD Ideas 500 1,303 3,695 New Ideas (Monthly) Votes 5,000 5,044 15,304 Comments 1000 913 2,559 Idea Topic Sessions 25 30 93+ Lessons Learned SAP product teams hungry for open repeatable process to reach out customers SAP Community Network leveraged by customers and employees to drive awareness and attention to ideas *blue = customer, yellow = employee, green = total Customers/Community collaboration, refines and challenges ideas before product teams have even begun to engage 2010 Key Success Stories BusinessObjects product suite has adopted Idea Place for in product and replacement of classic enhancement process Customer Connection initiative has adopted Idea Place as roll in channel for - enhancements requests Idea Place embedded in 2 products to provide customer feedback (Crystal Reports and Crystal Interactive Analysis)© 2011 SAP AG. All rights reserved. / Page 17
  18. 18. © 2011 SAP AG. All rights reserved. / Page 18
  19. 19. © 2011 SAP AG. All rights reserved. / Page 19
  20. 20. SCN Delivers Value across Constituencies Customers, Partners, Individuals, SAP, Influencers… “There are many instances when my clients have read my “Siemens resolves NetWeaver-related blogs and articles in SCN and as a result, it was much easier technical problems using SDN 50% to convince them or make them listen to my proposal. …It faster than through other channels.” actually creates a brand for you in the SAP community.” Richard Hirsch Senior Portal/SAP NetWeaver® Consultant Dipankar Saha SAP Mentor IBM India “[My customers] hear directly from peers about the “SAP EcoHub is an easy to use single source that will solution, and get comfortable that they’ll have a vast streamline the process for identifying trusted, network to tap into once they’ve deployed. I’m glad relevant solutions that meet our business needs and Chevron has over 1,000 members in the communities - it work within our existing SAP installations. This is speeds up sales cycles, improves customer something that I have been searching for a long time” satisfaction and ultimately increases revenue for SAP.” Matt Stultz Vice President, Global Information Technology Jen Campbell SAP AE for Chevron “SCN offers SAP partners like us the opportunity to get SAP Community Network… may be the most connected with 2 million members of the SAP ecosystem, who extensive use to date of social media by a live and breathe SAP, to exchange know how and to corporation.” demonstrate our thought leadership. It’s a great way to connect Leveraging the Talent-Driven Organization, The Aspen Institute, March 2010 directly with SAP customers, partners and SAP employees.” Ross Moris Director of Alliance Sales© 2011 SAP AG. All rights reserved. / Page 20
  21. 21. Customers Gain Speed, Clarity and Insight Direct Access to Best Practices Standard Bank is using SDN Colgate Palmolive saved 10% Hamelin learned from trusted enterprise service use cases to 20% of project time using sources what worked and to ensure accuracy and the SAP Communities as a didn’t, leading to informed shorten cycles. resource. decisions and successful implementation. “Project resources together with “ SCN has been a very helpful “ We wanted technical information, the SAP Community Network are resource for many questions that step-by-step instructions on how to proving paramount to us realizing we encountered during the get [SAP BusinessObjects our vision. We were able to development phase of our SAP solutions and SAP ERP] to work capitalize on the content and implementation; easily saving us together. The SAP lessons learned on SCN to 10-20% of overall project time. BusinessObjects community gave significantly shorten our learning Finding a similar solution ourselves us what we needed to implement curve and development might have taken an extra 2-3 the software successfully.” lifecycles.” weeks, in some cases.” Jean-Marc Viallatte Phillip Parkinson Faisal Mehmood Managing Director Integration Developer Business Process Analyst Hamelin Standard Bank Colgate Palmolive© 2011 SAP AG. All rights reserved. / Page 21
  22. 22. It’s not about the technologies…It’s about the relationships It’s Not About The Technology…It’s About the Relationships© 2011 SAP AG. All rights reserved. / Page 22
  23. 23. © 2011 SAP AG. All rights reserved. / Page 23