2013 ibm idc-sap presentation - final


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2013 ibm idc-sap presentation - final

  1. 1. Pinpointing and addressing your customer duringa technology evolutionJamie Anderson Head of Global Solutions Marketing, CRM, SAP@collsdad
  2. 2. © 2013 SAP AG. All rights reserved. 2The Customer Is the Job CreatorIt is not the employer whopays the wages.Employers only handlethe money.It is the customer whopays the wages.Henry Ford© 2013 SAP AG. All rights reserved. 2
  3. 3. © 2013 SAP AG. All rights reserved. 3Customer Experience Leaders Outperform the LaggardsOver a recent five-year period duringwhich the S&P 500 was flat, a stockportfolio of Customer Experience Leadersgrew 22%.During this time, Forrester found thatthose companies who performed poorestin the Customer Experience Index alsoperformed poorest in terms of stockperformance.© 2013 SAP AG. All rights reserved. 322%46%Source: Forrester Research 2012
  4. 4. © 2013 SAP AG. All rights reserved. 4Every Minute of the Day…48hours of YouTube uploads 204,1667,667email messages2,000,000Google queries684,478Facebook shares$272,070 consumers spend100,000Twitter tweets47,000Apple app downloads3,125Flickr photos27,778Tumblr blog posts3,600Instagram photos 34,722Facebook likes2,083Foursquare check-ins571new websites347Wordpress blog posts217new mobile web usersSource: Domo, Inc.
  5. 5. © 2013 SAP AG. All rights reserved. 5We live in a world of „Digital Immersion‟SOCIALReal Time  Right TimeMOBILITY APPSRICH CONTENT
  6. 6. © 2013 SAP AG. All rights reserved. 6Empowered Customers are Changing the RulesDigitallyConnectedSociallyNetworkedBetterInformed© 2013 SAP AG. All rights reserved. 6
  7. 7. © 2013 SAP AG. All rights reserved. 7Channel-less Commerce?© 2013 SAP AG. All rights reserved. 753% ofconsumersabandoned an in-store purchasebecause ofinformation theyfound, such as anegative review.79% ofcustomers spendat least 50% ofshopping timeresearchingproducts online.
  8. 8. © 2013 SAP AG. All rights reserved. 10SellBetterCustomer insightsat your finger tipsTimely and accuratedecisions with real-time customer andproduct analysisPositively impactpipeline, revenue anddemand managementServiceBetterProvide service reps andcustomers with a 360degree view across allchannelsCollaborate to solvecomplex cases, performpreventative activitiesand drive revenueopportunitiesMarketBetterReact quickly tochanging marketdynamicsDeliver contextuallyrelevant campaigns andprograms to a targetedaudience – “target tothe signal, not thenoise”Build sticky customerloyaltyEngageBetterEnrich the customerexperience throughmobile and socialinteractionEngage customers within-context, personalizedoffers© 2012 SAP AG. All rights reserved. 10SAP 360 Customer provides a complete End-to-EndExperience for Customers, Anytime, AnywherePowered by SAP HANA
  9. 9. © 2013 SAP AG. All rights reserved. 11HSE24: Personalizing customer engagement in real-timeAT A GLANCEObjectiveEngage the customer in Real-TimeSolutionSAP CRM powered by SAP HANABenefitsPersonalize customer engagement with real-time informationHSE24, as live sales channels, is very dependent on time. What we‟ve seen isthat we can get a complete picture of the customer in seconds - including datacoming from new sources like social media. We can now have more detailedanalysis of our sales in real-time, and deliver personalized offerings to thecustomer while he is calling for new cross and up-sell opportunities. We want tocontinue to grow our sales in new countries. Having one real-time platform willbe a key success driver for us to conquer the markets in the future.Norbert Paulus, EVP Broadcast & IT, HSE24Watch the Video >>
  10. 10. © 2013 SAP AG. All rights reserved. 12Provide personalizedcustomer insightsInstant and globalexposure in thesocial worldReact faster tomarket changesSAP 360 Customer drives The New Speed-Driven CultureQuickly respond tocustomer needs
  11. 11. © 2013 SAP AG. All rights reserved. 13AT A GLANCEBenefits Increase in revenue per year 10-30% Real-time insights. Per player profitability analysis and understandplayer behavior Increased data volume and processingcapabilities to communicate more personally toindividual game players. Interactive Data analysis leading to improveddesign thinking and game planning“”At Bigpoint in the Battlestar Galacticaonline game, we have more than 5,000events in the game per second which wehave to load in SAP HANA environmentand to work on it to create anindividualized game environment to createoffers for them. In this co-innovationproject with SAP HANA, using Real TimeOffer Management Bigpoint, we hope toincrease revenue by 10-13%5,000Events per second loaded ontoSAP HANA (not possible before)+10%Increase in revenueper yearClaus Wagner, SVP SAP Technology,BigpointBigpoint drives new revenue opportunities in Real-Timegaming environment
  12. 12. © 2013 SAP AG. All rights reserved. 14SAP 360 Customer driving Real-Time Experience,Anywhere, AnytimeAttract and retain more customers while driving profitability and growthReal-TimeInsightTrue customer 360 insight withembedded and predictiveanalyticsReal-TimeInteractions1:1 customer engagement withcontext through SocialChannels and on any deviceReal-TimeExecutionPlan and execute effectivelyand efficiently in the Cloud orOn Premise© 2013 SAP AG. All rights reserved. 14
  13. 13. © 2013 SAP AG. All rights reserved. 15STM needed new ways to engage the connected customer, in order toincrease ridership and give customers reasons to take public transit.Cloud-based SAP Precision Retailing helped them connect severalhundred retailers and other venues to their customers in real-time usingmobile and in-memory computing to deliver compelling, personalizedoffers.STM - Société de transport de MontréalAT A GLANCEObjectiveEngage with existing customers – provide better userexperience, info, valueSolutionSAP Precision RetailingGoalsIncrease customer communication, brand awareness andimprove brand image.2020 Goal: 540 million transits (40% increase inridership)
  14. 14. © 2013 SAP AG. All rights reserved. 16SocialCollaborationCloudMobilityPredictiveAnalyticsBuilt onEnterpriseDataSAP 360 Customer gives Our Customers „Choice‟Elegant innovation without disruption: SAP 360 CustomerTrue 360 Customer InsightPowered by SAP HANA Real-time Business© 2013 SAP AG. All rights reserved. 16
  15. 15. © 2013 SAP AG. All rights reserved. 17Demonstration
  16. 16. © 2013 SAP AG. All rights reserved. 18Only SAP Delivers a Total End-to-End 360 Experience forCustomers, Anytime, AnywhereEmpower the Modern Marketer with SAP 360 CustomerCapitalize on “BigData” InsightsGain real-time 360 customer view,uncover insights and understandthe „voice of the market‟‟Increase MarketingEffectivenessIncrease collaboration for optimizeddecisions, react quickly to marketchanges, and better manage the brandDrive DelightfulExperiencesEngage customers with relevantinteractions across all channels. Turnloyalty customers into advocatesBig DataInsightsChampionCustomerExperiencesStreamlineMarketing