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SAP Hybris Yeni Nesil Müşteri Deneyimi
Kazım Cansever, SAP
12 Ekim 2017, Perşembe
SAP FORUM İSTANBUL
Digital Business
INTERNAL
12 Ekim 2017
Kazım Cansever, SAP
SAP Hybris
Yeni Nesil Müşteri Deneyimi
3INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
DIGITAL TECHNOLOGIES HAVE QUICKLY BECOME A DRIV...
9INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Welcome to the digital economy
DIGITAL ECONOMYC...
10INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Change is happening – fast.
DIGITAL ECONOMY
20...
11INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Change is happening – fast.
DIGITAL ECONOMY
20...
12INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
2017
Imagine what’s to come
That is a
lot of d...
13INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
60% of consumers abandoned
a purchase due to a...
14INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Outcome-based business models are disrupting a...
15INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Agility is required:
organization and
architec...
16INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
COMPLEXITY
MAKES AGILITY
IMPOSSIBLE.
CRM. WEB ...
17INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
THE COREWE ATTACK OF THE PROBLEM
18INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
EXPERIENCE MANAGEMENT
COMMERCE SERVICEMARKETIN...
19INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
TRANSFORM AGAIN
AND AGAIN AND BE
AS AGILE AS Y...
OUR STORY IN ACTION: B2C
21INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
A customer, Peter, researches a product –
an e...
22INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
He visits your online store to look
closer at ...
23INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Soon, he gets a highly
personalized email offe...
24INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Peter loves the offer and
purchases the machin...
25INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
After trying the machine
out, he shares his fa...
26INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
He later receives a
personalized email
with an...
27INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Unfortunately, after
two months, the
machine s...
28INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Within an hour, he
receives a call from
the cu...
OUR STORY IN ACTION: B2B
30INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Joanna attended a trade show
and submitted her...
31INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
The next day, Joanna received an
email for a f...
32INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Joanna registers for
the free trial to use the...
33INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Three months later, Joanna’s
boss decides to m...
34INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Joanna logs into her web
conferencing account ...
35INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
A sales rep for ABC
Company views Joanna’s
exi...
36INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
The sales rep calls her,
creates a quote on th...
37INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Joanna will now receive
a quarterly invoice fo...
SAP HYBRIS
SOLUTION
OVERVIEW
39INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
SAP Hybris Commerce Cloud drives your digital ...
40INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
SAP Hybris Billing is an end-to-end solution f...
41INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
SAP Hybris Marketing Cloud enables organizatio...
42INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
SAP Hybris Sales Cloud is a modern-day, cloud ...
43INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
SAP Hybris Service Cloud solutions enable the ...
“The vision here is a single user
database that combines
the traditional consumer
purchasing habit information
with Under ...
Leading athletic footwear and
sports equipment company
with estimated revenues of
EUR 2.6 billion.
Chose SAP Hybris to man...
Premium travel goods and
business cases distributed
in over 75 countries through
approximately 1,900 points
of distributio...
OBJECTIVE
 Introduce online offering as first priority, followed by cross-product
and loyalty
 One platform, one vendor
...
48INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
BUSINESS VALUE REALIZED WITH SAP HYBRIS PORTFO...
Kazım Cansever
Hybris Çözüm Yöneticisi
Teşekkürler.
50INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
EXPERIENCE MANAGEMENT
PLATFORM, INFRASTRUCTURE...
51INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
EXPERIENCE MANAGEMENT
PLATFORM, INFRASTRUCTURE...
52INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
EXPERIENCE MANAGEMENT
PLATFORM, INFRASTRUCTURE...
53INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
EXPERIENCE MANAGEMENT
PLATFORM, INFRASTRUCTURE...
54INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
EXPERIENCE MANAGEMENT
PLATFORM, INFRASTRUCTURE...
55INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
EXPERIENCE MANAGEMENT
PLATFORM, INFRASTRUCTURE...
56INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
EXPERIENCE MANAGEMENT
PLATFORM, INFRASTRUCTURE...
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SAP FORUM İSTANBUL 2017 - YENİ NESİL MÜŞTERİ DENEYİMİ

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Günümüzde müşteri talepleri artarak farklılaştığı
gibi, müşterilerin yaşadığı deneyimde hiç olmadığı
kadar çeşitlilik kazanmıştır. SAP Hybris çözümleri
ile müşterilere baştan sona deneyimde en doğru
nokta da dokunabildiği gibi doğru bilgilere
ulaşarak kişiselleştirilmiş çözümler de ihtiyaç
anında sunulabilir.

Published in: Technology
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SAP FORUM İSTANBUL 2017 - YENİ NESİL MÜŞTERİ DENEYİMİ

  1. 1. SAP Hybris Yeni Nesil Müşteri Deneyimi Kazım Cansever, SAP 12 Ekim 2017, Perşembe SAP FORUM İSTANBUL Digital Business
  2. 2. INTERNAL 12 Ekim 2017 Kazım Cansever, SAP SAP Hybris Yeni Nesil Müşteri Deneyimi
  3. 3. 3INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ DIGITAL TECHNOLOGIES HAVE QUICKLY BECOME A DRIVING FORCE OF JOB CREATION, ENTREPRENEURSHIP, AND INNOVATION IN THE 21ST CENTURY. JUST A DECADE AGO, LESS THAN A FIFTH OF THE GLOBAL POPULATION HAD INTERNET ACCESS. TODAY, 3.2 BILLION PEOPLE ARE ONLINE. BY 2020, THAT NUMBER WILL GROW TO FIVE BILLION PEOPLE. THAT SAME YEAR, THE EMERGING “INTERNET OF THINGS” SECTOR WILL LIKELY COMPRISE A $1.7 TRILLION GLOBAL MARKET. BY 2025, PRODUCTS AND SERVICES THAT RELY ON CROSS-BORDER DATA FLOWS WILL ADD $1 TRILLION ANNUALLY TO THE GLOBAL ECONOMY. Penny Pritzker Secretary, US Department of Commerce June 22, 2016
  4. 4. 9INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ Welcome to the digital economy DIGITAL ECONOMYCONSUMER ECONOMYINDUSTRIAL ECONOMY 1900 1950 2000 SCARCITY ABUNDANCE DESIRE ENGAGEMENTPRODUCTS
  5. 5. 10INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ Change is happening – fast. DIGITAL ECONOMY 2000 2005 2010 2017 25 BillionSongs Sold on iTunes iPhone Introduced Facebook Launches 888 Million Internet Users LinkedIn Launches 2015 3.6 Billion Internet Users 2.32 Billion Smartphone Users 500 Million LinkedIn Users 1.87 Billion Facebook Users 304 Million Internet Users iPod / iTunes Introduced 1.97 Billion Internet Users
  6. 6. 11INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ Change is happening – fast. DIGITAL ECONOMY 2000 2005 2010 2017 25 BillionSongs Sold on iTunes iPhone Introduced Facebook Launches 888 Million Internet Users LinkedIn Launches 2015 3.6 Billion Internet Users 2.32 Billion Smartphone Users 500 Million LinkedIn Users 1.87 Billion Facebook Users 304 Million Internet Users iPod / iTunes Introduced 1.97 Billion Internet Users
  7. 7. 12INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ 2017 Imagine what’s to come That is a lot of data. 3.6 Billion Internet Users That is opportunity calling. 2.32 Billion Smartphone Users
  8. 8. 13INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ 60% of consumers abandoned a purchase due to a poor service experience. Source: American Express Global Barometer Customers are still tough to engage 99.76% of online ads are ignored. Source: Google 57% of the buying process is completed before a first interaction with sales. Source: Customer Executive Board WE KNOW!
  9. 9. 14INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ Outcome-based business models are disrupting all industries TransportationSportswear GPS and Navigation Retail Hardware EnergySoftwareMedia & Entertainment Consumer Products Food & Beverage
  10. 10. 15INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ Agility is required: organization and architecture Low risk, low cost, fail and adapt faster. Evolved relationship with vendors and partners. Scalable, stable, integrated, performant apps and platform. A core set of persistent, secure data services. Ability to run at multiple speeds.
  11. 11. 16INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ COMPLEXITY MAKES AGILITY IMPOSSIBLE. CRM. WEB CMS. MOBILE. MARKETING. OMS. STORES. CONTACT CENTERS. ETC.
  12. 12. 17INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ THE COREWE ATTACK OF THE PROBLEM
  13. 13. 18INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ EXPERIENCE MANAGEMENT COMMERCE SERVICEMARKETING SALES REVENUE Shared Core Services S/4 HANA Back Office SAP Hybris Front Office Simplifies & differentiates customer processes Simplifies & optimizes core processes EXTENSIONS SAP CLOUD PLATFORM DATA MANAGEMENT (E.G. PRODUCT, CUSTOMER) / ANALYTICS DIGITAL CORE SIMPLIFIED FRONT-OFFICE / BACK-OFFICE SYNERGIES PROCESS MANAGEMENT (QUOTE, ORDER ORCHESTRATION) MACHINE LEARNING / ARTIFICIAL INTELLIGENCE / INTERNET OF THINGS YaaS Enabling innovation and extension
  14. 14. 19INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ TRANSFORM AGAIN AND AGAIN AND BE AS AGILE AS YOUR CUSTOMERS SAP Hybris helps you DELIVER PERSONALIZED EXPERIENCES IN CONTEXT ORCHESTRATE PROCESSES AND DATA TO SIMPLIFY YOUR FRONT OFFICE
  15. 15. OUR STORY IN ACTION: B2C
  16. 16. 21INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ A customer, Peter, researches a product – an espresso machine – online
  17. 17. 22INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ He visits your online store to look closer at product specs and images. (SAP Hybris Commerce Cloud)
  18. 18. 23INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ Soon, he gets a highly personalized email offering a promotion for the exact machine he was looking at, including a trial of a variety of espresso pods and a new espresso cup set. (SAP Hybris Marketing Cloud)
  19. 19. 24INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ Peter loves the offer and purchases the machine directly from his mobile phone while on the way to work. He selects in-store pickup for the same evening, so that he can have the machine available that night for a dinner with friends. (SAP Hybris Commerce Cloud + SAP Hybris Commerce, Order Management)
  20. 20. 25INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ After trying the machine out, he shares his favorite coffee flavors with his social networks. (SAP Hybris Marketing Cloud)
  21. 21. 26INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ He later receives a personalized email with an offer for a replenishment of his favorite espresso flavor. The offer includes scheduled delivery and automatic billing. (SAP Hybris Marketing Cloud + SAP Hybris Commerce Cloud+ SAP Hybris Billing)
  22. 22. 27INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ Unfortunately, after two months, the machine stops functioning properly. Peter posts about it on Facebook with a sad face. (SAP Hybris Marketing Cloud)
  23. 23. 28INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ Within an hour, he receives a call from the customer care center where an agent helps to resolve his issue and sends him out a new machine with next- day delivery. (SAP Hybris Sales Cloud / Service Cloud + SAP Hybris Commerce, Order Management)
  24. 24. OUR STORY IN ACTION: B2B
  25. 25. 30INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ Joanna attended a trade show and submitted her card to the marketing representative at ABC Company’s booth, because she wanted more information about their web conferencing tool.
  26. 26. 31INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ The next day, Joanna received an email for a free trial of the new web conferencing application. (SAP Hybris Marketing Cloud)
  27. 27. 32INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ Joanna registers for the free trial to use the web conferencing application and enjoys the experience. At the end of her free 30 days, she decides to purchase. She orders a subscription for 10 licenses online for her department, and signs up for quarterly billing. (SAP Hybris Commerce Cloud and SAP Hybris Billing)
  28. 28. 33INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ Three months later, Joanna’s boss decides to migrate the entire 300-person company onto the same web conferencing platform.
  29. 29. 34INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ Joanna logs into her web conferencing account and chats with a Customer Service agent to request a call from a sales representative about restructuring her subscription and increasing her company’s license count. (SAP Hybris Service Engagement Center)
  30. 30. 35INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ A sales rep for ABC Company views Joanna’s existing subscription, the new lead for additional licenses, and the notes of the Customer Service conversation. (SAP Hybris Sales Cloud)
  31. 31. 36INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ The sales rep calls her, creates a quote on the spot, and sends it to her for review. Joanna agrees to the price, and the sales rep books the order for 300 additional licenses. A notification of the order, with an invoice, is automatically sent to Joanna’s inbox. (SAP Hybris Sales Cloud and SAP Hybris Billing)
  32. 32. 37INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ Joanna will now receive a quarterly invoice for 310 licenses, with the ability to make payments automatically.
  33. 33. SAP HYBRIS SOLUTION OVERVIEW
  34. 34. 39INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ SAP Hybris Commerce Cloud drives your digital transformation and enables you to become an omni-channel business, deliver contextual customer experiences and respond to the market faster. SAP HYBRIS COMMERCE CLOUD Commerce for B2C & B2B Customer Experience Customer Support Merchandising Mobile Tools Order Management Product Content Management Search KEY CAPABILITIES
  35. 35. 40INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ SAP Hybris Billing is an end-to-end solution for subscriptions and usage-based service monetization. With coverage of the entire offer-to-cash process, it allows you to rapidly launch customer-centric subscription offers; exploit fast-moving market opportunities; build both simple and sophisticated pricing models; and seamlessly incorporate partner revenue sharing models. SAP HYBRIS BILLING Billing & Revenue Management Subscription Order Management & Pricing Agility Usage Mediation & Service Control Partner Revenue Share Business Model Design & Pricing Simulation KEY CAPABILITIES
  36. 36. 41INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ SAP Hybris Marketing Cloud enables organizations to market in the moment by allowing marketers to understand the real-time intent of each customer and dynamically deliver contextually relevant experiences across channels. SAP HYBRIS MARKETING CLOUD Consumer & Customer Profiling Segmentation & Campaign Execution Marketing Resource Management Commerce Marketing Loyalty Management Marketing Lead Management Marketing Analytics Customer Journey Manager KEY CAPABILITIES
  37. 37. 42INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ SAP Hybris Sales Cloud is a modern-day, cloud sales solution that is built for sales professionals on the go. Leveraging user experience technology that is easily tailored to the way companies want to engage with their customers and run their business. SAP HYBRIS SALES CLOUD Analytics Mobility Opportunity Management Retail Execution Territory Management Sales Performance Management Sales Force Automation Collaboration KEY CAPABILITIES
  38. 38. 43INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ SAP Hybris Service Cloud solutions enable the end-to-end service process; supporting seamless transitions between communication channels to resolve customer issues and execute service orders through self- service options, engagement center agents or an on-site technician. SAP HYBRIS SERVICE CLOUD Call Center Management Field Service Management Mobility Workflows and Approvals Analytics Knowledge Base Ticket Management Omni-Channel KEY CAPABILITIES
  39. 39. “The vision here is a single user database that combines the traditional consumer purchasing habit information with Under Armour's additional insights gained through our Connected Fitness platform. This work can be categorized into two main areas: Architecting the future to create a business platform that will scale our organization and sustain our global growth, and developing the consumer insight engine that will use data to drive this business to $7.5 billion and beyond.” UNDER ARMOUR Creating scale to enable growth in a digital economy
  40. 40. Leading athletic footwear and sports equipment company with estimated revenues of EUR 2.6 billion. Chose SAP Hybris to manage increasingly global consumer base, B2B and B2C on one platform, and centralized consumer insight, targeting, and execution  27% uplift in site conversions  11% uplift in revenue  10% uplift in transactions “The SAP Hybris Marketing solution provides us with a powerful capability to collate, analyze, and act upon granular customer data for the first time.” James Stone, ASICS General Manager, Global Enterprise Solutions ASICS
  41. 41. Premium travel goods and business cases distributed in over 75 countries through approximately 1,900 points of distribution including retail, wholesale and e-commerce.  Previously #47 on L2 list for digital competence, quickly moved to #4.  Registration, conversion, and sales are up  Call center traffic and time to resolution is down “I just rolled out Japan in two weeks! I could never do that with Demandware or any other vendor for that matter.” Charlie Cole, Chief Digital Officer TUMI
  42. 42. OBJECTIVE  Introduce online offering as first priority, followed by cross-product and loyalty  One platform, one vendor  Aggressive roadmap to achieve digital vision – end-to-end customer experience across all products, services, all channels SOLUTION  SAP Hybris Marketing Cloud  SAP Hybris Commerce PROJECT  Largest supermarket retailer in Brazil  SAP S/4HANA Public Cloud deployment  Focus on marketing data management, high-volume segmentation, and email and commerce personalization, including smart product recommendations BENEFITS  Moved closer to the end consumer  Leveraged next-gen intelligence and insights to drive commerce  Became digital marketing lighthouse in Brazil CARREFOUR BRAZIL DIGITAL VISION
  43. 43. 48INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ BUSINESS VALUE REALIZED WITH SAP HYBRIS PORTFOLIO Transform your front office to become a data-driven, customer-centric business Get a complete and robust view of your customer interactions Create and deliver great omni-channel customer experiences Focus resources to spend more time interacting with the customer Lower IT costs and improve business processes by harmonizing your solution landscape across Commerce, Marketing, Billing, Sales and Service Be agile with a flexible, scalable solution set that enables you to react to changing market requirements Disrupt in your industry, rather than being disrupted by the competition Foster deeper collaboration between various departments and share relevant customer information seamlessly
  44. 44. Kazım Cansever Hybris Çözüm Yöneticisi Teşekkürler.
  45. 45. 50INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ EXPERIENCE MANAGEMENT PLATFORM, INFRASTRUCTURE, INTEGRATION COMMERCE SALESMARKETING SERVICEBILLING DATA & PROCESS MANAGEMENT SAP Hybris Commerce Cloud Omnichannel commerce for B2B and B2C industries Deliver Exceptional Experiences Be Consistent Across Channels Serve Relevant Content in Real-Time Empower Buyers React to Market Change with Agility
  46. 46. 51INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ EXPERIENCE MANAGEMENT PLATFORM, INFRASTRUCTURE, INTEGRATION COMMERCE SALESMARKETING SERVICEBILLING DATA & PROCESS MANAGEMENT SAP Hybris Billing Billing innovation for consumption, subscription, and digital goods Business Model Design & Pricing Simulation Subscription Order Management Usage Metering & Transaction Pricing Billing, Receivables, Collections Partner Revenue Share
  47. 47. 52INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ EXPERIENCE MANAGEMENT PLATFORM, INFRASTRUCTURE, INTEGRATION COMMERCE SALESMARKETING SERVICEBILLING DATA & PROCESS MANAGEMENT SAP Hybris Marketing Cloud Realtime contextual marketing solution to reach and engage the individual Enrich Your View of Customers Anticipate Customer Behavior Leverage Customer Signals Remarket Based on Behavior Market in Context Create Loyal Advocates Align Marketing & Manage Activities Orchestrate Customer Engagement
  48. 48. 53INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ EXPERIENCE MANAGEMENT PLATFORM, INFRASTRUCTURE, INTEGRATION COMMERCE SALESMARKETING SERVICEBILLING DATA & PROCESS MANAGEMENT SAP Hybris Service Cloud / Social Contact center and field service solution that makes service effortless The Channels Your Customers Want Personalized Interactions Every Time The Right Insight at the Right Time Be Mobile Integrated with Your Enterprise
  49. 49. 54INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ EXPERIENCE MANAGEMENT PLATFORM, INFRASTRUCTURE, INTEGRATION COMMERCE SALESMARKETING SERVICEBILLING DATA & PROCESS MANAGEMENT SAP Hybris Sales Cloud Sales force automation solution that empowers sales people to sell smarter Sell Anywhere, Anytime Gain Insight into Business Accelerate Productivity Know Your Customer
  50. 50. 55INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ EXPERIENCE MANAGEMENT PLATFORM, INFRASTRUCTURE, INTEGRATION COMMERCE SALESMARKETING SERVICEBILLING DATA & PROCESS MANAGEMENT SAP Hybris Profile Builds dynamic customer profile and triggers actions based on insights. Event-driven Profile Information CUSTOMER ACTIVITY 3RD PARTY TRANSACTIONAL DATA CUSTOMER IDENTITY Web Tracking In-Store Activity Chat & Community Mobile Apps DMPs SOCIAL CRM ERP FINANCE Master Record, Visitor Identity, Social Matching Identity and Transactional Profile
  51. 51. 56INTERNAL© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ EXPERIENCE MANAGEMENT PLATFORM, INFRASTRUCTURE, INTEGRATION COMMERCE SALESMARKETING SERVICEBILLING DATA & PROCESS MANAGEMENT SAP HANA CLOUD PLATFORM FRONT OFFICE BACK OFFICE SHARED CORE SERVICES MARKET CUSTOMER & CONSUMER CLOUD SERVICES SAP Hybris as a Service Cloud-based microservice platform for the SAP Hybris ecosystem.

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