Digital Transformation is disrupting your business. If you go no further than "uber-ing" a ride to airport, ordering a product from Amazon, you'll know that business as usual doesn't apply. 74% of executives believe that digital transformation is about improving value for customers. Volker Hildebrand of SAP Hybris explains what it means and how going Beyond CRM enables you to engage better with customers - in his Keynote from #CRM2016 - CRM Insider. For more about CRM see: http://www.sap.com/beyondCRM

1. DIGITAL
TRANSFORMATION
THINKING BEYOND CRM
Dr. Volker G. Hildebrand
Global Vice President, Customer Engagement
and Commerce, SAP Hybris

2. CUSTOMERS ARE
CHANGING THE
RULES.
TECHNOLOGY
IS CHANGING
THE GAME.

3. DIGITAL
TRANSFORMATION
IS DISRUPTING
YOUR BUSINESS

4. “Amazon: Now it’s disrupting a heck
of a lot more than bookstores”
SF Chronicle, March 13, 2016
“Under Armour:
Silicon Valley’s Latest Threat”
Forbes / Tech, September 13, 2015
FACTS – NOT FICTION
“Rogue T-Mobile Relishing Role
as Wireless Disruptor”
Bloomberg, January 8, 2016
“Uber – The future of new business
is disrupting old business”
Washington Post, April 4, 2014

5. Q: SO, WHO IS THIS
DISRUPTOR?
A: IT’S THE
CUSTOMER

6. CUSTOMERS CAN
RECOGNIZE A STUPID
INEFFICIENT SYSTEM
WHEN THEY SEE IT
Kevin Harrington, Forbes 2014

7. COMPANIES DON’T
UPEND MARKETS –
CUSTOMERS DO
THEY CARRY THE
POWER OF THE
INTERNET IN THEIR
POCKETS
WHEREVER THEY
GO
IF YOU ARE
FIGHTING ALONE
YOU HAVE NO
CHANCE OF
SUCCESS
YOU NEED TO
ENLIST
CUSTOMERS
TO HELP YOU
CHANGE THE
GAME
Kevin Harrington, Forbes 2014
THE REAL LESSON
FROM UBER

8. Reliability
Real-time Convenience
IT’S ALL ABOUT THE
CUSTOMER EXPERIENCE
Relevance

9. 74% of executives
believe that digital
transformation is about
improving value for
customers
Global Center for Digital Transformation – IMD and Cisco Initiative

10. 2 out of 3 companies
believe that their CRM
system does not support
their future needs for
customer engagement
Global Center for Digital Transformation – IMD and Cisco Initiative
61%

11. IT’S TIME TO MOVE
BEYOND CRM…

12. ENGAGE WITH
YOUR CUSTOMER
WHEN AND WHERE
IT MATTERS

13. Support customers even
before they buy
Blend commerce with
online communities

14. BEYOND
COMMERCE
SHOPPING EXPERIENCE
MATTERS – ONLINE & OFFLINE
PERSONALIZATION
IS KEY
DELIVER ON
YOUR PROMISES
Source : Industrial Internet:
Pushing Boundaries of Minds and Machines
Contribution to the global
GDP by the shift to digital
channels over the next fifteen
years
$15 Trillion

15. BEYOND
SERVICE
CUSTOMER SUPPORT BEFORE,
DURING AND AFTER PURCHASE
GOING DIGITAL:
BLENDING UN-ASSISTED WITH
ASSISTED SERVICE
FLAWLESS FIELD SERVICE
Source : Forrester 2016
Abandon purchase if they
can’t find quick answer to
their questions
53%

16. BEYOND
MARKETING
ONE-TO-ONE MARKETING
AT SCALE
CONTEXT IS KEY
DATA IS THE FUEL
Source : “The Contextual Marketing Imperative”,
Forrester Oct 2015
Of marketers prioritize
customer experience through
personalization
91%

17. Source: Forrester 2015
BEYOND
SALES
SMART ENGAGEMENTS
- ANYTIME, ANYWHERE
OMNICHANNEL SELLING
SALES EFFECTIVENESS: MORE
TIME TO SELL
Over 1 million
fewer B2B
sales reps will
be employed
in 2020 as
compared to
today.

18. Communities
Sales PeopleSocial
Service & Support
The New Omnichannel Customer Journey
Marketing
Commerce
Billing &
Payment
Deliver on your promise

19. IT’S SIMPLE:
ENGAGE YOUR CUSTOMERS LIKE
NEVER BEFORE
ServiceCommerce SalesMarketing
SAP HYBRIS CUSTOMER ENGAGEMENT SOLUTIONS