The document discusses SAP Cloud for Customer Engagement, a cloud-based customer relationship management platform. It highlights key features including rapid deployment, frequent innovation updates, agile configuration and integration capabilities. The platform provides a full suite of customer engagement applications for sales, service, marketing, commerce and social media. It uses predictive analytics and is designed to help companies improve customer experiences and drive business results.

1. SAP CLOUD FOR CUSTOMER ENGAGEMENT
Fabio AragonaDicembre, 2014

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• Full deployment
in weeks
• Mobile grade user
experience = less
training
• Multiple innovation
releases per year
• Customer feedback
a cornerstone of
updates
• Rapid process
configuration
• Faster adoption
• No lengthy upgrade
cycles
• Packaged integration
Lower TCO & faster
Time to Value
Cloud delivers the agility and innovation your business needs
Faster deployment More frequent
innovation updates
Agile deployment,
configuration and
integration
• Lower initial solution
and deployment fees
• No maintenance or
upgrade costs
• Prepackaged
integrations

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3
Customer
CUSTOMERS HAVE TAKEN CONTROL OF
THE BUYING PROCESS.
BETTER INFORMED
DIGITALLY CONNECTED
WILLING TO CHANGE

4. EVERY MINUTE
OF EVERYDAY
of YouTube uploads
48 hrs
new mobile web users
217
Wordpress blog posts
347
new websites
571
Foursquare check-ins
2,083
Flickr photos
3,125
Instagram photos
3,600
Email messages
204,167,667
Google queries
2,000,000
Facebook shares
684,478
Consumers spend
$272,070
Twitter tweets
100,000
Apple app download
47,000
Facebook likes
34,722
SOURCE: DOMO, INC.
61,141
hours of music uploaded

5. 57%
of the buying process is completed before a first interaction with sales.
SOURCE –CUSTOMER EXECUTIVE BOARD
IT CREATES A NEW KIND OF THINKINGAROUND SALES

6. 2.4BILLION
brand-related conversions
happen online everyday.
THIS CHANGES THE RULES
FOR MARKETERS
SOURCE –KELLER FAY GROUP

7. 86%
of customers are willing to pay more for a better customer experience
SOURCE –AMERICAN EXPRESS GLOBAL CUSTOMER BAROMETER
AND RAISES THE STAKES FOR CUSTOMER SERVICE

8. SAP CLOUD FOR CUSTOMERPOWERS LEADING BRANDS ACROSS INDUSTRIES
MANUFACTURING
CONSUMER PRODUCTS & LIFE SCIENCES
RETAIL & WHOLESALE
HIGH TECH & TELCO
MEDIA, SPORTS ENTERTAINMENT, TRAVEL
SERVICES & PUBLIC SECTOR

9. SAP CLOUD
FOR CUSTOMER ENGAGEMENT:
PRODUCT PORTFOLIO

10. WEB MOBILE EMAIL CALL
CENTER
MARKET
PLACE
INTERNET
OF THINGS
CONTACT
CENTER
POS MARKETING
CHANNELS
DIGITAL
GOODS
SOCIAL
INDUSTRIES
SALES SERVICE MARKETING COMMERCE SOCIAL
PREDICTIVE ANALYTICS
HANA AS A PLATFORM
SAP CLOUD FOR CUSTOMER ENGAGEMENT:
PRODUCT PORFOLIO OVERVIEW & ARCHITECTURE

11. SALES
ENABLING THE STRATEGICSELLER
•SALES PERFORMANCE MANAGEMENTTurn sales strategy into action to engage customers like never before, drive revenue, and exceed goals and objectives.
•COLLABORATIVE SELLINGMake every sales interaction count by connecting sellers and customers with the right content, insights, and experts at every stage of the deal.
•SELLING THROUGH CONTACT CENTERSMake real-time offers to increase cross-sell and up-sell, drive revenue, and improve satisfaction.
•BILLING REVENUE & INNOVATION MANAGEMENTMonetize services with flexible pricing and revenue tools

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12
Customer
Beyond SFA to Travel & Expense Management and Sales Performance Management
Day in the Life of Sales: Leverage power of HANA and predictive analytics for sales intelligence
Online & offline mobile solutions across all platforms
Next gen user experience with responsive UI & Voice
Capabilities for your industry
SalesGuide your customers through their journey, from awareness-to-close.
CONFIDENTIAL

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13
Customer
Deal Finder
•Predict deals and automatically populate deal funnel based on trending topics
•Find deals using external triggers, like news, company updates, industry trends, and use cluster model to prioritize deals based on company profile and history
•Match deals to topics of interest based on individual sales person profile and focus area

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14
Customer
Influencer Map
Identify top influencers in a deal from structured and unstructured data sources
Rate influencers for proximity to decision makers with a flexible scoring algorithm
Capture team feedback on influence levels and use in re-scoring
Weighted scoring algorithm (HANA Predictive Analysis Library) applied to various score components (advocacy, engagement, sentiment) to determine an influence score

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15
Customer
Dynamic Surveys
Tailor your follow-on questions to previous response via branching
Enhanced ability to capture key customer insight
Also available for use in Service Scenarios

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Customer
Mobile Forecasting
Improve pipeline accuracy and timeliness with mobile convenience
Enables easy maintenance of verbal overrides with visibility into pipeline, target and won
Enables managers to get a quick view of their team’s forecast

17. SERVICE
DELIVERING SERVICE EXCELLENCE
•MULTI-CHANNEL SERVICE EXCELLENCEInstant, 360-degree view of customers across all channels, and enable real-time collaboration to solve complex cases.
•STREAMLINED SERVICE OPERATIONSAccess a real-time view of operation status, key performance indicators (KPIs), and customer feedback for immediate adjustment and corrective action
•SERVICE-DRIVEN TOP-LINE GROWTHLeverage customer service interactions to cross-sell and up-sell; bundle value-added service with products.

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Customer
SAP Cloud for Service | SAP Cloud for Social EngagementIn-Context Social Collaboration Across Your Enterprise
Features and Benefits
Use integrated Feed for instant, efficient collaboration across your entire enterprise
Crowdsource and share service best practices, relevant information in context of accounts and service requests
Plan and prepare for customer interactions more effectively
Connect with the extended team including sales staff who are on the road with support for mobile devices
Share relevant knowledge to support resolution efforts

19. MARKETING
EMPOWERING THE MODERNMARKETER
•DATA-DRIVEN MARKETINGCapitalize on data driven insights and make intelligent business decisions to maximize the ROI
•AGILE MARKETINGMarket with speed and precision and convert on market opportunities before they disappear
•ENGAGING CUSTOMER EXPERIENCESDeliver engaging customer experience seamlessly across multiple interaction channels

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Customer
CMO Dashboard
Increase transparency of marketing plans, spend, campaigns, assets, and resources
Improve collaboration across all key stakeholders to better manage the brand, assets, and collaterals
React quickly to early outcomes and make adjustments in real-time to drive higher spend ROI

21. COMMERCE
POWERING THE FUTURE OFCUSTOMER ENGAGEMENT
•B2B COMMERCEGive business customers a multi-channel shopping experience, increasing revenue and reduce selling cost
•B2C COMMERCEDeliver the state-of-the-art unified shopping experience that drive high conversion and revenue
OPTIMIZED COMMERCE WITH
hybrisis SAP’s strategic Omni-Channel Commerce solution, multiplying the power of other SAP solutions and re-defining customer engagement.

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22
Customer
Order management support with hybrisecommerce
Streamline ecommerce customer service and support with hybrisand Cloud for Service integration
Enable customer service specialists to assist customers with shopping cart and order challenges

23. SOCIAL
CONNECTEMPLOYEES AND CUSTOMERS ONLINE
•SOCIAL IN CONTEXTBe social and collaborate in the context of business processes whether on external social media or within your enterprise
•DEEP INSIGHTSUnderstand customers and concepts by turning social media buzz into insight
•SCALABLE ENGAGEMENTGrow your capacity, not your team with powerful tools to manage the scale and speed of social

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Customer
Mobility
•Manage service requests on iPad– anytime, anywhere
Solution Finder
•Integration with existing knowledge base
•Context-sensitive recommendations
•Easily share content with customers
•E-Mail
•Phone (CTI)
•Web self-service portal
•Chat
•Branded communities
•Social Media* (Twitter, Facebook)
Multi-channel service
Collaboration
•Contextual social collaboration with integrated feed
Integration
•Native integration with SAP ERP and SAP CRM
•Open API
Analytics
•Real-time serviceperformance with pre-built dashboards
•Embedded reports response times, handle times, priority and escalation trends
Productivity
•E-mail response management
•Routing and escalation rules
SAP Cloud for Social EngagementDesigned to WOW the Customer, Agent and Manager
*Social Media channels with SAP Cloud for Social Engagement

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Customer
Nespresso

26. Krissy Espindola
Director, Knowledge Management & Social
Customer Support
Looking at our results with social engagement, the
ROI is tremendous. We are getting a 94% resolution
rate as compared to our usual 11-12%. We are seeing
tremendous ROI servicing our customers on social
using these tools.
“
”
Objective
Take on larger rivals by providing a delightful
social media experience
Solution
SAP Social Media Analytics by NetBase SAP
Cloud for Social Engagement
Benefits
Meet increasing demand for social media
interaction without scaling team. Reduced
churn. More cost-effective customer
acquisition with marketing messages based
on social buzz.
AT A GLANCE

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Please feel free to engage me via:
@faragona77
es.linkedin.com/in/fabioaragona/
©
THANK YOU!
Fabio Aragona
Cloud Sales Specialist Italy
SAP EMEA / Italy
Work: +39 039 6879 285
Mobile: +34 628 530 937
E-mail: fabio.aragona@sap.com

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Customer
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