Join Tom Gay and Oliver Conze as they provide an overview of how the SAP Hybris Customer Success and Services organization aims to support you on your journey in adopting SAP Hybris solutions. Get to know more about our organization and what you expect to gain from the Customer Success sessions this week.

1. Welcome!
Customer Success & Services Organization
Oliver Conze, Senior VP Customer Success & Renewals
Tom Gay, Global VP Expert Services
October 17, 2017

2. 3CUSTOMER© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
“Everything is being offered as a
service, which requires disruptive
processes and technology.
Markets will be won by those who
can transform first.”
Business Transformation

3. 4CUSTOMER© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Customer Success & Services – Goals
Accelerate Time to Value
§ Effective Onboarding
§ Implementation Success
§ Risk Management
Transform Your Business
§ Power of the Hybris Suite
§ Innovation beyond the Platform
§ Thought Leadership
Maximize Value through Adoption
§ Customer Goals as Measure of
Success
§ Staying up-to-date
§ Relationship is Key

4. 6CUSTOMER© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Your SAP Hybris Customer Success & Services Team
Expert
Services
YOU
Customer
Engagement
Executive

5. 7CUSTOMER© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
YOUR CUSTOMER ENGAGEMENT EXECUTIVE (CEE)
IS HERE TO ASSIST YOU ALONG YOUR JOURNEY
TO SUCCESSFULLY ADOPT SAP HYBRIS SOLUTIONS

6. 8CUSTOMER© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
YOUR JOURNEY TO SUCCESS
Onboarding &
Implementation
Utilize &
Optimize
Expand

7. 9CUSTOMER© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
The Customer Engagement Executive (CEE) …
§ is the customers’ voice in the SAP Hybris organization
§ understands customers goals and business objectives
§ provides access to Best Practices and facilitates your enablement
§ understands and qualifies customers requests
§ works closely with SAP Hybris Expert Services to ensure project success
§ monitors value realization, adoption and conducts customer business reviews
§ identifies business opportunities (white spots) of solution usage

8. 10CUSTOMER© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
50%reduced time to generate
forecasts and reports
40%reduction in average
costper call
40%improvementin email
conversation rate
70%reduction in order
processing costs
SALES SERVICES MARKETING COMMERCE
Customer adoption and value realization
Forrester Total Economic Impact Study June 2017

9. 11CUSTOMER© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
HOW DO YOU DEFINE SUCCESS?

10. 12CUSTOMER© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Expert Services Focus
SAP Hybris Suite – End to End
§ Full coverage: Commerce,
Marketing, Sales, Services,
Revenue
§ Cross Solution Architecture
§ Program Planning
Cloud Centered
§ Decrease Time to Value
§ Decrease TCO
Beyond Construction
§ Upgrades
§ Additional Roll-outs
§ Expansion & Growth

11. CS&S Track Agenda

14. Thank you.
Contact information:
Oliver Conze
SVP Customer Success & Renewals
oliver.conze@sap.com
Tom Gay
GVP Expert Services
thomas.gay@sap.com