Herzlich willkommen zur Lernwerkstatt

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1 Herzlich willkommen zur Lernwerkstatt «Kunden gewinnen, binden und begeistern Lösungen von SAP Hybris für innovatives Customer Engagement Präsentiert von: Marcel Brun Business Development

2 Kunden gewinnen, binden und begeistern Lösungen von SAP Hybris für innovatives Customer Engagement PUBLIC Marcel Brun Business Development, SAP Hybris Switzerland August 2017

3 72% of global CEOs believe the next 3 years will be more critical for their industry than the last 50 years. Source: Forbes Insights, 2016 Global CEO Outlook 2017 SAP SE or an SAP affiliate company. All rights reserved. 3

4 DISRUPTION IS EVERYWHERE Media & Entertainment Consumer Products Software Hardware Energy Retail Sportswear GPS and Navigation Transportation Food & Beverage 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 4

6 86% of consumers are willing to pay more for an upgraded experience, and 55% are willing to pay for a guaranteed good experience. Source: The Huffington Post, 50 Important Customer Experience Stats for Business Leaders 2017 SAP SE or an SAP affiliate company. All rights reserved. The information provided within this presentation does not constitute an obligation of any functionality, and SAP Hybris reserves the sole right without consequence to alter the design, specifications and forecasted time-to-market of the products and features described. 6

7 CHANGE IS HAPPENING FASTER THAN EVER 75 YEARS 38 YEARS 13 YEARS 4 YEARS 3.5 YEARS 50 DAYS 35 DAYS 3 YEARS TIME TO REACH 50 MILLION USERS 2017 SAP SE or an SAP affiliate company. All rights reserved. The information provided within this presentation does not constitute an obligation of any functionality, and SAP Hybris reserves the sole right without consequence to alter the design, specifications and forecasted time-to-market of the products and features described. 7

8 AND CUSTOMERS ARE HARDER TO ENGAGE 99.76% of online ads are ignored. 57% of the buying process is completed before a first interaction with sales. 60% of consumers abandoned a purchase due to a poor service experience. Source: Google Source: Customer Executive Board Source: American Express Global Barometer 2017 SAP SE or an SAP affiliate company. All rights reserved. The information provided within this presentation does not constitute an obligation of any functionality, and SAP Hybris reserves the sole right without consequence to alter the design, specifications and forecasted time-to-market of the products and features described. 8

10 AWARENESS PRINT CONSIDERATION SOCIAL CONTACT CENTER CHANGE ADDRESS USE WEB TV WEB SHOP SEARCH KW/ADS DISCOVERY DISCOVER NEED WORD OF MOUTH RESEARCH WEB DIGITAL ADS SOCIAL SHORTLIST REVIEWS EACH CUSTOMER CHOOSES THEIR OWN ADVENTURE RECEIVE OFFER RETAIL STORE WEB SITE INTEREST CONTACT CENTER BUY ACTION WEB SHOP TRACK ORDER RECEIVE PACKAGE MISSING ITEM WEB SHOP POST REVIEW SET UP PHONE SUPPORT PORTAL CONTACT CENTER BILLING ISSUE USE JOIN GROUPS BRANDED COMMUNITY NETWORK ISSUE RETAIL STORE SOCIAL MAKE PAYMENT FIX ISSUE LOYALTY BONUS SUPPORT PORTAL ADVOCACY CONTACT CENTER CONTACT CENTER RESTART SERVICE RECEIVED OFFER ADVOCACY ACTION RETAIL STORE CONSIDERATION REFER FRIENDS SOCIAL WORD OF MOUTH 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ 10

11 It s all about creating magic moments That s exactly what I was looking for! That fits perfectly to my previous purchase! Wow, that was quick! That s a perfect replacement for my previous product That s not what I came for, but that s actually something I need! 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC This looks great! This offer came right in time! They ve understood my needs! I didn t have to explain everything again when calling the call center. 11

13 WHAT MAKES DIFFERENT? WE ATTACK OF THE PROBLEM 2017 SAP SE or an SAP affiliate company. All rights reserved. The information provided within this presentation does not constitute an obligation of any functionality, and SAP Hybris reserves the sole right without consequence to alter the design, specifications and forecasted time-to-market of the products and features described. 13

14 CLOUD = The Simplified Front Office MOBILE IN STORE/ BRANCH CONTACT CENTER DIGITAL GOODS MARKET- PLACE IOT SOCIAL SMS/ NOTIFICATION EXPERIENCE MANAGEMENT SEARCH ADS / SEO DIGITAL ADS PRINT SAP Hybris Front Office Simplifies & differentiates customer processes MARKETING COMMERCE SALES SERVICE REVENUE Machine Learning / Artifical Intelligence / Internet of Things DATA SERVICES SAP CLOUD PLATFORM OTHER ERP DIGITAL CORE Simplifies & optimizes core processes 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 14

15 MARKETING COMMERCE SALES SERVICE REVENUE Angenommene Herausforderungen: Haben Sie eine 360 Sicht auf Ihren Kunden? Ist ihr Unternehmen fähig einen Dialog mit dem heutigen Kunden zu entwickeln? Können Sie Kundenerlebnisse über alle Kanäle hinweg personalisieren? Sind Sie proaktiv oder eher reaktiv mit ihren Marketingaktivitäten? Wie gut sind Ihre Marketing Technologien miteinander integriert? Haben Sie eine nahtlose Prozessautomatisierung über aber alle Schlüsselprozesse hinweg? 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 15

16 MARKETING COMMERCE SALES SERVICE REVENUE Realtime contextual marketing solution to reach and engage individual What they may do IMPLICIT The customer EXPLICIT What they are doing now Real-time individualization Presentation of relevant content across all touchpoints 2017 SAP SE or an SAP affiliate company. All rights reserved. What they have done 16

18 MARKETING COMMERCE SALES SERVICE REVENUE Angenommene Herausforderungen : DATA SERVICES Überlegen Sie sich Produkte/Services über einen zusätzlichen Interaktionskanal für Ihre Kunden (ecommerce) anzubieten Skaliert Ihre Commerce Plattform mit den steigenden Geschäftsanforderungen? Sind Sie in der Lage Ihr Lager und Ihre Bestellprozesse über die ganze Firma hinweg zu orchestrieren? Über digitale und auch physische Kanäle? Ist Ihre Commerce-Plattform mit allen «Customerfacing» Lösungen (Kundenservice, Kundenanalyse, Marketing/Remarketing, Echtzeit-Kundenverhaltensdaten, Merchandising-Tools verbunden? 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 18

21 MARKETING COMMERCE SALES SERVICE REVENUE DATA SERVICES Angenommene Herausforderungen : Sind Sie in der Lage, jederzeit, überall und von jedem Gerät aus den Verkaufsprozess zu unterstützen? Haben Ihre Verkaufsmitarbeiter einfachen und permanenten Zugriff auf Backoffice Informationen über die verschiedenen Geschäftsbereiche? Haben Ihre Verkaufsmitarbeiter Zugriff auf Kundenanalytics und Verkaufsdaten in Echtzeit? SAP HYBRIS Sind Ihre Verkaufsmitarbeiter CLOUD in = der Lage, The vorausschauende Simplified Analysen Front über IhreOffice Kunden zu machen um die Erfolgschancen zu erhöhen? 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 21

23 MARKETING COMMERCE SALES SERVICE REVENUE DATA SERVICES Angenommene Herausforderungen : Sind Sie in der Lage, Service-Ticketing über mehrere Kanäle zu unterstützen Sind Sie in der Lage, Service-Agenten/Techniker mit integrierten Informationen aus Ihrer vorhandenen Wissensbasis auszustatten? Sind Sie in der Lage, Echtzeit-Einblicke in die Performance Ihres Service-Teams zu liefern? Sind Sie in der Lage, Social Media Kanäle zu nutzen, um mit Kunden in Interaktion zu treten und ihnen zu helfen, schnell eine Lösung für Ihre Serviceanfragen zu liefern? Kämpfen Sie mit der Integration von , Lotus Notes und anderen vertrauten Tools? 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 23

26 By 2019, more than 50% of all industries will price and package their offerings as services with flexible subscription or consumption-based pricing models. Source: IDC Research, Inc., IDC FutureScape: Worldwide Software Business Models and Monetization 2017 Predictions 2017 SAP SE or an SAP affiliate company. All rights reserved. 26

28 FROM PRODUCTS TO SERVICES 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC Pay As You Go Pay Per X (View etc.) Metered Charging Micropayments Subscriptions Price Plans Bundles Personalized Offerings Freemium Try Before You Buy ewallets Virtual Currencies, Points & Rewards Systems Partner Settlement Revenue Sharing, Multi-Sided Transactions Spending Controls & Alerts, Allowances 28

29 MARKETING COMMERCE SALES SERVICE REVENUE DATA SERVICES Angenommene Herausforderungen: Sind Sie in der Lage, neue Geschäftsmodelle zu unterstützen, wenn es um die Preisgestaltung geht? Sind Sie in der Lage Abrechnungen für Services / Dienstleistungen nach dem Verursacherprinzip (Consumption/Subscription based Billing) zu unterstützen? Sind Sie in der Lage transaktionsbasiert (Apple Store/iTunes) abzurechnen? Sind Sie in der Lage ihre Umsätze aus neuen Business Modellen mit möglichen Partnern (shared economy) einfach abzurechnen/zu teilen? 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 29

33 Machine Learning will change the way companies engage with their customers We apply machine learning algorithms & artificial intelligence techniques to the SAP Hybris Front Office 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 33

35 2017 SAP Hybris Cloud Solution Portfolio EDITIONS and Add-Ons MARKETING CLOUD COMMERCE CLOUD SALES CLOUD SERVICE CLOUD REVENUE CLOUD Core Editions Enterprise Professional Enterprise Professional Enterprise Professional Enterprise Professional Enterprise Professional 2018 Q3 Standard Standard Standard Standard Standard Q2 3 rd Party Add-Ons 3 rd Party Add-Ons 3 rd Party Add-Ons 3 rd Party Add-Ons 3 rd Party Add-Ons Add-Ons Infrastructure & Technology Add-ons Infrastructure & Technology Add-ons Infrastructure & Technology Add-ons Infrastructure & Technology Add-ons Infrastructure & Technology Add-ons Functional Add-ons Functional Add-ons Functional Add-ons Functional Add-ons Functional Add-ons 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ PUBLIC 35

36 Why SAP Hybris? Out of the box integrations (horizontal & vertical) Best ratings from Analysts like Gartner/Forrester > KMUs Trust on SAP Solutions 2017 SAP SE or an SAP affiliate company. All rights reserved. The information provided within this presentation does not constitute an obligation of any functionality, and SAP Hybris reserves the sole right without consequence to alter the design, specifications and forecasted time-to-market of the products and features described. 36