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«Kunden gewinnen, binden und begeistern“Lösungen von SAP Hybris für innovatives Customer Engagement
Präsentiert von: Marcel BrunBusiness Development
Herzlich willkommen zur Lernwerkstatt
PUBLICMarcel Brun – Business Development, SAP Hybris Switzerland
August 2017
Kunden gewinnen, binden und begeisternLösungen von SAP Hybris für innovatives Customer Engagement
3© 2017 SAP SE or an SAP affiliate company. All rights reserved.
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
4PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
DISRUPTION IS EVERYWHERE
TransportationSportswear GPS and Navigation
Retail
Hardware EnergySoftwareMedia & Entertainment
Consumer Products
Food & Beverage
6© 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.
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
7© 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.
CHANGE IS HAPPENING FASTER THAN EVER …
TIME TO REACH50 MILLION USERS
75 YEARS
38 YEARS
13 YEARS
4 YEARS
3.5 YEARS
3 YEARS
50 DAYS
35 DAYS
8© 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.
… AND CUSTOMERS ARE HARDER 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
60%
of consumers abandoned a purchase due to a poor service experience.
Source: American Express Global Barometer
9© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
THISIS NOT YOURCUSTOMER’S JOURNEY
Awareness
Interest
Desire
Action
10© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
EACH CUSTOMER CHOOSES THEIR OWN ADVENTURE
CHANGE
ADDRESS
DISCOVER
NEED
RECEIVE
OFFER
POST
REVIEW
MAKE
PAYMENT
JOIN
GROUPS
SHORTLIST
TRACK
ORDER
BUYRECEIVE
PACKAGE
SET UP
PHONE
MISSING
ITEM
NETWORK
ISSUE
FIX
ISSUE
RESTART
SERVICE
BILLING
ISSUE
LOYALTY
BONUS
RECEIVED
OFFER
WEB
TV
DIGITAL
ADS
SOCIAL
SEARCH
KW/ADSREVIEWS
RETAIL
STORE
CONTACT
CENTER
SOCIAL CONTACT
CENTER
SUPPORT
PORTAL
CONTACT
CENTER
SOCIAL
BRANDED
COMMUNITY
CONTACT
CENTER
CONTACT
CENTER
RETAIL
STORE
AWARENESS
INTEREST
CONSIDERATION
ACTION
USE
ACTION
ADVOCACY
ADVOCACY
CONSIDERATION
USE
SUPPORT
PORTAL
WEB
SHOPRETAIL
STORE
REFER
FRIENDS
SOCIAL
WORD OF
MOUTH
WEB
SITE
WORD OF
MOUTH
WEB SHOP
RESEARCH
WEB
WEB SHOP
DISCOVERY
11PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
It‘s all about creating magic moments
That fits perfectly
to my previous
purchase!
That’s a perfect
replacement for my
previous product
That’s not what
I came for,
but that’s actually
something I need!
They’ve understood
my needs! I didn’t
have to explain
everything again
when calling the
call center.
That’s exactly what
I was looking for!
This looks great!
Wow, that was quick!
This offer came
right in time!
12© 2017 SAP SE or an SAP affiliate company. All rights reserved.
12
CRM. WEB CMS. MOBILE. MARKETING. OMS.
STORES. CONTACT CENTERS. ETC.
BUT
COMPLEXITY
MAKES AGILITY
IMPOSSIBLE.
13© 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.
WHAT MAKES SAP HYBRIS DIFFERENT?
WE ATTACK OF THE PROBLEM
14PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
MOBILE IN STORE/
BRANCH
CONTACT
CENTERMARKET-
PLACE
IOT SOCIAL SMS/NOTIFICATION
SEARCH
ADS /
SEO
DIGITAL
ADS
EMAIL PRINTDIGITAL
GOODS
EXPERIENCE MANAGEMENT
SAP HYBRISMARKETING
SAP HYBRISREVENUE
SAP HYBRISSALES
SAP HYBRISSERVICE
SAP HYBRISCOMMERCE+ + + +
SAP HYBRIS DATA SERVICES
SAP HYBRIS CLOUD = The Simplified Front Office
Simplifies & optimizes
core processes
Machine Learning / Artifical Intelligence / Internet of Things
SAP HybrisFront Office
Simplifies & differentiates
customer processes
DIGITAL COREOTHER ERP
SAP CLOUD PLATFORM
15PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
SAP HYBRISMARKETING
SAP HYBRISREVENUE
SAP HYBRISSALES
SAP HYBRISSERVICE
SAP HYBRISCOMMERCE+ + + +
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?
16© 2017 SAP SE or an SAP affiliate company. All rights reserved.
SAP HYBRISMARKETING
SAP HYBRISREVENUE
SAP HYBRISSALES
SAP HYBRISSERVICE
SAP HYBRISCOMMERCE+ + + +
Realtime contextual marketing solution to reach and engage individual
Real-time
individualizationPresentation of
relevant content across
all touchpoints
The customer
What they have done
What they may do
What they are doing now
EXPLICIT
IMPLICIT
17© 2017 SAP SE or an SAP affiliate company. All rights reserved.
(SAP Hybris Marketing)
18PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Angenommene Herausforderungen :
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?
SAP HYBRISMARKETING
SAP HYBRISREVENUE
SAP HYBRISSALES
SAP HYBRISSERVICE
SAP HYBRISCOMMERCE+ + + +
SAP HYBRIS DATA SERVICES
19© 2017 SAP SE or an SAP affiliate company. All rights reserved.
SAP HYBRISMARKETING
SAP HYBRISREVENUE
SAP HYBRISSALES
SAP HYBRISSERVICE
SAP HYBRISCOMMERCE+ + + +
LEADER: Omnichannel commerce suite for B2C and B2B industries
20© 2017 SAP SE or an SAP affiliate company. All rights reserved.
(SAP Hybris Commerce)
21PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
SAP HYBRISMARKETING
SAP HYBRISREVENUE
SAP HYBRISSALES
SAP HYBRISSERVICE
SAP HYBRISCOMMERCE+ + + +
SAP HYBRIS DATA SERVICES
SAP HYBRIS CLOUD = The Simplified Front Office
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?
Sind Ihre Verkaufsmitarbeiter in der Lage, vorausschauende Analysen über Ihre Kunden
zu machen um die Erfolgschancen zu erhöhen?
22© 2017 SAP SE or an SAP affiliate company. All rights reserved.
(SAP Hybris Sales)
23PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
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 eMail, Lotus Notes und anderen vertrauten Tools?
SAP HYBRISMARKETING
SAP HYBRISREVENUE
SAP HYBRISSALES
SAP HYBRISSERVICE
SAP HYBRISCOMMERCE+ + + +
SAP HYBRIS DATA SERVICES
24PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
SAP HYBRISMARKETING
SAP HYBRISREVENUE
SAP HYBRISSALES
SAP HYBRISSERVICE
SAP HYBRISCOMMERCE+ + + +
SAP HYBRIS DATA SERVICES
25© 2017 SAP SE or an SAP affiliate company. All rights reserved.
(SAP Hybris Service)
26© 2017 SAP SE or an SAP affiliate company. All rights reserved.
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
27© 2017 SAP SE or an SAP affiliate company. All rights reserved.
What do these products have in common?
28PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
FROM PRODUCTS TO SERVICES
• 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
29PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
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?
SAP HYBRISMARKETING
SAP HYBRISREVENUE
SAP HYBRISSALES
SAP HYBRISSERVICE
SAP HYBRISCOMMERCE+ + + +
SAP HYBRIS DATA SERVICES
© 2016 SAP SE or an SAP affiliate company. All rights reserved.
SAP Hybris – End2End CUSTOMER JOURNEY
31PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Machine Learning
&
Artificial Intelligence
32PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
ML/AI - leveraging the power of SAP
33PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
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
34PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ https://labs.hybris.com/2017/07/07/chatbot-charly-in-action/
35PUBLIC© 2017 SAP SE or an SAP affiliate company. All rights reserved. ǀ
2017 SAP Hybris Cloud Solution Portfolio – EDITIONS and Add-Ons
Enterprise
Professional
Standard
Enterprise
Professional
Standard
Enterprise
Professional
Standard Standard
Enterprise
Professional
Standard
Add-Ons Infrastructure &
Technology Add-ons
MARKETING CLOUD COMMERCE CLOUD SALES CLOUD SERVICE CLOUD REVENUE CLOUD
Professional
Enterprise
3rd Party Add-Ons
Core
Editions
Infrastructure &
Technology Add-ons
3rd Party Add-Ons
Functional Add-ons
Infrastructure &
Technology Add-ons
3rd Party Add-Ons
Functional Add-ons
Infrastructure &
Technology Add-ons
Functional Add-ons
3rd Party Add-Ons
Functional Add-ons
Infrastructure &
Technology Add-ons
3rd Party Add-Ons
Functional Add-ons
2018
Q3
Q2
36© 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.
Why SAP Hybris?
>350’000 KMUs Trust on
SAP Solutions
Out of the box integrations
(horizontal & vertical)
Best ratings from Analysts
like Gartner/Forrester
«Digitale Ampel»-Tipps von
37
Rot
Orange
Grün
Erklärvideo:https://www.youtube.com/watch?v=jHt8YaukhGk
ENGLISCH: www.assesswithhybris.comDEUTSCH: www.sap-epublisher.com/hybris/dgem.php?mu=de
In nur 5 Minuten kostenlos «Readiness» testen und Tips erhalten:
SAP (Schweiz) AGMarcel Brun, Business Development SAP HybrisTel. 078-844 00 39/ E-Mail: [email protected]/de
Herzlichen Dank!#digitalkmu