What Do Your Customers Want?

Start Your Own Path with SAP 360 Customer

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Customers Are Changing the Rules of EngagementChart Your Path to Better Customer Experiences

Introducing SAP 360 Customer Empower Your Workforce: Deliver a More Personal and Relevant Customer Experience

Customer Expectations Are Rising

Digitally connected

38% of smartphone owners research products on their smartphones while shopping at a physical store

Real-time insightTrue 360° customer insight with embedded predictive analytics

“Best-in-class” organizations that analyze and manage

big data show a 15% average improvement in marketing ROI, compared to 0.2% for the competition

Convenience

66% of customers agree that “valuing my time is the most important thing a company can do to provide good service”

Socially networked

Customers who engage with companies via social media spend

20% to 40% more money with those companies than do other customers

Real-time interactions1:1 customer engagement with

context through social channels, on any device at any time

53% of B2B customer loyalty is driven by the sales experience

Relevance

70% of people say they are more likely to buy things on Facebook if offers are based on their previous buying behavior

Better informed

The average consumer today checks

10.4information sources before buying

Real-time executionEffective and efficient planning and

execution in the cloud or on premise

Global customers are willing

to spend up to 22% more with companies they see as providing excellent customer service

Responsiveness

95% of unhappy customers will return if an issue is resolved quickly and efficiently

Reliability

75% of consumers say they prefer online support if it is reliable and provides accurate and complete information

SourcesLeo J. Shapiro and Associates, How Smartphones Are Helping Create a New Generation of “Smart Shoppers,” March 23, 2012.

Bain & Company, Bain Brief, Putting Social Media to Work, September 12, 2011.

Google, Shopper Sciences Macro Study, 2011.

Forrester, Understanding Customer Service Satisfaction to Inform Your 2012 eBusiness Strategy, January 2012.

Havas Media Social Commerce Survey, 2011.

National Association of Retail Marketing Services, January 2012.

Coleman Parkes, Amdocs Global Study, March 22, 2012.

Aberdeen Group, Customer Analytics: Leveraging Big Customer Data to Achieve Big Profits, June 2012.

Corporate Executive Board, The Challenger Sale, 2011.

American Express Global Customer Service Barometer, 2011.