2014.09.30 expert session sap c4 c @ expertum - empower your sales team with sap cloud for...
DESCRIPTION
In today’s dynamic sales environment real-time information, guided selling at each sales stage and fast sales cycles are crucial to win deals. Staying on top on these sales challenges requires a fast, integrated and user-friendly sales tool for your sales team. SAP Cloud for Customer helps your sales team know your customers, sell like the best and engage to win! SAP Cloud for customer is a cutting edge, fast and easy sales application that brings both the sales and the customer experience to new levels. A tool that your sales force will actually want to use.TRANSCRIPT
SAP Cloud for Customer Expert Session
Joeri Seghers (Expertum)
Steve Debruyne (Expertum)
Wim Verschoore (SAP)
It’s time to engage your customers like never before!
Expertum
History
Founded in April 2006 by 2 ex-SAP BeLux employees
Partnerships
Today
Team of 60+ SAP Experts and Project Managers
Mission
Exceed client expectations by providing top-quality expertise
Provide our people a safe environment for personal and professional growth
Strenght
Highly skilled & experienced SAP consultants in all SAP areas, combined with a wide industry knowledge in several domains
2
Expertum
8 areas of SAP Expertise
Innovation in Solutions & Technologies
SAP CRM on HANA
CRM- C4C
HCI
Strategic advise
3
Knowledge Management
- Product &
Service Development
Expertum
4
Agenda
The New Sales Context...
...Requires a New Approach: The SAP Cloud for Customer Solution
The Integrated Cloud for Sales Solution
Demo-time!
Let’s Recap The Key Benefits
How to Implement?
So What’s in it for You?
The next steps in SAP Cloud for Sales
5
Agenda
The New Sales Context...
...Requires a New Approach: The Cloud for Customer Solution
The Integrated Cloud for Sales Solution
Demo-time!
Let’s Recap The Key Benefits
How to Implement?
So What’s in it for You?
The next steps in SAP Cloud for Sales
6
Some facts and figures...
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
CUSTOMERS HAVE TAKEN CONTROL OF
THE BUYING PROCESS.
BETTER INFORMED
DIGITALLY CONNECTED
WILLING TO CHANGE
The New Sales Context...
of the buying process of a B2B buyer is completed before a first
interaction with sales.
57%
ONE THAT KEEPS SELLERS OUT UNTIL IT’S
ALMOST TOO LATE
SOURCE - CORPORATE EXECUTIVE BOARD
The New Sales Context...
IMPACTING YOUR
TOP LINE
FORECAST
The New Sales Context...
The New Sales Context...
of CRM deployments for Sales have poor user adoption.
YET YOUR SALES TOOLS DON’T DO WHAT YOU NEED
SOURCE: CHIEF SALES OFFICER
INSIGHTS
74%
Update my forecast
Did we send a quote?
Prospects’ preferences?
What’s the news on that customer?
Who’s the product specialist for that deal?
Accounts contacts?
Warm introduction?
What’s in my pipeline?
The New Sales Context...
Agenda
The New Sales Context...
...Requires a New Approach: The SAP Cloud for Customer Solution
The Integrated Cloud for Sales Solution
Demo-time!
Let’s Recap The Key Benefits
How to Implement?
So What’s in it for You?
The next steps in SAP Cloud for Sales
13
...Requires a New Approach: The Cloud for Customer Solution
Across Marketing, Sales, Service,
Commerce, Social & Mobile
Innovate In Cloud
With hybrid solutions, private cloud,
and end-to-end integration
Leverage On-Premise
To win in key industries
Verticalize
With predictive analytics powered by
HANA
Turn Insight Into Action
SAP CLOUD FOR CUSTOMER ENGAGEMENT
The Cloud for Customer Solution: overview of the suite
SAP HANA AS A
PLATFORM
HANA AS A
PLATFORM
SAP Cloud for Customer on HANA Cloud Platform
SAP Cloud for Social
Engagement
SAP Cloud for Sales
SAP Cloud for Service
HANA Cloud Integration
SAP ERP SAP CRM SAP BI
SAP Cloud for Marketing
Non SAP
Hana Cloud Portal
The Cloud for Sales Solution
SAP Cloud for Sales ENABLING THE STRATEGIC SELLER
• SALES PERFORMANCE MANAGEMENT Turn sales strategy into action to engage customers like
never before, drive revenue, and exceed goals and
objectives.
• COLLABORATIVE SELLING Make 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 CENTERS Make real-time offers to increase cross-sell and up-sell,
drive revenue, and improve satisfaction.
• BILLING REVENUE & INNOVATION
MANAGEMENT Monetize services with flexible pricing and revenue tools
The Cloud for Service Solution
SAP Cloud for Service DELIVERING SERVICE EXCELLENCE • MULTI-CHANNEL SERVICE
EXCELLENCE Instant, 360-degree view of customers across all
channels, and enable real-time collaboration to solve
complex cases.
• STREAMLINED SERVICE OPERATIONS Access a real-time view of operation status, key
performance indicators (KPIs), and customer feedback
for immediate adjustment and corrective action
• SERVICE-DRIVEN TOP-LINE GROWTH Leverage customer service interactions to cross-sell and
up-sell; bundle value-added service with products.
The Cloud for Social Engagement Solution
SAP Cloud for Social Engagement CONNECT EMPLOYEES AND CUSTOMERS ONLINE
• SOCIAL IN CONTEXT Be social and collaborate in the context of
business processes whether on external social
media or within your enterprise
• DEEP INSIGHTS Understand customers and concepts by turning
social media buzz into insight
• SCALABLE ENGAGEMENT Grow your capacity, not your team with powerful
tools to manage the scale and speed of social
The Cloud for Marketing
SAP Cloud for Marketing EMPOWERING THE MODERN MARKETER
• DATA-DRIVEN MARKETING Capitalize on data driven insights and make
intelligent business decisions to maximize the ROI
• AGILE MARKETING Market with speed and precision and convert on
market opportunities before they disappear
• ENGAGING CUSTOMER
EXPERIENCES Deliver engaging customer experience seamlessly
across multiple interaction channels
Agenda
The New Sales Context...
...Requires a New Approach: The SAP Cloud for Customer Solution
The Integrated Cloud for Sales Solution
Demo-time!
Let’s Recap The Key Benefits
How to Implement?
So What’s in it for You?
The next steps in SAP Cloud for Sales
20
The Integrated Cloud for Sales Solution
KNOW YOUR CUSTOMERS.
SELL LIKE THE BEST.
ENGAGE TO WIN.
BOTH BEAUTY AND BRAINS
SAP CLOUD FOR SALES
• Beautiful user experience
• Deep customer insight
• Flawless execution
The Integrated Cloud for Sales Solution
Real-Time Analytics • Dashboards & forecasting
• Configurable custom reports
• Account 360
• Mash-ups with SAP BW & Business Objects
Opportunity Management & Insight • Easy Lead, Opportunity & Activity
Tracking
• Competitor Insight
• Guided Selling
Groupware Integration • Full-Featured with 2-way
Sync
• Support for Microsoft
Outlook and Lotus Notes
Account Management & Intelligence • Fast Account & Contact Updates
• 360 Customer Intelligence
Integration • Pre-built integration to SAP ERP, SAP CRM,
SAP JAM, InsideView, Xactly and more
• Mashups with most other apps
Productivity & Personalization • Flags
• Tags
• Shelf
Collaboration & Social
• Feeds, Followers and @mentions
• Internal, Customers, Partners
• Deal Sites
• Social Selling
• Quick Creates
• User-Defined Fields
• Workflow
Mobile
• Complete mobile apps, no extra cost
• Support for iPad, iPhone, Blackberry & Android
Cloud for Sales functionalities
Agenda
The New Sales Context...
...Requires a New Approach: The SAP Cloud for Customer Solution
The Integrated Cloud for Sales Solution
Demo-time!
Let’s Recap The Key Benefits
How to Implement?
So What’s in it for You?
The next steps in SAP Cloud for Sales
23
Demo of Cloud for Sales
24
1. Overview user interface C4C 2. First contact registration using
scan business card functionality 3. Execute direct mailing 4. Plan customer visit in outlook 5. Prepare and execute customer
visit
Overview user interface C4C
25
1. Overview user interface C4C 2. First contact registration using scan
business card functionality 3. Execute direct mailing 4. Plan customer visit in outlook 5. Prepare and execute customer visit
• Homepage • Overview tabs • Quick create buttons
Brings information to you Ease-of-use of every screen
Quickly create items without leaving your current screen
First contact registration using scan business card functionality
26
1. Overview user interface C4C 2. First contact registration using scan
business card functionality 3. Execute direct mailing 4. Plan customer visit in outlook 5. Prepare and execute customer visit
• Create lead using business card scanner • Add additional info/task to lead • Display new lead in C4C
One-scan registration Save lead with minimum of
info/input Immediate execution and follow-
up of tasks
Execute direct mailing
27
1. Overview user interface C4C 2. First contact registration using scan
business card functionality 3. Execute direct mailing 4. Plan customer visit in outlook 5. Prepare and execute customer visit
• Create target group • Add members to target group and check e-mail address • Send direct mailing to target group • View results of direct mailing
Easy and fast way of creating
direct e-mail campaign
Dashboard to check success rate
of a direct e-mail campaign
Plan customer visit in outlook
28
1. Overview user interface C4C 2. First contact registration using scan
business card functionality 3. Execute direct mailing 4. Plan customer visit in outlook 5. Prepare and execute customer visit
• Start work list from homepage • Check the visit plan • Plan visit to customer in Outlook
calendar • Check visit in Cloud for Customer
Visit plan reminds you when to
plan a customer visit No double calendar maintenance
thanks to the Outlook integration
Prepare and execute customer visit
29
1. Overview user interface C4C 2. First contact registration using scan
business card functionality 3. Execute direct mailing 4. Plan customer visit in outlook 5. Prepare and execute customer visit
• Check upcoming activities from homepage
• Add preparation notes to visit
Clear view on upcoming visits Be prepared for your visit with
previous notes, predefined task/surveys or additional documents
Prepare and execute customer visit
30
1. Overview user interface C4C 2. First contact registration using scan
business card functionality 3. Execute direct mailing 4. Plan customer visit in outlook 5. Prepare and execute customer visit
• Add notes during visit • Generate summary
Efficient way of on-the-spot
creation of visit report
Efficient way of generating
customer visit report for sales manager
Agenda
The New Sales Context...
...Requires a New Approach: The SAP Cloud for Customer Solution
The Integrated Cloud for Sales Solution
Demo-time!
Let’s Recap The Key Benefits
How to Implement?
So What’s in it for You?
The next steps in SAP Cloud for Sales
31
Let’s Recap the Key Benefits
Modern, user-friendly user interface
Minimum of input necessary to save data (lead, opportunity, prospect, account,...) in the system
No standard flows, fully customisable to YOUR salesproces
Fully integrated with Outlook, Social Media, ERP,...
Fully mobile solution (Ipad, Iphone)
Brings/pushes the real-time information to you and your salesteam through reports, feeds, social media content,...
Agenda
The New Sales Context...
...Requires a New Approach: The SAP Cloud for Customer Solution
The Integrated Cloud for Sales Solution
Demo-time!
Let’s Recap The Key Benefits
How to Implement?
So What’s in it for You?
The next steps in SAP Cloud for Sales
33
SAP Cloud Implementation Methodology
Agenda
The New Sales Context...
...Requires a New Approach: The SAP Cloud for Customer Solution
The Integrated Cloud for Sales Solution
Demo-time!
Let’s Recap The Key Benefits
How to Implement?
So What’s in it for You?
The next steps in SAP Cloud for Sales
35
So what’s in it for you?
Become/work more efficient
Be more prepared every time, anywhere you interact with your customer
Know more than your competitors
Give your sales reps an easy user experience they’ll love to use
Help your customers to win at their customers
Agenda
The New Sales Context...
...Requires a New Approach: The SAP Cloud for Customer Solution
The Integrated Cloud for Sales Solution
Demo-time!
Let’s Recap The Key Benefits
How to Implement?
So What’s in it for You?
The next steps in SAP Cloud for Sales
37