Download - Digital Transformation: Thinking Beyond CRM
DIGITAL TRANSFORMATIONTHINKING BEYOND CRMDr. Volker G. HildebrandGlobal Vice President, Customer Engagement and Commerce, SAP Hybris
CUSTOMERS ARE CHANGING THE RULES.
TECHNOLOGY IS
CHANGING THE GAME.
DIGITAL TRANSFORMATIONIS DISRUPTING YOUR BUSINESS
“Amazon: Now it’s disrupting a heck of a lot more than bookstores”
SF Chronicle, March 13, 2016
“Under Armour: Silicon Valley’s Latest Threat”
Forbes / Tech, September 13, 2015
FACTS – NOT FICTION
“Rogue T-Mobile Relishing Role as Wireless Disruptor”
Bloomberg, January 8, 2016
“Uber – The future of new business is disrupting old business”
Washington Post, April 4, 2014
Q: SO, WHO IS THISDISRUPTOR?
A: IT’S THE CUSTOMER
CUSTOMERS CAN RECOGNIZE A STUPID INEFFICIENT SYSTEM WHEN THEY SEE IT
Kevin Harrington, Forbes 2014
COMPANIES DON’T UPEND MARKETS – CUSTOMERS DO
THEY CARRY THE POWER OF THE INTERNET IN THEIR POCKETS WHEREVER THEY GO
IF YOU ARE FIGHTING ALONE YOU HAVE NO CHANCE OF SUCCESS
YOU NEED TO ENLIST CUSTOMERS TO HELP YOU CHANGE THE GAME
Kevin Harrington, Forbes 2014
THE REAL LESSON FROM UBER
Reliability
Real-time Convenience
IT’S ALL ABOUT THE CUSTOMER EXPERIENCE
Relevance
74% of executives believe that digital transformation is about improving value for customers
Global Center for Digital Transformation – IMD and Cisco Initiative
2 out of 3 companies believe that their CRM system does not support their future needs for customer engagement
Global Center for Digital Transformation – IMD and Cisco Initiative
61%
IT’S TIME TO MOVE BEYOND CRM…
ENGAGE WITH YOUR CUSTOMERWHEN AND WHERE IT MATTERS
Support customers even before they buy Blend commerce with online communities
BEYOND COMMERCE
SHOPPING EXPERIENCE MATTERS – ONLINE & OFFLINE
PERSONALIZATION IS KEY
DELIVER ON YOUR PROMISES
Source : Industrial Internet: Pushing Boundaries of Minds and Machines
Contribution to the global GDP by the shift to digital channels over the next fifteen years
$15 Trillion
BEYOND SERVICE
CUSTOMER SUPPORT BEFORE, DURING AND AFTER PURCHASE
GOING DIGITAL: BLENDING UN-ASSISTED WITH ASSISTED SERVICE
FLAWLESS FIELD SERVICE
Source : Forrester 2016
Abandon purchase if they can’t find quick answer to their questions
53%
BEYOND MARKETING
ONE-TO-ONE MARKETING AT SCALE
CONTEXT IS KEY
DATA IS THE FUEL
Source : “The Contextual Marketing Imperative”, Forrester Oct 2015
Of marketers prioritize customer experience through personalization
91%
Source: Forrester 2015
BEYOND SALES
SMART ENGAGEMENTS- ANYTIME, ANYWHERE
OMNICHANNEL SELLING
SALES EFFECTIVENESS: MORE TIME TO SELL
Over 1 million fewer B2B sales reps will be employed in 2020 as compared to today.
Communities
Sales PeopleSocial
Service & Support
The New Omnichannel Customer Journey
Marketing
Commerce
Billing & Payment
Deliver on your promise
IT’S SIMPLE: ENGAGE YOUR CUSTOMERS
LIKE NEVER BEFORE
Service
Commerce
SalesMarketing
SAP HYBRIS CUSTOMER ENGAGEMENT SOLUTIONS