sales and marketing engage customers like never before
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Executive Overview
© 2014 SAP AG or an SAP affiliate company. All rights reserved.
Sales, Service, and Marketing
Engage Customers Like Never Before
ExecutiveSummary
SAP Solutions SAP Innovations References Contact Us
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Engaging the Empowered CustomerTechnology has changed the dynamics of customer relationships. People today aremore informed and empowered than ever before. They’re digitally connected and
offer opinions freely using social media. They live in the moment and update theirrelationship status, interact with friends, and share their likes and dislikes in realtime. Companies today need to adapt to this new reality to engage customers andsucceed.
With greater consumer power come higher expectations. Customers want products andexperiences that enrich their lives. They expect convenience. Interactions need to be simpleand quick, when and where customers want them, using their preferred form of contact andcommunication device. Customers also want every interaction to be relevant and personalized totheir particular needs. They want their problems resolved in real time. What’s more, they want
high-quality products and exceptional service that provide immediate impact and deliver on thebrand promise.
These expectations translate into a new set of rules for marketing, sales, and customer serviceorganizations. Marketers are no longer in control of the brand conversation and must find newways to influence buying behaviors. Salespeople are not involved in consumer purchase decisionsuntil late in the buying process. To win more business, salespeople need to find ways to becomerelevant earlier in the customer’s journey. Customer service representatives are no longer behind
the scenes. Their actions are highly visible to the public eye. To maintain a positive brand identity,service representatives must go above and beyond to ensure customer satisfaction.
Executive
Summary
SAP Solutions SAP Innovations References Contact Us
Customer Engagement
Market Situation
SAP Innovations
Business Priorities
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Align business practices to engage customers and earn loyalty.
Fast, Responsive, and Dedicated
In the age of the digital customer, competitive advantage depends on an ability to react quickly tocustomer expectations and market insight – and execute at the speed of thought. The key tosuccess is engaging customers throughout the entire consumer lifecycle and consistently creating
exceptional experiences.
An Outside-In Orientation
Companies must adopt a new approach to managing customer relationships. They need to retirethe traditional “inside-out” perspective that focuses on short-term fixes like generating leads, hiringmore salespeople, or shortening call time. Instead, companies need to shift to an outside-inorientation, which recognizes that customers are in charge of the relationship.
Rewards of Customer Engagement
Today’s most successful companies place a premium on one-to-one customer engagement
throughout the entire consumer lifecycle. Their customers willingly become advocates, recruitingnew customers by sharing stories of great experiences while competitors struggle to get attention.
Making Connections and Creating Advocates
Create experiences that exceed customer expectations to win customers and drivesales. Engaged customers become loyal advocates – and offer the best potentialfor growth.
Best-Run Customer
Customer Engagement
Market Situation
SAP Innovations
Business Priorities
Executive
Summary
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Best-run companies closely align their business practices with customerpurchasing preferences – from first awareness to brand advocacy. They lookacross marketing, sales, and service to establish a seamless customer experienceand remove the boundaries to sales and service. They put systems in place to gaininsight that enables them to focus on the following key business priorities – andsucceed.
Business Priorities for Best-Run Companies
Understanding the value drivers for each of these business priorities is key toexecuting as a best-run sales, marketing, and customer service organization.
Strategic Marketing
Strategic Selling
Customer Service Excellence
Omnichannel Commerce
Customer Engagement
Market Situation
SAP Innovations
Business Priorities
Executive
Summary
SAP Solutions SAP Innovations References Contact Us
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SAP InnovationsTechnology has shaped the way people live, work, socialize, and function on a day-to-day basis. It is also the catalyst to rewriting the code on how companies connectwith customers in this new reality. SAP is helping companies capitalize on the latesttechnology innovations to better align insight, experience, and execution acrosscustomer-facing teams – enabling great customer experiences and much strongercustomer engagement.
Leveraging the power of the SAP HANA platform, SAP provides next-generation customerengagement solutions that deliver flexibility and enable real business value. Companies canchoose how they want to combine the latest cloud and mobile innovations in the SAP Cloud forCustomer solution, SAP Jam social software platform, and SAP Precision Marketing solution withmarket-proven applications like SAP Customer Relationship Management (SAP CRM), loyaltymanagement software from SAP, and SAP Business Communications Management software.This hybrid approach provides the flexibility to accelerate growth with the right mix of public cloud,private cloud, and on-premise solutions.
With this flexible approach to technology, companies can now have relevant, intelligentconversations with customers. SAP solutions provide context-relevant interaction, access toenterprise data, predictive analytics, cloud and mobile accessibility, social collaboration, and a newuser experience. Companies can gain multidimensional customer insight and interact across socialplatforms to capture and respond to customer sentiment in real time.
Customer Engagement
Market Situation
SAP Innovations
Business Priorities
Executive
Summary
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Engage with customers like never before across every channel.
Sales, Service, and Marketing Value Map
Strategic Marketing
SAP Solutions
Strategic Selling
Omnichannel Commerce
Customer Service Excellence
ExecutiveSummary
SAP Solutions SAP Innovations References Contact Us
Strategic Marketing
Data-Driven Marketing
Agile Marketing
Engaging CustomerExperiences
Customer Service Excellence
Multichannel ServiceExcellence
Streamlined Service Processand Operations
Service-Driven Topline Growth
Strategic Selling
Sales PerformanceManagement
Collaborative Sales Force Automation
Collaborative Quote to Cash
Selling Through ContactCenters
Omnichannel Commerce B2B Commerce B2C Commerce
Billing and Revenue
Innovation Management
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The converging trends of today’s business realities
present challenges to marketers. Empowered customers;the shift to digital, interactive channels; and the explosionof data are driving many marketing organizations to seekinnovative technology solutions to overcome thesechallenges.
Strategic Marketing
Empowered Customers
The digital world has empowered customers,enabling unprecedented access to information.The traditional “four Ps” of marketing – price,product, promotion, and placement – are totallytransparent to them. Through social networking,compliments and criticisms can spread around
the world in minutes. And with a few clicks,customers can see opinions and information thatinfluence their purchasing decisions.
Interaction Channels Are Blurring
At the same time, the channels that people useto interact have exploded. Less than 20 yearsago, face-to-face contact with a salespersonwas the norm. Not anymore.
Customers now expect to interact through awide range of media including call centers,Web sites, mobile, and social media withoutboundaries, leveraging multiple interactivechannels along their buying journey. It’s now
common for customers to research items onlineand check social media sites before making apurchase through another channel such as the
call center or point of sale.
Big Opportunities in Big Data
This shift to interactive digital channels iscreating an explosion of data for organizations.Innovative marketers will find ways to harvestthe insights from Big Data to create competitiveadvantages.
Only 17%Of organizations are ableto use a 360-degree viewof customers to optimizeinteractions throughmarketing tactics
Source: SAP PerformanceBenchmarking
Priorities
Strategic Marketing
SAP Solutions
SAP Solutions
ExecutiveSummary
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Benefits
Unified, 360-degree customer view
Clearer understanding of the market
Better prediction of customer actions
Improved conversion rate
More customer advocates
Accelerated time to market
Strategic MarketingSuccessfully engage with target audiences like never before.
SAP software empowers marketers to be data driven and achieve unprecedentedcustomer insights and greater marketing speed and agility. The software enablescompanies to orchestrate seamless customer experiences across touch pointsthroughout the buyer’s journey to build lasting loyalty.
Only 12%Of organizations have anadvanced ability to usemanagement dashboardsto gain full visibility intomarketing planning andbudgeting
Source: SAP PerformanceBenchmarking
Data-DrivenMarketing
Capitalize on data-driven insights and make intelligent business decisions to
maximize ROI.
Agile Marketing
Market with speed and precision, and convert market opportunities before they
disappear.
EngagingCustomerExperiences
Deliver engaging customer experiences seamlessly across multiple interaction
channels.
Priorities
Strategic Marketing
SAP Solutions
SAP Solutions
ExecutiveSummary
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Customers are in the driver’s seat, independently
navigating the buying journey that suits their purchasingpreferences. To take part in this journey, companies needto earn the trust and win the hearts and minds of theircustomers. They need to deliver new value and engagecustomers on their terms.
Strategic Selling
Customers may have power, information, andoptions, but they’re not beyond influence. Lack
of compelling business justification and toomany options can lead to buyer paralysis. Byhelping customers commit to change andnarrow the field, companies can not only guidethem toward the right buying decision but alsoearn their trust. And they’ll move more deals
from "no decision" to "closed and won."
So how can companies engage customers withthis kind of guidance? By having a solidunderstanding of what's important tocustomers, companies are in a better positionto offer the right products and services at theright time.
Companies also need to know what customersare saying about the business – to their peers,to other buyers, and on social networks.Predictive and social media sentiment analyseshelp companies take the customers’ pulse to
reveal what customers want. Companies canthen recommend solutions that satisfy unmetneeds, in some cases even before customers
become aware that those needs exist.
The resulting insights put companies in positionto pitch personalized offers and promotions – engaging earlier in the conversation andinfluencing decisions.
11%Higher sales achievementfor organizations whereselling is facilitated throughcollaboration, communication,and management ofopportunity details
Source: SAP PerformanceBenchmarking
Priorities
Strategic Selling
SAP Solutions
SAP Solutions
ExecutiveSummary
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Benefits
Reduced sales cycle
Better win rate
Increased sales forecast accuracy
Improved customer retention
Increased order accuracy
Enhanced buying experience
Strategic SellingSAP solutions empower the strategic seller to engage customers like never beforeand deliver value throughout the buying journey. With a consumerized userexperience, the right insight, and better execution, sales reps can close more dealsand create customer advocates.
17%More field sales executivesachieve their quota inorganizations where the salespipeline is optimized, ensuringthat cross and add-onopportunities are proactivelypursued
Source: SAP PerformanceBenchmarking
Priorities
Strategic Selling
SAP Solutions
SAP Solutions
Sales Performance
Management
Turn sales strategy into action to engage customers like never before, drive
revenue, and exceed goals and objectives.
Collaborative SalesForce Automation
Make every sales interaction count by connecting sellers and customers with theright content, insights, and experts at every stage of the deal.
CollaborativeQuote to Cash
Collaborate on customer needs and deliver on those needs at a stated price andtime, enabling a perfect order experience every time.
Selling ThroughContact Centers
Make real-time offers based on smart recommendations to increase cross-sell andup-sell, drive revenue, and improve customer satisfaction.
Billing andRevenueInnovationManagement
Monetize service-based businesses with flexible pricing and enhanced cashcollection.
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Customers have access to more buying options thanever, which means companies must work hard toconsistently exceed client expectations to earn theirbusiness. From delivering service over multiple channelsto building loyalty through proactive interaction, customersatisfaction is the sure path to success.
Customer Service Excellence
Today’s customers are digitally connected,
socially networked, and better informed.They expect exceptional service at every turn.Providers that miss the mark can find theirshortcomings broadcast by customers acrossfar-reaching social media channels.
Customers expect great service, no matter where
or how they interact with a company. In fact,customers are often willing to spend moremoney with firms that provide excellent service.
It’s not enough to simply sell customers the
latest gadget. Companies need to back up theiroffers with stellar service and delight customers.
Moreover, service processes must be efficientand effective. Companies must find ways tomanage costs and continue to reduce non-value-added activities while boosting productivity.
6%Higher customer satisfactionrate for organizations wheremultiple levels and tiers ofcustomer service agents areused to optimize individualskills and performance
Source: SAP PerformanceBenchmarking
Customer Service
Excellence
SAP Solutions
Priorities
SAP Solutions
ExecutiveSummary
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Benefits
Increased customer satisfaction
Improved service efficiency
Targeted cross- and up-selling
Minimized effort to train agents
Faster answers to common questions
More customer advocates
Customer Service ExcellenceDelight your customers across any channel and drive new revenue.
To exceed the expectations of digitally connected and socially networked customers,companies must understand customers, solve their problems quickly and effectively,and offer added value. Only then can companies win customer loyalty and driveadditional revenue.
Only 26%Of organizations are ableto leverage multichannelcommunication to optimizecustomer contact
Source: SAP PerformanceBenchmarking
MultichannelService Excellence
Provide service reps with an instant, 360-degree view of customers across allchannels, and enable real-time collaboration to solve complex cases.
StreamlinedService Processand Operations
Access a real-time view of operation status, key performance indicators (KPIs), andcustomer feedback for immediate adjustment and corrective action; increaseproductivity of field service technicians through real-time collaboration with mobileconnectivity.
Service-DrivenTopline Growth
Leverage customer service interactions to cross-sell and up-sell; bundle value-added service with products.
Customer Service
Excellence
SAP Solutions
Priorities
SAP Solutions
ExecutiveSummary
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Retail and business customers are more demanding thanever. They expect companies to offer state-of-the-artbuying experiences that are easy, convenient, andrelevant. By adopting an omnichannel approach tocommerce, companies can create experiences that drivebuying decisions and maximize revenue.
Omnichannel Commerce
An omnichannel approach prompts companiesto enhance the total customer experience.It focuses on engaging customers across alltouch points, traditional and digital included,to create a consistent experience that drivessales.
In the context of business-to-consumer sales,
companies must adopt a customer-centricapproach that caters to the ever-changingmode of shopping and purchasing. Softwarethat supports e-commerce must enable best-in-class search and navigation, advancedpersonalization, recommendation andpromotion capabilities, rating and reviews,linkage to popular social networks, and built-incustomer service.
For business-to-business sales, the require-ments are similar. However, selling tobusinesses requires additional functionalitysuch as advanced personalization,comprehensive order management, andcustomer-specific catalog and pricing. Thesoftware platform must also integrate easilyto customer relationship management and
enterprise software for related processes.
By embracing an omnichannel approach tocommerce and delivering the experiencesexpected by today’s hyperconnected customers,companies can maximize conversion rates anddrive revenue.
Priorities
Omnichannel Commerce
SAP Solutions
SAP Solutions
ExecutiveSummary
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Benefits
Maximized conversions and revenue
Unified multichannel experiences
Cohesive commerce processes
Increased average order value
Reduced selling cost
Lower total cost of ownership
Omnichannel CommerceDrive conversion and revenue with multichannel customer experiences.
In business-to-business (B2B) and business-to-consumer (B2C) commerce, the keyto success lies in the ability to deliver seamless and relevant buying experiences.Omnichannel commerce enables companies to satisfy always-on consumers andmeet the demands of businesses.
B2B CommerceThe SAP hybris B2B Commerce solution helps B2B companies give businesscustomers a multichannel shopping experience to drive revenue and reduceselling cost.
B2C CommerceThe SAP hybris B2C Commerce solution helps B2C organizations deliver state-of-the-art unified shopping experiences that drive high conversion and revenue.
Priorities
Omnichannel Commerce
SAP Solutions
SAP Solutions
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Applications
Successfully engage customers like never before with SAP Business Suite software powered bySAP HANA.
SAP HANA
Leverage a new class of analytics and applications that help transform business, improveperformance, and enable real-time analytics and planning with the SAP HANA platform.
Mobile
Deploy ready-to-use mobile apps from SAP, engage the SAP Services organization to developcustom apps, or build apps in-house on the SAP platform to engage increasingly mobile customers.
Analytics
Enable real-time insights using trustworthy data. Drive fast, informed decisions with support formobile platforms, predictive modeling, and advanced visualizations.
Cloud
Quickly deploy powerful and flexible solutions to monitor social media conversations, engagecustomers, and collaborate with peers to improve sales effectiveness.
SAP continually invests in new technologies that helpcompanies transform operations and stay ahead of thecompetition. With flexible deployment options, companiescan start small and think big by adopting these technologiesin the manner that’s most convenient – in the cloud, onpremise, or via a hybrid model.
SAP Innovations
38%Higher capability to view,aggregate, and segment datafor organizations that areusing information to managebusiness processes andidentify strategic andcompetitive advantages
Source: SAP PerformanceBenchmarking
Applications
SAP Innovations
The SAP HANA Platform
Mobile
Analytics
Cloud
ExecutiveSummary
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Strategic Marketing
SAP applications help companies capitalize on data-driven insights to engage target audiencesmore effectively by creating personalized buying experiences and deploying marketing tactics withspeed and precision.
Strategic Selling
With SAP software, sales teams gain improved visibility to help drive sales effectiveness. Withdeeper customer insight and our industry-specific functionality tailored to your specific sellingmotion, sales teams can target the right customers and effectively orchestrate the complete buying journey to close more deals faster – anytime, anywhere.
Customer Service Excellence
SAP solutions enable companies to streamline service operations. By effectively managinginteractions regardless of the method of contact, companies can solve customer issues faster andbetter ‒ and drive service profitability.
SAP Business Suite powered by SAP HANA enablesorganizations to successfully engage customers to drivedemand and growth. Companies can engage with targetaudiences to maximize profitability, increase saleseffectiveness, and improve customer loyalty by providingexcellent customer experiences.
Applications
Applications
SAP Innovations
The SAP HANA Platform
Mobile
Analytics
Cloud
ExecutiveSummary
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Strategic Marketing
SAP HANA empowers innovative marketers to leverage hidden customer and market insights. Byharvesting these insights, marketers can put effective strategies in place to become leaders in theirindustries.
Strategic Selling
Real-time customer analytics uncover what customers care about most to empower sales teams.By quickly analyzing data across order, shipment, and point-of-sale processes as well as loyalty,social media, and syndicated data, sales teams can deploy tactics that align value propositionswith target audiences and identify cross-sell and up-sell opportunities.
Customer Service Excellence
With quick access to Big Data, service reps have all the customer information needed to improveservice quality. In-memory computing can also help reps quickly find solutions to solve customers’
problems and exceed their expectations.
SAP HANA is a game-changing, in-memory computingplatform that helps companies establish a next-generationtechnology stack and run real-time analytics. They canconsolidate the IT landscape and build a competitiveadvantage by running applications and leveragingadvanced analytics in real time on a single data platform.
The SAP HANA Platform
53%Of organizations report alarge gap between theavailability of Big Data andtheir ability to analyze it forinsights
Source: SAP PerformanceBenchmarking
Applications
SAP Innovations
The SAP HANA Platform
Mobile
Analytics
Cloud
ExecutiveSummary
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Strategic Marketing
Location-based mobile marketing enables companies to deliver highly personalized shoppingexperiences. Influencing consumer behavior at the point of purchase is essential to improve offerconversion rates and increase basket sizes.
Strategic Selling
Enable sales professionals to engage customers throughout the buying cycle ‒ anytime,
anywhere. By connecting with customers early in the buying cycle and having the tools to close asale on a mobile device, on-the-go sales reps can accelerate sales while delivering a great buyingexperience.
Customer Service Excellence
With real-time access to relevant information and solutions, field engineers can realizeunprecedented productivity. And service managers can stay fully connected while on the road withintuitive mobile apps.
Mobile solutions from SAP can fundamentally change theway companies do business. Deploy packagedapplications from SAP, work with the mobile team fromSAP to develop industry-leading apps, or use the mobileplatform to develop unique apps and enable a higher levelof customer engagement.
Mobile
40%Higher employee productivitywhen companies providemobile access to employeesacross all levels
Source: SAP PerformanceBenchmarking
Applications
SAP Innovations
The SAP HANA Platform
Mobile
Analytics
Cloud
ExecutiveSummary
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Strategic Marketing
Marketers with the right analytic tools can unlock the minds of their customers. Leverage advancedanalytics to uncover hidden market trends and true customer sentiments. Use these insights todrive marketing efforts, delight customers, and exceed expectations.
Strategic Selling
Keep up-to-the-minute tabs on business, identify what successful reps do, and find areas forperformance improvement with built-in dashboards and analytics. Harness the power of customervalue intelligence and what-if analysis to determine where sales reps should focus their efforts tomake their numbers every time.
Customer Service Excellence
Best-run organizations leverage a wide range of data sources to differentiate services andgenerate new revenue. Likewise, Big Data from the Web can help reps gain insight into hot topicsand customer concerns.
Empower every decision maker in the company withrelevant insights, drive alignment across the value chain,and adapt to constant market changes. Harness theopportunity of Big Data and the power of mobiletechnology with solutions that enable a personal, trusted,interactive view of the business.
Analytics
21%Higher business satisfactionrating for organizations thatuse IT to enable strategic andcompetitive advantages
Source: SAP PerformanceBenchmarking
Applications
SAP Innovations
The SAP HANA Platform
Mobile
Analytics
Cloud
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Strategic Marketing
Cloud-based offerings enable marketers to better understand the market sentiments aroundbrands, products, and their organization. Improve team collaboration for optimal decision making ina timely manner.
Strategic Selling
Provide sales teams with social, mobile, insightful cloud solutions that are intuitive to use and helpthem sell more effectively. Tap into existing business processes and customer information withprebuilt connectivity to back-office systems that helps you answer customer questions on the spotand orchestrate the complete buying process from lead to cash.
Customer Service Excellence
Cloud solutions from SAP provide companies with more ways to engage customers includingsocial media channels and Web self-service. Support agents can become more productive withintuitive applications built for the 21st century.
SAP offers a wide range of cloud solutions to getcompanies up and running in no time. With simple onlinesteps, companies can sign up and immediately begin toautomate sales, service, and marketing processes. Cloudand on-premise offerings can also be integrated to enablea hybrid model.
Cloud
85%Of companies believe cloudtechnology will have a majorimpact on their organizationthrough efficiencies,innovation, or competitivedifferentiation
Source: SAP PerformanceBenchmarking
Applications
SAP Innovations
The SAP HANA Platform
Mobile
Analytics
Cloud
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SAP customers represent 98% of the top 100 most valued brands in the world.
SAP touches US$16 trillion of consumer purchases around the world.
SAP customers represent 86% of Global Fortune 500 companies.
Best-Run Customers
Coop
Best-Run Customers
LPG
The Entertainer
Prodir
T-Mobile
Nespresso
Chinatrust
Why SAP?
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SAP is constantly co-innovating with industry-leading organizations to buildsolutions that help turn sales, marketing, and service challenges into opportunities.SAP solutions help organizations engage their customers like never before andbuild a competitive differentiation within their industry.
Customer Co-Innovation
Customer Co-Innovation PartnersSAP provides partners with a portfolio of co-innovation services to facilitate a fast time to market. A cloud-based infrastructure platform enables co-innovative project design as well as IT resourcesto fully provision SAP software landscapes and key partner components. Customers benefit fromstate-of-the art data centers, hands-on experience, and solutions that feature market-leading,enterprise-class components built to perform effectively in SAP software landscapes.
Customer Advisory Council
SAP regularly sponsors meetings, workshops, and business events for marketing, sales, andservice executives. The purpose is to gather together around a common business topic to share
best practices, learn from peers and experts, and network with one another.
Coop
Best-Run Customers
LPG
The Entertainer
Prodir
T-Mobile
Nespresso
Chinatrust
Why SAP?
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“We were able to increase our revenues from coop@home by 22% – particularly thanks to our e-commerce platform in place. We will try tooptimize our efficiency. So far, we have made some valuable progress.”
August Harder, CIO, Coop Group
Basel-based Coop Group is a Swiss cooperative with 2.5 million
members, dedicated to selling food and nonfood products
through different retail channels. With its 75,000 employees and
1,800 points of sale in its home market, Coop is the biggest
retailer in Switzerland, with a market share of 23%.
Coop Group wanted to take up a leading position in the Swiss onlinefood retail market. It launched coop@home – a full-range supermarket
accessible through the Internet and mobile devices such as iPhones. Coopraised revenues for coop@home by 22%.
Key Benefits
Noticeable increase in customer satisfaction
Flexibility to extend coop@home with more and differing products andservices
Orders managed without manual processing and unnecessaryintermediate steps
Ability to make coop@home accessible through Web services from latestmobile devices such as iPad
22%Increase incoop@homerevenues
41%Increase in averagepurchase value
19,000Regular iPhoneusers of
coop@home
Coop
Best-Run Customers
LPG
The Entertainer
Prodir
T-Mobile
Nespresso
Chinatrust
Why SAP?
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“SAP CRM provides all the necessary functionality and is tightly
integrated with SAP ERP. This integration means real-time exchange ofvital information that our top management needs to make decisions, ourmarketing experts need to optimize campaigns, and our sales forceneeds to close business and keep customers satisfied. SAP CRM is farand away the most cost-effective and powerful solution we examined.”
Phillippe Angotta, Manager, CRM, LPG Systems S.A.
LPG Systems S.A. provides rolling massage machines that
beauty and healthcare professionals use to reduce cellulite
and provide body contouring.
LPG knew its revolutionary technology had the potential to spur exponen-tial growth, but it also knew that the business applications it had in placewould stand in the way. Business processes were manual, and keyinformation that the company’s leaders needed to support their growth
strategy was slow to be delivered.
Key Benefits
Improved understanding of customers
Streamlined business processes
Increased the quality, reliability, and consistency of information
Improved internal information sharing via dashboards for betterdecision making
Enabled more targeted marketing and sales campaigns
20%Decrease inmarketing andcommunicationexpense
5%Reduction in costper campaign
Coop
Best-Run Customers
LPG
The Entertainer
Prodir
T-Mobile
Nespresso
Chinatrust
Why SAP?
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“This project allowed Prodir to manage a huge customer database to
increase market knowledge, marketing activity effectiveness, and salesprocess efficiency. The result? More customer fidelity.”
Sonia Martinello, Organization and Purchasing Manager, Prodir S.A.
Since the 1970s, Prodir S.A. has been a leader in the
production of high-quality writing instruments for use
in corporate advertising.
By implementing sales and marketing functions in the SAP CustomerRelationship Management application, the firm has improved itseffectiveness in managing order processes in international marketsand its knowledge of customers and markets.
Key Benefits
Deep, centralized knowledge of customers, markets, andsegmentation
Streamlined order management process with configuration andapproval
Direct online sharing of new product configurations company-wide
Better measurement of marketing campaign effectiveness
60%Improvement innumber of managedmarketingcampaigns
40%Reduction in errorsduring the process
50%Reduction in ordermanagementprocess time
Coop
Best-Run Customers
LPG
The Entertainer
Prodir
T-Mobile
Nespresso
Chinatrust
Why SAP?
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“The customization and extensibility of the hybris platform were major
contributing factors in enabling us to develop our order-fulfilment servicesthat really set us apart, specifically the 30-minute click-and-collect and 90-minute delivery services.”
Duncan Grant, Multichannel Director, The Entertainer
The Entertainer is the largest UK independent toy retailer, with
85 stores across England and Wales, a successful online
brand (thetoyshop.com), and partnership with seven external
channels (including Amazon and eBay).
The Entertainer decided to join forces with hybris (an SAP company) todevelop a multichannel platform that would provide a single view ofinventory (in-store and online) to support a 30-minute “click-and-collect”
service and a 90-minute home delivery service.
Key Benefits
Delivered a unique omnichannel shopping experience, including abilityfor customers to track their orders online and access product inventoryas they shop
Increased site visits, visit durations, and conversion
Increased efficiency in managing product content and attributes
Enabled 30-minute click-and-collect and 90-minute home deliveryorder-fulfillment services
Integrated fully with online selling partners
32%Increase in onlinesales
19%Increase in visitduration
8.6%Increase in numberof visits
Coop
Best-Run Customers
LPG
The Entertainer
Prodir
T-Mobile
Nespresso
Chinatrust
Why SAP?
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“Our ROI in dollars is definitively in the millions. Depending on thescale of your operation and your programs, the ROI is at least10 million dollars in opportunity.”
Krissy Espindola, Director Knowledge Management and Support,T-Mobile USA Inc.
T-Mobile USA Inc. provides wireless voice, messaging, and
data services in the United States. It serves approximately
33.4 million mobile customers. T- Mobile USA is a subsidiary
of Deutsche Telekom AG.
The market for mobile service providers is highly competitive. Theirobjective is to take on larger rivals by providing a delightful social mediaexperience. Using the SAP Cloud for Social Engagement solution and
SAP Social Media Analytics application by NetBase, T-Mobile hasincreased the productivity of its social media team by 27% and providesreporting four times faster than it could with the competitive solution itused before.
Key Benefits
Met increasing demand for its social media customer service channelwithout scaling its team
Reduced churn
Increased call deflection
94%Resolution rate ofcustomerinteractions throughsocial media
27%Increasedproductivity
Coop
Best-Run Customers
LPG
The Entertainer
Prodir
T-Mobile
Nespresso
Chinatrust
Why SAP?
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“Now we can focus on employee management and development. With
SAP Business Communications Management and SAP CRM in place,we not only understand our customers better, we also add value to ouremployees.”
Joy Bitoy, Head, Customer Care Department, Chinatrust (Philippines)Commercial Bank Corporation
Chinatrust (Philippines) Commercial Bank Corporation, a
subsidiary of Chinatrust Commercial Bank, wanted to get an
edge in the very competitive personal loan market by gaining
insight into customers’ needs so as to acquire and retain
customers more effectively.
Chinatrust has leveraged SAP CRM and SAP Business CommunicationsManagement to achieve significant revenue growth in this market, along
with excellent customer service.
Key Benefits
Gained the ability to monitor the quality of outbound sales calls andthe transaction history
Increased cross-selling with better customer segmentation
Enabled a significant increase in outbound calls without increasing thenumber of FTEs in the contact center
23%Increase in contactcenter productivity
2%Drop callabandoned rate,down from 60%
10%Revenue increasewithout additionalcontact centerheadcount
Coop
Best-Run Customers
LPG
The Entertainer
Prodir
T-Mobile
Nespresso
Chinatrust
Why SAP?
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“Nespresso maintains a direct dialogue with our consumers and Club
Members. Worldwide they interact with us through an array of consumercontact points. SAP Cloud for Sales allows us to focus on delivering theultimate coffee experience to our consumers.”
Jean-Marc Duvoisin, CEO, Nestlé Nespresso SA
The Nespresso story began in 1986 with a simple but
revolutionary idea: anyone should be able to make the perfect
cup of coffee. Since then, Nestlé Nespresso SA has
revolutionized the way millions of people enjoy espresso.
With the SAP Cloud for Sales solution, Nespresso extends this premiumexperience by understanding and engaging consumers.
Key Benefits Help ensure the perfect coffee experience for both consumers and
business customers
Increase penetration into net-new markets
Achieve high sales, user adoption, improved sales productivity, andbusiness visibility
Equip both enterprise and retail sales reps to understand customerneeds, present unique solutions, and execute more effectively
Coop
Best-Run Customers
LPG
The Entertainer
Prodir
T-Mobile
Nespresso
Chinatrust
Why SAP?
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SAP software supports marketing, sales, service, and omnichannel commerceinitiatives to enable continuous customer engagement throughout the customer
journey. The software helps companies achieve contextual real-time insights,interactions, and execution – anywhere and anytime.
State-of-the-Art Customer Engagement Solutions
SAP solutions empower customer-facing organizations with a unified view of the customer andcontextual real-time insights to help enable a seamless customer experience across everyinteraction channel.
Breakthrough Technology Innovations
SAP maintains an ongoing investment in market-leading technologies like in-memory computing(SAP HANA), mobile, advanced analytics, and cloud-based solutions to help companies staycurrent and succeed as market conditions change and evolve.
Proven Solutions Across Industries
SAP has built trusted relationships with thousands of customers across 25 industries for more than40 years. We consistently enhance our offerings to support industry-specific business processesand develop software to support new business models.
Why SAP?
Coop
Best-Run Customers
LPG
The Entertainer
Prodir
T-Mobile
Nespresso
Chinatrust
Why SAP?
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Benchmark Your Performance
Position your organization for dominance in this new economy with the business performancebenchmarking program from SAP – available free to SAP customers and select prospects.The SAP benchmarking program has helped more than 3,000 organizations assess theirstrengths, uncover areas for improvement, and identify best practices and IT strategies that
generate clear, tangible value – not someday, but today.
Go Live in Weeks
Here’s the fastest way to run your business better: our rapid-deployment solutions. In onepackage, you get everything you need to be up and running quickly – including preconfiguredsoftware and implementation services – in just weeks. With a defined scope and predictablecosts, there are no surprises.
Join Your Community of Practices
Every day, SAP Community Network (SCN) changes the way that thousands of SAP users work.It lets members help one another solve problems, learn, and invent new ways to get thingsdone – faster. Find out how to connect with people, content, and resources.
Find Out More About How Your Organization CanBecome Best-Run
Visit valuemanagement.sap.com >>
Visit sap.com/solutions/rds >>
Visit scn.sap.com >>
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Executive Overview
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ExecutiveSummary
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For more information, visit us at:
www.sap.com/crm
Also, check out our community pages at:
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