© 2011 SAP AG. All rights reserved. 1

Gavin Davison Customer Engagement Management, EMEA

SAP Innovation Forum

March 11th 2014 | London

SAP Customer Engagement A conversation

Digitally Connected

79% of customers spend at least 50% of total shopping time researching products online

EMPOWERED CUSTOMERS ARE

Socially Networked

53% of customers abandoned an in-store purchase due to negative online sentiment.

Better Informed

59% of customers are willing to try a new brand to get better customer service.

COMPANIES ARE STRUGGLING TO BREAKTHROUGH & ENGAGE THEIR CUSTOMERS.

2.4 BILLION brand-related conversions happen online everyday.

THIS CHANGES THE RULES FOR MARKETERS

SOURCE – KELLER FAY GROUP

57% of the buying process is completed

before a first interaction with sales.

SOURCE – CUSTOMER EXECUTIVE BOARD

IT CREATES A NEW KIND OF

THINKING AROUND SALES

86% of customers are willing to

pay more for a better

customer experience

SOURCE – AMERICAN EXPRESS GLOBAL CUSTOMER BAROMETER

AND RAISES THE STAKES FOR CUSTOMER

SERVICE

OLD CRM RECIPES NO LONGER WORK

WELCOME TO THE AGE OF CUSTOMER ENGAGEMENT 1st Generation CRM

Front Office

EFFICIENCY

ST

RA

TE

GIC

T

AC

TIC

AL

2nd Generation CRM Customer Engagement

INTERNAL FOCUS

Front Office

EFFECTIVENESS

Customer

EXPERIENCE

MARKET FOCUS

CUSTOMER ENGAGEMENT

FOCUS ON 1:1

Inside - Out Inside - Out Outside - In

WEB MOBILE EMAIL CALL CENTER

MARKET PLACE

INTERNET OF THINGS

CONTACT CENTER

POS MARKETING CHANNELS

DIGITAL GOODS

SOCIAL

INDUSTRIES

MARKETING SALES SERVICE SOCIAL COMMERCE

PREDICTIVE ANALYTICS

HANA AS A PLATFORM

SAP CLOUD FOR CUSTOMER ENGAGEMENT: PRODUCT PORFOLIO OVERVIEW

© 2011 SAP AG. All rights reserved. 9

Bringing it to life!

Krissy Espindola Director, Knowledge Management & Social Customer Support

Looking at our results with social engagement, the ROI is tremendous. We are getting a 94% resolution rate as compared to our usual 11-12%. We are seeing tremendous ROI servicing our customers on social using these tools.

“

”

Objective Take on larger rivals by providing a delightful social media experience

Solution SAP Social Media Analytics by NetBase SAP Cloud for Social Engagement

Benefits Meet increasing demand for social media interaction without scaling team. Reduced churn. More cost-effective customer acquisition with marketing messages based on social buzz.

AT A GLANCE

Objective Equip sales teams to engage with new customers and penetrate new markets while managing increasing customer and buying process complexity.

Solution SAP Cloud for Sales Retail Execution

Benefits More effective activity planning and visit execution with the ability to take orders and execute trials on the spot. Better lead,

account, and pipeline management.

AT A GLANCE

Jean-Marc Duvoisin CEO, Nestlé Nespresso SA

Nespresso maintains a direct dialogue with our consumers and Club Members. Worldwide they interact with us through an array of consumer contact points. SAP Cloud for Sales allows us to focus on delivering the ultimate coffee experience to our consumers.

“

”

© 2011 SAP AG. All rights reserved. 12

“…and what is refreshing is to see the

SAP CRM messaging emerging with

both feet on the ground around

customer engagement. They are

finally getting their act together on the

messaging after years of continuous

transition – a harbinger of good things.”

“[SAP] has the best field service

application I’ve ever seen –

especially for the field service

technician. Aside from the standard

scheduling/routing apps, this

application has an [innovative and

useful] visualization engine.”

“SAP Cloud for Sales, by being a smart

second-mover, has jumped over first-

generation SaaS sales solutions, such

as Salesforce.com and NetSuite,

precisely because SAP originally

designed and built Cloud for Sales with

social, mobile, and analytics in mind.” –

Evan Quinn, EMA Research, January 2014

“SAP Cloud for Sales delivers on these new

key areas (social, mobile, predictive) to take

sales effectiveness to the next level and

equip sales organizations with the tools they

need to engage today’s empowered

customers.”

Barry Trailer, CSO Insights, January 2014

“Our interviews with four existing

customers and subsequent financial

analysis found that a composite

organization based on these

companies experienced risk adjusted

ROI of 655% and benefits in net

present value totaling $2,099,780”,

Forrester TEI Study, February 2014

Analyst and Influencer Reaction

Paul Greenberg,

ZDNet, Feb 2014