1100-1130 karla hirtescu how to streamline your sales team; make every rep a hero!
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TRANSCRIPT
28 May 2014 – Dubai, United Arab Emirates
How to Streamline Your Sales Team; Make
Every Rep a Hero!
Karla Hirtescu- CRM Lead
Public
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.
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
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 5 Public
OLD CRM RECIPES NO LONGER WORK
WELCOME TO THE AGE OF CUSTOMER ENGAGEMENT TO BE IN THE
GAME
Front Office
EFFICIENCY
ST
RA
TE
GIC
T
AC
TIC
AL
TO WIN THE GAME TO CHANGE THE GAME
INTERNAL FOCUS
Front Office
EFFECTIVENESS
Customer
EXPERIENCE
MARKET FOCUS
CUSTOMER ENGAGEMENT
FOCUS ON 1:1
Inside - Out Inside - Out Outside - In
Viral Video
TURN INSIGHT INTO ACTION TO CREATE EXCEPTIONAL EXPERIENCES
• Drive operational excellence
• Empower employees & partners
• Deliver on your promises
EXECUTION
INSIGHT
• Understand customers
• Identify opportunities
• Predict their needs & behavior
EXPERIENCE
Interact with customers 1:1 in the moment when it matters across channels & touch points
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 8 Public
SOCIAL DATA BUSINESS DATA
ACQUISITION
RETENTION
CUSTOMER LIFE CYCLE
AWARENESS TO ADVOCACY
Marketing Activities
Social Networks
CREATE DEMAND
UNDERSTAND THE CUSTOMER
BUILD NETWORK OF ADVOCATES
UNDERSTAND THE EXPERIENCE
WEB MOBILE EMAIL CALL CENTER
MARKET PLACE
INTERNET OF THINGS
CONTACT CENTER
POS MARKETING CHANNELS
DIGITAL GOODS
SOCIAL
INDUSTRIES
MARKETING
SALES SERVICE SOCIAL COMMERC
E
PREDICTIVE ANALYTICS
HANA AS A PLATFORM
SAP CLOUD FOR CUSTOMER ENGAGEMENT: PRODUCT PORFOLIO OVERVIEW
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
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
• RETAIL EXECUTION Transform retail visits to win at the shelf
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.
COMMERCE POWERING THE FUTURE OF CUSTOMER ENGAGEMENT
• B2B COMMERCE Give business customers a multi-channel shopping
experience, increasing revenue and reduce selling cost
• B2C COMMERCE Deliver the state-of-the-art unified shopping experience
that drive high conversion and revenue
OPTIMIZED COMMERCE WITH
hybris is SAP’s strategic Omni-Channel Commerce
solution, multiplying the power of other SAP solutions
and re-defining customer engagement.
SOCIAL 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
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 15 Public
SAP CLOUD FOR CUSTOMER MORE BEAUTIFUL THAN HANA
© 2014 SAP AG or an SAP affiliate company. All rights reserved. 16 Public
SAP Cloud for Customer Powers Leading Brands Across Industries
Manufacturing Retail & Wholesale
High Tech & Telco
Consumer Products &
Life Sciences
Services & Public Sector
Media, Sports, Travel &
Hospitality
17 © 2014 SAP AG or an SAP affiliate company. All rights reserved.
• The right insight at the right time
• Specific to your industry
• Integrated to your enterprise
• With an experience that drives results
SAP CLOUD FOR CUSTOMER ENGAGEMENT FOR:
IT’S TIME TO
ENGAGE CUSTOMERS
LIKE NEVER BEFORE
Service Commerce Sales Social Marketing
© 2014 SAP AG or an SAP affiliate company. All rights reserved.
Thank you
Karla Hirtescu
+971.56.177.6618