1100-1130 karla hirtescu how to streamline your sales team; make every rep a hero!
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28 May 2014 – Dubai, United Arab Emirates
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How to Streamline Your Sales Team; Make
Every Rep a Hero!
Karla Hirtescu- CRM Lead
Public
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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.
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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
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© 2014 SAP AG or an SAP affiliate company. All rights reserved. 5 Public
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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
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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
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© 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
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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
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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
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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
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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.
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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.
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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
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© 2014 SAP AG or an SAP affiliate company. All rights reserved. 15 Public
SAP CLOUD FOR CUSTOMER MORE BEAUTIFUL THAN HANA
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© 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
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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
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© 2014 SAP AG or an SAP affiliate company. All rights reserved.
Thank you
Karla Hirtescu
+971.56.177.6618