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CUSTOMER EXCELLENCE WITH SAP ENTERPRISE INFORMATION MANAGEMENT (xECM)
Johan RaedemaekerDelaware Consulting
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89% Switch brands
What’s your worst customer experience?
86% Pay more
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… by increasing the customer satisfaction through streamlined customer excellence
processes.
Extend the customer lifecyle …
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CONTEXT OF THE CUSTOMER CENTRIC COMMUNICATION
Personalized vs mass communication
Need for unified branding across all channels
More than 20 million customer touchpoints on yearly basis
Financial impact
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WHAT CUSTOMERS OFTEN GET
marketing sales service
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WHAT CUSTOMERS EXPECT
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TWO SIDES OF THE MEDAL
Digital Inside – Digital Outside
perceived
Digital Outside
Digital Inside
satisfaction
expected
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THE CONNECTION
Digital Inside – Digital Outside
A ROCK-SOLID ENVIRONMENT WITH ALL THE OPPORTUNITIES YOU NEED TO TAKE CAREER FORWARD
A ROCK-SOLID ENVIRONMENT WITH ALL THE OPPORTUNITIES YOU NEED TO TAKE CAREER FORWARD
A ROCK-SOLID ENVIRONMENT WITH ALL THE OPPORTUNITIES YOU NEED TO TAKE CAREER FORWARD
1. Learn
2. Buy
3. Get 4. Use
5. Pay
6. MaintainMarketing Support
Distribution
FinanceSales
Service
OUTSIDE
INSIDE
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THE CHALLENGE
Translated to processes
EIM
TECHNOLOGY WORKFORCE
PROCESSES
CUSTOMER
Customer CentricityProcess alignment ensures completeness and integrityTechnology allows automationSmart toolset to the workforce
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OUR SOLUTION
CUSTOMER INFORMATION MANAGEMENT
INTEGRATION TOTAL CUSTOMER INTELLIGENCE
CCM CRM
EIM
ERP
CRMCRM
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WHAT DOES THIS MEAN?› Setup a centralized CCM engine› Standardize the outbound templates
› Define & Implement the output channels
› Set up the EIM platform incl the Customer File Template
› Integrate CCM with ERP & CRM › Automated processes to create, distribute and store
communications› Set up also the inbound flows› Connect the Customer File via CRM / EIM / ERP› Monitor the processes
STANDARDIZE - OMNI-CHANNEL - INBOUND & OUTBOUND - AUTOMATE - COMPLIANCE
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Translated to Processes / Technology and people
AgileConnected Smart
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II - DIGITAL INSIDE
THE JOURNEY TO TOTAL CUSTOMER INTELLIGENCE
I - DIGITAL OUTSIDE
III - INSIGHTS & ANALYTICS
IV - FROM CIM TO EIM
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Excellence completes Experience to get total Satisfaction
Process Technology People
Build a complete, digital and actionable knowledge system including analytics
Automated Processes Smart Enterprise Competitive advantage
SOME TAKE-AWAYS
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CONTACT
https://be.linkedin.com/in/johanraedemaeker
@raedemaekerj
+32 (0) 475 69 41 10