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Le nuove frontiere del customer engagement
October, 2015
SAPFORUM
Scopri come analizzare le performance di tutte le attività di marketing con un sistema di customer data management all’avanguardia, strumenti di marketing orientati al contesto e processi commerciali uniformati per tutti i tuoi canali.
...
Marketing
Commerce C4C
CUSTOMER ENGAGEMENT AND COMMERCE (CEC) THE ENGAGEMENT SOLUTION
WEB MOBILE IN STORE CONTACT CENTER
DIGITAL MARKETPLACE INTERNET OF THINGS
SOCIAL SMS SEARCH DIGITAL ADS EMAIL PRINT AGENT TOOLS
INDUSTRIES
SALES SERVICE MARKETING COMMERCE
SAP HANA CLOUD PLATFORM
SEAMLESS customer journey across all channels
SINGLE VIEW of the customer
MODULAR and INTEGRATED across sales, service, marketing and commerce
Specific to INDUSTRIES
AGILE and FLEXIBLE: Easy to create customer specific apps
CUSTOMER ENGAGEMENT AND COMMERCE (CEC) THE ENGAGEMENT SOLUTION
WEB MOBILE IN STORE CONTACT CENTER
DIGITAL MARKETPLACE INTERNET OF THINGS
SOCIAL SMS SEARCH DIGITAL ADS EMAIL PRINT AGENT TOOLS
INDUSTRIES
Cloud for SALES
Cloud for SERVICE MARKETING COMMERCE
SAP HANA CLOUD PLATFORM
SEAMLESS customer journey across all channels
SINGLE VIEW of the customer
MODULAR and INTEGRATED across sales, service, marketing and commerce
Specific to INDUSTRIES
AGILE and FLEXIBLE: Easy to create customer specific apps
MARKETING COMMERCE
CUSTOMER ENGAGEMENT AND COMMERCE (CEC) THE ENGAGEMENT SOLUTION
WEB MOBILE IN STORE CONTACT CENTER
DIGITAL MARKETPLACE INTERNET OF THINGS
SOCIAL SMS SEARCH DIGITAL ADS EMAIL PRINT AGENT TOOLS
INDUSTRIES
SAP HANA CLOUD PLATFORM
SEAMLESS customer journey across all channels
SINGLE VIEW of the customer
MODULAR and INTEGRATED across sales, service, marketing and commerce
Specific to INDUSTRIES
AGILE and FLEXIBLE: Easy to create customer specific apps
Cloud for SALES
Cloud for SERVICE
Modern Solution with native collaboration and a HTML5 User Interface Mobile devices supported, Offline scenarios
Sales & Service Solution Easy Lead, Opportunity, Activity Tracking, Visit execution, Groupware integration Multichannel Management, Service Ticketing, Dashboards and Reports
Real-Time Analysis and comprehensive personalizable KPI, reports, and dashboards
Hybrid Approach. Leverage all Cloud advantages like fast innovation, quarterly update etc. without loosing your stable OnPremise system We deliver Industry Edition for the way your business works, for ie Banking, Consumer Products, High Tech, Utilities, …
SAP CLOUD FOR CUSTOMER Sales & Service Highlights
SAP CLOUD FOR CUSTOMER Overview
Sales, Service & Insight • Easy Lead, Opportunity, Activity
Tracking, Visit execution • Competitor Insight, Guided Selling • Sales Quotes and Sales Orders • Service Ticketing • Repair and Work Orders
Groupware Integration • Full-Featured with 2-way Sync • Support for Microsoft Outlook
and Lotus Notes
Account Management & Intelligence • Fast Account & Contact Updates • 360 Customer Intelligence
Integration • Pre-built integration to SAP ERP, SAP CRM,
SAP JAM, InsideView, Xactly and more • Mashups with most other apps
Productivity & Personalization • Flags • Tags • Shelf
Collaboration & Social • Feeds, Followers and @mentions • Internal, Customers, Partners • Deal Sites • Social Selling
• Quick Creates • User-Defined Fields • Workflow
Mobile • Multidevice (smartphone, tablet) access
Real-Time Analytics • Dashboards & forecasting • Configurable custom reports • Account 360 • Mash-ups with SAP BW & B.Objects
SAP CLOUD FOR CUSTOMER People, Roles & Usability
Account, Calendar Agenda
Routes
Notifications
Forecast
Visit
SAP CLOUD FOR CUSTOMER Sales
Lead and Opportunities, Quotations and Orders
Ticketing & Service Orders
Self-Service
Phone
E-mail, chat, SMS
Social
SAP CLOUD FOR CUSTOMER Service
SAP CLOUD FOR CUSTOMER Innovation
SMART WATCH Home Page, Calendar Appointments, Contacts Approvals …
COMMERCE Cloud for SALES
Cloud for SERVICE
CUSTOMER ENGAGEMENT AND COMMERCE (CEC) THE ENGAGEMENT SOLUTION
WEB MOBILE IN STORE CONTACT CENTER
DIGITAL MARKETPLACE INTERNET OF THINGS
SOCIAL SMS SEARCH DIGITAL ADS EMAIL PRINT AGENT TOOLS
INDUSTRIES
SAP HANA CLOUD PLATFORM
SEAMLESS customer journey across all channels
SINGLE VIEW of the customer
MODULAR and INTEGRATED across sales, service, marketing and commerce
Specific to INDUSTRIES
AGILE and FLEXIBLE: Easy to create customer specific apps
MARKETING
Contact Data (Consumer and Customer) Contact Engagement and Sentiment Engagement Follow conversations and understand customer affinities Contact Engagement spans the entire contact lifecycle from new on-boards to reference contacts belonging to prime accounts
Segmentation (Target Group creation) High performance customer segmentation on Big Data Great visualization & exploration tools to slice and dice data on the fly
Marketing Engagement Campaign creation, execution and Analysis
Predictive and Recommendation Product Recommendation Intelligence and Predictive Models Management
hybris Marketing Marketing Highlights
Contact and Sentiment Engagement
Target Group creation
Marketing Engagement
Campaign creation, Execution
Analyze Marketing Initiatives
Predictive and Recommendation
1 2
3
hybris Marketing Digital Marketing Process – Process Framework
4
hybris Marketing Contact Data
Consumer
Customer
1
High performance customer segmentation on Big Data
Great visualization & exploration tools to slice and dice data on the fly
Optimize target groups leveraging predictive analytics
Personalization of messages for any channel
Personas Digital Marketing, Data Analyst Brand and Campaign Manager
hybris Marketing Segmentation 2
hybris Marketing Marketing Engagement
Marketing Orchestration
Marketing Calendar
3
hybris Marketing Marketing Engagement
Campaign Automation
Campaigns
hybris MARKETING Marketing Engagement
Marketing Dashboards
Create, maintain, process, validate, train and publish Predictive Models.
Usability − Simple UI; Overview List; Details on Fact
Sheet − Easily identify and publish the best model fit
Flexibility − Any scoring scenario can be configured − Extensibility is well supported for custom use
cases and data
Performance − High speed performance on big data − Calculation of scores on the fly − Training on integrated Target Groups
Optimization − Optimization of business processes in various
places: Segmentation; Contact Factsheet; Contact/Sentiment Engagement; …
Integration − Many statistical modules integrated (PAL; R;
Infinite Insight) − Runs on HANA Data Views
hybris Marketing Predictive Models & Recommendation Intelligence 4
MARKETING Cloud for SALES
Cloud for SERVICE
CUSTOMER ENGAGEMENT AND COMMERCE (CEC) THE ENGAGEMENT SOLUTION
WEB MOBILE IN STORE CONTACT CENTER
DIGITAL MARKETPLACE INTERNET OF THINGS
SOCIAL SMS SEARCH DIGITAL ADS EMAIL PRINT AGENT TOOLS
INDUSTRIES
SAP HANA CLOUD PLATFORM
SEAMLESS customer journey across all channels
SINGLE VIEW of the customer
MODULAR and INTEGRATED across sales, service, marketing and commerce
Specific to INDUSTRIES
AGILE and FLEXIBLE: Easy to create customer specific apps
COMMERCE
Rich content for marketing & products Rich-media content helps to advertise products on all channels Is the central repository for advisory and sales collaterals
Personalization and recommendation User experience is driven by customer profile Personalized product recommendations
Search Engine Optimization
Fully integrated mobile solution Responsive Design based on HTML 5 Native IOS & Android App SDK
Powerful Master-Data management
Flexible, modern, scalable platform
hybris Commerce Commerce Highlights
Offer optimized experiences across all touch points and channels
Web Mobile e-Mail Live Chat/Call Center Social Media (Twitter, FB)
Omni-Channel Touch Points
Web Content Management • Efficiently administer and publish
content across all channels.
Fully Integrated Platform Open API and flexible architecture Standard out-of-the-box integrations
with hybris Commerce Suite and other SAP applications
Web Analytics Web analytics with pre-built dashboards Anticipate Customer next steps with built-
in predictive analysis Improve insight
Product Content & Catalog Consolidate, manage and
structure product content, information and attributes
• Streamlines catalog and product/service management through well-structured user interface
• Workflow Management • Pricing • yForm Creation
Real-Time Personalization Create unique and relevant contextualized
experiences for each Customer • Target or retarget Customer with relevant
messages, recommendations & next steps
Single Customer View Enriched 360 degree view of the Customer Process both implicit and explicit behaviors for intent
hybris Commerce The Omni-Channel Platform
© 2011 SAP AG. All rights reserved. 25
OMNI-CHANNEL ORDER MANAGEMENT
PRINT INTEGRATION POWERFUL MASTER DATA MANAGEMENT
CUSTOMER SERVICE FULLY INTEGRATED MOBILE SOLUTION
CONNECT THE STORE
OMNI-CHANNEL TOUCHPOINT INTEGRATION
FLEXIBLE, LIGHT- WEIGHT, SCALABLE PLATFORM
FULLY INTEGRATED, FUNCTIONAL COMMERCE B2C & B2B FRONTEND
hybris Commerce Powering the Future of CUSTOMER ENGAGEMENT
1 2 3
4 5 6
7 8 9
CUSTOMER ENGAGEMENT AND COMMERCE (CEC) THE ENGAGEMENT SOLUTION
WEB MOBILE IN STORE CONTACT CENTER
DIGITAL MARKETPLACE INTERNET OF THINGS
SOCIAL SMS SEARCH DIGITAL ADS EMAIL PRINT AGENT TOOLS
INDUSTRIES
Cloud for SALES
Cloud for SERVICE MARKETING COMMERCE
SAP HANA CLOUD PLATFORM
SEAMLESS customer journey across all channels
SINGLE VIEW of the customer
MODULAR and INTEGRATED across sales, service, marketing and commerce
Specific to INDUSTRIES
AGILE and FLEXIBLE: Easy to create customer specific apps
Le nuove frontiere del customer engagement
October, 2015
SAPFORUM
Scopri come analizzare le performance di tutte le attività di marketing con un sistema di customer data management all’avanguardia, strumenti di marketing orientati al contesto e processi commerciali uniformati per tutti i tuoi canali.
Customer
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