Transforming the Manufacturing Customer Experience for the Digital Age. June 14, 2016

Transcription

1 Transforming the Manufacturing Customer Experience for the Digital Age June 14, 2016

2 COMPANIES FACE NEW PRESSURES TO DELIVER Exceptional Customer Experience Optimized Business Operations New Business Models, Products, and Services Agility and Speed to Market With product parity, differentiation has shifted to the experience Process automation, KPIs, and reducing the IT dependency New opportunities to demonstrate value, grow new markets Adapting to the changing needs of the customer, defend the business 2016 SAP AG or an SAP affiliate company. All rights reserved. Internal 2

3 From the Industrial to the Digital Economy Industrial Economy Consumer Economy Digital Economy Abundance Products Desire Engagement Scarcity 2016 SAP AG or an SAP affiliate company. All rights reserved. Internal 3

4 Value is created in each act of engagement. This new datadriven value chain disrupts business models.

5 Engage React Analyze Ideas for new business ventures are created through this data-driven value chain.

6 SAP Hybris Puts Manufacturers Back in Control Delight and Engage Customers Pivot with New Business Models Maximize Install Base and Share of Wallet

7 Dynamics in Wholesale Distribution Manufacturer Wholesale Distribution Manufacturer Manufacturer 2016 SAP AG or an SAP affiliate company. All rights reserved. Internal 7

8 MANUFACTURERS HAVE TREMENDOUS OPPORTUNITIES FOR GROWTH 45% Digital Beginners in Manufacturing (Largest % of any industry) 2014 SAP AG or an SAP affiliate company. All rights reserved. Source: Leading Digital, Cap Gemini 10

9 Self-Service Is Ideal for Customer Engagement (and Is Now Considered Mandatory) 2014 SAP AG or an SAP affiliate company. All rights reserved. 11

10 The B2B Customer Experience Is Well- Defined CUSTOMER EXPERIENCE DOMINATES END-TO-END EXPECTATIONS: CHANNEL CONSISTENCY FULL TRANSPARECY EXEPTIONAL SERVICE B2C PERSONALIZATION 89% of business leaders believe that customer experience will be their primary basis for competition by SAP AG or an SAP affiliate company. All rights reserved. Source: Gartner 12

11 Digital Business Is Driven by Engagement Digitization of Customer Experiences Real-time, contextual experiences across every channel Digitization of Work Work is no longer a place, but an activity Digitization of Resources Data is a new asset, and the network is the new electricity 87% of first-generation digital natives are connected to the Internet while watching TV 83% of executives plan to increase use of contingent workers in the next three years $5.6 trillion savings through autonomous vehicles 2016 SAP AG or an SAP affiliate company. All rights reserved. Internal 13

12 SAP Offers the Only End-to-End Digital Business Solution Workforce Engagement Supplier Collaboration Business Networks Assets and Internet of Things Customer Engagement and Commerce SAP HANA PLATFORM 2016 SAP AG or an SAP affiliate company. All rights reserved. Internal 14

13 Protect Motivation Grow The Digital Transformation Journey for Customer Engagement and Commerce Change the business model in your industry Use customer context and the Internet of Things to digitize the experience Test new markets Build a platform business Improve operational processes Understand your customer Extend the business into new channels Renew existing engagement channels Sell in new geographies Core Focus Periphery 2016 SAP AG or an SAP affiliate company. All rights reserved. Internal 15

14 Customer Engagement and Commerce in the Digital Economy Customers create their journeys through contextual, consistent experiences regardless of channel. Data is the fuel to optimize the customer experience in real time and create new business value. Business value is realized over time through agile, customer-centric business models SAP AG or an SAP affiliate company. All rights reserved. Internal 16

15 SAP Hybris Puts Manufacturers Back in Control Delight and Engage Customers Pivot with New Business Models Maximize Install Base and Share of Wallet

16 If you went to bed last night as an industrial company, you're going to wake up today as a software and analytics company. Jeff Immelt, CEO, GE If the phone is going to get integrated into the shirt, should that be a technology company making apparel or the apparel company starting to make technology? I choose the latter. Kevin Plank, CEO, Under Armour 2014 SAP AG or an SAP affiliate company. All rights reserved. 18

17 OPPORTUNITIES TO CHANGE THE BUSINESS MODEL 10% Changes to costs/pricing 11% New product/ service offerings 13% Changes to consumer demand 15% New market opportunities 22% Business model change What CEOs Think Is the Cause of the Next Big Thing 2016 SAP AG or an SAP affiliate company. All rights reserved. Internal 19

18 Six Approaches for Monetizing Business Model Innovation in the Digital Economy Monetizing New Business Models Moving from Products to Services and Outcomes New monetization models Internet of Things and Connected Devices Real-time, usagebased services Digital Commerce High-volume, global payment flexibility Platform Business Model Multi-sided monetization Renovating Monetization Business Processes Fast and Flexible Offers Subscriptions, usage, and revenuesharing models Revenue Management Renovation High-volume, automated 2016 SAP AG or an SAP affiliate company. All rights reserved. Internal 20

19 Meeting the Business Model Challenges in the Digital Economy Agility to embrace change with embedded intelligence in business processes Multi-sided monetization to share revenues with an expanding business network of partners Massive scalability to grow from small trials to multibillion businesses with reliable automation 2016 SAP AG or an SAP affiliate company. All rights reserved. Internal 21

20 SAP HYBRIS PROVIDES EVERYTHING REQUIRED TO TRANSFORM Commerce Billing Marketing Service Sales 2014 SAP AG or an SAP affiliate company. All rights reserved. 22

21 The Technology Decisions You Make Today Will Affect the Way You Do Business in the Next Five Years.

22 SAP Hybris Puts Manufacturers Back in Control Delight and Engage Customers Pivot with New Business Models Maximize Install Base and Share of Wallet

23 The Case for Aftermarket EMPOWER CUSTOMERS WITH SELF-SERVICE STRENGTHEN CUSTOMER RELATIONSHIPS DRIVE AFTERMARKET PARTS REVENUE IMPROVE ORDER ACCURACY DECREASE RETURNS CROSS-SELL AND UP-SELL OPPORTUNITIES INCREASE OPERATING EFFICIENCY

24 The Case for Aftermarket EMPOWER CUSTOMERS WITH SELF-SERVICE STRENGTHEN CUSTOMER RELATIONSHIPS DRIVE AFTERMARKET PARTS REVENUE IMPROVE ORDER ACCURACY DECREASE RETURNS CROSS-SELL AND UP-SELL OPPORTUNITIES INCREASE OPERATING EFFICIENCY

25 Meet Our Customer: Mark Customer OEM Direct Relationship Operations Manager Five Factory Locations in Europe Pump Manufacturer

26 Mission Control Demo SAP Hybris Commerce SAP Hybris Service SAP Hybris Billing SAP Hybris Marketing SAP Visual Enterprise MindTouch Genband

27 DEMO

28 Mission Control: Manage Your Installed Base Like It Was Always Intended Commerce and service together Omnichannel customer view Integrated knowledge mgmt. Asset monitoring Personalization 2D/3D selection from CAD Parts, software, and services Guaranteed-to-fit products

29 Thank you Contact information: F name MI. L name Title Address Phone number 2014 SAP AG or an SAP affiliate company. All rights reserved.