Sustainable Customer Relationships

Transcription

1 Solution Overview Mill Products Executive Sustainable Customer Relationships

2 Sustainable Customer Relationships Sales Effectiveness and Insight 360 Customer Insights It s hardly news that today's customers are better informed, socially empowered, and more demanding than ever before. To keep pace, successful sales leaders are redesigning their selling systems to align with customer expectations and buying habits. Sell Better Today s sales environment is more complex than ever before. Connected and empowered, today s customers drive the sales conversation choosing how and when to interact with you. To succeed, you need to deliver knowledge and experience tailored to each customer s needs. But to find valuable insight and secure the inside track on what is most relevant to the customer, you need to sift through mounds of data available from both inside and outside the enterprise. At the same time, you need to position an ever-expanding range of products and services within a dynamic sales landscape, which requires coordinated teamwork across multiple decision points. And because you operate in an increasingly dynamic sales environment, you need the agility to respond to customer requests and other market opportunities as they occur in real time. In the end, visible processes, quick insight into data, and effective collaboration will set your sales team apart. 2 / 28

3 Sales Effectiveness and Insight 360 Customer Insights Today s best-run sales organizations design their selling systems around their customers buying processes. By intelligently implementing available technology, sellers gain 360-degree customer insight and connect with content and subjectmatter experts making every conversation count. Sell Better Successful sales organizations are always seeking ways to make selling easier and more profitable. One way is enabling in-themoment insight so that salespeople know and understand what s important to customers. Customer insight can come from structured sources, such as transactional data, or unstructured sources, such as social media. The sales organization that harnesses and utilizes this information can dramatically improve sales performance. Insight also comes from inside the organization. Effective organizations leverage the collective genius of the enterprise and empower salespeople to connect with others to gain the insights that lead to sales success. When your organization can capture exterior and interior knowledge and your sales force can act on customer insight at a moment s notice, you can anticipate market trends before your competitors do and achieve sought-after business outcomes. 3 / 28

4 Sell with Insight, Sell with Strength Sales Effectiveness and Insight 360 Customer Insights Adapt or perish. Customer behavior is evolving, and success will go to those sales teams that realign their selling systems with customer buying habits. Make every customer conversation count: empower your sellers with easy collaboration, sales agility, and meaningful customer insight. Sell Better 71% More customer interactions resulting in a sale for the top 25% of organizations compared to average organizations Source: SAP Performance Benchmarking To win today s empowered customers, you need to understand their business and deliver relevant insights, which will drive positive business outcomes. How can you transform your sales organization to win over these empowered customers? Move from tactical to strategic selling by arming your team with tools that enable them to focus on the accounts that matter most. By harnessing the power of Big Data, enable them to stay in front of market and customer trends. Create an agile sales force by providing mobile access to relevant customer and market information on any device anywhere, anytime. Operate as a unified group. Harness best practices by tapping into the collective knowledge of your sales network, which enables you to connect sellers with the right content, the right insight, and the right subjectmatter experts. Equip your sellers with deep, real-time customer insights and industry-leading best practices that enable them to execute flawlessly. This sets your organization apart from the competition winning your customers hearts and minds every time. Make every sales conversation count, with 360-degree customer insight. 4 / 28

5 Sales Effectiveness and Insight 360 Customer Insights In a world where customers are better informed, socially connected, and increasingly demanding, it is paramount to harness Big Data to make insightful, timely business decisions to stay ahead of the game. Sell Better Database and technology solutions, including the SAP HANA platform, empower your sales team to monitor high volumes of sales data in real time from order, shipment, and point-of-sale data to loyalty, social media, and syndicated data. Analytics solutions enable you to analyze sales performance, pipeline adherence, and campaign effectiveness throughout the sales process. Mobile solutions accelerate sales, improve margins, and promote customer loyalty by providing real-time access to all relevant customer insights, products and services, orders, and opportunities anywhere, anytime. Cloud-based solutions allow for fast, low-risk deployment, minimizing your IT footprint while ensuring long-term scalability and flexibility along with technology and process integration. With cloud-based sales processes, you can unlock immediate access to analysis, facilitate new levels of business partner collaboration, and better align sales information with other key stakeholders. 5 / 28

6 Become the Strategic Seller Make Selling Easier Make Fact-Based Decisions To transform your go-to-customer sales model, you must bring people, processes, and technology together in a way that maps the customer-buying journey. Become the Strategic Seller Move from tactical to strategic selling with a 360-degree view of your customers, combining insight from inside and outside the organization. Make Selling Easier Empower your mobile sales force to operate as a team by enabling access to key information anywhere, anytime, on any device. Make Fact-Based Decisions Maintain your competitive edge by anticipating market trends, gaining insight into customer needs, and making in-the-moment decisions with real-time visibility into pipeline health and enterprise social standing. 6 / 28

7 Become the Strategic Seller Become the Strategic Seller Today s successful salespeople have transitioned from tactical sellers to strategic sellers. This enables them to serve more effectively as trusted advisors to their customers. Make Selling Easier Make Fact-Based Decisions 49% Lower churn with alignment of customers and territories to strategy, objectives, and quotas of the sales organization Source: SAP Performance Benchmarking Sales success today requires that you move from tactical selling (where your team constantly reacts to events) to strategic selling (where you quickly zero in on the most valuable accounts and deals). Strategic sellers are able to effortlessly harness sales best practices by quickly identifying and collaborating with subject-matter experts. They can also source winning content at the right time and in the right context for each deal. With these skills and support, strategic sellers become trusted advisors who can get into the sales driver seat and engage in fact-based, insight-led conversations with their customers. They can demonstrate an intimate knowledge of the customers business and industry and present a clear road map for moving forward. 7 / 28

8 Make Selling Easier Become the Strategic Seller A winning sales team needs to be agile, mobile, and informed. It needs to collaborate and operate as a single unit that can access key information anywhere, anytime, on any device. Make Selling Easier Make Fact-Based Decisions 8% Higher revenue per employee where organizations enable almost all users with mobile customer relationship management support Source: SAP Performance Benchmarking The right tools make it easier for your sales people to succeed. They can facilitate flexible, intelligent, and predictive selling so that you realize the best return on limited resources. Such tools can help you better organize your sales team and position them for success by matching sales territories to sellers skills and sellers skills to the right opportunities. Collaboration tools are a must too. The goal here is to remove barriers so salespeople can focus on selling and operate effectively as part of a single team. To achieve this goal, you need easy-to-use tools that empower salespeople to collaborate across teams and functions so that they can find the right resources and information in the proper context of the sales cycle to close more sales in less time. Finally, with your salespeople constantly on the go, you need to enable an agile mobile sales force. This requires immediate mobile access to all relevant customer insights anywhere, anytime, on any device. 8 / 28

9 Make Fact-Based Decisions Become the Strategic Seller Make Selling Easier Today s connected sellers need real-time visibility into pipeline health. They need insight into enterprise and social factors to anticipate market and customer trends as well as the tools to make in-the-moment decisions that help maintain a competitive edge in a fast-moving business landscape. Make Fact-Based Decisions 12% More field sales personnel achieve quota in organizations that track leads, prospect stages, and status on a realtime basis Source: SAP Performance Benchmarking With the ability to quickly source information about your products and services and share this information with customers all over the world, today s buyers are more empowered than ever before. They often have more insight than sellers do. This dramatically shifts the sales power dynamic and increases the importance of staying one step ahead of your customers with the information and insight required to make fact-based decisions. It all starts with the goal of no surprises, which requires proactive monitoring of pipeline health through real-time analysis to identify gaps in the pipeline and eliminate end-of-quarter surprises. With such a 360-degree view of your customers, you can anticipate market trends before your competitors do and proactively respond to customer needs. In the end, you have a better understanding of customer value and cost, which helps increase margins. 9 / 28

10 Sales Effectiveness and Insight Value Map SAP solutions address key requirements for sales effectiveness and insight. Profit-Driven Segmentation Sales Enablement Business-to-Business E-Commerce Profit Driven Segmentation Customer Insight and Segmentation Campaign Management E-Marketing Marketing Analytics and Performance Management Real-Time Offer Management Manage Product Orders and Contracts Sales Enablement Collaborative Pipeline and Lead Management Customer Activity Planning Sales Collaboration with SAP Jam Sales Intelligence with Inside View Sales on Demand B2B e-commerce and Self-Service E-Sales E-Marketing E-Service Order and Contract Management for Configurable Products Sales Planning and Monitoring (CRM) Sales Planning and Monitoring (Analytics) Sales Order Management for Configurable Products Analytics for Configurable Products Lead Management Collaborative Pipeline Management (CRM) Quotation Management for Configurable Products 10 / 28

11 Profit-Driven Segmentation Profit-Driven Segmentation Sales Enablement Business-to-Business E-Commerce Deliver a meaningful customer experience across all channels. Leverage key insights, such as customer propensities and sentiments, to optimize targeting. Plan and manage cross-channel marketing activities through all relevant interaction channels, including loyalty programs, to reward high-value customers. Make intelligent, real-time offers that influence customers. Manage Product Orders and Contracts 15% Lower cost per interaction where multichannel communication is leveraged to optimize customer contact Source: SAP Performance Benchmarking Customer Insight and Segmentation Campaign Management E-Marketing Marketing Analytics and Performance Management Real-Time Offer Management Identify and seize new market opportunities by leveraging rich customer data to accurately segment and optimize targeting. Support multichannel planning and execution across , Web, call center, mobile, and social media channels to provide consistent customer experiences that improve customer satisfaction and increase sales. Plan, manage, and execute multichannel loyalty programs, and incentivize and reward customers for profitable behavior. Listen, monitor, and engage directly with customers through social media to build closer relationships and create brand advocates. Provide personalized, real-time offers and recommendations through the best channels at the best times to influence purchasing decisions. 11 / 28

12 Sales Enablement Profit-Driven Segmentation Sales Enablement Business-to-Business E-Commerce Manage Product Orders and Contracts 57% Lower customer churn for the top 25% of organizations as compared to average organizations Source: SAP Performance Benchmarking The perfect order experience improves customer satisfaction. SAP software enables an optimized and collaborative order-to-cash process across all customer touch points, channels, and order management functions. From order capture and logistics to invoicing and contract renewal, this holistic, integrated process delivers a perfect customer order experience every time. Collaborative Pipeline Management Provision of Predefined Packages Products and Targeted Solutions Pricing Guidance Customer Loyalty Reinforcement Through Long-term Agreements Real-Time Commodity Exposure Sales Operation Optimization Collaborate with internal and external stakeholders to streamline the order-capture-tofulfillment process to deliver a perfect order experience. Provide predefined packages of products and complementary services in one transaction, increase revenue by proposing additional up-sell components as part of each package, and reduce time to quote and increase order accuracy by delivering targeted solution configurations. Deliver higher profits through pricing insight and guidance. Enhance customer satisfaction and loyalty by creating mutually beneficial, long-term agreements. Manage complex commodity pricing, streamline invoicing, and enable real-time commodity exposure. Improve customer data processes and sales operation efficiencies. 12 / 28

13 Business-to-Business E-Commerce Profit-Driven Segmentation Sales Enablement Business-to-Business E-Commerce Manage Product Orders and Contracts Turn the Web into a profitable sales and interaction channel. The SAP Web Channel Experience Management application helps you increase sales and improve the customer experience. Its common platform supports multichannel customer self-service interactions across e-commerce, e-marketing, and e-service. E-Sales Create a more engaging online experience, improve the quality of customer interactions, and increase sales actuals versus target by reducing basket abandonment rates through simple one-click checkout processes. 11% Lower cost of operations per FTE in firms where channel mix drives interactions to lower cost alternatives Source: SAP Performance Benchmarking E-Marketing E-Service Motivate customers with loyalty points, deliver personalized recommendations that match customer needs, target customers based on online behavior, and foster closer relationships with social media features. Give agents a full picture of customer product and interaction history and empower customers to raise service requests, report complaints, and manage returns online. 13 / 28

14 Manage Product Orders and Contracts Profit-Driven Segmentation Sales Enablement Business-to-Business E-Commerce Manage Product Orders and Contracts Streamline configuration and the quote and order processes. Manufacturers need to present a variety of sales quotations and configuration options to their customers in order to satisfy the demand for individually tailored products and they must be able to do so quickly. Sales Planning and Monitoring for Customer Relationship Management (CRM) Move from a product to a highly profitable solution and service business. 19% Lower order-fulfillment lead time where the material and capacity constraint plan is generated multiple times daily Source: SAP Performance Benchmarking Sales Planning and Monitoring for Analytics Lead Management Collaborative Pipeline Management for CRM Quotation and Sales Order Management for Configurable Products Increase the ease with which complex products, systems, services, and solutions are configured, priced, and quoted. Reduce quote, configuration, and order cycle times Increase revenue Improve pipeline planning and transparency Increase the pipeline and make it more accurate Improve customer intimacy Increase win rates Increase sales efficiency 14 / 28

15 SAP HANA Mobile In a world where customers are better informed than ever before, socially connected, and increasingly demanding, you need to harness Big Data to stay ahead of the game. This requires analytics tools to make insightful business decisions in the moment. Analytics Cloud SAP HANA Handle large volumes of highly granular data, and perform in-memory analysis at zero latency to drive better business decisions. 36% Higher operating margin where organizations use IT to enable strategic and competitive advantages Source: SAP Performance Benchmarking Mobile Unwire employees, provide accessibility to sales data anytime and anywhere, and use your company s business processes to make agile and informed decisions closer to the customer. Analytics Access targeted, relevant insights to help your sales team focus on what matters most to customers and your business. Cloud Quickly deploy a powerful and flexible sales solution that helps improve sales effectiveness. 15 / 28

16 SAP HANA SAP HANA Mobile Database and technology solutions, including the SAP HANA platform, empower your sales team to monitor high volumes of sales data in real time from order, shipment, and point-of-sale data to loyalty, social media, and syndicated data. Analytics Cloud Sentiment Intelligence Harness holistic sentiment insights with access to both internal and external data sources. 53% Of organizations report a big gap between the availability of Big Data and their ability to analyze it for insights Source: SAP Performance Benchmarking Sales Pipeline Analysis Predictive Analytics Account Intelligence Social Media Analytics E-Commerce Know what s happening when for specific campaigns, promotions, and sales activities. Access insights to identify trends and customer needs ahead of the curve. View relevant information about any particular customer, and generate reports for actionable insight. Gain instant visibility into millions of social media sources, including blogs, forums, and social networks. Manage a unified buying experience across all channels through a single e-commerce platform for business-to-consumer and business-to-business engagement. 16 / 28

17 Mobile SAP HANA Mobile Empower your sales professionals to accelerate sales, improve margins, and promote customer loyalty by enabling them with real-time access to all relevant customer insights, products and services, orders, and opportunities anywhere, anytime. Analytics Cloud 40% Higher employee productivity where mobile access is provided to employees across all levels Source: SAP Performance Benchmarking A Mobile Suite for Sales Make more-effective decisions on the fly with mobile access to key customer, market, and enterprise information. Use your favorite mobile device to handle tasks such as expense entry and approvals. Speed up the sales cycle by creating quotes and orders on the go. Easily manage leads, appointments, tasks, calls, and correspondence. 17 / 28

18 Analytics SAP HANA Mobile Achieve up-to-the-minute visibility into key sales performance indicators across every facet of your sales organization, enabling real-time monitoring, root cause analysis, risk mitigation, predictive modeling, and optimization. Analytics Cloud Customer Value Intelligence Analyze your customers based on different criteria, leveraging high volumes of data. Obtain real-time visibility and understanding of customer value anytime, anywhere. 20% Higher revenue per employee in organizations that are using information to identify strategic and competitive advantages Source: SAP Performance Benchmarking Customer Account Intelligence Predictive Analytics Sales Pipeline Analysis Price and Margin Management Grow revenue and margin strategically investing the right resources in the right customers, products, and channels. Drive real-time recommendations on which customers to target and what offerings to position to them. Gain deep customer insights with easy-to-use advanced statistical methods and tools. Anticipate customer buying behavior with advanced data visualization. Stay agile and gain a competitive edge with efficient forecasting and planning. Enable insight-driven sales execution and heightened visibility into your pipeline performance. Analyze data at any level of granularity to make informed decisions on pipeline health and to avoid surprises at the end of the quarter. Improve profitability through insight into margin leakage. React quickly to changes in your business ecosystem with optimal pricing and policy setting, and enhance your competitive edge through effective deal-pricing guidance. 18 / 28

19 Cloud SAP HANA Best-run sales organizations deploy cloud solutions to create flexible global sales networks that quickly scale and integrate to enable end-to-end sales processes. Mobile Analytics Cloud Sales on Demand Go beyond traditional sales force automation with next-generation mobile software that helps you sell more effectively. Harness the collective knowledge of the entire sales organization through social collaboration. Stay informed with less effort through realtime, cost-effective access to back-office software. 85% Of firms believe the cloud will have a major impact on their business through efficiencies, innovation, or competitive differentiation Source: SAP Performance Benchmarking 19 / 28

20 Best-Run Customers Best-Run Customers Gulf Cement Amanco Brasil Aluprint South Shore Furniture Why SAP? Ten of the Top 10 paper producers run SAP. Nine of the top 10 copper producers run SAP. Seven of the top 10 aluminum producers run SAP. Seven of the top 10 steel producers in Europe and America run SAP. Seven of the top 10 construction materials producers run SAP. 20 / 28

21 Customer Co-Innovation Best-Run Customers Gulf Cement Amanco Brasil Aluprint South Shore Furniture SAP co-innovates with leading mill products companies, advisory councils, and user groups to address worldwide issues and lead continuous enhancements in sustainability, manufacturing, maintenance, supply chain planning, and transportation. CIOs of top mill products companies gather to discuss innovation, technology, and best practices on managing business in a volatile and complex economic environment. Why SAP? Consulting and System Integration Partners These consist of value-added resellers in supply chain optimization, price and margin management, or enterprise content management. 21 / 28

22 Best-Run Customers Gulf Cement Amanco Brasil Aluprint South Shore Furniture Why SAP? Headquartered in Ras-Al-Khaimah, Gulf Cement Company is the largest cement producer in the United Arab Emirates and a leading regional cement exporter. Besides supplying products to local market, it also exports cement to customers in more than 11 countries. Gulf Cement was looking to automate credit and margin management, support sales with instant visibility into sales volume, speed billing by automating data collection and verification, and achieve 360-degree profitability analysis across all lines of business. Sales and distribution software of the SAP ERP application provides the necessary solution. Key Benefits Better customer-credit management with online visibility of transaction history More-accurate margin management by using actual manufacturing cost data More-precise delivery dates based on real-time inventory and manufacturing data Clearer view of the business with more-accurate profitability analysis 90% Drop in billing cycle time (1 day to minutes) 90% Improvement in determining product delivery date 60% More accurate profitability analysis SAP ERP helped improve management of margins, customer credit, and delivery deadlines and also helped provide better visibility into online sales data. Thanks to SAP software, our overall sales processing is more efficient than ever. Ranjit Simon John, SAP Applications IT Officer, Gulf Cement Company 22 / 28

23 Best-Run Customers Gulf Cement Amanco Brasil Aluprint South Shore Furniture Why SAP? Amanco Brasil Ltd. produces and sells polyvinyl chloride (PVC) pipes, tubes, and connectors for commercial and public infrastructure applications. It has operations in 14 countries and over 50,000 outlets. Amanco is growing rapidly, aggressively increasing sales and its share in the Brazilian market; but to fuel this growth, Amanco needed to improve customer service and build its brand. That meant fulfilling customer orders accurately and on time while reducing inventory levels and operating cost. Amanco needed an integrated supply chain solution. Key Benefits Achieved visibility throughout the supply chain Improved on-time/in-full order delivery key performance indicator Reduced working capital, average inventory levels, and customer stock-outs Reacted to competitor challenges quickly 51% Improvement in on-time/in-full order delivery rate 15% Reduction in total inventory levels The sales and operations planning project was fundamental for the growth of the Amanco market share in the Brazilian market. Humberto Zalewski Dominoni, Supply Chain Director, Amanco Brasil Ltd. 23 / 28

24 Best-Run Customers Gulf Cement Amanco Brasil Aluprint South Shore Furniture Why SAP? Aluprint S.A. de C.V. is one of Mexico's leading manufacturers of flexible packaging and folding boxes for the consumer products industry. Aluprint has visions of greatly expanding its markets, especially its export business. These ambitions were threatened by a recent trend in its industry: the firm s competitors were rapidly being acquired by large, well-run, transnational companies with substantial resources to pour into the Mexican market. Aluprint was using a collection of poorly integrated business applications that were costly for IT to maintain and enhance. Without a single source of reliable business data, users were spending far too much time verifying and reconciling information. The sales and distribution software in the SAP ERP application provides the necessary solution. Key Benefits Enhanced customer relations through more-efficient customer-facing processes Automated, labor-intensive, manual operations to get products to customers faster Shortened average time to close sales by 7 days At Aluprint we believe we now have very reliable enterprise resource planning, which enables integrated and collaborative work for greater efficiency and process quality. Luis Arturo Albor, IT Manager, Aluprint S.A. de C.V. 24 / 28

25 Best-Run Customers Gulf Cement Amanco Brasil Aluprint South Shore Furniture Why SAP? South Shore Furniture is privately held with manufacturing operations in Canada and Mexico. It seeks to become a leading brand in North America. South Shore needed quick turnaround and better inventory visibility for Internet orders, which was not possible with its previous software. The furniture manufacturer selected the SAP ERP application because of the software s prebuilt templates, support for best practices, and highly standardized user interface. Key Benefits Gained market advantage by shipping more quickly than competitors Increased Internet-driven sales to become the company s number one sales channel without adding staff Increased customer responsiveness Increased visibility for available-to-promise order fulfillment Streamlined the shipping process We ve increased the stability and reliability of the system that supports our business and freed our IT staff to be a more strategic partner with the company. Claude Bernier, Chief Information Officer, South Shore Furniture 25 / 28

26 Why SAP? Best-Run Customers Gulf Cement The SAP for Mill Products solution portfolio supports mill products companies by enabling fast response to market dynamics, real-time visibility of customer demand, always-on access from anywhere, as well as flexible deployment options. Amanco Brasil Aluprint South Shore Furniture Why SAP? Tightly Integrated, Comprehensive Solutions SAP offers the most comprehensive portfolio of solutions, enabling mill companies to operate an integrated, profit-driven supply chain from strategic supply chain planning to tactical fulfillment. Key Breakthrough Innovations The SAP solution portfolio is based on the industry s most innovative technology. It combines solutions for databases and technology, mobile technology, analytics, and cloud-based deployment options to enable supply chain optimization and efficiency at the lowest possible cost. Proven Time to Value in Large-Scale Implementations The world s leading mill companies across every major segment of the industry throughout the world continue to rely on SAP to enable them to build a profit-driven supply chain. 26 / 28

27 Find Out More About How Your Organization Can Become Best-Run Benchmark Your Performance Position your organization for dominance in this new economy with the business performance benchmarking program from SAP available free to SAP customers and select prospects. The SAP benchmarking program has helped more than 3,000 organizations assess their strengths, uncover areas for improvement, and identify best practices and IT strategies that generate clear, tangible value not someday, but today. Go Live in Weeks Here s the fastest way to run your business better: our rapid-deployment solutions. In one package, you get everything you need to be up and running quickly including preconfigured software and implementation services in just weeks. With a defined scope and predictable costs, there are no surprises. Join Your Community of Practices Visit valuemanagement.sap.com >> Visit sap.com/solutions/rds >> Every day, SAP Community Network (SCN) changes the way that thousands of SAP users work. It lets members help one another solve problems, learn, and invent new ways to get things done faster. Find out how to connect with people, content, and resources. Visit scn.sap.com >> 27 / 28

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