SAP Hybris Marketing Engage in Context to Drive Conversion and Loyalty. SAP Forum für Customer Engagement & Commerce

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1 SAP Hybris Marketing Engage in Context to Drive Conversion and Loyalty SAP Forum für Customer Engagement & Commerce

2 INCREASING CUSTOMER EXPECTATIONS Relevant Customer Engagements Ultra Personal Dynamically Adapt Not Creepy

3 MARKETING IS BROKEN Marketers bombard customers with irrelevant messages. Not targeted, not relevant 99.94% of online ads are ignored Source: Google Display Benchmark Tool 3.57% click through rate Source: Getresponse 0.62% All digital channel response rate Source: DMA Response Rate Report 2015

4 HOLISTIC APPROACH TO MARTECH IS NEEDED Marketers use 11 siloed channels on average and 15 separate systems to house customer data Source 1: The Contextual Marketing Imperative, Forrester Oct 2015

5 DATA IS THE FUEL Capture and enrich dynamic marketing profiles

6 CONTEXT MAKES THE DIFFERENCE Leverage the real-time contexts to deliver the best customer experiences What they may do IMPLICIT The customer EXPLICIT What they are doing now Real-time individualization Presentation of relevant content across all touchpoints What they have done

7 SAP HYBRIS MARKETING: END-TO-END Events & interactions Merge, match & enrich Contexts, interests & predictions Personalized targeting & orchestration Campaign execution in all channels Loyalty data Mobile & social channel Market data & events Digital channel Sales & service data Personalized commerce Financial data Interaction center Industry data Lead, opportunity Social media, mobile, IoT , sms, traditional Extensions Extensions Capturing response Plan, measure & optimize

8 UNDERSTAND REAL-TIME CUSTOMER INTENTS Dynamically capture and enrich marketing profiles across all sources into a single view, gain insights into customer s real-time intents Consolidated view of customers across the enterprise Accurately target and segment from any data source Gain insights into the customer journey, identify micro-segments Accurately target and segment from any data source Understand customer s sentiments and interests Discover hidden trends and anticipate buying behavior with built-in predictive analysis

9 MARKET WITH SPEED AND AGILITY Proactively react to customer opportunities with increased visibility and alignment of the marketing process, resources, and performance. Optimize marketing strategies with real-time insights into marketing performances Accelerate the marketing processes to react quickly to opportunities Increase collaboration and transparency Gain accurate budget and expense information

10 DELIVER CONTEXTUAL EXPERIENCES ACROSS CHANNELS Convert in-the-moment opportunities to dynamically deliver contextually relevant customer experiences across channels. Convert customers into loyal advocates Create personalized customer engagements across channel Deliver individualized experiences with relevant offers and messages Remarket to targeted customers with timely offers and promotions

11 SAP HYBRIS MARKETING: SOLUTION VIEW 1 st Party Applications Commerce SAP HYBRIS MARKETING Planning Insight Acquisition Convert Loyalty Segmentation Recommendation 3rd Party Applications (for data & execution) Engines Sales, Service Batch & Events Batch & Events Ad Providers ERP, CRM, etc. Social providers CAR, Billing, etc. Mobile providers Marketing Data Management SAP HANA

12 CUSTOMER CENTRIC ENGAGEMENT OBJECTIVE SOLUTION Move from retail- to consumer-centricity Create central golden consumer profile across multiple channels, incl. Foot ID Flexible and extensible omni-channel marketing platform Personalize merchandising online stores Engage directly with consumers SAP Hybris Commerce SAP Hybris Marketing SAP CAR BENEFITS Simplified architecture, maintenance and user adoption Single platform to manage data and analytics capabilities Guiding sales with what activities to perform at each store

13 PUTTING THE CUSTOMER AT THE CENTER OBJECTIVE SOLUTION Create 360 golden customer profile Provide high-speed segmentation Real-time data feeds for highest level of accuracy Establish end-to-end marketing process SAP Hybris Marketing SAP CRM powered by HANA BENEFITS Engaging with consumers in a smart way Better customer experience Higher return on marketing investment (ROMI)

14 GET HANDS-ON EXPERIENCE SAP HYBRIS MARKETING FREE TRIAL COMPONENTS INCLUDED: MARKETING DATA MANAGEMENT SEGMENTATION ACQUISITION (Campaign Management) PLANNING INSIGHT GO TO: bit.ly/trialsaphybrismarketing

15 THANK YOU

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