SAP Hybris. How to improve customer engagement with an omnichannel approach. Taha Sajini Hybris Solution Manager KSA

Transcription

1 SAP Hybris How to improve customer engagement with an omnichannel approach Taha Sajini Hybris Solution Manager KSA

2 CHANGE IS HAPPENING FASTER THAN EVER 75 YEARS 38 YEARS 13 YEARS 4 YEARS 3.5 YEARS 3 YEARS 50 DAYS 35 DAYS 2.5 YEARS TIME TO REACH 50 MILLION USERS

3 TECHNOLOGY IS CHANGING THE GAME. CUSTOMERS ARE CHANGING THE RULES.

4 THE DIGITAL ECONOMY INDUSTRIAL ECONOMY CONSUMER ECONOMY DIGITAL ECONOMY ABUNDANCE PRODUCTS DESIRE ENGAGEMENT SCARCITY

5 OUTCOME-BASED BUSINESS MODELS ARE DISRUPTING ALL INDUSTRIES Media & Entertainment Consumer Products Software Hardware Energy Retail Sportswear GPS and Navigation Transportation Food & Beverage

6 CUSTOMERS ARE TOUGH TO ENGAGE 99.76% of online ads are ignored. Source: Google 57% 60% of the buying process is completed before a first interaction with sales. Source: Customer Executive Board of consumers abandoned a purchase due to a poor service experience. Source: American Express Global Barometer

7 MAKE PAYMENT JOIN GROUPS POST REVIEW RECEIVE OFFER Digital ADS Print Web TV CHANGE ADDRESS NETWORK ISSUE SETUP PHONE RECEIVE PACKAGE MISSING ITEM TRACK ORDER BUY SHORT LIST REFER FRIENDS RECEIVE OFFER RESTART SERVICE TERMINATE SERVICE PHONE DAMAGE BILLING ISSUE Social Social Social Social Retail store Contact Center Retail store Retail store Contact Center Contact Center Contact Center Contact Center Webshop Web- Shop Webshop Support portal Support portal Word of mouth Word of mouth RESEARCH Reviews Branded community Search KW/ADS Web- Shop Web DISCOVER NEED INTEREST AWARENESS DISCOVERY CONSIDERTATION CONSIDERATION USE USE ADVOCACY ADVOCACY ACTION ACTION

8 Know Your Audience AWARENESS Be Active on Social Encourage Conversation Social Optimize Content Search KW/ADS Digital ADS TV Print Word of mouth

9 SAP Hybris Marketing SAP Hybris as a Service

10 AWARENESS DISCOVERY

11 Social Search KW/ADS Retail store DISCOVERY Web Word of mouth Trade show Appear In Search Be Omni-Channel Personalize Engagement Deliver Programs

12 SAP Hybris Commerce SAP Knowledge Central by MindTouch Search

13 INTEREST AWARENESS DISCOVERY

14 INTEREST Social Web- Shop Retail store Branded community Contact Center Reviews Personalize More Share Stories Connect Conversations Market and Sell

15 SAP Jam Communities SAP Hybris Marketing

16 INTEREST AWARENESS CONSIDERATION DISCOVERY

17 CONSIDERATION Support portal Deliver Detail Word of mouth Retail store Identify Players Share Experiences Meetings Contact Center Reviews Be One-to-One

18 SAP Cloud for Sales SAP Hybris Commerce

19 INTEREST AWARENESS CONSIDERATION DISCOVERY ACTION

20 Simplify Transaction Stay Engaged Offer Choices Web- Shop Monitor Activity Self service Retail store Meetings Social Contact Center ACTION

21 SAP Hybris Billing SAP Hybris Commerce

22 INTEREST AWARENESS CONSIDERATION DISCOVERY USE ACTION

23 Social Search KW/ADS Retail store Drive Adoption Support portal Field service Effortless Service Be On Brand Contact Center USE Measure Success

24 SAP Cloud for Service SAP CRM Service Manager

25 INTEREST ADVOCACY AWARENESS CONSIDERATION DISCOVERY USE ACTION

26 ADVOCACY Social Meetings Trade show Monitor Branded community Reviews Reward & Amplify Word of mouth Encourage Dialogue Address Issues

27 SAP Cloud for Service SAP Hybris Marketing

28 INTEREST ADVOCACY AWARENESS CONSIDERATION DISCOVERY USE ACTION

29 SAP WEB MOBILE IN STORE/BRANCH CONTACT CENTER DIGITAL GOODS MARKET- PLACES IOT SOCIAL MEDIA SMS/NOTI- FICATIONS SEARCH KW/ADS DIGITAL ADVERTISING PRINTING AGENT TOOLS EXPERIENCE MANAGEMENT COMMERCE Loyalty MARKETING SERVICE SALES DATA & PROCESS MANAGEMENT PLATFORM, INFRASTRUCTURE, INTEGRATION

30 FC Bayern Munich Engages Soccer Fans Leveraging SAP Hybris Commerce & SAP Hybris Marketing

31 so you can power your customers journeys.

32 THANK YOU