SAP 360 customer. Dominique Blanc Business Architect SAP 29 Mai 2013, SAP Forum

SAP 360 customer Dominique Blanc Business Architect SAP 29 Mai 2013, SAP Forum

Market trends & observations

Why? Empowered Customers are changing the Rules and DIGITALLY CONNECTED SOCIALLY NETWORKED BETTER INFORMED 2013 2012 SAP SAP AG AG. or All an rights SAP affiliate reserved. company. All rights reserved. 2 4

their Expectations continue to rise Convenience Making my life easier Simple and fast interactions Any time, any place, any device Responsiveness Proactive problem identification and resolution Rapid delivery and execution Immediate response to customer needs Relevance Personalized offers Tailored products and services Helpful information based on individual needs Reliability High quality products Exceptional customer service Accurate, on time delivery 2013 2012 SAP SAP AG AG. or an All SAP rights affiliate reserved. company. All rights reserved. 3 5

Overview

SAP 360 Customer - Bringing it all together with SAP HANA Built on Enterprise Data Cloud Predictive Analytics Mobility Social Collaboration Powered by SAP HANA Real-time Business Elegant innovation without disruption: SAP 360 Customer 2013 SAP AG or an SAP affiliate company. All rights reserved. 7

Big Data Sensors A new Paradigm for Customer Business Data-driven, Context aware and Action centric Business Suite Production... Pattern Recognition e.g. Sentiment Analysis Predictive Insight e.g. Predictive analytics Decision processing e.g. Audience discovery Action Call Center Social Campaign Loyalty Logistics Pricing... CRM Intelligence Transactional CRM HANA... Integrated E2E processes from data insight decision action Effective B2C Business from Big Data to segment of one Leverage (market) change with zero latency business process performance Responsive action across the value chain 2013 SAP AG or an SAP affiliate company. All rights reserved. 8

Get the 360 View of the Customer in real-time, anywhere, anytime and take the right action, immediately Real-time Insight True customer 360 insight with embedded and predictive analytics Real-time Interactions 1:1 Customer Engagement with context through Social Channels and on any device Real-time Execution Plan and execute effectively and efficiently In the Cloud or On Premise Attract and retain more customers while driving profitability & growth 2013 SAP AG or an SAP affiliate company. All rights reserved. 9

SAP HANA - SAP 360 Customer

SAP HANA Product-Vision Hasso Plattner s Grand Unifying Theory Clients Mobile SAP ERP SAP CRM SAP Business Warehouse New SAP Applications Further Applications SAP HANA = Business Data Platform This presentation outlines our general product direction and should not be relied on in making a purchase decision. This presentation is not subject to your license agreement or any other agreement with SAP. SAP has no obligation to pursue any course of business outlined in this presentation or to develop or release any functionality mentioned in this presentation. This presentation and SAP's strategy and possible future developments are subject to change and may be changed by SAP at any time for any reason without notice. This document is provided without a warranty of any kind, either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a particular purpose, or non-infringement. SAP assumes no responsibility for errors or omissions in this document, except if such damages were caused by SAP intentionally or grossly negligent. 2013 SAP AG or an SAP affiliate company. All rights reserved. 11

Innovations through HANA Technology 1. In-Memory Database No data loading from disk during operation 2. Column Store Fast column based data access (e.g. WHERE) without DB indices 3. In-Database Computing Delegate data processing into the database (e.g. GROUP BY / ORDER BY / native HANA Code) 2013 SAP AG or an SAP affiliate company. All rights reserved. 12

SAP 360 Customer in detail

SAP 360 Customer - 3 pillars SAP CRM Powered by SAP HANA Enhanced: Search performance Full search capabilities Database sizing SAP 360 Customer powered by SAP HANA High Performance Applications Account Intelligence Customer Value intelligence Audience Discovery & Targeting Sentiment Analysis Solution Portofolio On Demand Sales Service Social Collaboration (SAP JAM) Mobile Apps 2013 SAP AG or an SAP affiliate company. All rights reserved. 14

What s New? Sales on Demand Social on Demand Collaboration with SAP JAM SAP Customer Value Intelligence * SAP Account Intelligence * SAP Audience Discovery and Targeting * Customer Briefing Sales Diary SAP Sales 2.0 Field Service Web Channel Experience Management 3.0 SAP Visual Enterprise & SAP CRM Service Predictive Analytics Sentiment Intelligence * SAP Precision Retailing *also available as RDS Solution 2013 SAP AG or an SAP affiliate company. All rights reserved. 15

SAP 360 Customer - 3 pillars (1) SAP CRM Powered by SAP HANA Enhanced: Search performance Full search capabilities Database sizing SAP 360 Customer powered by SAP HANA High Performance Applications Account Intelligence Customer Value intelligence Audience Discovery & Targeting Sentiment Analysis Solution Portofolio On Demand Sales Service Social Collaboration (SAP JAM) Mobile Apps 2013 SAP AG or an SAP affiliate company. All rights reserved. 16

SAP CRM powered by SAP HANA Lab Results Up to 115x search performance A search in a CRM system is the most common use case. Typical searches are for lists, not single items. Improvements in search performance have a direct benefit for user productivity. 100% full search flexibility Consistent search performance, independent of the amount or combination of search attributes for transactional or master data searches. 0 latency insights operational reporting Operational Reporting and Monitoring available in real time, based on granular business data, for business users. Zero latency for insights into current business operations. Up to 10x loyalty processing Fast processing of Member Activities in Loyalty Management. Typical transactional performance in other areas is on par with anydb.. Save up to 50% of database size No database indices required Using HANA Database makes all database indices obsolete. This can save up to 50% of database size in typical customer systems using classical databases. Up to 5x faster call center performance Call Center Performance improved in several areas of processing interactions (e.g. account retrieval and searches for registered product) 2013 SAP AG or an SAP affiliate company. All rights reserved. 17

SAP 360 Customer - 3 pillars (2) SAP CRM Powered by SAP HANA Enhanced: Search performance Full search capabilities Database sizing SAP 360 Customer powered by SAP HANA High Performance Applications Account Intelligence Customer Value intelligence Audience Discovery & Targeting Sentiment Analysis Solution Portofolio On Demand Sales Service Social Collaboration (SAP JAM) Mobile Apps 2013 SAP AG or an SAP affiliate company. All rights reserved. 18

SAP Predictive Analysis Gain deep customer insights with advanced statistical methods Optimize targeting and customer segmentation with predictive insights Anticipate customer behaviors and make personalized offers and promotions 2013 SAP AG or an SAP affiliate company. All rights reserved. 20

SAP Customer Engagement Intelligence powered by SAP HANA An integrated Suite of Applications for Intelligence and Action Account Intelligence Audience Discovery and Targeting Customer Value Intelligence Business to Business Business to Consumer 2013 SAP AG or an SAP affiliate company. All rights reserved. 21

SAP Customer Engagement - Value Intelligence For sales to invest the right resources into the right customers, products and channels. Recommendations for customer segments to target, and what products to position for revenue and margin growth Single view of customer value today and tomorrow across the front and back office Includes Audience Discovery and Targeting 2013 SAP AG or an SAP affiliate company. All rights reserved. 22

SAP Customer Engagement - Audience Discovery and Targeting For marketing, sales & service professionals to rapidly and easily segment large customer populations Manage target groups for insight to action Trigger initiatives like customized offers for each segment and channel Integration with HANA Predictive Analytics Available separately or within Customer Value Intelligence 2013 SAP AG or an SAP affiliate company. All rights reserved. 23

SAP Customer Engagement - Account Intelligence For sales managers to coach sales team For sales reps to execute on the insight and recommendations for their accounts Mobile, interactive access to your customer insight and selling recommendations Visual account targeting based on customer engagement, value, and geography On top of Customer Value Intelligence 2013 SAP AG or an SAP affiliate company. All rights reserved. 24

SAP 360 Customer - 3 pillars (3) SAP CRM Powered by SAP HANA Enhanced: Search performance Full search capabilities Database sizing SAP 360 Customer powered by SAP HANA High Performance Applications Account Intelligence Customer Value intelligence Audience Discovery & Targeting Sentiment Analysis Solution Portofolio On Demand Sales Service Social Collaboration (SAP JAM) Mobile Apps 2013 SAP AG or an SAP affiliate company. All rights reserved. 25

SAP Jam For social Collaboration within and beyond the Enterprise The only broad-based social software that s infused securely across SAP applications including, SAP CRM and CRM On Demand. Purpose built social with pre built integrations to sales, service and marketing to help customers, employees & partners get...work done effectively. A modern social network, available where you work inside your business, that contextually ties data, process, people and content together. 2013 SAP AG or an SAP affiliate company. All rights reserved. 26

SAP in the Cloud Customer Beautiful UX, Mobile, Social, Persona-Based, Analytics, Pre-Integrated Customer Insight True 360 view of the customer Know everything about your customer at a glance Easy anywhere, anytime access to relevant data Online and Offline Insight from within and outside the organization Easily collaborate and harness the power of the whole organization to win more deals SAP Cloud for Sales SAP Cloud for Service SAP Cloud for Social Engagement 2013 SAP AG or an SAP affiliate company. All rights reserved. 27

SAP Cloud for Sales Easy-to-use, next generation sales application that goes beyond traditional SFA to help you sell more effectively Harness the collective smarts of sales through social collaboration Be informed with less effort through real-time, cost-effective access to back-office systems Spend more time selling through fast account management, innovative sales productivity capabilities and anytime, anywhere access via robust mobile apps 2013 SAP AG or an SAP affiliate company. All rights reserved. 28

SAP Visual Enterprise & SAP CRM Service SAP Visual Enterprise enables integrated visual and business information to improve communication and collaboration, reduce complexity which leads to higher quality of decisions combined with speed and productivity. Product visualization in service order Identify and select parts Interactive work instruction 2013 SAP AG or an SAP affiliate company. All rights reserved. 30

Demo SAP CVI & SAP Insight

SAP 360 Customer Demo 2 components SAP CRM Powered by SAP HANA Enhanced: Search performance Full search capabilities Database sizing SAP 360 Customer powered by SAP HANA High Performance Applications Account Intelligence Customer Value intelligence Audience Discovery & Targeting Sentiment Analysis Solution Portofolio On Demand Sales Service Social Collaboration (SAP JAM) Mobile Apps 2013 SAP AG or an SAP affiliate company. All rights reserved. 34

Conclusion

Benefits and Value Proposition True 360 view of the customer. Sales, service, social, collaboration Fast, real-time data Addresses existing CRM customers, big volume data / large transaction volume needs, prospects in search for CRM functionality Beautiful UI, consistent and up to date Easy anywhere, anytime access to relevant data On premise, On demand, Mobile 2013 SAP AG or an SAP affiliate company. All rights reserved. 36

SAP Social Media Analytics NetBase and SAP team-up Listen broadly across the social web Understand sentiment, conversation drivers, passion intensity (not part of 360 Customer. Source of data from analysis on the Web) Back 2013 SAP AG or an SAP affiliate company. All rights reserved. 39

2013 SAP AG or an SAP affiliate company. All rights reserved. No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG. The information contained herein may be changed without prior notice. Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors. National product specifications may vary. These materials are provided by SAP AG and its affiliated companies ("SAP Group") for informational purposes only, without representation or warranty of any kind, and SAP Group shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP Group products and services are those that are set forth in the express warranty statements accompanying such products and services, if any. Nothing herein should be construed as constituting an additional warranty. SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany and other countries. Please see http://www.sap.com/corporate-en/legal/copyright/index.epx#trademark for additional trademark information and notices. 2013 SAP AG or an SAP affiliate company. All rights reserved. 40