Week 1 Unit 1: Introduction

Introduction
Customer experience leaders outperform the market

107.5%
Cumulative Total Return

Customer
Experience
Leaders

72.3%
S&P 500 Index

27.6%
Customer
Experience
Laggards
8-Year Stock Performance of Customer Experience Leaders vs. Laggards vs. S&P 500 (2007-2014)
SOURCE: 2015 Watermark Consulting

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Introduction
Customers are hard to engage

SALE

SALE

SALE

99.76%

57%

60%

of online ads are ignored

of the buying process is

completed before a first
interaction with sales

of consumers abandoned
a purchase due to a poor
service experience

SOURCE: Google

SOURCE: Customer Executive Board

SOURCE: American Express Global Barometer

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Introduction
Customer behavior has changed in a digitized world

1990s

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TODAY

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Introduction
Customers script their own journey
WEB

DIGITAL ADS

RECEIVE
OFFER

DISCOVER
NEED

QSC SALES REP

SOCIAL

SHOP &
BUY

RESEARCH

POST
REVIEW

WEB
SHOP
CONTACT
CENTER

WORD OF
MOUTH

TV

EMAIL

WEB
SHOP
REVIEWS

MAKE
PAYMENT

TRACK
ORDER

SETUP
SETUP
PHONE
PHONE

RECEIVE
PACKAGE

MISSING
ITEM

SUPPORT
PORTAL

CHANGE
ADDRESS

SUPPORT
PORTAL

?
BRANDED
COMMUNITY
CONTACT
CENTER

NETWORK
ISSUE

CONTACT
CENTER
WEB
SHOP

CONTACT
CENTER

JOIN
GROUPS

?
SEARCH
KW/ADS

SOCIAL

PHONE
DAMAGE

RESTART
SERVICE

TERMINATE
SERVICE

RECEIVE
OFFER

QSC SALES REP

BILLING
ISSUE

SOCIAL

REFER
FRIENDS

CONTACT
CENTER
EMAIL

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RETAIL
STORE

SOCIAL

WORD OF
MOUTH

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Introduction
Transformation is difficult

JUST 12% OF
COMPANIES
CAN PROVIDE A
SEAMLESS HANDOFF BETWEEN
CHANNELS

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Introduction
Paradigm shift for a future CRM

1.

2.

3.

Blending service,
marketing, sales,
commerce

Omnichannel

Mobile first

4.

5.

6.

Data-driven &
contextual

Smart predictions

Front office &

back office

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Introduction
Questions you might ask yourself looking at your current CRM system
What does the digitization of data and interactions
mean for my business?
Do we engage with our customers in the right way and
do we meet their expectations?
Do I have real-time visibility into my customers and my
business?
How can the new and extended data help us serve our
customers even better?
Can we still be successful today with our current CRM
solution?

2016 SAP SE or an SAP affiliate company. All rights reserved.

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Introduction
Design the future of your CRM
1 What SAP Offers

2 Why It Makes Sense

3 How to Get There

Get familiar with the customer

engagement and commerce
portfolio offered by SAP.

Learn how your company can

make the most of the SAP Hybris
solutions portfolio.

Understand what can support you

to design the future of your CRM.

Identify transition possibilities and

how you can move from your
current SAP CRM installation into
the future.

2016 SAP SE or an SAP affiliate company. All rights reserved.

Learn about services available for

all phases of an upgrade or
migration project.
Get to know the available demo
systems.

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Introduction
Design the future of your CRM: Week 1
1 What SAP Offers

2 Why It Makes Sense

3 How to Get There

Get familiar with the customer

engagement and commerce
portfolio offered by SAP.

Learn how your company can

make the most of the SAP Hybris
solutions portfolio.

Understand what can support you

to design the future of your CRM.

Identify transition possibilities and

how you can move from your
current SAP CRM installation into
the future.

2016 SAP SE or an SAP affiliate company. All rights reserved.

Learn about services available for

all phases of an upgrade or
migration project.
Get to know the available demo
systems.

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Introduction
SAP customer engagement and commerce solutions
SEAMLESS customer journey
across all channels

WEB

MOBILE

IN STORE

CONTACT
CENTER

DIGITAL

MARKETPLACE

INTERNET
OF THINGS

SOCIAL

SMS

SEARCH

DIGITAL ADS

E-MAIL

PRINT

AGENT
TOOLS

SINGLE VIEW of the customer

INTEGRATED across sales,
service, marketing, & commerce
Specific to your INDUSTRY
AGILE and FLEXIBLE: Easy to
create customer-specific apps

INDUSTRIES

SALES

SERVICE

MARKETING

COMMERCE

PREDICTIVE ANALYTICS
SAP HANA CLOUD PLATFORM

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Introduction
Design the future of your CRM: Agenda week 1
1 What SAP Offers
Units in week 1:
Unit 2: Sales and Service in the Cloud
Unit 3: The Future of Marketing
Unit 4: New Generation Commerce
Unit 5: SAP CRM powered by SAP HANA

In these units, youll learn about the main capabilities of the current SAP customer engagement and
commerce solution portfolio, and will understand how these solutions may be the future of your current
CRM implementation.
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Introduction
Design the future of your CRM: Week 2
1 What SAP Offers

2 Why It Makes Sense

3 How to Get There

Get familiar with the customer

engagement and commerce
portfolio offered by SAP.

Learn how your company can

make the most of the SAP Hybris
solutions portfolio.

Understand what can support you

to design the future of your CRM.

Identify transition possibilities and

how you can move from your
current SAP CRM installation into
the future.

2016 SAP SE or an SAP affiliate company. All rights reserved.

Learn about services available for

all phases of an upgrade or
migration project.
Get to know the available demo
systems.

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Introduction
SAP CRM solutions have evolved
Improved Usability

Enterprise Collaboration

Rapid Deployment Solution

ERP Order Integration

Groupware Integration
Easy Personalization
SAP HANA Accelerators

CRM 4.0

Territory Mgmt
Pipeline
Performance
Management

Business
Communication
Management

CRM2007
CRM 7.0 incl.
SAP HANA

Loyalty Mgmt
Social Media Integration

High Volume Segmentation

Web-Based
User
Interface

Dashboards, Interactive Reporting

Improved
Quality/Performance
Data Quality Management

Sales
Marketing
Service

Market Development Funds

Retail App

(SAP GUI/
PC UI)

Handheld Solutions for (Field) Sales

Web Service Enablement
Shared Service Center

Workforce Management

Trade Promotion Mgmt.

Account Organization

lT Service Mgmt

ITIL Compliance
2016 SAP SE or an SAP affiliate company. All rights reserved.

Real-Time
Offer Mgmt
(RTOM)

Core enhancements across

Sales, Service, Marketing

Marketing Permission Mgmt

Comprehensive
Industry Capabilities

Reduced Complexity

(Investigative)
Case Management

Smart end-to-end processes,

new capabilities/solutions

Residential Customer Care

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Introduction
Earlier versions of SAP CRM are out of maintenance

SAP CRM 7.0 is in Mainstream Maintenance until 2025

All other SAP CRM versions are now in Customer-Specific Maintenance (see note 52505 for details)
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Introduction
New deployment options: Cloud and on-premise
SAP CRM

Cloud Solutions
Public Cloud

Hybrid

On-Premise Solutions

lower

Upfront investment

higher

lower

Time to go-live

higher

lower

Technical skill set required (e.g. SAP HANA)

higher

higher

Speed of innovation (e.g. adoption of new versions)

lower

lower

Flexibility around extensibility

higher

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Introduction
Design the future of your CRM: Agenda week 2
2 Why It Makes Sense
Units in week 2:
Unit 1: Bring Your Sales to the Next Level
Unit 2: Leverage Your Omnichannel Commerce Strategy
Unit 3: Improve the Way You Manage Your Services
Unit 4: Empower Your Marketing

Unit 5: Remodel Your Contact Center

In these units, youll learn about what the key aspects to identify the best future solution are to
support the processes of your current CRM:
Possible solution and deployment options per scenario (e.g. Sales, Service, etc.)
Comparison of identified possible transition solutions
Integration aspects to consider
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Introduction
Design the future of your CRM
1 What SAP Offers

2 Why It Makes Sense

3 How to Get There

Get familiar with the customer

engagement and commerce
portfolio offered by SAP.

Learn how your company can

make the most of the SAP Hybris
solutions portfolio.

Understand what can support you

to design the future of your CRM.

Identify transition possibilities and

how you can move from your
current SAP CRM installation into
the future.

2016 SAP SE or an SAP affiliate company. All rights reserved.

Learn about services available for

all phases of an upgrade or
migration project.
Get to know the available demo
systems.

Public

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Introduction
How to get there

Understand what SAP offers for the different

support programs

Product
Knowledge

SAP Premium Engagement

SAP Preferred Care

Experts
Access

SAP Enterprise Support

during the complete lifecycle of a project:

Advisory

Best Practices
40+ Years of
Expertise

Assessments
Discover / Prepare

Explore / Realize / Deploy

Support
Services

Run & Optimize

Integration
Knowledge

and much more

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Introduction
Design the future of your CRM: Agenda week 3
3 How to Get There
Units in week 3:
Unit 1: Plan Your Innovation
Unit 2: Build Your Solution
Unit 3: Run Your Business
Unit 4: Demos and Trial Systems

In these units, youll learn about SAP services and programs that provide guidance and support
in a future transition project:
Available services and programs that provide support during the different phases of an upgrade or
migration project
Available system demos to get a first impression

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Introduction
Why redefine CRM?

TECHNOLOGY CUSTOMERS ARE

IS CHANGING CHANGING THE
THE GAME. RULES.
Redefine your CRM solution
to remain a customer
experience leader!

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Thank you

Contact information:
open@sap.com

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