Digital Transformation: Thinking Beyond CRM

DIGITAL TRANSFORMATIONTHINKING BEYOND CRMDr. Volker G. HildebrandGlobal Vice President, Customer Engagement and Commerce, SAP Hybris

CUSTOMERS ARE CHANGING THE RULES.

TECHNOLOGY IS

CHANGING THE GAME.

DIGITAL TRANSFORMATIONIS DISRUPTING YOUR BUSINESS

“Amazon: Now it’s disrupting a heck of a lot more than bookstores”

SF Chronicle, March 13, 2016

“Under Armour: Silicon Valley’s Latest Threat”

Forbes / Tech, September 13, 2015

FACTS – NOT FICTION

“Rogue T-Mobile Relishing Role as Wireless Disruptor”

Bloomberg, January 8, 2016

“Uber – The future of new business is disrupting old business”

Washington Post, April 4, 2014

Q: SO, WHO IS THISDISRUPTOR?

A: IT’S THE CUSTOMER

CUSTOMERS CAN RECOGNIZE A STUPID INEFFICIENT SYSTEM WHEN THEY SEE IT

Kevin Harrington, Forbes 2014

COMPANIES DON’T UPEND MARKETS – CUSTOMERS DO

THEY CARRY THE POWER OF THE INTERNET IN THEIR POCKETS WHEREVER THEY GO

IF YOU ARE FIGHTING ALONE YOU HAVE NO CHANCE OF SUCCESS

YOU NEED TO ENLIST CUSTOMERS TO HELP YOU CHANGE THE GAME

Kevin Harrington, Forbes 2014

THE REAL LESSON FROM UBER

Reliability

Real-time Convenience

IT’S ALL ABOUT THE CUSTOMER EXPERIENCE

Relevance

74% of executives believe that digital transformation is about improving value for customers

Global Center for Digital Transformation – IMD and Cisco Initiative

2 out of 3 companies believe that their CRM system does not support their future needs for customer engagement

Global Center for Digital Transformation – IMD and Cisco Initiative

61%

IT’S TIME TO MOVE BEYOND CRM…

ENGAGE WITH YOUR CUSTOMERWHEN AND WHERE IT MATTERS

Support customers even before they buy Blend commerce with online communities

BEYOND COMMERCE

SHOPPING EXPERIENCE MATTERS – ONLINE & OFFLINE

PERSONALIZATION IS KEY

DELIVER ON YOUR PROMISES

Source : Industrial Internet: Pushing Boundaries of Minds and Machines

Contribution to the global GDP by the shift to digital channels over the next fifteen years

$15 Trillion

BEYOND SERVICE

CUSTOMER SUPPORT BEFORE, DURING AND AFTER PURCHASE

GOING DIGITAL: BLENDING UN-ASSISTED WITH ASSISTED SERVICE

FLAWLESS FIELD SERVICE

Source : Forrester 2016

Abandon purchase if they can’t find quick answer to their questions

53%

BEYOND MARKETING

ONE-TO-ONE MARKETING AT SCALE

CONTEXT IS KEY

DATA IS THE FUEL

Source : “The Contextual Marketing Imperative”, Forrester Oct 2015

Of marketers prioritize customer experience through personalization

91%

Source: Forrester 2015

BEYOND SALES

SMART ENGAGEMENTS- ANYTIME, ANYWHERE

OMNICHANNEL SELLING

SALES EFFECTIVENESS: MORE TIME TO SELL

Over 1 million fewer B2B sales reps will be employed in 2020 as compared to today.

Communities

Sales PeopleSocial

Service & Support

The New Omnichannel Customer Journey

Marketing

Commerce

Billing & Payment

Deliver on your promise

IT’S SIMPLE: ENGAGE YOUR CUSTOMERS

LIKE NEVER BEFORE

Service

Commerce

SalesMarketing

SAP HYBRIS CUSTOMER ENGAGEMENT SOLUTIONS