Transformation = Differenzierung + Erfolg Frank Engelhardt VP Enterprise Strategy Salesforce [email protected]@engelhardtfrank Zürich, 18. Mai 2017 Willkommen im Zeitalter des Kunden! Thomas Göcke Head of Marketing & CRM KBA-Sheetfed Solutions [email protected]@thomasgoecke
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Transformation = Differenzierung+ Erfolgtransformamus.com/wp-content/uploads/2017/06/Differenzierung-un… · Transformation fmProduct to Digital Customer Engagements 1:1, Data-Driven,
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“Modebewusste Frauen wollen heute nicht nur jederzeit auch online einkaufen, sondern wunschen sich das ORSAY-typische Einkaufserlebnis uber jeden Kontaktkanal.”.
Von Mode-VerkaufZu Individuellem Shopping-Erlebnis
Kanalübergreifendepersonalisierte Ansprache
Eng verzahnte physische & digitale Welt
Vorhersagen von Vorlieben
Frédéric Pannatier, CIO
“Um persönliche Erfahrungeinzubringen, was unsere Kundenerwarten, mussten wir sie besserkennenlernen, ihre Bedürfnisse, ihreLeidenschaften, ihr Interesse und die Produkte in die sie sich verliebenkönnten”.
Von Uhren-Verkauf
Zu PersönlichemLifestyle-Erlebnis
Digitale EinbindungEinzelhändler
Aufbau Endkunden-Beziehung
“Hublotista Club” Community
CONNECTED
Thermostat mit Kunden
Thermostat mit Dienstleister
Kunden & Dinestleister mitHoneywell Community
Von Produkt & ReparaturZu Wohlklimatisierter Beziehung
Kunden: Sorgenfrei wohlklimatisiert. Zugang zu Wissen & Profis
Neue Service-Angebote. NeueWerte-Beziehung mit Kunden
“KBA will be the Leading Partner for the Printing and Packaging Industry and The Standard Across Industries for Customer Centricity, Innovative Solutions and Proactive Services.”Ralf Sammeck - CEO KBA-Sheetfed Solutions
Business Transformation
360°-View
Global Alignement
Mobile
Agile / Speed
Run Your Business From Your Phone
Service Cloud
KBA Community
Multiple Channels
Customer Centricity - Connected To Our Customers in a Whole New Way
New Products & Services
Customer Experience – Service Notifications
Service Notifications & Proactive Services
Eliminate Down-Time
New Products & ServicesCustomer Experience – Service Notifications
New Products & ServicesMonetize on Data
Transformation fm Product to Digital Customer Engagements1:1, Data-Driven, Proactive
Service for Customers (Performance Best Practices), Increased customer experience via Community
Proactiveservice
M2MConnection
Usage analytics
EfficiencyUpdates
24x7Diagnostics
Connected ProductCustomer Installed Base and Performance Reports (Press)
Assets
Documents related to Assets
Cases
Collaboration on Cases
Service ExcellenceCustomer Cases
End2End IoT based Service ProcessIncrease availability and eliminate unplanned downtime of our customers’ devices
Service Agent Field Technician CustomerDevice
Get a complete view of the Case and device situation
Fix problem remotely or create a Work Order and schedule a field technician
Reliable production
Performance improvement
Reduced maintenance spare parts, and stock cost
Pro-actively care for the assets before they fail
Perform guided repair during planned downtime
Failure detection prior to its occurrence
Automatic root cause analysis to derive necessary spare parts and tools
Solution Details Predictive Scenarios - KBA 4.0
§ Industrial asset insight (e.g. via community)§ Full Service Cloud integration
§ Anomaly detection, failure prediction and root cause detection to eliminate unplanned downtime
We’re Making Our Customers More ProfitableBy Utilizing Their Individual Machine Usage Data.