PUBLIC
Ivan Grujović, Head of PreSales, SAP South East Europe
USKUS Conference, Belgrade, December 6, 2018
SAP C/4HANAJoin the Customer Experience Revolution
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The information in this presentation is confidential and proprietary to SAP and may not be disclosed without the permission
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or release any functionality mentioned therein. This document, or any related presentation and SAP's strategy and possible
future developments, products and or platforms directions and functionality are all subject to change and may be changed
by SAP at any time for any reason without notice. The information in this document is not a commitment, promise or legal
obligation to deliver any material, code or functionality. 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. This document is for informational purposes and may not be incorporated into a contract. SAP assumes
no responsibility for errors or omissions in this document, except if such damages were caused by SAP´s willful misconduct
or gross negligence.
All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differ
materially from expectations. Readers are cautioned not to place undue reliance on these forward-looking statements, which
speak only as of their dates, and they should not be relied upon in making purchasing decisions.
Legal disclaimer
This presentation and SAP‘s strategy and possible future developments are subject to change and may be changed by SAPat 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
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Are you focused on the competition….
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...or the customer?
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Customers’ expectations
from your brand
Connect with me
as a real person
Deliver on your
Promises
Protect
my data
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“We no longer sell
appliances, we sell better
taste to our customers.”
“We want to put the
customer at the center,
not the transaction or
booking.”
“The passenger on the
bus we manufactured is
our customer, not just
the driver or buyer.”
“The personal shopping
experience starts with the
parking space.”
Appliances manufacturer
Customer experience is at the top
of the board room agenda
Global airline
Department store
Automotive company
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Single view of customerCustomer at the center of
the business (B2B2C)
Customers for lifeFrom selling products to
subscription services
Trusted dataData necessary for personalization and
with data privacy protected
Holistic customer experience
Connecting front and back office
Five forces of digital disruption
Digital firstGlobal scale and adoption of new digital businesses
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How does Customer Experience fit into the Intelligent Enterprise?
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SAP Customer Experience & C/4HANA – Helping customers connect with purpose
CustomerExperience
Manufacturing& Supply Chain
Digital Core People
Engagement
Network & SpendManagement
DataManagement
CloudPlatform
Intelligent Technologies
SAP
C/4HANA
SAP Commerce
Cloud
SAP Sales
Cloud
SAP Customer
Data Cloud
SAP Service
Cloud
SAP Marketing
Cloud
Build trusted relationships
Create powerful connections, streamline lead to cash
Deliver contextually relevant brand experiences
Drive more deals via personalized commerce experiences
Delight customers with optimal service experiences
SAP C/4HANA is the
largest development
initiative inside SAP
Hasso Plattner
Chairman Supervisory Board of SAP SE
“
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Service
Cloud
Sales
Cloud
Marketing
CloudSAP
C/4HANA
Customer Data Cloud
APIs based Open
Ecosystem
Harmonized
User Experience
Platform
Services
Extensibility and Integration
with back office systems
Commerce
Cloud
End-to-End
Processes
Suite Intelligence
and Analytics
Business and Master
Data Services
5 Clouds and 7 Suite Attributes
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SAP C/4HANA
Harmonized user experience
Embedded AI
everywhere
powered by
SAP Leonardo
Content from multiple
applications aggregated in
unified screen via Cloud
Widgets
Full view of customer
Customer Profile
Marketing Cloud: visibility of
customer interactions across
channels
Service Cloud: all customer
services tickets and touch
points in one place
Sales Cloud: all sales
interactions and purchase
history
Customer Data Cloud:
Single View of the
Customer based on
ConsentArtificial Intelligence
Integration with
Digital Core
S/4HANA
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Unidentified to Identified
ContactLead Opportunity Quote
Customer Order
Contract / Order
ManagementFulfillment Invoicing*
SAP C/4HANA SAP S/4HANA
From Lead to Cash: Delivering what our competition can’t do
End to End Customer Experience* Agile billing solution in C/4HANA
Integration of Front Office (SAP C/4HANA) to Digital Core (SAP S/4HANA) to deliver end to end processes
From Lead to Cash: Delivering what our competition can’t do
End to End
Customer Experience
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SAP C/4HANA Foundation
Business and Master Data Services (Common Master Data)
Supply Chain
Billing
Commerce
Marketing
Sales
SAP S/4HANA
Supply Chain
Billing
Commerce
Marketing
Sales
SAP S/4HANA
Customer, …
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Leveraging SAP Analytics Cloud (SAC)
Suite Intelligence and Analytics
SAP Marketing Cloud
Market with Intelligence
in the Moment
SAP Customer Data Cloud
Build Customer Trust and Loyalty
SAP Commerce Cloud
Personalized Shopping
Experience across Touchpoints
SAP Service Cloud
Effortless service experiences
with end-to-end Interaction-to-
Resolution
SAP Sales Cloud
Build Relationships and guide
Customers throughout their
journeyPowered by
SAP Analytics Cloud
Intelligent Digital
Boardroom
Customer 360
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SAP C/4HANA
Platform Services
C/4HANA Portal
C/4HANA Intelligent Suite Orchestration
C/4HANA Reuse Services
C/4HANA Common Identity
C/4HANA CDN
C/4HANA Platform Services offers a
cluster of several solutions to accelerate our
Suite vision:
• Portal to administer and manage our
Solutions in one stop shopping
experience
• Suite Orchestration to ease system
provisioning process and onboarding
• Reuse Services and Common Identity
to bring one single view of our golden
Customer master data and sign on
capabilities
• CDN for good performance experience
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SAP Cloud Platform Extension Factory (powered by Kyma Open Source)
Extensibility and Integration with back office systems
MKT SVCCOM ...
SAP Cloud Platform Extension Factory (based on Open Source project “Kyma”)
Customization code in central place, cloud-native, ultra-scalable, rapid deployment,
based on containers/Kubernetes (project “Gardener")
SAP S/4HANA ...External
app ...
Other Apps
APIs and Events
MarketplaceMaster Data Services
(consistent customer
master data)
Core Components(server-less, message bus)
SAP C/4 HANA
SAP Cloud Platform Benefits
Speed and Agility Innovation Accelerator
Low TCO Openness
Connect everything across
heterogeneous stacks
Built for the
scaled-up future
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ExtendCloud & On-PremApps
ExperiencePeople & Data
BuildDifferentiating Digital Apps
IntegrateApps, Data & Processes
Live Virtual Machines60k
Trial accounts365k
Managed databases
10K+Data centers 7x24
17+
Partners1,300+apps on SAP App Center1,500+with
zero downtime releasesBiweekly
Integration customers5kIncrease over last 2 years+230%
Developers use API Hub14k12000+ Customers
SAP Cloud Platform
APIs based Open Ecosystem
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One Agile Commerce Cloud platform for B2X
Key Differentiators
1. Single Platform. Leading Gartner Magic Quadrant
for 5 consecutive years in B2B, B2C, B2B2C
2. Comprehensive Suite. CMS, OMS, PIM, and
advanced context-driven services
3. Innovative Open Architecture. Open, public and
extensible microservices cloud platform
Business Benefits
1. Lower TCO and implementation time and out-of-the-box
modularity with synchronized maintenance and updates
2. Increase operational efficiency and map to business
KPIs like Conversion and Average Order Value
3. Unmatched uptime, performance, scaling, disaster
recovery capabilities
SAP Commerce
Cloud
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Key Differentiators
1. Organic AI and Machine Learning for use cases like
buying propensity, brand impact and augmented shopping
2. Marketing Resource Management (MRM) with closed-
loop budgeting, performance and multi-touch attribution
3. Native integration with Commerce and Customer Data
Clouds for real-time personalization and trusted
experiences
Business Benefits
1. Respond to what customers want with personalized and
contextual experiences increasing Conversion
2. Reducing Marketing operations costs by managing
marketing plans and budgets centrally
3. Create lifetime customer relationships by adopting data
privacy regulations and data security
Marketing Cloud is a Trusted Source of Business
SAP Marketing
Cloud
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Effortless Customer & Field Service
Key Differentiators
1. Crowd Service Marketplace: adding partners and
freelancers to your service resource pool
2. Deep and out-of-the-box integration with SAP ERP,
Smart analytics and IoT for proactive service
3. Self-supporting customers with self-service, powered
by AI and chatbots
Business Benefits
1. Improve operational efficiency, speed to reach new
markets and profitability
2. Downtime reduction and breakdowns prevention to
increase assets performance
3. Better Customer satisfaction with faster response times
SAP Service
Cloud
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Business Benefits
1. More time to sell. Productivity, visibility of compensation,
and higher adoption of the CRM system.
2. Revenue and Margin growth with faster Sales Rep on-
boarding, less errors, deal velocity, upsell and cross-sell
3. Single place for learning, enablement, coaching, pipeline,
forecasting and analytics
4. Complete view of the customer supporting Direct to
Consumer and all business models like Modern Trade,
Marketplaces or Traditional Stores
A new era of engagement with SAP Sales Cloud
Key Differentiators
1. Sales Performance Management Magic Quadrant Leader
5 consecutive years, over 5.6 million sales professionals
2. Scalable CPQ for end-to-end simplified quotation process,
customer specific pricing and complex configurations
3. Unparalleled functionality in AI-based predictive
forecasting, rich mobile online and offline access, with
elearning, enablement and coaching
4. Perfect Store. Powerful Consumer Products sales engine
with Retail Execution and Subscription Billing
SAP Sales
Cloud
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Key Differentiators
1. Identity and Access Management : Gartner and
Forrester leader last 3 years, 1 billion profiles
2. Universal Customer Driven Consent and
Preference across all channels and all brands
3. Progressive profiling with integration of data from
SAP C/4HANA and SAP S/4HANA, and Open Data
Initiative with Microsoft and Adobe
Business Benefits
1. Full end-to-end support for customer registration with
web-scalability, performance, and reliability
2. Empowering customers with control over their data by
supporting GDPR data privacy for B2C and B2B
3. Convert unknown users to Known, improve Marketing and
Commerce performance with customer-provided data
Customer Trusted Data Paradigm
SAP Customer Data
Cloud
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Measurable business value to our customers
+45%Increase in Time Customers
Spent on Website
SAP Marketing
+15%Online Conversion Rate
SAP Commerce Cloud
-66%Reduction in Calls Needed to
Resolve Customer Inquiries
SAP Service Cloud
+30-40%Expected Revenue Growth
SAP Sales Cloud
+119%Pipeline Increase Due to More
Effective Marketing Activities
SAP Sales Cloud
+94%Online Revenue Increase for
Wholesale Brand
SAP Commerce Cloud
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Solutions scale with our customers
2 BillionPersonalized Interactions
SAP Marketing Cloud
51 Million Service Tickets
SAP Service Cloud
224 TrillionCommissions Transactions
SAP Sales Cloud
1.3 BillionIdentities Managed Daily
SAP Customer Data Cloud
5.6 MillionSales Professionals
SAP Sales Cloud
40 MillionLearning Modules Completed
SAP Sales Cloud
Source: Internal Customer KPIs
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We have a huge network of customer references & use cases to leverage
“I just rolled out Japan in two weeks! I
could never do that with Demandware
or any other vendor for that matter.”
Charlie Cole, Digital Officer
TUMI
“The SAP Hybris Marketing solution
provides us with a powerful capability
to collate, analyze, and act upon
granular customer data for the first
time.”
James Stone, GM Global Enterprise Solutions
ASICS
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To this:
• Unified front-office functions
• Connected front-office and back-office operations
• Optimized, customer-centric end-to-end processes
Businesses can evolve from this:
• Disconnected front-office functions
• Disconnected front-office and back-office operations
• Broken, disjointed customer processes
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Why choose SAP C/4HANA
Transform your
business faster
Build trusted
relationships
Create great
experiences, every time
Keep up with your
customers
SAP C/4HANA was built to
help you thrive in an economy
where products are
becoming services.
Create a series of moments
which feel genuine and inspire
trust. SAP C/4HANA gives
customers control over their
data and how it’s used, sold,
or marketed.
SAP C/4HANA breaks down
silos – and empowers
employees across every
department to create simpler,
personal, and more helpful
connections with customers.
Our customer experience
software provides rich
microservices for extension
and integration – to
bring consumer-driven
innovation to market in record
time.
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New horizons with SAP Customer Experience