2. Legal Disclaimer
The information in this presentation is confidential and proprietary to SAP and may not be disclosed without the
permission of SAP. This presentation is not subject to your license agreement or any other service or subscription
agreement with SAP. SAP has no obligation to pursue any course of business outlined in this document or any related
presentation, or to develop 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 on 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,
and shall have no liability for damages of any kind including without limitation direct, special, indirect, or consequential
damages that may result from the use of this document. This limitation shall not apply in cases of intent 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.
CONFIDENTIAL
3. Digitally Connected
79%
of customers spend at least 50% of
total shopping time researching
products online.
EMPOWERED
CUSTOMERS ARE
Socially Networked
53%
of customers abandoned an in-
store purchase due to negative
online sentiment.
Better Informed
59%
of customers are willing to try a
new brand to get better customer
service.
4. EVERY MINUTE
OF EVERYDAY
of YouTube uploads
48 hrs
new mobile web users
217
Wordpress blog posts
347
new websites
571
Foursquare check-ins
2,083
Flickr photos
3,125
Instagram photos
3,600
Email messages
204,167,667
Google queries
2,000,000
Facebook shares
684,478
Consumers spend
$272,070
Twitter tweets
100,000
Apple app download
47,000
Facebook likes
34,722
SOURCE: DOMO, INC.
61,141
hours of music uploaded
7. 57%
of the buying process is completed
before a first interaction with sales.
SOURCE – CUSTOMER EXECUTIVE BOARD
IT CREATES A NEW KIND OF
THINKING AROUND SALES
8. 86%
of customers are willing to
pay more for a better
customer experience
SOURCE – AMERICAN EXPRESS GLOBAL CUSTOMER BAROMETER
AND RAISES THE STAKES FOR
CUSTOMER SERVICE
9. CUSTOMER
EXPERIENCE LEADERS
OUT PERFORM THE
LAGGARDS
Over a recent five-year period during which the
S&P 500 was flat, a stock portfolio of customer
experience leaders grew 22%. During this time,
Forrester found that those companies who
performed poorest in the Customer Experience
Index also performed poorest in terms of stock
performance.
SOURCE: FORRESTER RESEARCH 2012
+22% - 46%
16. SAP Customer Engagement Solutions
Line of Business Functionality
SOCIAL MARKETINGSERVICESALES
INDUSTRY
CLOUDS
17. SAP Customer Engagement Solutions
Delivering Deep Insights, Great Experiences, and Flawless Execution
PREDICTIVE ANALYTICS
HANA CLOUD PLATFORM
INDUSTRIES
SALES SERVICE COMMERCEMARKETING SOCIAL
WEB SOCIAL
CHANNELS
POSCONTACT
CENTER
DIGITAL GOODSMOBILE INTERNET OF
THINGS
CONTENT
CENTER
MARKET
PLACE
EMAIL MARKETING
CHANNELS
18. Real-Time Analytics
• Dashboards & forecasting
• Configurable custom reports
• Account 360
• Mash-ups with SAP BW & Business Objects
SELL LIKE THE BEST AND ENGAGE TO WIN
ENABLING THE STRATEGIC SELLER
Opportunity Management & Insight
• Easy Lead, Opportunity & Activity Tracking
• Guided Selling, tailored sales methodology
• Competitor Insight
Groupware Integration
• Full-Featured with 2-way
Sync
• Support for Microsoft
Outlook, Google Gmail, &
Lotus Notes
Account Management & Intelligence
• Fast Account & Contact Updates
• 360 Customer Intelligence
Integration
• Pre-built enterprise integration to SAP ERP,
SAP CRM, SAP JAM, InsideView, Xactly and
more
• Supports Mashups for easy web integration
Productivity & Personalization
• Flags
• Tags
• Shelf
Collaboration & Social
• Feeds, Followers and @mentions
• Internal, Customers, Partners
• Deal Sites
• Social Selling
• Quick Creates
• User-Defined Fields
• Workflow
Mobile
• Complete mobile apps, no extra cost
• Support for iPad, iPhone, Blackberry & Android
20. SAP CLOUD FOR CUSTOMER
POWERS LEADING BRANDS ACROSS INDUSTRIES
MANUFACTURING CONSUMER
PRODUCTS & LIFE
SCIENCES
RETAIL &
WHOLESALE
HIGH TECH &
TELCO
MEDIA, SPORTS
ENTERTAINMENT,
TRAVEL
SERVICES & PUBLIC SECTOR
The image part with relationship ID rId9 was
21. ATAGLANCE
Objective
Equip sales teams to engage with new
customers and penetrate new markets while
managing increasing customer and buying
process complexity.
Solution
SAP Cloud for Sales Retail Execution
Benefits
More effective activity planning and visit
execution with the ability to take orders and
execute trials on the spot. Better lead, account,
and pipeline management.
Jean-Marc Duvoisin
CEO, Nestlé Nespresso SA
Nespresso maintains a direct dialogue with our consumers
and Club Members. Worldwide they interact with us through
an array of consumer contact points. SAP Cloud for Sales
allows us to focus on delivering the ultimate coffee
experience to our consumers.
“
”
22. Pierre Bourbonnière
Head of Marketing
At STM our marketing objectives are to generate
additional ridership and non-fare revenue. To do this
we realised we needed to engage better with our
existing customers and provide a better user
experience, information, and value.
“
”
Objective
Transform STM’s one-to-one marketing
strategy to drive loyalty and improve the
customer experience through fare and route
advice, and geo-localized partner rewards.
Solution
SAP Precision Marketing
Benefits
Increased fare revenue from greater ride
frequency and non-fare revenue from partner
ecosystem
ATAGLANCE
23. Krissy Espindola
Director, Knowledge Management & Social
Customer Support
Looking at our results with social engagement, the ROI
is tremendous. We are getting a 94% resolution rate
as compared to our usual 11-12%. We are seeing
tremendous ROI servicing our customers on social
using these tools.
“
”
Objective
Take on larger rivals by providing a delightful
social media experience
Solution
SAP Social Media Analytics by NetBase SAP
Cloud for Social Engagement
Benefits
Meet increasing demand for social media
interaction without scaling team. Reduced
churn. More cost-effective customer acquisition
with marketing messages based on social
buzz.
ATAGLANCE
24. ► Facilitate seamless, end-to-end business processes across CRM and ERP (incl. risk management, cash flow forecasting…)
► Improve data quality across lead-to-cash process (while ensuring highest level of data security)
► Drive CRM tool adoption through an advanced user interface, mobile enablement and data enrichment
BETTER ENGAGE WITH CLIENTS AROUND THE GLOBE WITH SAP CLOUD FOR SALES AND SAP CRM
à Single instance for 60,000 users in 100+ countries to enable global opportunity, contact, activity and relationship mgmt.
25. Boston Scientific
► Support entire day-to-day business (account & contact management, lead identification, opportunity & ‘project’/bid mgmt.)
► Flexible solution to adapt to diverse selling models & provide real-time insight into customers (ECC, CRM, BW)
► Drive sales efficiency and effectiveness through an advanced user interface and mobile enablement (all iPad)
IDENTIFY SALES OPPORTUNITIES & BETTER ENGAGE WITH CUSTOMERS WITH SAP CLOUD FOR SALES
à Single instance for 5,000+ users globally to enable entire day-to-day business of sales reps
