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DIGITAL
TRANSFORMATION
THINKING BEYOND CRM
Dr. Volker G. Hildebrand
Global Vice President, Customer Engagement
and Commerc...
CUSTOMERS ARE
CHANGING THE
RULES.
TECHNOLOGY
IS CHANGING
THE GAME.
DIGITAL
TRANSFORMATION
IS DISRUPTING
YOUR BUSINESS
“Amazon: Now it’s disrupting a heck
of a lot more than bookstores”
SF Chronicle, March 13, 2016
“Under Armour:
Silicon Val...
Q: SO, WHO IS THIS
DISRUPTOR?
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...
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 Tra...
2 out of 3 companies
believe that their CRM
system does not support
their future needs for
customer engagement
Global Cent...
IT’S TIME TO MOVE
BEYOND CRM…
ENGAGE WITH
YOUR CUSTOMER
WHEN 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 : In...
BEYOND
SERVICE
CUSTOMER SUPPORT BEFORE,
DURING AND AFTER PURCHASE
GOING DIGITAL:
BLENDING UN-ASSISTED WITH
ASSISTED SERVIC...
BEYOND
MARKETING
ONE-TO-ONE MARKETING
AT SCALE
CONTEXT IS KEY
DATA IS THE FUEL
Source : “The Contextual Marketing Imperati...
Source: Forrester 2015
BEYOND
SALES
SMART ENGAGEMENTS
- ANYTIME, ANYWHERE
OMNICHANNEL SELLING
SALES EFFECTIVENESS: MORE
TI...
Communities
Sales PeopleSocial
Service & Support
The New Omnichannel Customer Journey
Marketing
Commerce
Billing &
Payment...
IT’S SIMPLE:
ENGAGE YOUR CUSTOMERS LIKE
NEVER BEFORE
ServiceCommerce SalesMarketing
SAP HYBRIS CUSTOMER ENGAGEMENT SOLUTIO...
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Digital Transformation: Thinking Beyond CRM

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Digital Transformation is disrupting your business. If you go no further than "uber-ing" a ride to airport, ordering a product from Amazon, you'll know that business as usual doesn't apply.

74% of executives believe that digital transformation is about improving value for customers. Volker Hildebrand of SAP Hybris explains what it means and how going Beyond CRM enables you to engage better with customers - in his Keynote from #CRM2016 - CRM Insider.

For more about CRM see: http://www.sap.com/beyondCRM

Veröffentlicht in: Business
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Digital Transformation: Thinking Beyond CRM

  1. 1. DIGITAL TRANSFORMATION THINKING BEYOND CRM Dr. Volker G. Hildebrand Global Vice President, Customer Engagement and Commerce, SAP Hybris
  2. 2. CUSTOMERS ARE CHANGING THE RULES. TECHNOLOGY IS CHANGING THE GAME.
  3. 3. DIGITAL TRANSFORMATION IS DISRUPTING YOUR BUSINESS
  4. 4. “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
  5. 5. Q: SO, WHO IS THIS DISRUPTOR? A: IT’S THE CUSTOMER
  6. 6. CUSTOMERS CAN RECOGNIZE A STUPID INEFFICIENT SYSTEM WHEN THEY SEE IT Kevin Harrington, Forbes 2014
  7. 7. 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
  8. 8. Reliability Real-time Convenience IT’S ALL ABOUT THE CUSTOMER EXPERIENCE Relevance
  9. 9. 74% of executives believe that digital transformation is about improving value for customers Global Center for Digital Transformation – IMD and Cisco Initiative
  10. 10. 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%
  11. 11. IT’S TIME TO MOVE BEYOND CRM…
  12. 12. ENGAGE WITH YOUR CUSTOMER WHEN AND WHERE IT MATTERS
  13. 13. Support customers even before they buy Blend commerce with online communities
  14. 14. 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
  15. 15. 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%
  16. 16. 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%
  17. 17. 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.
  18. 18. Communities Sales PeopleSocial Service & Support The New Omnichannel Customer Journey Marketing Commerce Billing & Payment Deliver on your promise
  19. 19. IT’S SIMPLE: ENGAGE YOUR CUSTOMERS LIKE NEVER BEFORE ServiceCommerce SalesMarketing SAP HYBRIS CUSTOMER ENGAGEMENT SOLUTIONS

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