SAP Cloud for Customer Expert Session

Joeri Seghers (Expertum)

Steve Debruyne (Expertum)

Wim Verschoore (SAP)

It’s time to engage your customers like never before!

Expertum

History

Founded in April 2006 by 2 ex-SAP BeLux employees

Partnerships

Today

Team of 60+ SAP Experts and Project Managers

Mission

Exceed client expectations by providing top-quality expertise

Provide our people a safe environment for personal and professional growth

Strenght

Highly skilled & experienced SAP consultants in all SAP areas, combined with a wide industry knowledge in several domains

2

Expertum

8 areas of SAP Expertise

Innovation in Solutions & Technologies

SAP CRM on HANA

CRM- C4C

HCI

Strategic advise

3

Knowledge Management

- Product &

Service Development

Expertum

4

Agenda

The New Sales Context...

...Requires a New Approach: The SAP Cloud for Customer Solution

The Integrated Cloud for Sales Solution

Demo-time!

Let’s Recap The Key Benefits

How to Implement?

So What’s in it for You?

The next steps in SAP Cloud for Sales

5

Agenda

The New Sales Context...

...Requires a New Approach: The Cloud for Customer Solution

The Integrated Cloud for Sales Solution

Demo-time!

Let’s Recap The Key Benefits

How to Implement?

So What’s in it for You?

The next steps in SAP Cloud for Sales

6

Some facts and figures...

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

CUSTOMERS HAVE TAKEN CONTROL OF

THE BUYING PROCESS.

BETTER INFORMED

DIGITALLY CONNECTED

WILLING TO CHANGE

The New Sales Context...

of the buying process of a B2B buyer is completed before a first

interaction with sales.

57%

ONE THAT KEEPS SELLERS OUT UNTIL IT’S

ALMOST TOO LATE

SOURCE - CORPORATE EXECUTIVE BOARD

The New Sales Context...

IMPACTING YOUR

TOP LINE

FORECAST

The New Sales Context...

The New Sales Context...

of CRM deployments for Sales have poor user adoption.

YET YOUR SALES TOOLS DON’T DO WHAT YOU NEED

SOURCE: CHIEF SALES OFFICER

INSIGHTS

74%

Update my forecast

Did we send a quote?

Prospects’ preferences?

What’s the news on that customer?

Who’s the product specialist for that deal?

Accounts contacts?

Warm introduction?

What’s in my pipeline?

The New Sales Context...

Agenda

The New Sales Context...

...Requires a New Approach: The SAP Cloud for Customer Solution

The Integrated Cloud for Sales Solution

Demo-time!

Let’s Recap The Key Benefits

How to Implement?

So What’s in it for You?

The next steps in SAP Cloud for Sales

13

...Requires a New Approach: The Cloud for Customer Solution

Across Marketing, Sales, Service,

Commerce, Social & Mobile

Innovate In Cloud

With hybrid solutions, private cloud,

and end-to-end integration

Leverage On-Premise

To win in key industries

Verticalize

With predictive analytics powered by

HANA

Turn Insight Into Action

SAP CLOUD FOR CUSTOMER ENGAGEMENT

The Cloud for Customer Solution: overview of the suite

SAP HANA AS A

PLATFORM

HANA AS A

PLATFORM

SAP Cloud for Customer on HANA Cloud Platform

SAP Cloud for Social

Engagement

SAP Cloud for Sales

SAP Cloud for Service

HANA Cloud Integration

SAP ERP SAP CRM SAP BI

SAP Cloud for Marketing

Non SAP

Hana Cloud Portal

The Cloud for Sales Solution

SAP Cloud for Sales ENABLING THE STRATEGIC SELLER

• SALES PERFORMANCE MANAGEMENT Turn sales strategy into action to engage customers like

never before, drive revenue, and exceed goals and

objectives.

• COLLABORATIVE SELLING Make every sales interaction count by connecting sellers

and customers with the right content, insights, and experts

at every stage of the deal.

• SELLING THROUGH CONTACT CENTERS Make real-time offers to increase cross-sell and up-sell,

drive revenue, and improve satisfaction.

• BILLING REVENUE & INNOVATION

MANAGEMENT Monetize services with flexible pricing and revenue tools

The Cloud for Service Solution

SAP Cloud for Service DELIVERING SERVICE EXCELLENCE • MULTI-CHANNEL SERVICE

EXCELLENCE Instant, 360-degree view of customers across all

channels, and enable real-time collaboration to solve

complex cases.

• STREAMLINED SERVICE OPERATIONS Access a real-time view of operation status, key

performance indicators (KPIs), and customer feedback

for immediate adjustment and corrective action

• SERVICE-DRIVEN TOP-LINE GROWTH Leverage customer service interactions to cross-sell and

up-sell; bundle value-added service with products.

The Cloud for Social Engagement Solution

SAP Cloud for Social Engagement CONNECT EMPLOYEES AND CUSTOMERS ONLINE

• SOCIAL IN CONTEXT Be social and collaborate in the context of

business processes whether on external social

media or within your enterprise

• DEEP INSIGHTS Understand customers and concepts by turning

social media buzz into insight

• SCALABLE ENGAGEMENT Grow your capacity, not your team with powerful

tools to manage the scale and speed of social

The Cloud for Marketing

SAP Cloud for Marketing EMPOWERING THE MODERN MARKETER

• DATA-DRIVEN MARKETING Capitalize on data driven insights and make

intelligent business decisions to maximize the ROI

• AGILE MARKETING Market with speed and precision and convert on

market opportunities before they disappear

• ENGAGING CUSTOMER

EXPERIENCES Deliver engaging customer experience seamlessly

across multiple interaction channels

Agenda

The New Sales Context...

...Requires a New Approach: The SAP Cloud for Customer Solution

The Integrated Cloud for Sales Solution

Demo-time!

Let’s Recap The Key Benefits

How to Implement?

So What’s in it for You?

The next steps in SAP Cloud for Sales

20

The Integrated Cloud for Sales Solution

KNOW YOUR CUSTOMERS.

SELL LIKE THE BEST.

ENGAGE TO WIN.

BOTH BEAUTY AND BRAINS

SAP CLOUD FOR SALES

• Beautiful user experience

• Deep customer insight

• Flawless execution

The Integrated Cloud for Sales Solution

Real-Time Analytics • Dashboards & forecasting

• Configurable custom reports

• Account 360

• Mash-ups with SAP BW & Business Objects

Opportunity Management & Insight • Easy Lead, Opportunity & Activity

Tracking

• Competitor Insight

• Guided Selling

Groupware Integration • Full-Featured with 2-way

Sync

• Support for Microsoft

Outlook and Lotus Notes

Account Management & Intelligence • Fast Account & Contact Updates

• 360 Customer Intelligence

Integration • Pre-built integration to SAP ERP, SAP CRM,

SAP JAM, InsideView, Xactly and more

• Mashups with most other apps

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

Cloud for Sales functionalities

Agenda

The New Sales Context...

...Requires a New Approach: The SAP Cloud for Customer Solution

The Integrated Cloud for Sales Solution

Demo-time!

Let’s Recap The Key Benefits

How to Implement?

So What’s in it for You?

The next steps in SAP Cloud for Sales

23

Demo of Cloud for Sales

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1. Overview user interface C4C 2. First contact registration using

scan business card functionality 3. Execute direct mailing 4. Plan customer visit in outlook 5. Prepare and execute customer

visit

Overview user interface C4C

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1. Overview user interface C4C 2. First contact registration using scan

business card functionality 3. Execute direct mailing 4. Plan customer visit in outlook 5. Prepare and execute customer visit

• Homepage • Overview tabs • Quick create buttons

Brings information to you Ease-of-use of every screen

Quickly create items without leaving your current screen

First contact registration using scan business card functionality

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1. Overview user interface C4C 2. First contact registration using scan

business card functionality 3. Execute direct mailing 4. Plan customer visit in outlook 5. Prepare and execute customer visit

• Create lead using business card scanner • Add additional info/task to lead • Display new lead in C4C

One-scan registration Save lead with minimum of

info/input Immediate execution and follow-

up of tasks

Execute direct mailing

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1. Overview user interface C4C 2. First contact registration using scan

business card functionality 3. Execute direct mailing 4. Plan customer visit in outlook 5. Prepare and execute customer visit

• Create target group • Add members to target group and check e-mail address • Send direct mailing to target group • View results of direct mailing

Easy and fast way of creating

direct e-mail campaign

Dashboard to check success rate

of a direct e-mail campaign

Plan customer visit in outlook

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1. Overview user interface C4C 2. First contact registration using scan

business card functionality 3. Execute direct mailing 4. Plan customer visit in outlook 5. Prepare and execute customer visit

• Start work list from homepage • Check the visit plan • Plan visit to customer in Outlook

calendar • Check visit in Cloud for Customer

Visit plan reminds you when to

plan a customer visit No double calendar maintenance

thanks to the Outlook integration

Prepare and execute customer visit

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1. Overview user interface C4C 2. First contact registration using scan

business card functionality 3. Execute direct mailing 4. Plan customer visit in outlook 5. Prepare and execute customer visit

• Check upcoming activities from homepage

• Add preparation notes to visit

Clear view on upcoming visits Be prepared for your visit with

previous notes, predefined task/surveys or additional documents

Prepare and execute customer visit

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1. Overview user interface C4C 2. First contact registration using scan

business card functionality 3. Execute direct mailing 4. Plan customer visit in outlook 5. Prepare and execute customer visit

• Add notes during visit • Generate summary

Efficient way of on-the-spot

creation of visit report

Efficient way of generating

customer visit report for sales manager

Agenda

The New Sales Context...

...Requires a New Approach: The SAP Cloud for Customer Solution

The Integrated Cloud for Sales Solution

Demo-time!

Let’s Recap The Key Benefits

How to Implement?

So What’s in it for You?

The next steps in SAP Cloud for Sales

31

Let’s Recap the Key Benefits

Modern, user-friendly user interface

Minimum of input necessary to save data (lead, opportunity, prospect, account,...) in the system

No standard flows, fully customisable to YOUR salesproces

Fully integrated with Outlook, Social Media, ERP,...

Fully mobile solution (Ipad, Iphone)

Brings/pushes the real-time information to you and your salesteam through reports, feeds, social media content,...

Agenda

The New Sales Context...

...Requires a New Approach: The SAP Cloud for Customer Solution

The Integrated Cloud for Sales Solution

Demo-time!

Let’s Recap The Key Benefits

How to Implement?

So What’s in it for You?

The next steps in SAP Cloud for Sales

33

SAP Cloud Implementation Methodology

Agenda

The New Sales Context...

...Requires a New Approach: The SAP Cloud for Customer Solution

The Integrated Cloud for Sales Solution

Demo-time!

Let’s Recap The Key Benefits

How to Implement?

So What’s in it for You?

The next steps in SAP Cloud for Sales

35

So what’s in it for you?

Become/work more efficient

Be more prepared every time, anywhere you interact with your customer

Know more than your competitors

Give your sales reps an easy user experience they’ll love to use

Help your customers to win at their customers

Agenda

The New Sales Context...

...Requires a New Approach: The SAP Cloud for Customer Solution

The Integrated Cloud for Sales Solution

Demo-time!

Let’s Recap The Key Benefits

How to Implement?

So What’s in it for You?

The next steps in SAP Cloud for Sales

37

Thanks for listening!

Any questions?

More info:

info@expertum.net

www.expertum.net