The New Battle Field for the Customer - AUSAPE · Alfonso Cossío –Country Manager SAP Customer...
Transcript of The New Battle Field for the Customer - AUSAPE · Alfonso Cossío –Country Manager SAP Customer...
Alfonso Cossío – Country Manager SAP Customer Experience
6th of June, 2019
SAP Customer Experience
The New Battle Field for the Customer
2PUBLIC© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ
The information in this presentation is confidential and proprietary to SAP and may not be disclosed without the permission
of SAP. Except for your obligation to protect confidential information, 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 presentation or any related document, or to develop or release any functionality mentioned therein.
This presentation, or any related document 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 presentation is not a commitment, promise or legal obligation to deliver any material, code or
functionality. This presentation 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 presentation is for
informational purposes and may not be incorporated into a contract. SAP assumes no responsibility for errors or omissions
in this presentation, except if such damages were caused by SAP’s intentional 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.
Disclaimer
INTERNAL© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Still today, companies are far from delivering to customer expectations
80% delivering a superior customer experience
Companies’
perspective
8% agree
Customers’
perspective
Source: BAIN, “Closing the Delivery Gap”, 2005
EXPERIENCE GAP
75% are customer centric
Companies’
perspective
30% agree
Customers’
perspective
Source: Capgemini, “The Disconnected Customer”, 2017
EXPERIENCE GAP
INTERNAL© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ
In today’s world – more than ever - Experience Matters
Source: PwC, “Experience is Everything”, 2018
73%of consumers point to
customer experience as a
key factor in their
purchasing decisions.
65%find a positive experience
with a brand to be more
influential than great
advertising.
When do consumers stop
interacting with a brand they love?
After one bad
experience
After several
bad experiences
32%
48%
INTERNAL© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ
We have entered into the Experience Economy
Engage
SellMarket Serve
Transactional Economy
Experience Economy
Customer
Experience
Management
INTERNAL© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Succeeding in the Experience Economy requires mastering Customer
Experience Management
Engage
SellMarket Serve
Transactional Economy
Experience Economy
Customer
Experience
Management
Win BackRetain
So, what do brands need to do in order to
succeed in the Experience Economy?
INTERNAL© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Customers are willing to maintain long lasting relationships with
companies that they trust
TRUST
SO HOW DID YOU
MANAGE TO GET
MY PERSONAL DATA?
Ummm, it
must have
been an error
INTERNAL© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Customers want their voice to be listened and companies to react
on their claims
TRUST
LISTEN
We are so
interested in
your feedback
I ALREADY SENT 3
EMAILS WITHOUT
RESPONSE FROM
YOUR COMPANY
INTERNAL© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Customers are expecting strong connections from their favourite
brands, providing deep engagement in return
TRUST
LISTEN
CONNECT
I
YOUR
PRODUCTS
What’s your
name, again?
INTERNAL© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Customers expect their favourite brands to be relevant for themTRUST
LISTEN
CONNECT
BE RELEVANT
We have a
fantastic
offer for you!
BUT ALL THIS
IS OUT OF MY
INTERESTS!!!
TRUST
LISTEN
CONNECT
BE RELEVANT
Service
Cloud
A best-in-breed suite to deliver the next generation Customer Experience
Creating Trusted
Relationships with Customers
• Customer identity
• Consent
• Profiling
Engaging with Customers thru
excellence in service
• Multichannel customer service
• Field service management
Marketing
Cloud
Sales
Cloud
Customer Data Cloud
Commerce
Cloud
Enabling Sales Excellence
• Sales performance management
• CPQ & Commisions
• Sales reps enablement
SAP Customer Experience
CX Management
Generating Engagement with
Customers
• Multichannel communication
• Targeted advertising
• Marketing Expenditure
Enabling B2B2C eCommerce
• B2B and B2C eCommerce
• Personalised offers
• Smart recommendations
Qualtrics, leading Experience
Management:
• Brand Experience
• Product Experience
• Customer Experience
But all this is not enough to succeed in
the Experience Economy
INTERNAL© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ
Customers expect promises to be deliveredTRUST
LISTEN
CONNECT
BE RELEVANT
DELIVER
We have a
fantastic
offer for you!
MAYBE ... BUT
THERE IS NOT
ANY STOCK LEFT
INTERNAL© 2019 SAP SE or an SAP affiliate company. All rights reserved. ǀ
&
and SAP Customer Experience
Delivering the Next Generation CX
Bringing together the front-office and the back-office requires deep
integration capabilities, as SAP provides for its SAP solutions.
SAP Customer Experience
Enabling the Next Generation CX