28 May 2014 – Dubai, United Arab Emirates

How to Streamline Your Sales Team; Make

Every Rep a Hero!

Karla Hirtescu- CRM Lead

Public

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.

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

© 2014 SAP AG or an SAP affiliate company. All rights reserved. 5 Public

OLD CRM RECIPES NO LONGER WORK

WELCOME TO THE AGE OF CUSTOMER ENGAGEMENT TO BE IN THE

GAME

Front Office

EFFICIENCY

ST

RA

TE

GIC

T

AC

TIC

AL

TO WIN THE GAME TO CHANGE THE GAME

INTERNAL FOCUS

Front Office

EFFECTIVENESS

Customer

EXPERIENCE

MARKET FOCUS

CUSTOMER ENGAGEMENT

FOCUS ON 1:1

Inside - Out Inside - Out Outside - In

Viral Video

TURN INSIGHT INTO ACTION TO CREATE EXCEPTIONAL EXPERIENCES

• Drive operational excellence

• Empower employees & partners

• Deliver on your promises

EXECUTION

INSIGHT

• Understand customers

• Identify opportunities

• Predict their needs & behavior

EXPERIENCE

Interact with customers 1:1 in the moment when it matters across channels & touch points

© 2014 SAP AG or an SAP affiliate company. All rights reserved. 8 Public

SOCIAL DATA BUSINESS DATA

ACQUISITION

RETENTION

CUSTOMER LIFE CYCLE

AWARENESS TO ADVOCACY

Marketing Activities

Social Networks

CREATE DEMAND

UNDERSTAND THE CUSTOMER

BUILD NETWORK OF ADVOCATES

UNDERSTAND THE EXPERIENCE

WEB MOBILE EMAIL CALL CENTER

MARKET PLACE

INTERNET OF THINGS

CONTACT CENTER

POS MARKETING CHANNELS

DIGITAL GOODS

SOCIAL

INDUSTRIES

MARKETING

SALES SERVICE SOCIAL COMMERC

E

PREDICTIVE ANALYTICS

HANA AS A PLATFORM

SAP CLOUD FOR CUSTOMER ENGAGEMENT: PRODUCT PORFOLIO OVERVIEW

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

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

• RETAIL EXECUTION Transform retail visits to win at the shelf

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.

COMMERCE POWERING THE FUTURE OF CUSTOMER ENGAGEMENT

• B2B COMMERCE Give business customers a multi-channel shopping

experience, increasing revenue and reduce selling cost

• B2C COMMERCE Deliver the state-of-the-art unified shopping experience

that drive high conversion and revenue

OPTIMIZED COMMERCE WITH

hybris is SAP’s strategic Omni-Channel Commerce

solution, multiplying the power of other SAP solutions

and re-defining customer engagement.

SOCIAL 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

© 2014 SAP AG or an SAP affiliate company. All rights reserved. 15 Public

SAP CLOUD FOR CUSTOMER MORE BEAUTIFUL THAN HANA

© 2014 SAP AG or an SAP affiliate company. All rights reserved. 16 Public

SAP Cloud for Customer Powers Leading Brands Across Industries

Manufacturing Retail & Wholesale

High Tech & Telco

Consumer Products &

Life Sciences

Services & Public Sector

Media, Sports, Travel &

Hospitality

17 © 2014 SAP AG or an SAP affiliate company. All rights reserved.

• The right insight at the right time

• Specific to your industry

• Integrated to your enterprise

• With an experience that drives results

SAP CLOUD FOR CUSTOMER ENGAGEMENT FOR:

IT’S TIME TO

ENGAGE CUSTOMERS

LIKE NEVER BEFORE

Service Commerce Sales Social Marketing

© 2014 SAP AG or an SAP affiliate company. All rights reserved.

Thank you

Karla Hirtescu

Karla.hirtescu@sap.com

+971.56.177.6618