Building business with CEM
-
Upload
alphasirius11 -
Category
Software
-
view
118 -
download
1
Transcript of Building business with CEM
Customer Engagement Management
Customer Relationship Management
Mobile apps & Social Media
RealtimeAnalytics
Social media refers to
interaction among people in
which they create, share,
and/or exchange information
and ideas in virtual
communities and networks.
Mobile Apps & Social Media Integration
Real time Analytics
• Transactional Data
• Customer Interactions
• Sentiment Analytics
• Social Interaction Analytics
• Channel Analytics
• Predictive Modeling
• Text Analytics
Revolutionizing Marketing, Sales & Service Models
Social networks Mobile Marketing
Instant Marketing
Internet Sales
EngageCustomer Promotion
Omnichannel Customer Engagement Center
76%of service agents are able to efficiently resolve customer issues.
88%of customers have been influenced by online customer reviews when making buying decisions.
Retail
• Marketing
• POS Offers
• Proximity offers
• Mobile Apps
• Realtime Analytics
• Personalized Experience
Human Capital Management
• Recruiting
• Reference Check
• Managing immediate concerns
• Enterprise Social Networking
• For HR, learning, and knowledge management
• Social or blended learning
• Social onboarding
• Collaborative performance and goal management
Leading Technology
• CRM
• HANA
• Success Factors - JAMS
• Multiple Platforms (mobile/on premise /cloud)
• Fiori / Agentry (Mobile Apps)
• Text & Sentiment Analysis
• Predictive Modeling
• SAP Cloud for Social Engagement
• SAP Social Media Analytics by NetBase
Integrate into CRM/ERP
• Make Real-time decisions on Marketing, Sales and Service
Operations
• Identify current campaigns and promotions
• Identify location based promotions
• Suggest/recommend new promotion
• Identify customer details
• Geographic details
• Sentiment details
• Social media links/accounts
• Promote the campaigns one-on-one
• Direct communication with the customer on Social media
Key Benefits
• 15% to 20% increase in Productivity
• Bigger and enlarged presence on
Social Media
• Direct integration into business
systems including ERP, CRM, Mobility
• Real time data and reporting
• Adapt and Optimize internal
Business processes to include Social
Sales and Marketing
Time to Engage Your Customers
• The right insight at the right time
• The right interaction every time
• The channels your customers want
• Rich mobile apps
• Solutions integrated with your enterprise