SAP C/4HANA Join the Customer Experience...

PUBLIC

Ivan Grujović, Head of PreSales, SAP South East Europe

USKUS Conference, Belgrade, December 6, 2018

SAP C/4HANAJoin the Customer Experience Revolution

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Are you focused on the competition….


...or the customer?


Customers’ expectations

from your brand

Connect with me

as a real person

Deliver on your

Promises

Protect

my data


“We no longer sell

appliances, we sell better

taste to our customers.”

“We want to put the

customer at the center,

not the transaction or

booking.”

“The passenger on the

bus we manufactured is

our customer, not just

the driver or buyer.”

“The personal shopping

experience starts with the

parking space.”

Appliances manufacturer

Customer experience is at the top

of the board room agenda

Global airline

Department store

Automotive company


Single view of customerCustomer at the center of

the business (B2B2C)

Customers for lifeFrom selling products to

subscription services

Trusted dataData necessary for personalization and

with data privacy protected

Holistic customer experience

Connecting front and back office

Five forces of digital disruption

Digital firstGlobal scale and adoption of new digital businesses


How does Customer Experience fit into the Intelligent Enterprise?


SAP Customer Experience & C/4HANA – Helping customers connect with purpose

CustomerExperience

Manufacturing& Supply Chain

Digital Core People

Engagement

Network & SpendManagement

DataManagement

CloudPlatform

Intelligent Technologies

SAP

C/4HANA

SAP Commerce

Cloud

SAP Sales

Cloud

SAP Customer

Data Cloud

SAP Service

Cloud

SAP Marketing

Cloud

Build trusted relationships

Create powerful connections, streamline lead to cash

Deliver contextually relevant brand experiences

Drive more deals via personalized commerce experiences

Delight customers with optimal service experiences

SAP C/4HANA is the

largest development

initiative inside SAP

Hasso Plattner

Chairman Supervisory Board of SAP SE

“

Service

Cloud

Sales

Cloud

Marketing

CloudSAP

C/4HANA

Customer Data Cloud

APIs based Open

Ecosystem

Harmonized

User Experience

Platform

Services

Extensibility and Integration

with back office systems

Commerce

Cloud

End-to-End

Processes

Suite Intelligence

and Analytics

Business and Master

Data Services

5 Clouds and 7 Suite Attributes


SAP C/4HANA

Harmonized user experience

Embedded AI

everywhere

powered by

SAP Leonardo

Content from multiple

applications aggregated in

unified screen via Cloud

Widgets

Full view of customer

Customer Profile

Marketing Cloud: visibility of

customer interactions across

channels

Service Cloud: all customer

services tickets and touch

points in one place

Sales Cloud: all sales

interactions and purchase

history

Customer Data Cloud:

Single View of the

Customer based on

ConsentArtificial Intelligence

Integration with

Digital Core

S/4HANA


Unidentified to Identified

ContactLead Opportunity Quote

Customer Order

Contract / Order

ManagementFulfillment Invoicing*

SAP C/4HANA SAP S/4HANA

From Lead to Cash: Delivering what our competition can’t do

End to End Customer Experience* Agile billing solution in C/4HANA

Integration of Front Office (SAP C/4HANA) to Digital Core (SAP S/4HANA) to deliver end to end processes

From Lead to Cash: Delivering what our competition can’t do

End to End

Customer Experience


SAP C/4HANA Foundation

Business and Master Data Services (Common Master Data)

Supply Chain

Billing

Commerce

Marketing

Sales

SAP S/4HANA

Supply Chain

Billing

Commerce

Marketing

Sales

SAP S/4HANA

Customer, …


Leveraging SAP Analytics Cloud (SAC)

Suite Intelligence and Analytics

SAP Marketing Cloud

Market with Intelligence

in the Moment

SAP Customer Data Cloud

Build Customer Trust and Loyalty

SAP Commerce Cloud

Personalized Shopping

Experience across Touchpoints

SAP Service Cloud

Effortless service experiences

with end-to-end Interaction-to-

Resolution

SAP Sales Cloud

Build Relationships and guide

Customers throughout their

journeyPowered by

SAP Analytics Cloud

Intelligent Digital

Boardroom

Customer 360


SAP C/4HANA

Platform Services

C/4HANA Portal

C/4HANA Intelligent Suite Orchestration

C/4HANA Reuse Services

C/4HANA Common Identity

C/4HANA CDN

C/4HANA Platform Services offers a

cluster of several solutions to accelerate our

Suite vision:

• Portal to administer and manage our

Solutions in one stop shopping

experience

• Suite Orchestration to ease system

provisioning process and onboarding

• Reuse Services and Common Identity

to bring one single view of our golden

Customer master data and sign on

capabilities

• CDN for good performance experience


SAP Cloud Platform Extension Factory (powered by Kyma Open Source)

Extensibility and Integration with back office systems

MKT SVCCOM ...

SAP Cloud Platform Extension Factory (based on Open Source project “Kyma”)

Customization code in central place, cloud-native, ultra-scalable, rapid deployment,

based on containers/Kubernetes (project “Gardener")

SAP S/4HANA ...External

app ...

Other Apps

APIs and Events

MarketplaceMaster Data Services

(consistent customer

master data)

Core Components(server-less, message bus)

SAP C/4 HANA

SAP Cloud Platform Benefits

Speed and Agility Innovation Accelerator

Low TCO Openness

Connect everything across

heterogeneous stacks

Built for the

scaled-up future


ExtendCloud & On-PremApps

ExperiencePeople & Data

BuildDifferentiating Digital Apps

IntegrateApps, Data & Processes

Live Virtual Machines60k

Trial accounts365k

Managed databases

10K+Data centers 7x24

17+

Partners1,300+apps on SAP App Center1,500+with

zero downtime releasesBiweekly

Integration customers5kIncrease over last 2 years+230%

Developers use API Hub14k12000+ Customers

SAP Cloud Platform

APIs based Open Ecosystem


One Agile Commerce Cloud platform for B2X

Key Differentiators

1. Single Platform. Leading Gartner Magic Quadrant

for 5 consecutive years in B2B, B2C, B2B2C

2. Comprehensive Suite. CMS, OMS, PIM, and

advanced context-driven services

3. Innovative Open Architecture. Open, public and

extensible microservices cloud platform

Business Benefits

1. Lower TCO and implementation time and out-of-the-box

modularity with synchronized maintenance and updates

2. Increase operational efficiency and map to business

KPIs like Conversion and Average Order Value

3. Unmatched uptime, performance, scaling, disaster

recovery capabilities

SAP Commerce

Cloud


Key Differentiators

1. Organic AI and Machine Learning for use cases like

buying propensity, brand impact and augmented shopping

2. Marketing Resource Management (MRM) with closed-

loop budgeting, performance and multi-touch attribution

3. Native integration with Commerce and Customer Data

Clouds for real-time personalization and trusted

experiences

Business Benefits

1. Respond to what customers want with personalized and

contextual experiences increasing Conversion

2. Reducing Marketing operations costs by managing

marketing plans and budgets centrally

3. Create lifetime customer relationships by adopting data

privacy regulations and data security

Marketing Cloud is a Trusted Source of Business

SAP Marketing

Cloud


Effortless Customer & Field Service

Key Differentiators

1. Crowd Service Marketplace: adding partners and

freelancers to your service resource pool

2. Deep and out-of-the-box integration with SAP ERP,

Smart analytics and IoT for proactive service

3. Self-supporting customers with self-service, powered

by AI and chatbots

Business Benefits

1. Improve operational efficiency, speed to reach new

markets and profitability

2. Downtime reduction and breakdowns prevention to

increase assets performance

3. Better Customer satisfaction with faster response times

SAP Service

Cloud


Business Benefits

1. More time to sell. Productivity, visibility of compensation,

and higher adoption of the CRM system.

2. Revenue and Margin growth with faster Sales Rep on-

boarding, less errors, deal velocity, upsell and cross-sell

3. Single place for learning, enablement, coaching, pipeline,

forecasting and analytics

4. Complete view of the customer supporting Direct to

Consumer and all business models like Modern Trade,

Marketplaces or Traditional Stores

A new era of engagement with SAP Sales Cloud

Key Differentiators

1. Sales Performance Management Magic Quadrant Leader

5 consecutive years, over 5.6 million sales professionals

2. Scalable CPQ for end-to-end simplified quotation process,

customer specific pricing and complex configurations

3. Unparalleled functionality in AI-based predictive

forecasting, rich mobile online and offline access, with

elearning, enablement and coaching

4. Perfect Store. Powerful Consumer Products sales engine

with Retail Execution and Subscription Billing

SAP Sales

Cloud


Key Differentiators

1. Identity and Access Management : Gartner and

Forrester leader last 3 years, 1 billion profiles

2. Universal Customer Driven Consent and

Preference across all channels and all brands

3. Progressive profiling with integration of data from

SAP C/4HANA and SAP S/4HANA, and Open Data

Initiative with Microsoft and Adobe

Business Benefits

1. Full end-to-end support for customer registration with

web-scalability, performance, and reliability

2. Empowering customers with control over their data by

supporting GDPR data privacy for B2C and B2B

3. Convert unknown users to Known, improve Marketing and

Commerce performance with customer-provided data

Customer Trusted Data Paradigm

SAP Customer Data

Cloud


Measurable business value to our customers

+45%Increase in Time Customers

Spent on Website

SAP Marketing

+15%Online Conversion Rate

SAP Commerce Cloud

-66%Reduction in Calls Needed to

Resolve Customer Inquiries

SAP Service Cloud

+30-40%Expected Revenue Growth

SAP Sales Cloud

+119%Pipeline Increase Due to More

Effective Marketing Activities

SAP Sales Cloud

+94%Online Revenue Increase for

Wholesale Brand

SAP Commerce Cloud


Solutions scale with our customers

2 BillionPersonalized Interactions

SAP Marketing Cloud

51 Million Service Tickets

SAP Service Cloud

224 TrillionCommissions Transactions

SAP Sales Cloud

1.3 BillionIdentities Managed Daily

SAP Customer Data Cloud

5.6 MillionSales Professionals

SAP Sales Cloud

40 MillionLearning Modules Completed

SAP Sales Cloud

Source: Internal Customer KPIs


We have a huge network of customer references & use cases to leverage

“I just rolled out Japan in two weeks! I

could never do that with Demandware

or any other vendor for that matter.”

Charlie Cole, Digital Officer

TUMI

“The SAP Hybris Marketing solution

provides us with a powerful capability

to collate, analyze, and act upon

granular customer data for the first

time.”

James Stone, GM Global Enterprise Solutions

ASICS


To this:

• Unified front-office functions

• Connected front-office and back-office operations

• Optimized, customer-centric end-to-end processes

Businesses can evolve from this:

• Disconnected front-office functions

• Disconnected front-office and back-office operations

• Broken, disjointed customer processes


Why choose SAP C/4HANA

Transform your

business faster

Build trusted

relationships

Create great

experiences, every time

Keep up with your

customers

SAP C/4HANA was built to

help you thrive in an economy

where products are

becoming services.

Create a series of moments

which feel genuine and inspire

trust. SAP C/4HANA gives

customers control over their

data and how it’s used, sold,

or marketed.

SAP C/4HANA breaks down

silos – and empowers

employees across every

department to create simpler,

personal, and more helpful

connections with customers.

Our customer experience

software provides rich

microservices for extension

and integration – to

bring consumer-driven

innovation to market in record

time.


New horizons with SAP Customer Experience

Thank you.

Ivan Grujović

Head of PreSales, SAP South East Europe

[email protected]

SAP C/4HANA Join the Customer Experience...

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