SAP HybrisSolution overview

Why Hybris ?

• Why “Hybris”

• New Strategy for SAP

• New branding for C4C

• New Marketing

• What is SAP Hybris

• 5 blocks

The customer is King.

Really ?

History or Terminology ?

• CRM On Demand

• Cloud for Customer (sales, service, Marketing, Analytics)

• Acquisition of Hybris May 2013

• SAP Hybris Cloud for Customer

• Customer Experience ?

• Customer Engagement ?

• CRM ?

I am

confused

DIGITAL ECONOMYCONSUMER ECONOMYINDUSTRIAL ECONOMY

1900 1950 2000

SCARCITY

ABUNDANCE

DESIRE ENGAGEMENTPRODUCTS

Welcome to the digital economy – industry PoV

And businesses are too slow to respond

There are

And yet

1.55 BILLIONFACEBOOK USERS

400 MILLION LINKEDIN USERS

1.19 BILLIONSMARTPHONEUSERS

of businesses still

can’t be contacted

by social media

56.6%of businesses are ready to support a mobile-first engagement with customers

17% of businesses’ existing CRM systems have no way to track customer social media

interactions

76.3%

CUSTOMER ENGAGEMENT – Customer PoV

19TH CENTURY VS 21ST CENTURY

• AWARENESS

• INTEREST

• DESIRE

• ACTION

VS

SHARE RESEARCH

SHOP

PURCHASETRIGGER

EVENT

COMPARE

OLD RECIPES NO LONGER WORK – CRM PoV

WELCOME TO THE AGE OF CUSTOMER ENGAGEMENT

1st Generation CRM

Front Office

EFFICIENCY

ST

RA

TE

GIC

TA

CT

ICA

L

2nd Generation CRM Customer Engagement

INTERNAL

FOCUS

Front Office

EFFECTIVENESS

Customer

EXPERIENCE

MARKET

FOCUS

CUSTOMER

ENGAGEMENT

FOCUS ON 1:1

Inside - Out Inside - Out Outside - In

COMPLEXITY

MAKES AGILITY

IMPOSSIBLE.

8

CRM. WEB CMS. MOBILE. MARKETING. OMS.

STORES. CONTACT CENTERS. ETC.

SOURCE: 2015 Watermark Consulting

Customer Experience Leaders Outperform the Market

8-Year Stock Performance of Customer Experience Leaders vs. Laggards vs. S&P 500 (2007-2014)

107.5%Customer Experience Leaders

72.3%S&P 500 Index

27.6%Customer Experience Laggards

Cu

mu

lative

To

tal R

etu

rn

WEB CONTACT

CENTER

DIGITAL

GOODS

MOBILE SMS/NOTI-

FICATIONS

EXPERIENCE MANAGEMENT

PLATFORM, INFRASTRUCTURE, INTEGRATION

DATA & PROCESS MANAGEMENT

COMMERCE MARKETING SERVICE SALES

AGENT TOOLSIN STORE

BRANCH

SOCIAL

MEDIA

MARKET-

PLACES

EMAIL

@

PRINTINGDIGITAL

ADVERTISING

SEARCH

KW/ADS

IOT

Our solution

BILLING

SAP Hybris CommerceTransform with Commerce

Web Content Management

Responsive Storefront Pages

Advanced Personalization

Merchandising

Reviews and Comments

Cross- and Up-selling

Faceted Search

Guided Selling

Punchout Service

SAP Hybris BillingMonetizing Customer Transformation

Business Model Design &

Pricing Simulation

Subscription Order Management

Usage Metering & Transaction

Pricing

Billing, Receivables, Collections

Partner Revenue Sharing

SAP Hybris MarketingMarket to the Audience of One

Cross-channel Engagement

Targeting and Segmentation

Marketing Planning

Single Customer View

Real-Time Analytics

Personalization

Fully Integrated Platform

SAP Cloud for Service & SAP Cloud for SocialEnd-to-End Service Excellence

Omnichannel Service Ticketing

(Including Social)

Service Analytics

Integrated Knowledgebase

Web Self Service

Collaboration

Integration

Mobile Access

Field Service

SAP Cloud for SalesSell Smarter

Account Management &

Intelligence

Opportunity Management &

Insight

Collaboration & Social

Productivity & Personalization

Real-Time Analytics

Mobility

Groupware Integration

Integration

Platform

Conclusion customers ≠ transactions, experience and engagement

5 blocks