Professional Documents
Culture Documents
TRANSFORMATION
THINKING BEYOND CRM
Dr. Volker G. Hildebrand
Global Vice President, Customer Engagement
and Commerce, SAP Hybris
TECHNOLOGY CUSTOMERS ARE
IS CHANGING CHANGING THE
THE GAME. RULES.
DIGITAL
TRANSFORMATION
IS DISRUPTING
YOUR BUSINESS
FACTS – NOT FICTION
“Under Armour:
“Uber – The future of new business
Silicon Valley’s Latest Threat”
is disrupting old business”
Forbes / Tech, September 13, 2015
Washington Post, April 4, 2014
Q: SO, WHO IS THIS
DISRUPTOR?
A: IT’S THE
CUSTOMER
CUSTOMERS CAN
RECOGNIZE A STUPID
INEFFICIENT SYSTEM
WHEN THEY SEE IT
Kevin Harrington, Forbes 2014
THE REAL LESSON
FROM UBER
COMPANIES DON’T THEY CARRY THE IF YOU ARE YOU NEED TO
UPEND MARKETS – POWER OF THE FIGHTING ALONE ENLIST
CUSTOMERS DO INTERNET IN THEIR YOU HAVE NO CUSTOMERS
POCKETS CHANCE OF TO HELP YOU
WHEREVER THEY SUCCESS CHANGE THE
GO GAME
Real-time Convenience
Reliability Relevance
74% of executives
believe that digital
transformation is about
improving value for
customers
Global Center for Digital Transformation – IMD and Cisco Initiative
2 out of 3 companies
believe that their CRM
61% system does not support
their future needs for
customer engagement
PERSONALIZATION
IS KEY Contribution to the global
GDP by the shift to digital
channels over the next fifteen
DELIVER ON years
YOUR PROMISES
Source : Industrial Internet:
Pushing Boundaries of Minds and Machines
BEYOND
SERVICE
CUSTOMER SUPPORT BEFORE,
53%
DURING AND AFTER PURCHASE
GOING DIGITAL:
BLENDING UN-ASSISTED WITH
Abandon purchase if they
ASSISTED SERVICE can’t find quick answer to
their questions
FLAWLESS FIELD SERVICE
Source : Forrester 2016
BEYOND
MARKETING
91%
ONE-TO-ONE MARKETING
AT SCALE
CONTEXT IS KEY
Of marketers prioritize
DATA IS THE FUEL customer experience through
personalization
Commerce