SAP 360 customer
Dominique Blanc – Business Architect SAP
29 Mai 2013, SAP Forum
Agenda
Market trends & observations
Overview
SAP 360 Customer in detail
Demo SAP CVI & SAP Insight…
Conclusion
© 2013 SAP AG or an SAP affiliate company. All rights reserved.
2
Market trends & observations
Why? Empowered Customers are changing the Rules and…
SOCIALLY
NETWORKED
DIGITALLY
CONNECTED
© ©2013
SAP
AG
or All
an rights
SAP affiliate
company. All rights reserved.
2012
SAP
AG.
reserved.
BETTER
INFORMED
2 4
… their Expectations continue to rise
Convenience
•
Making my life easier
•
Simple and fast interactions
•
Any time, any place, any device
Responsiveness
•
Proactive problem identification and
resolution
•
Rapid delivery and execution
•
Immediate response to customer
needs
Relevance
•
Personalized offers
•
Tailored products and services
•
Helpful information
•
… based on individual needs
© 2013
SAPSAP
AG AG.
or anAllSAP
affiliate
company. All rights reserved.
© 2012
rights
reserved.
Reliability
•
High quality products
•
Exceptional customer service
•
Accurate, on time delivery
3
5
Overview
SAP 360 Customer - Bringing it all together with SAP HANA
Built on Enterprise Data
Cloud
Predictive Analytics
Mobility
Social Collaboration
Powered by SAP HANA
Real-time Business
Elegant innovation without disruption: SAP 360 Customer
© 2013 SAP AG or an SAP affiliate company. All rights reserved.
7
Business Suite
Production
Logistics
...
Sensors
Big Data
A new Paradigm for Customer Business…
…Data-driven, Context aware and Action centric
Pattern
Recognition
e.g.
Sentiment
Analysis
Predictive
Insight
e.g.
Predictive
analytics
CRM Intelligence
Decision
processing
e.g.
Audience
discovery
Call Center
Action
Pricing
Social
Campaign
.....
Loyalty
Transactional CRM
...
HANA
Integrated E2E processes from data insight decision action
• Effective B2C Business from Big Data to segment of one
• Leverage (market) change with zero latency business process performance
• Responsive action across the value chain
© 2013 SAP AG or an SAP affiliate company. All rights reserved.
8
Get the 360 View of the Customer in real-time, anywhere,
anytime and take the right action, immediately
Real-time Insight
True customer 360 insight with
embedded and predictive
analytics
Real-time Interactions
Real-time Execution
1:1 Customer Engagement with context
through Social Channels and on any
device
Plan and execute effectively and
efficiently
In the Cloud or On Premise
Attract and retain more customers while driving
profitability & growth
© 2013 SAP AG or an SAP affiliate company. All rights reserved.
9
SAP HANA - SAP 360 Customer
SAP HANA Product-Vision
Hasso Plattner’s “Grand Unifying Theory”
Clients
SAP
ERP
SAP
CRM
Mobile
SAP
Business
Warehouse
New SAP
Applications
Further
Applications
SAP HANA = Business Data Platform
This presentation outlines our general product direction and should not be relied on in making a purchase decision. This presentation is not subject to your license agreement or any other agreement with SAP. SAP has no obligation to pursue any course of business outlined in this presentation or to develop or release any functionality mentioned in this presentation. This presentation and SAP's strategy and possible future developments are subject to change
and may be changed by SAP at any time for any reason without notice. This document is provided without a warranty of any kind, either express or implied, including but not limited to, the implied warranties of merchantability, fitness for a particular purpose, or non-infringement. SAP assumes no responsibility for errors or omissions in this document, except if such damages were caused by SAP intentionally or grossly negligent.
© 2013 SAP AG or an SAP affiliate company. All rights reserved.
11
Innovations through HANA Technology
1.
In-Memory Database
No data loading from disk during operation
2.
Column Store
Fast column based data access (e.g. WHERE) without DB indices
3.
In-Database Computing
Delegate data processing into the database
(e.g. GROUP BY / ORDER BY / native HANA Code)
© 2013 SAP AG or an SAP affiliate company. All rights reserved.
12
SAP 360 Customer in detail
SAP 360 Customer - 3 pillars
SAP 360 Customer
powered by SAP HANA
SAP CRM
Powered by SAP HANA
Enhanced:
•
Search
performance
•
Full search
capabilities
•
Database sizing
© 2013 SAP AG or an SAP affiliate company. All rights reserved.
Solution
Portofolio
High
Performance
Applications
•
•
Account
Intelligence
• Customer Value
intelligence
• Audience
Discovery &
Targeting
• Sentiment
Analysis
On Demand
• Sales
• Service
• Social
•
Collaboration
(SAP JAM)
•
•
Mobile Apps
…
14
What’s New?
Sales on Demand
SAP Customer Value
Intelligence *
Social on Demand
SAP Account Intelligence *
Collaboration with
SAP JAM
SAP Audience Discovery
and Targeting *
Customer Briefing
Sales Diary
Predictive Analytics
SAP Sales 2.0
Sentiment Intelligence *
Field Service
SAP Precision Retailing
Web Channel Experience Management 3.0
SAP Visual Enterprise & SAP CRM Service
© 2013 SAP AG or an SAP affiliate company. All rights reserved.
*also available as RDS Solution
15
SAP 360 Customer - 3 pillars (1)
SAP 360 Customer
powered by SAP HANA
SAP CRM
Powered by SAP HANA
Enhanced:
•
Search
performance
•
Full search
capabilities
•
Database sizing
© 2013 SAP AG or an SAP affiliate company. All rights reserved.
Solution
Portofolio
High
Performance
Applications
•
•
Account
Intelligence
• Customer Value
intelligence
• Audience
Discovery &
Targeting
• Sentiment
Analysis
On Demand
• Sales
• Service
• Social
•
Collaboration
(SAP JAM)
•
•
Mobile Apps
…
16
SAP CRM powered by SAP HANA
Lab Results
115
Up to
x
search performance
A search in a CRM system is the most common use case.
Typical searches are for lists, not single items. Improvements
in search performance have a direct benefit for user
productivity.
0 latency insights
operational reporting
Operational Reporting and Monitoring available in real time, based
on granular business data, for business users. Zero latency for
insights into current business operations.
50
Save up to
% of database size
No database indices required
Using HANA Database makes all database indices obsolete.
This can save up to 50% of database size in typical
customer systems using classical databases.
© 2013 SAP AG or an SAP affiliate company. All rights reserved.
100%
full search flexibility
Consistent search performance, independent of the
amount or combination of search attributes for
transactional or master data searches.
10
Up to
x
loyalty processing
Fast processing of Member Activities in Loyalty
Management. Typical transactional performance in
other areas is on par with anyDB..
5
Up to x faster call
center performance
Call Center Performance improved in several areas of
processing interactions (e.g. account retrieval and
searches for registered product)
17
SAP 360 Customer - 3 pillars (2)
SAP 360 Customer
powered by SAP HANA
SAP CRM
Powered by SAP HANA
Enhanced:
•
Search
performance
•
Full search
capabilities
•
Database sizing
© 2013 SAP AG or an SAP affiliate company. All rights reserved.
Solution
Portofolio
High
Performance
Applications
•
•
Account
Intelligence
• Customer Value
intelligence
• Audience
Discovery &
Targeting
• Sentiment
Analysis
On Demand
• Sales
• Service
• Social
•
Collaboration
(SAP JAM)
•
•
Mobile Apps
…
18
SAP Sentiment Intelligence
Holistic Sentiment Insights with Access to both internal and external Data Sources
Data Source
© 2013 SAP AG or an SAP affiliate company. All rights reserved.
19
SAP Predictive Analysis
Gain deep customer insights with advanced statistical methods
•
Optimize targeting and customer segmentation with predictive insights
•
Anticipate customer behaviors and make personalized offers and promotions
© 2013 SAP AG or an SAP affiliate company. All rights reserved.
20
SAP Customer Engagement Intelligence powered by SAP HANA
An integrated Suite of Applications for Intelligence and Action
Account Intelligence
Audience Discovery and Targeting
Customer Value Intelligence
Business to Consumer
Business to Business
© 2013 SAP AG or an SAP affiliate company. All rights reserved.
21
SAP Customer Engagement - Value Intelligence
© 2013 SAP AG or an SAP affiliate company. All rights reserved.
For sales to invest the right resources
into the right customers, products and
channels.
Recommendations for customer
segments to target, and what products
to position for revenue and margin
growth
Single view of customer value today
and tomorrow across the front and
back office
Includes Audience Discovery and
Targeting
22
SAP Customer Engagement - Audience Discovery and Targeting
© 2013 SAP AG or an SAP affiliate company. All rights reserved.
For marketing, sales & service
professionals to rapidly and easily
segment large customer populations
Manage target groups for insight to
action
Trigger initiatives like customized
offers for each segment and channel
Integration with HANA Predictive
Analytics
Available separately or within
Customer Value Intelligence
23
SAP Customer Engagement - Account Intelligence
© 2013 SAP AG or an SAP affiliate company. All rights reserved.
For sales managers to coach sales
team
For sales reps to execute on the
insight and recommendations for their
accounts
Mobile, interactive access to your
customer insight and selling
recommendations
Visual account targeting based on
customer engagement, value, and
geography
On top of Customer Value Intelligence
24
SAP 360 Customer - 3 pillars (3)
SAP 360 Customer
powered by SAP HANA
SAP CRM
Powered by SAP HANA
Enhanced:
•
Search
performance
•
Full search
capabilities
•
Database sizing
© 2013 SAP AG or an SAP affiliate company. All rights reserved.
Solution
Portofolio
High
Performance
Applications
•
•
Account
Intelligence
• Customer Value
intelligence
• Audience
Discovery &
Targeting
• Sentiment
Analysis
On Demand
• Sales
• Service
• Social
•
Collaboration
(SAP JAM)
•
•
Mobile Apps
…
25
SAP Jam
For social Collaboration within and beyond the Enterprise
© 2013 SAP AG or an SAP affiliate company. All rights reserved.
The only broad-based social
software that’s infused
securely across SAP
applications including, SAP
CRM and CRM On Demand.
Purpose built social with pre
built integrations to sales,
service and marketing to help
customers, employees &
partners get...work…done
effectively.
A modern social network,
available where you work
inside your business, that
contextually ties data,
process, people and content
together.
26
SAP in the Cloud – Customer
Beautiful UX, Mobile, Social, Persona-Based, Analytics, Pre-Integrated
Customer Insight
SAP Cloud for Sales
© 2013 SAP AG or an SAP affiliate company. All rights reserved.
•
True 360° view of the customer – Know everything
about your customer at a glance
•
Easy anywhere, anytime access to relevant data –
Online and Offline
•
Insight from within and outside the organization
•
Easily collaborate and harness the power of the
whole organization to win more deals
SAP Cloud for Service
SAP Cloud for Social Engagement
27
SAP Cloud for Sales
Easy-to-use, next generation sales
application that goes beyond
traditional SFA to help you sell more
effectively
Harness the collective smarts of
sales through social collaboration
Be informed with less effort through
real-time, cost-effective access to
back-office systems
Spend more time selling through fast
account management, innovative
sales productivity capabilities and
anytime, anywhere access via
robust mobile apps
© 2013 SAP AG or an SAP affiliate company. All rights reserved.
28
SAP Sales Diary
Activities and Notes Management for Sales Reps
© 2013 SAP AG or an SAP affiliate company. All rights reserved.
29
SAP Visual Enterprise & SAP CRM Service
SAP Visual Enterprise enables integrated visual and business information to improve communication
and collaboration, reduce complexity which leads to higher quality of decisions combined with speed and
productivity.
Interactive work
instruction
Product visualization in
service order
Identify and select parts
© 2013 SAP AG or an SAP affiliate company. All rights reserved.
30
Demo SAP CVI & SAP Insight…
SAP 360 Customer – Demo 2 components
SAP 360 Customer
powered by SAP HANA
SAP CRM
Powered by SAP HANA
Enhanced:
•
Search
performance
•
Full search
capabilities
•
Database sizing
© 2013 SAP AG or an SAP affiliate company. All rights reserved.
Solution
Portofolio
High
Performance
Applications
•
•
Account
Intelligence
• Customer Value
intelligence
• Audience
Discovery &
Targeting
• Sentiment
Analysis
On Demand
• Sales
• Service
• Social
•
Collaboration
(SAP JAM)
•
•
Mobile Apps
…
34
Conclusion
Benefits and Value Proposition
True 360° view of the customer.
Sales, service, social, collaboration…
Fast, real-time data
Addresses existing CRM
customers, big volume data / large
transaction volume needs,
prospects in search for CRM
functionality
Beautiful UI, consistent and up to
date
Easy anywhere, anytime access to
relevant data
On premise, On demand, Mobile
© 2013 SAP AG or an SAP affiliate company. All rights reserved.
36
Questions ?
© 2013 SAP AG or an SAP affiliate company. All rights reserved.
37
Thanks…
Dominique Blanc
Business Architect
PMP, CPIM
Dominique.blanc@sap.com
© 2013 SAP AG or an SAP affiliate company. All rights reserved.
SAP Social Media Analytics – NetBase and SAP team-up
•
Listen broadly across the
social web
•
Understand sentiment,
conversation drivers, passion
intensity
•
(not part of 360 Customer.
Source of data from analysis
on the Web)
Back
© 2013 SAP AG or an SAP affiliate company. All rights reserved.
39
© 2013 SAP AG or an SAP affiliate company. All rights reserved.
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© 2013 SAP AG or an SAP affiliate company. All rights reserved.
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