Digital Transformation is disrupting your business. If you go no further than "uber-ing" a ride to airport, ordering a product from Amazon, you'll know that business as usual doesn't apply.
74% of executives believe that digital transformation is about improving value for customers. Volker Hildebrand of SAP Hybris explains what it means and how going Beyond CRM enables you to engage better with customers - in his Keynote from #CRM2016 - CRM Insider.
For more about CRM see: http://www.sap.com/beyondCRM
4. “Amazon: Now it’s disrupting a heck
of a lot more than bookstores”
SF Chronicle, March 13, 2016
“Under Armour:
Silicon Valley’s Latest Threat”
Forbes / Tech, September 13, 2015
FACTS – NOT FICTION
“Rogue T-Mobile Relishing Role
as Wireless Disruptor”
Bloomberg, January 8, 2016
“Uber – The future of new business
is disrupting old business”
Washington Post, April 4, 2014
5. Q: SO, WHO IS THIS
DISRUPTOR?
A: IT’S THE
CUSTOMER
7. COMPANIES DON’T
UPEND MARKETS –
CUSTOMERS DO
THEY CARRY THE
POWER OF THE
INTERNET IN THEIR
POCKETS
WHEREVER THEY
GO
IF YOU ARE
FIGHTING ALONE
YOU HAVE NO
CHANCE OF
SUCCESS
YOU NEED TO
ENLIST
CUSTOMERS
TO HELP YOU
CHANGE THE
GAME
Kevin Harrington, Forbes 2014
THE REAL LESSON
FROM UBER
9. 74% of executives
believe that digital
transformation is about
improving value for
customers
Global Center for Digital Transformation – IMD and Cisco Initiative
10. 2 out of 3 companies
believe that their CRM
system does not support
their future needs for
customer engagement
Global Center for Digital Transformation – IMD and Cisco Initiative
61%
14. BEYOND
COMMERCE
SHOPPING EXPERIENCE
MATTERS – ONLINE & OFFLINE
PERSONALIZATION
IS KEY
DELIVER ON
YOUR PROMISES
Source : Industrial Internet:
Pushing Boundaries of Minds and Machines
Contribution to the global
GDP by the shift to digital
channels over the next fifteen
years
$15 Trillion
15. BEYOND
SERVICE
CUSTOMER SUPPORT BEFORE,
DURING AND AFTER PURCHASE
GOING DIGITAL:
BLENDING UN-ASSISTED WITH
ASSISTED SERVICE
FLAWLESS FIELD SERVICE
Source : Forrester 2016
Abandon purchase if they
can’t find quick answer to
their questions
53%
16. BEYOND
MARKETING
ONE-TO-ONE MARKETING
AT SCALE
CONTEXT IS KEY
DATA IS THE FUEL
Source : “The Contextual Marketing Imperative”,
Forrester Oct 2015
Of marketers prioritize
customer experience through
personalization
91%
17. Source: Forrester 2015
BEYOND
SALES
SMART ENGAGEMENTS
- ANYTIME, ANYWHERE
OMNICHANNEL SELLING
SALES EFFECTIVENESS: MORE
TIME TO SELL
Over 1 million
fewer B2B
sales reps will
be employed
in 2020 as
compared to
today.
19. IT’S SIMPLE:
ENGAGE YOUR CUSTOMERS LIKE
NEVER BEFORE
ServiceCommerce SalesMarketing
SAP HYBRIS CUSTOMER ENGAGEMENT SOLUTIONS
Notas del editor
As part of the sales cycle, customers are now using a number of different channels to understand the process
After Marketing (viral or otherwise) has sparked interest.
57% of the buying is done before speaking to a rep of the organisation
From initial Marketing communication, customers and prospects reach out to social and communities to understand the product and the capabilty, way before they reach out to the organisation to spend the money
All supported by consistent and connected Service platform (and strategy)