Deliver personalized experiences, simply the front office, transform and be as agile as your customers. ..And power your customer's journey with SAP Hybris. For more information on how SAP Hybris can help guide and influence the customer journey, please visit us at: www.hybris.com

1. Power Your Customer’s
Journey with SAP Hybris
By Johann Wrede
Global Head of Audience, Brand and Content Marketing

2. of online ads
are ignored
99.76%
Source: Google

3. of the buying
process
happens
before sales
is contacted
57%
Source: Customer Executive Board

4. abandoned
a purchase
due to a
poor service
experience
60%
Source: American Express Global Barometer

6. WEB
PRINT
DIGITAL
ADS
SOCIAL
WORD OF
MOUTH
TV
RETAIL
STORE
WEB
SHOP
REVIEWS
CONTACT
CENTER
E-MAIL
BRANDED
COMMUNITY
SUPPORT
PORTAL
TRADE
SHOW
SELF
SERVICE
SEARCH
KW/ADS

7. MAKE
PAYMENT
JOIN
GROUPS
POST
REVIEW
RECEIVE
OFFER
Digital
ADS
Print
Web
TV
CHANGE
ADDRESS
NETWORK
ISSUE
SETUP
PHONE
RECEIVE
PACKAGE
MISSING
ITEM
TRACK
ORDER
BUY
SHORT
LIST
REFER
FRIENDS
RECEIVE
OFFER
RESTART
SERVICE
TERMINATE
SERVICE
PHONE
DAMAGE
BILLING
ISSUE
Social
E-mail
Social
Social
Social
E-mail
Retail
store
Contact
Center
Retail
store
Retail
store
Contact
Center
Contact
Center
Contact
Center
Contact
Center
Web-
shop
Web-
Shop
Web-
shop
Support
portal
Support
portal
Word of
mouth
Word of
mouth
RESEARCH
Reviews
Branded
commu-
nity
Search
KW/ADS
Web-
Shop
Web
DISCOVER
NEED
INTEREST
AWARENESS
DISCOVERY
CONSIDERTATION
CONSIDERATION
USE
USE
ADVOCACY
ADVOCACY
ACTION
ACTION

8. AWARENESS
Know Your Audience
Be Active on Social
Encourage Conversation
Optimize Content
Print
Social
Digital
ADS
TV
Word of
mouth
Search
KW/ADS

9. SAP Hybris Marketing SAP Hybris as a Service

10. AWARENESS
DISCOVERY

11. DISCOVERY
Social
Word of
mouth
Search
KW/ADS
Retail
store
Trade
showWeb
Appear In Search
Be Omni-Channel
Personalize Engagement
Deliver Programs

12. Search
SAP Hybris Commerce SAP Knowledge Central
by MindTouch

13. AWARENESS
DISCOVERY
INTEREST

14. INTEREST
Social
Retail
store
Reviews
Contact
Center
Branded
community
Web-
Shop
Personalize More
Share Stories
Connect Conversations
Market and Sell

15. SAP Jam Communities SAP Hybris Marketing

16. AWARENESS
DISCOVERY
INTEREST
CONSIDERATION

17. CONSIDERATION
Deliver Detail
Identify Players
Share Experiences
Be One-to-One
Meetings
Contact
Center
Reviews
Word of
mouth
Retail
store
Support
portal

18. SAP Cloud for Sales SAP Hybris Commerce

19. AWARENESS
DISCOVERY
INTEREST
CONSIDERATION
ACTION

20. ACTION
Simplify Transaction
Stay Engaged
Offer Choices
Monitor Activity
Meetings
Contact
Center
Retail
store
Social
Self
service
Web-
Shop

21. SAP Hybris Billing SAP Hybris Commerce

22. AWARENESS
DISCOVERY
INTEREST
CONSIDERATION
ACTION
USE

23. USE
Drive Adoption
Effortless Service
Be On Brand
Measure Success
Contact
Center
Retail
store
Social
Support
portal
Field
service
Search
KW/ADS

24. SAP Cloud for Service SAP CRM Service Manager

25. AWARENESS
DISCOVERY
INTEREST
CONSIDERATION
ACTION
USE
ADVOCACY

26. ADVOCACY
Monitor
Reward & Amplify
Encourage Dialogue
Address Issues
Social
Meetings
Reviews
Word of
mouth
Branded
community
Trade
show

27. SAP Cloud for Service SAP Hybris Marketing

28. AWARENESS
DISCOVERY
INTEREST
CONSIDERATION
ACTION
USE
ADVOCACY

29. 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
SAP Hybris
BILLING

30. TRANSFORM
AGAIN AND AGAIN
AND BE AS AGILE
AS YOUR
CUSTOMERS
ORCHESTRATE
PROCESSES AND
DATA TO SIMPLIFY
YOUR FRONT
OFFICE
DELIVER
PERSONALIZED
EXPERIENCES
IN CONTEXT
SAP Hybris helps you

31. … so you can power your
customers’ journeys.

32. THANK YOU