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
@
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
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