Best Practices in Omnichannel Commerce
1 like1,418 views
The document discusses best practices in omnichannel commerce, emphasizing that customers have high expectations for consistent and positive brand experiences across all touchpoints. It highlights the challenges businesses face in providing seamless customer journeys and the necessity of unified technology to enhance customer engagement. SAP Hybris is presented as a market leader addressing these challenges by offering solutions that prioritize convenience, consistency, relevance, empowerment, and agility in customer interactions.
Best Practices in Omnichannel Commerce
- 1. Best Practices in Omni-Channel Commerce S.Pranatharthi HARAN Head of Business – SAP Hybris, South-East Asia
- 2. CUSTOMER EXPERIENCE CUSTOMER INSIGHTS DIGITAL TRANSFORMATION Three Relevant Trends
- 3. SAYS THEIR EXPECTATION FOR CUSTOMER EXPERIENCE ARE ALWAYS MET. 1% SAY THEY SWITCHED BUSINESS TO A COMPETITOR DUE TO POOR CUSTOMER EXPERIENCE 89% SAY THEY ARE WILLING TO PAY EXTRA FOR EXCELLENT CUSTOMER EXPERIENCE. 86% Source: Harris Interactive Survey of US Consumers, 2011 CONSUMERS HAVE HIGH STANDARDS
- 4. THE BRAND RELATIONSHIP WITH CONSUMERS IS BUILT THROUGH A SERIES OF REAL-TIME CONNECTIONS OVER MULTIPLE TOUCHPOINTS. BUYER BEHAVIOR DEMANDS CUSTOMER- CENTRIC VALUES WHICH RENDERS CHANNEL- SPECIFIC PROCESSES OBSOLETE. BUYERS PERCEIVE A BRAND AS ONE REGARDLESS OF CHANNEL OR DEVICE. ALL TOUCHPOINTS PERCEIVED ONE BRAND
- 5. EXPECT PRODUCT INFORMATION TO BE CONSISTENT ACROSS CHANNELS 51% EXPECT PROMOTIONS TO BE CONSISTENT 57% SAY VARIABLE PRICING IS OUTDATED. 69% UNIFIED BRAND PRESENCE
- 6. THE MAJORITY OF BUSINESSES CAN’T SUPPORT AN OMNICHANNEL CUSTOMER JOURNEY. JUST 12% CAN PROVIDE A SEAMLESS HAND-OFF BETWEEN CHANNELS. SOURCE: Forrester Wave Customer Service Solutions 2014 @wredefine
- 7. HOW DO YOU DELIGHT YOUR CUSTOMERS AND GROW THE RELATIONSHIP? HOW DO YOU UNIFY YOUR TECHNOLOGY TO CREATE PERFECT COMMERCE EXPERIENCE FOR YOUR CUSTOMERS TO ENGAGE THEM, INSPIRE AND RETAIN FOR A LONG RUN? THE CHALLENGE
- 8. LEGACY APPLICATIONS, INTEGRATION CHALLENGES, AND DATA SILOS MAKE THIS IMPOSSIBLE TODAY. CRM. WEB CMS. MOBILE. MARKETING. OMS. STORES. CONTACT CENTERS. ETC. 8
- 9. BUY ONLINE $189 CAN’T RETURN IN-STORE NEGATIVE ONLINE EXPERIENCE
- 10. @ RECEIVE EMAIL PROMOTION WITH COUPON STORE CAN’T SCAN FROM MOBILE DEVICE NEGATIVE ONLINE EXPERIENCE
- 11. $189 SOLUTION: PROVIDE POSITIVE BRAND EXPERIENCE
- 12. THE CORE WHAT SETS SAP HYBRIS APART IN THE MARKET? HYBRIS BREAKS DOWN THE GREAT WALL BETWEEN CUSTOMER AND BACK OFFICE OF THIS PROBLEM WE ATTACK
- 13. We Are the Market Leader Gartner Magic Quadrant for Digital Commerce Forrester Wave: B2C Commerce Suites, Q1 2015 Forrester Wave: B2B Commerce Suites, Q1 2015
- 14. ERP WMS PLM CRM DATA POOLS SINGLE VIEW OF PRODUCT SINGLE VIEW OF INVENTORY SINGLE VIEW OF CUSTOMERS SINGLE VIEW OF ORDERS SINGLE SOURCE OF TRUTH SINGLE SOURCE OF TRUTH LEVERAGE DATA TO DRIVE OMNICHANNEL PRODUCT. CUSTOMER. ORDER CALL CENTER PRINTSOCIAL TVPOSWEB MOBILE Product Content Management built for business Order Management native Configured for success our customers. Our Partners. hybris Extend. The Data Hub. Accelerators. Modern architecture built to complement not replace existing investments
- 16. WITH CUSTOMERS MORE PRESSED FOR TIME THAN EVER, CONVENIENCE IS NOT JUST A BENEFIT, IT’S A CENTRAL RULE TO THE CUSTOMER EXPERIENCE. CONVENIENCE
- 17. CONSISTENCY CONSISTENCY IS ABOUT BUILDING A UNIFIED BRAND PRESENCE ACROSS MULTIPLE CHANNELS THAT CUSTOMERS COME TO TRUST.
- 18. RELEVANCE THE EVER-CONNECTED CUSTOMER EXPECTS BRAND INTERACTIONS TO BE, HIGHLY PERSONALIZED, IN REAL- TIME, AND TAILORED TO BUYING PREFERENCES.
- 19. EMPOWERMENT THE TRANSFER OF POWER FROM BRANDS TO BUYERS IS THE MOST SIGNIFICANT CHANGE IN THE CUSTOMER RELATIONSHIP ARENA IN YEARS. BRANDS MUST DELIVER EXPERIENCES THAT EMPOWER AND INFORM THEIR CUSTOMER AND DRIVE THEM TO MAKE THE BEST PURCHASING DECISION.
- 20. AGILITY IN ORDER TO BE AGILE, BUSINESSES MUST USE ANALYTICS TO RECOGNIZE MARKET CHANGES AND SHIFTS IN BUYER BEHAVIOR IN REAL-TIME.
- 21. Beyond CRM Beyond Commerce Beyond Marketing Beyond Sales Beyond Service
- 22. INDUSTRIES SOCIAL & PREDICTIVE ANALYTICS SALES SERVICE MARKETING COMMERCE SAP HANA CLOUD/CUSTOMER ENGAGEMENT PLATFORM WEB CALL CENTER MOBILE SOCIAL EMAIL @ DIGITAL GOODS POS MARKETING CHANNELS INTERNET OF THINGS CONTENT CENTER MARKET- PLACE CONSISTENT, END-TO-END USER EXPERIENCE ACROSS CHANNELS & DEVICES REAL-TIME CONTEXT CUSTOMER ENGAGEMENT ANYWHERE. ANYTIME.