Customers hold the cards in today's economy. Empowered by social media, blogs, and other Internet platforms-customers now have dramatic impact on brand, product design, and market share. This unprecedented influence makes customer experience management (CEM) not only a key business differentiator, but a primary driver of enterprise success.

Watch the Webcast

Watch this Webcast to learn how businesses are redesigning their customer-facing processes to complete the transformation from product-centric to customer-centric. A panel of experts discusses the imperative behind this historic business shift and the consequences of failing to make the transition.

You’ll also learn about SAP’s integrated approach to customer relationship management (CRM) and how the SAP CRM application supports effective CEM by enabling the 360 degree customer view, essential in today’s business environment.

Topics

Customer Experience Management Today from Innovation to Execution
How can an organization determine whether it is, in fact, customer-centric? What best practices must an organization adopt as it overhauls customer-facing processes? How can an organization achieve quick time to value from CEM investments? Lior Arussy, President, Strativity Group, answers these questions and more as he provides a roadmap to overcoming business challenges and pain points around customer experience management.

Act Immediately, Grow Strategically with a Customer-Centric Approach
SAP advocates a holistic approach to customer relationship management with CRM software that is scalable, rapidly deployable, and affordable. This approach can help customers eliminate silos, deliver value quickly, and reinforce operational excellence. Jujhar Singh, Senior Vice President, CRM Solution Management, SAP, and Jeff Eberhart, Senior Director, SAP CRM Center of Excellence, North America, detail the SAP CRM philosophy, sharing customer feedback and success stories from Belden and Porsche.

CRM@Porsche implementation partner was Mieschke Hofmann und Partner (MHP).

Speakers

• Lior Arussy, President, Strativity Group
• Jujhar Singh, Senior Vice President, CRM Solution Management, SAP
• Jeff Eberhart, Senior Director, SAP CRM Center of Excellence, SAP Americas