Defining the Next Era of Consumer Products: Enable Customers to Experience More with Intelligent Customer Engagement
Read how SAP Customer Experience solutions help consumer products companies achieve rapid transformation and agility across all channels. Learn how they can help you create a consistently great experience at every touch point. Pobierz dokumentSAP Customer Experience
Defining the Next Era of
Consumer Products
Engage Customers with Intelligent
Customer Experiences
Defining the Next Era of
Consumer Products
Engage Customers with Intelligent
Customer Experiences
2 | 19
Table
of contents
3 Intelligent CX Connects People,
Processes, and Data
5 SAP Solutions Make Intelligent CX
Possible
7 See SAP CX Solutions in Action
11 Exceed Customer Expectations
Consistently, Profitably, and
Sustainably
13 Build Customer Relationships that
Last with Meaningful Value
14 Boost Customer Satisfaction
During Every Interaction
15 Personalize Direct-to-Consumer
Experiences
16 Power Predictive Experiences
with Integrated Datather AcTouoints
18 SAP’s Partner Ecosystem:
Innovation Partners
for Consumer Products
19 Be Part of the Future of CX
Table
of contents
3 Intelligent CX Connects People,
Processes, and Data
5 SAP Solutions Make Intelligent CX
Possible
7 See SAP CX Solutions in Action
11 Exceed Customer Expectations
Consistently, Profitably, and
Sustainably
13 Build Customer Relationships that
Last with Meaningful Value
14 Boost Customer Satisfaction
During Every Interaction
15 Personalize Direct-to-Consumer
Experiences
16 Power Predictive Experiences
with Integrated Datather AcTouoints
18 SAP’s Partner Ecosystem:
Innovation Partners
for Consumer Products
19 Be Part of the Future of CX
3 | 19
Consumers have profound power that can make or break a brand. No matter the
circumstance, they expect to receive delightful and exceptional experiences
and products that meet their needs.
Reaching that bar requires the agility to navigate an ever-evolving landscape of
economic volatility, resource limitations, and emerging competitors. But first, you
must break down the silos across your business processes, maximizing your
potential for ongoing growth and profitability.
Intelligent CX Connects People, Processes, and Data
The customer experience (CX) has never been
more important, and next-generation intelligent
technologies present unparalleled opportunities
to transform CX.
Innovations in consumer products software can
help you rise to today’s and tomorrow’s challenges
(see Figure 1). Think of how fully integrated AI-
powered image intelligence could help you rapidly
respond to consumer demand at physical and
virtual shelves. Or how detailed user data could
accelerate decisions on product placement,
pricing, packaging, and promotion. And what if
you provided a direct-to-consumer business
model that extends the store experience with
online and mobile-first interactions?
The obstacles may seem endless, but so are the
opportunities. Even as customer expectations
rise and new market entrants continue to disrupt
the industry, you have an exceptional chance to
showcase your unique value. The key is using CX
as a strategy to make it clear your brand is the
right choice – every time.
3 | 19
Consumers have profound power that can make or break a brand. No matter the
circumstance, they expect to receive delightful and exceptional experiences
and products that meet their needs.
Reaching that bar requires the agility to navigate an ever-evolving landscape of
economic volatility, resource limitations, and emerging competitors. But first, you
must break down the silos across your business processes, maximizing your
potential for ongoing growth and profitability.
Intelligent CX Connects People, Processes, and Data
The customer experience (CX) has never been
more important, and next-generation intelligent
technologies present unparalleled opportunities
to transform CX.
Innovations in consumer products software can
help you rise to today’s and tomorrow’s challenges
(see Figure 1). Think of how fully integrated AI-
powered image intelligence could help you rapidly
respond to consumer demand at physical and
virtual shelves. Or how detailed user data could
accelerate decisions on product placement,
pricing, packaging, and promotion. And what if
you provided a direct-to-consumer business
model that extends the store experience with
online and mobile-first interactions?
The obstacles may seem endless, but so are the
opportunities. Even as customer expectations
rise and new market entrants continue to disrupt
the industry, you have an exceptional chance to
showcase your unique value. The key is using CX
as a strategy to make it clear your brand is the
right choice – every time.
3 | 19
4 | 19
1.
Product search
Customer receives
advertisement and
decides to buy the new
product directly online.
Additionally, they decide
to buy a product on
promotion in the store
using the coupon that
they received after the
first purchase.
2.
Direct customer order
for products online
Customer registers for the
community to stay
informed on future brand
events and check the
delivery status of their
online purchase.
EXPLORE
DISCOVER
DELIVER
RE-ENGAGE
UP-SELL SERVE
REPEAT ORDERS
UP-SELL
CROSS-SELL
4.
QR code and mobile app
to learn about product
use and a contest
During the store visit, the
customer scans a QR code
placed in the promotional
display window. They
download an application
explaining the new
product and promoting a
contest.
3.
In-store promotion and
redemption of coupon
Customer visits the closest
store to redeem their
coupon. They receive an
e-mail encouraging them
to purchase additional
products.
5.
Account manager
product replenishment
Manufacturer’s account
manager visits the store
and discovers low inventory
of some products on the
store’s shelf.
6.
B2B customer
reordering
To avoid stockouts, the
retailer orders directly
on the B2B customer
portal and checks
delivery status in
real time.
7.
B2C customer requires
service to check
ingredients
Customer wants to share
this new product with
friends during a party, but
they are not sure about its
composition. Worried about
potential allergies, they
contact support.
8.
Feedback collection
After the customer
promptly receives the
additional information
they needed, they receive
a survey to evaluate the
support through their
mobile device.
Figure 1: Connecting People, Processes, and Data for Intelligent Customer Experiences Across Touch Points
BUY
CX has never been more important, and
next-generation intelligent technologies
present unparalleled opportunities
to transform CX.
4 | 19
1.
Product search
Customer receives
advertisement and
decides to buy the new
product directly online.
Additionally, they decide
to buy a product on
promotion in the store
using the coupon that
they received after the
first purchase.
2.
Direct customer order
for products online
Customer registers for the
community to stay
informed on future brand
events and check the
delivery status of their
online purchase.
EXPLORE
DISCOVER
DELIVER
RE-ENGAGE
UP-SELL SERVE
REPEAT ORDERS
UP-SELL
CROSS-SELL
4.
QR code and mobile app
to learn about product
use and a contest
During the store visit, the
customer scans a QR code
placed in the promotional
display window. They
download an application
explaining the new
product and promoting a
contest.
3.
In-store promotion and
redemption of coupon
Customer visits the closest
store to redeem their
coupon. They receive an
e-mail encouraging them
to purchase additional
products.
5.
Account manager
product replenishment
Manufacturer’s account
manager visits the store
and discovers low inventory
of some products on the
store’s shelf.
6.
B2B customer
reordering
To avoid stockouts, the
retailer orders directly
on the B2B customer
portal and checks
delivery status in
real time.
7.
B2C customer requires
service to check
ingredients
Customer wants to share
this new product with
friends during a party, but
they are not sure about its
composition. Worried about
potential allergies, they
contact support.
8.
Feedback collection
After the customer
promptly receives the
additional information
they needed, they receive
a survey to evaluate the
support through their
mobile device.
Figure 1: Connecting People, Processes, and Data for Intelligent Customer Experiences Across Touch Points
BUY
CX has never been more important, and
next-generation intelligent technologies
present unparalleled opportunities
to transform CX.
4 | 19
5 | 19
SAP Solutions Make Intelligent CX Possible
Your people and teams have most likely made
great strides in improving your brand’s CX.
However, most businesses find their efforts need
to be more connected and efficient to reach their
full potential. SAP CX solutions can help tie your
digitalization initiatives and CX improvements
together to increase their impact based on
enterprise-wide collaboration and data-driven
decision-making.
Together, SAP CX solutions can create one cohesive
experience for your business and your customers
by breaking down silos that separate your opera-
tional data from contextual data (see Figure 2).
That’s because SAP CX solutions are tailored
to the consumer products industry as well as
being connected, insightful, and adaptive.
Your business is different from its competition,
and so are SAP Customer Experience solutions.
We’ve designed SAP CX solutions to help you
stand out and stay ahead in increasingly satu-
rated, commoditized, and disrupted markets.
Our solutions empower you to focus on your
brand’s greatest strengths throughout the customer
experience. You can then learn about your
consumers and engage them in the moment with
personalized and relevant channels. You can
even use SAP CX solutions to inspire B2B customers
to purchase from your brand and provide out-
standing service that inspires ongoing loyalty,
repeat purchases, and brand advocacy.
Customer data Operational data
Partner ecosystem
Intelligent CX
SERVICE
SALES
COMMERCE
MARKETING
HUMAN
CAPITAL
MANAGEMENT
FINANCIAL
MANAGEMENT
ENTERPRISE
RESOURCE
PLANNING
SUPPLY
CHAIN
MANAGEMENT
BUSINESS
NETWORKS
Partner ecosystem
Business AI
Customer insights
Operational insights
C
u
s t
o
m
e
r d
a t a s o l u t i o n s
B
u
s
i
n
e
s
s
T
e
c
hnology
P
l
a
tf
o
r
m
I
n
dustr
y
u
s
e
c
a
s
e
s
I
n
d
u
s
t r
y
u
s
e
c
a
s
e
s
Figure 2: Delivering Intelligent CX by Connecting Experiences to the Value Chain
SAP Solutions Make Intelligent CX Possible
Your people and teams have most likely made
great strides in improving your brand’s CX.
However, most businesses find their efforts need
to be more connected and efficient to reach their
full potential. SAP CX solutions can help tie your
digitalization initiatives and CX improvements
together to increase their impact based on
enterprise-wide collaboration and data-driven
decision-making.
Together, SAP CX solutions can create one cohesive
experience for your business and your customers
by breaking down silos that separate your opera-
tional data from contextual data (see Figure 2).
That’s because SAP CX solutions are tailored
to the consumer products industry as well as
being connected, insightful, and adaptive.
Your business is different from its competition,
and so are SAP Customer Experience solutions.
We’ve designed SAP CX solutions to help you
stand out and stay ahead in increasingly satu-
rated, commoditized, and disrupted markets.
Our solutions empower you to focus on your
brand’s greatest strengths throughout the customer
experience. You can then learn about your
consumers and engage them in the moment with
personalized and relevant channels. You can
even use SAP CX solutions to inspire B2B customers
to purchase from your brand and provide out-
standing service that inspires ongoing loyalty,
repeat purchases, and brand advocacy.
Customer data Operational data
Partner ecosystem
Intelligent CX
SERVICE
SALES
COMMERCE
MARKETING
HUMAN
CAPITAL
MANAGEMENT
FINANCIAL
MANAGEMENT
ENTERPRISE
RESOURCE
PLANNING
SUPPLY
CHAIN
MANAGEMENT
BUSINESS
NETWORKS
Partner ecosystem
Business AI
Customer insights
Operational insights
C
u
s t
o
m
e
r d
a t a s o l u t i o n s
B
u
s
i
n
e
s
s
T
e
c
hnology
P
l
a
tf
o
r
m
I
n
dustr
y
u
s
e
c
a
s
e
s
I
n
d
u
s
t r
y
u
s
e
c
a
s
e
s
Figure 2: Delivering Intelligent CX by Connecting Experiences to the Value Chain