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Author's profile photo Margot Heiligman

“Engage With Your Customers Like Never Before” Kicks off #CRM2013

“Engage with your customers like never before” was the message which Dr. Volker G. Hildebrand emphasized during his Keynote yesterday – which signaled the official kick-off to CRM2013, here in Las Vegas.

With his usual panache, Hildebrand shared memories of Las Vegas past energizing the crowd of several hundred with not only words, but also to the sound of Elvis Presley’s “Viva Las Vegas” for a few moments. From twitter:

AmyHThistle Tweet at CRM2013_3.png

The message was clear – in a world of ‘digital immersion’, customer expectations continue to rise and in the words of Henry Ford: “It is the customer who pays the wages.” STILL.

Hildebrand’s keynote included a demo of SAP’s Social Media Analytics by Netbase using the Las Vegas brand to gain insights from sentiment, passion and emotions of those participating in the conversation – drilling down to the Heart Attack Grill – a restaurant establishment gaining popularity in the social channels; most often associated with the hashtag: #onlyinamerica:   

Heart Attack Grill.png

What really resonated was personalization of the customer engagement in real-time through example customers: HSE24 – a European shopping site and BigPoint – a social gaming company.  With the SAP 360 Customer, powered by SAP HANA, both companies are engaging like never before. 

On the innovation front, SAP Announced the Customer Engagement Intelligence solutions:

  • SAP Customer Value Intelligence
  • SAP Audience Discovery and Targeting
  • SAP Account Intelligence
  • Predictive Analytics

Scott Druckenmiller demoed how this could work by showing the SAP Account Intelligence App, Audience Discovery and Targeting, and A Day in the Life App. all designed to support sales managers and sales teams to be more productive.  

A Day in the Life.png

Beni Basel, SAP will be drilling down into those solutions Wednesday in his overview session today on SAP’s Customer Engagement Intelligence analytical applications which are powered by SAP HANA.  Each of these applications help bring companies closer to their customers through deeper understanding of customer value and ability to create targeted and personalized sales and marketing strategies.

STM Société de Transport de Montréal, the Montreal public transportation is an example of a company which is leveraging these capabilities to connect several hundreds of retailers and other venues to their customers in real-time using mobile and in-memory computing to deliver compelling, personalized offers.

In closing,

Dr. Hildebrand shared the SAP 360 Customer Test Drive which is available.

Stay tuned for more coverage of the CRM 2013 conference in the coming days!

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