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On September 16, SAP globally launched the message that in order to be successful in today’s economy companies must look “Beyond CRM” and embrace Customer Engagement techniques, tools, and mindset. While the tools and techniques of Customer Relationship Management are not all obsolete, companies must extend their capabilities to go from merely managing the customer record to engaging meaningfully with consumers in real-time.

This especially rings true for the utilities industry. Changing customer demographics, deregulation, de-carbonization, and decentralization of power production all factor in to a predicted demise of utilities in their current form. It is bringing change that utilities have not seen in decades.

So, how can you begin to explore going “Beyond CRM”? Let me make three suggestions.

1) Discover what “Beyond CRM” means by going to http://discover.sap.com/beyond-crm.

2) Take the evaluation and determine your “Customer Engagement Score”
Scroll down the aforementioned web page to access the quiz here as shown below. (Sorry, I was not able to retrieve a direct link)

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3) Stay tuned to our Customer Engagement & Commerce (CEC) page on SCN.
We are posting frequent updates to how SAP and hybris can help utilities globally master digital transformation, helping the empowered consumer, support your changing business models and take advantage of the innovations through connceting people, devices, and business processes in the Internet of Things. ==>LINK

Best regards,
Juergen

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