Consumers today are more savvy than ever. If we recognised a “consumer economy” previously, it is now succeeded by the “digital economy”.
There is a growing intolerance on the part of consumers to have fragmented experiences when doing business. They may want everything, anytime on a mobile device such as a tablet – outside “working time” for example. But they will want to use a desktop PC in the office environment or a smart phone when on the move.
And companies cannot opt out from the disruption that digital technology creates. Companies need to be available for their customers in the fashion that they need.
It is imperative for companies to get to know their customers, discover their business behaviour and what drives them. And anticipate what they will do in the future. The message to the selling company is to keep listening and learning.
Systems built in the past were designed to fit the consumer economy. For specific demands “point solutions” proliferated, leading to multifarious system landscapes. Such complexity that has built up over time is a barrier to changing quickly. Cloud solutions are intended to remove the complexity of the traditional monster ERP implementation. Transformation may however be costly, and induce some fear. Good leadership is essential.
A recent study commissioned by SAP Hybris shows that only one in four companies are enabling omnichannel customer engagement, whereby they have a unified, “single view” of the customer and are delivering a consistent, and relevant experience across all their channels.
With the SAP Hybris solutions for customer engagement and commerce, and with a focus on SAP Hybris Marketing a business can combine both implicit and explicit insights to truly understand their customer. And then create experiences that are personalised, attractive and worthwhile.
Consider the various solutions within SAP Hybris:
SAP Hybris Commerce ranks consistently among the top commerce software platforms worldwide. In its remit of omni-channel, it helps integrate all digital and physical customer touchpoints onto a single platform, including online, mobile, point-of-sale, call center, social media and print. It thus delivers a seamless and relevant buying experience for consumers or businesses. The SAP Hybris Commerce curriculum includes enablement for those wishing to gain skills as SAP Hybris Commerce developers, system administrators, functional analysts and users.
SAP Hybris Marketing enables marketers to develop a deeper understanding of customers; to know what they have done, what they may do, and most importantly what they are doing now. Enabling real time contextual marketing, businesses may gain real-time insights into the context of each customer, and leverage these insights to deliver highly individualized customer experiences across channels. The SAP Hybris Marketing curriculum includes enablement for business stakeholders wishing to learn about the solution’s functionality as well as learning about configuring the solution and its integration with SAP Hybris Commerce.
SAP Hybris Cloud for Customer innovates how you do business. Providing a seamless customer experience across all communication channels, businesses can sell and service anytime, anywhere with seamless mobile support for a host of devices. It integrates multiple sources of data-internal and external-to build a 360 degree account view, with rich customer profiles, customer influencers, partners and much more. The solution can get back-office information pushed to you in real-time, with native integration to the SAP ERP application and the SAP CRM application. The SAP Hybris Cloud for Customer curriculum includes enablement on implementing the solution, with focused courses on SAP Hybris Cloud for Sales and SAP Hybris Cloud for Service. Another course takes you through the integration of SAP Hybris Cloud for Customer with on-premise SAP solutions. There is also, for developers, a class that simulates the development of a specific customer requirement where students can get hands on experience with the Software Development Kit.
SAP Hybris Billing can streamline your revenue management processes and integrate your entire order-to-cash process with solutions for the digital transformation of commerce and billing. It enables businesses to boost average revenue and reduce churn with subscription order management. The solution can optimize revenue and gain insight into the effects of pricing strategies, with pricing simulation before launching new products. It allows for accounting, controlling, and reporting of high volumes of financial transactions, with simplified invoicing that enhances cash flow and customer care. Enablement includes classes on functional and technical overview of the SAP Convergent Charging business processes and integration, the important business processes in SAP Contract Accounting and the billing and invoicing process within SAP Convergent Invoicing in an SAP Hybris Billing context.
Find out more about the enablement options for SAP Hybris solutions through the SAP Learning Journeys – https://cdn.training.sap.com/cdn/pdf/Customer-Engagement-Commerce_learning-journey_beta.pdf