Customers understand their commercial value. They can opt-in but also opt-out at a moment’s notice. Customer Centricity, as intangible asset, is one of the top 10 CEO issues and 89% of companies expect to compete mostly on the basis of customer experience. However, companies are missing solutions that help them to understand how to retain these newly empowered customers. Traditional CRMs cannot enable companies to follow a total customer centric approach where they put the customer at the center.
What is needed is to enable organizations to become truly customer-centric by holistically model, manage & monitor real-time information on any customer touch points and its link to all – directly and indirectly – related activities within the organization. We need to look for solutions which allow to model and continuously monitor direct and indirect influencing factors on customer experience as well as provide recommendations, execute actions, and measure effects on customer relationship.
At the International SAP Conference for Utilities in Lisbon we will present highlights of the co-innovation project between Energie AG and SAP’s Innovation Center Network, where both companies work together to find ways to enable organizations to become truly customer centric.
The presentation Holistic Customer Experience Management: A Co-Innovation Project Between SAP and Energie AG is part of the Customer Engagement Track and will take place on Wednesday, March 29, 2017 from 16:30 – 17:00.