Retail. Alfredo Guardiola Junio 2015

Transcripción

1 Retail Alfredo Guardiola Junio 2015

3 Los consumidores quieren una mejor experiencia 2 de 5 consumidores no han completado una transacción o hecho un compra culpa del mal servicio. American Express Global Consumer Barometer 70% de la experiencia de comprar es como el cliente se siente tratado. McKinsey 67% de retailers de los Estados Unidos dicen que mejorar la experiencia del consumidor está dentro de sus 3 mayores prioridades Forrester 86% de clientes están dispuestos a pagar más por una mejor experiencia de compra American Express 2014 SAP AG. All rights reserved. 3

4 REFER FRIENDS POST REVIEW JOIN GROUPS TRACK ORDER RECEIVE PACKAGE MISSING ITEM SETUP PHONE BILLING ISSUE MAKE PAYMENT PHONE DAMAGE TERMINATE SERVICE NETWORK ISSUE CHANGE ADDRESS RECEIVE OFFER DISCOVER NEED RESEARCH RECEIVE OFFER TRACK ORDER RESTART SERVICE SHOP & BUY SHOP & BUY RECEIVE PACKAGE MISSING ITEM POST REVIEW PRODUCT SUPPORT BILLING ISSUE MAKE PAYMENT DAMAGED ITEM RETURNS JOIN GROUPS DELIVERY ISSUE CHANGE ADDRESS ADDITIONAL PURCHASE RECEIVE OFFER REFER FRIENDS WEB PRINT DIGITAL ADS WORD OF MOUTH SOCIAL TV RETAIL STORE WEB SHOP REVIEWS SEARCH KW/ADS CONTACT CENTER WEB SHOP SOCIAL RETAIL STORE WEB SHOP CONTACT CENTER CONTACT CENTER RETAIL STORE CONTACT CENTER CONTACT CENTER SOCIAL WORD OF MOUTH SOCIAL SUPPORT PORTAL? SUPPORT PORTAL? BRANDED COMMUNITY? CONCIENCIA INTERES DECISION ACCION USE ACCION REFERENCIA REFERENCIA DECISION USO Cada Consumidor Crea su propio camino

5 Llegar a las expectativas del cliente requiere alineación de la organización con la tecnología. Merchandising Supply Chain Merchandising Supply Chain Merchandising Supply Chain Marketing Marketing Marketing Stores ecom Channels Customer Touch Points Mobile Centrado en Producto Silos Organizacionales Datos diciminados e Inconsistentes Soluciones Puntuales Inventarios segregados por canal Operaciones de canales separadas Cliente al centro de la toma de decisiones Mercaderías, Marketing y Supply Chain Alineadas Una vision del cliente y la demanda Sistemas integrados Inventario en tiempo real, visibilidad y optimización Experiencia de marca consistente a través de canales 2014 SAP AG. All rights reserved. 5

7 Se requiere extender más allá de las 4 paredes Redes Sociales Redes de Negocios Redes de las cosas Influir y controlar las conversaciones de su marca. Mejor entender al comprador Compartir con clientes en casa paso de su experiencia de compra. Mejorar eficiencias y certeza en transacciones con proveedores Colaboración con proveedores, promociones, eventos, lanzamientos. Obtener conocimiento de billones de dispositivos conectados a la red Estar donde estén los clientes, autos, vuelos, etc La experiencia del cliente cambiará. $65 trillion Global trade by billion Connected people on social networks by billion Connected devices by SAP AG. All rights reserved. 7

8 La complejidad creada por decadas es una mochila Current Situation Proliferación de soluciones puntuales Datos e infraestructura redundantes Escaso conocimiento para decisiones Experiencia de usuario y consumidor pobre SAP Goal SIMPLIFICAR 40% executives worry that their organizations will not keep pace with technology change and lose their competitive edge. McKinsey study, SAP AG. All rights reserved. 8

9 Estrategia de retail SAP Redefinir Customer Engagement & Commerce Experiencia contextual y personal a través de todos los puntos de contacto con el cliente Plataforma Plataforma Retail en Tiempo Real Innovación en nuevos modelos de negocios basados en demanda y pronóstico común. Aplicaciones Souciones y Funcionalidad Integrada Lideres en el Mercado Transformación de los proceso de negocio con entendimiento en tiempo real de clientes, inventarios y ventas. Network Generación de Eficiencias y Nuevos Modelos de Negocios Reinvención del comercio con proveedores, consumidores y dispositivos conectados. Simplificar TI y Procesos de negocios para destrabar la innovación en negocios 2014 SAP AG. All rights reserved. 9

10 Estrategia SAP - Retail Applications Platform Network Network of Things Negocio & Análisis Predictivo Cloud hybrid On Premise Administración de Mercaderías Retail Compras RRHH Manufactura Distribución & Logística Real Estate Finanas Planificación, Precios y Promociones Pronóstico Integrado (Demanda) Supply Driven Planning Red de Empleados Plataforma Customer and Commerce Social Network Contenido de product y marketing Comercio Marketing Servicios Red de Proveedores y Partners Plataforma de datos y aplicaciones en tiempo real y movil Funciones Corporativas Procesos Commodity; muy lentos para cambiar No son visibles o apreciados por el comprador. Foco Retail: TCO bajo Procesos de retail core Críticos para la entrega de valor pero no visibles al cliente Foco Retail: El major fit functional balanceado con TCO. Toca al cliente, tiene que ser el diferenciador. Funcionalidad muta constantemente, rápida innovacion Foco retail: Diferenciación de Marca y experiencia de cliente SAP AG. All rights reserved. 10

11 Innovaciones y Soluciones Claves de SAP Applications Platform Network HANA Cloud Platform, Smart Vending Machine, Connected Logistics, Connected Car SAP BI Portfolio including SAP Infinite Insight (KXEN), HANA Predictive Insight, Lumira SAP Merchandising for Retail Fashion Management Solution Planning for Retail, Assortment Planning, PMR Social Contact Intelligence Partner Solutions hybris Commerce Transportation Management SuccessFactors Ariba Extended Warehouse Management Fieldglass Concur Unified Demand Forecast F&R, Allocations Planning * Customer Activity Repository (CAR), hybris Marketing Data Management SAP JAM hybris Marketing SAP CRM Cloud for Customer POS by GK Mobile In-store MIM Ariba, Concur HANA, HANA Enterprise Cloud, HANA Cloud Platform; SAP Mobile Platform; Fiori Innovation Focus Cloud Leadership Simplified Business Processes e.g. Fashion Management; s-innovations HANA as the great unifier and simplifier Fiorifront-end for ease of consumption CAR & UDF as Real-time Retail Foundation Retail applications on CAR & HANA e.g. PMR, Assortment Planning CAR and Marketing data management as foundation for omni-commerce interactions as well as Partner & customer co-innovation hybris as leading omni-commerce platform Integrations including hybris-car Store solutions including POS by GK and Fiori apps for in-store merchandising hybris Marketing including Segmentation, Product Recommendation, Personalized Offers 2014 SAP AG. All rights reserved. * Roadmap Item 11

12 Gracias! Contact information: Alfredo Guardiola Head of Retail Wholesale LAC

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