Click here to close now.

Welcome!

SAP Authors: Carmen Gonzalez, Liz McMillan, Pat Romanski, Plutora Blog, XebiaLabs Blog

News Feed Item

SAP to Power the Customer Experience Transformation

New SAP® 360 Customer Solution to Bring Organizations Closer to Their Customers and Enable Personalized Customer Engagement Anywhere, On Any Device

MADRID, Nov. 13, 2012 /PRNewswire/ --  SAP AG (NYSE: SAP) today announced the new SAP® 360 Customer solution. Powered by the SAP HANA® platform, the solution will harness the power of in-memory computing, cloud, enterprise mobility and collaboration to allow organizations to revolutionize the way they engage with their customers beyond traditional customer relationship management (CRM). The announcement was made at SAPPHIRE® NOW + SAP® TechEd, being held as a co-located event in Madrid from November 13-16.

(Logo:  http://photos.prnewswire.com/prnh/20110126/AQ34470LOGO)

In today's highly competitive business climate, customer experience becomes the new competitive differentiation for organizations. "Customer expectations continue to rise. It's simply not enough to only react to customer issues," said Don Peppers, co-founder, Peppers & Rogers Group. "By understanding customers' needs, preferences and social profile, companies seek to proactively engage with them to create personalized and differentiated experiences that lead to trust."

This engagement enables companies to improve customer loyalty, maximize customers' lifetime value and optimize their resources to create more value for the customers and the shareholders alike. The breakthrough in-memory technology of SAP HANA will turn this vision into a reality for enterprises around the globe.

"This is a game-changing solution that will help companies market better, sell better, service better and truly create remarkable experiences for their customers," said Bill McDermott, co-CEO, SAP. "With SAP 360 Customer powered by SAP HANA, companies gain true 360-degree customer insight that is real-time, actionable and available anywhere."

SAP 360 Customer will provide unique capabilities to turn insight into action and engage with customers one-to-one — in context and in real time. It will enable organizations to create a superior customer experience while driving operational excellence by empowering the mobile workforce, fostering collaboration, executing transactions faster and providing better response times. The solution is already transforming the way companies engage with customers. Lenovo, a US$29 billion personal technology company and the world's second-largest PC vendor, has been an early adopter of the SAP HANA platform to support the fast growth of the organization.  

"Knowing exactly what is happening in our business at any moment and being able to respond quickly to changing market conditions is critical for the success of Lenovo," said Xiaoyu Liu, vice president, Global Application Development, Lenovo. "SAP HANA has proven to be a high-performing platform to help us achieve this goal. That's why we are exploring supercharging customer relationship management with SAP HANA. We have already seen 30 times faster performance in key processes during the customer validation phase. The first results are very promising, allowing our business to not only get 360-degree real-time business insight, but also significantly accelerating all our customer-facing operations."

"We have realized the long-held vision of our founder Hasso Plattner to deliver a real-time enterprise with transaction, text and analytics processing on one platform," said Dr. Vishal Sikka, member of the SAP Executive Board, Technology and Innovation. "Support pack stack 5, to be announced this week, is a non-disruptive increment for SAP HANA and yet a large step forward, as it aims to enable  integrated application services, key enterprise capabilities for high availability, disaster recovery and integrated text analytics, as well as key OLTP optimizations that enable us to release our first mission-critical SAP Business Suite application, SAP CRM, to run completely on the SAP HANA platform."

Three Essential Elements of SAP 360 Customer
Customers will benefit from three elements of SAP 360 Customer, including:

  • Real-time insight: Organizations will gain proprietary customer insights, understand customer needs and preferences and predict future behavior. This real-time and true 360-degree view of the customer will be based on the most accurate front-office interactions, back-office transactions and publicly available information from social networks. Organizations will be able to access large amounts of data in shorter periods of time, dramatically increase the speed of existing processes and revolutionize decision-making — anywhere, on any device.
  • Real-time interactions: Companies will be able to leverage just-in-time customer insight to deliver one-to-one interactions through any channel. Organizations will be able to deliver a differentiated customer experience and provide customers with highly personalized offerings, which will accurately reflect the specific customer needs and wants. They will be able to act on information as it happens and proactively engage with customers to resolve issues, introduce new products and services and decide on future courses of action.
  • Real-time execution: Companies will be able to instantly carry out end-to-end customer processes beyond the front office, truly deliver on their brand promise and create differentiated customer experiences. By leveraging industry best practices inherent in SAP solutions, organizations will be able to improve the effectiveness and efficiency of every customer process. This will enable companies to truly transform and empower the front line employees to better engage with customers across marketing, sales and service functions.

A key component of the SAP 360 Customer solution will be the SAP® CRM application powered by SAP HANA. Other products to be included are cloud-based solutions such as the SAP® Customer OnDemand solution, the SAP® Jam social software platform and several mobile solutions.

SAP CRM powered by SAP HANA is also planned for availability as a rapid-deployment solution for new customers and CRM installations, as well as to support existing customer pilots. SAP® Rapid Deployment solutions are designed for customers to go live within 12 weeks or less and offer a complete package of pre-configured software, implementation services, content and end-user enablement for a fixed price and scope.

More Opportunities for Partners
SAP 360 Customer will be implemented and offered by SAP and partners. With the solution, partners will have an opportunity to innovate and grow their business while helping their customers gain competitive differentiation and grow. To read what partners have to say, see "Quote Sheet: SAP to Power the Customer Experience Transformation."

For announcements, blog posts, videos and other coverage during SAPPHIRE NOW + SAP TechEd Madrid, visit the Events newsroom.

SAPPHIRE® NOW + SAP® TechEd Madrid
In 2012, SAP again brings together its largest ecosystem education event series with its premier customer conference for a co-located event being held in Madrid, Spain, from November 13-16. With SAPPHIRE® NOW, SAP offers its customers, partners, and prospects even more opportunities to engage in dialogue with peers, participants and thought leaders around the globe, and can gain insight as to how SAP is delivering on its product strategy and helping organizations around the world to run better. SAP® TechEd brings IT managers, software developers, administrators, and business process experts together to learn in an interactive environment directly from the experts responsible for cutting-edge SAP technology. The co-located event provides access to the entire SAP ecosystem and enables attendees to learn how SAP can help their organizations run like never before. Follow on Twitter at @SAPPHIRENOW and @SAPTechEd, and join the conversation at #SAPPHIRENOW and #SAPTechEd.

About SAP
As market leader in enterprise application software, SAP (NYSE: SAP) helps companies of all sizes and industries run better. From back office to boardroom, warehouse to storefront, desktop to mobile device – SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition. SAP applications and services enable more than 197,000 customers to operate profitably, adapt continuously, and grow sustainably. For more information, visit www.sap.com.

Any statements contained in this document that are not historical facts are forward-looking statements as defined in the U.S. Private Securities Litigation Reform Act of 1995. Words such as "anticipate," "believe," "estimate," "expect," "forecast," "intend," "may," "plan," "project," "predict," "should" and "will" and similar expressions as they relate to SAP are intended to identify such forward-looking statements. SAP undertakes no obligation to publicly update or revise any forward-looking statements. All forward-looking statements are subject to various risks and uncertainties that could cause actual results to differ materially from expectations. The factors that could affect SAP's future financial results are discussed more fully in SAP's filings with the U.S. Securities and Exchange Commission ("SEC"), including SAP's most recent Annual Report on Form 20-F filed with the SEC. Readers are cautioned not to place undue reliance on these forward-looking statements, which speak only as of their dates.

© 2012 by SAP AG. All rights reserved.
SAP and the SAP logo are registered trademarks of SAP AG in Germany and other countries. Business Objects and the Business Objects logo are trademarks or registered trademarks of Business Objects Software Ltd. Business Objects is an SAP company. Sybase and the Sybase logo are registered trademarks of Sybase Inc. Sybase is an SAP company. Ariba, the Ariba logo, Quadrem, b-process, Ariba Discovery and other Ariba products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of Ariba, Inc. or its subsidiaries in the United States and other jurisdictions. Ariba is an SAP company.

Follow SAP on Twitter at @sapnews.

For customers interested in learning more about SAP products:
Global Customer Center: +49 180 534-34-24
United States Only: 1 (800) 872-1SAP (1-800-872-1727)

For more information, press only:
Janice Edman, +1 (650) 223-4817, [email protected], PST
Christoph Weissthaner, +49 (6227) 7-63672, [email protected], CET
Cathrin von Osten, +49 (6227) 7- 63908, [email protected], CET

SAP Press Office, +49 (6227) 7-46315, CET; +1 (610) 661-3200, EST; [email protected]

During SAPPHIRE NOW + SAP TechEd Madrid (from November 13 to 16), to speak with press contacts on site, please dial the SAP press room: +49 (6227) 7-46315.

SOURCE SAP AG

More Stories By PR Newswire

Copyright © 2007 PR Newswire. All rights reserved. Republication or redistribution of PRNewswire content is expressly prohibited without the prior written consent of PRNewswire. PRNewswire shall not be liable for any errors or delays in the content, or for any actions taken in reliance thereon.

@ThingsExpo Stories
While great strides have been made relative to the video aspects of remote collaboration, audio technology has basically stagnated. Typically all audio is mixed to a single monaural stream and emanates from a single point, such as a speakerphone or a speaker associated with a video monitor. This leads to confusion and lack of understanding among participants especially regarding who is actually speaking. Spatial teleconferencing introduces the concept of acoustic spatial separation between conference participants in three dimensional space. This has been shown to significantly improve comprehe...
SYS-CON Events announced today that the "First Containers & Microservices Conference" will take place June 9-11, 2015, at the Javits Center in New York City. The “Second Containers & Microservices Conference” will take place November 3-5, 2015, at Santa Clara Convention Center, Santa Clara, CA. Containers and microservices have become topics of intense interest throughout the cloud developer and enterprise IT communities.
Buzzword alert: Microservices and IoT at a DevOps conference? What could possibly go wrong? In this Power Panel at DevOps Summit, moderated by Jason Bloomberg, the leading expert on architecting agility for the enterprise and president of Intellyx, panelists will peel away the buzz and discuss the important architectural principles behind implementing IoT solutions for the enterprise. As remote IoT devices and sensors become increasingly intelligent, they become part of our distributed cloud environment, and we must architect and code accordingly. At the very least, you'll have no problem fil...
The 4th International Internet of @ThingsExpo, co-located with the 17th International Cloud Expo - to be held November 3-5, 2015, at the Santa Clara Convention Center in Santa Clara, CA - announces that its Call for Papers is open. The Internet of Things (IoT) is the biggest idea since the creation of the Worldwide Web more than 20 years ago.
The Domain Name Service (DNS) is one of the most important components in networking infrastructure, enabling users and services to access applications by translating URLs (names) into IP addresses (numbers). Because every icon and URL and all embedded content on a website requires a DNS lookup loading complex sites necessitates hundreds of DNS queries. In addition, as more internet-enabled ‘Things' get connected, people will rely on DNS to name and find their fridges, toasters and toilets. According to a recent IDG Research Services Survey this rate of traffic will only grow. What's driving t...
The Internet of Things promises to transform businesses (and lives), but navigating the business and technical path to success can be difficult to understand. In his session at @ThingsExpo, Sean Lorenz, Technical Product Manager for Xively at LogMeIn, demonstrated how to approach creating broadly successful connected customer solutions using real world business transformation studies including New England BioLabs and more.
Since 2008 and for the first time in history, more than half of humans live in urban areas, urging cities to become “smart.” Today, cities can leverage the wide availability of smartphones combined with new technologies such as Beacons or NFC to connect their urban furniture and environment to create citizen-first services that improve transportation, way-finding and information delivery. In her session at @ThingsExpo, Laetitia Gazel-Anthoine, CEO of Connecthings, will focus on successful use cases.
Sensor-enabled things are becoming more commonplace, precursors to a larger and more complex framework that most consider the ultimate promise of the IoT: things connecting, interacting, sharing, storing, and over time perhaps learning and predicting based on habits, behaviors, location, preferences, purchases and more. In his session at @ThingsExpo, Tom Wesselman, Director of Communications Ecosystem Architecture at Plantronics, will examine the still nascent IoT as it is coalescing, including what it is today, what it might ultimately be, the role of wearable tech, and technology gaps stil...
One of the biggest impacts of the Internet of Things is and will continue to be on data; specifically data volume, management and usage. Companies are scrambling to adapt to this new and unpredictable data reality with legacy infrastructure that cannot handle the speed and volume of data. In his session at @ThingsExpo, Don DeLoach, CEO and president of Infobright, will discuss how companies need to rethink their data infrastructure to participate in the IoT, including: Data storage: Understanding the kinds of data: structured, unstructured, big/small? Analytics: What kinds and how responsiv...
Today’s enterprise is being driven by disruptive competitive and human capital requirements to provide enterprise application access through not only desktops, but also mobile devices. To retrofit existing programs across all these devices using traditional programming methods is very costly and time consuming – often prohibitively so. In his session at @ThingsExpo, Jesse Shiah, CEO, President, and Co-Founder of AgilePoint Inc., discussed how you can create applications that run on all mobile devices as well as laptops and desktops using a visual drag-and-drop application – and eForms-buildi...
17th Cloud Expo, taking place Nov 3-5, 2015, at the Santa Clara Convention Center in Santa Clara, CA, will feature technical sessions from a rock star conference faculty and the leading industry players in the world. Cloud computing is now being embraced by a majority of enterprises of all sizes. Yesterday's debate about public vs. private has transformed into the reality of hybrid cloud: a recent survey shows that 74% of enterprises have a hybrid cloud strategy. Meanwhile, 94% of enterprises are using some form of XaaS – software, platform, and infrastructure as a service.
Advanced Persistent Threats (APTs) are increasing at an unprecedented rate. The threat landscape of today is drastically different than just a few years ago. Attacks are much more organized and sophisticated. They are harder to detect and even harder to anticipate. In the foreseeable future it's going to get a whole lot harder. Everything you know today will change. Keeping up with this changing landscape is already a daunting task. Your organization needs to use the latest tools, methods and expertise to guard against those threats. But will that be enough? In the foreseeable future attacks w...
Cloud is not a commodity. And no matter what you call it, computing doesn’t come out of the sky. It comes from physical hardware inside brick and mortar facilities connected by hundreds of miles of networking cable. And no two clouds are built the same way. SoftLayer gives you the highest performing cloud infrastructure available. One platform that takes data centers around the world that are full of the widest range of cloud computing options, and then integrates and automates everything. Join SoftLayer on June 9 at 16th Cloud Expo to learn about IBM Cloud's SoftLayer platform, explore se...
15th Cloud Expo, which took place Nov. 4-6, 2014, at the Santa Clara Convention Center in Santa Clara, CA, expanded the conference content of @ThingsExpo, Big Data Expo, and DevOps Summit to include two developer events. IBM held a Bluemix Developer Playground on November 5 and ElasticBox held a Hackathon on November 6. Both events took place on the expo floor. The Bluemix Developer Playground, for developers of all levels, highlighted the ease of use of Bluemix, its services and functionality and provide short-term introductory projects that developers can complete between sessions.
The 3rd International @ThingsExpo, co-located with the 16th International Cloud Expo – to be held June 9-11, 2015, at the Javits Center in New York City, NY – is now accepting Hackathon proposals. Hackathon sponsorship benefits include general brand exposure and increasing engagement with the developer ecosystem. At Cloud Expo 2014 Silicon Valley, IBM held the Bluemix Developer Playground on November 5 and ElasticBox held the DevOps Hackathon on November 6. Both events took place on the expo floor. The Bluemix Developer Playground, for developers of all levels, highlighted the ease of use of...
The explosion of connected devices / sensors is creating an ever-expanding set of new and valuable data. In parallel the emerging capability of Big Data technologies to store, access, analyze, and react to this data is producing changes in business models under the umbrella of the Internet of Things (IoT). In particular within the Insurance industry, IoT appears positioned to enable deep changes by altering relationships between insurers, distributors, and the insured. In his session at @ThingsExpo, Michael Sick, a Senior Manager and Big Data Architect within Ernst and Young's Financial Servi...
In the consumer IoT, everything is new, and the IT world of bits and bytes holds sway. But industrial and commercial realms encompass operational technology (OT) that has been around for 25 or 50 years. This grittier, pre-IP, more hands-on world has much to gain from Industrial IoT (IIoT) applications and principles. But adding sensors and wireless connectivity won’t work in environments that demand unwavering reliability and performance. In his session at @ThingsExpo, Ron Sege, CEO of Echelon, will discuss how as enterprise IT embraces other IoT-related technology trends, enterprises with i...
Enthusiasm for the Internet of Things has reached an all-time high. In 2013 alone, venture capitalists spent more than $1 billion dollars investing in the IoT space. With "smart" appliances and devices, IoT covers wearable smart devices, cloud services to hardware companies. Nest, a Google company, detects temperatures inside homes and automatically adjusts it by tracking its user's habit. These technologies are quickly developing and with it come challenges such as bridging infrastructure gaps, abiding by privacy concerns and making the concept a reality. These challenges can't be addressed w...
We’re no longer looking to the future for the IoT wave. It’s no longer a distant dream but a reality that has arrived. It’s now time to make sure the industry is in alignment to meet the IoT growing pains – cooperate and collaborate as well as innovate. In his session at @ThingsExpo, Jim Hunter, Chief Scientist & Technology Evangelist at Greenwave Systems, will examine the key ingredients to IoT success and identify solutions to challenges the industry is facing. The deep industry expertise behind this presentation will provide attendees with a leading edge view of rapidly emerging IoT oppor...
The industrial software market has treated data with the mentality of “collect everything now, worry about how to use it later.” We now find ourselves buried in data, with the pervasive connectivity of the (Industrial) Internet of Things only piling on more numbers. There’s too much data and not enough information. In his session at @ThingsExpo, Bob Gates, Global Marketing Director, GE’s Intelligent Platforms business, to discuss how realizing the power of IoT, software developers are now focused on understanding how industrial data can create intelligence for industrial operations. Imagine ...