Wednesday, July 26, 2017

How to find unprofitable customers,...and get rid of them!

In my last blog I explained how SAP Hybris Cloud for Customer provides the right tools to measure customer feedback by means of a satisfaction survey. With the survey we are able to get a better insight in how customers value your organization just by answering a simple question:

"Would you recommend us to your colleagues or friends”

In this blog I will explain how we can use this customer feedback to segment customers and make use of different customer strategies to grow or even divest customers.

Wednesday, July 19, 2017

Measuring Customer Loyalty in SAP Cloud for Customer

For many years’ organizations try to get a feeling with their markets and want to know how satisfied customers are with the products or services they offers. The traditional way is to ask the customers for their opinions by inviting them to participate in a customer satisfaction survey. Traditionally these surveys consist of many questions and takes quite some time for the respondents to complete and have relatively low response rates.

In 2003 the Net Promotor Score (NPS) was introduced (Reichfeld, 2003). By providing a score from 0-10 to the question:
“Would you recommend us to your colleagues or friends”
The NPS is calculated. Depending on the score a customer’s falls in one of three categories.

The NPS is calculated by distracting the distractors % from the promotors %. So for example, when 20% of the respondents are promotors and 15% of the respondents are detractors, the NPS is 5.
Various factors impact the NPS such as brand awareness but also cultural differences. Over the years the NPS as an indicator for customer loyalty is criticised in various researches. Nevertheless, judging on my e-mail inbox, the NPS method is widely in use.

Wednesday, July 12, 2017

Live from the SAP Leonardo Live Summit

Yesterday and today July 11–12 I visited the SAP Leonardo Live, the global SAP summit being held in Frankfurt, Germany. 
SAP is showing their latest technology and inspires with showcases for innovation. Tanja Ruekert, President IoT & Digital Supply Chain at SAP, described SAP Leonardo as the digital innovation system. 
Yes, SAP is not just an ERP solution provider. SAP Leonardo is bringing innovative concepts such as Internet of Things (IoT), Machine Learning, Big Data, Predictive analytics and Blockchain to SAP’s business systems. These solutions are the modular capabilities of the SAP Cloud Platform. They are easy to deploy and consume, are open and extensible with rich API’s, and ready to run agnostic on infrastructures like the SAP Data Center, Microsoft Azure, Google Cloud Platform and Amazon Web Services. SAP is bringing companies on the path to digital transformation with innovation that can scale across the entire organization!

Wednesday, July 5, 2017

Keeping managers and senior positions in the C4C loop!

In most CRM implementation projects the demand for data, reports and other analytic functionalities by top-level managers and senior positions is great. These top-level managers want to see the daily, weekly or monthly statuses of their marketing, sales or service operations in the blink of an eye. However to retrieve this information themselves is too much work, time is limited for them or they don’t want / have the ability to access the system to get the insight they want. A common experience, independently of the type of CRM-project, is that the organization’s top-level management slowly but certainly become less and less involved and therefore they also lose track in the use and acceptance of the product.