Wednesday, December 27, 2017

How to keep your customer (happy)?

Focus on customer retention

One of the main reasons for customer attrition is dissatisfaction with a company not showing they understand their customer. Research has shown that customer service directly impacts customer satisfaction and with that attrition rates (1, 2). Having your customer service personalized and targeted on each individual customer is therefore vital. An added advantage to increasing the customer happiness, is
that they are likely to promote your company to other potential customers. Increasing the focus on personalized customer service is therefore an investment that pays off.

But how do you improve your customer service? First of all, customer service is not the one way communication channel it once was for many companies. Customers expect their answers just a few mouse clicks away and will need an easy way to interact with your company if their query isn't properly answered by the information on your website. In that case your customer expects a personalized and timely response to the interaction they initiated. Customers also expect companies to initiate a personalized and targeted message in case of recalls, warnings or other valid reasons why a customer should be informed. If companies want their customers to be happy they need to provide excellent service to your customers on an ongoing basis. Imminent and enthusiastic response are a start, having a special offer or discount with the hope of up-selling the customer is even better. Every interaction with your customer is a chance to get to know them better and to anticipate on their needs.

Wednesday, December 20, 2017

Synchronize customizing automatically from SAP ECC to Hybris Commerce

If you’re using SAP Hybris Commerce with an SAP ECC back-end you’ll need to download several customizing settings from SAP to Hybris, such as currencies, languages, units of measure, plants and material groups. To do this SAP provides ABAP report ZDOWNLOAD_CUSTOMIZING_AS_IMPEX which generates an ImpEx file which you can import into Hybris.
In addition, you may need some additional data such as sales organizations, offices and groups, product hierarchies or even data that you have defined in Z-tables in ECC. To get this data in Hybris you have probably written an ImpEx file or extended ZDOWNLOAD_CUSTOMIZING_AS_IMPEX with your own logic.

Usually these customizing settings don’t change very frequently, but if they do and Hybris Commerce is out of sync with ECC, this causes issues like not being able to synchronize customers or products. To prevent or solve this you should regularly, for example daily, do this and as they are manual steps, this becomes somewhat labor intensive.

So wouldn’t it be great if we can do this on a daily basis and without any manual steps? In this blog I describe how to do this in 4 steps.

Wednesday, December 13, 2017

Improve customer engagement with Facebook advertising in Hybris Marketing Cloud

As a marketer one of your objectives can be to improve your customer engagement with Facebook advertising. What if you could select your best customers and create a target audience that is based on these customers and also represent people who show similar behavior? And what if you could deliver only relevant messages to this target audience to improve brand awareness, reach, lead generation and conversion?

Paid advertising on Facebook is one of the most immediate ways to impact the reach of your content. Most advertisers understand the real value of Facebook Advertising as a way to generate traffic and real business value. More than 42% of marketers report that Facebook is critical or important to their business.

Wednesday, December 6, 2017

Training in CRM implementations

You’re almost there! You’ve followed each step in implementation of the new system, continuously aligning with the project team and user team. Clean master data is loaded into the system, reports, KPI’s and dashboards have been designed and everything is thoroughly tested. The only thing left to do before Go-Live is training the users.
Guess what?! This final step is critical in making your implementation a success; If the end-users aren’t looking forward full of confidence to apply the new way of working and use the supporting system and all its functions, they will never unlock its full potential. Thorough training will enable you to take this final hurdle!