Sample Customer Engagement Themes Description 1. Enhanced Campaign Management Channels, Reporting, and Usability Enable campaign execution through different channels such as Email, Fax, SMS, Phone Enhance operational and analytical reporting on campaign scheduling and execution Enhance system usability in SAP CRM to provide more automated validations, enable additional capabilities and gain efficiencies 2. Next Best Action Convert customer touch data points into actual business actions Deliver a predicted, clear and concise offer or action to serve the customer, leveraging all available information Based on known customer interests and needs, recommend the best ‘next step’ to be taken 3. Differentiated Treatment Differentiate customer treatment based on customer value Effectively drive top customer prioritization and improve operational value for lower-value customers 4. Right Offer at the Right Time Act on real-time customer data collected, and proactively determine the right service offer based on unique customer needs Enable “off-cycle” offers in real-time to improve customer experience 5. Enhanced Prospecting Effectively manage prospects / leads from creation through conversion into opportunity/quotes and/or sales orders Accelerate the process from first interest through closed deal (closed loop) 6. Operational Efficiencies Gain operational efficiencies by decommissioning legacy marketing applications and leveraging SAP CRM Copyright © 2014 Deloitte Development LLC. All rights reserved.