1. Sample Customer Engagement Themes
Description
1. Enhanced Campaign Management Channels, Reporting, and Usability
Enable campaign execution through different channels such as , 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
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