Chris Osborne & Kevin Reinhardt from SAP will present Leveraging Social Media in Retail – Monitor and respond to sentiment. For most of us today the internet plays a significant role in the way we shop and increasingly consumers are turning to their on-line social networks for product suggestions, advice and to complain when things go wrong. Therefore it is becoming imperative for retailers to be able to monitor what is being said in this open forum about their brand, service and product offerings. SAP Social Media Analytics by NetBase allows retailers to do this and provides a simple business user interface to monitor key trends in sentiment. To hear what is going on out there is useful but to really add value retailers also need to be able to respond on a 1 to 1 basis and this is where SAP Social Customer engagement onDemand can help by providing a vehicle for direct interaction via social media sites such as Facebook & Twitter. It is possible to determine how valuable and influential an individual customer is and tailor your response to them accordingly. In this session we will consider how Social Media is impacting the way your customers shop today and in the future and we will discuss how the latest solutions from SAP can empower retailers in this new and exciting world.
Chris Edson from Edson Consulting will present Improving Customer Loyalty with SAP CRM. Chris Edson looks at the implementation of SAP CRM and Loyalty Management in one of the UK’s largest health and beauty retailers. The session will look at what can be achieved using SAP CRM with the Loyalty Management module and the future direction of Loyalty schemes. The session will also discuss the critical success factors for a project considering SAP CRM in the Retail arena. The project concerned won 2 SAP Run Prouder Awards in 2012.
Kirsten Boucher from the User Group will deliver a short User Group Update including information on this year's conference.
Due to the success of the open discussion forum at the last Retail SIG in February we have dedicated a 1 hour open forum in the afternoon.
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