Customer Relationship Management SIG

Tuesday 26th February 2013 at 9:30am - 9:30am

Bedfont Road, TW14 8HD

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Chris Edson from Edson Consulting will present Delighting customers, improving customer loyalty & profits at Boots. Learn how to create a one-to-one experience for your customers in real time using CRM, Loyalty Management and Analytics. Hear the real life experience of a program implementing one of the world’s largest SAP CRM solutions including contact centre and multiple customer channels.

The session will:

  • Explore the art of the possible in real time CRM & Loyalty Management solutions
  • Discuss the benefits  of one-to-one marketing and loyalty management 
  • Learn the best practices in planning and executing CRM and Customer Loyalty programs
  • Understand the key components in an enterprise customer loyalty solution
  • Share the lessons learned in real life implementing SAP CRM solution with over 17 million customers

Michael Rey, Chief Product Owner from SAP AG will present Sentiment Intelligence, powered by SAP HANA. Sentiment Intelligence, powered by SAP HANA. Social Media generates vast volumes of conversations that express varying and divergent opinions all created and available to analyse in external unstructured sources.  One bad review or poor customer experience posted can ruin years of marketing and effort. It is key in today’s socially aware world that companies listen, analyse and act on this data and leverage an advantage over their competition. Companies should monitor their products and brand for expressed sentiment and feedback to trigger follow up processes that improve product design and customer experience. Currently this is achieved by stand alone processes that have no integration into CRM or collaboration platforms, and quite often after a large volume of collateral brand damage has occurred.

Sentiment Analytics is a solution within Customer Engagement Intelligence that analyzes social sentiments from external sources enabling marketing professionals to gain insights and to immediately trigger follow-up actions on them. The key competitive advantage is the integration into the operational processes as the creation of target groups and marketing campaigns in SAP CRM. Furthermore, SAP JAM is integrated to initiate internal and external collaboration on special situations (e.g. product proposals, etc).

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