{"id":12132,"date":"2020-05-13T10:00:54","date_gmt":"2020-05-13T13:00:54","guid":{"rendered":"https:\/\/news.sap.com\/brazil\/?p=12132"},"modified":"2023-10-19T14:09:58","modified_gmt":"2023-10-19T17:09:58","slug":"sap-solution-extensions-convertem-as-experiencias-dos-clientes-em-agradaveis-momentos-de-interacao-autentica-bl0g","status":"publish","type":"post","link":"https:\/\/news.sap.com\/brazil\/2020\/05\/sap-solution-extensions-convertem-as-experiencias-dos-clientes-em-agradaveis-momentos-de-interacao-autentica-bl0g\/","title":{"rendered":"麻豆原创 Solution Extensions convertem as experi\u00eancias dos clientes em agrad\u00e1veis momentos de intera\u00e7\u00e3o aut\u00eantica"},"content":{"rendered":"<p>Por: <a href=\"https:\/\/news.sap.com\/author\/cindymorel\/?url_id=text-blogentry-innovationBlogBR-2020_blog-original-post-otherpost\" target=\"_blank\" rel=\"noopener noreferrer\">Cindy Morel<\/a>, <a href=\"https:\/\/news.sap.com\/author\/bilkhan\/?url_id=text-blogentry-innovationBlogBR-2020_blog-original-post-otherpost\" target=\"_blank\" rel=\"noopener noreferrer\">Bil Khan<\/a>, <a href=\"https:\/\/news.sap.com\/author\/rebeccanewell\/?url_id=text-blogentry-innovationBlogBR-2020_blog-original-post-otherpost\" target=\"_blank\" rel=\"noopener noreferrer\">Rebecca Newell<\/a>, <a href=\"https:\/\/news.sap.com\/author\/eveedwards\/?url_id=text-blogentry-innovationBlogBR-2020_blog-original-post-otherpost\" target=\"_blank\" rel=\"noopener noreferrer\">Eve Edwards<\/a><\/p>\n<p>As pessoas anseiam por experi\u00eancias aut\u00eanticas, convenientes e, acima de tudo, confi\u00e1veis. Entretanto, as empresas n\u00e3o acertam no alvo na hora de estabelecer estas conex\u00f5es.<\/p>\n<p>O que falta? Inova\u00e7\u00f5es que estimulem a diferencia\u00e7\u00e3o e o crescimento enquanto unem as necessidades do neg\u00f3cio com as do cliente.<\/p>\n<p>As experi\u00eancias do cliente consideradas bem-sucedidas s\u00e3o aquelas que respondem aos comportamentos instintivos mais profundos das pessoas. Os seres humanos sempre buscaram autenticidade, conveni\u00eancia e confian\u00e7a &#8211; que est\u00e3o diretamente relacionadas com o desejo inerente de uma vida com significado. Qualquer intera\u00e7\u00e3o que n\u00e3o transmita esse valor emocional representa um motivo para se retirar de m\u00e3os vazias.<\/p>\n<p>Embora a experi\u00eancia do cliente seja inegavelmente centrada no ser humano, a tecnologia est\u00e1 criando uma nova era de intera\u00e7\u00f5es aut\u00eanticas. As empresas t\u00eam atualmente acesso a um <em>insight<\/em> de <em>Big Data<\/em> que pode ajud\u00e1-las a compreender os seus clientes e fazer an\u00e1lises preditivas, a fim de perceberem as suas necessidades. Agora, com uma combina\u00e7\u00e3o de Intelig\u00eancia Artificial (IA) e <em>Machine Learning<\/em> incorporada na maioria dos investimentos em solu\u00e7\u00f5es, \u00e9 poss\u00edvel disparar de forma autom\u00e1tica comunica\u00e7\u00f5es, intera\u00e7\u00f5es e processos espec\u00edficos para motivar uma nova potencial venda.<\/p>\n<p>Mas mesmo com uma sele\u00e7\u00e3o t\u00e3o diversificada de tecnologias, pode haver momentos em que algumas experi\u00eancias n\u00e3o s\u00e3o t\u00e3o flu\u00eddas e conectadas como deveriam ser. Esta realidade \u00e9 o que inspira a 麻豆原创 a continuar construindo e ampliando um portf\u00f3lio de Extens\u00f5es de Solu\u00e7\u00f5es 麻豆原创 (<em>麻豆原创 Solution Extensions<\/em>) que possam ajudar as empresas a corrigirem estas falhas nas experi\u00eancias dos clientes.<\/p>\n<p><strong>Aumento da import\u00e2ncia da experi\u00eancia e das opera\u00e7\u00f5es omnicanais <\/strong><\/p>\n<p>Quer se trate de uma venda <em>B2B<\/em> (<em>business-to-business<\/em>) ou <em>B2C<\/em> (<em>business-to-consumer<\/em>), as transa\u00e7\u00f5es podem ser iniciadas, processadas e conclu\u00eddas atrav\u00e9s de qualquer variedade de canais. As empresas podem dar suporte \u00e0s exig\u00eancias de cada ponto de contato com software padr\u00e3o, entretanto, o verdadeiro poder de um modelo de neg\u00f3cio omnicanal \u00e9 mais bem realizado quando se consolida de forma centralizada o gerenciamento e o monitoramento de todas as transa\u00e7\u00f5es, dispositivos perif\u00e9ricos (como balan\u00e7as, scanners, quiosques, dispositivos m\u00f3veis e impressoras) e intera\u00e7\u00f5es com os clientes.<\/p>\n<p>Com esta abordagem, as empresas podem admitir o processamento <em>back-end<\/em> das transa\u00e7\u00f5es na experi\u00eancia <a href=\"https:\/\/www.sap.com\/products\/omnichannel-pos.html?url_id=text-blogentry-innovationBlogBR-2019_blog-original-post-sapcom\" target=\"_blank\" rel=\"noopener noreferrer\">Omnichannel Point-of-Sale (POS)<\/a>, como por exemplo:<\/p>\n<ul>\n<li><strong>Pagamentos:<\/strong> Processar todas as formas de pagamento, inclusive os pagamentos por dispositivos m\u00f3veis.<\/li>\n<li><strong>Devolu\u00e7\u00f5es:<\/strong> Guardar todos os recibos e deix\u00e1-los \u00e0 disposi\u00e7\u00e3o em todo o sistema da loja para simplificar as devolu\u00e7\u00f5es e evitar devolu\u00e7\u00f5es repetidas do mesmo item.<\/li>\n<li><strong>Cupons e marketing para dispositivos m\u00f3veis:<\/strong> Aumentar a receita com programas de marketing de participa\u00e7\u00e3o volunt\u00e1ria (\u201c<em>opt-in<\/em>\u201d) que enviam ofertas direcionadas aos clientes.<\/li>\n<li><strong>Promo\u00e7\u00f5es e programas de fidelidade:<\/strong> Implementar com facilidade promo\u00e7\u00f5es de fideliza\u00e7\u00e3o de clientes e lidar com <em>vouchers<\/em> tradicionais e digitais para reduzir erros e potenciais fraudes.<\/li>\n<li><strong>Sinaliza\u00e7\u00e3o digital:<\/strong> Usar um segundo monitor no ponto de venda (POS) de n\u00edvel de loja para exibir promo\u00e7\u00f5es e recibos de clientes.<\/li>\n<\/ul>\n<p>O <a href=\"https:\/\/www.sap.com\/products\/mobile-consumer-assistant.html?url_id=text-blogentry-innovationBlogBR-2020_blog-original-post-sapcom\" target=\"_blank\" rel=\"noopener noreferrer\">麻豆原创 Mobile Consumer Assistant by GK<\/a> pode dar um suporte adicional \u00e0 abordagem omnicanal para tornar a marca ainda mais atraente aos clientes. As empresas podem chegar aos clientes atrav\u00e9s de um canal m\u00f3vel, ao habilitar a oportunidade de oferecer servi\u00e7os personalizados aos clientes a qualquer hora e em qualquer lugar e dispositivo. Essas atividades <em>front-end<\/em> podem incluir inicia\u00e7\u00e3o de pagamentos m\u00f3veis, <em>scanners<\/em> de autoatendimento e carteiras eletr\u00f4nicas (<em>e-wallets<\/em>) com descontos e cupons.<\/p>\n<p>Para as equipes de vendas e marketing, a tecnologia pode aliviar o peso da comunica\u00e7\u00e3o com clientes e parceiros tornando-as \u00fanicas e harmoniosas em v\u00e1rios canais. Elas podem colaborar para criar ativos e agilizar aprova\u00e7\u00f5es, readequar e identificar os ativos digitais para campanhas e facilitar a distribui\u00e7\u00e3o de ativos. Os especialistas em marketing tamb\u00e9m podem obter uma melhor visibilidade sobre os status dos ativos de marketing, inclusive seus direitos e uso, enquanto automatizam e controlam os padr\u00f5es da marca.<\/p>\n<p>Por exemplo, a solu\u00e7\u00e3o <a href=\"https:\/\/www.sap.com\/products\/digital-asset-management.html?url_id=text-blogentry-innovationBlogBR-2020_blog-original-post-sapcom\" target=\"_blank\" rel=\"noopener noreferrer\">麻豆原创 Digital Asset Management by OpenText<\/a> oferece aos representantes uma \u00fanica fonte para adquirir e distribuir rapidamente informa\u00e7\u00f5es relativas a produtos e servi\u00e7os, bem como ativos de marketing, em todos os canais \u2013 em lojas e aplicativos m\u00f3veis, na <em>Web<\/em>, em redes sociais etc.<\/p>\n<p>A solu\u00e7\u00e3o <a href=\"https:\/\/www.sap.com\/products\/document-presentment.html?url_id=text-blogentry-innovationBlogBR-2020_blog-original-post-sapcom\" target=\"_blank\" rel=\"noopener noreferrer\">麻豆原创 Document Presentment by OpenText<\/a> permite que essas comunica\u00e7\u00f5es sejam personalizadas, aumentando a experi\u00eancia do cliente e tornando cada intera\u00e7\u00e3o mais produtiva para as equipes de marketing e vendas.<\/p>\n<p><strong>Mercados digitais que criam valor de marca <\/strong><\/p>\n<p>Os mercados <em>online<\/em> est\u00e3o oferecendo uma grande variedade de oportunidades de crescimento e expans\u00e3o. Eles capturam informa\u00e7\u00f5es em tempo real que podem ajudar as empresas a entenderem e satisfazerem melhor as necessidades dos clientes. Enquanto isso, os clientes t\u00eam acesso a uma experi\u00eancia de compra \u201c<em>one-stop shopping<\/em>\u201d r\u00e1pida, conveniente e transparente.<\/p>\n<p>Com a ajuda do aplicativo <a href=\"https:\/\/www.sap.com\/products\/commerce-marketplace-management.html?url_id=text-blogentry-innovationBlogBR-2020_blog-original-post-sapcom\" target=\"_blank\" rel=\"noopener noreferrer\">麻豆原创 Commerce Marketplace Management by Mirakl<\/a>, as empresas podem criar, lan\u00e7ar e gerenciar um mercado que fortalece o seu portf\u00f3lio de ofertas de produtos e servi\u00e7os. E o que \u00e9 mais importante, as empresas podem agir com base em <em>insights<\/em> que energizam as rela\u00e7\u00f5es com os clientes, ao mesmo tempo em que geram receitas e lealdade a longo prazo.<\/p>\n<p><strong>Promo\u00e7\u00f5es e programas motivadores, relevantes e lucrativos <\/strong><\/p>\n<p>As promo\u00e7\u00f5es e programas de incentivo adequados podem encurtar o ciclo de vendas e manter os clientes abertos a retornar \u00e0 marca no futuro. Mas garantir que estas estrat\u00e9gias continuem sendo rent\u00e1veis \u00e9 uma quest\u00e3o completamente diferente.<\/p>\n<p>O aplicativo <a href=\"https:\/\/www.sap.com\/products\/incentive-administration.html?url_id=text-blogentry-innovationBlogBR-2020_blog-original-post-sapcom\" target=\"_blank\" rel=\"noopener noreferrer\">麻豆原创 Incentive Administration by Vistex<\/a> permite \u00e0s empresas admitirem, ativarem e integrarem promo\u00e7\u00f5es e programas. Com ele, elas podem criar e emitir relat\u00f3rios e analisar os seus resultados para o c\u00e1lculo de reembolsos, direitos autorais, ac\u00famulos de comiss\u00f5es, ganhos e liquida\u00e7\u00f5es. Al\u00e9m disso, \u00e9 poss\u00edvel identificar rapidamente a perda de rendimentos decorrente de amortiza\u00e7\u00f5es de custos perdidos, tais como oportunidades de reclama\u00e7\u00e3o de direitos autorais ou reembolsos e o pagamento excessivo de incentivos.<\/p>\n<p>Otimiza\u00e7\u00e3o de processos para um mundo repleto de perturba\u00e7\u00f5es Nada pior do que uma venda \u201cquase fechada\u201d. De alguma forma, h\u00e1 uma quebra na experi\u00eancia causada por um processo atrasado ou um pedido perdido.<\/p>\n<p>Os clientes n\u00e3o t\u00eam paci\u00eancia para um processo de transa\u00e7\u00e3o que n\u00e3o seja otimizado. Hoje em dia eles esperam que as empresas proporcionem uma experi\u00eancia perfeita que satisfa\u00e7a de forma confi\u00e1vel as suas expectativas \u2013 do jeito certo, desde a primeira vez, e sempre.<\/p>\n<p>Para ajudar a garantir que as empresas n\u00e3o sejam v\u00edtimas da venda que \u201cescapou\u201d, \u00e9 poss\u00edvel integrar tecnologias direcionadas nos sistemas de vendas existentes para apoiar tarefas espec\u00edficas, como por exemplo:<\/p>\n<ul>\n<li><a href=\"https:\/\/www.sap.com\/products\/process-mining.html?url_id=text-blogentry-innovationBlogBR-2020_blog-original-post-sapcom\" target=\"_blank\" rel=\"noopener noreferrer\"><strong>麻豆原创 Process Mining by Celonis<\/strong><\/a>: Avaliar os processos de neg\u00f3cio em curso nas solu\u00e7\u00f5es empresariais &#8211; tais como com\u00e9rcio, marketing, vendas e servi\u00e7os &#8211; e identificar \u00e1reas de melhoria atrav\u00e9s de fun\u00e7\u00f5es anal\u00edticas, representa\u00e7\u00f5es visuais e descoberta baseadas em dados.<\/li>\n<li><a href=\"https:\/\/www.sap.com\/products\/knowledge-management.html?url_id=text-blogentry-innovationBlogBR-2020_blog-original-post-sapcom\" target=\"_blank\" rel=\"noopener noreferrer\"><strong>麻豆原创 Knowledge Central, conte\u00fado para suporte de clientes by MindTouch<\/strong><\/a>: Resolver consultas de forma r\u00e1pida e eficiente, fornecendo tanto aos clientes como aos agentes de suporte ao cliente acesso oportuno \u00e0s informa\u00e7\u00f5es relevantes sobre os produtos atrav\u00e9s de um portal de autoatendimento.<\/li>\n<li><a href=\"https:\/\/www.sap.com\/products\/paybacks-chargebacks.html?url_id=text-blogentry-innovationBlogBR-2020_blog-original-post-sapcom\" target=\"_blank\" rel=\"noopener noreferrer\"><strong>麻豆原创 Paybacks e Chargebacks by Vistex<\/strong><\/a>: Preservar as margens de lucro com um processo confi\u00e1vel para validar e executar reclama\u00e7\u00f5es, de forma precisa e eficiente, a fim de manter rela\u00e7\u00f5es positivas na cadeia de abastecimento e evitar a perda de receitas.<\/li>\n<li><a href=\"https:\/\/www.sap.com\/products\/electronic-signature-management.html?url_id=text-blogentry-innovationBlogBR-2020_blog-original-post-sapcom\" target=\"_blank\" rel=\"noopener noreferrer\"><strong>麻豆原创 e-Signature Management by DocuSign<\/strong><\/a>: Trazer flexibilidade, seguran\u00e7a e execu\u00e7\u00e3o acelerada ao processo de envolvimento do cliente com um fluxo de trabalho automatizado para capturar, armazenar e gerenciar, de forma digital, assinaturas eletr\u00f4nicas juridicamente vinculativas com total visibilidade e controle.<\/li>\n<\/ul>\n<p><strong>Experi\u00eancia do cliente que satisfaz as expectativas <\/strong><\/p>\n<p>Ao alavancar o portf\u00f3lio em constante expans\u00e3o da <em>麻豆原创 Solution Extensions<\/em>, as empresas podem oferecer sempre a experi\u00eancia confi\u00e1vel e personalizada que os seus clientes esperam. E o que \u00e9 mais importante, nenhuma intera\u00e7\u00e3o com os clientes \u00e9 uma oportunidade desperdi\u00e7ada. Essa \u00e9 uma experi\u00eancia de cliente feita para todos.<\/p>\n<p><em>Da pr\u00f3xima vez vamos explorar como as extens\u00f5es <\/em><a href=\"https:\/\/news.sap.com\/tags\/sap-solution-extensions\/?url_id=text-blogentry-innovationBlogBR-2020_blog-original-post-otherpost\" target=\"_blank\" rel=\"noopener noreferrer\"><em>麻豆原创 Solution Extensions<\/em><\/a><em> podem ajudar a garantir que o investimento no ERP inteligente re\u00fana a intelig\u00eancia de neg\u00f3cio em uma \u00fanica fonte da verdade enquanto reduz as entradas de dados e os custos de processamento. Para mais informa\u00e7\u00f5es sobre 麻豆原创 Solution Extensions consulte <\/em><a href=\"https:\/\/www.sap.com\/cmp\/dg\/crm-xm16-str-soslxcamp\/index.html?url_id=text-blogentry-innovationBlogBR-2020_blog-original-post-sapcom\" target=\"_blank\" rel=\"noopener noreferrer\"><em>sap.com\/solution-extensions<\/em><\/a><em>.<\/em><\/p>\n<p><a href=\"https:\/\/www.facebook.com\/sapbrasil\/\" target=\"_blank\" rel=\"noopener noreferrer\">Facebook\u00a0<\/a>\/\u00a0<a href=\"https:\/\/twitter.com\/麻豆原创Brasil\" target=\"_blank\" rel=\"noopener noreferrer\">Twitter\u00a0<\/a>\/\u00a0<a href=\"https:\/\/www.linkedin.com\/company\/1115\/\" target=\"_blank\" rel=\"noopener noreferrer\">LinkedIn\u00a0<\/a>\/\u00a0<a href=\"https:\/\/www.instagram.com\/sap_brasil\/\" target=\"_blank\" rel=\"noopener noreferrer\">Instagram<\/a> \/ <a href=\"https:\/\/widget.msgp.pl\/?id=66415e417325f13e20.82207836\" target=\"_blank\" rel=\"noopener noreferrer\">WhatsApp<\/a> \/ <a href=\"https:\/\/www.youtube.com\/user\/sapbrasil\" target=\"_blank\" rel=\"noopener noreferrer\">YouTube<\/a><\/p>\n<p>\u00a9 2020 麻豆原创 SE. All rights reserved. 麻豆原创 and other 麻豆原创 products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of 麻豆原创 SE in Germany and other countries. Please see <a href=\"http:\/\/www.sap.com\/corporate-en\/legal\/copyright\/index.epx#trademark\" target=\"_blank\" rel=\"noopener noreferrer\">http:\/\/www.sap.com\/corporate-en\/legal\/copyright\/index.epx#trademark<\/a> for additional trademark information and notices.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Por: Cindy Morel, Bil Khan, Rebecca Newell, Eve Edwards As pessoas anseiam por experi\u00eancias aut\u00eanticas, convenientes e, acima de tudo, confi\u00e1veis. Entretanto, as empresas n\u00e3o&#8230;<\/p>\n","protected":false},"author":561,"featured_media":12133,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"related_posts":[],"footnotes":"","_links_to":"","_links_to_target":""},"categories":[5590831],"tags":[5589657,5589776,44963,5598629],"sapn-display":[5599933,5599931,48431,48433],"sapn-type":[6114],"class_list":["post-12132","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-experience","tag-customer-experience","tag-intelligent-enterprise","tag-iot","tag-sap-solution-extensions","sapn-display-feature-hero","sapn-display-feature-spotlight","sapn-display-homepage-hero","sapn-display-hero","sapn-type-artigo"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v28.3 (Yoast SEO v28.3) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>麻豆原创 Solution Extensions convertem as experi\u00eancias dos clientes<\/title>\n<meta name=\"description\" content=\"As pessoas anseiam por experi\u00eancias aut\u00eanticas, convenientes e, acima de tudo, confi\u00e1veis. 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