�鶹ԭ�� Customer Data Cloud Archives | �鶹ԭ�� News Center

�鶹ԭ�� CX LIVE in 2024: AI-Driven Success with �鶹ԭ��

Ritu Bhargava — Fri, 27 Sep 2024 12:15:00 +0000

Since last year’s �鶹ԭ�� Customer Experience LIVE event, we’ve introduced over 600 features, driving AI innovation and long-lasting success for our customers. At this year’s event, our customers shared their AI and CX success stories, showcasing how they’re winning customer loyalty in today’s competitive market.

While we have more exciting innovations to share, we’ve dedicated this event to celebrating our customers’ achievements.

AI Meets CX: Personalized, Engaging Experiences

In a fast-paced market, delivering the right message at the right time is crucial. When AI meets CX, businesses can create personalized, engaging experiences at every touchpoint. But these seamless experiences require a blend of people, processes, and technology, supported by integrated data.

Intelligent Customer Journeys with Business AI

At , Christian Klein, CEO and member of the Executive Board of �鶹ԭ�� SE, emphasized the transformation of customer experience through business AI, moving from reactive to proactive engagement and AI-driven insights. Companies like the San Jose Sharks are leveraging AI to drive personalized experiences and exceptional customer value.

San Jose Sharks: MVP Experiences

The San Jose Sharks are embracing digitalization and AI to create MVP experiences throughout the customer journey. By integrating vast amounts of data from various sources such as hockey games, concerts, food, and merchandising, they form a holistic view of their customers. The Sharks’ use of �鶹ԭ�� CX solutions, including �鶹ԭ�� Emarsys Customer Engagement, �鶹ԭ�� Sales Cloud, �鶹ԭ�� CX AI Toolkit, �鶹ԭ�� Customer Data Platform, and �鶹ԭ�� Customer Data Cloud, significantly enhanced customer engagement. This strategic approach led to impressive results, with season membership renewal rates increasing to 87% and open rates soaring from 26% to 80%.

Online Metals: AI as a Game Changer

Greg Raece, president of Online Metals, believes that AI will revolutionize the company’s sales approach. With a diverse customer base ranging from hobbyists to Fortune 500 companies, Online Metals is constantly evolving to meet emerging trends and ensure customers receive the right materials quickly and hassle-free. Raece firmly believes that AI will change the way Online Metals sells to customers. To better engage customers and enhance its online merchandising and sales strategies, Online Metals has joined forces with �鶹ԭ��. Using �鶹ԭ�� Commerce Cloud and �鶹ԭ�� Emarsys Customer Enagement, it successfully increased conversions, average order value, and website traffic.

The Pillars of Intelligent CX

�鶹ԭ�� prioritizes responsible innovation, especially in handling customer data and interactions. Our AI solutions are built on trust, privacy, ethics, and security, helping to ensure businesses can confidently leverage these tools to their full potential. These are the four key pillars of intelligent CX:

Connected: Seamlessly unite operational and experience data to deliver delightful experiences across the back and front office while safeguarding your TCO.
Insightful: Turn data into proactive and contextual insights that drive real business outcomes with meaningful generative AI capabilities.
Adaptive: Experiment with agility using our hybrid composability approach and extend �鶹ԭ��’s core capabilities with pre-integrated, certified partner solutions.
Industry-Tailored: Apply deep industry context and knowledge coupled with our rich partner ecosystem to tailor �鶹ԭ�� CX solutions to your industry’s unique needs.

Unleash Potential with a Harmonized Suite

Captivating customer experiences require visibility into the back office, front office, and everywhere in between. Companies like Universal Destinations & Experiences benefit from the seamless integration of �鶹ԭ�� CX solutions with existing ERP systems, helping to enhance overall customer experience.

Universal Destinations & Experiences: Omnichannel Excellence

For Universal Destinations & Experiences, making people happy is priority number one.
When planning its new resort in Beijing, China, Universal wanted to focus on the full guest journey – before, during, and after their visit. It needed a scalable platform with true omnichannel capabilities to support its diverse business, including theme parks, food, and retail. By leveraging �鶹ԭ�� S/4HANA with �鶹ԭ�� Commerce Cloud, Universal is creating a seamless and immersive experience for millions of guests, allowing them to live out their movie dreams.

Nokia: Elevating Wireless Technology

Nokia, once known for its iconic phones, now leads in telecommunications innovation and is partnering with NASA to further advance wireless technology. To ensure efficiency and accuracy in delivering complex solutions, Nokia digitized its order management processes. By integrating �鶹ԭ�� S/4HANA with �鶹ԭ�� Commerce Cloud and �鶹ԭ�� Order Management Services, Nokia achieved faster deliveries, precise invoicing, and seamless billing, securing a competitive edge and driving ongoing success.

MACO Group: Efficient Sales Transformation

With thousands of global customers and 25,000 products associated with 40,000 components, door and window seller MACO Group has a wealth of data. The construction industry has been disrupted by global events, prompting MACO to digitize its operations for more efficient and effective sales. MACO’s transformation involved combining its �鶹ԭ�� S/4HANA and CRM capabilities with �鶹ԭ�� Sales Cloud, enabling it to move faster and with greater accuracy.

New Strategic Partnerships

�鶹ԭ�� CX solutions continue to help add value and bring business AI to life through innovative collaboration and integration. At �鶹ԭ�� CX LIVE in 2024, we announced two new partnerships with Gainsight and ChannelEngine.

By integrating �鶹ԭ�� Sales Cloud with Gainsight, companies can unify data and intelligence for a comprehensive customer view and a seamless journey. With human-first AI capabilities, automation, and standardized workflows, Gainsight and �鶹ԭ�� customers can dedicate more time to clients and less to administrative tasks. Learn more.

The integration between ChannelEngine and �鶹ԭ�� Order Management Services can enable merchants to increase revenue and profitability by automating and optimizing third-party marketplace operations. �鶹ԭ�� users can now effortlessly activate over 950 new sales channels and expand into global markets. Learn more.

A Future-Ready CX with �鶹ԭ��

�鶹ԭ�� customers are rapidly leveraging AI-powered solutions to create superior customer experiences, improve operational efficiency, and drive business growth. By integrating �鶹ԭ�� into their operations, they are driving innovation and achieving measurable success.

Our approach is simple yet powerful: connected, insightful, adaptive, and industry-tailored. By prioritizing responsible innovation, especially in handling customer data and interactions, we can ensure our AI solutions are built on trust, privacy, ethics, and security. I’m proud that �鶹ԭ�� is integral to our customers’ achievements, and the �鶹ԭ�� CX team remains committed to delivering products and features that drive outcomes and delightful customer experiences.

I invite you to view the and .

Ritu Bhargava is president and chief product officer for �鶹ԭ�� Industries and Customer Experience.

Harrods’ High-Tech Backend Helps Deliver Unparalleled Experience

Derek Klobucher — Tue, 25 Apr 2023 13:15:09 +0000

It’s easy to say customer experience is your No. 1 priority, but offering a truly seamless journey is often brutally complicated on the backend. So, London-based luxury retailer Harrods uses �鶹ԭ�� technology to ease that backend burden and deliver a silky-smooth customer experience across all its channels, which include a growing ecommerce site, private shopping in China, and more.

But Harrods’ most important channel is still its flagship store.

“When we talk about luxury and the importance of experience, the store is core to what we do,” Erik Rasmussen, head of �鶹ԭ�� & Data Analytics at Harrods, told �鶹ԭ�� on the NRF 2023 showfloor. “Having that single flagship store is still absolutely crucial to Harrods’ DNA and something that we expect to drive going forward for a long time.”

Harrods’ flagship store is about 1 million square feet (about 93,000 square meters) of retail space in Knightsbridge, an upscale London neighborhood known for grand Victorian and Georgian homes, fine dining, and, of course, high-end shopping. This single, full-line department store offers food, fashion, homeware, furniture, and technology – and it reaped £2.4 billion in sales last year.

“So, small footprint but massive business,” Rasmussen said, noting that the flagship store alone carries more than 400,000 products from about 4,000 brands. “And incredible things [are] going on every day.”

To keep incredible things happening, Harrods and �鶹ԭ�� invested in the Single View of Customer project, an analytics initiative to help Harrods better understand how customers interact with the brand. When Harrods can accurately anticipate what shoppers will want, it can deliver memorable experiences that make delighted customers say, “Wow!”

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How to “Wow!”

“Harrods is a unique model…A lot of other retailers will have a smaller selection of products in store and an endless aisle online,” Rasmussen said. “At Harrods, the most complete shopping experience is still to come into the store because of the variety…[and] the different experiences you have.”

Indeed, Harrods rewards shoppers at its brick-and-mortar flagship store with expert associates and a truly impressive array of products. For instance, in the furniture department, you can see examples of each piece and then choose your very specific model based myriad variables, such as size, headboard style, and even jewelry configuration.

“With one single product, you can very quickly get into things like 10,000 different permutations,” Rasmussen said during a presentation at �鶹ԭ��’s NRF booth. “When you think about that spread across an entire product assortment – spread across all the brands that we carry – you suddenly start to find yourself in a really challenging data management perspective.”

To conquer that challenge, Harrods consolidated all the relevant data from vendors and others into its backend, according to Rasmussen. Harrods’ digital technology team then built a Web app that lets shoppers personalize furniture from start to finish – from browsing to home delivery.

“A lot of heavy lifting that we had to do on the backend – it’s not easy to make this work,” Rasmussen said. “But from a customer experience, ultimately it becomes pretty seamless.”

Investing in Customers – And Single View of Customer

It’s vital that Harrods get better acquainted with the roughly 2.5 million consumers registered in its loyalty scheme, according to Rasmussen. Of the 400,000 or so unique customers who shop in store each year, the top 0.1%, roughly 400 people, account for about 20% of Harrods’ sales.

A 2021 implementation of �鶹ԭ�� Customer Activity Repository and �鶹ԭ�� BW/4HANA laid the foundation for much of Harrods’ analytics, according to Rasmussen. And, as a high-value – as opposed to high-volume – business, Harrods’ enterprise resource planning (ERP) system and data warehouse could analyze every individual transaction.

“This type of investment – giving us the right insights, the right analytics, the right visibility – has really empowered our teams,” Rasmussen said. “Knowing that information – and we let that feed things like the Single View of Customer platform or our data science initiatives or replenishment – is fuel to the things we can do to drive our business.”

Such drivers include reactivation campaigns, as happened with a shopper to whom Harrods offered a free pastry with a £50 purchase, according to Rasmussen. The customer made a qualifying purchase, received the complimentary gift, and then promptly returned to the salesfloor to spend another £30,000.

“If we can reactivate those types of customers across the entire 2.5 million [customers], the opportunities for our growth will be enormous,” Rasmussen said. “It’s something that we’re already seeing pay dividends, and we’re really excited to see what we can develop for the future.”

The Future Is Still Experience

Predictive analytics will be a big focus for Harrods, especially identifying new shoppers who might be similar to its high-value customers, according to Rasmussen. Data from �鶹ԭ�� Marketing Cloud, �鶹ԭ�� Customer Data Cloud, and �鶹ԭ�� Service Cloud can help Harrods spot – and serve – its next big spenders, alongside transactional information through �鶹ԭ�� Customer Activity Repository and analytics via �鶹ԭ�� BW/4HANA.

“How can we take a customer who might look like they’re spending £2,000 and realize that they are customers who should be spending £200,000?” Rasmussen said in . “Get them the right personalized service within either our personal shopping department, our concierge service, or a stylist to make sure that we can nurture them more quickly.”

And, again, this seamless customer experience is made possible by a lot of work on the backend. But it’s worth it, according to Rasmussen.

“The two things I take away from what we’ve done at Harrods are one, customer experience comes first,” Rasmussen said. “Secondly, I think we’ve really benefited from the strong partnership we’ve made with our technology partners, �鶹ԭ�� being one of them. We’re making sure that we can invest with them, co-innovate with them, and…we’re collectively moving towards giving the customer the absolutely best experience.”

smart Europe Offers Car Drivers a Hyper-Personalized Customer Journey

Ima Buxton — Wed, 28 Dec 2022 12:15:35 +0000

Thanks to a new e-commerce platform and digital twin technology, smart Europe is in the vanguard of automotive brands tailoring their business models to customer needs and direct online car sales.

Whether it’s streaming services, cell phones, or robotic lawn mowers, today’s consumers are more than happy to enjoy the convenience of buying high-tech products and services online. In a matter of mouse-clicks, they can configure a product and select whether to buy, lease, or subscribe – depending on their personal preferences.

But things are very different when it comes to buying a new car. A found that three out of four consumers still prefer to purchase from an authorized vehicle dealership. Yet it also revealed that there was a growing appreciation of the benefits of virtual purchase processes. Consumers would like to see buying a new car become like buying a new cell phone.

“Our assumption is that there will always be people who visit physical dealerships to “feel” a car and test-drive it,” explains Björn Schick, CXO and member of the executive board of smart Europe. “But it won’t be long before they become the minority and more people start configuring and ordering their cars online – in just a few quick steps.”

Direct-to-Consumer (D2C) Vehicle Sales Are Booming

How soon that happens, Schick says, will depend hugely on whether suitably attractive offers are available. Increasingly, customers are willing to sign contracts online if they can obtain a favorable short-term lease or subscription deal on transparent terms. They then have a tendency to be more adventurous in their choice of car model and color.

“They’ll quite deliberately opt for a sportier model, maybe, or bright yellow paintwork,” says Schick. “That’s because the focus is not on the vehicle’s resale value when the contract ends, but on the customer’s preferences.”

Many of today’s market players – both established and new – are well aware of the business opportunities behind this change in consumer habits. They are muscling their way into online channels to claim their share of the rapidly growing D2C vehicle market. Alongside electric car pioneer Tesla, brands including NIO and Polestar are showing the way – and automakers across the world are following their lead.

Direct Sales on a Single E-Commerce Platform

smart Europe also sees strong prospects for its own new-vehicle business here and is aligning its entire company infrastructure accordingly. smart Europe is a wholly owned subsidiary of smart Automobile Co., Ltd., a joint venture established in 2019 between iconic German vehicle manufacturer Mercedes-Benz, which transferred its smart brand to the partnership, and Chinese automaker Geely. The aim of the joint venture is to offer all-electric smart models on a new e-commerce platform for climate-conscious, city-dwelling consumers for whom the online world is second nature.

“Our business model is based on direct business with consumers, whom we address through an omnichannel approach so that we can sell our cars virtually and physically on a single platform,” explains Schick.

Car dealerships play their part in this business model too. “We see them as a key element in our sales strategy,” says Schick. “Their role is changing, but it’s just as important as before. As a newly formed company, we’ve got the chance to reinvent and recalibrate our dealership model.” Dealers will no longer own vehicles themselves and sell them, but will serve as brand ambassadors for (joint) customers at the physical retail touchpoint and as sales and service partners. They will arrange test drives, hand vehicles over to their new owners, and invite customers to events targeted at particular client segments. In short: car dealerships as we know them today will no longer function chiefly as sales outlets, but as agencies that showcase the brand.

�鶹ԭ�� Commerce Cloud as the Process Backbone for smart Europe

The foundation for this innovative style of cooperation is smart’s new e-commerce platform, which can be accessed not only by smart Europe employees and dealers but, for example, by repair shops as well. They can each see the data the customer has given its consent for them to access. The new platform will become operational at the end of 2022, coinciding with the launch of the first new smart #1.

Central to the platform is , on which all of smart Europe’s e-commerce transactions will run, from product configuration to payment. “�鶹ԭ�� Commerce Cloud lets us map all the country-specific tax and legal requirements so that we can manage all the processes for our business across Europe on a single platform,” explains Schick.

Coupled with �鶹ԭ�� Customer Data Cloud, �鶹ԭ�� Commerce Cloud also plays a key role in delivering hyper-personalized content on the front end because, when the two solutions are integrated, they push relevant data for a given set of parameters by country and customer segment. This means that, on the new e-commerce platform, someone who is sporty, adventurous, and has an eye for design will see different content and journeys than, say, someone with a different psychographic profile, such as an “information seeker.”

Accurate and Secure Consent Management Built In

�鶹ԭ�� Customer Data Cloud and �鶹ԭ�� Commerce Cloud form the backbone for authenticating and verifying customers and for managing customer consent. The �鶹ԭ�� Customer Identity and Access Management solutions help ensure that all customer consent statements relating to being contacted or to personal data being processed are handled accurately and securely and – most importantly – in compliance with GDPR (the EU General Data Protection Regulation).

The major advantage of �鶹ԭ�� Customer Data Cloud is that it records all customer data centrally, including conventional data like the personal “smart ID” that identifies any smart customer at any touchpoint and relevant product data as well. The digital key is an example of how this data can be used: owners of an all-electric smart can opt for a digital key to operate their car and can even share the key with friends via an app. The vehicle-locking mechanism, consent to the transfer of data, and so on are managed on the central platform.

“This shows that the new platform is much more than a marketing and sales tool,” says Schick. “It is practically part of the product.”

Enhanced 360-Degree View Supports New Business Models

More product data comes from the �鶹ԭ�� Digital Vehicle Hub application, which serves as the digital twin of any smart car. The application contains not only technical data about a vehicle, but also provides insight into wearing parts that need replacing and about driver behavior. Connecting these two layers, customer data and product data – each of which allows a panoramic view of their object – creates 360-degree visibility into both the customer and their vehicle. This in turn opens the door to scores of new digital services, product enhancements, and personalized customer offerings.

“Having opportunities like this on the horizon makes working with �鶹ԭ�� particularly compelling,” says Schick. “We’re on an innovation journey, interacting closely with �鶹ԭ�� on what else the solutions might be able to do in the future.” smart Europe’s aim is to deliver on its vision of becoming an urban companion for its target market – for all of their vehicle-related service needs.

“Our motto is ‘try, learn, adjust, repeat!’” says Schick. “With that in mind, we’ll keep moving steadily along the road to our destination – but always be ready to change lanes if we need to.”

Top image courtesy of smart Europe.

�鶹ԭ�� Launches �鶹ԭ�� Customer Data Platform to Enable Enterprises to Meet the Customer in the Moment

�鶹ԭ�� News — Wed, 14 Oct 2020 10:00:03 +0000

WALLDORF — (NYSE: �鶹ԭ��) today announced the global launch of , a next-generation customer data platform (CDP) that aims to allow organizations to redefine the customer experience across every engagement, from commerce and marketing to sales and service.

The announcement was made at , held online October 14–15.

As customer experience becomes an increasingly important differentiator of brands around the globe, many are turning to CDPs to help power unique, personalized experiences for a variety of marketing uses. But too often, this narrow marketing focus has impeded the true potential of an effective CDP. �鶹ԭ�� Customer Data Platform is planned to go beyond marketing by adding rich context to commerce, sales and service experiences, with relevant timely marketing. In so doing, �鶹ԭ�� Customer Data Platform aims to deliver personalization, based on its ability to collect and manage customer data. This will enable organizations to know the customer at every touch point and to effectively drive relevant conversations and create lasting customer loyalty.

Connecting, Respecting, Understanding and Personalizing Data for Success

�鶹ԭ�� Customer Data Platform is specifically engineered to tackle four key opportunities to increase brand reach and effectiveness:

Connecting every data source in the organization. When several data sources individually store customer data, the result is data silo proliferation and customer view fragmentation. With �鶹ԭ�� Customer Data Platform, customer data can be ingested and resolved from every source within the organization, including first-party CRM data; second-party, third-party and offline data; and event and activity streams, along with transactional, behavioral, experience and back-office data. No matter what the source, the data is maintained, with context, on top of the operational data to connect systems that require a high confidence of data quality. This results in living, breathing, unified customer profiles updated in real time and in the moment.
Respecting customer data with a holistic data privacy strategy. In today’s data privacy landscape, brands need to understand how, when and where customer data can be used. By understanding the core purpose of why the data is collected, �鶹ԭ�� Customer Data Platform can help enable a more holistic privacy strategy, merging inbound data to a profile only if required consents have been obtained. This enhances transparency into data collection practices and the reasons for which data is processed, helping to underscore a brand’s commitment to the data privacy of its customers.
Understanding large volumes of data. �鶹ԭ�� Customer Data Platform offers powerful segmentation and activity indicators calculated in real time to help obtain a true understanding of customer preferences and behavior. This provides a data foundation for audience-building and activation necessary to deliver relevant, personalized and omnichannel engagements. Centralizing this audience management helps brands to deliver consistent experiences across their marketing, personalization, commerce, service and sales solutions, which is essential to a customer-first strategy.
Hyperpersonalizing engagements based on a comprehensive view of the customer. �鶹ԭ�� Customer Data Platform helps to unify vast amounts of back-office operational data with front-office and experience data. This fuels engagement solutions across the organization with actionable, permission-based, customer insights in real time, leading to relevant, engagements at the right time and place in the preferred channel and on the customer’s terms.

“No two customers are the same, and no single customer is perfectly predictable,” said Trond Andersen, head of IT strategy and architecture, Elkjøp Nordic AS, one of the largest consumer electronics retailers in the Nordic countries. “With �鶹ԭ�� Customer Data Platform, it is possible to create a contextual view of the customer and couple it with a unified profile, to better anticipate their wants and needs as they express them. This will increase the effectiveness of our engagement through real-time data management, while ensuring we are handling the data in a compliant and respectful way.”

Building on a Strong Foundation

�鶹ԭ�� Customer Data Platform is built on the foundation of �鶹ԭ�� Customer Data Cloud solutions, which are based on Gigya technology. �鶹ԭ�� Customer Identity and Access Management and �鶹ԭ�� Enterprise Consent and Preference Management solutions are woven in to help ensure a secure and compliant digital profile. �鶹ԭ�� Customer Data Platform serves as the connective tissue of the real-time profile, powering a customer insight foundation to deliver relevant conversation whenever the customer wants to engage with the brand.

“We did not invent CDP, but �鶹ԭ�� Customer Data Platform opens the concept to a new world of opportunities,” �鶹ԭ�� Customer Experience President Bob Stutz said. “�鶹ԭ�� Customer Data Platform is one of the most advanced enterprise-grade CDPs. It can truly deliver personalized experiences that nurture anonymous users into known, loyal customers using the customer’s preferred channels, unifying vast amounts of front-office, back-office and experience data as only �鶹ԭ�� can.”

Visit the �鶹ԭ�� News Center. Follow �鶹ԭ�� on Twitter at .

About �鶹ԭ��

�鶹ԭ��’s strategy is to help every business run as an intelligent enterprise. As a market leader in enterprise application software, we help companies of all sizes and in all industries run at their best: 77% of the world’s transaction revenue touches an �鶹ԭ�� system. Our machine learning, Internet of Things (IoT) and advanced analytics technologies help turn customers’ businesses into intelligent enterprises. �鶹ԭ�� helps give people and organizations deep business insight and fosters collaboration that helps them stay ahead of their competition. We simplify technology for companies so they can consume our software the way they want — without disruption. Our end-to-end suite of applications and services enables business and public customers across 25 industries globally to operate profitably, adapt continuously and make a difference. With a global network of customers, partners, employees, and thought leaders, �鶹ԭ�� helps the world run better and improve people’s lives. For more information, visit .

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�鶹ԭ�� Named a Leader in Customer Identity and Access Management by Independent Research Firm

�鶹ԭ�� News — Mon, 12 Oct 2020 13:00:35 +0000

WALLDORF — (NYSE: �鶹ԭ��) today announced it has been named a Leader in The Forrester Wave™: Customer Identity and Access Management (CIAM), Q4 2020.

Forrester Research Inc. researched, analyzed and scored 13 vendors and named �鶹ԭ�� a Leader for the CIAM capabilities in its �鶹ԭ�� Customer Data Cloud solution portfolio. The report noted that CIAM customers should look for vendors with the ability to enable seamless, frictionless customer privacy and consent management; integration with identity verification systems; and ability to scale to large numbers of users in both technology and price.

The Forrester report states: “[�鶹ԭ��’s] solution offers outstanding consent management, expansive and a very well thought through CIAM administration interface.”

�鶹ԭ�� has four solutions in the �鶹ԭ�� Customer Data Cloud product portfolio: �鶹ԭ�� Customer Consent, �鶹ԭ�� Customer Data Platform, �鶹ԭ�� Customer Identity and �鶹ԭ�� Customer Profile.

“Trustworthiness in the management of customer data is incredibly important, and organizations must provide transparency and deliver personal data control to customers while engaging in new ways and using different channels,” said Bob Stutz, president, �鶹ԭ�� Customer Experience. “�鶹ԭ�� Customer Data Cloud has native integrations and completely secure, seamless consent management built in, which enables organizations to handle customer data respectfully, while still deriving valuable insights.”

Download a of the report, including Forrester’s in-depth analysis of the CIAM landscape.

To learn more, attend taking place online October 14–15.

Visit the . Follow �鶹ԭ�� on Twitter at .

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Janice Tsoules, +1 (650) 223-4817, Janice.Tsoules@sap.com, ET
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Pandemic Accelerates Consumer Demand for Personalized Free Sample Boxes

Susan Galer — Wed, 07 Oct 2020 13:15:58 +0000

Consumers are eager to discover new brands and have never been more open to trying free samples from the safety of their own homes. These were among the recent findings from a consumer shopping behavior conducted by startup Sampler.

Ninety-eight percent of respondents reported being more open to new brands, while just two percent said they were sticking to familiar products. What’s more, 98 percent of people were more likely to try new products if they had samples delivered to their homes compared to picking them up in store. Marie Chevrier, Sampler’s founder and chief executive officer (CEO), said these findings reflected why product sampling is full speed ahead on a digital makeover.

“Being able to digitally target consumers who have an interest in your specific products is light years ahead of traditional in-store sampling approaches,” Chevrier said. “Brand managers at consumer packaged goods companies and retailers are amazed at how targeted and measurable they can be, reaching more people who really want their products and staying close to them. Every consumer brand needs this higher level of targeting, and the COVID-19 pandemic just accelerated that demand.”

Relationships Built on Personalized Samples

Headquartered in Canada, Sampler has helped more than 500 of the world’s leading and emerging consumer packaged goods brands send samples to consumers who are interested in their products and build lasting relationships that stoke demand for more.

Sampler customers hail from 24 countries, primarily in North America and Western Europe. The brands cut across beauty, food, beverage, household, baby, personal care supplements, and vitamins, and have one common characteristic: they want to target, track, and measure product sampling programs with greater effectiveness. Like online advertising, brands decide which consumers they want to target. Except, in this case, they are shipping actual sample products to Sampler’s warehouses located worldwide.

Consumers looking for free samples can opt in to receive personalized boxes of product samples by completing a profile. Sampler has a total of approximately 60 million insights from a database of 2 million consumers. The company targets consumers against a filter of 700 segments, such as eating habits, fashion tastes, ingredient preferences, and historical activity with Sampler itself. The relationship building comes in when Sampler asks consumers how they feel about the products they received and if they were likely to purchase them. Follow-up also encourages consumers to leave reviews or ratings with feedback and take advantage of additional offers to make a purchase.

Digital Heralds New Age of Product Sampling

According to Chevrier, half of Sampler consumers who try a product sign up to receive a brand’s newsletter, and one-third rate and review sampled products. Depending on the product category, she said that companies can expect to convert between one to 10 percent of products sampled to a purchase within 90 days.

Many companies incorporate Sampler into social media advertising promotions on their own websites or others, serving up free sample offers targeted toward consumers who have opted in for certain product categories. Sampler also works with various partners, such as online magazines and retailers, with offers for their audiences.

“Companies can easily embed their free offer in an online influencer’s video review, allowing viewers to click on a link and claim their samples,” Chevrier explained. “When consumers leave reviews and ratings, the company can bring that feedback directly into their own platforms and marketing campaigns.”

Integrated Data Delivers Consumer Insights

Chevrier and other team members recently participated in the focused on consumer products, working with �鶹ԭ�� experts and mutual customer Henkel to integrate Sampler into . Henkel, a global consumer goods and chemicals company that invested in Sampler, has gathered valuable customer insights by connecting data from both solutions. Henkel has also collaborated with other startups.

“Combining important customer data from Sampler with information in �鶹ԭ�� Customer Data Cloud makes it easier for us to continue the dialogue with our customers, providing them with even more personalized, meaningful experiences,” said Michael Nilles, chief digital and information officer at Henkel. “We can quickly follow up with consumers to keep them fully engaged and drive sales conversations across our customer relationship management, marketing, and ecommerce teams.”

Online Shopping Habits Likely to Outlast Pandemic

In the same survey, a whopping 96 percent of consumers planned to keep their newfound online activities – including shopping – after social distancing ends. Like many pandemic-related transformations, at-home, personalized product sampling is likely here to stay.

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�鶹ԭ�� Named a Leader in Gartner’s 2020 Magic Quadrant for Sales Force Automation

�鶹ԭ�� News — Wed, 05 Aug 2020 13:00:34 +0000

WALLDORF — (NYSE: �鶹ԭ��) today announced it has been recognized as a Leader by Gartner in the July 2020 Magic Quadrant for Sales Force Automation. This is the second year running that �鶹ԭ�� has been acknowledged. In its latest report, Gartner assessed products from 15 vendors, including the �鶹ԭ�� Sales Cloud solution.

�鶹ԭ�� Sales Cloud provides a technological framework for sales teams to take the pulse of each deal, monitor sales analytics, forecast sales revenues and improve sales strategy with content recommendations.

According to the report, �鶹ԭ�� was recognized for completeness of vision and ability to execute.

“In today’s competitive marketplace, there is no second chance at securing a deal — customers have freedom and options to look elsewhere if their needs aren’t being met,” said Paula Hansen, chief revenue officer of �鶹ԭ�� Customer Experience. “With �鶹ԭ�� Sales Cloud, sales organizations can manage the overall health of the business down to individual deals, ultimately driving successful sales results.”

The �鶹ԭ�� Sales Cloud solution is part of the larger �鶹ԭ�� Customer Experience portfolio, which also includes the �鶹ԭ�� Marketing Cloud, �鶹ԭ�� Commerce Cloud, �鶹ԭ�� Service Cloud and �鶹ԭ�� Customer Data Cloud solutions.

To learn more, download a of the report, including Gartner’s in-depth analysis of the sales force automation landscape.

Visit the . Follow �鶹ԭ�� on Twitter at .

Media Contact:
Janice Tsoules, +1 (650) 223-4817, janice.tsoules@sap.com, ET
�鶹ԭ�� 鶹ԭ�� Room; press@sap.com

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

�鶹ԭ�� Recognized as a Leader in Gartner’s Magic Quadrant for Sales Performance Management for the Seventh Consecutive Year

�鶹ԭ�� News — Wed, 26 Feb 2020 14:00:20 +0000

WALLDORF — (NYSE: �鶹ԭ��) today announced that it has been recognized as a Leader in Gartner’s Magic Quadrant for Sales Performance Management (SPM) for the seventh consecutive year.

In its latest report, Gartner assessed products of 10 sales SPM vendors, including the �鶹ԭ�� Sales Cloud solution.

SPM software from �鶹ԭ�� is deployed as SaaS only and offers all the core SPM functionalities, including (ICM) and territory and quota management. This SPM offering, along with salesforce automation and the �鶹ԭ�� CPQ solution, are part of the �鶹ԭ�� Sales Cloud portfolio.

With �鶹ԭ�� Sales Cloud:

Lenovo reduced its quota-setting time to one week from one month
Docker increased accuracy of payment compensation plans by 95 percent, nearly eliminating disputes
Pivotal Software reduced compensation inaccuracy by 72 percent

“In a competitive landscape it is critical for companies to set aggressive goals to ensure fast growth,” said Paula Hansen, chief revenue officer and co-head of �鶹ԭ�� Customer Experience. “But the truth is many companies don’t hit their revenue goals, with average quota attainment often falling in the 50–60 percent range. �鶹ԭ��’s SPM solution includes analytics with machine learning that increases operational efficiency and planning effectiveness, which helps turn sales professionals into a profitable sales machine.”

�鶹ԭ�� was also named a Leader in CPQ application suites and salesforce automation.

To learn more, , with Gartner’s in-depth analysis on the sales performance management landscape.

Visit the �鶹ԭ�� News Center. Follow �鶹ԭ�� on Twitter at .

Media Contact:
Michael Baxter, +49 151 1719 6185, m.baxter@sap.com, CET
�鶹ԭ�� 鶹ԭ�� Room; press@sap.com

Sources: Gartner, Magic Quadrant for Sales Performance Management, Melissa Hilbert, 18 February 2020. �鶹ԭ�� is previously listed as CallidusCloud because �鶹ԭ�� acquired the company in April 2018. Magic Quadrant for Configure, Price and Quote Application Suites, Christina Klock, Mark Lewis, 28 October 2019. Magic Quadrant for Sales Force Automation, Theodore Travis, Melissa Hilbert, et al., 26 June 2019.
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.