SAP Solutions for Retail Drive Omni-Channel Customer Experience

WALLDORF — To meet customers’ demand for a seamless shopping experience across all channels, devices and touch points, retailers nowadays have to meet organizational, operational and technological challenges. Customers want a simple, personalized and compelling shopper experience just like it was years ago, when merchants knew each shopper by name and personal buying habits by memory. These and other challenges in the retail and wholesale industry are being discussed during the 12th SAP Advisory Council for Retail and Wholesale, an invitation-only event taking place from September 23-25 at SAP SE headquarters in Walldorf, Germany.

Personalized and Seamless Customer Experience

In today’s highly competitive and fast changing environment, it is essential for retailers to understand customer buying behavior, especially the interactions that take place across the retailer’s different channels, including store, e-commerce, mobile, etc. To this end, customers expect that retailers know and understand them, meaning that retailers need to use the insights into the customer to offer relevant and personalized offers. This requires technology that can handle high data volumes in real time.

With the help of retail solutions from SAP, retailers gain the necessary 360-degree view of consumer behavior, get a real-time view of customers and inventories, improve operating efficiencies and revamp their supply chain. The retail solutions combine cloud, mobile, Big Data and advanced analytical technologies in order to deliver consistent, personalized shopping experiences, as well as to help customers identify opportunities and improve operational efficiency and margins. Retailers can engage with their target audience over any touch point and leverage merchandise management and supply channel functionality from SAP to support further growth while at the same time increasing their employees’ mobile productivity.

“We wanted to replace our old system with a sustainable system which allows us to be flexible, and incorporate our own ideas. SAP has fulfilled all these requirements,” said Dr. Gerd Robertz, CEO, “The positive feedback from customers is an excellent indication of how our processes have improved considerably, and above all, shows how the effects of this improvement are seen anew by our customers every day.”

Effect of Social Media on Shopping Behavior

“The rise of social media not only causes huge amounts of data, but also affects shopper’s views and purchases,” said Bernd Leukert, member of the Executive Board of SAP SE. ”Today, customers use several channels to evaluate and conduct a purchase. More and more customers are clicking from social networks to retail sites. Retailers using social media to connect with their audience are seeing better brand results, while those who fail to do so are fading away. Our solutions help retailers and wholesalers to run simple while at the same time offering their customers exactly what they want when they want it — across all devices, channels and touch points.”

The 12th SAP Advisory Council for Retail and Wholesale is taking place in Walldorf, Germany, from September 23-25. Participation is by personal invitation only with a strong bias for leading companies, thought leaders and regional and global brands with high industry impact. Topics of discussion focus on global trends impacting the industries as well as industry-specific trends; business options, business models and strategies to leverage trends, and SAP industry road maps, offering the opportunity to make a direct impact on midterm and long-term deliverables.

For more information, visit the SAP News Center. Follow SAP on Twitter at @sapnews.

For more information, press only:
Janice Tsoules, SAP, +1 (650) 320-3238,, EDT
SAP News Center press room;

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