Transformation = Differenzierung+...

Transformation =Differenzierung + Erfolg

Frank EngelhardtVP Enterprise StrategySalesforcefranke@salesforce.com@engelhardtfrank

Zürich, 18. Mai 2017

Willkommen im Zeitalter des Kunden!

Thomas GöckeHead of Marketing & CRM KBA-Sheetfed Solutionsthomas.goecke@kba.com@thomasgoecke

Technologie erweckt die Welt

Hatsune Miku

Japanese Avatar Superstar

“Vocaloid” – Singing Synthesizer

>100K community created songs

>15M views on YouTube

Lady Gaga opening act

Dave Letterman show

Selling out live concerts

Technologie erweckt die Welt

Auf dem Weg zu einer komplett vernetzten und intelligenteren Welt

smart things75B

mobile phones6B

100K 10M

Mainframe/Terminal

Client/ Server

CloudSocial

Mobile

AIIoT

“Digitaler Wandel” fängt beim KUNDEN anDigitalisierung = Veränderte Erwartungen & Verhalten

Hinter jedem Ding ein KUNDEproduct

toothbrush

car

device

thermostat

watch

Willkommen im Zeitalter des KundenErwartung: Ein anderes Kunden-ERLEBNIS

KENN MICH

Sei24x7 &SCHNELL

Mehrwertwie ICH’s will

Mach’s EINFACH

B2ME

Kunden-Erlebnis ist wichtiger als Preis und Produkt - wichtigster Differenzierungsfaktor der Marke

Preis ProduktKundenErlebnis

#1

Source: Customers 2020 Report

Dem Kunden-Erlebnis gehört die Zukunft

Supply Chain

Infrastructure

Factory

Back Office

Für etablierte Unternehmen leichter gesagt als getan...

Unternehmen

of customer data has been analyzed1< % 77%

of customers are not engaged with companies

Kunden

AI

IoT

MobileSocial

Cloud

…weshalb agile kundenzentrierte Innovatoren Zulauf bekommen

AI

IoT

MobileSocial

Cloud

New Marketplaces

Online-Specialists

New Partnerships

“Disruptors”

Startups

Unternehmen Kunden

Angriff ist die beste Verteidigung

- Clay Christensen

DISRUPTIVE INNOVATION

can hurt, if you are not the one

DOING THE DISRUPTING.

„

“

Beispiele innovativer kundenzentrierter Transformation

Handel

Manufacturing & Mobility

Versicherung

Daniel Gehring, CIO

“Modebewusste Frauen wollen heute nicht nur jederzeit auch online einkaufen, sondern wunschen sich das ORSAY-typische Einkaufserlebnis uber jeden Kontaktkanal.”.

Von Mode-VerkaufZu Individuellem Shopping-Erlebnis

Kanalübergreifendepersonalisierte Ansprache

Eng verzahnte physische & digitale Welt

Vorhersagen von Vorlieben

Frédéric Pannatier, CIO

“Um persönliche Erfahrungeinzubringen, was unsere Kundenerwarten, mussten wir sie besserkennenlernen, ihre Bedürfnisse, ihreLeidenschaften, ihr Interesse und die Produkte in die sie sich verliebenkönnten”.

Von Uhren-Verkauf

Zu PersönlichemLifestyle-Erlebnis

Digitale EinbindungEinzelhändler

Aufbau Endkunden-Beziehung

“Hublotista Club” Community

CONNECTED

Thermostat mit Kunden

Thermostat mit Dienstleister

Kunden & Dinestleister mitHoneywell Community

Von Produkt & ReparaturZu Wohlklimatisierter Beziehung

Kunden: Sorgenfrei wohlklimatisiert. Zugang zu Wissen & Profis

Neue Service-Angebote. NeueWerte-Beziehung mit Kunden

Einblick Endkunden & NutzungWertschöpfungs-Ökosystem!

Dienstleister:

Honeywell:

Von Navi & Pannendienst

Zu Neuem Fahrerlebnis

“You’ve got to start by focusing on the customer.”

“How can I do something for that customer that they want to have done that is not being done well today?”

https://www.youtube.com/watch?v=g7QhLLlfMoM

Von Reiseschaden-Begrenzung

Zu Reisefreude-Erhaltung

https://www.youtube.com/watch?v=4kowOoYj-oQ

Kunden-Zentriertheit = Exzellenz an jedem Berührungspunkt

ShopTouch

&Test

Configure, Price, Quote,

Finance

Purchase/Lease Waiting Delivery Use Service Sale/ New

PurchaseGather

Information

Kundeninteraktionen eingewoben in personalisierte 1:1 Journeys

ShopTouch

&Test

Configure, Price, Quote,

Finance

Purchase/Lease Waiting Delivery Use Service Sale/ New

PurchaseGather

Information

CUSTOMER SUCCESS PLATFORM

Kunden-Zentriertheit = Exzellenz an jedem Berührungspunkt

Kundeninteraktionen eingewoben in personalisierte 1:1 Journeys

Supply Chain

Infrastructure

Factory

Back Office

Salesforce hilft Unternehmen, ihre Kunden auf neue Art zu erreichen

AI

IoT

MobileSocial

Cloud

CUSTOMER SUCCESS PLATFORM

Social

Mobile

Cloud

Connected

Smart

Unternehmen Kunden

4 C’s als Basis für Transformations-ErfolgVon Zu

C-Level Commitment

CEO-LedIT-/Abteilungs-Projekt

Customer Centric

Customer Journey Focused

ProduktBerührungspunkt

Culture Changing

Kollaborativ,Ermächtigt

Autokratisch,Risiko-Avers

Cloud Speed

Engagement Fokusiert,Agil

Back-Office Fokusiert,Wasserfall

Transformations-Reise zu neuer Kunden-Nähe

Cloud

Eingebundene Kunden & Partner

NeueGeschäfts- Modelle

Mitarbeiter-Engagement

Single Source of Truth

Seamless Collaboration

in ContextMT. Transformation

VernetzteProdukte

Transparenz

Von Verkauf Druckmaschine

Zu Kundenbegeisterung durch Service

How Much is KBA Part of Your Day?

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KBA touches every part of your day!

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How much is KBA part of your day?

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KBA touches every part of your day!

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How much is KBA part of your day?

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KBA touches every part of your day!

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How much is KBA part of your day?

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KBA touches every part of your day!

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How much is KBA part of your day?

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KBA touches every part of your day!

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How much is KBA part of your day?

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KBA touches every part of your day!

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Howmuch is KBA part of your day?

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KBA touches every part of your day!

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KBA touches every part of your day!

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KBA touches every part of your day!

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KBA touches every part of your day!

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KBA touches every part of your day!

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KBA touches every part of your day!

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How much is KBA part of your day?

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KBA touches every part of your day!

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How much is KBA part of your day?

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KBA touches every part of your day!

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Howmuch is KBA part of your day?

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KBA touches every part of your day!

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Howmuch is KBA part of your day?

Reasons for Change

Global Market For Sheetfed Offset Presses

Shrinking Market, Except for Packaging Printing

Competition by Digital Printing

Increase of Productivity

Consolidations in the Market

Political Crises

KBA - What Are Our Goals?

Higher Company Value

More Profitability

Higher Efficiency

Higher Customer Satisfaction – Customer Experience

Stability & Growth Through Diversity

“KBA will be the Leading Partner for the Printing and Packaging Industry and The Standard Across Industries for Customer Centricity, Innovative Solutions and Proactive Services.”Ralf Sammeck - CEO KBA-Sheetfed Solutions

Business Transformation

360°-View

Global Alignement

Mobile

Agile / Speed

Run Your Business From Your Phone

Service Cloud

KBA Community

Multiple Channels

Customer Centricity - Connected To Our Customers in a Whole New Way

New Products & Services

Customer Experience – Service Notifications

Service Notifications & Proactive Services

Eliminate Down-Time

New Products & ServicesCustomer Experience – Service Notifications

New Products & ServicesMonetize on Data

Transformation fm Product to Digital Customer Engagements1:1, Data-Driven, Proactive

Service for Customers (Performance Best Practices), Increased customer experience via Community

Proactiveservice

M2MConnection

Usage analytics

EfficiencyUpdates

24x7Diagnostics

Connected ProductCustomer Installed Base and Performance Reports (Press)

Assets

Documents related to Assets

Cases

Collaboration on Cases

Service ExcellenceCustomer Cases

End2End IoT based Service ProcessIncrease availability and eliminate unplanned downtime of our customers’ devices

Service Agent Field Technician CustomerDevice

Get a complete view of the Case and device situation

Fix problem remotely or create a Work Order and schedule a field technician

Reliable production

Performance improvement

Reduced maintenance spare parts, and stock cost

Pro-actively care for the assets before they fail

Perform guided repair during planned downtime

Failure detection prior to its occurrence

Automatic root cause analysis to derive necessary spare parts and tools

Solution Details Predictive Scenarios - KBA 4.0

§ Industrial asset insight (e.g. via community)§ Full Service Cloud integration

§ Anomaly detection, failure prediction and root cause detection to eliminate unplanned downtime

We’re Making Our Customers More ProfitableBy Utilizing Their Individual Machine Usage Data.

Results

Global Market for Sheetfed Presses

Market Is Shrinking

Higher Customer Satisfaction, Financial Impact & Market Share

Results

Global Market for Sheetfed Presses

Market Is Shrinking

KBA Market Share Increasing

Market Share Large Format > 60%

+30% Order Intake 2015

Drupa – The dreamforce of the Printing Industry –Beyond Expectations

Higher Customer Satisfaction, Financial Impact & Market Share

Success in NumbersShare Price

Koenig & Bauer

(German Dow Jones)DAX salesforce

(Direct Competition)Heidelberger

450%

1/2016 3/2017

Success in NumbersShare Price

Koenig & Bauer

(German Dow Jones)DAX

(Direct Competition)Heidelberger

500+%

1/2015 5/2017

Transformation =Differenzierung + Erfolg

Frank EngelhardtVP Enterprise StrategySalesforcefranke@salesforce.com@engelhardtfrank

Zürich, 18. Mai 2017

Willkommen im Zeitalter des Kunden!

Thomas GöckeHead of Marketing & CRM KBA-Sheetfed Solutionsthomas.goecke@kba.com@thomasgoecke