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Transformation =Differenzierung + Erfolg
Frank EngelhardtVP Enterprise [email protected]@engelhardtfrank
Zürich, 18. Mai 2017
Willkommen im Zeitalter des Kunden!
Thomas GöckeHead of Marketing & CRM KBA-Sheetfed [email protected]@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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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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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 [email protected]@engelhardtfrank
Zürich, 18. Mai 2017
Willkommen im Zeitalter des Kunden!
Thomas GöckeHead of Marketing & CRM KBA-Sheetfed [email protected]@thomasgoecke
