Building the perfect Consumer Products front office

Building the perfect Consumer
Products front office
May 22nd 2012
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CP Industry Plan – Go to Market themes
Be first to market with
products consumers
want
Optimize customer
service and profitability
across the network
Maximize return on
brand and promotion
investments
Establish direct consumer
relationships, enable direct-toconsumer marketing and grow
brand loyalty
Visibility into retailer and
consumer demand, tightly
integrated to supply
processes
Synchronize strategy with
innovation and execution for
competitive differentiation and
growth
Integrated and automated
logistics operations across
warehousing, transport and
fulfillment
Orchestrate value delivery
to customers, increasing
promotion spend
efficiency and reducing
outstanding customer
claims
Accelerate time-to-profit via
efficient, compliant product
development
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Manage seamless
customer service
interactions to improve
satisfaction, minimize
claims and returns and
reduce risk
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Performance Indicators Leading To a
Competitive Advantage in Consumer Products
Net margin
On-time and in-full delivery
Percentage of revenue from
innovation
Incremental trade spend ratio
Promotion effectiveness
Time to market
Cost of goods sold
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Inventory turns
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Board Dashboard For Weekly Trading
Review
Trading Meeting Agenda on results and
outlook
•
This week/month/quarter
Core Kpis for front office
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•
Net invoiced sales by key account by
category by unit versus forecast
•
Trade promotions gross profit mix and
spend
•
Retail Execution by key account
•
Downstream service levels
•
Rolling next two quarters outlook and
campaign options
•
Alternative additional sales levers
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SAP Front Office for CP
Coordinated and integrated systems and processes
Distributor
Sales
Ingredient
Suppliers
Product
Development
Supply Chain
Manufacturing
Procurement
IT
Packaging
Suppliers
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Marketing
Finance
Retail
Customers
Consumers
HR
Distribution
Center
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SAP solutions for sales
Maximize go-to-market effectiveness
Account and Trade Promotion Management
Sales
Marketing
Integrating demand planning to improve forecast accuracy and product
availability, increasing efficiency of promotion spend & reducing outstanding
customer claims.
Trade Promotion Optimisation
Product
Development
Supply Chain
Manufacturing
Procurement
Predict and suggest optimal promotion price and merchandising decisions
based on goals and objectives.
Assess revenue, volume, and profitability for promotional period, vehicles,
products, price points, and other factors
Retail Execution
Cost-effective sales force management, territory and visit planning, in-store
sales & merchandising execution.
IT
Finance
HR
Customer Service Management
Manage seamless customer service interactions to improve satisfaction,
minimize claims and returns and reduce risk.
Direct Store Delivery
Selling and distributing goods directly to the customer’s store, getting direct
contact to the point-of-sale to improve consumer retention.
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SAP solutions for marketing
Bring differentiated offerings to market for consumers
Multi-Channel Marketing
Streamline campaign planning, program development and
execution across all consumer interaction channels.
Sales
Product
Development
Marketing
Supply Chain
Consumer Service Management
Manage seamless consumer service interactions to establish
direct consumer relationships, enable direct-to-consumer
marketing and grow brand loyalty.
Consumer Mobile Solution
Manufacturing
Procurement
Enable capture of shopper buying signals to improve
predictability of promotional ROI and supply chain performance
Social Customer Engagement
IT
Finance
HR
Filter and prioritise social media conversations based on
sentiment, influence, and customer value then route, assign, and
escalate messages
Integration with knowledge base or content repository for rapid
and relevant and consistent responses
Integration with SAP Social Media Analytics by Netbase for realtime customer insights
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Consumer Goods Customer Examples
Customer Service, TPM, Sales & Marketing
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Account and trade promotion
management performance
KPI
Industry Benchmark
Percent of total sales
volume sold on promotion
Deductions as percentage
of sales
60%
75%
2.7%
0.5%
Percent promotion
effectiveness (meets
promotion goals-volume,
profit)
15%
40%
25%
5.0%
25%
20%
0%
Improvement Potential
60%
Source: SAP Internal Value Engineering
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Account and trade promotion
management performance
KPI
Description
Percent of total sales
volume sold on promotion
Increased promotion uplift by
focussing funds on the most
effective promotions
Deductions as percentage
of sales
Reduced errors in financial
control and clearing processes
through Account and Trade
Promotion Management
linkage with SAP Financials.
Percent promotion
effectiveness (meets
promotion goals-volume,
profit)
Improved promotions tracking
and spend analysis to enable
better promotion decision
making.
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Customer
Source: SAP reference data base
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Achieving the Perfect Front Office for CP
Speed to Value
START
OR
GROW, EXTEND, INNOVATE
SAP and a Global Partner
Ecosystem offer Rapid
Deployment solutions to
meet business needs…
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…predictability, out-of-thebox integration and
adoption choices as you
extend your business
processes …
…and supporting all use
cases along your adoption
path
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