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Smarter commerce partner presentation final
1.
Smarter Commerce: Moments
matter. © 2013 IBM Corpora/on
2.
Agenda Overview: Smarter
Commerce intro and overview What Smarter Commerce can mean to you and your partners How and where to start with your Smarter Commerce journey The key contacts for Smarter Commerce The next steps for you as a partner for Smarter Commerce 2 © 2013 IBM Corpora/on
3.
3 3 © 2013
IBM Corpora/on
4.
Businesses face new
challenges every day 60% of B2B customer buying decisions completed before engaging your sales teams 69% of B2B companies ignore customers who provide feedback via social media 4 57% of business buyers have purchases goods for their companies online and 37% expect to do more in 2014 32% of B2B customers create social media content, which includes raDngs, reviews, blogs and tweets Sources: IBM, Harvard Business Review, Acquity Group, Gartner, Forrester Satmetrix 9out10 CXOs said they plan to collaborate much more extensively with their customers over next 3-‐5 years 50% of B2B collaboraDon will take place through Web APIs by 2016 © 2013 IBM Corpora/on
5.
Mobile and social
are reshaping business 55% of smartphone users compare prices in stores 63% of online adults are less likely to buy via other channels if they experienced a problem on their mobile phones 5 Sources: IBM, Forrester, Tealeaf and Emphathica Reports 34% of smartphone users have scanned a QR Code, 27% have read online reviews 92% of consumers say they trust earned media, such as word-‐of-‐mouth and recommendaDons 55% increase in online sales via mobile devices over 2012 84% of US adults who have conducted a transacDon online or through a mobile device report experiencing a problem © 2013 IBM Corpora/on
6.
Delivering superior customer
engagement every /me, in every context A supply chain prepared for the unpredictable Service that knows what customers want before they do 6 MarkeDng targeted to every customer personally Selling that’s there for your customers, wherever they are © 2013 IBM Corpora/on
7.
Successful companies embracing
this strategy Improved procurement and defined new rules with eAuctions Fixed customer experience problems and increased conversions 7 Delivered personalized interactions which led to new business Leveraged social programs to drive sales and ongoing engagement © 2013 IBM Corpora/on
8.
Smarter Commerce sa/sfies
customers at the speed of life Buy Adap/ve procurement and op/mized supply chain Targeted and personalized marke/ng across all channels Service Sell An/cipate behavior and deliver flawless customer service 8 Market Seamless cross-‐channel customer experience © 2013 IBM Corpora/on
9.
Our solu/ons are
infused with mobile, social, analy/cs and cloud capabili/es 9 © 2013 IBM Corpora/on
10.
IBM’s integrated por^olio
for Smarter Commerce Smarter Commerce Services Core Business Solu/ons and Processes BUY MARKET SELL SERVICE Adap/ve procurement and op/mized supply chain Targeted and personalized marke/ng across all channels Seamless cross-‐channel customer experience An/cipate behavior and deliver flawless customer service Business AnalyDcs IBM SmartCloud SoluDons, CompuDng and Infrastructure 10 © 2013 IBM Corpora/on
11.
We have invested
in leading capabili/es to transform your business LEADER in File Transfer Buy • Sell LEADER in Procurement Buy LEADER in B2B and Order Management Buy • Sell LEADER in Customer LEADER in Mobile Messaging Market • Sell LEADER in Merchandising Market • Sell LEADER in Campaign Management Market Experience Management Market • Sell • Service 11 LEADER in Digital MarkeDng Market © 2013 IBM Corpora/on
12.
Agenda Overview: Smarter
Commerce intro and overview What Smarter Commerce can mean to you and your partners How and where to start with your Smarter Commerce journey The key contacts for Smarter Commerce The next steps for you as a partner for Smarter Commerce 12 © 2013 IBM Corpora/on
13.
IBM’s Integrated Por^olio
for Smarter Commerce Customer & Digital Strategy | IBM InteracDve BUY AdapDve procurement and opDmized supply chain § Procurement OperaDons & Accounts Payable ** § Enterprise and Category Spend Management** § Source to Contract § Supplier IntegraDon and CollaboraDon § Supplier Management Risk and Compliance § Supply Chain Management Smarter Commerce Services | Customer Plaeorms | Smarter AnalyDcs | Managed Services/BPO Core Business SoluDons and Processes Market Targeted and personalized markeDng across channels § Cross-‐Channel MarkeDng OpDmizaDon § Customer Experience Management § Digital MarkeDng OpDmizaDon § MarkeDng Performance OpDmizaDon § Pricing, PromoDon and Product Mix OpDmizaDon Sell Seamless cross-‐channel customer experience § Contract Management** § Customer IntegraDon and CollaboraDon § Omni-‐Channel Commerce § Payments and Sealements | ApplicaDon Management Service AnDcipate behavior and deliver flawless customer service § Case Management § Customer Self-‐Service § Delivery, Service, and Support § Online Customer Service OpDmizaDon § Watson Engagement Advisor B2B IntegraDon Social Business I Mobile Enterprise I Big Data & AnalyDcs I Cloud Smarter CompuDng Infrastructure **Currently In Smarter Commerce DefiniDon Process © 2013 IBM Corpora/on
14.
The Market Opportunity
– WW • The opportunity: $104B in 2013, growing at 14%, more than three Dmes the IT CAGR. • The opportunity for integrated commerce soluDons is growing even faster – 30% CAGR • $20B Global Sonware opportunity, and 3x that in Services and Systems. Client Size >1000 = 61% 100 – 999 = 19% 1 – 99 = 15% Non Business = 4% Buy 27% Market 12% Sell 25% Service • • • • • • • • • Banking (20%) TelecommunicaDons (12%) Wholesale/CPG (12%) Insurance (11%) Retail (7%) Media & Entertainment (7%) Healthcare & Life Sciences (7%) Electronics (5%) AutomoDve (3%) 84% of total opportunity 36% Source: IBM Market Analysis (GMV) © 2012 IBM Corporation Internal Use Only © 2013 IBM Corpora/on 14
15.
Smarter Commerce For
Partners Opportunity in the Market Partner Program Rewards • $20B Sonware opportunity, • 3x that in Services and Systems • Smarter Commerce Capability • 0% Financing • 2X SVI for WebSphere Commerce Joint Go To Market • Sales Account Planning • SoluDon Development IniDaDve 15 15 © 2013 IBM Corpora/on
16.
Soaware Value Plus
Smarter Commerce Authoriza/on $20B Market Opportunity1 Requirements Benefits Smarter Commerce Skills SoluDon Spanning across 2+ Phases Great SoluDon Visibility References 16 Financial IncenDve: 20% to 30% Smarter Commerce Mark © 2013 IBM Corpora/on
17.
Promote repeatable LOB
solutions to customers B2B Business Integration Scalable Solutions in the Smarter Commerce Initiative Enable secure, seamless execution of multienterprise business processes with 100% of the customer's business community Offer a smarter shopping experience which personalizes shoppers' interactions, ü Focus on Line of Business buyers ü Sold in a standalone way with limited customization ü Entry point for cross-sell and up-sell Personalized Shopping Experience Cross Channel Campaign Management Deliver precision-driven coordinated cross-channel personalized marketing campaigns Secure File Transfer & Compliance Move critical information both inside and outside of the client's organization. Digital Marketing Optimization Empower marketers to turn site visitors into repeat customers and loyal advocates © 2013 IBM Corpora/on
18.
Agenda Overview: Smarter
Commerce intro and overview What Smarter Commerce can mean to you and your partners How and where to start with your Smarter Commerce journey The key contacts for Smarter Commerce The next steps for you as a partner for Smarter Commerce 18 © 2013 IBM Corpora/on
19.
Engaged companies create
systems of saDsfacDon with customers, partners and suppliers Understand Engage Understand your customers, needs desires and context Engage in real-‐Dme with your customers partners and suppliers Make it personal. Maximize the moment. Connect Connect with your customers and your value chain SaBsfy at the speed of life. © 2013 IBM Corpora/on
20.
Begin with these
ques/ons for your Smarter Commerce journey Does your business model adapt to capitalize on new market opportuni/es? Can your opera/ons an/cipate and adjust dynamically to market condi/ons? 20 Are you leveraging customer insight to reshape your business? Could your supply chain interrupt service to your customers? Do you deliver excep/onal customer experience across all touch points? © 2013 IBM Corpora/on
21.
Gedng started and
accelera/ng your Smarter Commerce journey Has your business model changed? Is customer informaDon driving your business? Are customer needs aligned to the business operaDons? How compelling is your customer experience? Can you respond to changes in the market or demand? Get started on your Smarter Commerce journey 21 © 2013 IBM Corpora/on
22.
Bringing it all
together … § Excess inventory influences markeBng campaigns and mark-‐down pricing § Campaign results impact inventory plans Buy § Good markeBng is service § Service feedback drives beJer markeBng § MarkeBng displays relevant ads § eCommerce provides markeBng with real-‐Bme shopping behavior Market § Consumer demand shapes decisions on supplier sourcing, inventory § Inventory and logisBcs drive fulfillment 22 Sell Service § Good service drives cross, up-‐sell and repeat sales § Service opBons offered to customers during the selling process © 2013 IBM Corpora/on
23.
Agenda Overview: Smarter
Commerce intro and overview What Smarter Commerce can mean to you and your partners How and where to start with your Smarter Commerce journey The key contacts for Smarter Commerce The next steps for you as a partner for Smarter Commerce 23 © 2013 IBM Corpora/on
24.
Smarter Commerce Reaching
New Buyers New Buyers Chief Procurement Officer (CPO) Chief Marketing Officer (CMO) Integrated Solutions Buy Service VP of Customer Service VP of Commerce, VP of Sales Market Sell LOB Value Proposition • Every Top 10 Global Bank • 11 of 15 top Internet Retailers • 4 of the top 5 Global Telecos • 2K+ of the world’s top brands • Power >$27B of Internet Retailer sales – 2x our nearest competitor • Save companies $245B in spend annually • Manage $57B in annual procurement spend • <2500 clients WW depend on IBM Marketing solutions $ 133B Total market opportunity in 2015 12% CAGR through 2015 across all industries and geographies 18% CAGR through 2015 for integrated commerce solutions © 2013 IBM Corpora/on
25.
Reaching new buyers:
Chief Procurement Officers CPOs have identified their top procurement challenges: • Global growth and sustainable savings • Manage risk and compliance • Identify volatility and maximize predictability • Deliver a globally integrated supply chain • Maximize sourcing and fulfillment flexibility To achieve these objectives, a combination of best practices and the right technology is required. CPOs are expected to invest 30% more per year in Supplier Intelligence through 2015 50% 5%-7% $6.1 billion 18% Average percent of product value derived from suppliers Amount of savings CPOs are looking to achieve annually Market for procurement technologies in 2012 Growth of procurement spend analytics market © 2013 IBM Corpora/on
26.
Reaching new buyers:
Chief Marke/ng Officers CMOs believe marketing will be most impacted by: • Data Explosion • Social Media • Growth of Channel and Device Choices • Shifting Consumer Demographics Yet, they are least prepared for these same factors. Projects that by 2017 the CMO will spend more on information technology than the CIO $1.5 trillion 7-8% Amount spent on marketing and communications in 2011 Growth of marketing budgets in next 12 months, 2-3X that of IT budgets $148 billion IT-related spend owned / influenced by CMOs in 2012 60% Growth of spend on marketing analytics in next three years © 2013 IBM Corpora/on
27.
Reaching new buyers:
VP of Merchandising Key retail trends are creating new challenges for Merchandising leaders: • Mobile commerce and price transparency • Rise in localization and personalization • New pricing models (e.g. flash sales) • New sources of competition and increased aggressiveness from existing competition • Increased price sensitivity of consumers • Increased promotional intensity of competitors • Price consistency across channels Price, promotion and product mix optimization are key to success in the face of these challenges Merchandising OpDmizaDon Drives Significant Value to the Retail Industry Increase revenue Increase gross margin $ Base price op/miza/on 1-‐3% 2-‐5% Promo/on op/miza/on 1-‐12% 5-‐20% Markdown op/miza/on 5+% 10+% Assortment op/miza/on 1-‐4% 2-‐4% © 2013 IBM Corpora/on
28.
Reaching new buyers:
SVP Sales, eCommerce, Channels SVP eCommerce/Sales/Channels have identified their top selling challenges: • Global revenue growth • Drive seamless and personalized experience • Orchestrate the orders for products and services through fulfillment seamlessly To achieve these objectives, a combination of best practices and the right technology platform is required. 12% $559 B Online retail growth in the US and Europe Customer-facing front-end B2B eCommerce expected to reach in US sales by the end of 2013 E-Commerce tied for 2nd among CEO’s most important 5 year technology enabled Investments $327 B US Consumers will spend online in 2016 up 45% from $226 B in 2012 50% + Of companies plan to replatform in the next 24 months © 2013 IBM Corpora/on
29.
Reaching new buyers:
SVP Customer Service, Loyalty, and Customer Experience SVP Customer Service/Loyalty and Experience have identified their top challenges: • Leverage insights to anticipate customer behavior and deliver next best action • Enable customer self service • Run the right analytics to generate ideas of when and how to best serve the customer To achieve these objectives, a combination of best practices and the right technology platform is required. Social software to exceed $1B by 2013, encompassing ~8% of all CRM spending in 2012 26% $83B Of companies have a welldeveloped strategy in place for improving customer experience Lost due to poor customer experiences because of defections and abandoned purchases 67% On average those current customers of yours spend 67% more than a new one 47% Of US contact centers reward their agents based on customer satisfaction ratings © 2013 IBM Corpora/on
30.
Agenda Overview: Smarter
Commerce intro and overview What Smarter Commerce can mean to you and your partners How and where to start with your Smarter Commerce journey The key contacts for Smarter Commerce The next steps for you as a partner for Smarter Commerce 30 © 2013 IBM Corpora/on
31.
Call to AcDon
OpDmize the Sales Opportunity § Build Industry Skills – Leverage IBMs Industry Frameworks and educaDon – Extend network to Line of Business leaders § Team with Eco D Smarter Commerce & IBM Sales Teams – Joint Account Planning to determine the starDng point – Align complimentary value props of your SME and IBM’s SME – Create business plan, and sales opportuniDes for your soluDons along with IBM § Extending your sales opportuniDes with products and soluDons – Combining soluDons and sonware – Bring in Hardware and services – Flexible structure, pricing (on premise, Saas etc) 31 © 2013 IBM Corpora/on
32.
Thank You for
Listening IBM Mentor ME Virtual Mentoring Event – sign up and benefit from a 30 minute Personal Mentoring Session with Ben Heyerdahl! Register your slot here: http://bit.ly/benmentor 32 © 2013 IBM Corpora/on
33.
Partner with IBM
for Smarter Commerce § Industry leading por^olio for Buy, Market, Sell and Service § Flexible, modular, open, integrated, op/mized § Real-‐/me social, mobile and analy/cs capabili/es integrated throughout the solu/ons § Dedicated commerce consul/ng and systems integra/on prac/ce with over a thousand experts § Innova/on through IBM Research and patent leadership for 20 years § Over 2,000 of the world’s top brands rely on IBM to improve their business insight and execu/on 33 © 2013 IBM Corpora/on
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