Download - IBM: Commerce on the Cloud
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IBM Commerce on Cloud: Differentiate your brand – Innovate your business
Garth AasenNational Sales Manager, Smarter [email protected]
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Agenda
• Cloud Business Value Drivers
• IBM Cloud Delivers Smarter Commerce
• Why Consider Managing Commerce in the Cloud?
• Overview of IBM Commerce on Cloud Capabilities
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Cloud is a $1.5B marketplace in Canada that’s growing at 28% to $4.0B in 2017. How will you take advantage to be more competitive in your market?
Source: Gartner Canada
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Leading organizations are achieving competitive differentiation and improving their top and bottom lines with Cloud
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Customers Demand a Consistent Omni-channel Experience
Research product
Store
Call center
Online
Mobile
Create order
Check status
Cancel order
Initiate / track return
Schedule delivery or
pickupChange
order
Schedule store pickup
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75
85% of consumers “expect a seamless experience across all channels”
Implications:
► Shopping is not a discrete activity, it is integrated into daily life
► “Store” is omnipresent, not a location
► Mobility and idle times become opportunities
Mobile
Online Call Center
Kiosks
Store POS
Field Sales
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Delivering a Superior, Personalized Experience
80%of CEOs think they deliver a superior
customer experience
8%of their customers
agree
Outperformers …Outperformers …
Know customer context – and
integrate accordingly
Act on insights - systematically
Take a broader view of the customer
experience
State of Marketing, IBM, June 2013State of Marketing, IBM, June 2013
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IBM’s Integrated Portfolio for Smarter Commerce
Buy Market Sell Service
Core Business Solutions and Processes
Smarter Commerce Services
IBM Cloud Solutions, Computing and Infrastructure
Strategy | IBM Interactive | Systems Integration | Smarter Analytics | Managed Services | Application Management
Supplier Integration & Collaboration
Supply Chain Management Accounts Payable Source to Contract Supplier Management Risk
and Compliance
Customer Experience Management
Cross-channel Marketing Optimization
Price, Promotion & Product Mix Optimization
Marketing Performance Optimization
Digital Marketing Optimization
Customer Analytics
Cross-channel Selling Order Configuration &
Quoting Order Management &
Fulfillment Customer Integration &
Collaboration Store Solutions Payments & Settlements
Delivery, Service, & Support
Customer Self-Service Case Management
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IBM Cloud for Smarter Commerce accelerates the transformation of the entire customer experience
Leverage collaborative business networks
Accelerate alignment across the commerce value chain
Accelerate alignment across the commerce value chain
Increase business agility and enhance customer value
Increase business agility and enhance customer value
• Customer Analytics
• Digital Marketing• Omni-Channel Marketing• Real-time Personalization• Price and Promotion Optimization
• Digital Marketing• Omni-Channel Marketing• Real-time Personalization• Price and Promotion Optimization
• Omni-Channel Customer Engagement• B2B / B2C Commerce• Store of the Future
• Omni-Channel Customer Engagement• B2B / B2C Commerce• Store of the Future
• Multi-enterprise Process Collaboration• Governance, Risk & Compliance for
Critical Corporate Data• Financial Operations
• Multi-enterprise Process Collaboration• Governance, Risk & Compliance for
Critical Corporate Data• Financial Operations
• Source to Contract• Supplier Management, Risk &
Compliance• Enterprise and Category Spend
Management
• Source to Contract• Supplier Management, Risk &
Compliance• Enterprise and Category Spend
Management
Key offerings:
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170% more likely to use cloud-based analytics to
derive insights
Drives 82% YoY return on marketing
investments
136% more likely to use cloud to reinvent customer
relationships
17% increase in average transaction
value and retention rate for a retailer
83% of consumers are more likely to do business with brands that allow them to contribute when, where
and how they interact
Commerce leaders are considering Cloud to quickly, easily and securely stay competitive in today’s marketplace
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Cloud can help deliver a number of powerful key business value drivers
Strategically reinvent customer relationships
Share expertise among customers, employees and partners
Speed delivery of bringing new products and services to market
Enable new business strategies
Transform responsiveness of IT infrastructure and development
Access new services that improve business processes
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Updated xx-xx-12
In fact, Lindt leverages the cloud to deliver an accelerated omni-channel customer shopping experience
Seamless order fulfillment across channels
More than doubled its conversion rates & tripled its revenue
Quickly and easily manage digital store front
Rapid Deployment
Unique Experience
Achievements
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B2B companies need to effectively manage the complexity of multiple business models and routes to market
Rapidly analyze sales data and adjust marketing promotions
Grow its online business from $5M to $50M in less than 5 years
Quickly and easily expand digital store front to new global markets
Rapid Deployment
Flexibility
Profitable Growth
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IBM offers a family of cloud based commerce capabilities to meet the needs of your business
Select, configure, quote, and order complex
products and services
Enable flexible fulfillment and orchestrate orders
across channels
Create seamless, engaging and contextually relevant digital brand experiences
Strategy Design DeploymentBusiness
Operations
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IBM Omni-Channel powers a wide range of engagement models
Social Media
Complex Value ChainsField Sales
Call Center
Partner Centers
Web Mobile
B2CB2C
B2BB2B
Field and Partner Sales
Direct or extended network of sellers, partners, brokers, and agents
B2B Digital Selling
Direct or partner branded sites power self-service commerce experiences
Complex Value Chains
Selling through a network of partners or integrated value chains
Store of the Future
Adaptive Store experiences supported by empowered associates and devices
B2C Digital Selling
Inspire, engage, and serve customers across digital and emerging channels
Complex Value Chains
Selling through a network of partners or integrated value chains
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Easily deploy and deliver a rich customer centric experience via out-of-the-box web and mobile store models
• Out of the box starter store models
• Fast finder, quick view and single page checkout
• Marketing content
• Integrated Social Commerce
• Web 2.0 Widgets
• Search Engine Optimization
• Localized stores models
Mobile Store Models Optimized for Smartphone and Tablets
B2C and B2B Store Models
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The Aurora Store Front (out of the box)
HERO eSpotOpportunity to excite and promote items that communicates a “need”
Carousel WidgetFast and easy feature to discover a variety of products without taking up valuable screen-estate
e-Marketing SpotsMarketing team can populate static content for specific campaigns or promotions can be dynamically updated based on customers segmentation
Facebook ConnectLogin to Facebook to find out what other customers are sharing on their Facebook pages
IBM Enables a Powerful On-line Customer Experience Out of the Box
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Precision Marketing helps provide a personalized customer buying experience
• Powerful, automated, one-to-one merchandising and marketing based on shopper preference and behavior
• Build an ongoing, event-based dialogue with consumers by processing triggers and responding with actions
• Cross Channel Precision Marketing Engine supports Web, Mobile, Cross Channel Social Participation Integrated with ecosystem B2B “behavioral marketing” Behavioral segmentation
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Combine and Prioritize Promotions
Engage customers with relevant offers and promotions to increase sales
• Support for multiple promotion types– Product, order level and shipping promotions– Combine and prioritize promotion types– Define promotion exclusivity or limits
Product Level Order LevelShipping
Promotions
Qualifying Purchases
Promotion Code
Virtual Coupons
• Easy to use promotions dashboard– Quickly and easily create and manage promotions on your site and 3rd party sites– Define how promotions are presented to customers and how discounts are redeemed
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IBM Advanced Shopping Cart Maximizes Up-Sell / Cross-Sell
Optimize SellingDisplaying products that are highly relevant to the items in the cart or customer preferences, can connect customers with items they love and spark impulse buying
Offer OptionsFlexible fulfillment options gives customers choices to make it easier to commit to the sale
Global Payment SolutionCustomers can pay using credit cards, gift cards, paypal, etc. and split payments between them – using currency specific to their country
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Extend your brand experience through the support of extended channels
• Remote Widgets capability allows retailers to extend brand experience to social networks and allow shoppers to share wish list
• Integration with social networks and communities supported• Enhanced RSS feeds for affiliate marketing
Search/Compari-son Shopping
Affiliate Sites Aggregators Social Sites Widgets Viral Marketing
Brand 2 Brand 3 Brand 1 Brand 4
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IBM’s ‘Management Center’ is the Single Point of Control and Empowers Business Users
• Rich and intuitive graphical user interface based on Web 2.0 technology
• Single Point of Control for: Catalogue management Assigning Work Tasks to Business
Users Creating New Segmentation Creating New Store Assets Previewing Store Changes Multi-variate (A/B) Testing Marketing activities & Promotions
IBM empowers business users; increases productivity and effectiveness, while leveraging existing investments.
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IBM Commerce on Cloud helps drive innovation with ‘guided selling application’ for exceptional service
Delivering the best solution configuration for each customer
8,900 field sales now spend one hour less per sales call
Accelerated quoting process and provided more accurate pricing
Rapid Deployment
Unique Experience
Achieving Results
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Why IBM Commerce on CloudIndustry Leading Commerce Capabilities
• Over 15 years of market leadership in Commerce
• Powers over $65B of Internet Retailer Top 500 online sales annually
• Multiple business models (B2B, B2C..) on one platform
Client Benefits
• Deliver exceptional customer service by creating a more personalized and engaging buying experience
• Empower business users to build and personalize digital store fronts
• Minimal start-up costs and fast implementation with preconfigured interfaces
World Class Cloud Delivery - SoftLayer
• 21,000+ customers in 140 countries, 100,000 devices, 700+ employees, 40 data centers in 15 countries world wide
• Unified architecture to mix/match bare metal servers, virtual server instances and private clouds managed from a single API
• All deployed on demand, provisioned in real time
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Ask the fundamental questions:
• Is your organization achieving the levels of innovation required to compete in today’s environment?
• Is your organization able to nimbly put lucrative ideas into action?
• Is your organization continually reinventing customer relationships?
• Are you adapting to market changes as fast as your competitors?
Go to www.ibm.com/SaaS for more information. Tap Into it.
Utilize cloud services delivered from IBM Cloud.
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Next Steps
• Meet me in the Social Café to continue the conversation
• Find more information about Smarter Commerce at https://ibm.biz/smartercommerce
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