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C2BCustomer to BusinessThe Future of Commerce
© 2015 IBM
2 © 2015 IBM
What has changed in theWorld of Commerce
Customers expect you to understand them and for each experience to make them happy, really happy.
Speed of business leaves no room for error in value chains.
New entrants embracing a C2B paradigm are disrupting business at every turn.
3 © 2015 IBM
of companies say they have or are close to having a holistic view of their customers
of consumers say their favorite retailer understands them
Source: The Consumer Conversation – eConsultancy Report
4 Source: The Consumer Conversation – eConsultancy Report
…WHAT CUSTOMERS SAY
of brands are satisfied with their ability to resolve conflicts with customers
of consumers who had a significant customer service issue in the last twelve months say that the company resolved their conflict "very effectively."
WHAT BRANDS THINK…
Satisfaction gap exists as well …
© 2015 IBM
5 © 2015 IBM
By 2018, organizations who offer personalization will outsell companies who don’t by more than 30%
VoC initiatives that don't share data across the enterprise will compromise customer satisfaction and loyalty measures by 30%.
94% of Procurement Execs in leading organizations are in tune with the voice of the company’s end customer
Customer-to-Business paradigm sets a higher bar
Source: Gartner Research, IBM IBV Study
6 © 2015 IBM
Deliver personalized content in context to drive customer engagement
Collaborate and engage with partners and suppliers with speed and flexibility
Deliver secure, intelligent and authentic interactions
6
7
Winning needs an integrated approach
© 2015 IBM
Sources: Internet Retailer Top 500, IBM and Nucleus Research Provided for illustrative purposes and is not intended to be a guarantee of future growth rates or market opportunity.
350,000+ Global trading entities connected
91 billionBehavioral interactionsIn the last 12 months
110 million Messages a day are transferred via IBM Payments
11% savings Companies report an average with IBM Procurement solutions
$100 billion Commerce transactions analyzed Holiday Benchmark Reports
$65 billionSales in the Internet Retailer Top 500 powered by WebSphere Commerce
IBM Commerce delivers nearly 15x ROI for every dollar spent
8 © 2015 IBM
Marketing
© 2015 IBM9
Digital Marketing
Lead Management
CustomerExperienceAnalytics
JourneyDesign
Omni-ChannelMarketing
Real-TimePersonalization
IBM Marketing Cloud IBM Marketing Software
10 © 2015 IBM
BanorteBanorte is using IBM Marketing and Customer Analytics Solutions to deliver personalized content in context across all channels to drive customer engagement.
40%
20%
Improvement in operating efficiencies
Return on equity 200
M
USD expected bottom line benefit in the first 24 months
eCommerce and Merchandising
11 © 2015 IBM
B2CCommerce
B2BCommerce
Omni-ChannelMerchandising
Cloud and Software Solutions
12 © 2015 IBM
hhgregghhgregg uses IBM eCommerce to capture sales in real-time to deliver a consistent experience across all channels.
Of traffic from mobile devices
Enables mobile and desktop customers to execute product purchases
25% Seamless
© 2015 IBM
Customer Analytics
13
Digital Analytics
SocialAnalytics
PredictiveAnalytics
CustomerExperienceAnalytics
CustomerService
Optimization
Cloud and Software Solutions
Octagon InsuranceOctagon, an early-stage European insurance company used IBM Marketing Solutions to enable the online marketing team to review replays of specific user sessions and quickly uncover why customers were dropping out of the online application process.
22%
40%
increase in conversion rates
reduction in validation errors 330%
Overall ROI
Procurement
15
EnterpriseContract
Management
Cloud and Software Solutions
EnterpriseSource to Pay
© 2015 IBM
16 © 2015 IBM
Anheuser-Busch InBevAnheuser-Busch InBev is using IBM Procurement solutions to drive the value of an extensive supplier base, ensure compliance and mitigate risks.
eAuctions over 6 years to purchase materials, products and realizing the best available value100k Countries to manage a
streamlined and automated contract lifecycle process25
B2B Integration
17
B2BIntegration
ManagedFile
Transfer
Cloud and Software Solutions
© 2015 IBM
18 © 2015 IBM
Irish Dairy Board
Improved speed 90
Irish Dairy Board is using IBM B2B Integration solutions to ensure timely and accurate information is flowing through a centralized supply chain.
Countries receiving goods on time, requiring visibility across the supply chain with real-time tracking and reporting
Of onboarding suppliers and customers faster – reducing the onboarding process from days to hours
Payments
19
CommercialPayments
Cloud and Software Solutions
Retail Payments
© 2015 IBM
ScotiabankScotiabank uses IBM Business Consulting Services and IBM Payments Management to implement an integrated-payments-service system that supports ongoing growth.
350 %
Increasein online-report volumes
© 2015 IBM20
75 %Reduction in new customer setup time
21 © 2015 IBM
Why choose IBM Commerce?
TH
OU
GH
TF
UL
, PR
ED
ICT
IVE
, CO
GN
ITIV
E
Design & Analytics Integration
CO
LL
AB
OR
AT
IVE
AN
D S
EC
UR
E
PR
OV
EN
PA
RT
NE
R F
OR
SU
CC
ES
S
Industry Expertise
Join the conversationBlog, YouTube, Twitter, LinkedIn and Facebook
The Future of Commerce is Now
22
23
Additional Slides
Our Ecosystem: 1,738+Digital Agencies & Mktg Svc Providers
Complementary Solutions & ISVs
Systems Integrators
Resellers & SaaS Providers
eCOMMERCE MARKETING
PROCUREMENT B2B INTEGRATION
CUSTOMER ANALYTICS3 of 9
Leadership
6 of 9Strong Performer
6 of 7Leadership
1 of 2Leadership
3 of 3Leadership
2 of 2Leadership
Analysts perspective
1 of 7Strong Performer
© 2015 IBM25
Winning in Commerce takes an integrated approach
Partner and SupplierEngagement
CustomerEngagement
© 2015 IBM26
Key capabilities for customer engagement
Convert and Retain Digital Customerswith digital marketing
Ignite and Grow Customer Relationshipswith omni-channel marketing
Deliver Personal Experiences with mobile customer engagement
Curate Personal Interactionswith real-time personalization
Understand Your Customerswith customer experience analytics
Serve and delight customerswith Watson Engagement Advisor?
Sell and Fulfil Products, Services, Configurable Bundles with B2B Commerce
Deliver Seamless and Personalized Omni-Channel Sellingwith B2C Commerce
Maximize Sales Profits and Shopper Loyaltywith omni-channel merchandising
Customer Analytics Marketing eCommerce & Merchandising
Analyze social media trendswith social media analytics
Capture, qualify and nurture leads with lead management
Predict customer desires with predictive analytics
© 2015 IBM27
Key capabilities for partner & supplier engagement
Effective cost management, supplier insight and risk mitigation with Enterprise Source to Contract
Quickly, securely, and reliably exchange files and data with Managed File Transfer
Structure more profitable contracts and improve compliancewith Enterprise Contract Management
Enable seamless and secure integration with
B2B Integration
Orchestrate transactions for real-time processing with Commercial and Retail Payments Management
Procurement PaymentsIntegration
© 2015 IBM28
IBM Commerce Clients Realizing Results
Marketing: Banorte, Celcom, Humana, ING Bank, Luxottica, OCBC Bank, Orvis, Sephora, Telefonica Vivo
31 © 2015 IBM
BanorteBanorte is using IBM Marketing and Customer Analytics Solutions to deliver personalized content in context across all channels to drive customer engagement.
40% 20%Improvement in operating efficiencies
Return on equity 200
M
USD expected bottom line benefit in the first 24 months
32 © 2015 IBM
CelcomCelcom is using IBM Marketing solutions to improve customer loyalty, increase revenue per customer and reduce churn through personalized campaigns and messaging.
80% 70%Reductionin campaign launch times
Improvement in campaign performance 98%
Engagementrating among customer-facing employees
HumanaHumana is using IBM Marketing solutions to engage their members with personalized, meaningful, timely and relevant communications.
180%
Increase in email open rates 12M
Members provided with relevant communications
© 2015 IBM33
ING Bank
17
3xweek reduction in campaign cycle times
increase in customer responses 35%reduction in overall
marketing costs
© 2015 IBM34
Dutch bank ING has transformed its marketing effectiveness over five years through a focus on personalization and use of IBM Marketing Solutions to determine, prioritize, and deliver next-best actions to customers across multiple marketing channels.
35 © 2015 IBM
LuxotticaLuxottica is using IBM Marketing solutions to have an omni-channel view of its customers and their brand preferences and buying patterns, so they can create highly targeted, relevant campaigns.
4%Uplift in incremental revenue
Estimated increase in campaigning50%Reduction in
operating costs 500%
OCBC Bank
273% 45%increase in campaigns deployed
increased conversion rates 138
%
growth in hidden revenues
© 2015 IBM36
OCBC Bank is using IBM Marketing solutions to understand customer behavior and improve customer targeting and segmentation to increase cross-sell rates resulting in engaged customers across all channels.
OrvisOrvis uses IBM Marketing Solutions to employ powerful flowchart logic, segmented offers, offer assignment, and channel selection.
88% 2yrsreduction in digital andnon-digital campaignand reporting costs
record profitsafter solutionimplementation 40%
reduction in emailcosts versus prioroutsourced solution
© 2015 IBM37
38 © 2015 IBM
SephoraSephora is using IBM Marketing, Mobile Customer Engagement solution with digital reminders of in-store services such as free make-overs to VIP members to bring them in to their stores.
And location based offers with a mobile enhanced in store experiencePersonalize
d
39 © 2015 IBM
Telefonica | VivoTelefonica Vivo is using IBM Marketing to reach beyond demographics and target segments with the right offers realizing tremendous results.
30%Increase in revenue generated from direct marketing efforts
Increase in opt-in rate for customers who receive marketing messages5X
Increase in sales on days that campaigns are launched 70%
40 © 2015 IBM
Leading Beverage MakerA Leading Beverage Maker is using IBM Marketing solutions to analyze consumer behavioral data and create persona-level campaign messages that help drive brand loyalty.
2XIncrease in loyalty program membership
View of consumer trends, preferences and patterns360°
eCommerce and Merchandising: Beijing Wangfujing, Coop Danmark, Homebase, hhgregg, Klarna, Lindt, Marks & Spencer, Performance Bicycle, Office Brands
42 © 2015 IBM
Beijing Wangfujing Department StoreBeijing Wangfujing Department Store uses IBM eCommerce to create better product mix offers that leverages insight from customer sentiment.
90%Of time saved on outfit coordination used for cross-selling by eliminating manual work
Of products and inventory leading to improved merchandising 360°
43 © 2015 IBM
Coop DanmarkCoop Danmark uses IBM Omni-channel Merchandising solution to increase sales and profitability by identifying variations in customer preferences and adjust markdowns as needed.
10%Increase in gross margins by maximizing the effectiveness of local markdowns
HomebaseHomebase uses IBM eCommerce solutions to provide highly personalized shopping experiences that are designed to meet the needs of today's consumer.
Customers now shopping online
Increase in online traffic driving double digit sales growth40% 30%
© 2015 IBM44
45 © 2015 IBM
hhgregghhgregg uses IBM eCommerce to capture sales in real-time to deliver a consistent experience across all channels.
Of traffic from mobile devices
Enables mobile and desktop customers to execute product purchases25% Seamles
s
46 © 2015 IBM
KlarnaKlarna is using IBM eCommerce to deliver secure and intelligent interactions for their customers, to increase retailers’ sales by allowing online shoppers to see and touch products before paying for them.
Increase in Klarna's customers' conversion rates
Risks and costs associated with online transactions for retailers and consumersReduced20%
47 © 2015 IBM
LindtLindt is using IBM eCommerce solutions to enable direct relationships with consumers and offer highly personalized seasonal promotions to drive loyalty and revenues.
3XIncrease in mobile revenue
Increase in conversion rate on first Black Friday upon implementation2X
Increase in conversion rates 200
%
48 © 2015 IBM
Office BrandsOffice Brands is using IBM eCommerce and IBM Marketing to drive sales with a B2B2C platform for their members to deploy tailored offerings to their customers.
114%
Increase in conversion rates by deploying finely tailored sales strategies 20K
New products added overnight to more than 150 member stores
49 © 2015 IBM
Performance Bicycle Performance Bicycle is using IBM eCommerce and IBM Customer Analytics to drive customer engagement and sales.
300%
Increase in traffic to the Learning Center in its first four months online
Increase in conversion rates from the Learning Center compared to other referrers
20%
Customer Analytics: Dollar Bank, FreshDirect, Octagon Insurance
Dollar BankDollar Bank is using IBM Customer Analytics to provide a high level of service to their customers by having rapid resolution of sticking points in the customer journey.
25SReduction in average contact call center times 30%
Fewer call escalations, increasing customer satisfaction
© 2015 IBM51
52 © 2015 IBM
FreshDirectFreshDirect is using IBM Customer Analytics and IBM Marketing solutions to drive campaigns that are personalized with the best offers based on customer insights.
40%Lift in order rates with new customers 10X
Increase in transaction rates from cart abandonment communications
Octagon InsuranceOctagon, an early-stage European insurance company used IBM Marketing Solutions to enable the online marketing team to review replays of specific user sessions and quickly uncover why customers were dropping out of the online application process.
22%
40%
increase in conversion rates
reduction in validation errors 330%
Overall ROI
Procurement: ABInBev, Financial Services Provider
55 © 2015 IBM
Anheuser-Busch InBevAnheuser-Busch InBev is using IBM Procurement solutions to drive the value of an extensive supplier base, ensure compliance and mitigate risks.
eAuctions over 6 years to purchase materials, products and realizing the best available value100k Countries to manage a
streamlined and automated contract lifecycle process25
56 © 2015 IBM
Financial Services CompanyA Financial Services Company in Canada is using IBM Procurement solutions to ensure growth and profitability by maximizing volume discount opportunities and consolidating purchasing activity.
12%
Reduction in procurement spend expected through supplier consolidation
B2B Integration: Bonnie Plants, CEVA Logistics, Irish Dairy Board, Lenovo, Taishin Bank, Watts Water
58 © 2015 IBM
Bonnie PlantsBonnie Plants is using IBM B2B Integration solutions to collaborate and engage with partners and suppliers with real-time visibility into inventory, enabling them to anticipate needs of an individual store.
Of their business occurs in 3 monthsfrom March to May
USD realized growth by reducing costs and increasing reliability of their B2B operations10-20M 70%
59 © 2015 IBM
CEVA LogisticsCEVA Logistics is using IBM B2B Integration to orchestrate an extensive network of clients, suppliers and logistics partners flawlessly.
90%Increase in speed to add additional EDI capacity 40%
Estimated reduction in time to market to bring new clients on board
60 © 2015 IBM
Irish Dairy Board
Improved speed 90
Irish Dairy Board is using IBM B2B Integration solutions to ensure timely and accurate information is flowing through a centralized supply chain.
Countries receiving goods on time, requiring visibility across the supply chain with real-time tracking and reporting
Of onboarding suppliers and customers faster – reducing the onboarding process from days to hours
61 © 2015 IBM
LenovoLenovo is using IBM B2B Integration solutions to deliver authentic interactions with their global supply chain partners.
1M USD reduction in yearly costs
Reduction in cycle time to onboard a new partner2X
Speed to integrate new partners quickly to meet demand 85%
62 © 2015 IBM
Taishin International BankTaishin International Bank uses IBM B2B Integration solutions to deliver secure transactions and offer new services.
Productivity and improved customer relationshipsIncreased
63 © 2015 IBM
Watts Water Technologies Watts Water Technologies uses IBM B2B Integration solutions to share data with trading partners via EDI in the cloud.
7 Months to achieve ROI through substantially reducing operational expenditures
Availability for all EDI systems
Documents processed monthly 99%92k
Payments: JCC Payment Systems
JCC Payment SystemsJCC Payment Systems is using IBM Payments solutions to deliver SEPA transaction processing as a service to creditors and banks across Cyprus.
SEPA 250 K
Transaction processing to creditors and banks – enriching its service offering and driving growth
SEPA Direct Debits processed daily at peak times
© 2015 IBM65
ScotiabankScotiabank uses IBM Business Consulting Services and IBM Payments Management to implement an integrated-payments-service system that supports ongoing growth.
350 %
Increasein online-report volumes
© 2015 IBM66
75 %Reduction in new customer setup time