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Enrich your Customer Experience by socialising it using IBM Connec9ons
PatrickHeinzelmann,HarbourLightLtd.HeikoVoigt,HarbourLightLtd.
Aboutus...
IBM/MSSkillsSales&Dev.Europe
AdobeAEM/IBMSkills,SalesNorthAmerica
AdobeAEMSkillsDev.&SalesEurope
AJointVenturetobuildintegra3onproductsbetweenAdobeDigitalExperienceSolu3onsand3rdPartySo>waresolu3onsfromIBMandMicroso>.
Agenda
WhatisaSocialCustomerPortal?(1)• IntegralPartofaWebsiteorCommerceSite• Extendsthevalueofyourwebsitebyaddingpersonalizedcontent• IntegratesinteracLoncomponentsbetweencustomersandyour
organizaLon• Seamlesslyembeddedintoyourwebdesignandlayout• EasyaccessforcustomersorpotenLalbuyersbysimplelogin/
registraLonprocesses• Usecases:
• Support• PostSalesProcesses(Invoices,Q&A,OrderManagement)• CommunityBuilding• Pre-Sales!
WhatisaSocialCustomerPortal?(2)CustomerWebsite
CustomerPortal
CommerceSite(s)
SocialElements
Profiles
Forums
Blogs
Files
CommuniLes
Wikis
ProductrelatedUser
related
AcLvityStreams
Intranet
Weonlyneedindvidual
componentsfromthe
SocialElementslist.
Wearrangeandpos
i3on
themusingthewebcontent
managementsystem.Social
Componentscanbecreatedby
endusersandcontentauthors.
ANALYTICS
TheSocialCustomerPortal–SomeBuildingBlocks
CustomerPortal
CommerceSite(s)
Profiles
Intranet
Profiles:• FedbyallthreemainenLLesoftheportal• ContainsPersonalDataforallusers• ContainsSaleshistoryandthingslikedeliveryopLonsfromCommerceSites• ContainsSocialProfile• BaseelementforCommunityBuilding!• Shouldcontainintranetusersoratleastallprocessrelevantintranetusersaswell
TheSocialCustomerPortal–SomeBuildingBlocks
CustomerPortal
CommerceSite(s)
Files
Intranet
PersonalFiles:• Invoices• Orders• Return/DeliveryHandling• Updates• LeZers• SupportFiles
Communi3es:• PresentaLons• SupportFiles• Handbooks/DocumentaLon• Colletral• 3DPrinLngTemplates• Pictures• Videos
TheSocialCustomerPortal–SomeBuildingBlocks
CustomerPortal
CommerceSite(s)
CommuniLes
Intranet
UserCommuniLesProductCommuniLes
• BrandBuilding• CommunityBuildung• Experience!• Support• Discussion(Users,Support)• MarkeLng• Sales• ProductManagement
• BrandBuilding• CommunityBuilding• Experience!• Up/Cross-Selling• Sales• MarkeLng
JointDevelopmentCommuniLes
• Productrelated• CustomerLoyalty• TechSales• Engineering• Development• Sales• GuestAccess
TheSocialCustomerPortal–SomeBuildingBlocks
CustomerPortal
CommerceSite(s)
AcLvityStreams
Intranet
CommuniLesPersonal
• PersonalInteracLon• Likes,MenLonsonpersonallevel• Personal&CommunityContent
• TargetedtoAudience• Allrelevantnewsinacommunity• Maybemoderated
TheSocialCustomerPortal–SomeBuildingBlocks
CustomerPortal
CommerceSite(s)
AnalyLcs
Intranet
360°viewon:• Whataremycustomerstalkingabout?
• Whatdotheyaskfor?• Whatelsedotheyneed?• Whoaretheytalkingto?
• WhataretrendingtopicsinSupportandProductCommuniLes?• HowistheBrandLoyaltyformyproducts/company?• WhereiscommunicaLonlacking(inandout)?
Demo-NamingthePlayers...
CustomerWebsite
CustomerPortal
CommerceSite(s)
SocialElements
Intranet
ANALYTICS
WebContentManagementSystemAdobeExperience
Manager
AdobeExperience
Manager
IBMWebSphere
Commerce
AdobeExperience
Manager
AdobeExperience
Manager
IBMConnecLons
&Domino
IBMCognos&Tealeaf
IBMSecurity
OurTechnicalDemoEnvironment
AdobeExperienceManager
Conten
t
Conten
t
Content
OAuth2SAML2.0LTPA
ExternalUserRepository
IMPRISISSTS
ID Token
3rdPartySystems(IBMWebSphereCommerce,IBMConnecLons,IBM
Domino)
InternalIDP
InternalUserRepository
WebUser
Register/Authen3cate
IDP,IBMFIM
Valida3on
WebServices/REST
Demo–Whatyouwill/should/mightsee...
Login
PersonalDashboard
ForumQuesLon
ProductCommunity
Forum
ForumResponse
Customer InternalUsers
FilesLinktofiles
Like,Recommend
Thethingstotakehome...• ASocialCustomerPortaldeliversahugedifferenciator
betweenyouandyourcompeLtorregardingcustomercommunicaLonsandcustomersaLsfacLon.
• ASocialCustomerPortalwithBrandLoyaltyProgramsandCommunityBuidlinggivesyouinsightintoyourcustomersdemandsbeforetheyactuallytellyouverbally.
• ASocialCustomerPortalcanbebuiltfromstandardso`warecomponentsgivingyouaquickLmetomarketandaquickROI
• Andlastbutnotleast–yes,IBMConnecLonscanlookpreZyaswell!
Thankyou!
Contact:HeikoVoigt:
twiZer:@SITGmbH
PatrickHeinzelmann:
twiZer:@pheinzelmann
twiZer:@imprisis
hZp://www.sit.de
hZp://www.antegma.de
hZp://www.harbour-light.com
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GOLDSPONSORS
SILVERSPONSORS
BRONZESPONSORS
