Smarter Commerce Overview and Positioning Željka Kovačec

Smarter Commerce Overview
and Positioning
Željka Kovačec Jakovac, Smarter
Commerce Marketing Leader,
CEE
Today’s “empowered customer” puts businesses
to the test
86%
78%
use multiple
channels
of consumers
trust peer
recommendations
61%
trust friends’
reviews more
than experts’
Smart phone
users search for
an item in a store
75%
44%
do not
believe
companies
tell the truth
in ads
of companies
use crowd
sourcing from
customers
58%
are more priceconscious today
than they were a
year ago
2
4 in 10
4-5x
80% 8%
of CEOs think of their
they deliver a customers
agree
superior
customer
experience
more than
average is
spent by multichannel buyers
Customer expectations are soaring
They want:
you to know them as an individual
simple, yet feature-rich self-service
capabilities
a seamless and integrated experience
relevant, timely promotions
a flawless post-purchase experience
3
Every interaction is important
Advocacy
Awareness
Engagement
Involvement
Transacting
Interacting
Usage
4
Leading companies are taking an
integrated approach to commerce
Puts the
customer at
the center
of your
commerce
processes
5
Anticipates
and deliver
across mobile
and social
Applies deep
insights to
take action
in real time
Optimizes
procurement
based on
demand
Extends core
systems to
synchronize
your value chain
Delivering superior customer engagement
every time, in every context
A supply chain
prepared
for the unpredictable
Service that knows
what customers want
before they do
6
Marketing targeted to
every customer
personally
Selling that’s there for
your customers,
wherever they are
Smarter Commerce satisfies customers at the
speed of life
7
Buy
Market
Adaptive
procurement
and optimized
supply chain
Targeted and
personalized
marketing
across all
channels
Service
Sell
Anticipate
behavior and
deliver flawless
customer
service
Seamless
cross-channel
customer
experience
Smarter Commerce synchronizes the
value chain
Visibility and order status
adapt procurement
and logistics
Insight from all channels
through analytics
improves loyalty
8
All customer
interactions
are a market opportunity
Promotions, guided selling
and precision marketing
drive sales
Smarter Commerce puts mobile and social
everywhere
Buy
Market
Service
Empowering
Reinventing
employees and partners
the way companies
interact with customers
•
•
•
•
•
•
•
•
•
Social sentiment analysis
Inventory visibility
Mobile platform analysis
Clienteling, customer
personalization
• Purchase decision support
9
Sell
Insight driven promotions
Location based services
Social sharing
Endless aisle
Mobile shopping services
And leverages Cloud and SaaS Solutions to
deliver exceptional customer experiences
Buy
Market
Sell
14,000
300,000+
pre-connected
transportation carriers
global trading entities
connected
B2B Cloud Services
expanding into
6+ million
trade deals negotiated
by 1,500 companies
Service
Over
34 countries 180 million
5.5 million
TMS transactions annually
transactions exchanged
through B2B cloud daily
>60,000 users
of digital marketing optimization sending
60 million emails each month
SaaS applications
23,000
brands supported by digital
marketing optimization
Nearly
$4 billion
In freight spend managed annually
10
45+
IBM’s integrated portfolio for Smarter Commerce
Smarter Commerce Services
Core Business Solutions and Processes
BUY
MARKET
SELL
SERVICE
Adaptive
procurement and
optimized supply
chain
Targeted and
personalized
marketing across
all channels
Seamless
cross-channel
customer
experience
Anticipate
behavior and
deliver flawless
customer service
Business Analytics
IBM SmartCloud Solutions, Computing and Infrastructure
11
Smarter Commerce delivers results
Places the chief
executive customer at
the center
Personalizes
marketing
Reduces costs and drives
efficiencies
12
Maximizes
the moment
Embraces social
and mobile
Synchronizes the
entire value chain
Delivers seamless
experiences
The proof: industry analysts named IBM the
leader
13
Ecommerce
Seven major analyst
solutions and
reports on
commerce consulting marketing solutions
Social Analytics and
Intelligence
Strategic sourcing and
procurement services
Market Star
Performer for
procurement
outsourcing
Enterprise social
software and
horizontal portals
Global Digital
Marketing Agencies
Mobile
collaboration
software
Market validation and leadership
IBM Emptoris: Leader
Gartner Magic Quadrant: Telecom Expense
Management, Q2 2012
IBM: Leader
Forrester Wave™: Sourcing and Vendor
Management, Q1 2013
IBM Leader:
Gartner Magic Quadrant, SOA & Application
Integration Tri, Q2 2012
IBM Unica: Leader
Gartner Magic Quadrant: Integrated Marketing Mgmt, Q4 2012
IBM Unica: Leader
Gartner Magic Quadrant: Multi-Channel Campaign Mgmt, Q2 2012
IBM Unica: Leader
Gartner Magic Quadrant: Marketing Resource Mgmt, Q1 2013
IBM Unica: Leader
The Forrester Wave: Cross-Channel Campaign Mgmt, Q1 2012
IBM: Leader
Gartner Magic Quadrant, Digital Marketing Agencies,,Q4 2012
IBM: Leader
Gartner Magic Quadrant: Worldwide
Customer Management Contact Center
BPO, Q4 2012
IBM Leader:
Gartner Magic Quadrant, Interaction Marketing Services, Q2 2012
IBM Leader:
Gartner Magic Quadrant, CRM Lead Management, Q2 2012
IBM Leader:
Gartner Magic Quadrant: Electronic
Content Management, Q4 2012
IBM: Leader
The Forrester Wave: Customer Analytics, Q4 2012
IBM: Leader
Magic Quadrant: Business Intelligence Platforms,
Q1 2012
IBM SPSS: Leader
Hypatia's Galaxy for Social Analytics and
Intelligence, 2012
14
IBM: Leader
Gartner Magic Quadrant: E-Commerce, Q2 2013
IBM: Leader
The Forrester Wave™: B2B eCommerce Suites, Q3 2012
IBM: Leader
Forrester Wave™: Global Commerce Service Providers, Q3
2012
Fully engaged customers
SPEND AND RECOMMEND
3x
2x
MORE
MORE
4.6%
1%
=
Customer
satisfaction
15
Sources: AMA, Gallup Business Journal
Marketplace
value gain
Target industries and target audience
Priority 1: Retail, Consumer Products, Consumer Electronics, Banking and
Communications
Priority 2: Insurance, Automotive, Healthcare, Media
Target audience
CXOs and CMOs who want to deliver a consistent and relevant brand and customer
buying experience across all channels
VP of e-Commerce seeking an optimized order fulfillment process across multiple
channels providing a single view of demand and supply
VP of Marketing Communications, Brand, Direct Marketing, Online/Interactive
Marketing to improve their understanding of their customers, improve marketing
performance and reduce costs of marketing operations
VP of Supply Chain seeking to orchestrate and optimize complex fulfillment
processes across customers, suppliers and Business Partners
CIO, CTO seeking to automate the “buy-sell-ship-pay” processes
Extralux eliminates rush deliveries and increased shipping
costs for its customers with WS Commerce
Improving client sattisfaction by
storing supplies at client location
to avoid late deliveries and
increased shipping costs.
With WS Commerce company is
able to track inventory levels at
sites, alarm shortages and charge
customers only for the supplies
that they are using.
Mercator improves online-shopping experience and
enhance its ability to monitor demands and trends
With WS Commerce Mercator established a new online store that expanded its
online product selection and enhanced its customers’ shopping experience
and generated greater online sales revenue.
In addition, Mercator gained:
- Greater insight into customer preferences and habits
- The ability to efficiently and rapidly inform customers about special offers
- Greater stock visibility
Faster onboarding of customers accelerates
revenue growth with Sterling B2B Integrator
IBM Enterprise Marketing Management Software –
building footprint in CEE
UNICA clients:
Orange Slovensko – SK
Orange Poland – PL
Telefonica - CZ
Petrol – Slovenia
Urabsib bank – R/CIS
Tatrabanka – SK
BCR Bank – RO
Canal + - PL
Telewizja Kablowa VECTRA PL
TEALEAF clients:
COREMETRICS clients:
Cupid – UKRAINE
Hermitage – R/CIS
GE Money – CZ
Weltbilt Media – PL
Techno Park – R/CIS
Cloudware Polska – PL
Megafon – R/CIS
Fast White Cat – PL
Play - PL