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Making moments matter while improving the bottom line. WHAT’S HAPPENING IN THE MARKETPLACE? The rules of engagement have changed. of vendor relationships will be automated 1 85% B y 2 0 2 0 It’s not B2B or B2C anymore. It’s Business to Individual. It’s about continual engagement with your customers, partners and suppliers. A BUYER’S MIND IS ABOUT 70% MADE UP BEFORE THEY CALL YOU 2 of smartphone users check an app as soon as they wake up in the morning 3 84 % would trade their personal information for a personalized offer 4 5-minute response time from companies 6 ON SOCIAL MEDIA, USERS EXPECT A of consumers are more likely to do business with brands that allow them to control where, when and how they interact 5 WHAT HAVE WE DONE ABOUT IT? IBM Customer Engagement Solutions: transactions analyzed each year for our Holiday Benchmark Reports organizations trust IBM ExperienceOne for improved marketing revenue and results INFLUENTIAL CMO S TRUST IBM 65 % of the most 27,000 ORGANIZATIONS IBM Partner & Supplier Engagement Solutions: THE RESULT? NEARLY 15x ROI $1 = $14.79 8 Smarter Commerce The statistics add up to a bigger story. IBM Smarter Commerce provides the solutions and expertise to turn today’s trends into real results your business requires. 1. Gartner Customer 360 Summit, 2011 2. “The Disappearing Sales Process,” Forbes, 2013 3. SOASTA® Inc., 2013 4. “Greater expectations,” IBM Institute for Business Value, 2014 5. “Winning over the empowered consumer,” IBM Institute for Business Value, 2012 6. “Greater expectations,” IBM Institute for Business Value, 2014 7. Ad Age DataCenter Agency Report, 2014 8. Nucleus Research, 2014 ibm.com/smartercommerce IBM EMPTORIS average savings using Become essential to your customers, partners and suppliers. Anticipate their needs, exceed their expectations, build more profitable relationships. the EMPOWERED INDIVIDUAL THEY WANT THEY HAVE More value More personalization More convenience More relevance More options More control More information More power CELCOM: 7 0 increase in marketing results thanks to personalized offers PERFORMANCE BIKE: 2 0 increase in customer conversions MILLION DOCUMENTS CROSSING OUR cloud-based B2B network daily LENOVO: 8 5 shorter onboarding times L’OREAL: rely on IBM solutions to engage and collaborate with partners and suppliers 5 . 5 9 0 compliance achieved and boosted net savings IBM helps clients succeed through all steps of the commerce cycle—procurement, sales and marketing, and service after the sale—with... IBM Partner & Supplier Engagement Solutions: IBM Interactive Experience 100 M invested NEW EMPLOYEES 10 LABS NEW WORLD’S #1 LARGEST AGENCY 7 1,000
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Page 1: Making moments matter while improving the bottom line

Making moments mat ter whi le improving the bot tom l ine.

WHAT’S HAPPENING IN THE MARKETPLACE?The rules of engagement have changed.

of vendor relationships will be automated 1

85%

By 2020

It’s not B2B or B2C anymore. It’s Business to Individual. It’s about continual engagement with your customers, partners and suppliers.

A BUYER’S MIND IS ABOUT 70% MADE UP

BEFORE THEY CALL YOU 2

of smartphone users check an app

as soon as they wake up in the morning3

84%

would trade their personal information for a personalized offer 4

5-minute response time from companies 6O N S O C I A L M E D I A , U S E R S E X P E C T A

of consumers are more likely to do business with brands that allow them to control where, when and how they interact 5

WHAT HAVE WE DONE ABOUT IT?

IBM Customer Engagement Solutions:

transactions analyzed each year for our Holiday

Benchmark Reports

o rg a n i z a t i o n s t r u s t I B M E x p e r i e n c e O n e

fo r i m p rove d m a r ket i n g reve n u e a n d re s u l t s

INFLUENTIAL CMOS TRUST IBM

65% of the most

27,000 ORGANIZATIONS

IBM Par tner & Supplier Engagement Solutions:

THE RESULT?

NEARLY 15x ROI$1 = $14.798

Smarter Commerce The statistics add up to a

bigger stor y. IBM Smar ter

Commerce provides the

solutions and exper tise to

turn today’s trends into

real results your business

requires.

1. Gartner Customer 360 Summit, 20112. “The Disappearing Sales Process,” Forbes, 2013

3. SOASTA® Inc., 20134. “Greater expectations,” IBM Institute for Business Value, 2014

5. “Winning over the empowered consumer,” IBM Institute for Business Value, 20126. “Greater expectations,” IBM Institute for Business Value, 2014

7. Ad Age DataCenter Agency Report, 2014 8. Nucleus Research, 2014

ibm.com/smar tercommerce

IBM EMPTORISaverage savings using

Become essential to your customers, par tners and suppliers. Anticipate their needs,

exceed their expectations, build more profitable relationships.

the

EMPOWERED INDIVIDUAL

THEY WANTTHEY HAVEMore value

More personalizationMore convenience

More relevance

More optionsMore control

More informationMore power

CELCOM:

70 i n c r ease i n ma rke t i ng r e su l t s t hanks t o pe r sona l i z ed o f f e r s

PERFORMANCE BIKE:

20 i n c r ease i n cus t ome r conve r s i ons

MILLION DOCUMENTS C R O S S I N G O U R

c l o u d - b a s e d B 2 Bn et wo r k d a i l y

LENOVO:

85 sho r t e r onboa rd i ng t imes

L’OREAL:

re l y o n I B M s o l u t i o n s to e n g a g e

a n d c o l l a b o r a te w i t h p a r t n e r s a n d

s u p p l i e r s

5.5

90 comp l i ance ach i eved and boos ted ne t sav i ngs

IBM helps clients succeed through all steps of the commerce cycle—procurement, sa les and marketing, and ser vice af terthe sale—with.. .

IBM Par tner & Supplier Engagement Solutions:

IBM Interactive Experience

100Minvested

NEW EMPLOYEES 10 LABSNEW

WORLD’S #1 LARGEST AGENCY 7

1,000