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
