© 2013 IBM Corporation
Mobile and social are reshaping business
34%of smartphone
users have scanned a QR Code, 27%
have read online reviews
84%of US adults who have conducted a
transaction online or through a mobile
device report experiencing a
problem
50%increase in
online sales via mobile devices
over 2011
55%of smartphone users compare prices in stores
63% of online adults are less likely to buy via
other channels if they experienced a problem on their mobile phones
92%of consumers say they trust earned
media, such as word-of-mouth and recommendations
2Sources: IBM, Forrester, Tealeaf and Emphathica Reports
© 2013 IBM Corporation
Customer expectations are soaring
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you to know them as an individual
a seamless and integrated experience
a flawless post-purchase experience
relevant, timely promotions
simple, yet feature-rich self-service capabilities
They want:
© 2013 IBM Corporation
Every interaction is important
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Engagement
Interacting
Awareness
Transacting
Involvement
Usage
Advocacy
© 2013 IBM Corporation
Leaders are taking an integrated approach to commerce
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Anticipates and deliver across mobile and social
Optimizes procurement based on demand
Applies deep insights to take action in real time
Extends core systems tosynchronize your value chain
Puts the customer atthe center of your commerce processes
© 2013 IBM Corporation
Delivering superior customer engagement every time, in every context
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prepared for the unpredictable
A supply chain Marketing targeted to every customer
personally
what customers want before they do
Service that knows Selling that’s there for your customers,wherever they are
© 2013 IBM Corporation
Smarter Commerce satisfies customers at the speed of life
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BuyAdaptive
procurement and optimized supply chain
MarketTargeted and personalized
marketing across all channels
ServiceAnticipate
behavior and deliver flawless
customer service
Sell Seamless
cross-channel customer
experience
© 2013 IBM Corporation
Smarter Commerce Services
IBM’s integrated portfolio for Smarter Commerce
Core Business Solutions and Processes
Business Analytics
IBM SmartCloud Solutions, Computing and Infrastructure
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Buy Market Sell Service
Adaptive procurement and optimized supply
chain
Targeted and personalized
marketing across channels
Seamless cross-channel
customer experience
Anticipate behavior and deliver flawless
customer service
© 2013 IBM Corporation
We have invested in leading capabilities to transform your business
Buy
LEADER in procurement
LEADER in customer experience management
Market • Sell • Service
Market • Sell
LEADER in merchandising
Market
LEADER in campaign management
Market
LEADER in digital marketing
Buy • Sell
LEADER in B2B and Order Management
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© 2013 IBM Corporation
IBM’s integrated portfolio for Smarter Commerce
Buy Market Sell Service
Core Business Solutions and Processes
Smarter Commerce Services
IBM SmartCloud Solutions, Computing and InfrastructureBusiness Analytics
Strategy | IBM Interactive | Systems Integration | Smarter Analytics | Managed Services | Application Management
Supplier Integration & Collaboration
Supply Chain Management Accounts Payable Source to Contract Supplier Management Risk
and Compliance
Customer Experience Management
Cross-channel Marketing Optimization
Price, Promotion & Product Mix Optimization
Marketing Performance Optimization
Digital Marketing Optimization
Customer Analytics Marketing Performance
Analytics
Cross-channel Selling Order Management &
Fulfillment Customer Integration &
Collaboration Store Solutions Payments & Settlements
Delivery, Service, & Support
Customer Self-Service Case Management Watson Engagement
Advisor
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© 2013 IBM Corporation
But seizing new opportunity depends upon addressing a diverse set of business needs
Smarter Commerce Services: Innovate and align new business models to drive new sources of customer value
Buy: Adaptive procurement and optimized supply chain
Market: Targeted and personalized marketing across all channels
Sell: Seamless cross-channel customer experience
Service: Anticipates behavior and deliver flawless customer service
Business Analytics: Improves customer experiences by embedding actionable insights into operational processes
IBM SmartCloud Solutions, Computing and Infrastructure: Delivers IT infrastructure through the cloud, unlocks the power of Big Data, and safeguards the security of critical information.
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© 2013 IBM Corporation
Smarter Commerce Buy
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Adaptive procurement and optimized supply chain
IBM core process capabilities:
Supplier Integration and ManagementSupply Chain ManagementAccounts PayableSource to ContractSupplier Management Risk and Compliance
Smarter Commerce Buy enables adaptive procurement and optimizes supply chain to reduce costs, mitigate risk and drive efficiencies for the enterprise.
© 2013 IBM Corporation
“BUY” processes and capabilities
Buy Supplier Integration and
Management Supply Chain Management Accounts Payable Source to Contract Supplier Management Risk and
Compliance
Strategic supply chain management
Supplier B2B integration
Supplier collaboration
Supplier performance analytics and compliance
Supply chain visibility
Inventory management and optimization
Automated accounts payable
Warehouse management
Transportation management
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© 2013 IBM Corporation
Smarter Commerce Market
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Personalized and targeted marketing across channels
Smarter Commerce Market enables you to have deep awareness with a 360- degree insight about your customers, and drive targeted marketing programs that improve conversions and ROI.
IBM core process capabilities:
Cross-channel Marketing OptimizationCustomer Experience ManagementDigital Marketing OptimizationMarketing Performance OptimizationPrice, Promotion and Product Mix OptimizationCustomer AnalyticsMarketing Performance Analytics
© 2013 IBM Corporation
“Market” processes and capabilities
Market Cross-Channel Marketing
Optimization Customer Experience Management Digital Marketing Optimization Marketing Performance
Optimization Price, Promotion and Product Mix
Optimization Customer Analytics Marketing Performance Analytics
Identify opportunities and predict marketing outcomes
Decide on the best message or offer to extend, in any channel
Deliver messages and retain a memory of interactions
Determine optimum pricing, facilitate cross channel planning, design, execution and measurement
Advanced analytics to continually improve marketing
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© 2013 IBM Corporation
Smarter Commerce Sell
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Seamless cross-channel customer experience
Smarter Commerce Sell delivers seamless cross-channel customer experience and ensures flexibility to enable secure, reliable delivery and real-time insight for next generation commerce.
IBM core process capabilities:
Cross-Channel SellingOrder Management and FulfillmentCustomer Integration and CollaborationStore SolutionsPayments and Settlements
© 2013 IBM Corporation
“SELL” processes and capabilities
Sell Cross-channel Selling Order Management and
Fulfillment Customer Integration and
Collaboration Store Solutions Payments and Settlements
Provide customers and partners with a seamless end-to-end cross-channel multi-tier and highly personalized buying experience
Support any level of complexity and sales model
Orchestrate orders across extended value chains
Advanced analytics to continually improve sales operations
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© 2013 IBM Corporation
Smarter Commerce Service
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Anticipate behavior and deliver flawless customer service
Smarter Commerce Service provides relevant, value-added services that nurture customer relationships to improve revenue and customer loyalty while reducing care costs.
IBM core process capabilities:
Delivery, Service and SupportCustomer Self ServiceCase Management Watson Engagement Advisor
© 2013 IBM Corporation
“Service” processes and capabilities
Service Delivery, Service, & Support Customer Self-Service Case Management
Deliver product or services via preferred channel Offering carefully targeted, value added services
during support interactions Provide support/service personnel and
customers with current, accurate and complete information regarding products, services, promotions, policies and procedures
Facilitate first call resolution Advanced analytics to continually improve
delivery, service and support efficiently
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© 2013 IBM Corporation
Business Analytics
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Improve customer experiences by embedding actionable insights into operational processes
IBM Business Analytics help you understand the key “moments of truth” that can have dramatic impact on your business and customer experience.
IBM core analytics capabilities:
Customer Analytics Operational Analytics Threat and Fraud Analytics Spend Analytics Web Analytics Social Media Analytics Marketing Performance Analytics
© 2013 IBM Corporation
IBM SmartCloud Solutions, Computing and Infrastructure
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Deliver agility, integration and automation to drive relevant business outcomes
IBM SmartCloud Solutions, Computing and Infrastructure offer acceleration, flexibility and choice as needed to transform business processes.
IBM core capabilities:
IBM SmartCloud SolutionsIBM Smarter ComputingIntegration and MiddlewareBig DataInformation Management