IBM WebSphere Customer Loyalty Offering Business Partner Person Business Partner

IBM WebSphere Customer Loyalty Offering

Business Partner PersonBusiness Partner

Agenda

IBM WebSphere Market MomentumIndustry and e-Business ChallengesCustomer PainsMedium Business Needs of the SolutionThe IBM WebSphere Pyramid for Medium BusinessesCustomer Loyalty Product SetCustomer ExampleWhy Choose IBM SolutionsServices Next StepsSummary

Seminar Objectives

By the end of today's seminar you will know how IBM's Customer Loyalty Product Set can help move your business forward:

ƒ overall trends for midmarket companies ƒ how the Customer Loyalty Product Set can help you link your

applications to make your company more productiveƒ overall trends for the SMB market ƒ features, functions, and benefits of Customer Loyaltyƒ and how we can perform an assessment of your business to determine

how the Customer Loyalty Product Set can work for you

2002 - Market Transforming Momentum

#1 Leading Indicators!Consideration +6 WebSphereAwareness 58%

"... Companies Plan to Standardize on WebSphere, 5-to-1 over WebLogic ..."

Salomon Smith Barney, 2001

Sustained Revenue Growth!12 Consecutive Quarters of

Double-digit WebSphere Revenue Growth

3Q 2001 +73% YtY4Q 2001 +43% YtY1Q 2002 +53% YtY

#1

#1

Market Share Leadership!

50%2001 YtY

IBM has #1 Share for Application Platform Suites9% points higher than the nearest competitor

Gartner Dataquest Research Brief, May 200234%

... "Successful vendors understand that SMBs don't make purchase decisions based only on price. SMBs have unique needs and concerns. Marketing and sales ... must emphasize the vendor's ability to deliver the functionality that SMBs require without overhauling the operations and support staff after the implementation."

Gartner, "Roadblocks to SMB IT Investment: It's Not All About Price", December 2001.

Analyst's Perspectives on SMB

States of e-business adoption - The road to dynamic e-business

Web Publishing & Extending Existing AppsWeb Publishing & Extending Existing Apps

e-business Transactions e-business Transactions

External IntegrationExternal Integration

Digital Digital

BusinessesBusinesses

Internal IntegrationInternal Integration

dynamic e-business

(dy' nam ic e biz' nis) n. 1. The adapting of business processes & IT systems

to support changing business strategies & tactics

2. A long term trend toward the creation of more automated & integrated business processes and compelling experiences

3. The use of open network standards to deploy dynamic applications

80%

5%

15%

Business Value Driven by Open StandardsBusiness Value Driven by Open Standards

.. . . a long-term trend toward the creation of . . a long-term trend toward the creation of more more automatedautomated andand integratedintegrated business business

processes. processes.

WEB SERVICES

Dynamice-business

Transform the way you conduct business

ADAPTDYNAMICALLY

VALUE

ACCESSACCESSPUBLISH

WEB

Get your information on the Web

TCP/IP HTML

TRANSACT INTEGRATEINTERNALLY

B2C

Integrate the Web with business systems

SSL JAVA

EAI

INTEGRATEEXTERNALLY

B2B

XMLStandards

Source : The McKenna Group, IBM Market Research

SMB Evolution of e-business

Mid-Market Key Trends

ƒ Most frequently cited impediments to e-business are: (Gartner)Lack of resources to implement - 55%Lack of resources to support - 43%Cost, hard to make business case - 41%

ƒ Mid-market companies are 'hitting the wall' due to complexity as they try to create their first business presence on the Web

ƒ Mid-market companies understand the value of being integrated externally - and are planning to move overtime

ƒ Services are frequently too expensive for smaller companies to affordƒ Maintenance typically requires costly skills training for personnel

Look to IBM for answers....

Mid-Market Business Challenges

Customer loyalty and revenue generationƒ Their customers are demanding e-business linksƒ Need to increase customer value through simple back-end integration

Economic climate limiting capital resourcesƒ Cost constraints - Desire to only pay for what they use todayƒ ROI is an imperative

Lack of resources to implement and supportƒ Need for simple packaged solutions to complex problems

Need solutions capable of growing with their business needs

"Most MSBs (mid-sized businesses) make an IT investment decision because they are forced or severely pressured to do so based on the threat of lost market share or need to integrate with larger enterprise customers." -- Gartner Group

e-Business Challenges

Economic downturn has slowed the pace of IT spendingƒ 8% in 2001ƒ 12% in 2000

Mid-Size businesses recognize the value of e-businessƒ 98% that have implemented e-business do not plan to cut these expenses (Gartner)

Customer facing applications and improvements in productivity, increase efficiency are the "hot areas" for midmarket companies

Rapid pace of technology change increases the pressure ƒ Need to lower risk at the same time that complexity of IT increases

Integration is critical ƒ Companies cannot afford to have "pockets of e-business" for long term survival

Customer Pains

Trying to differentiate themselves from competition with very limited IT resources at their disposal

Tendency to outsource critical IT applications because of limited skill sets in houseLooking to improve applications areas such as CRM, supply-chain management, security solutions and intranet/extranet applications

Trying to build customer loyalty while improving their overall experience for their customers, partners and employees

Need For Solutions

Mid-sized customers tend to be constrained by technologyƒ Need for an IT infrastructure that is flexible enough to absorb new technologiesƒ Ability to rapidly change the scope and functionality of its applications to support changes in the

business modelMid-sized customers businesses seem to be early in the e-business stage of adopting

ƒ More companies are looking to automate, integrate and transform business models, process and relationships

ƒ Looking to increase productivity, competitiveness and reduce costsMid-sized customers are typically looking for a total solution

ƒ Nearly 81% of midmarket companies use packaged solutions–Of those surveyed, 31% have the solution modified by a partner for their unique needs–48% use the package with little or no modification

The WebSphere Pyramid

and Tools

& Industry

Browser

Pervasive

Info

Processes

Partner Systems

Supplier Systems

Partners & Suppliers

Customers & Employees

DeveloperCommunity

WebServices Expertise

Solution Partners

WebSphere

Business Business Integration Integration

ReachReach& User& User

ExperienceExperience

FoundationFoundationand Toolsand Tools

The one comprehensive software platformfor end-to-end dynamic e-business

The WebSphere PlatformInfrastructure software for dynamic e-business

Achieve Scalability and Productivity by building, deploying, & growing your e-business

Achieve Customer Loyalty by extending & personalizing your e-business

Achieve Business Agilityby integrating & automating your e-business

and Tools

& Industry

Browser

Wireless

Info

Processes

Partner Systems

Supplier Systems



DeveloperCommunity

WebServices Expertise

Solution Partners

WebSphere





WebSphere Mid-Market Product Strategy

Business Integration

Reach& User

Experience

Foundationand Tools

Designed specifically for the mid-marketOn-ramp to e-business

ƒ Low initial costƒ Readily upgraded to higher value solutions

–Buy what you need when you need it–Common code base–Incremental upgrades (not 'Rip-and-Replace')

Lower development and deployment costs

ƒ Simplified development model and administrationƒ Installation wizards, samples, and templatesƒ Efficient application integration through open standards and Web Services

Expand market reach of solutions through multi-platform support

IBM Small and Medium Business Offering - Customer Loyalty

Realize the true operational & cost benefits of e-BusinessFacilitate collaboration inside

and outside your enterpriseWeb enable your business

processes

Integrate & Extend

Effectively reach new customers with your first Web applicationConfidently expand your brand to

the WebProvide customer and employee

self service

Leverage The Web

Retain and leverage high value customersPresent personalized

customer experienceTargeted marketing and promotions

Customer Loyalty

and Tools

& Industry

Browser

Wireless

Info

Processes

Partner Systems

Supplier Systems



DeveloperCommunity

Web Services Expertise

Solution Partners

WebSphere





WebSphere SMB Product Sets

ChallengesNeed to retain high-value customersImprove customer experienceReduce service costs through Web self-service Better understand customer trends and preferences

and Toolsand Tools

& Industry & Industry

Business Business IntegrationIntegration




WebSphereWebSphere

BenefitsIncreased customer satisfaction with Web self serviceProduce personalized customer experience and portalsStrengthens your customer and partner relationships with true collaborative solutionsProvides targeted marketing and promotions

Product Sets - SolutionsWS Personalization for Multi-platforms $20,000WC Pro Edition $100,000WS Portal Enable $55,000WS Portal Extend $106,875WS Studio App Developer $3,499

Customer Loyalty Product Set

Banco Davivienda - Customer Loyalty

ChallengesIncrease customer loyalty, cut transaction costs and compete effectively in Colombia's banking markets

SolutionHome banking service for consumers, interactive marketing simulations and workflow processes for CRM functions

Reach and User ExperienceBuilds customer loyalty via a more personalized Web experience and creating more effective commerceinteractions.

Enables users, partners, and employees to readily find what they need in a highly interactive and personal way.

Companies can reach their employees and customers across all touch points, including wireless devices and voice access.

ƒ Extend service to wireless users - a rapidly growing population.Allows users to access content from a Web browser. Companies can collect data about users who visit the site and use that information to improve and personalize services.

Enables companies to market andsell goods and services in a highly personalized manner, driving customer repeatedly back to the site

and Toolsand Tools

& Industry & Industry





WebSphereWebSphere

Reach and User ExperiencePortal

ƒ Personalization allows an e-business a balanced capability for delivering business critical information and user-defined preferred information to users' browsers (employees, customers, and business partners)

ƒ Allows non-technical users, such as business managers and analysts, to control the personalization strategy of an enterprise-wide Web site and meet intended business objectives through an easy-to-use browser-based interface.

Commerceƒ Support for Business-to-Consumer, Business -to-Business, and Marketplace

functionsƒ Increase customer value on a global scale ƒ Collaborate with customers, suppliers and trading partners ƒ Create effective targeted marketing programs ƒ Strengthen customer relationships

Why Consider IBM Solutions?

Unrivaled multi-platform supportƒ IBM offers anytime, anywhere, any language support 24X7

Most comprehensive portfolioƒ Support open standards and open version of XMLƒ Flexibility of choice of industry standard web servers on all platforms

Comprehensive middleware solutionƒ Full support for z series and Linuxƒ Lower TCO and Vertical scalabilityƒ Single app server for all environmentsƒ More secure platform

Develop applications in wide range of environmentsƒ Runs on a wide range of platformsƒ Full support for a broad range of databases

IBM Confidential

Using the IBM Executive Assessment, (IBM Business Partner) will meet with you to conduct an e-business assessment of your company

ƒ will work with you to map out the required hardware, software, and services necessary to meet your company's needs

ƒ this assessment takes aproximately 2 - 3 weeksAfter the initial visit, the customer will get:

ƒ an in-depth analysis of findings which includes the recommended business solution(s)

ƒ strategic and tactical proposalƒ competitive Website analysis (as applicable)ƒ ROI analysis (where appropriate)

Dowload the executive assessment at:–http://www.ibm.com/partnerworld/software

Customer Loyalty Executive Assessment

Business Partner Overview

This page is for the business partner to provide an overview of the IBM Customer Loyalty Solution; page may be inserted where needed within the presentation

ƒ Business Partner Supplied Bullet #1ƒ Business Partner Supplied Bullet #2ƒ Business Partner Supplied Bullet #3ƒ Business Partner Supplied Bullet #4ƒ Business Partner Supplied Bullet #5

Business Partner Services

This page is for the business partner to indicate what services they will provide to the customer

ƒ Business Partner Supplied Bullet #1ƒ Business Partner Supplied Bullet #2ƒ Business Partner Supplied Bullet #3ƒ Business Partner Supplied Bullet #4ƒ Business Partner Supplied Bullet #5

Next Steps

Be a part of the an e-business platform that takes your business where it needs to go

Let IBM solutions get you to the web faster, more securely for the right price!Let IBM's growing network of highly skilled business partners help you make your business what you want it to be

Conduct an Executive Assessment of your e-business with (IBM Business Partner Name)

Be a part of IBM's WebSphere family of solutions! and Tools

& Industry




WebSphere


Additional References

http://www.ibm.com/partnerworld (select "software" track)

http://www.redbooks.ibm.com/("how to" practices on SW)

http://www.developer.ibm.com (PartnerWorld for Developers)

http://www.ibm.com/partnerworld/software (Partner Program Info, Sales and Marketing Tools, Education, and etc. (password protected))

http://www.ibm.com/websphere/partners(New dedicated WebSphere Partner Website)

http://www.ibm.com/websphere(dedicated WebSphere site)

http://websphere.dfw.ibm.com/roadmap (Comprehensive LIVE demonstration of the IBM WebSphere Software Platform (updated often))

http://www.ibm.com/software/websphere ( SW info, case studies, latest news, connection to all Websphere related sites )

http://www.ibm.com/software/ad/casestudies/(See customer references )

http://www.ibm.com/websphere/(General Info for the WebSphere platform)

http://www.ibm.com/vadd/(Free and membership info and downloads for WebSphere products) http://www.alphaworks.ibm.com/tech/(webservicestoolkit)

Thank YouBusiness Partner Name, Date

Documents

IBM WebSphere Customer Loyalty Offering Business Partner Person Business Partner