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IBM Commerce on Cloud: Differentiate your brand – Innovate your business

Garth AasenNational Sales Manager, Smarter Commercegarth.aasen@ca.ibm.com

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Agenda

• Cloud Business Value Drivers

• IBM Cloud Delivers Smarter Commerce

• Why Consider Managing Commerce in the Cloud?

• Overview of IBM Commerce on Cloud Capabilities

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Cloud is a $1.5B marketplace in Canada that’s growing at 28% to $4.0B in 2017. How will you take advantage to be more competitive in your market?

Source: Gartner Canada

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Leading organizations are achieving competitive differentiation and improving their top and bottom lines with Cloud

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Customers Demand a Consistent Omni-channel Experience

Research product

Store

Call center

Online

Mobile

Create order

Check status

Cancel order

Initiate / track return

Schedule delivery or

pickupChange

order

Schedule store pickup

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75

85% of consumers “expect a seamless experience across all channels”

Implications:

► Shopping is not a discrete activity, it is integrated into daily life

► “Store” is omnipresent, not a location

► Mobility and idle times become opportunities

Mobile

Email

Online Call Center

Kiosks

Store POS

Field Sales

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Delivering a Superior, Personalized Experience

80%of CEOs think they deliver a superior

customer experience

8%of their customers

agree

Outperformers …Outperformers …

Know customer context – and

integrate accordingly

Act on insights - systematically

Take a broader view of the customer

experience

State of Marketing, IBM, June 2013State of Marketing, IBM, June 2013

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IBM’s Integrated Portfolio for Smarter Commerce

Buy Market Sell Service

Core Business Solutions and Processes

Smarter Commerce Services

IBM Cloud Solutions, Computing and Infrastructure

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

Cross-channel Selling Order Configuration &

Quoting Order Management &

Fulfillment Customer Integration &

Collaboration Store Solutions Payments & Settlements

Delivery, Service, & Support

Customer Self-Service Case Management

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IBM Cloud for Smarter Commerce accelerates the transformation of the entire customer experience

Leverage collaborative business networks

Accelerate alignment across the commerce value chain

Accelerate alignment across the commerce value chain

Increase business agility and enhance customer value

Increase business agility and enhance customer value

• Customer Analytics

• Digital Marketing• Omni-Channel Marketing• Real-time Personalization• Price and Promotion Optimization

• Digital Marketing• Omni-Channel Marketing• Real-time Personalization• Price and Promotion Optimization

• Omni-Channel Customer Engagement• B2B / B2C Commerce• Store of the Future

• Omni-Channel Customer Engagement• B2B / B2C Commerce• Store of the Future

• Multi-enterprise Process Collaboration• Governance, Risk & Compliance for

Critical Corporate Data• Financial Operations

• Multi-enterprise Process Collaboration• Governance, Risk & Compliance for

Critical Corporate Data• Financial Operations

• Source to Contract• Supplier Management, Risk &

Compliance• Enterprise and Category Spend

Management

• Source to Contract• Supplier Management, Risk &

Compliance• Enterprise and Category Spend

Management

Key offerings:

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170% more likely to use cloud-based analytics to

derive insights

Drives 82% YoY return on marketing

investments

136% more likely to use cloud to reinvent customer

relationships

17% increase in average transaction

value and retention rate for a retailer

83% of consumers are more likely to do business with brands that allow them to contribute when, where

and how they interact

Commerce leaders are considering Cloud to quickly, easily and securely stay competitive in today’s marketplace

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Cloud can help deliver a number of powerful key business value drivers

Strategically reinvent customer relationships

Share expertise among customers, employees and partners

Speed delivery of bringing new products and services to market

Enable new business strategies

Transform responsiveness of IT infrastructure and development

Access new services that improve business processes

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Updated xx-xx-12

In fact, Lindt leverages the cloud to deliver an accelerated omni-channel customer shopping experience

Seamless order fulfillment across channels

More than doubled its conversion rates & tripled its revenue

Quickly and easily manage digital store front

Rapid Deployment

Unique Experience

Achievements

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B2B companies need to effectively manage the complexity of multiple business models and routes to market

Rapidly analyze sales data and adjust marketing promotions

Grow its online business from $5M to $50M in less than 5 years

Quickly and easily expand digital store front to new global markets

Rapid Deployment

Flexibility

Profitable Growth

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IBM offers a family of cloud based commerce capabilities to meet the needs of your business

Select, configure, quote, and order complex

products and services

Enable flexible fulfillment and orchestrate orders

across channels

Create seamless, engaging and contextually relevant digital brand experiences

Strategy Design DeploymentBusiness

Operations

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IBM Omni-Channel powers a wide range of engagement models

Social Media

Complex Value ChainsField Sales

Call Center

Partner Centers

Web Mobile

B2CB2C

B2BB2B

Field and Partner Sales

Direct or extended network of sellers, partners, brokers, and agents

B2B Digital Selling

Direct or partner branded sites power self-service commerce experiences

Complex Value Chains

Selling through a network of partners or integrated value chains

Store of the Future

Adaptive Store experiences supported by empowered associates and devices

B2C Digital Selling

Inspire, engage, and serve customers across digital and emerging channels

Complex Value Chains

Selling through a network of partners or integrated value chains

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Easily deploy and deliver a rich customer centric experience via out-of-the-box web and mobile store models

• Out of the box starter store models

• Fast finder, quick view and single page checkout

• Marketing content

• Integrated Social Commerce

• Web 2.0 Widgets

• Search Engine Optimization

• Localized stores models

Mobile Store Models Optimized for Smartphone and Tablets

B2C and B2B Store Models

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The Aurora Store Front (out of the box)

HERO eSpotOpportunity to excite and promote items that communicates a “need”

Carousel WidgetFast and easy feature to discover a variety of products without taking up valuable screen-estate

e-Marketing SpotsMarketing team can populate static content for specific campaigns or promotions can be dynamically updated based on customers segmentation

Facebook ConnectLogin to Facebook to find out what other customers are sharing on their Facebook pages

IBM Enables a Powerful On-line Customer Experience Out of the Box

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Precision Marketing helps provide a personalized customer buying experience

• Powerful, automated, one-to-one merchandising and marketing based on shopper preference and behavior

• Build an ongoing, event-based dialogue with consumers by processing triggers and responding with actions

• Cross Channel Precision Marketing Engine supports Web, Mobile, Cross Channel Social Participation Integrated with ecosystem B2B “behavioral marketing” Behavioral segmentation

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Combine and Prioritize Promotions

Engage customers with relevant offers and promotions to increase sales

• Support for multiple promotion types– Product, order level and shipping promotions– Combine and prioritize promotion types– Define promotion exclusivity or limits

Product Level Order LevelShipping

Promotions

Qualifying Purchases

Promotion Code

Virtual Coupons

• Easy to use promotions dashboard– Quickly and easily create and manage promotions on your site and 3rd party sites– Define how promotions are presented to customers and how discounts are redeemed

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IBM Advanced Shopping Cart Maximizes Up-Sell / Cross-Sell

Optimize SellingDisplaying products that are highly relevant to the items in the cart or customer preferences, can connect customers with items they love and spark impulse buying

Offer OptionsFlexible fulfillment options gives customers choices to make it easier to commit to the sale

Global Payment SolutionCustomers can pay using credit cards, gift cards, paypal, etc. and split payments between them – using currency specific to their country

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Extend your brand experience through the support of extended channels

• Remote Widgets capability allows retailers to extend brand experience to social networks and allow shoppers to share wish list

• Integration with social networks and communities supported• Enhanced RSS feeds for affiliate marketing

Search/Compari-son Shopping

Affiliate Sites Aggregators Social Sites Widgets Viral Marketing

Brand 2 Brand 3 Brand 1 Brand 4

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IBM’s ‘Management Center’ is the Single Point of Control and Empowers Business Users

• Rich and intuitive graphical user interface based on Web 2.0 technology

• Single Point of Control for: Catalogue management Assigning Work Tasks to Business

Users Creating New Segmentation Creating New Store Assets Previewing Store Changes Multi-variate (A/B) Testing Marketing activities & Promotions

IBM empowers business users; increases productivity and effectiveness, while leveraging existing investments.

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IBM Commerce on Cloud helps drive innovation with ‘guided selling application’ for exceptional service

Delivering the best solution configuration for each customer

8,900 field sales now spend one hour less per sales call

Accelerated quoting process and provided more accurate pricing

Rapid Deployment

Unique Experience

Achieving Results

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Why IBM Commerce on CloudIndustry Leading Commerce Capabilities

• Over 15 years of market leadership in Commerce

• Powers over $65B of Internet Retailer Top 500 online sales annually

• Multiple business models (B2B, B2C..) on one platform

Client Benefits

• Deliver exceptional customer service by creating a more personalized and engaging buying experience

• Empower business users to build and personalize digital store fronts

• Minimal start-up costs and fast implementation with preconfigured interfaces

World Class Cloud Delivery - SoftLayer

• 21,000+ customers in 140 countries, 100,000 devices, 700+ employees, 40 data centers in 15 countries world wide

• Unified architecture to mix/match bare metal servers, virtual server instances and private clouds managed from a single API

• All deployed on demand, provisioned in real time

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Ask the fundamental questions:

• Is your organization achieving the levels of innovation required to compete in today’s environment?

• Is your organization able to nimbly put lucrative ideas into action?

• Is your organization continually reinventing customer relationships?

• Are you adapting to market changes as fast as your competitors?

Go to www.ibm.com/SaaS for more information. Tap Into it.

Utilize cloud services delivered from IBM Cloud.

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Next Steps

• Meet me in the Social Café to continue the conversation

• Find more information about Smarter Commerce at https://ibm.biz/smartercommerce

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