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Acquia Commerce Cloud DREAM IT. DRUPAL IT. Integrate Digital Experiences with Drupal and Acquia

Kill the Shop Button: How to Inspire Customers with Content & Commerce Experience

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Page 1: Kill the Shop Button: How to Inspire Customers with Content & Commerce Experience

Acquia !Commerce Cloud

DREAM IT. DRUPAL IT.

Integrate Digital Experiences with Drupal and Acquia

Page 2: Kill the Shop Button: How to Inspire Customers with Content & Commerce Experience

2

Today’s Discussion!

•  Welcome to Acquia •  Industry Trends •  The Lush Story •  Q & A

Page 3: Kill the Shop Button: How to Inspire Customers with Content & Commerce Experience

3

Welcome to Acquia!

Page 4: Kill the Shop Button: How to Inspire Customers with Content & Commerce Experience

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Acquia is the Enterprise Guide to Drupal #

•  Co-founded by the creator of Drupal in 2007 •  250% 3 year CAGR •  3800+ customers, 400+ employees •  Offices in Boston, Portland OR, Washington DC, UK,

France, Netherlands, and Australia •  Positioned as Visionary by Gartner 3X •  Deloitte’s Fast500 Fastest Growing Private Company 2013

Dries Buytaert, Creator of Drupal

Page 5: Kill the Shop Button: How to Inspire Customers with Content & Commerce Experience

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of the top 20 Drupal 7 contributors#

employees on the Drupal security team#

employee-maintained Drupal modules#

code “commits” to Drupal community modules#

co-maintainers - Gábor Hojtsy and Angie Byron#

Drupal founder and project lead, Acquia co-founder##

Acquia has Extensive Drupal Expertise !3#7#

150+#40,000+#

Drupal 6 & 7#Dries Buytaert#

Enterprise #experience#

IBM, Accenture, webMethods, Razorfish, Baan, Lotus, Mercury Interactive, EMC, Broadvision, Systinet, HP, Intuit, Sun, Documentum, Impress Software, Vertical Communications, Silverstream#

Page 6: Kill the Shop Button: How to Inspire Customers with Content & Commerce Experience

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Drupal is the Largest !Open Source Community in the World!

Open source, web phenomenon

2X the size of Linux developer community

Market Presence 2,000,000+ sites Global Adoption 229 countries Extensive Capabilities 24,000+ modules Broad Community 1,000,000+ members Active Development 29,000+ developers

Page 7: Kill the Shop Button: How to Inspire Customers with Content & Commerce Experience

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Industry Trends

Page 8: Kill the Shop Button: How to Inspire Customers with Content & Commerce Experience

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Commerce Realities!

→  Commerce has moved from a departmental project to a board level mandate →  Brands need to invest and differentiate in the digital world →  Business leaders need to transform org structures to deliver results

Page 9: Kill the Shop Button: How to Inspire Customers with Content & Commerce Experience

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Digital disruption is changing the game!

Legacy!

Brand Building

Merchandising

Retail Acquisition

Brand Owned

Brand Influenced

Today!

Customer Journey

Retail Acquisition

Brand Owned

Evangelism

Purchase

Discovery

Investigation

Page 10: Kill the Shop Button: How to Inspire Customers with Content & Commerce Experience

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Irreversible Consumer Trends !

Page 11: Kill the Shop Button: How to Inspire Customers with Content & Commerce Experience

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Irreversible Consumer Trends !

Page 12: Kill the Shop Button: How to Inspire Customers with Content & Commerce Experience

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Brands need to provide an integrated digital experience !

Attract

Content Community

Commerce

Engage Measure Manage Sell Retain

Manage customers across the entire digital lifecycle

Page 13: Kill the Shop Button: How to Inspire Customers with Content & Commerce Experience

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Commerce leaders need to transform !

Today!

Customer Journey

Retail Acquisition

Digital!Experience!Manager:!Provide an integrated digital experience across all aspects of the customer journey

Evangelism

Purchase

Discovery

Investigation

Web Manager:!Select and implement technologies to meet requirements Brand Marketer:!Get prospective customers to the site Merchandisers:!Convert prospective customers to customers and brand evangelists

Legacy!

Awareness

Interest

Research

Purchase

Evangelism

Page 14: Kill the Shop Button: How to Inspire Customers with Content & Commerce Experience

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“Executives expect that new digital technologies will transform their businesses, but many admit their companies are far from prepared to develop capabilities and meet challenges.”

Source: Minding your digital business: McKinsey Global C-Level Survey, 2012

Copyright © 2014 Accenture All rights reserved. 14

75% SAY ORGANIZATION IS NOT READY

Page 15: Kill the Shop Button: How to Inspire Customers with Content & Commerce Experience

15 Source: Forrester Research US Online Retail Forecast, 2011 To 2016, Key Trends in B2B eCommerce for 2013

B2C $145B

!

B2B!

($559B)!

B2C!

($252B)!

2013 U.S Revenue

Commerce - explosive growth !

Copyright © 2014 Accenture All rights reserved. 15

Page 16: Kill the Shop Button: How to Inspire Customers with Content & Commerce Experience

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HOWEVER!B2C!IS!DRIVING!B2B!

In the past year, have you seen B2B customer expectations change because of B2C retail online experience?

2012 Oracle Survey of 120 Marketing and IT Professionals in B2B Companies

0%!

5%!

10%!

15%!

20%!

25%!

30%!

35%!

40%!

45%!

50%!

Strongly!

Disagree!

Disagree! Not!Sure! Agree! Strongly!

Agree!

80% in 2012 vs.

70% in 2011

B2B customers want the same benefits they experience when they are using online channels for personal reasons

B2B Customer Expectations are being driven by:

Copyright © 2014 Accenture All rights reserved. 16

Page 17: Kill the Shop Button: How to Inspire Customers with Content & Commerce Experience

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MORE CHANNELS = MORE REVENUE

Source:

44%!report!an!increase!in!

Average!Order!Value!

60%!agree!that!mulNOchannel!

customers!spend!more!

Copyright © 2014 Accenture All rights reserved. 17

Page 18: Kill the Shop Button: How to Inspire Customers with Content & Commerce Experience

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The Lush Story

Page 19: Kill the Shop Button: How to Inspire Customers with Content & Commerce Experience

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Page 24: Kill the Shop Button: How to Inspire Customers with Content & Commerce Experience

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Page 30: Kill the Shop Button: How to Inspire Customers with Content & Commerce Experience
Page 31: Kill the Shop Button: How to Inspire Customers with Content & Commerce Experience

� �&#�1'-�����

Myles Davidson, managing director @mylesdavidson!Richard Jones, technical director @richardjones!

i-KOS Digital Services (i-kos.com)!@i_KOS!

Page 32: Kill the Shop Button: How to Inspire Customers with Content & Commerce Experience

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Q&A