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Beyond B2B Consumerization: How Instant Commerce™ in B2B Changes the Future of Commerce
 

Beyond B2B Consumerization: How Instant Commerce™ in B2B Changes the Future of Commerce

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So what’s the next big thing in B2B ecommerce? In this session, you will learn where B2B ecommerce is going beyond consumerization but to instant commerce. This session will examine: what factors ...

So what’s the next big thing in B2B ecommerce? In this session, you will learn where B2B ecommerce is going beyond consumerization but to instant commerce. This session will examine: what factors will lead to B2B sector consolidation; who benefits when demand chains meet supply chains; what is driving the new Era of Instant Commerce™; and which new business models will profit from this new era?

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  • [introduction]
  • The valueof across-channelstrategyisclear but a lotoforganizationsare still askingthemselves: „Howcan I get a singleviewofthecustomer?“BUT theyshouldratheraskthemselves: „Howcanmycustomersget a singleviewofmybrandregardlessofthechannelstheyareusing?““Retailers say they want single view of customer; that’s the inside out approach. You have to think of the customer having single view of a brand, or of a retailer. That’s today, and that’s what’s different.”You have to make it easy for consumer’s to interact with your brand! Consistent Experience:- Consistent answers/information no matter on which channel or touchpointthe interaction takes place (sounds simple, but not the case today: different avalibilities, different pricing, different stock locations, different product specifications -> customers are confused and are not buying)Ability to continue a dialog/communication when switching channels (brands should know how their customers interacted with them on different channels, i.e. when a customer walks into a store, the store clerk should have the information of past online browsing history and help the customer to finish the buying process)- Equal treatment on all channels (today: too much focus on digital channels, but physical stores are not connected -> customers want to get treated the same way on all channels) Organizations need to:- Enable brand consistency in terms of the context of underlying assortments, offers, promtions content, across all customer touchpoints- Provide a real-time system of reference that enables single views of product, pricing and promotions, inventory, orders and customers- Incorporate mobile- Platform that is built on an open foundation and easly integrates legacy systems as well as emerging touchpoints and experience-focused technologies

Beyond B2B Consumerization: How Instant Commerce™ in B2B Changes the Future of Commerce Beyond B2B Consumerization: How Instant Commerce™ in B2B Changes the Future of Commerce Presentation Transcript

  • AribaLIVE! INSTANT COMMERCE: BUY ANYWHERE, AT ANYTIME, WITH ANY DEVICE RICK CHAVIE DRAFT 26 JANUARY, 2014
  • DIGITALLY ENABLED SALES PROCESSE S OMNICHAN- NEL B2B RISING INNOVATION GAP B2C BEST PRACTICE S IN B2B COSTS OF CHALLENGES W/ EXISTING TECHNOLOGY INCREASED SCALE & COMPLEXITY NEW MARKET PRESSURE S TIGHTER PARTNER INTEGRA- TION CHANGING BUYER BEHAVIORS CONSUME R-IZATION OF B2B NEW BUSINES S MODELS MATURING ECOMMERC E OPERATIONS GLOBAL- IZATION INTERNET OF THINGS MOBILITY CHANGING WORKFORCE & BYOD BUSINESS DIVERSIFICATION & ACQUISITIONS THE SHIFTING LANDSCAPE OF B2B COMMERCE
  • WHAT THE CONVERGENCE OF DIGITAL AND PHYSICAL COMMERCE LOOKS LIKE FOR US web mobile POSdigital goodsmarketplace content etc.Internet of things Trading partners & suppliers HANA BUT WHAT ABOUT THE FUTURE?
  • THE FUTURE REQUIRES SIMPLIFYING COMPLEXITY OF DATA & PROCESSES TO ENABLE GREAT CUSTOMER EXPERIENCES AND ENHANCE PRODUCT AFFINITIES BY LEVERAGING FUTURE STATE TECHNOLOGY PLATFORMS.
  • Single View of Product Single View of Orders Single View of Customers Single View of Stock WMS Store Systems ERP CRM Single Source of Truth
  • WE KNOW CUSTOMER EXPECTATIONS relevant, consistent, contextual
  • BUT WHAT WILL THE FUTURE FOR COMMERCE REALLY LOOK LIKE? WHEN IT ALREADY ADDRESSES EVERY TOUCHPOINT. EVERY CHANNEL. GLOBAL. FLEXIBLE.
  • Column A Unified Seamless Integrated Optimized Converged Column B Shopping Channel Social Mobile Column C Solution Engagement Interaction Platform Customer Experience
  • CREATE ONE EXPERIENCE Enable brand consistency in terms of the context of underlying assortments, offers, promotions content, across all customer touchpoints. Provide a real-time system of reference that enables single views of product, pricing and promotions, inventory, orders and customers. Incorporate mobile. Platform that is built on an open foundation and easily integrates legacy systems as well as emerging touchpoints and experience-focused technologies.
  • VALUE OF PROCESSES TO YOUR COMPANY„S OMNI-CHANNEL STRATEGY High Points for Value Source: RSR Research, June 2013
  • 10% B2B B2C Base: 101 B2B eCommerce professionals; 55 online retailers Source: Q4 2013 Global B2B eCommerce Online Survey done in partnership with Internet Retailer; State of Retailing Online, 2013 3% Buy NOW!
  • GLOBAL SMARTPHONE OWNERSHIP NOW EXCEEDS 20 % AND IS STILL RAPIDLY GROWING. THIS HAS GONE FROM 0% IN 2007! YET 50% OF B2B COMPANIES DO NOT HAVE A MOBILE STRATEGY! Sources: Brand Anywhere & Luth Research Inc.; Q4 2013 Global B2B eCommerce Online Survey done by Forrester and Internet Retailer; 152 B2B eCommerce professionals
  • 62% 52% 54% 52% Research Buy Research Buy B2B CUSTOMERS AND MOBILE Forrester Research commissioned study for hybris. Base: 353 online B2B companies around the world
  • OMNICOMMERCETM MATURITY MODEL
  • THE LEGACY OF CHANNELS HAS FRUSTRATED CUSTOMERS.
  • Column A Unified Seamless Optimized Converged Column B Shopping Channel Social Mobile Column C Solution Engagement Interaction Platform Customer Experience Integrated
  • 69% Forrester Research commissioned study for hybris. Base: 225 online B2B companies around the world 14% 33% 22% 31% 1 year 1-2 years 3-5 years Never “We expect to stop publishing our print catalog within the next …”
  • OMNICOMMERCETM MATURITY MODEL
  • OMNICOMMERCETM MATURITY MODEL
  • Why Services? • Enhance connection to customers during and after the product purchase • Simplify configuring, pricing, and quoting products/service bundles • Extend the brand relationship to make it hard for competitors to replicate SERVICES: Service Offers and Simply Service • IT’S A BIG MARKET! Source: U.S Bureau of Economic Analysis, 2011 $7.0 MIO (Services) $3.6 TRILLION (Products)
  • LIFECYCLE: The Full Demand Chain B2C vs. B2B > B2B2C $252B vs. $559B > FUTURE
  • LOCAL DEALER DISTRIBUTION CENTER WAREHOUSE 1 WAREHOUSE 2 MAJOR OUTLET NEW BIG CITY 3 4 2 1 324 3 9 42 18 LOCALIZED: REAL-TIME, 1:1 LOGISTICS
  • EXTEND GLOBALLY Base: 93 B2B eCommerce professionals Source: Q4 2013 Global B2B eCommerce Online Survey done in partnership with Internet Retailer © 2013 Forrester Research, Inc. Nearly two-thirds of B2B eCommerce professionals said that LESS than 10% of their online revenue came from outside their home market
  • Experience Management: Personalization, Content Management Platform Framework (Scalability, Performance, Security, Integration, Agility) OCC API OCC API OCCAPI Commerce Management: Cart, Promotion, Merchandizing Order Management: Orchestration, Flow, Inventory, Fulfillment MDM for Commerce: Product, Supplier, Customer, Digital Assets Integration Services hybris Architecture Overview
  • Which is reflected in how we talk about the platform both in an agnostic and an SAP context today. BACK END WEB CALL CENTER CONSOLE MOBILEPOS SOCIALTV PRINT ORDER MANAGEMENT PLATFORM MASTER DATA OMNI-CHANNEL LOGIC EXPERIENCE MANAGEMENT ERP WMS IS/RETAIL CRM SAP MDM / HANA SUPPLIERS
  • YOUR CUSTOMER. ATHOME. ONTHESTREET. ENGAGEDONYOUR WEB,BRANCH,ORSTORESITE. ALWAYSON. YOUR PLATFORM. ONYOURPREMISE. INTHECLOUD- YOURS,OURSORPUBLIC. ALWAYSON.
  • HYBRIS IS THE FUTURE OF COMMERCE.™ TODAY. rick.chavie@hybris.com
  • Order Management Services B2C Commerce Accelerator for China Commerce Search Enhanced Subscription Functionality Subscription Billing Gateway B2C Commerce Accelerator B2B Commerce Accelerator Omni Commerce Connect Mobile App SDK Next Generation Cockpit Framework Support for SAP Hana DB