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Future of business ecosystemes


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CRM Acceleration London, September 2012, IBM Presentation: The future of Business Ecosystems

CRM Acceleration London, September 2012, IBM Presentation: The future of Business Ecosystems

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  • 1. The Future of Business Ecosystems Roy Lee Leader: Mid Market Marketing Europe
  • 2. Our world is instrumented, interconnected and intelligent © 2012 IBM Corporation
  • 3. Channels continue to proliferate © 2012 IBM Corporation
  • 4. Mobile connectivity increases © 2012 IBM Corporation
  • 5. “Some aspects of traditional business models need to be challenged and re- defined to exploit the opportunities these trends present”“The need for organisations to shape andmanage the right channel mix has neverbeen more urgent” © 2012 IBM Corporation Source: IBM Smarter Channels Whitepaper
  • 6. Channel selection remains a primary challenge © 2012 IBM Corporation
  • 7. Customer want to know:“How to align products/services,customer segments and channels withbrand positioning” © 2012 IBM Corporation
  • 8. Zero Moment Of Truth © 2012 IBM Corporation
  • 9. Collaborating across the Ecosystem Sale Force Automation Social Selling Focus on People Focus on Data © 2011 IBM Corporation
  • 10. Social Selling Capabilities Discover Understand your Engage customers better than Apply expertise from the competition across the Ecosystem Act Reach Focus on Spend more time with opportunities that customers create the most profit © 2011 IBM Corporation
  • 11. Discover - Understand your customers better than the competitionKnow what customers are talking about and what they like and dont like through sentiment analysis of social data © 2011 IBM Corporation
  • 12. Engage - Apply expertise from across the EcosystemEasy access to experts so you get customer questions answered © 2011 IBM Corporation
  • 13. Engage - Apply expertise from across the organization 9/14/1213 © 2012 IBM Corporation
  • 14. Act - Focus on accounts and opportunities that create the most profit Use predictive analytic models to focus on the right deals and recommend the best products and pricing © 2011 IBM Corporation
  • 15. Reach - Spend more time with customersAccess to experts, content and communities from Apple, Android, RIM and Nokia mobile devices © 2011 IBM Corporation
  • 16. Reach - Spend more time with customersCollaborate with customers remotely with a rich set of social tools16
  • 17. Engagement with Experts across the Ecosystem Sales Marketing Support SCM HCM ERPDelivers l  Higher close rates l  Lower churn of important accounts l  Tighter customer relationships l  Shorter sales cycle l  More competitive wins
  • 18. How To Get Started
  • 19. Different starting points for Social Selling Engage expertise Discover insights across the organization about your customers • IBM Connections • IBM Cognos Consumer • IBM Sametime Insight Act on opportunities that Maximize Reach with create the most profit your customers • IBM Cognos Express • IBM SmartCloud Engage • IBM® SPSS® Decision • IBM Customer Experience Management Suite © 2011 IBM Corporation
  • 20. Roy Lee, @roylee111 © 2011 IBM Corporation