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Future of retail retail social business architektur 2012 Presentation Transcript

  • 1. Business is People ☺Future of Retail & Consumer ProductsIBM Social Business ArchitectureFriedel JonkerIBM Software Client LeaderRetail & Consumer ProductsFrankfurt, 27.09.2012The 7 Cs of IBM Social Business DevelopmentCreativity, Competence, Contacts, Communication,Connections, Collaboration and Change
  • 2. A Social Business is any company that has integrated and operationalized social media within every job function to generate and implement value driving Ideas by smarter processes and technologies. The World of IdeasThose who will not go with the time, will go with the time !2
  • 3. A Social Business embraces networks of people tocreate business value and outperform competition Engaging Transparent Nimble 3
  • 4. booz&co, IDC, McKinsey about „Retail and Web 2.0“ 4
  • 5. KORN/FERRY and IBM about „The transformative CMO“ 5
  • 6. IBM Social Business Architecture for Retail & CP IBM Social Business Architecture Social CRM Collaboration Browser Contacts Opportunities Activities Accounts Multichannel Notes Products Forecasts Management Mobile and Offline Social Mobile Notes Integration Collaboration Social Funct. Analytics This Architecture Overview will be the final Future Status. Implementatons takes place in Phases Retail PerformanceEasy & Integrated Management 6
  • 7. Retail Performance Management 7
  • 8. Social Collaboration 8
  • 9. Social Analytics IBM Cognos IBM Connections Reports Ad-hoc Queries Social Analytics Blogs Activities Profiles Files Analysis Wikis Bookmarks Communities Dashboards 9
  • 10. Social Analytics –Integrated capabilities of IBM Connections Profiles Home Find the people you need See whats happening across your social network Communities Social Analytics Work with people who share common Discover who and what you don’t know via roles and expertise recommendations Files Micro-blogging Post, share, and discover documents, Reach out for help or share news with presentations, images, and more your social network Wikis Bookmarks Create web content together Save, share, and discover bookmarks Activities Blogs Organize your work and tap your Present your own ideas, and learn from professional network others Forums Mobile Exchange ideas with, and benefit from Access Connections anywhere, anytime the expertise of others with mobile & tablet access 10
  • 11. Social Analytics –Screenshots from IBM Connections 11
  • 12. Multichannel Management Websites User Experience Call Center Optimizing Impressions with Analytics Laptops, PCs Explore AdTarget Impression Attribution Search Social Stores Personalizing Information Analytics Explore Intelligent Offer LIVEmailMobile Devices(Webseiten & Apps) Targeting Segments Customer Attributes Analytics (offline) Explore AdTargetOff-Site Impressions • CRM Data Impression Attribution(Social Media) • Loyalty Programm Status Lifecycle Off-Site Impressions • Scoring LIVEmail (display-ads & andere) • Demographic Data • etc… 12
  • 13. Multichannel Customer Experience –Website Optimization Usability Analytics 1. Click Heat Maps 2. Link Analytics 3. Form Field Analytics SaaS 4. Attention Map Supports Mobile Web + Integrated with Tealeaf Replay • Replay the actual session of a single user anywhere in the process for any user • Discover how a select user uses your site On-Premise and compare to how most users use the site for additional insights. • On-premise and integrated w/ Tealeaf solutions including SaaS-based usability 13
  • 14. Multichannel Customer Experience –Social Media Analytics Social Sites Benchmark Dashboards Relationship-Matrix Text Mining Sentimental Analysis Flexible Integration of internal Advanced Searching and external ressources Intranet Complaint Web, Blogs, News, Management (Letter, Twitter, Boards Email, Fax) CCI www.-Content Relational DBs (market data, studies, CRM- Sytems) Call-Center Data Snippet Overview and Details Evolving Topics Individualized Reporting @Birk – was noch? 14
  • 15. Multichannel Customer Experience –Trade PromotionOptimization Manufacturer Collaboration Retailer Marketing Spend Optimization Shopper Insights & Corporate Planning HQ Trade Allocation & Marketing Mix Optimization Optimization & Execution Shopper Insights Shopper Insights Account Team Merchandising Assortment Assortment Planning Planning Customer Event Planning Promotion Planning Deal Management Deal Management 15
  • 16. Multichannel Customer Experience –Campaign Managem. Manage Marketing across Multiple Interaction Channels – Cross-channel marketing strategy is defined and planned using Unica – Coremetrics is used to track consumer actions, and make relevant recommendations – The e-commerce web site and order capture is provided by WebSphere Commerce Optimize display and search results with Coremetrics AdTarget and Coremetrics Search Marketing messages and campaigns are defined and planned using Unica Campaign Web Mobile Insights from Retail social media, Store third party Systems websites, Store purchase Deliver custom landing pages with targeted history ,etc messages and promotions via WebSphere Generate demand with Unica eMessage Commerce Precision Marketing (email creation, delivery, tracking Capture responses and refine 16
  • 17. Multichannel Customer Experience –Mobile Optimization 17
  • 18. Start your Social Business Journeywith IBM Social Business AgendaAccelerating the value from connecting people in and outside the organization A Align Organizational Goals & CultureSocial Business G Gain Social Trust E Engage through Experiences N Network Your Business Processes D Design for Reputation & Risk Management A Analyze Your Data Source: “Get Bold: Creating a Bold Social Media AGENDA for Your Business” by Sandy Carter, ISBN: 0132618311, Copyright © 2011, IBM Press 18
  • 19. The Social Business Agenda Strategy Workshopprovides the overall business linkage for successfulSocial Business transformation Business Value Assessment (BVA) AGENDA Solution Strategy Workshop Workshop Day in Value Business the Life Alignment Case/ROI Demo What could What does How can we or should the social financially Can you show What is my we do with a business justify our some part of Social social experience social the solution in Business business look like for business my strategy? solution? us? solution? environment? A G E N D A 19
  • 20. Only IBM has an Integrated Portolio of Software and Consulting Servicesfor End to End Social Business. IBM enables „The tranformative CMO“ Bringing science to the art of digital marketing 20
  • 21. IBM´s own and long Social Business Experiencesmakes it „As simple as possible 4U“ Are the business guidelines for the development of1. Theory and visualized Concepts of Social Business 2. Architectures and Applications to successfully implement Social Business Improves the Implementation Improves the Effectiveness Implementation efficiency Opens the opportunity for a successfull Integration and Implementation of 3. Experiences from the implementation of Social Business 21
  • 22. If something is simplethen you can explain it to others. Albert Einstein Social Business on Pinterest http://pinterest.com/fjonker/social-business/22
  • 23. 23
  • 24. Customer Differentiation: IBM technology powers more Internet Retailer Top 500 sites thanany other Multi-Channel platform Range Rank Company Name 2011 Report 2 Staples Inc. 7 8 Sears Holdings Corp. Liberty Media Corp. (QVC) WebSphere Commerce 14 SonyStyle.com powers over $27 Billion 16 *Costco Wholesale Corp. 21 L.L. Bean Inc. of Internet Retailer 22 Target Corp. 30 *Avon Products Inc. sales in the IR Top 500. Top 33 Redcats USA 100 43 Home Depot Inc., The 45 1-800-Flowers.com Inc. 54 Scholastic Inc. This is over 2x more 56 Abercrombie & Fitch Co. 58 Follett Higher Education Group than our nearest Disney Shopping Inc. 74 85 Northern Tool + Equipment Co. competitor ATG ($12 86 91 Bass Pro Outdoor Online LLC Lowes Cos. Inc. Billion)… 103 Harry and David Holdings Inc. 127 The Childrens Place Retail Stores Inc. 137 Dillards Inc. and more than all of 138 VF Corp. 153 LifeWay Christian Resources our main competitors 164 Coach Inc. 166 Hallmark Cards Inc. (ATG, GSI Commerce, 171 Ritz Interactive Inc. 179 Panasonic Corp. of North America Fry, and Microsoft) 196 Fossil Inc. 200 Borders Direct COMBINED. 214 JoS. A. Bank Clothiers Inc. 238 IKEA.com 240 TimeLife.com Top 247 BJs Wholesale Club Two-thirds of the Top 300 252 Sam Ash Music Corp. 281 Moosejaw Mountaineering 100, and >50% of the 282 Boscovs Department Store LLC 299 West Marine Products Top 250 WebSphere 1800Mattress.com 331 332 Davids Bridal Inc. Commerce sites Top 400 363 366 The Mens Wearhouse Inc. Sterling Jewelers implemented by IBM 376 Bealls Inc. *2012 Go Live Services. 24
  • 25. IBM Integrated Software Solutions Portfolio Software Solutions GroupBusiness Social Industry SolutionsAnalytics Business Commerce Enterprise Content Management Portal Enterp. Marketing Man. Commerce 25
  • 26. Investing to Enable Our Customers• $16B+ in 30+ Acquisitions Since 2005• 10,000+ Technical Professionals 2012 Compensation & Sales Performance Management Supply Chain Optimization• 7,500+ Dedicated Consultants Price & Promotion Optimization• Largest Math Department in Private Industry Advanced Security Analytics Risk and Regulatory Analytics• 27,000+ Business Partner Certifications Social Analytics/Consumer Insight• 8 Analytics Solutions Centers Workload Optimized Systems• Optimized hardware and software offerings Advanced Case Management• 100 analytics-based research assets; Content Analytics almost 300 researchers Decision Management Stream Computing Pervasive Content pureScale pureXML Deep Compression Developer ProductivityAutonomic Operations2005 26
  • 27. New IBM Acquisitions complement and enhance our ability to deliver value to clients Turn information into Financial risk management Financial governance Governance, compliance, Information Optimization risk management insights Master data management Sales Performance Mgmt. Data and document capture Data warehouse appliances Deepen engagement B2B integration, with customers, Web analyticsCloud-based analytics partners, and employees Enterprise marketing Social enterprise Cust. Experience management Threat management Procurement and analytics Mgmt. sourcing Deliver enterprise mobility Mobile computing platform Enable agile business processes and applications BPM for LOB Cloud integration Optimize business infrastructures Enterprise asset managementBusiness Need Network automation Endpoint management Accelerate product and Software testing service innovation for complex systems Manage risk, security, and compliance *acquisitions since 2010 Security intelligence 27
  • 28. IBM´s Integrated Approach for the Mobile Enterprise Platforms Apps • Networks • Smarter Commerce Vodafone • Devices Business • Social Business • OS’s strategy and • BI & Analytics planning • Etc. Process & transaction integrity Full lifecycle solutions Open cross-platform development End-to-end security and management Integration with backend systems, enterprise data and cloud IBM Mobile Enterprise Open Governed Integral 28
  • 29. IBM Mobility Apps for Social Business, Business Intelligence & Analytics andCommerce makes you independent from your workplace 29
  • 30. IBM Software Group,Friedel Jonker, SCL R&CPCareer History and Education2008- today IBM, SCL Retail & CP, Germany, Business Development Manager IBM & SugarCRM, SCL Travel & Transport, Business Development Manager Analytics & PM, Managing Consultant CRM & BI1994- 2008 Deutsche Leasing AG, S-Finance Group, Germany, CRM & BI Business and Program Director1990- 1994 Citicorp-Citibank AG, Germany, European Manager Marketing Database VISA1989- 1990 Ogilvy & Mather Dataconsult, Germany, Consultant Database Marketing1988- 1989 Infas, Germany, LOCAL-Direct Project manager for SRPM with Location Intelligence (LI)1982- 1988 University of Münster, Master of Business Management in Marketing & StatisticsLanguages and Profile German, English (fluent). CRM, BI/LI Strategy Leader IBM GBS Germany. Winner of the Sales Excellence Award 2005 from the University of St. Gallen and Handelsblatt. Broad experience in Planning and Implementing value based CRM & BI/LI Strategy, Processes, Architecture and Systems. Member of the MIT, Member of the Sales Executive Councile and member of Marketing Alumni, University of Münster, Germany 30
  • 31. References –Literature and Presentations 1994-2012Database Marketing (1994-2000)• Neue Informationsqualität für das VISA Kartenmanagement der Citicorp, in: Oracle Finanzwelt, 1994• Database Marketing bei der Deutschen Leasing AG, in: Jahrbuch 2000, Deutscher Direktmarketing Verband e.V.CRM (2001-2007)• Von Database Marketing zum CRM, in: Computerwoche, 19/2001• Customer Relationship Management, Bericht über das Deutsche Leasing CRM-Projekt, in: GoAhead 9/2001, CSC- Ploenzke• CRM – die nächste Generation, Interview mit Friedel Jonker, in: Computerwoche, 33/2002• Mit intelligentem Database Marketing und CRM zu überdurchschnittlichem Markterfolg, in: Cognos- Kundenmagazin• Case Study Präsentation C3M-Eagle, marcusevans, FoCus Gipfel CRM, Montreux, 19.-21. Januar 2003• Erfolgreiches Customer Relationship Management bei der Deutschen Leasing AG, Nordakademie, Elmshorn, e-think-tank, Februar 2003• Konflikte zwischen Vertrieb und Vertrag lösen, in: Praxismagazin für Marktkommunikation der Sparkassen-Finanzgruppe, 2004, 11. Jahrgang, Nr. 5, S 38 ff• CRM und Sales -2 Seiten einer erfolgreichen Verbindung, im Beratungsbrief von http://www.vertriebs-experts.de , 23.03.2005• Deutsche Leasing Gruppe: Mit Siebel/Oracle CRM-System das Neugeschäft jährlich um durchschnittlich 12 Prozent gesteigert, in: Oracle Customer Snapshot Juli 2006• CRM als strategisches Element der wertorientierte Unternehmensführung der Deutschen Leasing AG -7P Programm für erfolgreiche CRM-Programme – Position_Path_Portfolio_Program_People_Progress_Performance, marcusevans, FoCus Gipfel CRM, Montreux, 14.-16. Februar 2007• Case Study CRM bei der DL, in Kundenmanagement –Grundlagen-Strategien-Beispiele von Manfred Krafft, März 2007Multichannel Customer Management (2008-2010)• Vom Callcenter zum Intelligent Multichannel Customer Management Center, IBM Callcenter Circle, Hamburg HASPA, Mai 2008• Business Intelligence und Performance Management in der Finanzverwaltung, IT & Business Messe Stuttgart, October 2009 http://fjonker.wordpress.com/2009/10/12/it-business-cio-des-bundes-bei-ibm-cognos/ , Staatssekretär Dr. Hans Bernhard Beus, CIO des Bundes• Neue Technologien schaffen eine Demokratisierung der Information, Initiative Mittelstand http://www.imittelstand.de/themen/topthema_100288.html , 16.11.2009Integrated Realtime Corporate Management (2010-2011)• Integrierte Echtzeit Unternehmenssteuerung (IEU), IBM Partner Channel Kick Off Berlin, Januar 2010, Salesforce.com Cloudforce2 Frankfurt, März 2010, Teradata Enterprise Intelligence Summit Berlin, April 2010, IBM Partner University-Frankfurt, April 2010, Bechtle Partner Präsentation Mannheim, Juni 2010, FuM Partner Präsentation Stuttgart, Juli 2010• Integrated Realtime Corporate Management (IRCM), IBM Europe & Asia IT Architects University Stuttgart, April 2010• Integrierte Echtzeit Unternehmenssteuerung –IBM Synergy Play, SAP-DSAG Nürnberg, September 2010, IBM ISV Technical Executive Forum Ehningen, Oktober 2010, Institut für BI Stuttgart, Dezember 2010Social Business, Social CRM and Cloud (2011-YYYY)• Die Rolle von Analytics für Social Software Business, IBM Social Business JamCamp, Frankfurt, October 2011• SUGARCRM on IBM Social Business Overview @CeBIT 2012, Hannover, März 2012, IBM Partner Event, Kaprun, März 2012• Social Collaboration and Social CRM in the Secure Cloud today, bwcon: Dialog @IBM 2012, Ehningen, April 2012 31
  • 32. Friedel Jonker Wilhelm-Fay-Strasse 30-34Dipl.-Kaufmann D-65936 FrankfurtSoftware Client LeaderRetail & CP Phone (+49)-69-6645-1227IBM Software Group Fax (+49)-69-6645-5640 Mobile (+49)-160-9638657 Jonker@de.ibm.comMore information from IBM and me. Look at Xing, Linkedin, Youtube,Twitter, Scribd, Slideshare, Lotus Greenhouse and Pinterest. Selection of Companies on my Networks:http://pinterest.com/fjonker/ 3M, Amadeus, Ameriprise, Booz & Company, Citigroup, Daimler, Deutsche Bank, Deutsche Telekom,Join my Networks as Philip Kotler (North.West.Uni), Manfred Krafft (WWU Münster),Thomas H. Davenport (Babson College), Peter Weill (MIT), Jeanne W. Ross (MIT), Deloitte & Touchee, Ernst & Young, IBM, Lufthansa,Andrea Back (St. Gallen), Jon Katzenbach (Booz), Genie Z. Laborde (I.D.E.A.), McKinsey, Nokia, O2, REWE, Samsung, Sears,Daniel Pink, Ross Dawson (AHT) Charles Savage (KEE), Soumitra Dutta (INSEAD) Siemens,Chuck House (Stanford Uni.), Thomas Hutzschenreuter (WHU), Gunter Dueck (IBM), Swisscard, Thomas Cook, TUI, Vodafone, VolkswagenDavid Croslin and other leading Thinkers and Practitioners have already done it. and more.Business is People ☺ 32