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Presentatie E-Shop Expo 2014: IBM_Smarter commerce

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Presentatie 'Smarter commerce' door Jurgen Levels van IBM tijdens E-Shop Expo op 19 en 20 maart in Tour & Taxis Brussel.

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  • [Slide 4 – Welcome]
     
    Start video: IBM_SmarterCommerce_ChiefExecutiveCustomer.mp4
     
     
    Welcome- Welcome to you all –
     
    Welcom for being here.
    And thanks for still being here
    while we are getting closer to the end of those two long
    but beautiful days here on E-Shop Expo.
     
    I am thrilled to be here with all of you in Tour & Taxis, a beautiful and fully restored former industrial warehouse in Brussels.
     
    I hope you are still enjoying it as I do and
    I bet you probably have seen and heard a lot of great idea’s, gained new insights
    and maybe made new business friends during the sessions of your choice or even at the floor.
     
  • So, I spend 99% of my time with clients that are rethinking their business and help them in the decisions and actions in their journey
    to improve customer loyalty, profitability and agility.
  • [Slide 5 - Intro after CEC video]
     
    I Like the intro video just shown for two reasons
     
    First, It illustrates where we are today in the evolution of commerce.
    Second, I like the movie because it helps me to introduce my topic here
     
    I believe being in business is about being essential.
    These are big words.
    In fact, being in business
    is about making yourself relevant and interesting.
     
    Think about amazing fire swords juggling.
    You might find it, just like I do very interesting,
    but it might be absolutely not relevant for you for various personal reasons.
     
    In my opinion, and hope you agree –
    this is so fundamentally important to acknowledge
    when you’re dealing with your clients in your online and offline world.
     
    In the next 20-30 minutes I will be taken you on a journey to Smarter Commerce
    that puts the customer in context based on three key principles of
    1/ Understanding your customer, while putting your customer in context
    2/ Connect with them to deliver what and when they need it
    3/ Engage with them at the right time, place and manner
     
    I see it as my job here to give insight in
    1/ Why – I think it matters: that it will delighting your clients,
    2/ How – you can creating a system of satisfaction
    3/ What – are the choices at stake to drive commercial success
  • [Slide 6 – Personalization facts]
     
    Let’s talk about the chief executive customer, the customer in context if you like.
     
    Today’s customer are everywhere and
    they are either thinking of you,
    talking about you, or
    ignoring you.
     
    There are so many sites of your customers.
    Customers want to be treated as individuals
    and now we can do that in very compelling,
    persuasive, and pervasive ways,”
    This level of personalization is something that customers are begging for. Our research shows that 9 out of 10 people want this, and are willing to spend 20 minutes to set up their personal information to help retailers give them a better experience
    And yet!...only 32% of the enterprises surveyed claim to be able to leverage this and engage with customers as individuals
  • [Slide 7 – Helping vs Selling]
     
    So what does that mean ?
    And why is it so relevant?
     
    So to me, I believe, “If you know so much about your customers that you can have relationships with them that transcend the transaction, you can actually focus on helping them.”
     
    Like Jay Bear, a marketing strategist in the US once said:
    Because the difference between “helping” and “selling” is just two letters—and “in modern business, those two letters make all the difference,”
     
    Indeed, you can sell something and make a customer today.
    But if you help someone you can create a customer for life.
     
     
     
    When doing this right, you actually creating Moments of Engagement.
     
    Moments of Engagement.
    My take away here is that precise moment when we as individuals, consumers lean in.
    Leaning into a discussion that is occurring and we become interesting in something.
     
    You and I now this
    But how do you get your company, your enterprise, your business
    To do this at scale and repeatable way?
  • [Slide 8 – My Restaurant]
     
    Speaking of being a regular – I’d like to tell you about a small restaurant which I love called the Da Lidia.
     
    It’s in Maasmechelen here in Belgium.
    It is there since 1973.
    And the food is great
    but what makes the difference is their hospitality.
     
    They remember me – “Welcome back Mr. and Mrs Levels,
    and good to see your little boy and girl”.
     
    Last time I was there
    the Chef,
    Chef Bert
    had me try his homemade tagliatelle with lobster
    and it was fantastic –
    I can’t wait to go there again.
     
    Chef Bert and his wife Elvira expect us on
    Friday nights,
    and they have the kids’ favorite homemade
    soda ready
    when we arrive
    which makes them happy
    and sets the tone for a great family night out.
     
    In some ways though,
    this was a lucky accident.
     
    I discovered the restaurant on my own and without much thought.
     
    I returned almost accidentally
    but very quickly they
    came to recognize me,
    and cater to me personally.
     
    Along the way,
    I’ve been upsold
    and cross-sold
    farm-to-table specials,
    paired-wines and deserts more ways than I can remember.
     
    But I feel good about it.
  • [Slide 9 – Facts to Maximize a Moment]
     
    Leaving this to chance
    is not something
    any of us here today
    can afford to do.
     
    We can’t rely on our customers to find us on their own,
    or to invest their time with us of their own volition or willpower so to say
     
    And the customers just expect more.
     
    They expect companies
    to understand them,
    connect with them,
    and engage them.
     
    Listen and learn from them and deliver back something value at precisely the right time and place.
     
    Be intuitive and consistent and you’ll be rewarded.
     
    So our challenge is how can we consistently build that relationship,
    personalize it – at scale.
     
    How can we do it in the here and now,
    with intent and purpose,
    without relying on chance?
     
    So let’s talk about LEADERS who maximize a moment.
     
    They understand their customer,
    in the specific context of the interaction
    and have the
    customer’s attention – regardless of who
    initiated it, take the next best action.
     
    They answer a question;
    present an offer;
    complete a transaction.
     
    In short,
    they meet the customer’s need.
     
    When you get it right, you know it,
    it feels good for everyone and forms a virtuous circle
  • [Slide 10 – Ana, maximize a moment]
     
    Look at Ana here.
     
    She’s a friend of my colleague,
    and also one of our customers,
    from Argentina.
     
    She was visiting
    Los Angeles
    and this is the moment when she discovered her favorite beer was available in Los Angeles.
     
    Look at her reaction – pure joy!
     
    That’s the expression
    you want to put on all of your customer’s faces.
     
    That moment was created by sending her an alert letting her know her favorite beer had just been released in California
    was available nearby.
     
    A maximized moment by delivering the right piece of information
    at the right time
    and in the right location.
     
    This is critically importantly,
    because strong connections turn loyal customers into advocates.
     
    And in this new mobile,
    social world,
    advocacy is critical
    to all businesses
     
    To achieve this,
    you need an adaptive,
    responsive value chain
    to ensure you can deliver;
    at the right moment,
    in the right place,
    at the right price
  • [Slide 11+12 – Caterpillar – UNDERSTANDING]
     
    During those last two days
    you probably have heard about how leaders today are meeting this challenge...
     
    and if not I’ll be available to you
    and happy to share some more examples and ideas
    with you after this session or any later moment you wish.
     
    Let me tell you about Caterpillar
    how they are
    making the connection
    in context,
    and driving real results -- right now!
     
    Caterpillar’s traditional sales approach was
    “face-to-face”.
     
    Dozers, Excavators
    and mining shovels
    big sales,
    made through their network of dealers
    and partners that are done one handshake at a time
     
    But Caterpillar understood that the new generation of customers are online
    and they needed to connect with these new or dormant customer
    without a physical handshake
    but it’s digital equivalent.
     
    So they made a change and now go where these customers are
     
    * They go beyond search,
    social media and syndication
    by reaching out to existing,
    new, and small or inactive customers
     
    * They engage these customers in a dialog
    and where they can,
    provide expertise
    that gently guides them to a caterpillar solution.
     
    * They personalize interactions based on a customers ownership status or fleet information
     
    At the right moment
    they transition customers to dealer sales;
    and provide the dealer with a profile of the
    buying considerations
    they have learned about
  • And they don’t stop there…
    Because businesses
    don’t buy these machines every day the
    post-purchase experience is essential.
     
    They provide
    great support by,
    for example,
    letting customers order replacement parts
    using their mobile device and the QR Code
    on the physical part
     
    It’s this digital handshake that links marketing to sales to service
    and creates strong,
    rich relationships
    that deliver customers
    the premium,
    online experiences
    they expect
  • [Slide 13+14 – ING Direct, small sacrifices – CONNECT]
     
    Let me share a story from a company in a very different business,
    consumer banking –
    ING DIRECT Canada
    has to meet the
    rising expectations of
    1.8 million
    digital customers
     
    They’ve started the Orange Snapshot initiative,
    which is designed to provide each customer greater control of their accounts
    in their increasing mobile and social lifestyles.
     
    ING Direct’s mission is helping customers save --- so they have found a
    great way to do that.
  • They have enabled a mobile and social app
    that gives the customer
    a complete and
    simplified view
    of all their accounts,
    along with bill payment and email money transfers,
    in two easy clicks.
     
    All this from a
    single mobile connection and integrated with the social environments
     
    But,
    that is almost table stakes these days.
     
    They have gone 1 step further
     
    They chose to connect to that moment where you’re about to buy something but because you’re saving for something more special,
    you choose not to.
     
    You sacrifice that cup of coffee or music download for something better.
     
    Through their app
    SMALL SACRIFICIES
    you mark that moment
    and move the money saved into an account
    and share the moment and saving with your network of friends.
     
    Because perhaps
    you’re saving for something together
    one small sacrifice or transaction at a time.
     
    Connecting with clients like this allows
    ING DIRECT Canada
    to serve their customer
    in context –
    again and again.
     
    It’s making a difference
    for customers,
    and a difference for ING’s bottom line
  • [Slide 15 – Costco Wholesale - ]
     
    Speaking of savings –
    you should check the
    Costco rebate check from
    my colleague Craig, a good friend of mine!
     
    Of course what this
    really means is that his family shops there a lot.
     
    As Craig told me they’ve bought everything from
    TV’s to his contact lenses there.
     
    In fact, a few weeks ago he bought
    a years’ worth of contacts --
     
    If you check out Costco Wholesaler’s website
    you’ll figure out they sell almost everything
    But did you know that
    “Costco Optical” ranks as the fourth-largest optical company in the US?
     
    Costco has been on a Smarter Commerce journey with us for
    some time now.
     
    They recently
    re-platformed
    and re-architected their on-line store to our commerce solution,
    and saw immediate benefits.
     
    Online revenue is up and they now have a platform
    that will allow them to scale and perform
    to meet their ever growing sales projections
     
    In fact,
    they are in the middle of a multi-year strategy
    to modernize
    their business – to scale and continue their growth.
     
    This includes transforming their front and back office,
    their supply chain --
    as well as in-store and online experiences for
    64 million members....
     
    ...so they can master regional and seasonal variations,
    add new lines of business,
    and deliver a huge array of products and services
    at the right time
    and the right place.
     
    And, as a part of that transformation,
    they recently adopted a cloud strategy -
    with a (IBM Sterling) B2B integration solution -
    they can seamlessly integrate with their supplier network
    and ultimately
    serve customers better
     
    So with this rebate check in my friend, Craig’s hand
    – Costco has clearly connected with him as their customer
    – personally and profitably!
  • [Slide 16 – KLM – Personal Care & Engagement]
     
    Another great example of - a maximized moment – is delivering the right piece of information at the right time and in the right place. 
     
    If you have ever been delayed, frustrated and stuck at an airport,
    you know what a nightmare that can be
    and all you need is a little piece of information.
     
    This is what started happening since the ash cloud incident happened in 2011
     
    AirFrance KLM recognized this as an opportunity to seize the moment
    and turn a frustrating situation into a positive moment of engagement.
     
    Working together, the marketing and customer service teams
    deployed a marketing system which informs and alerts their customers –
    in near real time for flight delays, cancellations, gate changes
    and additional check in options that customer may have.
     
    To show that personal connection,
    AirFrance KLM chose to provide this customer service,
    delivered via mobile messages,
    at key points along the customer journey.
     
    As a result,
    the number of customer calls have dropped
    and the cost of handling individual calls has decreased dramatically.
    And, their customers open and click rates have increased
    because they have become a trusted source of valuable information
    at the right moment.
     
    So, AirFrance / KLM started their
    smarter commerce journey by Investing in
    1/ Social media & webcare (Understand)
    2/ Service program (Connect)
    3/ And next a Loyalty Program (Engage)More personalized engagement
    First through SMS and eMail,
    Next step is mobile
    sending push messages,- offering location based services- local travel tips- parking information
  • [Slide 17 – thumps up or down]
     
    This is not simply a vision of the future,
    this is happening right now
     
    Brands that are not focused on the customer experience are falling behind …
     
    whereas - brands that are engaging with their customers are seeing results
     
    But what does it take to be engaging and provide an outstanding customer experience?
  • [Slide 18 – Understand, Connect, Engage]
     
    Working with hundreds of industry leading clients
    we have seen three key best practices emerge:
     
    First they develop a deep contextual understanding of the customer across all interaction channels.
     
    Observing and understanding the customers’ journey,
    predicting their needs and next steps –
    like Caterpillar did
    with parts and services
     
    Second they Connect with their customers
    and their value chain,
    through integration with suppliers,
    trading partners
    and service providers
    to deliver exactly
    what the customer needs,
    when they need it.
     
    To do this,
    leaders are taking an integrated approach to procurement
    and supply chain
    to marketing to selling
    to service,
    inside and outside
    their organization.
     
    Like Costco does with contact lenses for my friend.
     
    And finally they orchestrate the act of engagement –
    using the customer’s preference and journey,
    they present the
    most appropriate offer,
    content,
    and experience in context – at the right time,
    place and manner.
     
    This is so much more than a like,
    a follow or a tagged note – it is about being deeply engaged – being of service to their customers and helping them wherever they are on their journey –
    like ING does with
    Small Sacrifices.
    Or AirFrance / KLM with their Personal Care & Loyalty Program
  • [Slide 19 – SmC wheel: Buy, Market, Sell, Service]
     
    Whether you are in procurement,
    supply chain,
    marketing,
    sales or customer service,
    you know the value of
    truly productive engagement with customers,
    vendors and suppliers
     
    The challenge is,
    how do you approach
    that systematically,
    and at scale?
     
    How do you build a System of Satisfaction,
    if you will?
     
    Well, it should have these attributes:
    an adaptive and optimized procurement and
    supply chain;
    a targeted and personalized marketing message or offer;
    a seamless,
    omni-channel customer engagement;
    and flawless customer service that anticipates and delivers –
    even predicts what your customers want
  • [Slide 20 – Embed Social, Mobile, Cloud, BigData & Analytics]
     
    We’ve touched on all of these best practices
    and believe they are so relevant in maximizing the moment
    and delivering a system of satisfaction,
     
    but let’s drill down
    a little further
     
    We’ve found that there are key areas that leading companies are leveraging to fuel their the buy,
    market,
    sell and service processes.
     
    They are using big data and analytics (2x) applied to
    mobile;
    social;
    and cloud
    in predictive and cognitive ways
  • [Slide 21 – BigData & Analytics]
     
    Big data and analytics are crucial to understand who your customers are – their behaviors,
    intentions,
    preferences and needs.
     
    One of our offerings,
    (IBM Tealeaf,)
    enables you to create
    a map of your customer’s actual online and mobile experience.
     
    Not the one you think they have – the one they actually do have.
     
    You’d be surprised how much your customers struggle every day in dealing with you.
     
    Simple changes in areas identified by the
    (Tealeaf) online customer experience heat-map
    remove that struggle.
     
    Make those changes
    and you’ve a
    better chance of a delighted customer.
     
     
  • [Slide 22 – Mobile]
     
    Mobile has changed the landscape.
     
    Consider that on average 370,000 babies are born everyday in the world.
     
    On average 370,000 iphones sold everyday in the world.
     
    We all know no-baby
    is average
    but we all know many mobile experiences are.
     
    So we helping to make those experiences better .
     
    With our marketing solution (IBM Unica )
    you can create
    mobile centric marketing campaigns
    that have personalized and targeted messages and offers.
    As we’ve seen in the AirFrance / KLM case.
     
    And, for selling,
    There are (Websphere Commerce has) starter stores available optimized for specific mobile devices
    that actually use the device technology with
    location based services,
    bar code scans,
    voice search,
    and much more…
     
  • [Slide 23 – Social]
     
    The third critical component of customer engagement is Social.
     
    For this we have seamless integration to social sites for your marketing and selling.
     
    With (our latest offering,)
    social media analytics,
    can tell you what is trending before it makes it into the main stream.
     
    By analyzing
    social sentiment as it relates to your brand,
    it transforms
    unstructured data into valuable insights
    that businesses can use
    to determine
    commerce strategies.
  • [Slide 24 – Cloud]
     
    And finally,
    let’s look into the Cloud.
     
    More and more businesses are looking to Cloud solutions – and specifically “Software as a Service” -- to accelerate their business and transform the customer experience.
     
    Today’s (IBM Smart-) Cloud solution for Smarter Commerce helps businesses drive revenue growth and improve margins by finding new ways to reach customers and collaborate across the value chain.
     
    It enables you to gain deeper insights into customer behavior by analyzing data from multiple sources in the cloud.
     
    All to help accelerate
    your journey and leverage the power of cloud economics
  • [Slide 25 – Fully Engaged Customers]
     
     Using the three best practices of “understand”,
    “engage”,
    and “connect”,
    and addressing the four key areas of analytics,
    mobile,
    social,
    and cloud,
    you’ll be able to build that System of Satisfaction.
     
    You’ll be able to match the speed of your customers – the speed of life
     
    This isn’t just theoretical.
     
    Companies that are implementing this are already seeing results.
     
    For these leaders,
    Smarter Commerce means:
    increased customer base;
    improved efficiency;
    stronger ROI; (not for the return on the buying solution, but on cost incurred or returns they’re forgoing by failing to act on the opportunity)
    and improved customer loyalty
     
     
    Customers are willing to reward organizations
    that knows them this with loyalty,
    share of wallet and endorsements.
     
    Engaged customers are willing to pay
    almost a 25% premium over average customers (think of my restaurant experience)
     
    They visit a company’s website 2X as often and purchase more when they are there
     
    According to Harverd Business Review (HBR) a 1% customer sat = 4.6% market value
     
    But to accomplish this it is going to take a different approach to the problem….
    A cognitive approach -> if you’re interested to hear I invite you to have a separate conversation
     
    Sources:
    Most Engaged Customers 2010 - Overall Consumer Sector Report. PeopleMetrics. 2010.
    http://www.peoplemetrics.com/resources/2010_MEC%20Overall%20Report.pdf
    1% customer sat = 4.6% market value gain: AMA – Journal of Marketing / January 2006 - Customer Satisfaction and Stock Prices: High Returns, Low Risk. http://terpconnect.umd.edu/~smithas/papers/mithascsstkprice2006.pdf
  • [Slide 26 – ING NBA Ref.]
    ING understands, present an offer and completes a transaction more often with their “Next Best Action”
  • [Slide 27 – Wehkamp Personal Retargetting Ref.]
    Wehkamp increased their online commerce through Personalized Retargetting
  • [Slide 28 – SmC Wheel, flat - Final]
     
    It’s our mission to help building that system of satisfaction by providing the right tools and support.
     
    It is about Engagement that is at the core of e-commerce
    and a fundamental reason why IBM created Smarter Commerce.
     
    Smarter Commerce is a process, a journey, NOT a project!
     
    It is there to help customer showing excellence in every category
    From sourcing and
    vendor management
    to marketing management.
     
    From customer
    and web analytics
    to eCommerce
    and application integration.
     
    With Smarter Commerce you can --
    like my favorite restaurant --
    ‘welcome back’
    your customers...
     
    ‘welcome’ your partners and suppliers...
     
    ‘welcome’ new customers...
     
    and maximize the moment.
     
     
    So what do you need now to “Get more out of YOUR (online) commerce?”
     
    And how do you Maximize a moment ?
     
     
    ----
    Over the last 3 years we’ve invested over $3B,
    including acquisitions,
    of best of breed solutions for procurement,
    supply chain,
    marketing,
    commerce and customer service solution providers to create a portfolio of integrated solutions
     
    ----
  • I hope you enjoyed the moments in this talk –
     
    And like to thank for your interest and investing your time
  • It is my pleasure and honor to help where ever I can.
    If you like to engage, please send me a mail, LinkedIn or twitter message.
     
    Thank you!
  • Presentatie E-Shop Expo 2014: IBM_Smarter commerce

    1. 1. © 2014 IBM Corporation1
    2. 2. © 2014 IBM Corporation2 Jurgen LevelsJurgen Levels IBM BelgiumIBM Belgium
    3. 3. © 2014 IBM Corporation3 GETTING MORE OUT OF YOURGETTING MORE OUT OF YOUR (ONLINE) COMMERCE BY(ONLINE) COMMERCE BY BUILDING AND DELIVERBUILDING AND DELIVER ON A SYSTEM OF SATISFACTIONON A SYSTEM OF SATISFACTION
    4. 4. © 2014 IBM Corporation4 BUILDINGBUILDING A SYSTEM OF SATISFACTIONA SYSTEM OF SATISFACTION
    5. 5. © 2014 IBM Corporation55 © 2014 IBM Corporation
    6. 6. © 2014 IBM Corporation6 90% 32% Source: IBM Institute for Business Value and Center for Applied Insights 6 © 2014 IBM Corporation
    7. 7. © 2014 IBM Corporation77 © 2014 IBM Corporation
    8. 8. © 2014 IBM Corporation88 © 2014 IBM Corporation
    9. 9. © 2014 IBM Corporation9 of consumers trust earned media think social will improve forecasts of B2B buyers put the most weight on what the people they know and trust say about companies and products Source: Nielsen Jan 2012; Aberdeen Mar 2012; Forrester Dec 2010 9 © 2014 IBM Corporation
    10. 10. © 2014 IBM Corporation1010 © 2014 IBM Corporation
    11. 11. © 2014 IBM Corporation1111 © 2014 IBM Corporation
    12. 12. © 2014 IBM Corporation1212 © 2014 IBM Corporation
    13. 13. © 2014 IBM Corporation1313 © 2014 IBM Corporation
    14. 14. © 2014 IBM Corporation1414 © 2014 IBM Corporation
    15. 15. 15 © 2014 IBM Corporation15 © 2014 IBM Corporation
    16. 16. © 2014 IBM Corporation16 © 2014 IBM Corporation16
    17. 17. © 2014 IBM Corporation1717
    18. 18. © 2014 IBM Corporation18 Understand Understand your customer and their intentions Connect Connect with your customers and your value chain Engage Engage at the right time and place with the best action 18
    19. 19. © 2014 IBM Corporation1919 © 2014 IBM Corporation
    20. 20. © 2014 IBM Corporation2020 © 2014 IBM Corporation
    21. 21. © 2014 IBM Corporation21 BIG DATA & ANALYTICS 21 © 2014 IBM Corporation
    22. 22. © 2014 IBM Corporation22 MOBILE 22 © 2014 IBM Corporation
    23. 23. © 2014 IBM Corporation23 SOCIAL Februari 2014 March 2014 23 © 2014 IBM Corporation
    24. 24. © 2014 IBM Corporation2424 © 2014 IBM Corporation for the C-SuiteCloud Suite
    25. 25. © 2014 IBM Corporation25 FULLY ENGAGED CUSTOMERSFULLY ENGAGED CUSTOMERS SPENDSPEND andand RECOMMENDRECOMMEND 3x3x 2x2x MOREMORE Customer SatCustomer Sat Market Value GainMarket Value Gain == 25 Sources: AMA, PeopleMetrics, HBR
    26. 26. © 2014 IBM Corporation2626 © 2014 IBM Corporation Response Rates UpResponse Rates Up 3x3x Annual Cost ReductionAnnual Cost Reduction 35%35% Lead Time fromLead Time from 2121 toto 44 weekweek NG Delivers “Next Best Offers” in real timG Delivers “Next Best Offers” in real tim
    27. 27. © 2014 IBM Corporation2727 © 2014 IBM Corporation Targetted BannersTargetted Banners Better ROIBetter ROI Better CTRBetter CTR Wehkamp Personalized RetargettingWehkamp Personalized Retargetting 68%68% 67%67% 271%271% 23%23% 15x15x 5x5x Personalised eMailsPersonalised eMails Higher openrateHigher openrate Higher CTRHigher CTR Less opt-outLess opt-out Higher Sales-per-sendHigher Sales-per-send
    28. 28. © 2014 IBM Corporation2828 © 2014 IBM Corporation
    29. 29. 29 © 2014 IBM Corporation Thank for your interestThank for your interest and investing your time !and investing your time !
    30. 30. 30 © 2014 IBM Corporation Jurgen LevelsJurgen Levels Business Development ExecutiveBusiness Development Executive IBM BelgiumIBM Belgium +32 (0) 475 924 743+32 (0) 475 924 743 Jurgen_Levels@be.ibm.comJurgen_Levels@be.ibm.com http://www.linkedin.com/pub/jurgen-levels/0/66a/b89http://www.linkedin.com/pub/jurgen-levels/0/66a/b89 https://twitter.com/JurgenLevelshttps://twitter.com/JurgenLevels http://www.rethinkyourcustomer.com/http://www.rethinkyourcustomer.com/ It is my pleasure and honor if I can help you…It is my pleasure and honor if I can help you…

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