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Debunking the E-Commerce Myths


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Debunking the E-Commerce Myths

  1. 1. Debunking the Debunking theE-Commerce Myths:Addressing Common Misperceptions to Take E-Commerce to the Next Level© 2013 Ariba, Inc. All rights reserved.
  2. 2. #AribaLIVEPresenters• Tammy WagnerAccount ManagerSHI International Corp.• Joni AndersonDirector of Digital Commerce Business RelationsOfficeMax Workplace℠• Ken RedlerCTOcSubs© 2013 Ariba, Inc. All rights reserved.2
  3. 3. #AribaLIVEECOMMERCEDISINTERMEDIATES MEFROM MY CUSTOMERTammy Wagner, Account Manager, SHI International Corp.© 2013 Ariba, Inc. All rights reserved.3
  4. 4. #AribaLIVEAbout me© 2013 Ariba, Inc. All rights reserved.4• Responsible for managing andsupporting 18 Enterprisecommercial customers• Worked extensively with SHI’scustomers to help themunderstand the ecommerce optionsthat SHI offers• Work closely with SHI’s eCommerceteam to provide first class customerservice while keeping the customers’best interest in mind.• My consultative approach to accountmanagement resulted in AGCOdoubling their spend withSHI and triple their transactions.
  5. 5. #AribaLIVEAbout SHI InternationalGlobalprovider of IT Products,Servicesand Solutions24th Anniversary in Nov, 2013!• 100% Organic Growth (30% CAGR) since 1989$ 5 Billion+ Projected Revenue in 2013• $ 4.4B ‘12 (+16% vs ’11); $3.8B ‘11 (+28% vs ‘10)• Doubled revenue and headcount since 2009Expertise & Proven Track Record• Largest Enterprise VAR in N. America• Largest global SW VAR / Licensing Expertise• Best Value in commodity IT (Best Price)• Extensive Value Solutions & Portfolio• Innovative IT Asset Management Solutions• Next Generation Cloud Platform• Largest Woman & Minority owned Businessin North America - same ownership for 24 yrs© 2013 Ariba, Inc. All rights reserved.5
  6. 6. #AribaLIVEJourney to E-Commerce© 2012 Ariba, Inc. All rights reserved.6• Started back in the mid-90’s to help manageorder volume and streamline processes• First motivations to keep customershappy and costs down.• E-Commerce fit into company culture:very efficient, very effective• I would not have control and Servicewould not meet expectations!!!!• How would it impact myrelationships with my customers?• It was Scary!
  7. 7. #AribaLIVEChallenges and Obstacles© 2013 Ariba, Inc. All rights reserved.7eCommerceLearn TalkCounterparts aboutexperience andcustomer satisfactionDiscussCapabilities withcustomers
  8. 8. #AribaLIVEResults© 2013 Ariba, Inc. All rights reserved.8Performance againstoverall Key PerformanceIndicators/metricsWhat do ourcustomers say?See SHI as more of avalued partnerHow we didSunTrustAGCOIncrease sales andvolume of transactions
  9. 9. #AribaLIVELessons Learned &Recommendations© 2013 Ariba, Inc. All rights reserved.9I can’t be afraid ofchange. I’m open tolearning to helpimprove ourcustomer’sexperience andprovide a higherlevel of service.
  10. 10. #AribaLIVEECOMMERCE SHOULD BEMANAGED BY IT, NOTMARKETING AND SALESJoni Anderson, Director of Digital Commerce Business Relations,OfficeMax Workplace℠© 2013 Ariba, Inc. All rights reserved.10
  11. 11. #AribaLIVE$6.92B companyVisit www.officemaxworkplace.comOver 30,000 associates world wideOffice products, furniture, technology and managedprint services© 2013 Ariba, Inc. All rights reserved.11
  12. 12. #AribaLIVEOfficeMax and Ariba© 2013 Ariba, Inc. All rights reserved.12
  13. 13. #AribaLIVE© 2013 Ariba, Inc. All rights reserved.13787980818283848586872008 2009 2010 2011 201274%76%84%85%86.9%% of E-CommerceLinesPercent Digital TransactionLinesDigital Growth at OfficeMax
  14. 14. #AribaLIVE© 2013 Ariba, Inc. All rights reserved.14eCommerce Is an Evil Monster With Many Heads
  15. 15. #AribaLIVEENTER THE “CDO”© 2013 Ariba, Inc. All rights reserved.15
  16. 16. #AribaLIVE© 2013 Ariba, Inc. All rights reserved.16Source: Forrester Research, June 2012Where Do You Fit in the Stages of B2B eCommerce Maturity?
  17. 17. #AribaLIVE© 2013 Ariba, Inc. All rights reserved.17Will You BeDraggedKicking andScreaming?
  18. 18. #AribaLIVEECOMMERCE REQUIRES ASIZABLE IT BUDGETKen Redler, CTO, cSubs© 2013 Ariba, Inc. All rights reserved.18
  19. 19. #AribaLIVEAbout Me• CTO and a Partner at cSubs• With the firm since 2004• Previously owned a web applicationdevelopment company• Responsible forTechnology strategyNew product developmentIntegration projects© 2013 Ariba, Inc. All rights reserved.19
  20. 20. #AribaLIVEAbout cSubs• Small Business• 30 Years of Experience• Technology FocusOur differentiator and competitive advantage• Clients across Multiple IndustriesMany in the Fortune 500: Banking, Accounting, Healthcare &Pharma, Advertising & PR, Media, Manufacturing• Award-Winning Woman-owned BusinessFortune 5000 Fastest Growing, WBE Certified,WBENC Star Award© 2013 Ariba, Inc. All rights reserved.20
  21. 21. #AribaLIVEAbout cSubs• Knowledge Resource Management:Managing the flow of information into the organization© 2013 Ariba, Inc. All rights reserved.21
  22. 22. #AribaLIVE© 2013 Ariba, Inc. All rights reserved.22
  23. 23. #AribaLIVE© 2013 Ariba, Inc. All rights reserved.23
  24. 24. #AribaLIVEThe cSubs Timeline© 2013 Ariba, Inc. All rights reserved.24
  25. 25. #AribaLIVEThe Myth• Requires a big-company budget• Requires a large team• Requires too much time© 2013 Ariba, Inc. All rights reserved.25
  26. 26. #AribaLIVEWe alsoexpectedcomplexityto be aconcern…© 2013 Ariba, Inc. All rights reserved.26
  27. 27. #AribaLIVEThe Journey• Why did we jump in?CustomersOpportunityRFPs© 2013 Ariba, Inc. All rights reserved.27
  28. 28. #AribaLIVEWhat Did We Expect?• We found early procurement systems to beBuggy and poorly designedTime consuming and difficult to work withPoorly documented and supported• When a customer eventually came to usrequesting Ariba integration:Here we go again!© 2013 Ariba, Inc. All rights reserved.28
  29. 29. #AribaLIVESo, What about That Budget?© 2013 Ariba, Inc. All rights reserved.29
  30. 30. #AribaLIVEWhat Did We Get?• Equal footing with other larger vendors• New implementation is now a known quantity• Building institutional knowledge• Every implementation starts at the 20 yard line• Lets us focus on what we do best• A stable architecture on which we have been ableto start building new services© 2013 Ariba, Inc. All rights reserved.30
  31. 31. #AribaLIVEWhy Was the Journey Easier thanExpected?• Good documentation and support• Well-architected approach• IntermediationWe build to an interface, the buyer builds to an interfaceQueuing, retrying, testing, punchout simulator• Far fewer person-hours than we had plannedRate-limiting steps usually revolve around the buyerPart of a project manager’s time, periodic developertime, rarely more than ten developer hours per weekduring an implementation© 2013 Ariba, Inc. All rights reserved.31
  32. 32. #AribaLIVEFrom Myth to Opportunity© 2013 Ariba, Inc. All rights reserved.32
  33. 33. #AribaLIVEBuilding a New Service• Licensed Content ManagementFastest-growing segment of the marketThe future of knowledge resource management• Existing Ariba integration framework allows:Easy deployment of new web-based services to existingintegrated customers: leveraging the flat curveIncreased customer comfort with known environmentSingle sign-on, PunchOutExposure to the Ariba Buyer marketplace can simplify andaccelerate the new service go-to-market strategy© 2013 Ariba, Inc. All rights reserved.33
  34. 34. #AribaLIVEClaritySneak Peak • Web-based Management Interface• Advanced Purchase Decision Analytics© 2013 Ariba, Inc. All rights reserved.34
  35. 35. #AribaLIVETake the Journey• If you already have an e-commerce site and a soundtechnical architecture, you’re well on your way• Less initial development effort than you might expect• Much less ongoing maintenance than you might expect• Market Opportunity• Decreasing marginal cost of new integrations• Consistency by intermediation© 2013 Ariba, Inc. All rights reserved.35
  36. 36. #AribaLIVEThank You!© 2013 Ariba, Inc. All rights reserved.36
  37. 37. Questions?© 2013 Ariba, Inc. All rights reserved.
  38. 38. #AribaLIVEPlease Complete Session SurveyGo to Surveys© 2013 Ariba, Inc. All rights reserved.38Select SessionClickChoose oneRate SessionThank you for joining us