Agenda   Welcome   Adobe & Customer Experience Management   Introducing the Adobe Digital Enterprise Platform   Custom...
The Digital Race for CustomersWinning with Web Experience Management from AdobeDieter Hovorka | Solution Consulting EMEA
Adobe‘s Customer Experience SolutionsBUSINESS                    Adobe Customer Experience Solutions         Web        So...
Changing the world                                                                  through digital                       ...
WEM helps solve Key Industry Challenges    Retail Banking         Healthcare             Retail         Public Sector /   ...
Customers are spending more time and money across digitalchannels                                                     $   ...
Enterprises need to react faster to protect and elevate brandInformation and opinions about your brand andenterprise trave...
Enterprises need to react faster to protect and elevate brandInformation and opinions about your brand and enterprisetrave...
Enterprises need to react faster to protect and elevate brandInformation and opinions about your brand andenterprise trave...
The web channel will become the mobile channel  Desktop Users               Mobile Users   Mobile by 2013 will            ...
The web channel will become the mobile channel  Desktop Users               Mobile Users   Mobile by 2013 will            ...
2013: The web channel will become the mobile channel  Desktop Users               Mobile Users   Mobile by 2013 will      ...
Enterprises are in a digital race to attract and engage customers5 Critical Elements                                    Mo...
5 critical ways Adobe WEM positions you dominate the digitaldomain    Built on the Adobe Digital                      Mobi...
Web Experience Management deliver concrete enterprise value    BUSINESS                   DEVELOPERS                      ...
5 critical ways Adobe WEM positions you dominate the digitaldomain                                             Mobile and ...
Global Brands driving Customer Experience with WEM Automotive    Media      &Entertainment    Life  Sciences  Financial  S...
Metra Rail‘s Website Goes Multichannel        Challenges                              Solution                            ...
Targeted Online Experiences – In the Cloud        Challenges                               Solution                       ...
Mission Impossible                     Skype’s Challenges                         Dramatically Increase Revenues         ...
Aristoteles Onassis said once: „don’t run     after money, you need to go towards the                     money.“21
How to win big with WEMObjective: Select 1 of your top suspects and plan the engagement strategy          Identify Target ...
?? ?23
ADEP Web Experience Management
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ADEP Web Experience Management

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Presented in November 2011 in Riyadh / Saudi Arabia to the Enterprise partner community.

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  • 9:30        Welcome9:40        Adobe in Customer Experience Management10:00     Introducing the Adobe Digital Enterprise Platform10:20     Break10:40     Customer Experience Solutions11:00     Vertical approaches for CEM11:20     Break11:40     Sizing and Licensing12:00     Break12:30     Partnering with Adobe13:00     Closing comments
  • Currently have traction in these, but will also profile paychex LOB sale in session
  • Integrated solution on a unified platform. Not separate components
  • Integrated solution on a unified platform. Not separate components
  • Audi (Automotive): R8 community siteMetra (Transportation): Mobile promotions, location based ads RosettaStone (Language Learning Software): Targeting features boost conversion ratesBoehringerIngelheim (Pharma): UPC Broadband (Communications/CableTV): WCM / SiteCatalyst Integration
  • Nov 2011:Metra operates all commuter rail operations in Northeastern, Illinois. Metra has 11 separate lines from Chicago serving over 240 rail stations.702 Trains each day322 100 Weekday passengers85 039 600 Annual passenger tripsNew Capabilitie for Metra:Multi-channel Delivery: Email, Social Media & MobilePersonalization eCommerce IntegrationReal-time notification integration across multiple web experiencesMetra Success Metrics:Speed to Market: 90 days to launch of new siteIncrease in website activity: 40,000 unique visitors per dayPeak site traffic: 80,000 unique visitors per dayImproved web channel satisfaction: 200% increase in online ticketing Ability to communicate quickly: 60,000 alerts per month
  • Key criteriaFlexible content supportStrong international supportConfigurable workflow Open content accessEasy to learn / useInnovative companyWeb Content Management System Selection ProcessKickoff to Contract: 12 weeks!Engaged SapientNitro Content Management PracticeReviewed Research / Conducted Market ScanDeveloped Short ListVendor Presentations / Scorecards2 Day onsite POCsReference / Analyst ChecksFinal Selection
  • After identifying your prospect nail down all your contactsMake an action plan when you meet who and what to talk about and what the result would beBefore you talk to the executive find out the customer PAIN points and give them priority, see what is driving them and what is key for a CHANGEWhat is impacting a delay of the project and what would be the costs effected, nail down the differntiators of WHY ADOBE
  • ADEP Web Experience Management

    1. 1. Agenda Welcome Adobe & Customer Experience Management Introducing the Adobe Digital Enterprise Platform Customer Experience Solutions – Part 1 - CC Customer Experience Solutions – Part 2 - WEM Partnering with Adobe 13:00 Closing comments 1
    2. 2. The Digital Race for CustomersWinning with Web Experience Management from AdobeDieter Hovorka | Solution Consulting EMEA
    3. 3. Adobe‘s Customer Experience SolutionsBUSINESS Adobe Customer Experience Solutions Web Social Brand Selection & Unified Customer Experience Engagement Enrollment Workspace Communication Management s Learn Validate Decide Use Commit Integrated Content ReviewIT Adobe Digital Enterprise Platform 3
    4. 4. Changing the world through digital experiences© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
    5. 5. WEM helps solve Key Industry Challenges Retail Banking Healthcare Retail Public Sector / Media and Education Entertainment Multichannel  Web Compliance  Website  Multi-Channel  Brand/ Marketing Marketing  Community Optimization Citizen Control Customer Self Development  Community Outreach  Web Context and Service Development  Consistent Personalization  Campaign University Management Sites
    6. 6. Customers are spending more time and money across digitalchannels $ $ $ $ $ OPPORTUNITY mobile • According to Forrester‘s US Online Retail Forecast, by 2014, ―more than half of total $ $ $ $ $ retail sales will be influenced by the web.‖ • During the economic downturn, while retail social sales going down, ecommerce grewENTERPRISE/BRAND ONE CONTEXT • The average young American now spends$ $ $ $ $ practically every waking minute — except for the time in school — using a smart phone, computer, television or other web electronic device, according to a new study from the Kaiser Family Foundation. $ $ $ $ $ email 6
    7. 7. Enterprises need to react faster to protect and elevate brandInformation and opinions about your brand andenterprise travels faster in the digital marketplace. ERA OF SOCIAL MEDIA AND WEB 2.0 good news travels fast, bad news travels instantly. BAD REVIEW! BAD REVIEW! ! ! ! ! ! ! ! ! ! ! ! BAD REVIEW! BAD REVIEW! ! ! ! ! ! 7
    8. 8. Enterprises need to react faster to protect and elevate brandInformation and opinions about your brand and enterprisetravels faster in the digital marketplace. ERA OF SOCIAL MEDIA AND WEB 2.0 good news travels fast, bad news travels instantly. GOOD GOOD COMMENT COMMENT :) :) :) :) :) :) :) :) :) :) :) GOOD GOOD COMMENT COMMENT :) :) :) :) :) 8
    9. 9. Enterprises need to react faster to protect and elevate brandInformation and opinions about your brand andenterprise travels faster in the digital marketplace. ERA OF SOCIAL MEDIA AND WEB 2.0 good news travels fast, bad news travels instantly.:) :) :) :) :) :) :) :) 65% POSITIVE 35% ! ! ! NEGATIV E 9
    10. 10. The web channel will become the mobile channel Desktop Users Mobile Users Mobile by 2013 will surpass desktop Mobile is critical to every enterprises web 2011 presence. According to Mary Meeker of Morgan Stanley, the number of mobile users will be greater than desktop internet users by 2013. Mobile first, multi- channel next. 10
    11. 11. The web channel will become the mobile channel Desktop Users Mobile Users Mobile by 2013 will surpass desktop Mobile is critical to every enterprises web 2012 presence. According to Mary Meeker of Morgan Stanley, the number of mobile users will be greater than desktop internet users by 2013. Mobile first, multi- channel next. 11
    12. 12. 2013: The web channel will become the mobile channel Desktop Users Mobile Users Mobile by 2013 will surpass desktop Mobile is critical to every enterprises web 2013 presence. According to Mary Meeker of Morgan Stanley, the number of mobile users will be greater than desktop internet users by 2013. Mobile first, multi- channel next. 12
    13. 13. Enterprises are in a digital race to attract and engage customers5 Critical Elements Mobile and Multichannelneeded to win 2013 mobile > desktop  Will you miss ½ the market? Social Collaboration Build local communities Web Content Management Targeted Meeting both Campaigns Proactive, not passive Business and digital present Marketing NeedsOnline AnalyticsOptimize engagement,user monetization Multi-site Web Experience Governance Management One global brand, local relevance 13
    14. 14. 5 critical ways Adobe WEM positions you dominate the digitaldomain Built on the Adobe Digital Mobile and Enterprise Platform Multichannel A single authoring environment and platform spans channel. Device emulation and detection Social Collaboration Support for corporate blogging and forums across muliti Adobe Targeted Campaigns Web Experience Marketing Campaign Management Management enables pushOnline AnalyticsReal-time targeting, deepintegration with AdobeOnline Marketing Suite Multi-site Governance Multisite Manage and support 14
    15. 15. Web Experience Management deliver concrete enterprise value BUSINESS DEVELOPERS IT Productivity  Reduced cost  Reduce cost User acquisition &  Faster development  Improve uptime retention  Freedom to  Improve scale Market share innovate Revenue growth  Reduced QA
    16. 16. 5 critical ways Adobe WEM positions you dominate the digitaldomain Mobile and Multichannel Social Collaboration Adobe Web Experience Targeted CampaignsOnline Analytics Management Delivered on top Multi-site of a unified Adobe Governance CEM platform 16
    17. 17. Global Brands driving Customer Experience with WEM Automotive Media &Entertainment Life Sciences Financial Services Consumer GoodsPublic Sector& Education
    18. 18. Metra Rail‘s Website Goes Multichannel Challenges Solution Results Static web presence  MyMetra: Targeted  Improved web channel advertising, mobile satisfaction (200% increase in Slow communications with promotions, location based online ticketing) customers and poor customer ads web satisfaction  Improved speed to market  MyMetra Business: partners (90 days to launch new site) Weak web traffic and online to access, download and engagement  Increased web activity monitor RFP opportunities. (40,000 unique visitors per day) Why Adobe Ease of Use (authors), international support, workflow, open content access. 18
    19. 19. Targeted Online Experiences – In the Cloud Challenges Solution Results 445 hotels and resorts in 45  New configurable workflow  Rolled out new marketing countries, 600 sites, 10 with flexible content and microsites and a new brand languages translation support for remote site Poor web update process with international sites  Open content access and bottlenecks for local team  Looking to integrate with ATG support updates for dynamic content Poor authoring workflows leading to delays in new content /updates Why Adobe Ease of Use (authors), international support, workflow, open content access. 19
    20. 20. Mission Impossible Skype’s Challenges  Dramatically Increase Revenues  Don‗t Impacting Skype‘s Core Value Proposition: „It‗s Free!― Solution  Workflow to add friction to registration process  MSM for Localization i.e. local pricing  Targeting & Segmentation  CQ5 & Translations.com  CQ5 & Workflow to achieve local autonomy Result  Contract to go-live in 8 weeks  24% improvement in registrations
    21. 21. Aristoteles Onassis said once: „don’t run after money, you need to go towards the money.“21
    22. 22. How to win big with WEMObjective: Select 1 of your top suspects and plan the engagement strategy Identify Target Executive Sponsor CMO/ LOBs CIO/IT Marketing Head of Digital Director Alternative Entry Point Engage with IT on: Strategy of IT ________________ RFPs •WCM (or Digital Marketing) Solution •Content Repository trial Primary downloads Architect ____________Entry Point Title: _______________ & Path Name: ______________ Key Partner(s) Interactive Agency ________________ SI _______________ 22
    23. 23. ?? ?23

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