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Copenhagen September 2012
Intelligent detailhandel sætter kunderne førstBen Andre HeyerdahlSmarter Commerce leader EuropeIBM
Global businesses are strivingto engage the empoweredcustomer3         …and to connect seamlessly         with their ecosy...
Retailers are redefining the value chain around theempowered customer             A supply chain              Marketing ta...
Today’s “empowered customer” puts businesses to      the test    44%             4 in 10 80% 86% 4-5x                     ...
CMOs admit they are not prepared                   “From Stretched to Strengthened; Insights from the Global Chief Marketi...
To grow market share and profitability, retailers need to transformtheir operating model to satisfy increasing consumer ex...
At IBM, we call the path forward Smarter Commerce placing the customer at thecenter of your business      Buy             ...
Smarter Commerce: A complete portfolio                                     VALUE CHAIN STRATEGY AND SERVICES              ...
Smarter Commerce integrates and enhances the commerce cycleVisibility and order status adapt                              ...
Today’s customers expect a consistent and relevant experienceacross multiple channels and across sessions                 ...
The reality: Empowered customers are connected to each other                                                              ...
The reality:Empowered customers have access to information                                                    What if…    ...
The reality: Empowered customers engage when you get personal                                                            W...
The reality: Enterprises must connect to transform                                                                      Wh...
To succeed and improve performancePut the customer   Anticipate and      Apply deep     Optimize          Extend coreat   ...
Leaders today are driving innovation in their business by…                           MaximizingPlacing the customer       ...
The proof: analysts named IBM the leader in …Ecommerce                   Five major analyst reports   Operationalizing    ...
Begin with these questions for your Smarter Commerce journey and opportunity Does your business                           ...
Partner with IBM for Smarter Commerce   Industry leading portfolio for Buy, Market, Sell and Service   Flexible, modular...
Are you ready?   Learn more about Smarter Commerce   www.ibm.com/smarterplanet/commerce   Learn more about IBM Business Va...
Contact details  Ben Andre Heyerdahl  Smarter Commerce Sales Leader Europe  00352 621 330759  Ben_heyerdahl@be.ibm.com    ...
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Intelligent detailhandel sætter kunderne først, del 1, Ben Heyerdahl, IBM

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Intelligent detailhandel sætter kunderne først, del 1, Ben Heyerdahl, IBM

  1. 1. Copenhagen September 2012
  2. 2. Intelligent detailhandel sætter kunderne førstBen Andre HeyerdahlSmarter Commerce leader EuropeIBM
  3. 3. Global businesses are strivingto engage the empoweredcustomer3 …and to connect seamlessly with their ecosystem
  4. 4. Retailers are redefining the value chain around theempowered customer A supply chain Marketing targeted to every prepared customer for the unpredictable personally4 Service thatknows what customers want Selling that’s there for your customers, before they do wherever they are
  5. 5. Today’s “empowered customer” puts businesses to the test 44% 4 in 10 80% 86% 4-5x 45% 78% of companies Smart phone of CEOs think use multiple more than Check with a of consumers use crowd users search for they deliver a channels average is friend before trust peer sourcing from an item in a store superior spent by multi- buying recommendations customers customer channel buyers experience 8% of their customers agree5 © 2012 IBM Corporation
  6. 6. CMOs admit they are not prepared “From Stretched to Strengthened; Insights from the Global Chief Marketing Study”6 www.ibm.com/cmostudy
  7. 7. To grow market share and profitability, retailers need to transformtheir operating model to satisfy increasing consumer expectations The smarter consumer has Retailers need to change from Consumers will reward redefined shopping to meet being product and channel customer centric retailers with their unique needs and centric to customer centric increased share of wallet and timeframes advocacy 85% 13% 6% Of shoppers expect a seamless Of retailers are able to provide Incremental sales lift from a one- experience across all retail a “consolidated” shopping size-fits-all approach to one that channels.1 experience across channels.2 emphasizes the principles of customer experience based retailing.3 “Our Customer 1st strategy continues to deliver results through improvements in all four key areas we target: our people, our products, the overall shopping experience in our stores, and prices” - Kroger Chairman and CEO David Dillon explaining a Q4’10 same store sales increase of 3.8% 4 Sources: (1) “Cross Channel Brand Interaction, 2010 Consumer Preferences.” Sterling Commerce and DemandWare. 2010 (2) “Enabling Buy Anywhere/Get Anywhere: The Future of Cross-Channel” Retail Systems Research. July 2011. (3) “Shopper Marketing: Capturing a Shopper’s Mind, Heart and Wallet.” Deloitte, Forester and www.money.cnn.com. 2007 (4) Dillon, David B. “Press Release: Kroger reports fourth quarter and full year 2010 results.” The Kroger Co. © 2012 IBM Corporation
  8. 8. At IBM, we call the path forward Smarter Commerce placing the customer at thecenter of your business Buy Market Targeted and Adaptive personalized procurement and optimized supply Buy Market marketing across all channels chain Service Sell Anticipate behavior and Service Sell Seamless cross- channel deliver flawless customer customer service experience © 2012 IBM Corporation
  9. 9. Smarter Commerce: A complete portfolio VALUE CHAIN STRATEGY AND SERVICES CORE BUSINESS SOLUTIONS BUY MARKET SELL SERVICEAdaptive procurement Targeted and Seamless Anticipate behaviorand optimized supply personalized marketing cross-channel and deliver flawless chain across customer customer service all channels experience Smarter Analytics IBM SmartCloud Solutions and Smarter Computing © 2012 IBM Corporation IBM Announced the intent to acquire Tealeaf, April 2012.
  10. 10. Smarter Commerce integrates and enhances the commerce cycleVisibility and order status adapt All customerprocurement and logistics interactions are a market opportunity Buy Market Sell ServiceInsight from all channels through Promotions, guided selling andanalytics improves loyalty precision marketing drive sales © 2012 IBM Corporation
  11. 11. Today’s customers expect a consistent and relevant experienceacross multiple channels and across sessions Natural Display Search Email Ad Paid MobileSearch Returned via a Came to the site via display ad click; Natural Purchased out- Responded to picked a product Search, entered of-stock blu-ray newsletter TV Searched for recommendation discount code and player after clearance link HDTV on on site purchased scanning QR Google code in-store
  12. 12. The reality: Empowered customers are connected to each other What if… You could leverage consumer insights 22% 90% to increase sales? PETCO did!  Increased coupon redemptions by 200%of online time of consumers online  Increased unique visitor by 41%spent on social trustmedia recommendations BBVA did!  Positive feedback increased by 1%  Negative feedback decreased by 1.5% in Spain Sources: Nielson Global Online Consumer Survey 2009, Nielson Blog
  13. 13. The reality:Empowered customers have access to information What if… You could use analytics for a better58% 43% grocery items promotions and supply chain execution? True Value did!  Alerts when lead times are missed in the United  Reduced out of stocks and enabled inventoryare more price- optimizationconscious today States were sold on promotion Schwan’s did!  15.6% higher revenue  Increased revenue and a 11.5% higher margin for Kroger Sources: Nielson and Forrester Research
  14. 14. The reality: Empowered customers engage when you get personal What if… You could personal your customer experience? 85% 56% Seton Hall did!  Deposits up 25%, Enrollment up 13%  Largest freshman class in 30 yearsbelieve that social want increased  18% increased in revenue ($29 million USD)networks will self-servicesave them time capabilities SingTel did!  Real-time offers to agents and in stores  Ads to mobile phones  Cross/up-sell increased from less than 10% to over 40% Sources: IBM Consumer Study 2012, Forrester Research
  15. 15. The reality: Enterprises must connect to transform What if… You could synchronize supply chain73% $93 partners and optimize logistics? SMA Solar did!  Real-time visibility into supply chain and status of orders for B2B2Cof organizations billion in salesregard value chain missed due to out  Analyzed buying behavior and createdsynchronization as of stock inventory new offerings Sargento did!critical  60% cost savings  Less truckload shipments by 60% Sources: Vanson Bourne Research and RIS 5th Annual Store Systems Study
  16. 16. To succeed and improve performancePut the customer Anticipate and Apply deep Optimize Extend coreat deliver across insights to procurement systems tothe center take action synchronizeof your business mobile and social based on demand in real time your value chain 16
  17. 17. Leaders today are driving innovation in their business by… MaximizingPlacing the customer insight Capitalizing onat the center social and mobile Driving growth Synchronizing the entire value chain Reducing costs and Improving collaboration increasing margins and visibility © 2012 IBM Corporation
  18. 18. The proof: analysts named IBM the leader in …Ecommerce Five major analyst reports Operationalizing Strategic sourcing andsolutions and commerce on marketing solutions the voice of the customer procurement services (Emptoris*)consultingMarket Star Performer for Mobile collaboration Enterprise social platform Dynamic caseprocurement outsourcing software software and horizontal management and capture portals software © 2012 IBM Corporation
  19. 19. Begin with these questions for your Smarter Commerce journey and opportunity Does your business Are you leveraging model adapt to customer insight to capitalize on new reshape your market opportunities? business? Can your operations anticipate and adjust Could your supply dynamically to market chain interrupt service Do you deliver exceptional conditions? to your customers? customer experience across all touch points? © 2012 IBM Corporation
  20. 20. Partner with IBM for Smarter Commerce  Industry leading portfolio for Buy, Market, Sell and Service  Flexible, modular, open, integrated, optimized  Real-time social, mobile and analytics capabilities driven by IBM leading research and proven through Watson  Dedicated commerce consulting and systems integration practice with over a thousand experts  Over 2,000 of the world’s top brands rely on IBM to improve their business insight and execution © 2012 IBM Corporation
  21. 21. Are you ready? Learn more about Smarter Commerce www.ibm.com/smarterplanet/commerce Learn more about IBM Business Value Accelerators to help you get started on your Smarter Commerce journey Join in the conversation Smarter Commerce Blog, YouTube, Twitter and Facebook © 2012 IBM Corporation
  22. 22. Contact details Ben Andre Heyerdahl Smarter Commerce Sales Leader Europe 00352 621 330759 Ben_heyerdahl@be.ibm.com © 2012 IBM Corporation

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