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IBM Marketing Solutions Introduction


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IBM Marketing Solutions helps you attract, delight and grow the loyalty of customers by enriching the ways you engage each of them. IBM Marketing solutions provides a set of integrated customer engagement solutions that empower marketing, merchandising, commerce and customer service teams.

Published in: Marketing

IBM Marketing Solutions Introduction

  1. 1. IBM Marketing Solutions
  2. 2. © 2015 IBM2 The empowered customer has put pressure on the enterprise and its entire value chain
  3. 3. © 2015 IBM3 …fueled by analytics, IBM Commerce solutions put the customer at the center of your value chain IBM Commerce enables the enterprise to serve the empowered customer…
  4. 4. Today, business is more than B2B or B2C. It’s also C2B: customer-to-business. Put your customers at the center of everything you do. Become a C2B business with IBM © 2015 IBM4
  5. 5. Customer Show me you know me Give me a consistent experience across channels Provide me relevant content Business Acquire and grow customers Drive revenue Build brand loyalty CMO Use data to drive decisions Be agile and innovative Deliver results that grow the business faster Expectations for marketing have exploded © 2015 IBM5
  6. 6. I need my applications to talk to each other. I can’t access a single view of customer data across channels. It is too hard to offer relevant offers and content to my customers. “ ” “ ” ” Getting the right analytics to inform interactions in real time is difficult. ”“ “ It is too hard to provide a consistent experience across channels.“ ”I can’t react to my customers in real time. ”“ Technology has made more possible but not easier © 2015 IBM6
  7. 7. A new way to work for marketers and marketing organizations Agility: Freedom to innovate Analytics: Use analytics for impact Design: Collaborate to create experiences © 2015 IBM7
  8. 8. © 2015 IBM8  Creative orchestration of customer engagement  Integrate channel experiences  Optimize design through analytics Design Collaborate to create and continually improve customer experiences and results
  9. 9. © 2015 IBM9  A single interface to answer what is happening, why it’s happening, and what the impact is  Leverage IBM’s rich heritage in analytic solutions and using data to drive outcomes  “Analytics inside” strategy serves up key qualitative and quantitative insights at the point of decision Analytics Visualize the customer journey across channels to convert insights into impact
  10. 10. © 2015 IBM10  Leverage an ecosystem of certified partners  Frictionless flow of customer data between applications  Experience an unmatched range of marketing solutions for different maturity, price, and deployment needs Agility Freedom to innovate with easy click- to-connect integration of applications and customer data sources
  11. 11. IBM Marketing Solutions make it easier to design meaningful customer experiences across applications, devices and time, accelerating today’s results and tomorrow’s ambitions. Lead Management Customer Analytics Real Time Personalization Omni Channel Marketing Digital Marketing
  12. 12. IBM Marketing Solutions IBM Marketing Software IBM Marketing Cloud Rapid time to value Subscription based Multi-tenant SaaS Robust integration platform Highly scalable Deployed on premises Shared Capabilities New innovations Continuously improving Cross platform © 2015 IBM12
  13. 13. Orvis Increases marketing performance for email and direct mail -- all powered by IBM Marketing solutions. 88% 2yrs Reduction in digital and non-digital campaign and reporting costs Record profits after solution implementation 40% Reduction in email costs versus prior outsourced solution © 2015 IBM13
  14. 14. © 2015 IBM14 Celcom Improves loyalty and revenue per customer through personalized campaigns and messages -- all powered by IBM Marketing solutions. 80 % 70% Reduction in campaign launch times Improvement in campaign performance 98% Engagement rating among customer- facing employees
  15. 15. Join the conversation Blog, YouTube, Twitter and Facebook | @IBMEngage The Future of eCommerce is Now
  16. 16. ING Bank 17 3x Week reduction in campaign cycle times Increase in customer responses 35% Reduction in overall marketing costs © 2015 IBM16 Transforms their marketing effectiveness through a focus on personalization -- all powered by IBM Marketing solutions.
  17. 17. OCBC Bank 273% 45% Increase in campaigns deployed Increased conversion rates 138% Growth in hidden revenues © 2015 IBM17 Increases cross-sell rates resulting in engaged customers across all channels by understanding their customer’s behavior -- all powered by IBM Marketing solutions.
  18. 18. A A French Insurer Uses analytics to gain insights to predict which customers are most likely to buy which products and customize their marketing messages to them individually -- all powered by IBM Marketing solutions. 50% 60%Email open rate Reduction in email costs 2x Increase in growth revenue
  19. 19. Octagon Insurance Removes the obstacles that were prevent customers from converting during the online application process -- all powered by IBM Customer Analytics solutions. 22% 40%Increase in conversion rates Reduction in validation errors 330%Overall ROI © 2015 IBM19
  20. 20. © 2015 IBM20 Email SocialMobile Digital Marketing “I want to quickly design and automate consistent digital customer experiences.”
  21. 21. © 2015 IBM21 Lead Management “I want to capture, qualify and nurture leads.” Lead Scoring EmailLead Nurturing
  22. 22. © 2015 IBM22 Customer Experience Analytics “I want to understand the what why, and how of my customers’ behaviors.” Behavioral Analytics Digital Analytics Journey Analytics
  23. 23. © 2015 IBM23 Journey Design “I want to collaborate across my team to design and improve customer experiences.” Journey Design Journey Analytics
  24. 24. © 2015 IBM24 Omni-channel Marketing “I want to acquire and grow customer relationships online and offline.” Campaign Management Contact Optimization
  25. 25. © 2015 IBM25 Real-time Personalization “I want to dynamically serve up relevant content, offers, and recommendations.” Real-time Interaction Management Digital Recommendations Opportunity Detection
  26. 26. Our Ecosystem: 1,738+ Digital Agencies & Mktg Svc Providers Complementary Solutions & ISVs Systems Integrators Resellers & SaaS Providers
  27. 27. Marketing Needs Primarily digital channels Single channel campaigns Marketing drives purchase Fast time to ROI Primarily digital but limited integration with other channels Cross-channel campaigns Marketing drives the purchase with some additional IT support Fast time to ROI Omni-channel Integrated multi-channel campaigns Marketing and IT influence the purchase Global, distributed marketing Strategy over longer time horizons Stringent marketing guidelines and approval processes Technical Needs Integrated suite Packaged integration Simple implementation Primarily integrated suite Will buy niche best of breed products Packaged integration Simple implementation Best of breed products Custom integration with many operational systems Complex internal systems environment Resource Availability Limited skills may invest in some outside services No IT support Internal skills and will supplement with agency or marketing contractors Limited IT support Sophisticated internal skill sets Working with outside agencies Extensive IT support Simpler Environments Complex Environments Marketer needs span a continuum Influenced by marketing maturity, internal complexity and resource availability © 2015 IBM27