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Ibm smarter commerce external mc

eCommerce DAY Guayaquil 2011

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Ibm smarter commerce external mc

  1. 1. Industry Solutions SalesMarcelo Cabane, Director – Latin AmericaSmarter CommerceBuilding a customer-centric business © 2011 IBM Corporation
  2. 2. We have entered the age of the new customer Customers now have Social networking Customer This is changing the unlimited access to and mobile expectations of entire way products information and can commerce have service, price and are sourced, instantly share it with dramatically changed delivery is soaring. manufactured and the world the dynamic between distributed—and buyer and seller. making business more complex than ever."Social networking and the Internet will “Worldwide economic change now “When the business model isallow us to drive more new ways of occurs simultaneously and innovative, operations and theinteracting with consumers than we instantly.” product will follow automatically.”have ever had before.“ CEO, Telecom Industry Ronald de Jong, CEO Philips CL,Consumer Products CEO, United States Germany 2© 2011 IBM Corporation
  3. 3. These disruptive forces ripple from the customer through theenterprise and across whole industries Business Challenges Individuals  The connected consumer • Increased customer expectations  The networked workforce • Accelerated speed of change  The empowered citizen • Different ways to engage digitally Enterprises  New business models • Redefined customer value  Optimized digital operations • Managing across digital and physical • Significant risk, security, compliance  Connected enterprise and privacy concerns Industries • Industry disruption from new  Value migration competitors  Value chain redefinition • Value migration creates winners and  Fragmentation losers • New types of collaborationSource: IBV Analysis © 2011 IBM Corporation
  4. 4. Power has shifted to the customer compressing margins, forcing companies to transform their approach to commerce In this new era, businesses need to:  Understand and anticipate customer behavior based on customer insights across all channels  Adapt sourcing and procuring of goods and services based on customer demand and optimize supplier interactions across extended value chains  Market, sell and fulfill the right product and service, right price, right time and place  Service customers flawlessly, predict and drive customer loyalty 4© 2011 IBM Corporation
  5. 5. At IBM, we call it Smarter Commerce Smarter Commerce is a It capitalizes on the insight strategic approach that generated through social It gives you increased places the customer at the and mobile commerce and margins, better center of your business collaboration to enhance, opportunities and new operations extend and redefine revenue streams customer value It boosts efficiency and identifies opportunities at every stage of the It helps you more commerce cycle effectively buy, market, sell and service It synchronizes your entire value chain to provide better outcomes 5© 2011 IBM Corporation
  6. 6. Smarter Commerce can help transform every phase of the commerce cycle A retail pet An international company transportation increased open company and click-through Source I Control I Procure reduced partner rates to 5x the integration time Buy Market industry average by more than with more sales Sourcing, controlling Targeted and per web visitor by 95% and procuring of goods personalized 41% and materials marketing across all customer interactions Customer Sell I Order I Fulfill Service Sell A leading provider A US-based Servicing customer Selling and fulfillment of national needs across all of products and teaching, learning, communications and research service provider interaction channels services across solutions grew reduced customer all channels direct-to- churn by delivered consumer a ROI Integrated Value Chain commerce revenues year over year by 376 % 70% 6© 2011 IBM Corporation
  7. 7. IBM’s integrated portfolio for Smarter Commerce VALUE CHAIN STRATEGY AND SERVICES Innovation and business value Market and customer mgmt Operating and Organization Models Innovating and aligning business models to Aligning sales, marketing and operations Designing operations, supply chain and the drive value to the customer to engage with customers organization model to deliver customer value CORE BUSINESS SOLUTIONS Core business processes Buy Market Sell Service • Trading Partner Mgmt • Predictive Analytics/Modeling • B2B / B2C Cross-channel • Delivery & Service • Supplier Management • Behavioral Segmentation commerce Scheduling • Supply Chain Visibility • Cross-channel Campaign Mgmt • Distributed Order • Customer Self Service • Logistics Management • Search Optimization, Ad Orchestration Enablement • Inventory Optimization Targeting • Fulfillment and Supply Chain • Reverse Logistics • Marketing Resource Mgmt Optimization • Case Management • Mobile Commerce ADVANCED ANALYTICS Store analytics | Purchase analytics | Consumer loyalty | Predictive and prescriptive | Social Analytics | Master data management WORKLOAD OPTIMIZED SYSTEMS 7© 2011 IBM Corporation
  8. 8. Integration across best-of-breed products to deliver industry focused solutions VALUE CHAIN STRATEGY AND SERVICES CORE BUSINESS SOLUTIONS Core business processes Buy Market Sell Service Sourcing and procuring goods Developing, delivering, and Selling and fulfillment of products Servicing customer needs across and materials required to measuring relevant and consistent and services across multiple all interaction channels to drive deliver products and services to messages across multiple channels channels to drive sales repeat sales and enhance lifetime meet customer demand to drive demand value of a customer Sterling Commerce • Cross-Channel Order Capture, Cart Sterling Commerce • Distributed Order Management Sterling Commerce • Warehouse Management and Catalog • Warehouse Management • Delivery & service Scheduling • Transportation Management • Customer-centric Shopping Experience • Transportation Management • Reverse Logistics • Supply Chain Visibility • B2C/B2B Storefronts • Sterling Collaboration • Supply Chain Visibility Sterling • Precision Marketing IBM Case Manager Network/B2B Services Collaboration Network/B2B Services • Case Design, Run-time, Analytics Coremetrics Retail Store Solutions • Collaboration • Retail POS Solutions • Analytics • Rules & Events • Self-Service Portal/Kiosk • Segmentation • POS Applications ILOG Supply Chain • Reporting ILOG Supply Chain • Search Optimization • Network Optimization Unica • Mobile • Transportation Optimization • Service messaging • Product Optimization Sterling Commerce • Notifications • Inventory Optimization Unica • Cross Channel Order • Resource Mgmt Management • Campaign Mgmt • Configuration • Marketing execution • Pricing • Performance • Multi-vendor catalog • Analysis • Quoting ADVANCED ANALYTICS Store analytics | Purchase analytics | Consumer loyalty | Predictive and prescriptive | Social Analytics | Master data management WORKLOAD OPTIMIZED SYSTEMS PureScale Application Smart Analytics Systems BPM Suite 8 System© 2011 IBM Corporation
  9. 9. IBM Smarter Commerce: Making it Real INVESTMENT Integrated Solutions: $2+ billion investment in best of breed buy-market-sell software and expertise to deliver integrated solutions for our clients New GBS Practice: Global Business Services expanding its consulting and solutions capabilities for commerce with a new practice RESEARCH IBM Research Innovation: Comprised of over 3000 researchers, IBM Research includes R&D in the areas of customer insight, financial management, social business and supply chain, working with clients to develop innovative approaches to deliver business value INNOVATION Extension of our Business Analytics & Optimization: Leverage >$14 billion in analytics focused acquisitions. The BAO practice has 8,000+ dedicated business consultants with industry expertise & includes a Customer, Marketing & Sales Analytics focus Smarter Computing: Over 25,000 hardware and 25,000 software developers WW, IBM is investing in Workload Optimized Systems to help companies manage the high transactional & real-time business insights needs driven by commerce applications. EDUCATION Enabling our Ecosystem: A IBM Smarter Commerce University dedicated to on-ramping business partners, new 9 hires and consultants© 2011 IBM Corporation
  10. 10. 10© 2011 IBM Corporation
  11. 11. What is IBM Smarter Commerce? Smarter Commerce is a new approach that transforms the speed in which clients manage and adapt their buy, market, sell, and service processes putting the customer at the center of decisions and actions. It drives new levels of company differentiation leading to greater customer loyalty, revenue / margin growth, and agility. IBM’s approach to Smarter Commerce is comprehensive, integrated, outcome driven and flexible. We will help companies:  Understand and anticipate customer behavior based on customer insights across all channels  Adapt sourcing and procuring of goods and services based on customer demand and optimize supplier interactions across extended value chains  Market, sell and fulfill the right product and service, right price, right time and place  Service customers flawlessly, predict and drive customer loyalty 11© 2011 IBM Corporation
  12. 12. What does Smarter Commerce mean to these clients? For Staples, a $24B retailer, Smarter Commerce means transforming the customer experience across all interaction channels by delivering a personalized buying experience for over 10,000 B2C and B2B customers in 27 countries For ING Bank, serving over 85M customers, Smarter Commerce means transforming their marketing so personalized product offers can be delivered across multiple channels in real time resulting in €20M increase in corporate earnings, 35% reduction in marketing costs, and shorter cycle times For Crocs, a $700M manufacturer, Smarter Commerce means transforming their fulfillment operations and supply chain so internet customer orders are filled with 100% accuracy through their network of suppliers at the lowest cost 12© 2011 IBM Corporation
  13. 13. IBM Smarter Commerce – Leverage IBM’s Brand Differentiators Smarter Commerce marketing IBV Studies and progression paths Op Ads Realized Belief value Analysts and thought leadership whitepapers Innovation Discovery Charting the and Classroom to Client Setting the client’s path to Workshops shared agenda deliver that value Third party and IBM events & Collaborating with Making the case Roundtables experts to define with expertise and Digital future value proven outcomes webcast series Participation Evidence Build a Network Microsite & Of Influencers Videos / podcasts Press coverage, CXO site bylined articles, op- eds and client references 13© 2011 IBM Corporation
  14. 14. What is unique about IBM’s Smarter Commerce? Comprehensive Integrated  Spans the complete  Integrated products and commerce lifecycle capabilities to deliver across buy and sell-side industry focused solution commerce offerings Suppliers  A strong set of integrated  Packages software, consultative and analytics to track integration services and customer behavior across infrastructure all channels Integrated Partners Customers Solution Outcome Driven Flexible and Open  Drives measureable  Flexible deployment business outcomes to models that include on- industry specific business Influencers premises, as-a-service, owners hosted or hybrid models  Delivers powerful 14  Modular offerings and optimization capabilities flexible consumption around all aspects of the commerce lifecycle 14© 2011 IBM Corporation
  15. 15. ING Bank coordinating marketing outreach to consumers Challenge  Multiple bank brands, driving 60 million pieces of direct mail each year, were merged into one  Campaign management process was disconnected, costly and involved too many stakeholders  Marketing costs were increasing while response rates were declining Solution  Unified cross-channel solution controls marketing via direct mail, email, web, call center and branches  No marketing silos: a centralized customer intelligence team has the tools to plan and execute multichannel marketing Customer Profile campaigns Results ING offers banking, investments, life insurance and retirement services to over  €20 million increase in corporate earnings attributed to 85 million private, corporate and increased marketing effectiveness institutional clients in more than 40  Annual direct mail costs reduced by 35% countries.  Campaign cycle time reduced to maximum of 4 weeks 15© 2011 IBM Corporation
  16. 16. Dal-tile delivers perfect order orchestration  Challenge A sales center could only see what they had available in their individual store  A sales center could only see what they had available in their  Existing system was costing them time and individual store  money system was costing them time and money due to its Existing due to its inflexibility inflexibility  Manage all of the customer needs through a  single salesthe customer needs through a single sales Manage all of center center Solution  IBM® Sterling Order Management reduced  IBM® Sterling Order Management reduced order fulfillment order fulfillment costs by efficiently costs by efficiently orchestrating order and service orchestrating order and service fulfillment fulfillment   Flexibility forfor future growth required to meet Flexibility future growth required to meet changing changing customer demands customer demands Customer Profile Results Dal-tile designs, manufacturers, and  Stores can capture and modify orders through a single distributes ceramic, porcelain, glass, metal, system for all delivery methods — including home delivery, and natural stone tile products to the in-store pickup, and plant delivery construction and development, architecture, and do-it-yourself markets.  Enables Dal-Tile to keep inventory at a minimum and reduce their inventory costs 16© 2011 IBM Corporation
  17. 17. Staples enables customers to shop seamlessly across all channels Challenge  Support a personalized, customer-centric experience for B2C customers  Support multiple B2B customers buying under multiple contracts, with buyers that have differing levels of purchase authority Solution  Single IBM commerce platform handles both B2B and B2C  10,000+ buying organizations each see contract- specific pricing and policies Customer Profile Results Staples sells office supplies, technology, furniture and business  Automated support for diverse policies, contracts, services to consumers and buyer roles on a single platform businesses in 27 countries around the  Over $1Billion (70%) of total B2B sales world. driven through site 17© 2011 IBM Corporation
  18. 18. SXC health solutions enables secure information exchange Challenge  Due to the amount of information being sent to all aspects of the pharmaceutical supply chain, SXC must have a secure and reliable system for data exchange Solution  IBM® Sterling Business Integration Suite Process provides visibility allowing SXC to check all attributes of their files and exchange data securely Customer Profile Results SXC is a key player in the pharmacy  Comprehensive integration serving as their supply chain, providing eligibility, hub for inbound and outbound data enrollment, payment, claims and reporting data.  Secure and reliable exchange of data 18© 2011 IBM Corporation