SlideShare a Scribd company logo
Conversations and
Conversions
Eshant Mishra
Business Leader
IBM Customer Engagement Solutions
Charts 10-14 from SYP deck
3
4
5
6
of companies say they
have or are close to
having a holistic view
of their customers
of customers stated
that the average
brands doesn't
understand them
as individuals
New CMO Club and IBM Research:
•Expectations for marketing have exploded
•Budgets are up, but so are expectations: CMOs are planning to increase
their spending over the next two years by an average of 50%
•Focus solely on awareness or the purchase funnel is obsolete
•Today’s CMO is focused on investing across the entire customer
journey
•Generating content for use across the buyer journey is king
•Marketers are engaging across buyer stages and optimizing their
tactics for each
CMO Club Research
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
CMO Club Research
Budgets are up, but so are expectations
CMO Club Research
Engagement is extending
across the entire buyer
journey, making marketing
less about the funnel and
more about the journey.
CMOs are engaging with budget
allocations across the buyer cycle
CMO Club Research
Marketing budgets are
extending and content is not
only king but leading the
budget allocation charge.
Generating content for use across the
buyer journey is king
CMO Club Research
CMOs revise their bets throughout the
race
CMO Club Research
14
Technology has made more possible but not easier
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.
”“
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
A new way to work
for marketers and marketing organizations
Agility: Freedom to innovate
Analytics: Use analytics for impact
Design: Collaborate to create experiences
IBM Commerce:
We engineer the moments of
seendipity that create unbreakable
bonds between our clients and their
customers, billions of times a day.
Chart 15 from SYP deck

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Conversations and Conversions- Eshant Mishra- Business Leader IBM Customer Engagement Solutions

  • 1. Conversations and Conversions Eshant Mishra Business Leader IBM Customer Engagement Solutions
  • 2. Charts 10-14 from SYP deck
  • 3. 3
  • 4. 4
  • 5. 5
  • 6. 6
  • 7. of companies say they have or are close to having a holistic view of their customers of customers stated that the average brands doesn't understand them as individuals
  • 8. New CMO Club and IBM Research: •Expectations for marketing have exploded •Budgets are up, but so are expectations: CMOs are planning to increase their spending over the next two years by an average of 50% •Focus solely on awareness or the purchase funnel is obsolete •Today’s CMO is focused on investing across the entire customer journey •Generating content for use across the buyer journey is king •Marketers are engaging across buyer stages and optimizing their tactics for each CMO Club Research
  • 9. 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 CMO Club Research
  • 10. Budgets are up, but so are expectations CMO Club Research
  • 11. Engagement is extending across the entire buyer journey, making marketing less about the funnel and more about the journey. CMOs are engaging with budget allocations across the buyer cycle CMO Club Research
  • 12. Marketing budgets are extending and content is not only king but leading the budget allocation charge. Generating content for use across the buyer journey is king CMO Club Research
  • 13. CMOs revise their bets throughout the race CMO Club Research
  • 14. 14
  • 15.
  • 16. Technology has made more possible but not easier 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. ”“
  • 17. 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
  • 18. A new way to work for marketers and marketing organizations Agility: Freedom to innovate Analytics: Use analytics for impact Design: Collaborate to create experiences
  • 19.
  • 20.
  • 21.
  • 22.
  • 23. IBM Commerce: We engineer the moments of seendipity that create unbreakable bonds between our clients and their customers, billions of times a day.
  • 24. Chart 15 from SYP deck