Fast Is The New Big: Turbocharged E-Commerce on Salesforce
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This document summarizes a presentation on B2B e-commerce. It includes: - Presenters from Forrester Research and Apttus discussing the state of B2B e-commerce and how companies can transition to online sales. - Statistics on the growing market for B2B e-commerce and buyers' increasing expectations to make purchases online. - Details of how companies like Neopost USA implemented an e-commerce solution from Apttus to create a unified customer experience across channels. - A discussion panel where the presenters address topics like implementation, using communities, critical success factors, and getting started with B2B online sales.
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Fast Is The New Big: Turbocharged E-Commerce on Salesforce
- 2. Today’s Presenters 2 Andy Hoar Principal Analyst Ben Allen Sr. Director, Sales and Marketing Raymond Juarez Apttus Practice Lead Michael Stone SVP Marketing, Community Cloud Steve Rakoczy SVP, Operations and IT #FastIsTheNewBig
- 3. 3 • Submit your questions in the Q&A panel throughout the presentation and we will answer them in the Q&A session at the end • If at any time you experience issues not seeing the slides change or hearing audio, refresh your browser by pressing F5 • Any technical problems can also be submitted in the Q&A Panel • The recording will be sent to all participants post event • Take part in the conversation on Twitter using #FastIsTheNewBig Housekeeping #FastIsTheNewBig
- 4. © 2015 Forrester Research, Inc. Reproduction Prohibited 4 CHALLENGE THINKING. LEAD CHANGE
- 5. © 2015 Forrester Research, Inc. Reproduction Prohibited 5
- 6. © 2015 Forrester Research, Inc. Reproduction Prohibited 6
- 7. © 2015 Forrester Research, Inc. Reproduction Prohibited 7
- 8. © 2015 Forrester Research, Inc. Reproduction Prohibited 8 State of B2B eCommerce
- 9. © 2015 Forrester Research, Inc. Reproduction Prohibited 9 US B2B eCommerce: $1.1T By 2020 $480B $1.1T
- 10. © 2015 Forrester Research, Inc. Reproduction Prohibited 10 Maturity
- 11. © 2015 Forrester Research, Inc. Reproduction Prohibited 11 B2B Buying Process
- 12. © 2015 Forrester Research, Inc. Reproduction Prohibited 12 B2B buyers already use the web to research products “What percentage of your purchases for work do you typically research ONLINE before you purchase OFFLINE?” 63% research half or more of their work purchases online Base: 158 B2B buyers Source: Q4 2015 Forrester/Internet Retailer B2B Buy-Side Survey
- 13. © 2015 Forrester Research, Inc. Reproduction Prohibited 13 B2B Buyers Expect To Buy More Online Source: Q4 2015 Forrester/Internet Retailer B2B Buy-Side Survey 2015 2018 “What percentage of your purchases for work do you make online today?” “What percentage of your purchases for work do you expect to be making online in 3 years?” 32% make half or more of their work purchases online 53% expect to make half or more of their work purchases online in 3 years Base: 162 B2B buyers (not all responses shown)
- 14. © 2015 Forrester Research, Inc. Reproduction Prohibited 14 Drivers for channel shift 33% 21% 12% 11% 9% 4% 3% 3% 4% 1% More convenient since online sites are open 24 hours a day Faster process Get more and better information about products and… Save money because get lower prices online Easier to track purchases for record-keeping purposes Minimize interaction with sales representatives Management requires that I buy this way We have not done this Other Don't know “What is your chief reason for shifting more work purchases online from offline?” Base: 140 B2B online buyers Source: Q4 2015 Forrester/Internet Retailer B2B Buy-Side Survey
- 15. © 2015 Forrester Research, Inc. Reproduction Prohibited 15 Evolving Ecosystem
- 17. Traditional B2B Ecosystem (e.g. Dri-Eaz Industrial Dehumidifier) Offline Dist Brand Manu Buyers Production Distribution Consumption
- 18. Production Distribution Consumption B2C Offline B2C Online B2B Online Pure Play Dist New B2B Ecosystem
- 19. © 2014 Forrester Research, Inc. Reproduction Prohibited 19 Base: 117 B2B eBusiness professionals Source: Forrester/Internet Retailer Q2 2015 Global B2B Sell-Side Survey In the next 18 months, 45% of B2B eCommerce professionals will change or upgrade their B2B eCommerce platform technology solution
- 20. © 2013 Forrester Research, Inc. Reproduction Prohibited 20
- 21. © 2015 Forrester Research, Inc. Reproduction Prohibited 21 B2B Online Andy Hoar May 12, 2015
- 22. © 2015 Forrester Research, Inc. Reproduction Prohibited 22 B2B Online Andy Hoar May 12, 2015
- 23. © 2015 Forrester Research, Inc. Reproduction Prohibited 23 B2B Online Andy Hoar May 12, 2015
- 24. forrester.com Thank you Andy Hoar Principal Analyst ahoar@forrester.com @andyhoar1
- 25. Global leader in mailing solutions and a major player in digital communications and shipping services The Challenge: Create a multi-channel tool to offer a seamless experience for customers The Results: A customizable UI and storefront integrated to one product catalog for all customer interactions and globally scaled multi-channel sales with mobile support "Neopost USA has two simple goals – improve customer experience and build long-term loyalty. The Apttus E-Commerce platform allows us to leverage our Salesforce and Apttus CPQ investments in a single, integrated solution. Customers enjoy a uniformly superior experience in the format they prefer – a conversation with a sales professional or a self-service option on MyNeopost.com." Steve Rakoczy, SVP Operations & IT, Neopost USA 30
- 26. 26 • Consolidate disparate entities: different systems and business processes throughout organization • Transform Neopost USA: to focus on technical-based business communications and shipping solutions to remain competitive and profitable Neopost USA: The Challenge #FastIsTheNewBig
- 27. Solution: Engage With A Business Partner To Deliver E-Commerce 32 #FastIsTheNewBig
- 28. Solution: Leverage Salesforce and Apttus Investments in a Single, Consolidated Platform 33
- 29. 29 Neopost USA: The Results • A uniform customer experience • Modern, scalable E-Commerce solution for easy- to-expand product offers • Improved productivity and order accuracy • Elimination of redundant E-Commerce platforms + #FastIsTheNewBig
- 30. 30 Percent of B2B buyers say they would rather buy online Percent of B2B firms that actively sell online 93% 25% Source: Forrester, April 13, 2015 Are You Selling Where Your Customers Are Buying? #FastIsTheNewBig
- 31. CONFIGURATION COMPATIBILITY UPGRADES BUNDLES SOLUTION SALES SUBSCRIPTIONS CONTRACT PRICING CHANNEL TIERS Historical Barriers to B2B E-Commerce Are Being Removed 36 #FastIsTheNewBig
- 32. Salesforce as the Foundation for Multi-Channel Commerce Rapid Cloud Deployment On World’s #1 Platform Single Source of Truth For Customers, Products & Pricing Communities Enable Direct Collaboration with Customers & Partners Nimble Salesforce Administration Enables Rapid Response Mobile & Global on Day 1 Established Integration Frameworks for ERP, Tax, Payments & More 37 #FastIsTheNewBig
- 33. Panel Discussion 33 Andy Hoar Principal Analyst Ben Allen Sr. Director, Sales and Marketing Raymond Juarez Apttus Practice Lead Michael Stone SVP Marketing, Community Cloud Steve Rakoczy SVP, Operations and IT #FastIsTheNewBig
- 38. How to Scale your Selling Strategy #FastIsTheNewBig 38
- 39. Q&A 39 Andy Hoar Principal Analyst Ben Allen Sr. Director, Sales and Marketing Michael Stone SVP Marketing, Community Cloud Steve Rakoczy SVP, Operations and IT #FastIsTheNewBig Raymond Juarez Apttus Practice Lead