2013 IBM

Corporation

Mobile and social are reshaping business

55%
of
smartphone
users
compare
prices in
stores

63%

of online
adults are less
likely to buy
via other
channels if
they
experienced a
problem on
their
mobile
Sources: IBM,
Forrester,
Tealeaf and Emphathica Reports

34%

of smartphone
users have
scanned a QR
Code, 27%
have read
online reviews

50
%

increase in
online
sales via
mobile
devices
over 2011
of US adults
who have
conducted a
transaction
online or
through a
mobile device
report
experiencing a
problem

84%
92%

of consumers
say
they trust
earned media,
such as
word-of-mouth
and
recommendati
ons

2013 IBM
Corporation

Customer expectations are soaring

They want:
you to know them as an
individual
simple, yet feature-rich selfservice capabilities
a seamless and integrated
experience
relevant, timely promotions
a flawless post-purchase
experience

2013 IBM
Corporation

Every interaction is important

Advocacy

Awarene
ss
Engageme
nt

Involveme
nt
Interactin
g
4

Transactin
g
Usage
2013 IBM
Corporation

Leaders are taking an integrated

approach to commerce

Puts the
customer at
the

of
your
center
commerce
processes

Anticipa
tes and
deliver
across
mobile and
social

Applies deep
insights to
take

action

in real time

Optimiz
es

procurement
based on
demand

Extends core
systems
to
synchroni

ze

your value
chain

2013 IBM
Corporation

Delivering superior customer

engagement every time, in every
context
A supply
chain
prepared

for the
unpredictable

Service that

what knows
customers
want before
they do
6

Marketing
targeted to
every customer

personall
y

Selling thats
there for your
customers,
wherever they
are
2013 IBM
Corporation

Smarter Commerce satisfies customers

at the speed of life

Buy

Market

Adaptive
procuremen
t and
optimized
supply
chain

Targeted and
personalized
marketing
across all
channels

Service

Sell

Anticipate
behavior and
deliver
flawless
customer
service

Seamless
crosschannel
customer
experience

2013 IBM
Corporation

IBMs integrated portfolio for Smarter

Commerce
Smarter Commerce Services
Core Business Solutions and Processes
Buy

Market

Sell

Service

Adaptive
procurement
and
optimized
supply chain

Targeted and
personalized
marketing
across
channels

Seamless
crosschannel
customer
experience

Anticipate
behavior and
deliver
flawless
customer
service

Business Analytics
IBM SmartCloud Solutions, Computing and Infrastructure

2013 IBM
Corporation

We have invested in leading capabilities to transform

your business
LEADER in

procurement

Buy

LEADER in B2B and

Order Management

Buy Sell

LEADER in customer

LEADER in

merchandising

Market Sell

LEADER in campaign
management

Market

experience
management

LEADER in digital

Market Sell Service

Market

marketing

2013 IBM
Corporation

IBMs integrated portfolio for Smarter

Commerce
Smarter Commerce Services

Strategy | IBM Interactive | Systems Integration | Smarter Analytics | Managed Services | Application
Management

Core Business Solutions and Processes

Buy
Supplier Integration
& Collaboration
Supply Chain
Management
Accounts Payable
Source to Contract
Supplier
Management Risk
and Compliance

10

Market
Customer Experience
Management
Cross-channel
Marketing
Optimization
Price, Promotion &
Product
Mix Optimization
Marketing
Performance
Optimization
Digital Marketing
Optimization
Customer Analytics
Marketing
Performance
Analytics

Sell
Cross-channel Selling
Order Management &
Fulfillment
Customer Integration
& Collaboration
Store Solutions
Payments &
Settlements

Service
Delivery, Service, &
Support
Customer SelfService
Case Management
Watson
Engagement
Advisor

Business Analytics
IBM SmartCloud Solutions, Computing and
Infrastructure

2013 IBM
Corporation

But seizing new opportunity depends upon addressing

a diverse set of business needs
Smarter Commerce Services: Innovate and align new
business models to drive new sources of customer value
Buy: Adaptive procurement and optimized supply chain
Market: Targeted and personalized marketing across all
channels
Sell:

Seamless cross-channel customer experience

Service: Anticipates behavior and deliver flawless customer

service
Business Analytics: Improves customer experiences by
embedding actionable insights into operational processes

11

IBM SmartCloud Solutions, Computing and

Infrastructure: Delivers IT infrastructure through the cloud,
unlocks the power of Big Data, and safeguards the security of
critical information.

2013 IBM
Corporation

Smarter Commerce Buy

Adaptive procurement and optimized supply chain
IBM core process capabilities:
Smarter Commerce
Buy enables adaptive
procurement and
optimizes supply chain
to reduce costs,
mitigate risk and drive
efficiencies for the
enterprise.

12

Supplier Integration and Management

Supply Chain Management
Accounts Payable
Source to Contract
Supplier Management Risk and
Compliance

2013 IBM
Corporation

BUY processes and capabilities

Strategic supply chain management
Supplier B2B integration

Buy
Supplier Integration and
Management
Supply Chain
Management
Accounts Payable
Source to Contract
Supplier Management
Risk and Compliance

Supplier collaboration
Supplier performance analytics and
compliance
Supply chain visibility
Inventory management and
optimization
Automated accounts payable
Warehouse management
Transportation management

13

2013 IBM
Corporation

Smarter Commerce Market

Personalized and targeted marketing across channels
IBM core process capabilities:
Smarter Commerce
Market enables you to
have deep awareness
with a 360- degree
insight about your
customers, and drive
targeted marketing
programs that
improve conversions
and ROI.

14

Cross-channel Marketing Optimization

Customer Experience Management
Digital Marketing Optimization
Marketing Performance Optimization
Price, Promotion and Product Mix
Optimization
Customer Analytics
Marketing Performance Analytics

2013 IBM
Corporation

Market processes and capabilities

Mark
Cross-Channel Marketing
et
Optimization
Customer Experience
Management
Digital Marketing
Optimization
Marketing Performance
Optimization
Price, Promotion and Product
Mix Optimization
Customer Analytics
Marketing Performance
Analytics

15

Identify opportunities and predict

marketing outcomes
Decide on the best message or offer to
extend, in any channel
Deliver messages and retain a memory
of interactions
Determine optimum pricing, facilitate
cross channel planning, design,
execution and measurement
Advanced analytics to continually
improve marketing

2013 IBM
Corporation

Smarter Commerce Sell

Seamless cross-channel customer experience

Smarter Commerce
Sell delivers seamless
cross-channel
customer experience
and ensures flexibility
to enable secure,
reliable delivery and
real-time insight for
next generation
commerce.

16

IBM core process capabilities:

Cross-Channel Selling
Order Management and Fulfillment
Customer Integration and
Collaboration
Store Solutions
Payments and Settlements

2013 IBM
Corporation

SELL processes and capabilities

Sell
Cross-channel Selling
Order Management
and Fulfillment
Customer Integration
and Collaboration
Store Solutions
Payments and
Settlements

17

Provide customers and partners with a

seamless end-to-end cross-channel
multi-tier and highly personalized
buying experience
Support any level of complexity and
sales model
Orchestrate orders across extended
value chains
Advanced analytics to continually
improve sales operations

2013 IBM
Corporation

Smarter Commerce Service

Anticipate behavior and deliver flawless customer
service
IBM core process capabilities:
Smarter Commerce
Service provides
relevant, value-added
services that nurture
customer relationships
to improve revenue
and customer loyalty
while reducing care
costs.

18

Delivery, Service and Support

Customer Self Service
Case Management
Watson Engagement Advisor

2013 IBM
Corporation

Service processes and capabilities

Service
Delivery, Service, &
Support
Customer Self-Service
Case Management

19

Deliver product or services via

preferred channel
Offering carefully targeted, value
added services during support
interactions
Provide support/service personnel and
customers with current, accurate and
complete information regarding
products, services, promotions, policies
and procedures
Facilitate first call resolution
Advanced analytics to continually
improve delivery, service and support
efficiently
2013 IBM
Corporation

Business Analytics
Improve customer experiences by embedding
actionable insights into operational processes

IBM Business Analytics

help you understand
the key moments of
truth that can have
dramatic impact on
your business and
customer experience.

20

IBM core analytics

capabilities:
Customer Analytics
Operational Analytics
Threat and Fraud Analytics
Spend Analytics
Web Analytics
Social Media Analytics
Marketing Performance Analytics

2013 IBM
Corporation

IBM SmartCloud Solutions, Computing and

Infrastructure
Deliver agility, integration and automation to drive relevant
business outcomes
IBM core capabilities:
IBM SmartCloud
Solutions, Computing
and Infrastructure offer
acceleration, flexibility
and choice as needed to
transform business
processes.

21

IBM SmartCloud Solutions

IBM Smarter Computing
Integration and Middleware
Big Data
Information Management

2013 IBM
Corporation