IBM Software Group

WebSphere Commerce Opportunity Identification

July 2011

got commerce?

® © IBM Corporation

IBM Software Group | WebSphere software

B2C – Messages and Pains

…provide your customers with a consistent experience whether they shop online, in the store or over the phone …target the right customers with the right messages, offers, cross-sells and up-sells …rapidly adopt best practices for marketing, merchandising and selling …give your employees the tools they need to effectively and responsively manage customers, orders, content and campaigns …tightly integrate operations across Web, store, telesales and the back-office …connect with your supply chain to improve inventory and fulfillment processes …take advantage of the efficiencies, insights and innovation technology makes possible to rapidly respond to needs & opportunities

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IBM Software Group | WebSphere software

These Retailers Already Have Bet Their Business On It

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Consumers get a consistent, highly personalized experience – using the channels they prefer

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Each channel drives significant business in the other channels

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Highly targeted campaigns run by business managers without IT help

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Gift services offered through partner sites

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Inventory availability ensured

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Offers consumers unmatched choice in what to buy, how to buy and how to get it home -- Click & Collect, in-store kiosk, Ring & Reserve, Text & Take home, Vodafone Live

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Integrated with back end for a completely automated, end-to-end order process

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Create branded stores for leading customers in 2 days or less 2-channel shoppers outspent 1-channel by 114%; 3-channel 167% Project increases of 50% in conversion and 10% per transaction Profitable growth in all channels - store, tele, Web and mobile 100% ROI within a year; 20% increase in sales in 3 months

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Driving Home Depot’s future growth

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5 year agreement, double digit license revenue

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B2C, B2B, Kiosk, Supply Chain Management Approx 50,000 items managed in 1,900 stores in Americas 3

IBM Software Group | WebSphere software

B2B – Messages and Pains

…automatically honor the terms and conditions you negotiate with your customers and partners …target the right customers with the right messages, offers, cross-sells and up-sells …rapidly adopt best practices for marketing, sales and service …give your employees and partners the tools they need to effectively and responsively manage customers, orders, content and campaigns …integrate and simplify processes across the company and beyond to include customers, suppliers and partners …extend e-commerce capabilities to your channel partners to help them better meet customer needs …take advantage of the efficiencies, insights and innovation technology makes possible to rapidly respond to needs & opportunities

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IBM Software Group | WebSphere software

Not Limited to Retailers – B2B Companies See it Too!

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9 infrastructures consolidated down to one

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Personalized experience for businesses and consumers, based on preferences, locale, contracts $26 billion in annual revenue; over $1 billion saved

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Sell products seamlessly through 20K resellers

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Sell both direct and indirect with one solution Projects 100% ROI in under a year

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Deliver differentiated dealer services such as real-time price and availability, self-serve order management, deal collaboration

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Automate contractual, relationship-based interactions, policies, pricing

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Improve real-time inventory capability

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Manage and extend brand content across dealer network

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Substantially upgrade existing Intershop solution

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single infrastructure for all domains and models (B2C, B2B, Partners

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Looking for a strategic Business Partner $1M saved in paper/ postage. Orders went from overnight to real time $700M (70%) of sales come through site Rolling out 50,000 Extended Sites to B2B customers and partners over 5 years 5

IBM Software Group | WebSphere software

eCommerce in a Nutshell

 B2C  A good B2C commerce site mimics an excellent sales person in a store (Does your customer need that?):   Knows you, your habits and history Helps you find what you are looking for  Gives you reasons to come back  When you look at the site, would you come back?

 B2B  B2B commerce is anything with a

catalog,

a

transaction

your customer need that?) and a

human

(Does  If a human is involved (orders via email, snail mail, phone, fax, etc…), think of WebSphere Commerce

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IBM Software Group | WebSphere software

How To Identify a WebSphere Commerce Opportunity

• • • • •

Ask each customer: “Who do you sell to and how do they place orders with you?” Take LOTS of notes Contact your WebSphere Commerce rep Who to Talk to

– VP of Marketing, VP of Sales, VP of eCommerce, CIO

Catch words

– – – – – – – – – – – Transaction Catalog / Online Catalog Selling / Cross-sells / Up-sells / Selling Across Brands / Selling services with products Multichannel retailing Multichannel order capture Value chain Channel conflict Driving more business to stores B2B Looking to re-platform current eCommerce site ATG, Escalate Retail, Broadvision, Comergent, Microsoft, MarketLive, GSI Commerce, DemandWare, SAP, Oracle, Sterling Commerce, Frye.

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Retailing

: Cross-Industry Online Retail Management: marketing, merchandising, and customer service Multichannel Retail: online channel strengths to drive customers into stores

Who to Talk to

Marketing & Communications Sales Mgr/VP

What to ask

– What if you could have your product catalog online, enable customers to order & receive goods as well as provide advanced customer service?

– What if you could understand your customers purchase behavior across all your channels and use this to increase your online selling & service tactics?

– What if you could automatically x-sell products when customers browse your catalog to increase sales?

– What if you could target email campaigns to customers based on purchase history (or site activity) and provide value based promotions to drive cross brand purchases or traffic to your affiliated sites or stores?

B2B

VP Sales, Director Online Sales  Can your customers and your direct sales reps place and track orders online? If so, are you achieving the sales revenue that you expect from your online channel?

 Do you provide sales productivity tools to streamline purchasing processes?  Do your customers buy under negotiated contract terms & conditions?

VP Marketing  Do you provide timely product information to your customers?

 Are you able to target customers with promotions?  Are you able to analyze the effectiveness of your online channel?

VP Operations   How cost effective are your order capture and fulfillment processes?

Do you have visibility into inventory from your online channel?

Director Call Center, Director Customer/ Partner Service  How cost effective are your current call center operations?

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IBM Software Group | WebSphere software

Hosting: Target Audience and Prospecting Questions

Top Industries

– – Manufacturing (e.g. Michelin, IBM, Stanley Tools) Distribution (e.g. Avnet, Tupperware, Avon) – Affiliate (e.g. WGBH, NFL, NASCAR)

Who to Talk to

– Mgr of Dealer/Affiliate Relations – Sales Mgr/VP

What to ask

– Do you sell through channels -- resellers, dealers, distributors?

– – – Do you sell online? Do you have channel conflict issues? Do your channel partners sell online? Do you know your end customers, profile, habits? Are you looking for more market intelligence?

– Do you require consistent branding? Do you have it on your website?

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IBM Software Group | WebSphere software

Why IBM – General Differentiators



Product Strategy

 Business user productivity, including content management and marketing automation; further search and navigation enhancements, including guided merchandising, B2B, and partner management enhancements; SOA and Web services enhancements, and the incorporation of emerging Web 2.0 concepts.

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Product Architecture

 Built on WebSphere App Server, WebSphere Commerce makes superior use of the platform's native integration and performance. This tightness provides robust scalability and reliability and supports enterprise-class commerce volumes. This means fewer licenses required for similar traffic; thus less cost for the eCommerce Platform.

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Multi Channel Leadership and Delivery

 WebSphere Commerce provides integrated multi-channel delivery that includes kiosks, POS integration, call center integration, and support for mobile devices.

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Employees and Partner Relationships

 In the specific area of WebSphere Commerce, IBM has a combined total of well over 500 employees worldwide. This is more than the total size of employees of other vendors.

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World Class Customer Service and Delivery

 24x7 Customer Service and a nationwide group of world class consultants available to service customer needs and requirements.

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Globalization

 WebSphere Commerce powers Customers which are extremely focused on regional-based pricing and selling assortments. Cultural nuances including languages and currencies are maintained on a single infrastructure

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IBM Software Group | WebSphere software

Why IBM – Product Capabilities



Campaigns and Marketing

 Strong Experimentation techniques that can handle complex requirements, Robust guided selling and comparison Metaphors; Fast reaction times for Campaigns and Promotions.

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Personalization and Recommendation Based Marketing

 Differentiator for recommendations based on communities and persona preferences - e.g.- People who bought this also bought this.

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Strong Analytics with Coremetrics

 Industry Leading Analytics with Coremetrics provides auto tagging and completely Closed Loop Analytics with WebSphere Commerce.

 

Sales and Call Center

 Unparalleled capabilities for enabling CSRs to sell more and drive revenue. No other vendor has the richness of functionality to empower the CSRs in a sales mode.

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Pricing Model, Payment and Shipping

 End to End Order Management for sales processes – Most robust and capabilities Rich Ordering Subsystem, ATP, RMA processing, payments, shipping Rules (3PL, etc), Taxation Rules. All geared to enable Merchants to do better business online and across Channels.

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IBM Software Group | WebSphere software

One Stop for Information:

www.ibm.com/websphere/commerce

Selling WebSphere Commerce http://w3-03.ibm.com/software/sales/salesite.nsf/salestools/TeleSales+Kits$Selling_WebSphere_Commerce WebSphere Commerce Enterprise – Features and Benefits http://www-306.ibm.com/software/genservers/commerce/wcbe/features/

Thai

WebSphere Commerce in Action

Traditional Chinese

http://ecdid.torolab.ibm.com/links/commerce_sites.htm#Retail

Russian

Gracias

Spanish

Thank You

English

Obrigado

Brazilian Portuguese Arabic

Da n k e

German

Grazie

Italian Simplified Chinese

M erci

French Japanese Korean Korean Tamil

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