To Compete, You Must Transform: The Importance of Transforming Your B2B Digital Strategy

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "To Compete, You Must Transform: The Importance of Transforming Your B2B Digital Strategy"

Transcription

1 To Compete, You Must Transform: The Importance of Transforming Your B2B Digital Strategy May 24, 2106 Madhukar Kumar VP, Cloud Product Business Group, CX Oracle Andrew Cole, Director of Digital Content, WBR Research Asad Durrani, Chairman & CEO, Aaxis Commerce

2 Topics Key Findings on the State of B2B Digital Transformation The Case for Accelerating Transformation Imperatives and Best Practices for B2B Success Q & A Via Chat Copyright 2015, Oracle and/or its affiliates. All rights reserved. 2

3 Survey Methodology 1% 101 survey respondents mostly representing manufacturers and distributors 9% 7% Manufacturer Distributer 42% of respondents reported revenues of more than $1billon annually 10% 49% Other Retailers & Department Stores Computer Systems & Data Processing Services Responses gathered in April and May of % Healthcare & Biotechnology Copyright 2015, Oracle and/or its affiliates. All rights reserved. 3

4 The growing importance of B2B e-commerce 100% 90% 80% 70% 60% 50% 37% 34% 39% 31% 40% 30% 20% 50% 44% 44% 41% 38% 24% Somewhat Agree Strongly Agree 10% 0% B2B ecommerce is gradually becoming more important B2B ecommerce is critical to our business advantage and results Accelerating digital transformation is a strategic priority for our executives My company wishes to be considered a leader in digital business within our markets/industry 14% 12% My company is shifting to digital faster than our competitors B2B ecommerce is a threat to our sales organization and distributors Fast-tracking digital transformation is a strategic priority for the vast majority of B2B companies. Technologies will be critical to that process. Copyright 2015, Oracle and/or its affiliates. All rights reserved. 4

5 Which stage of digital transformation is your business in? 40% 38% 35% 30% 25% 26% 20% 17% 19% 15% 10% 5% 0% Stage 1: Exploring opportunities for digital transformation Stage 2: Defining digital strategy development process Stage 3: Building, testing, and launching digital capabilities Stage 4: Optimizing digital and innovating ahead of the curve Copyright 2015, Oracle and/or its affiliates. All rights reserved. 5

6 Contrasting the obstacles to delivering the best possible omni-channel ecommerce experience: 60% 55% New Data 50% 40% 48% 44% 41% 40% 41% 41% 34% 33% 30% 20% 28% 27% 24% All Respondents Digitally Mature Companies 10% 0% Complexity of our business Organizational and process challenges Limitations of current ecommerce platform and systems Lack of integration with back office systems Too much reliance on IT Time required to deliver innovations B2B companies cite the complexity of their business as the biggest obstacle to delivering the best possible omnichannel ecommerce experiences. Copyright 2015, Oracle and/or its affiliates. All rights reserved. 6

7 In which of the following are ways you are looking to upgrade your ecommerce experience? Add more rich content and imagery such as video Making product listings clearer, easier to find, and more enticing Building out or improving mobile accessibility Improving the overall user experience Improving SEO and discoverability Enabling audience segmentation and personalization. 64% 64% 63% 62% 60% 59% Better integration with our back-end systems 47% Improving product or service recommendations 43% Improving the quoting and ordering process flow/adding bulk orders Modifying platform to serve multiple types of buying decision makers 32% 34% Better integration with our customers back-end systems Becoming more consistent across international markets 26% 25% 0% 10% 20% 30% 40% 50% 60% 70% New developments in cloud technologies, web content management systems, and other tools support B2B customers unique demands for flexibility, accessibility of information, and enhanced experiences. Copyright 2015, Oracle and/or its affiliates. All rights reserved. 7

8 Contrasting technology priorities over the next 18 months Content Management (CMS / WCMS) 43% 45% Product Information/Content Management 38% 40% Marketing 28% 38% ecommerce Platform (upgrade or replacement) 24% 38% Mobile/Responsive Design 35% 38% Web site analytics 34% 34% All Respondents Quoting Digitally Mature Companies 27% 28% Onsite Search / Navigation 14% 27% A/B Testing 24% 27% Multichannel integration 17% 22% Order Management/Back End Integration 20% 24% New Data 0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 50% While all respondents agree that content management tools are an essential component of the B2B digital transformation, many are still scrambling to build out the most fundamental digital tools, such as marketing and ecommerce platforms. Copyright 2015, Oracle and/or its affiliates. All rights reserved. 8

9 Recap of Survey Findings Fast-tracking their digital transformation is a strategic priority for the vast majority of B2B companies. However, 40% of B2B organizations worry that they are behind the competition. B2B companies must invest in new technologies to support the flexible omnichannel experiences buyers require. Through new cloud and content management technologies, B2B companies can support their customers expanding requirements. B2B companies cite the complexity of their businesses as the biggest obstacle to better ecommerce experiences. Critical internal challenges remain, but the technologies to support digital transformation are more accessible than ever. Copyright 2015, Oracle and/or its affiliates. All rights reserved. 9

10 AAXIS COMMERCE As a Creative Technology Agency, we specialize in driving business results using data insights and technology to orchestrate highlyengaging customer experiences. Asad Durrani, Chairman & CEO, Aaxis Commerce Copyright 2015, Oracle and/or its affiliates. All rights reserved. 10

11 15 Years in Commerce. 500 Commerce & Digital Marketing Experts on Staff. B2B Strategists & Solution Experts. Copyright 2015, Oracle and/or its affiliates. All rights reserved.

12 Copyright 2016 AAXIS Commerce. All rights reserved. Confidential. 12

13 AAXIS B2B Insights 1. Key B2B industry trends to watch and learn. 2. How to compete in acquiring and keeping customers. 3. Tangible best practices B2B industry leaders focus on. Copyright 2016 AAXIS Commerce. All rights reserved. Confidential. 13

14 B2B Buyer Trends 73% 89% 57% B2B Buyers research products & pricing using Google. B2B Buyers are researching company websites before calling a sales rep. B2B Buyers say most of the purchase decision is finished online, before talking to a sales rep. Research by Frost & Sullivan 2015 Copyright 2016 AAXIS Commerce. All rights reserved. Confidential. 14

15 B2B Engagement Trends 74% 93% 76% B2B Buyers say buying from a website is more convenient than buying from a sales representative. B2B Buyers prefer to buy online, once they ve decided what they need. B2B Buyers say Easy To Find and Descriptive Products is #1 website goal. Research by Frost & Sullivan 2015 Copyright 2016 AAXIS Commerce. All rights reserved. Confidential. 15

16 Leaders vs. Laggards 42% Grainger.com Sales ~$4.2B 10% B2B Industry Average ~10% of Sales are transacted online in B2B industry on average. B2B industry leader Grainger generates 42% of all sales from online. Research by Frost & Sullivan 2015 Copyright 2016 AAXIS Commerce. All rights reserved. Confidential. 16

17 Amazon & Disruption 2.3M 80% Low Amazon Business has added over 2.3 million products to it s Amazon Business site, in the past 3 years. Grainger expects its customer sales origination to shift from ~50% to 80% in 4-5 years. Industry wide, pricing is transparent and the cost for buyers to switch MFGs or Distributors is low. Research by Frost & Sullivan 2015 Copyright 2016 AAXIS Commerce. All rights reserved. Confidential. 17

18 Copyright 2016 AAXIS Commerce. All rights reserved. Confidential. 18

19 Win by Acquiring Customers Online 1. Expand online advertising and presence, and make sure to target the right audience. 2. Identify your customer Persona groups and personalize content and offers. 3. Segment personas by what s important for them to make their jobs easier. Copyright 2016 AAXIS Commerce. All rights reserved. Confidential. 19

20 Win with Retention 1. Make it easy to do business with you. 2. Automate manual and repetitive tasks with self-service capabilities. 3. Elevate the role of customer-service and sales from order taker to solution consultant. 4. Help customers do their jobs better. Copyright 2016 AAXIS Commerce. All rights reserved. Confidential. 20

21 Win with Execution AAXIS Digital Maturity Index measures where customers are today, in terms of level of digital sophistication, and creates a strategic framework to advance and drive more revenue in stages. LEVEL 1 Stable Platform Implement Enterprise Level Platform Basic integrations. Digital ecosystem stable. Support and operations model is working. LEVEL 2 Metrics Driven Refine Commerce growth strategy Baseline KPIs Define user personas and segments Define personalization and content strategy Master basic capabilities of the platform LEVEL 3 Advanced Optimization Optimize the business KPIs. Optimize customer segments. Optimize content targeting. Omni-Channel Experiences - Ensure consistent content across ALL channels and touch-points LEVEL 4 Intelligent Automation Omni-channel understanding of customers. Automate personalized, omnichannel engagement. Derive actionable insights from big data. Programmatically drive functionality on your site with real-time, big data insights. Copyright 2016 AAXIS Commerce. All rights reserved. Confidential. 21

22 B2B Best Practices ~$13 billion in annual revenue. ~$1+ billion annual online revenue. Copyright 2015, Oracle and/or its affiliates. All rights reserved.

23 Growth Strategy Have a strategy and a plan for how you re going to run and grow your business online, before you launch. Know what resources, and what partner you ll need to drive customer acquisition, improve conversion rates, and increase customer lifetime value and loyalty. Omni-Channel Digital can and should enhance customer engagement in all channels. Focus heavily on mobile experiences. innovate traditional off-line channels with digital resources shift the role of customer service reps for mere order takers to sales and solution consultants. What s your advice? Copyright 2015, Oracle and/or its affiliates. All rights reserved.

24 What s your advice? Customer Retention To attract and keep valuable customers, understand their needs and persona profiles. Do this before you get started on designing your solution. By focusing on how you can make it easier for your customers to do business with you and be more effective at their own jobs, you will design a winning B2B solution. Data & Integrations At the heart of all customer experience is clean, actionable and accessible data. Focus on enriching, cleansing and organizing your product and commerce related data and make it available enterprise wide. This means investing in either a PIM or MDM solution. System Architecture & Performance Look for opportunities to simplify the number of pieces in your digital ecosystem, while focusing on the performance needed to support the speedy experiences all online users have come to expect. A slow page can often equate to a lost customer! Copyright 2015, Oracle and/or its affiliates. All rights reserved.

25 Get a complimentary B2B Assessment AAXIS will help you define the best strategic and technological approach to grow your online business, according to your organizational needs, budget and readiness. Go to: aaxiscommerce.com/b2bhelp Copyright 2016 AAXIS Commerce. All rights reserved. Confidential. 25

26 Imperatives for B2B Success Madhukar Kumar VP, Cloud Product Business Group, CX Oracle

27 Market Dynamics Create Operational Challenges Technology Innovation & Agility Transparency & Simplicity New Operating Models Journey Focused Customer Experience Copyright 2015, Oracle and/or its affiliates. All rights reserved. 27

28 Most Important B2B E-Commerce Success Criteria 49% 47% 43% 37% 36% 29% 27% 20% 4% % of customers buying online New customer acquisition Online revenue Conversion rate Customer retention Lowering cost Average order Customer to serve customers value lifetime value Average number of line items Copyright 2015, Oracle and/or its affiliates. All rights reserved. 28

29 Aspiration to Execution Gap 35% 23% 15% 16% 20% Today In 3 Years 1% 12% 5% 3% 10% 8% 9% 9% 5% 3% 7% 7% 4% 2% 11% 0-5% 6-10% 11-20% 21-30% 31-40% 41-50% 51-60% 61-70% 71-80% Over 80% Copyright 2015, Oracle and/or its affiliates. All rights reserved. 29

30 Back to Basics for Revenue Growth 79% of the buying journey is completed without a vendor 44% can t match misspelled terms with right product Copyright 2015, Oracle and/or its affiliates. All rights reserved. 30

31 Keys to Tailoring the Buyer Experience Content in Context Simplified Workflow Custom Entitlements Easy Approvals Automated Billing Copyright 2015, Oracle and/or its affiliates. All rights reserved. 31

32 Managing Complexity for Success Seller Business User Empowerment ERP Integration Buyer Online Self-Service Workflow Automation Differentiated Experience Growth Growth Enabled Infrastructure Total Control Over Experience Copyright 2016, Oracle and/or its affiliates. All rights reserved. 32

33 Addressing the Challenges REVENUE EXPERIENCE COMPLEXITY Discoverability Usable Relevance Personalization Visibility Simplicity Internal Complexity Customer Complexity Growth Complexity Copyright 2015, Oracle and/or its affiliates. All rights reserved. 33

34 CX Cloud Suite: Complete CX Solutions & Unified Platform SOCIAL STORE FIELD SALES CONTACT CENTER MOBILE FIELD SERVICE WEB Financial services Communications High tech Consumer goods Life sciences Retail CX INDUSTRY SOLUTIONS Manufacturing Automotive Healthcare CX APPLICATIONS Professional services Hospitality Utilities Travel and transportation Media & entertainment Education & research IOT MARKETING SALES CPQ COMMERCE SERVICE SOCIAL MARKETPLACE UNIFIED CX PLATFORM CUSTOMER MASTER ANALYTICS & DATA VISUALIZATION DATA AS A SERVICE APPS PERSONALIZATION PLATFORM SERVICES INTEGRATION SECURITY Confidential Oracle Internal Copyright 2015, Oracle and/or its affiliates. All rights reserved. 34

35 What Success Looks Like Deployed in 7 countries across 2 major businesses 93% Electronic Order Entry (switch from phone & fax) Multiple platform consolidation Give business users more control 50% increase in online orders 2.5x performance improvement Zero failed orders Launched in 6 months Direct to consumer initiative to bring information to residential customers Deployed Oracle Commerce Cloud Give business users intuitive tools to manage content and commerce experience Interface to Oracle E-Business Suite for inventory and pricing Copyright 2015, Oracle and/or its affiliates. All rights reserved. 35

36 Take The Next Step How Oracle and Aaxis Commerce Can Help Digital Business Assessment Digital Business Strategy and the Business Case for Action Digital Business Technology Roadmap Understand The Possible Copyright 2015, Oracle and/or its affiliates. All rights reserved. 36

37 Q&A For More Information: oracle.com/goto/b2b-ecommerce aaxiscommerce.com/b2bhelp Madhukar Kumar, Oracle: Assad Durani, Aaxis Commerce: Copyright 2015, Oracle and/or its affiliates. All rights reserved.

38 38

An Oracle White Paper April 2014. Extend Your Oracle E-Business Suite Investment With Oracle Commerce

An Oracle White Paper April 2014. Extend Your Oracle E-Business Suite Investment With Oracle Commerce An Oracle White Paper April 2014 Extend Your Oracle E-Business Suite Investment With Oracle Commerce Introduction There have been many questions around how current Oracle E-Business Suite (EBS) customers

More information

Oracle Retail Customer Engagement Cloud Services

Oracle Retail Customer Engagement Cloud Services OR A C L E D A T A S H E E T Oracle Retail Customer Engagement Cloud Services Oracle Retail Customer Engagement Cloud Services is a suite of integrated cloud services designed to drive incremental revenue

More information

SAP's Strategy and Roadmap for Cloud for Marketing How Customers Benefit from Adopting Cloud to Empower the Modern Marketer

SAP's Strategy and Roadmap for Cloud for Marketing How Customers Benefit from Adopting Cloud to Empower the Modern Marketer SAP's Strategy and Roadmap for Cloud for Marketing How Customers Benefit from Adopting Cloud to Empower the Modern Marketer Oliver Conze, Global VP Product Management, SAP June 3, 2014 @oliverconze Legal

More information

Safe Harbor Statement

Safe Harbor Statement Safe Harbor Statement The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment

More information

Infor Rhythm for commerce E-commerce that s comprehensive, integrated, and beautifully-designed

Infor Rhythm for commerce E-commerce that s comprehensive, integrated, and beautifully-designed TM Infor Rhythm for commerce E-commerce that s comprehensive, integrated, and beautifully-designed Deploy a digital experience that delights customers and drives meaningful business results Make online

More information

2012 State of B2B E-Commerce

2012 State of B2B E-Commerce 2012 State of B2B E-Commerce Executive Summary As digital commerce has transformed all commerce over the last decade, customers have been offered increasing control over their buying experience. Ease of

More information

Improving customer relationships

Improving customer relationships White paper Customer Engagement Improving customer relationships How top companies maximize lifetime value through effective customer engagement Page 2 Customer experiences help drive long-term profits.

More information

Data Ownership Overview: Using omni-channel data to connect one-on-one with customers

Data Ownership Overview: Using omni-channel data to connect one-on-one with customers : Using omni-channel data to connect one-on-one with customers Purpose This overview of data ownership provides key insights for marketing practitioners and executives. Those serving and interacting with

More information

Digital Business Services Topic Area Theaters May 17-19, 2016 Orlando, FL

Digital Business Services Topic Area Theaters May 17-19, 2016 Orlando, FL Digital Topic Area Theaters May 17-19, 2016 Orlando, FL Session ID Title Abstract Time and Location DB34027 Exploit Business Benefit Cases to Accelerate and Improve Processes DB34011* DB34008 DB34051*

More information

Introduction. External Document 2015 Infosys Limited

Introduction. External Document 2015 Infosys Limited Digital Building deeper consumer relationships through experience contextualization and personalization, analytics for insights-driven action, and digital program execution for superior ROI. Introduction

More information

InforCloudSuite. Distribution Enterprise. Overview INFOR CLOUDSUITE DISTRIBUTION ENTERPRISE 1

InforCloudSuite. Distribution Enterprise. Overview INFOR CLOUDSUITE DISTRIBUTION ENTERPRISE 1 InforCloudSuite Distribution Enterprise Overview INFOR CLOUDSUITE DISTRIBUTION ENTERPRISE 1 What if... You could implement an enterprise solution customized for distribution without the risks of traditional

More information

hybris Solutions for Industrial Machinery and Components The Value of E-commerce for IM&C companies

hybris Solutions for Industrial Machinery and Components The Value of E-commerce for IM&C companies hybris Solutions for Industrial Machinery and Components The Value of E-commerce for IM&C companies The current market reality Four critical market conditions are forcing IM&C companies to focus on driving

More information

Winning with EPiServer

Winning with EPiServer Winning with EPiServer Doing what no one else is doing Digital Marketing E-Commerce Improving customer experience by combing e-commerce and digital marketing software Doing what no one else is doing Customer

More information

Build a Customer-Focused Digital Strategy

Build a Customer-Focused Digital Strategy Build a Customer-Focused Digital Strategy Featuring: Mike Rowland, Director of Digital Strategy, West Monroe Partners Brian Strojny, Co-Founder, Executive VP, Insite Moderated by: Thomas P. Gale, Publisher,

More information

B2B E-Commerce Solutions Empower Wholesale Distributors

B2B E-Commerce Solutions Empower Wholesale Distributors SAP Thought Leadership Paper Wholesale Distribution B2B E-Commerce Solutions Empower Wholesale Distributors Achieve Interaction Excellence with Outstanding Online Experiences and High-Quality Digital Content

More information

Does ecommerce Self- Service Top the Performance of Sales Reps?

Does ecommerce Self- Service Top the Performance of Sales Reps? Does ecommerce Self- Service Top the Performance of Sales Reps? Point of View Prepared by: Insite Software 1 IRCE 2016 Comparing Performance of Self Service vs. Sales Reps Introductions Senior director

More information

Elevate Customer Experience and Engagement in the New Digital World

Elevate Customer Experience and Engagement in the New Digital World Elevate Customer Experience and Engagement in the New Digital World John Chan CRM Solutions Lead, Microsoft Business Solutions Microsoft Asia Customer buying behavior has fundamentally changed therefore,

More information

DRIVING B2B SALES IN THE AGE OF DIGITAL

DRIVING B2B SALES IN THE AGE OF DIGITAL DRIVING B2B SALES IN THE AGE OF DIGITAL DRIVING B2B SALES IN THE AGE OF DIGITAL WE RE ON THE CUSP OF A GENERATION SHIFT IN B2B PURCHASING. As Business-to-Business (B2B) buyers are exposed to innovative

More information

How to choose the best CMS for customer experience management. A guide for both marketers and developers

How to choose the best CMS for customer experience management. A guide for both marketers and developers How to choose the best CMS for customer experience management A guide for both marketers and developers Table of contents Choosing a web CMS is about more than content management... 3 The new requirements

More information

The 2015 State of E-Commerce in Distribution

The 2015 State of E-Commerce in Distribution The 2015 State of E-Commerce in Distribution Featuring: Jonathan Bein, Managing Partner, Real Results Marketing Sponsored by: Date: March 26, 2015 Speakers Featured Presenter: Jonathan Bein Senior Partner

More information

The digital future for insurance.

The digital future for insurance. Digital transformation can help you tame the perfect storm. The digital future for insurance. Following the 2008 financial crisis, the insurance sector has faced tighter regulation, which has made it harder

More information

THE ESSENTIAL EVENT AUTOMATION PRIMER. A Big Picture Look at Event Automation Software for Data-Driven Marketers and Event Professionals

THE ESSENTIAL EVENT AUTOMATION PRIMER. A Big Picture Look at Event Automation Software for Data-Driven Marketers and Event Professionals THE ESSENTIAL EVENT AUTOMATION PRIMER A Big Picture Look at Event Automation Software for Data-Driven Marketers and Event Professionals 28 % of marketing budgets are allocated to events INTRODUCTION Even

More information

Data Quality in Retail

Data Quality in Retail SURVEY RESULTS Data Quality in Retail How Data Quality Issues Impact Business Processes and Decisions Across Retail Organizations TRILLIUM SOFTWARE Introduction As consumers share data across multiple

More information

Inbound & Outbound Marketing

Inbound & Outbound Marketing Inbound & Outbound Marketing Agency with a creative heart and a technological backbone sales@mcounts.com @mcountsindia Why Us One Stop Shop We are your full-stack marketing partner, including email, display

More information

THE FUTURE OF INSURANCE SALES CONVERGENCE OF DIGITAL AND PHYSICAL

THE FUTURE OF INSURANCE SALES CONVERGENCE OF DIGITAL AND PHYSICAL THE FUTURE OF INSURANCE SALES CONVERGENCE OF DIGITAL AND PHYSICAL CEO survey: Top priority in the coming 3 years? 83% The Digital Insurance PWC 2014 WHAT DEFINES THE DIGITAL EXPERIENCE? TOUCHPOINTS BACKOFFICE

More information

How to Choose the Best Web Content Management System for Customer Experience Management:

How to Choose the Best Web Content Management System for Customer Experience Management: white paper How to Choose the Best Web Content Management System for Customer Experience Management: A Guide for Both Marketers and Developers Table of Contents Choosing a Web CMS is about more than Content

More information

Oracle CPQ Cloud Product Overview. Sergio Martini CX/CRM Master Principal Sales Consultant CX Organization June 11, 2014

Oracle CPQ Cloud Product Overview. Sergio Martini CX/CRM Master Principal Sales Consultant CX Organization June 11, 2014 Oracle CPQ Cloud Product Overview Sergio Martini CX/CRM Master Principal Sales Consultant CX Organization June 11, 2014 Copyright 2014 Oracle and/or its affiliates. All rights reserved. Oracle Confidential

More information

Beyond CRM: a new era for Customer Engagement SAP hybris - Customer Engagement & Commerce

Beyond CRM: a new era for Customer Engagement SAP hybris - Customer Engagement & Commerce Beyond CRM: a new era for Customer Engagement SAP hybris - Customer Engagement & Commerce Enrico Manzi VP Business Development CEC EMEA Lisbon, November 4 th 2015 Agenda Our World Addressing the change

More information

Case Study: How a Scalable E-Commerce Platform Supports Growth

Case Study: How a Scalable E-Commerce Platform Supports Growth Case Study: How a Scalable E-Commerce Platform Supports Growth Featuring: Steve Miller, Xcentium; Randy Higgins, Insite Software Moderated by: Jenel Stelton-Holtmeier, Modern Distribution Management Sponsored

More information

How to Safely Migrate your ERP to the Cloud in Three Steps

How to Safely Migrate your ERP to the Cloud in Three Steps How to Safely Migrate your ERP to the Cloud in Three Steps Introduction Enterprise Resource Planning (ERP) has served as the central nervous system of large organisations for the past two decades. The

More information

Leverage Insights. Ignite Brand Engagement.

Leverage Insights. Ignite Brand Engagement. Leverage Insights. Ignite Brand Engagement. Connect with Your Customers through Individualized Insights from the Teradata Integrated Marketing Cloud. We power marketing. 86% of Customers Say Relevant Offers

More information

Evolution of the Marketing Cloud 4.18.2104

Evolution of the Marketing Cloud 4.18.2104 Evolution of the Marketing Cloud 4.18.2104 What Trends Are Driving This? IT Spend $2.069 Trillion Customer IT Spend $1 Trillion Company IT Spend $1 Trillion Company IT Spend $1 Trillion 82% Maintenance

More information

2014 State of Customer Acquisition

2014 State of Customer Acquisition 2014 State of Customer Acquisition New acquisition survey findings by Trendline Interactive Research study commissioned by CertainSource an ewaydirect Company INTRODUCTION There is a bit of a schism amongst

More information

Information-Driven Transformation in Retail with the Enterprise Data Hub Accelerator

Information-Driven Transformation in Retail with the Enterprise Data Hub Accelerator Introduction Enterprise Data Hub Accelerator Retail Sector Use Cases Capabilities Information-Driven Transformation in Retail with the Enterprise Data Hub Accelerator Introduction Enterprise Data Hub Accelerator

More information

Oracle Sales Cloud Configuration, Customization and Integrations

Oracle Sales Cloud Configuration, Customization and Integrations WINTER 15 Oracle Sales Cloud Configuration, Customization and Integrations Oracle's standards-based, open and flexible platform makes it easy to rapidly build and deploy rich applications or integrate

More information

IBM Coremetrics Web Analytics

IBM Coremetrics Web Analytics IBM Coremetrics Web Analytics Analytics to power digital marketing optimization and execution Highlights Real-time Key Performance Indicators (KPIs) suitable for marketers from finance, retail, content

More information

How the right CXM solutions deliver better customer experiences

How the right CXM solutions deliver better customer experiences The Right CXM Solutions Nurture Better Customer Experiences 1 How the right CXM solutions deliver better customer experiences www.kentico.com 2 The Right CXM Solutions Nurture Better Customer Experiences

More information

Digital Marketing and ecommerce Roadmap

Digital Marketing and ecommerce Roadmap Digital Marketing and ecommerce Roadmap Market trends Experience is the new differentiator Evolution of experience What experience was Language - Offer - Image Adapting to smartphone Adapting to tablet

More information

Public Sector Revenue Management & Collection

Public Sector Revenue Management & Collection Public Sector Revenue Management & Collection Helping revenue collection agencies and empowering citizens Marcos Theophylactou Senior Account Manager Constantin de Gaza Business Development Director and

More information

12% An RIS News Whitepaper. of retailers offer mature omnichannel experiences.

12% An RIS News Whitepaper. of retailers offer mature omnichannel experiences. An RIS News Whitepaper Omnichannel Roadmap: Vision Meets Reality It is widely acknowledged that omnichannel is the future of retail. s want to shop anywhere at any time and expect a seamless experience

More information

CRM. Best Practice Webinar. Next generation CRM for enhanced customer journeys: from leads to loyalty

CRM. Best Practice Webinar. Next generation CRM for enhanced customer journeys: from leads to loyalty CRM Best Practice Webinar Next generation CRM for enhanced customer journeys: from leads to loyalty Featured guest speaker Leslie Ament SVP Research and Principal Analyst at Hypatia Research Group and

More information

ACHIEVE DIGITAL TRANSFORMATION WITH SALES AND SERVICE SOLUTIONS

ACHIEVE DIGITAL TRANSFORMATION WITH SALES AND SERVICE SOLUTIONS SAP Hybris Solution Overview: SAP Hybris Cloud for Customer ACHIEVE DIGITAL TRANSFORMATION WITH SALES AND SERVICE SOLUTIONS The Digital customer requires companies to be one step ahead of them, be better

More information

Adobe Experience Manager: Commerce

Adobe Experience Manager: Commerce Adobe Experience Manager: Commerce Datasheet Adobe Experience Manager: Commerce Benefits of e-commerce capabilities Agile merchandising and marketing Rapid and flexible customization of the shopping experience

More information

Achieving Holistic Governance in Multisourced Environments

Achieving Holistic Governance in Multisourced Environments White Paper Achieving Holistic Governance in Multisourced Environments Effective Service Process Integration with ServiceNow and Cisco ServiceGrid Connecting Data, Evolving Support Our world is becoming

More information

Omni-Channel Marketing for Customer Driven Interaction

Omni-Channel Marketing for Customer Driven Interaction Omni-Channel Marketing for Customer Driven Interaction 2 Omni-Channel Marketing for Customer-Driven Interaction The Customer Driven Experience With the growing impact of mobile apps and digital touchpoints

More information

ENABLING THE OMNI-CHANNEL CUSTOMER EXPERIENCE: BUY, FULFILL & SERVICE FROM ANYWHERE

ENABLING THE OMNI-CHANNEL CUSTOMER EXPERIENCE: BUY, FULFILL & SERVICE FROM ANYWHERE ENABLING THE OMNI-CHANNEL CUSTOMER EXPERIENCE: BUY, FULFILL & SERVICE FROM ANYWHERE Creating the Optimal Omni-Channel Experience Companies with the strongest omni-channel customer engagement strategies

More information

SAP HYBRIS CLOUD FOR SALES

SAP HYBRIS CLOUD FOR SALES Sell Smarter, Anytime, Anywhere SAP HYBRIS CLOUD FOR SALES Selling today is more complex than ever. You need to know your customer s unique challenges, their industry, what they like and how to help them

More information

Delivering Great Customer Experience. Řízení zákaznické zkušenosti aneb boj o zákazníka nejen na sociálních sítích 18.4.2013

Delivering Great Customer Experience. Řízení zákaznické zkušenosti aneb boj o zákazníka nejen na sociálních sítích 18.4.2013 1 Delivering Great Customer Experience Řízení zákaznické zkušenosti aneb boj o zákazníka nejen na sociálních sítích 18.4.2013 Daniel Burian CX Solution Architect 2 1 Proč vlastně? 3 Customer Advocacy In

More information

Marketing Data and Analytics Primer for 2016

Marketing Data and Analytics Primer for 2016 Gartner for Marketers Marketing Data and Analytics Primer for 2016 Andrew Frank VP Distinguished Analyst Martin Kihn Research Vice President G00293079 Marketing Data and Analytics Primer for 2016 Published:

More information

Gain a new perspective on your digital customer experience and get closer to what matters

Gain a new perspective on your digital customer experience and get closer to what matters Gain a new perspective on your digital customer experience and get closer to what matters Redesigning the way companies work and engage customers and employees in the digital world. What if you could actually

More information

Manufacturing Industry KPIs that Matter

Manufacturing Industry KPIs that Matter Manufacturing Companies Run Better on NetSuite. Manufacturing Industry KPIs that Matter Sponsored by Results from Businesses Like Yours Business Visibility 360 o Visibility & Actionable Insight Increased

More information

2014 State of B2B Procurement Study:

2014 State of B2B Procurement Study: Accenture Interactive Point of View Series 2014 State of B2B Procurement Study: Uncovering the Shifting Landscape in B2B Commerce 2014 State of B2B Procurement Study: Uncovering the Shifting Landscape

More information

MarketsandMarkets. http://www.marketresearch.com/marketsandmarkets-v3719/ Publisher Sample

MarketsandMarkets. http://www.marketresearch.com/marketsandmarkets-v3719/ Publisher Sample MarketsandMarkets http://www.marketresearch.com/marketsandmarkets-v3719/ Publisher Sample Phone: 800.298.5699 (US) or +1.240.747.3093 or +1.240.747.3093 (Int'l) Hours: Monday - Thursday: 5:30am - 6:30pm

More information

Finding Opportunity in Omnichannel. Dennis Suler VP Advocacy Referrals, Verizon John Andrews VP Commerce Product Management, Oracle

Finding Opportunity in Omnichannel. Dennis Suler VP Advocacy Referrals, Verizon John Andrews VP Commerce Product Management, Oracle Finding Opportunity in Omnichannel Dennis Suler VP Advocacy Referrals, Verizon John Andrews VP Commerce Product Management, Oracle 2 Finding the Opportunity in Omnichannel John Andrews, VP Product Management

More information

Episerver Digital Experience Cloud Omni-Channel Digital Commerce for Dynamics AX

Episerver Digital Experience Cloud Omni-Channel Digital Commerce for Dynamics AX Episerver Digital Experience Cloud Omni-Channel Digital Commerce for Dynamics AX Power closed-loop digital commerce helping retailers sell online faster and more easily Online marketing and digital commerce

More information

Lukas Kerschbaum, Director Solution Engineering DACH Nicolas Berney, Senior Solution Engineer

Lukas Kerschbaum, Director Solution Engineering DACH Nicolas Berney, Senior Solution Engineer Lukas Kerschbaum, Director Solution Engineering DACH Nicolas Berney, Senior Solution Engineer 1. hybris Overview 2. hybris B2C Customer Journey 3. hybris B2B Features 4. hybris MDM or PCM (Product Content

More information

TECHNOLOGY VALUE MATRIX 2H2015 - CRM

TECHNOLOGY VALUE MATRIX 2H2015 - CRM R E S E A R C H N O T E D O C U M E N T P 1 4 9 S E P T E M B E R 2 0 1 5 TECHNOLOGY VALUE MATRIX 2H2015 - CRM A N A L Y S T S Rebecca Wettemann, Fernando Cruz T H E B O T T O M L I N E Customer relationship

More information

State of Sales Technology and performance insights from over 2,300 global sales leaders. research

State of Sales Technology and performance insights from over 2,300 global sales leaders. research 2015 State of Sales Technology and performance insights from over 2,300 global sales leaders research About This Report 2 Salesforce Research surveyed more than 2,300 In this report, we define high-performing

More information

Financial Services. Market Insights, Drivers & Best Practices

Financial Services. Market Insights, Drivers & Best Practices Financial Services Market Insights, Drivers & Best Practices Purpose This guide provides key insights for digital marketing practitioners and executives working in the Financial Services industry. Those

More information

Strategic Solutions that Make Your Work Easier. Projects Made Easier Decisions Made Easier Business Made Easier

Strategic Solutions that Make Your Work Easier. Projects Made Easier Decisions Made Easier Business Made Easier Strategic Solutions that Make Your Work Easier Projects Made Easier Decisions Made Easier Business Made Easier Have You Outgrown Your Systems? Buyers Say the Partner and the Product are More Important

More information

CMO COUNCIL ADVOCATES BETTER USE OF DATA

CMO COUNCIL ADVOCATES BETTER USE OF DATA CMO COUNCIL ADVOCATES BETTER USE OF DATA at demo traction boston 2015 CMO COUNCIL ADVOCATES BETTER USE OF DATA AT DEMO TRACTION 2015 Speakers Call for Integrated, Data-Driven Marketing Strategies That

More information

Experience the power of 'One'

Experience the power of 'One' FUJITSU Market Place Experience the power of 'One' Integrated omni-channel retailing is now a reality. One customer view. One customer experience. One interface. One FUJITSU Market Place. Open up new retail

More information

Build Your Brand and Increase Revenue Through Digital Channels

Build Your Brand and Increase Revenue Through Digital Channels SAP Brief Adobe Experience Manager from SAP Adobe Target from SAP Adobe Analytics from SAP Objectives Build Your Brand and Increase Revenue Through Digital Channels Engage customers with personalized content

More information

Life Technologies Corporation, transforming lives through science.

Life Technologies Corporation, transforming lives through science. Corporation, transforming lives through science. Biotech firm grows online traffic by 25% and boosts e-commerce orders by 6.1% with help from Adobe Marketing Cloud. Adobe Marketing Cloud enables us to

More information

THE EVOLUTION OF TV. The Promise of Programmatic TV

THE EVOLUTION OF TV. The Promise of Programmatic TV 3 THE EVOLUTION OF TV The Promise of Programmatic TV Our Evolution of TV series explores how TV is shifting to internet delivery. Programmatic TV is one dynamic driving the shift and potentially transforming

More information

THE 7 STEPS TO A SUCCESSFUL CRM IMPLEMENTATION DEPLOYING CRM IN THE NEW ERA OF CONNECTED CUSTOMERS

THE 7 STEPS TO A SUCCESSFUL CRM IMPLEMENTATION DEPLOYING CRM IN THE NEW ERA OF CONNECTED CUSTOMERS THE NEW ERA OF ABOUT THE AUTHOR Paul Rogers is the Head of Customer Experience and CRM within HCL s Applications Division. Based in London, Paul is responsible for leading HCL s CRM consulting and technology

More information

Marketing Strategy, Operations & Measurement Business Strategy, General Management & Leadership Project, Risk & Change Management

Marketing Strategy, Operations & Measurement Business Strategy, General Management & Leadership Project, Risk & Change Management Marketing Strategy, Operations & Measurement Business Strategy, General Management & Leadership Project, Risk & Change Management 2014 Marketing Outlook Study: Highlights & Horizons Balance Sheet Template

More information

Unlock your digital marketing potential

Unlock your digital marketing potential Unlock your digital marketing potential 1 Our digital marketing alliance. 2 Deloitte & Adobe: better together Our roots run deep. We have a proven history of collaborating for client advantage. Our decade-long

More information

REDEFINE CUSTOMER EXPERIENCE with ITC INFOTECH

REDEFINE CUSTOMER EXPERIENCE with ITC INFOTECH REDEFINE CUSTOMER EXPERIENCE with ITC INFOTECH Partner of choice for CX Cloud The customer is being rediscovered giving rise to the need for a defined and actionable enterprise customer experience strategy

More information

MULTICHANNEL MARKETING

MULTICHANNEL MARKETING REPORT Report Multichannel Marketing MULTICHANNEL MARKETING A Study Highlighting Current Approaches and Investment, Opportunities and Key Challenges 1 2 Introduction 4 Key findings 6 Conclusion 19 3 INTRODUCTION

More information

Marketing Automation Solutions Market India Increasing Enterprise Digital Marketing Initiatives Drive Growth at a CAGR of 25% by 2020

Marketing Automation Solutions Market India Increasing Enterprise Digital Marketing Initiatives Drive Growth at a CAGR of 25% by 2020 Marketing Automation Solutions Market India Increasing Enterprise Digital Marketing Initiatives Drive Growth at a CAGR of 25% by 2020 P82F-70 December 2014 Contents Section Slide Number Executive Summary

More information

Cautionary Statement Regarding Forward-Looking Statements

Cautionary Statement Regarding Forward-Looking Statements Oracle Buys BlueKai Extends the World s Largest Marketing Cloud with the Leading Data Management Platform to Personalize Marketing Programs and Customer Experience Oracle is currently reviewing the existing

More information

Outlook 2011: Survey Report

Outlook 2011: Survey Report Web Analytics Association Outlook 2011: Survey Report page 1 Web Analytics Association Outlook 2011: Survey Report Prepared by the Web Analytics Association February 2011 All Rights Reserved Web Analytics

More information

IBM Coremetrics Web Analytics

IBM Coremetrics Web Analytics IBM Coremetrics Web Analytics Analytics to power digital marketing optimization and execution Highlights Real-time Key Performance Indicators (KPIs) suitable for marketers from finance, retail, content

More information

2013 SIIA Strategic and Financial Conference New York, NY

2013 SIIA Strategic and Financial Conference New York, NY Since 1987 The Coming Shift in Digital Marketing: Always On CRM 2013 SIIA Strategic and Financial Conference New York, NY www.jegi.com June 21, 13, 2013 2012 Discussion Agenda M&A Heating Up in Marketing

More information

Transform the Customer Experience in Retail Energy Across All Channels

Transform the Customer Experience in Retail Energy Across All Channels Transform the Customer Experience in Retail Energy Across All Channels Bruno Gapo Utilities Industry Director Oracle Eric-Thierry Martin Director of CX Product Strategy for Energy & Utilities Oracle September

More information

Delivering information-driven excellence

Delivering information-driven excellence Delivering information-driven excellence UNLOCKING THE BENEFITS OF Multi-domain Master Data Management In a highly competitive, global economy where data is now a core enabler, industry leaders are increasingly

More information

The Digital Transformation

The Digital Transformation The Digital Transformation Driving Multichannel Engagement in Life Sciences with Oracle Marketing Cloud Peter Rojas Sr Director Life Sciences Marilyn Cox Marketing Principal - Industry Center of Excellence

More information

Use Your Contact Center to Build a Better Customer Experience

Use Your Contact Center to Build a Better Customer Experience SAP Brief SAP Customer Relationship Management SAP Contact Center Objectives Use Your Contact Center to Build a Better Customer Experience Engage your customers across all points of contact Engage your

More information

When did you first build your current ecommerce platform? Or when did you last upgrade or replatform?

When did you first build your current ecommerce platform? Or when did you last upgrade or replatform? Technological advances and social networking continue to transform the online shopping experience. Meanwhile shoppers expectations are set by the best-of-breed ecommerce sites they frequently visit. That

More information

Vision for the Future: Digital Transformation of Government CORE 2016 Nick Campisi Director, US S&L Pre Sales Engineering Public Sector Applications

Vision for the Future: Digital Transformation of Government CORE 2016 Nick Campisi Director, US S&L Pre Sales Engineering Public Sector Applications Vision for the Future: Digital Transformation of Government CORE 2016 Nick Campisi Director, US S&L Pre Sales Engineering Public Sector Applications Top Boardroom Priorities Readiness for Inorganic Growth

More information

Monetizing Mobile Applications How to maximize investment, move up the value chain and expand into new markets

Monetizing Mobile Applications How to maximize investment, move up the value chain and expand into new markets Monetizing Mobile Applications How to maximize investment, move up the value chain and expand into new markets Strategic White Paper Network providers are well aware of the challenges presented by today

More information

Advertising Automation SOFTWARE OVERVIEW

Advertising Automation SOFTWARE OVERVIEW Advertising Automation SOFTWARE OVERVIEW Nanigans powers the world s most successful in-house advertising teams. Automate your customer acquisition and remarketing campaigns using Nanigans, with programmatic

More information

The long road to digital transformation

The long road to digital transformation The long road to digital transformation We surveyed 200 marketing, IT and business leaders to gain insight into the state of digital transformation initiatives. Bottom-line: There is a long road ahead.

More information

Data Driven Marketing

Data Driven Marketing Data Driven Marketing B2B MARKETING AUTOMATION BENCHMARKS FIND. NURTURE. CONVERT. The most challenging obstacles to B2B Marketing Automation success and how marketers will overcome them in the year ahead.

More information

Continuous Customer Dialogues

Continuous Customer Dialogues Continuous Customer Dialogues STRATEGIES FOR GROWTH AND LOYALTY IN MULTI-CHANNEL CUSTOMER-ORIENTED ORGANIZATIONS whitepaper TABLE OF CONTENTS: PAGE Overview...3 The Continuous Customer Dialogue Vision...4

More information

Sitecore Commerce. The Art of Commerce is driven by the Experience Presented by Thomas Møller Jensen

Sitecore Commerce. The Art of Commerce is driven by the Experience Presented by Thomas Møller Jensen Sitecore Commerce From the moment the consumer become aware of a brand or business until well beyond their purchase. Our customers knows that the brand experience has to be completely deliberate and by

More information

Hybrid Cloud & IT Management. Enabling digital transformation through a modern, flexible infrastructure

Hybrid Cloud & IT Management. Enabling digital transformation through a modern, flexible infrastructure Hybrid Cloud & IT Management Enabling digital transformation through a modern, flexible infrastructure Contents Overview Business drivers End-to-end solution Your challenges. Our response Robust platform,

More information

Top E-Commerce Challenges Facing the Wholesale Industry

Top E-Commerce Challenges Facing the Wholesale Industry Top E-Commerce Challenges Facing the Wholesale Industry Contents Executive Summary 2 Upgrading an E-Commerce Platform for the Right Reasons 2 Choosing the Right Time to Make the Transition 3 Addressing

More information

Oracle Buys ATG Combination Creates Best-in-Class CRM and Cross-Channel Commerce Solution January 5, 2011

Oracle Buys ATG Combination Creates Best-in-Class CRM and Cross-Channel Commerce Solution January 5, 2011 Oracle Buys ATG Combination Creates Best-in-Class CRM and Cross-Channel Commerce Solution January 5, 2011 Oracle is currently reviewing the existing ATG product roadmap and will be providing guidance to

More information

An Oracle White Paper March 2011. Reinventing the Web Channel to Maximize B2B Sales and Customer Satisfaction

An Oracle White Paper March 2011. Reinventing the Web Channel to Maximize B2B Sales and Customer Satisfaction An Oracle White Paper March 2011 Reinventing the Web Channel to Maximize B2B Sales and Customer Satisfaction Introduction Today s business-to-business (B2B) organizations are looking with renewed urgency

More information

The Role of CRM in Customer Service Management

The Role of CRM in Customer Service Management Application Development The Role of CRM in Customer Service Technology Integration Consulting Services When you think about CRM, do you think first (and often only) of one department in your company? For

More information

Secure a Sustainable Competitive Advantage in Wholesale Distribution. Redefining Business Strategies to Differentiate in the Omni-channel World

Secure a Sustainable Competitive Advantage in Wholesale Distribution. Redefining Business Strategies to Differentiate in the Omni-channel World Distribution the way we see it Secure a Sustainable Competitive Advantage in Wholesale Distribution Redefining Business Strategies to Differentiate in the Omni-channel World Introduction The wholesale

More information

CHOOSING AN SEM PLATFORM:

CHOOSING AN SEM PLATFORM: CHOOSING AN SEM PLATFORM: Analyze, Ask and Act WRITTEN BY DoubleClick Search PUBLISHED May 2014 THE RUNDOWN Marketers are constantly being asked to do more with less. The good news is that technology is

More information

Proven Enterprise Results

Proven Enterprise Results Proven Enterprise Results 20% faster decision making on approvals 3% improvement in net margin rate year 1 $5.5MM in contribution margin Days into seconds (time to produce large proposals) 75% reduction

More information

THE ENSIGHTEN PROMISE. The Power to Collect, Own and Activate Omni-Channel Data

THE ENSIGHTEN PROMISE. The Power to Collect, Own and Activate Omni-Channel Data THE ENSIGHTEN PROMISE The Power to Collect, Own and Activate Omni-Channel Data EXECUTIVE SUMMARY Pure client-side or pure server-side tag management systems (TMS) suffer from critical limitations: The

More information

Delivering Customer Value Faster With Big Data Analytics

Delivering Customer Value Faster With Big Data Analytics Delivering Customer Value Faster With Big Data Analytics Tackle the challenges of Big Data and real-time analytics with a cloud-based Decision Management Ecosystem James Taylor CEO Customer data is more

More information

The Rising Opportunity for CMO-CIO Collaboration in the Pharmaceutical Industry

The Rising Opportunity for CMO-CIO Collaboration in the Pharmaceutical Industry Accenture Life Sciences Rethink Reshape Restructure for better patient outcomes The Rising Opportunity for CMO-CIO Collaboration in the Pharmaceutical Industry Demographics Life Sciences Pharma/Biotech:

More information

IBM Multi-Enterprise Relationship Management

IBM Multi-Enterprise Relationship Management IBM Multi-Enterprise Relationship Management Transform your B2B community with faster, simpler onboarding, management and collaboration Contents 1 From chaos to control in B2B management 2 The rising challenges

More information

Unisys Innovation Plan

Unisys Innovation Plan Unisys Innovation Plan June 12th, 2015 Our View of the Market Unisys regards user support, cloud/datacenter, applications, data, analytics, social, service management and security as essential components

More information