IBM Commerce Business Advisory Services. James Fong, MBA - Program Manager, IBM Commerce Business Advisory Services

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1 IBM Commerce Business Advisory Services James Fong, MBA - Program Manager, IBM Commerce Business Advisory Services

2 IBM Commerce Business Advisory Services Helping you Maximize your Omni-Channel Results! Available Now! A tailored set of services based on IBM Commerce software and business goals: Leverage functionalities not currently being used Share Best Practices recommendations Review expected and actual customer journeys Generate benchmark comparisons (industry, competitive, ideal) Identify Key Performance Indicators (KPIs) to monitor business success

3 Who We Are Trusted Business Advisors Human Factors Engineering Product Experts Finance / Accounting Psychology Industry Knowledge Business Management Customer Experience Field Experience Human Computer Interaction

4 INVENTORY ORDERS Shoppers / Buyers PERSONALIZED COMMUNICATIONS Marketing Cloud Channel Fulfillment /Mobile/SMS Business Advisory Services Offerings Marketing Automation Marketing Campaigns Next Best Action PERSONALIZED RECOMMENDATIONS WebSphere Commerce Customer Experience Cart and Checkout Digital Analytics Marketing Optimization Real-Time KPIs, Site Health Merchandising Price & Assortment Optimization Promotion Planning Order Management Availability to Promise BOPIS, Ship from Store Customer Experience Management CX Management Struggle Detection

5 IBM Marketing Cloud Contacts: David Pyrzenski, Consulting Practice Lead, IBM 12/10/2015

6 IBM Marketing Cloud Business Advisory Services Account Direction Analyze and provide best practices, efficiencies, and optimization Staff Augmentation Perform fulfillment services on behalf of the client Marketing Technologist Design, manage, and evolve digital infrastructure Platform Advisor Plan the best way to achieve business goals

7 IBM Marketing Automation Contacts: Sean Barclay, IBM 12/10/2015

8 IBM Marketing Automation Business Advisory Services Depth of Marketing Solutions Usage Available Services Suggested Usage Mature Sophisticated Foundational Immature 3. Marketing Automation ROI Analysis 2. Performance Optimization 1. Campaign Automation Ensure Contact and Response history is captured, analyzed and used to feed into more sophisticated marketing programs Analyze and recommend performance efficiency across the Marketing Solutions infrastructure Define and implement the ability to run Multiple Campaigns in an automated way to create campaign efficiency and increase time to market No Analyst or Analysis - Little Value from the Tool

9 IBM Digital Analytics Contacts: Paul Nangle, Services Sales Architect, Stephan Lacasse, Services Sales East, Linda Ergen, Services Sales West, IBM 12/10/2015

10 IBM Digital Analytics Business Advisory Services Depth of Marketing Solutions Usage Available Services Suggested Usage Optimization Recommendation Analysis Reporting Subject Matter Expert Staff Augmentation Services Dedicated Analytics Analyst Services Dedicated Analytics Advisory Services Have an IBM Digital Analytics Expert as Part of your team Have an IBM Digital Analytics Expert Support your team Have an IBM Digital Analytics Expert Available to your team Data Collection No Analyst or Analysis - Little Value from the Tool

11 IBM Customer Experience Management Contacts: Ryan Ekins, Practice Manager, Stephan Lacasse, Services Sales East, Linda Ergen, Services Sales West, IBM 12/10/2015

12 IBM CX Management Business Advisory Services Business Results Available Services and suggested usage Continuous Improvement Of Customer Experience Tealeaf Overview ❶ Tealeaf Overview ❷ Initial adoption of Tealeaf Tealeaf Quick Win Solution (QWS) Upgrade to new Feature Pack or Version ❸ Tealeaf Upgrade ❹ CX Optimization Time Best Practices Center of Excellence Tealeaf Data Connector

13 IBM Merchandising Contacts: Steve Colten, Analytical Consulting Practice Leader IBM 12/10/2015

14 IBM Merchandising Business Advisory Services Depth of Marketing Solutions Usage Available Services Suggested Usage Benefit-Maximized Optimization Basic Optimization What-if Scenario Forecasting Product Lifecycle Management Retail Execution Recordkeeping 3. Image Item Analysis 2. Store Clustering Analysis 1. Promotion Tactics Response Analysis No Analysis - Minimal Value from the Software Solution Don t guess! Make fact-based strategic pricing decisions to improve business results. Find the sweet spot in the trade-off between increasing operational complexity locationspecific pricing, promotions, and assortments. Don t just take the vendor s word about what to promote or re-run last year s event! Understand which items and tactics truly drive increased sales and margin.

15 IBM WebSphere Commerce Contact: James Fong, Services Sales Architect, IBM 12/10/2015

16 IBM WebSphere Commerce Business Advisory Services Available services and suggested usage Align Customer Strategy with IBM Commerce Strategy Business Results IBM WebSphere Commerce Overview ❶ E-Commerce Overview Initial adoption of IBM WebSphere Commerce ❷ E-Commerce Jumpstart Upgrade to new Feature Pack or Version ❸ E-Commerce Upgrade Review ❹ E-Commerce Strategy Review Time Customer Experience Review Business User Training KPI Review Search Relevancy

17 Case Study: Customer Experience Review Challenge A mid-market seller of DIY and commercial tools had originally based their customer experience (CX) on the starter store from 5 years ago (WC V7 FEP 2 Madisons) and were still on the same Feature Pack. The seller had further customized their CX based on experimentation with customers and now had a highly customized site The seller was also exploring the replacement of Oracle Endeca for their keyword search and catalog navigation with IBM WC Search Opportunity The seller wanted to understand whether they should re-based their CX on the latest starter store or to continue customizing their current CX The seller wanted to understand where some of their current customizations could be moved back to out-of-the-box features The seller wanted to understand what features they were currently not using Deliverables Comparison (spreadsheet) between the seller s current Customer Experience and the current out-of-the-box starter store Analysis (spreadsheet) of current customizations and how they could be delivered using out-of-the-box features Screen shots (96) for reference and analysis Link Sheet (powerpoint) containing useful links to WC resources including links to Knowledge Center for major discussion topics during final deliverable review Fees and Hours ½ day on-site findings and deliverables review $8,000 USD (fixed price including T&L) Suggested Add-On / Follow-up Review of current CX against 2 direct competitors and ideal CX reference, plus review of industry trends & best practices (+$8,000 USD)

18 Case Study: Site Analysis & KPI Recommendations Challenge A large multichannel department store retailer experiencing low conversion rate (0.3%) and high abandonment on their site. Very limited timeframe for implementing technical changes due to code freeze for upcoming holiday season. Due to resource limitations and time constraints, a strategy was needed that will empower the seller to implement some online shopping improvement recommendations on their own. Opportunity The client asked IBM to provide suggestions for increasing order volume on their site. As a traditional brick and mortar retailer, the client needs digital retailing guidance and online customer engagement best practices. The client is expanding into new markets using a multi-site architecture to deliver their shopping experience to multiple countries. Deliverables Practical suggestions for improving online experience fundamentals, including building trust and improving the customer experience. Presentation of observations/recommendations for improving site conversations. Recommendations included site screenshots and mockups detailing suggested changes to online storefront and digital marketing. Documentation itemizing and outlining business value and level of effort for implementing over a dozen KPI improvement recommendations. Fees and Hours 3 days covering online experience, site analytics review, documentation and presentation. Approximate value: $7,500 USD. Suggested Add-On Pre and post-holiday advisory services and migration analysis to identify key new features and leverage platform upgrade best practices.

19 IBM Sterling Order Management Contact: Nate Clodfelter, Practice Manager, IBM 12/10/2015

20 IBM Sterling Order Management Business Results IBM Sterling Order Management Business Advisory Services Available Services and suggested usage ❹ ❶ ❷ ❸ Time

21 IBM Commerce Business Advisory Services For More Information, contact: Marketing Cloud David Pyrzenski Marketing Automation Sean Barclay Digital Analytics Paul Nangle Product Experts CX Management Ryan Ekins Merchandising Steve Colten - WebSphere Commerce James Fong, Industry Knowledge Field Experience Order Management Nate Clodfelter,

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