future of business ecosystemes
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CRM Acceleration London, September 2012, IBM Presentation: The future of Business EcosystemsTRANSCRIPT
The Future of Business Ecosystems
Roy Lee Leader: Mid Market Marketing Europe
© 2012 IBM Corporation
Our world is instrumented, interconnected and intelligent
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Channels continue to proliferate
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Mobile connectivity increases
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“The need for organisations to shape and manage the right channel mix has never been more urgent” �
Source: IBM Smarter Channels Whitepaper
“Some aspects of traditional business models need to be challenged and re-defined to exploit the opportunities these trends present” �
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Channel selection remains a primary challenge
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Customer want to know:��“How to align products/services, customer segments and channels with brand positioning” �
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Zero Moment Of Truth
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Collaborating across the Ecosystem
Focus on Data Focus on People
Sale Force Automation Social Selling
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Social Selling Capabilities
Reach Spend more time with customers
Discover Understand your customers better than the competition
Act Focus on opportunities that create the most profit
Engage Apply expertise from across the Ecosystem
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Discover - Understand your customers better than the competition
Know what customers are talking about and what they like and don't like through sentiment analysis of social data
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Engage - Apply expertise from across the Ecosystem Easy access to experts so you get customer questions answered
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Engage - Apply expertise from across the organization
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Act - Focus on accounts and opportunities that create the most profit
Use predictive analytic models to focus on the right deals and recommend the best products and pricing
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Reach - Spend more time with customers Access to experts, content and communities from Apple, Android, RIM and Nokia mobile devices
Reach - Spend more time with customers Collaborate with customers remotely with a rich set of social tools
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Engagement with Experts across the Ecosystem
Support SCM HCM ERP Sales Marketing
Delivers l Higher close rates l Lower churn of important accounts l Tighter customer relationships l Shorter sales cycle l More competitive wins
How To Get Started
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Different starting points for Social Selling
Maximize Reach with your customers • IBM SmartCloud Engage • IBM Customer Experience Suite
Discover insights about your customers • IBM Cognos Consumer Insight
Act on opportunities that create the most profit • IBM Cognos Express • IBM® SPSS® Decision Management
Engage expertise across the organization • IBM Connections • IBM Sametime
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Roy Lee, [email protected] Twitter: @roylee111