future of retail retail social business architektur 2012
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Future ofTRANSCRIPT
Business is People ☺
Future of Retail & Consumer ProductsIBM Social Business Architecture
Friedel JonkerIBM Software Client LeaderIBM Software Client LeaderRetail & Consumer ProductsFrankfurt, 27.09.2012
The 7 Cs of IBM Social Business DevelopmentCreativity, Competence, Contacts, Communication, Connections, Collaboration and Change
A Social Business is any company that has integrated and
operationalized social media within every job function to
generate and implement value driving Ideas by smarter
processes and technologies.
The World The World
of Ideas
Those who will not go with the time, will go with the time !2
Engaging
Transparent
A Social Business embraces networks of people to create business value and outperform competition
Transparent
Nimble
3
booz&co, IDC, McKinsey about „Retail and Web 2.0“
4
KORN/FERRY and IBM about „The transformative CMO“
5
Opportunities
Accounts
Contacts
Activities
CRM
Browser
IBM Social Business ArchitectureSocialSocial
CollaborationCollaboration
IBM Social Business Architecture for Retail & CP
MultichannelMultichannel
6
Notes Integration ���� Collaboration ���� Social Funct.
Accounts
Forecasts
Activities
Products
Mobile and Offline
Notes
Mobile
This Architecture Overview will be the final Future Status. Implementatons takes place in Phases
Retail Performance Retail Performance ManagementManagementEasy Easy & & IntegratedIntegrated
SocialSocial
AnalyticsAnalytics
MultichannelMultichannel
ManagementManagement
Retail Performance Management
7
Social Collaboration
8
Reports
IBM Cognos IBM Connections
Social Analytics
9
Ad-hoc Queries
Analysis
Dashboards
Social
Analytics
CommunitiesBookmarks
Activities Profiles
Wikis
FilesBlogs
Social Analytics –Integrated capabilities of IBM ConnectionsHomeSee what's happening across your social network
CommunitiesWork with people who share common roles and expertise
FilesPost, share, and discover documents,
Micro-bloggingReach out for help or share news with
ProfilesFind the people you need
Social AnalyticsDiscover who and what you don’t know via recommendations
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BlogsPresent your own ideas, and learn from others
Post, share, and discover documents, presentations, images, and more
Reach out for help or share news with your social network
WikisCreate web content together
ActivitiesOrganize your work and tap your professional network
ForumsExchange ideas with, and benefit fromthe expertise of others
MobileAccess Connections anywhere, anytime with mobile & tablet access
BookmarksSave, share, and discover bookmarks
Social Analytics –Screenshots from IBM Connections
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Multichannel Management
Optimizing ImpressionsOptimizing Impressions
AnalyticsExploreAdTargetImpression AttributionSearchSocial
Personalizing InformationPersonalizing Information
Analytics
Call Center
Stores
WebsitesUser Experience withLaptops, PCs
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AnalyticsExploreIntelligent OfferLIVEmail
Targeting SegmentsTargeting Segments
AnalyticsExploreAdTargetImpression AttributionLifecycleLIVEmail
• CRM Data• Loyalty Programm Status• Scoring• Demographic Data• etc…
Customer Attributes (offline)
Mobile Devices(Webseiten & Apps)
Off-Site Impressions (Social Media)
Off-Site Impressions (display-ads & andere)
Multichannel Customer Experience –Website Optimization
Usability Analytics
1. Click Heat Maps
2. Link Analytics
3. Form Field Analytics
4. Attention Map
SaaS
Supports Mobile Web
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Integrated with Tealeaf Replay
• Replay the actual session of a single user anywhere in the process for any user
• Discover how a select user uses your site and compare to how most users use the site for additional insights.
• On-premise and integrated w/ Tealeaf solutions including SaaS-based usability
+
On-Premise
Social Sites Benchmark Dashboards
Sentimental Analysis
Relationship-Matrix
Advanced Searching
Text Mining
Flexible Integration of internaland external ressources
Intranet
Multichannel Customer Experience –Social Media Analytics
@Birk – was noch?
Snippet Overview and Details Evolving Topics Individualized Reporting
Relational DBs (market data, studies, CRM-Sytems)
CCI
Complaint Management (Letter, Email, Fax)
Web, Blogs, News, Twitter, Boards
Call-Center Data
www.-Content
Intranet
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Multichannel Customer Experience –Trade Promotion Optimization
Collaboration RetailerManufacturer
Marketing Spend Optimization
Trade Allocation &Optimization
HQ
Shopper Insights &Planning
Marketing Mix Optimization & Execution
Cor
pora
te
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Optimization
Acc
ount
Tea
m
Deal Management Deal Management
Shopper Insights Shopper Insights
Customer Event Planning Promotion Planning
Assortment Planning
Assortment Planning
& Execution
Mer
chan
disi
ng
� Manage Marketing across Multiple Interaction Channels
– Cross-channel marketing strategy is defined and planned using Unica
– Coremetrics is used to track consumer actions, and make relevant recommendations
– The e-commerce web site and order capture is provided by WebSphere Commerce
Marketing messages and campaigns are defined and planned using Unica Campaign
Optimize display and search results with Coremetrics AdTarget and Coremetrics Search
Multichannel Customer Experience –Campaign Managem.
Generate demand with Unica eMessage
(email creation, delivery, tracking
Deliver custom landing pages with targeted messages and promotions via WebSphere
Commerce Precision Marketing
Web
Mobile
Retail Store Systems
Store
Insights from social media, third party websites, purchase history ,etc
Capture responses and refine
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Multichannel Customer Experience –Mobile Optimization
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Start your Social Business Journey with IBM Social Business Agenda Accelerating the value from connecting people in and outside the organization
Soc
ial B
usin
ess
Soc
ial B
usin
ess
Align Organizational Goals & CultureAAAAAAAA
Gain Social TrustGGGGGGGG
Engage through ExperiencesEEEEEEEE
Network Your Business ProcessesNNNNNNNN
Source: “Get Bold: Creating a Bold Social Media AGENDA for Your Business” by Sandy Carter,ISBN: 0132618311, Copyright © 2011, IBM Press
Soc
ial B
usin
ess
Soc
ial B
usin
ess
Network Your Business ProcessesNNNNNNNN
Design for Reputation & Risk ManagementDDDDDDDD
Analyze Your DataAAAAAAAA
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The Social Business Agenda Strategy Workshop provides the overall business linkage for successfu l Social Business transformation
Business Value Assessment (BVA)
ValueAlignment
Day inthe LifeDemo
BusinessCase/ROI
AGENDA Strategy
Workshop
Solution Workshop
Can you show some part of
the solution in my
environment?
What is my Social
Business strategy?
What could or should
we do with a social
business solution?
What does the social business
experience look like for
us?
How can we financially justify our
social business solution?
AAAAAAAA GGGGGGGG EEEEEEEE NNNNNNNN DDDDDDDD AAAAAAAA
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Only IBM has an Integrated Portolio of Software and Consulting Services for End to End Social Business. IBM enables „The tranformative CMO“
Bringing science to science to the art of
digital marketing
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1. Theory and visualized Conceptsof Social Business 2. Architectures and Applications
to successfully implement Social Business
Are the business guidelinesfor the development of
IBM´s own and long Social Business Experiences makes it „As simple as possible 4U“
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3. Experiences from theimplementation ofSocial Business
Improves theImplementationEffectiveness
Improves theImplementationefficiency
Opens the opportunity for a successfullIntegration and Implementation of
If something is simple
then you can explain it to others.
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then you can explain it to others.
Albert Einstein
http://pinterest.com/fjonker/social-business/Social Business on Pinterest
23
Customer Differentiation: IBM technology powers more Internet Retailer Top 500 sites than any other Multi-Channel platform
Range Rank Company Name 2 Staples Inc. 7 Sears Holdings Corp. 8 Liberty Media Corp. (QVC) 14 SonyStyle.com 16 *Costco Wholesale Corp. 21 L.L. Bean Inc. 22 Target Corp. 30 *Avon Products Inc.33 Redcats USA 43 Home Depot Inc., The 45 1-800-Flowers.com Inc. 54 Scholastic Inc. 56 Abercrombie & Fitch Co. 58 Follett Higher Education Group 74 Disney Shopping Inc. 85 Northern Tool + Equipment Co. 86 Bass Pro Outdoor Online LLC 91 Lowe's Cos. Inc.
Top 100
2011 Report
WebSphere Commerce
powers over $27 Billion
of Internet Retailer
sales in the IR Top 500.
This is over 2x more
than our nearest
competitor ATG ($12
Billion)…91 Lowe's Cos. Inc.
103 Harry and David Holdings Inc. 127 The Children's Place Retail Stores Inc.137 Dillard's Inc. 138 VF Corp. 153 LifeWay Christian Resources 164 Coach Inc. 166 Hallmark Cards Inc. 171 Ritz Interactive Inc. 179 Panasonic Corp. of North America 196 Fossil Inc. 200 Borders Direct 214 JoS. A. Bank Clothiers Inc. 238 IKEA.com 240 TimeLife.com 247 BJ's Wholesale Club 252 Sam Ash Music Corp. 281 Moosejaw Mountaineering 282 Boscov's Department Store LLC 299 West Marine Products 331 1800Mattress.com 332 David's Bridal Inc. 363 The Men's Wearhouse Inc. 366 Sterling Jewelers 376 Bealls Inc.
*2012 Go Live
Top 300
Top 400
and more than all of
our main competitors
(ATG, GSI Commerce,
Fry, and Microsoft)
COMBINED.
Two-thirds of the Top
100, and >50% of the
Top 250 WebSphere
Commerce sites
implemented by IBM
Services.
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Industry Solutions
Software Solutions Group
BusinessAnalytics
EnterpriseContent Management
Commerce
Portal
SocialBusiness
IBM Integrated Software Solutions Portfolio
Commerce
Enterp. Marketing Man.
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Content Analytics
Advanced Case Management
Workload Optimized Systems
Social Analytics/Consumer Insight
2012
Decision Management
• $16B+ in 30+ Acquisitions Since 2005
• 10,000+ Technical Professionals
• 7,500+ Dedicated Consultants
• Largest Math Department in Private Industry
• 27,000+ Business Partner Certifications
• 8 Analytics Solutions Centers
• Optimized hardware and software offerings
• 100 analytics-based research assets;almost 300 researchers
Investing to Enable Our Customers
Risk and Regulatory Analytics
Advanced Security Analytics
Price & Promotion Optimization
Supply Chain Optimization
Compensation & Sales Performance Management
pureXML
pureScale
Pervasive Content
Stream Computing
2005
Decision Managementalmost 300 researchers
Autonomic Operations
Developer Productivity
Deep Compression
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Threat analytics
Financial governance Governance, compliance, risk management
Web analytics
Financial risk management
Master data managementData and document capture Data warehouse appliances
B2B integration,
Procurement and sourcing
Enterprise marketing management
Cloud-based analyticsSocial enterprise management
Turn information into insights
Deepen engagement with customers, partners, and employees
Deliver enterprise mobility
Mobile computing platform
Sales Performance Mgmt.
Information Optimization
Cust. ExperienceMgmt.
New IBM Acquisitions complement and enhance our ability to deliver value to clients
BPM for LOB
Enterprise asset management
Security intelligence
Cloud integration
*acquisitions since 2010
Enable agile business processes and applications
Software testing for complex systems
Accelerate product and service innovation
Network automation Endpoint management
Optimize business infrastructures
Manage risk, security, and compliance
Mobile computing platform
Bus
ines
s N
eed
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Businessstrategy andplanning
Process & transaction integrity
Full lifecycle solutions
Apps• Smarter Commerce• Social Business• BI & Analytics• Etc.
Platforms• Networks• Devices• OS’s
Vodafone
IBM´s Integrated Approach for the Mobile Enterprise
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IBM Mobile Enterprise
Open cross-platform development
Integration with backend systems, enterprise data and cloud
End-to-end security and management
Open � Governed � Integral
Full lifecycle solutions
IBM Mobility Apps for Social Business, Business Intelligence & Analytics and Commerce makes you independent from your workplace
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IBM Software Group, Friedel Jonker, SCL R&CPCareer History and Education2008- today IBM, SCL Retail & CP, Germany, Business
Development Manager IBM & SugarCRM, SCL Travel & Transport, Business Development Manager Analytics & PM, Managing Consultant CRM & BI
1994- 2008 Deutsche Leasing AG, S-Finance Group, Germany, CRM & BI Business and Program Director
1990- 1994 Citicorp-Citibank AG, Germany, European Manager Marketing Database VISA
1989- 1990 Ogilvy & Mather Dataconsult, Germany, Consultant
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� German, English (fluent).
� CRM, BI/LI Strategy Leader IBM GBS Germany.
� Winner of the Sales Excellence Award 2005 from the University of St. Gallen and Handelsblatt.
� Broad experience in Planning and Implementing value based CRM & BI/LI Strategy, Processes, Architecture and Systems.
� Member of the MIT, Member of the Sales Executive Councile and member of Marketing Alumni, University of Münster, Germany
Languages and Profile
1989- 1990 Ogilvy & Mather Dataconsult, Germany, Consultant Database Marketing
1988- 1989 Infas, Germany, LOCAL-Direct Project manager for SRPM with Location Intelligence (LI)
1982- 1988 University of Münster, Master of Business Management in Marketing & Statistics
Database Marketing (1994-2000)
• Neue Informationsqualität für das VISA Kartenmanage ment der Citicorp, in: Oracle Finanzwelt, 1994
• Database Marketing bei der Deutschen Leasing AG, in: Jahrbuch 2000, Deutscher Direktmarketing Verband e .V.
CRM (2001-2007)
• Von Database Marketing zum CRM, in: Computerwoche, 1 9/2001
• Customer Relationship Management, Bericht über das Deutsche Leasing CRM-Projekt, in: GoAhead 9/2001, CS C- Ploenzke
• CRM – die nächste Generation, Interview mit Friedel Jonker, in: Computerwoche, 33/2002
• Mit intelligentem Database Marketing und CRM zu übe rdurchschnittlichem Markterfolg, in: Cognos- Kundenma gazin
• Case Study Präsentation C3M-Eagle, marcusevans, FoCu s Gipfel CRM, Montreux, 19.-21. Januar 2003
• Erfolgreiches Customer Relationship Management bei der Deutschen Leasing AG, Nordakademie, Elmshorn, e -think-tank, Februar 2003
• Konflikte zwischen Vertrieb und Vertrag lösen, in: P raxismagazin für Marktkommunikation der Sparkassen- Finanzgruppe, 2004, 11. Jahrgang, Nr. 5, S 38 ff
• CRM und Sales -2 Seiten einer erfolgreichen Verbind ung, im Beratungsbrief von http://www.vertriebs-experts.de , 23.03.2005
• Deutsche Leasing Gruppe: Mit Siebel/Oracle CRM-Syst em das Neugeschäft jährlich um durchschnittlich 12 Prozent gesteigert, in: Oracle Customer Snapshot Juli 2006
• CRM als strategisches Element der wertorientierte U nternehmensführung der Deutschen Leasing AG -7P Pro gramm für erfolgreiche CRM-Programme –Position_Path_Portfolio_Program_People_Progress_Per formance, marcusevans, FoCus Gipfel CRM, Montreux, 14.-16. Februar 2007
References –Literature and Presentations 1994-2012
31
Position_Path_Portfolio_Program_People_Progress_Per formance, marcusevans, FoCus Gipfel CRM, Montreux, 14.-16. Februar 2007
• Case Study CRM bei der DL, in Kundenmanagement –Gru ndlagen-Strategien-Beispiele von Manfred Krafft, Mä rz 2007
Multichannel Customer Management (2008-2010)
• Vom Callcenter zum Intelligent Multichannel Custom er Management Center, IBM Callcenter Circle, Hambur g HASPA, Mai 2008
• Business Intelligence und Performance Management in der Finanzverwaltung, IT & Business Messe Stuttgar t, October 2009
http://fjonker.wordpress.com/2009/10/12/it-business -cio-des-bundes-bei-ibm-cognos/ , Staatssekretär Dr. Hans Bernhard Beus, CIO des Bu ndes
• Neue Technologien schaffen eine Demokratisierung de r Information, Initiative Mittelstand http://www.imittelstand.de/themen/topthema_100288.h tml , 16.11.2009
Integrated Realtime Corporate Management (2010-2011 )
• Integrierte Echtzeit Unternehmenssteuerung (IEU), I BM Partner Channel Kick Off Berlin, Januar 2010, Sa lesforce.com Cloudforce2 Frankfurt, März 2010, Teradata Enterprise Intelligence Summit Berlin, Apr il 2010, IBM Partner University-Frankfurt, April 20 10, Bechtle Partner Präsentation Mannheim, Juni 201 0, FuM Partner Präsentation Stuttgart, Juli 2010
• Integrated Realtime Corporate Management (IRCM), IB M Europe & Asia IT Architects University Stuttgart, April 2010
• Integrierte Echtzeit Unternehmenssteuerung –IBM Syn ergy Play, SAP-DSAG Nürnberg, September 2010, IBM I SV Technical Executive Forum Ehningen, Oktober 2010, Institut für BI Stuttgart, Dezember 2 010
Social Business, Social CRM and Cloud (2011-YYYY)
• Die Rolle von Analytics für Social Software Busines s, IBM Social Business JamCamp, Frankfurt, October 2011
• SUGARCRM on IBM Social Business Overview @CeBIT 201 2, Hannover, März 2012, IBM Partner Event, Kaprun, März 2012
• Social Collaboration and Social CRM in the Secure C loud today, bwcon: Dialog @IBM 2012, Ehningen, Apri l 2012
Friedel JonkerDipl.-KaufmannSoftware Client LeaderRetail & CPIBM Software Group
Wilhelm-Fay-Strasse 30-34D-65936 Frankfurt
Phone (+49)-69-6645-1227Fax (+49)-69-6645-5640Mobile (+49)[email protected]
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Business is People ☺
Selection of Companies on my Networks:
3M, Amadeus, Ameriprise, Booz & Company, Citigroup,
Daimler, Deutsche Bank, Deutsche Telekom,
Deloitte & Touchee, Ernst & Young, IBM, Lufthansa,
McKinsey, Nokia, O2, REWE, Samsung, Sears, Siemens,
Swisscard, Thomas Cook, TUI, Vodafone, Volkswagen and more.