1. 2013 IBM CorporationUn viaggio alla conquista del clienteNuovi territori e nuovi modelli di business per laCustomer Centricity: un approccio social alle strategie aziendali.Alessandro ChinniciEnterprise 2.0 & Social Business Consultant IBM Italiaalessandro_chinnici@it.ibm.comachinnici alessandrochinnici

2. 2013 IBM Corporation50%of consumers are usinga mobile device in storesof web usersvisit social sites80%+of consumers trust word-of-mouthand recommendations92%of smartphone usershave scanned a QR Code34%during holiday seasonover 50%2012 online sales viamobile devices upof companies haveused crowd sourcing44%25%of time on the internet spenton social networks and blogsmobile devicessocial sitesrecommendationsQR Codesonline salescrowd sourcingsocial networksand blogs

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6. 2013 IBM CorporationAwareness AdvocacyIl viaggio alla conquista del cliente

7. 2013 IBM CorporationPERSONALIZZATORILEVANTECOINVOLGENTE

8. 2013 IBM CorporationOltre deiconsumatoriutilizzanoalmeno 2canali peracquistarebeni/serviziIl 35% ne usapi di 3

9. 2013 IBM CorporationFonte: http://www.zdnet.com/the-new-digital-customer-journey-cross-channel-mobile-social-self-service-and-engaged-7000015570/

10. 2013 IBM CorporationFonte: http://www.zdnet.com/is-the-window-closing-on-enterprise-customer-communities-7000014884/

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13. 2013 IBM CorporationTRADINGpartnersSELLINGpartnersDISTRIBUTIONpartnersSERVICEpartnersSUPPLIERSMARKETINGagencies

14. 2013 IBM CorporationUna supply chain pronta areagire anche agli imprevistiUn marketing capace di parlaread ogni singolo clienteUn customer service in gradodi anticipare e rispondere alleesigenze dei clientiUn canale di vendita perraggiungere chiunque, ovunque

15. 2013 IBM CorporationBuy MarketService Sell

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19. 2013 IBM CorporationSocial Media AnalyticsUnderstand customer sentimentAffinity AnalyticsAssess your brand

20. 2013 IBM CorporationTargeted PromotionsTest and increase conversion rateCustomerSegmentationTarget the right customersat the right timeMarketing DashboardTrack results in real time

21. 2013 IBM CorporationIntegrated eCommerceDeliver seamless shoppingexperiencesRich MediaManage and deployrich media contentSocial Media PublisherManage your messageacross social channelsCommunitiesMarketing gets social

22. 2013 IBM CorporationResponsive DesignOptimize your mobile experienceManage on the GoMobile customer experiencemanagementNative MobileBuild and deploy appsAppleAndroidNative MobileLeverage device services

23. BuildloyaltyIncreasesalesEngaging CustomerExperiences

24. 2013 IBM CorporationSocialNetworkingSocialContentIBM PLATFORM FOR SOCIAL BUSINESSSocialIntegrationSocialAnalytics

25. 2013 IBM CorporationAppleiOS Android Blackberry WindowsPhoneThe BroadestPortfolio ofMobile SolutionsThe Deepest Setof ServicesExpertiseNew IndustryPartnerships andResources forDevelopers

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27. 2013 IBM Corporation