An overview of the key imperatives retailers face that IBM Commerce solutions can address - with references.

1. C2B
Customer to Business
The Future of
Commerce for Retail
August 2015

2. What has changed in the
World of Retail
Customers are more connected, more
empowered and demand satisfaction
Seamless customer interactions are
sought across all channels
Fulfillment models are being
transformed with on-demand options

3. of companies say they
have or are close to
having a holistic view
of their customers
of consumers say
their favorite retailer
understands them
Source: The Consumer Conversation – eConsultancy Report

4. Source: The Consumer Conversation – eConsultancy Report
…WHAT CUSTOMERS SAY
of brands are satisfied
with their ability to resolve
conflicts with customers
of consumers who had a significant
customer service issue in the last
twelve months say that the company
resolved their conflict "very effectively."
WHAT BRANDS THINK…
Satisfaction gap exists as well …

5. Retailers must now leverage brand advocates as the new
strategic advantage
5
91% of consumers say
they like to share views
about their brand
experience with other
consumers
 81% received advice
through a social site
about an upcoming
purchase
 74% found it influential
in their buying decision
91% of mobile users keep
their phone within one
meter’s reach 24/7
150 is the average times a
mobile user checks their
device each day
37% of consumers say
they post comments
about retailers once or
more a week
Sources: Yahoo/BBDP Survey, Bloomberg Businessweek Survey,
IBM IBV Study, Morgan Stanley Research

6. By 2018, organizations who offer personalization will outsell
companies who don’t by more than 30%
83% of retail CMOs include Analytics in their digital strategy to
capture customer insights, while only 36% of retail CxOs say they
have an integrated digital-physical strategy
83% of consumers are more likely to do business with brands that
allow them to control where, when, and how they interact
Customer-to-Business paradigm sets a higher bar
Source: Gartner Research, CFI Group, IBM IBV Study

7. Deliver a contextual shopping experience
Build intelligent merchandising, fulfillment
and supply operations
Drive informed and efficient operations
A C2B winning
retail strategy

8. Winning needs an integrated approach in retail
8 © 2015 IBM
In the front office:
 Create seamless cross-channel
marketing strategies, execution and
automation
 Use data to gain deeper customers
insights for a holistic view of your
customer
 Extend digital brand
interaction into stores
to create a seamless
omnichannel
brand experience
In the back office:
 Manage communications securely
and provide rapid onboarding for
business partners
 Integrate the ordering process
with inventory management
systems and delivery

9. IBM Commerce delivers nearly 15x ROI for every dollar spent
50% of IBM Retail
Solutions transacted over
50% more online sales
than the next closest retail
solution provider
2/3
of business transactions for
the US retail sector are
conducted on mainframes
5 of the top 6
retailers globally use
IBM Retail capabilities and
solutions
#1 The IBM e-
commerce platform has
been ranked #1 by top
industry analysts for
15 consecutive years
70
of the top 100 global
retailers are powered by
IBM retail solutions
MoreTop 500
online retailer sales are
powered by IBM Retail
Solutions than any other
platform provider

10. Marketing
Digital
Marketing
Lead
Management
Customer
Experience
Analytics
Journey
Design
Omni-Channel
Marketing
Real-Time
Personalization
IBM Marketing Cloud IBM Marketing Software

11. Orvis
Orvis uses IBM Marketing Solutions to employ powerful flowchart logic, segmented offers, offer
assignment, and channel selection.
88% 2yrs
reduction in digital and
non-digital campaign
and reporting costs
record profits
after solution
implementation 40%
reduction in email
costs versus prior
outsourced solution

12. eCommerce and Merchandising
B2C
Commerce
B2B
Commerce
Omni-Channel
Merchandising
Cloud and Software Solutions

13. Homebase
Homebase uses IBM eCommerce solutions to provide highly personalized shopping experiences that are
designed to meet the needs of today's consumer.
Customers
now shopping
online
Increase in online traffic
driving double digit sales
growth40% 30%

14. Customer Analytics
Digital
Analytics
Social
Analytics
Predictive
Analytics
Customer
Experience
Analytics
Customer
Service
Optimization
Cloud and Software Solutions

15. 15 © 2015 IBM
FreshDirect
FreshDirect is using IBM Customer Analytics and IBM Marketing solutions to drive campaigns that are
personalized with the best offers based on customer insights.
40%
Lift in order rates
with new
customers 10X
Increase in transaction rates
from cart abandonment
communications

16. Payments
16 © 2015 IBM
Commercial
Payments
Cloud and Software Solutions
Retail
Payments

17. JCC Payment Systems
JCC Payment Systems is using IBM Payments solutions to deliver SEPA transaction processing as a
service to creditors and banks across Cyprus.
SEPA 250K
Transaction processing to creditors and
banks – enriching its service offering
and driving growth
SEPA Direct
Debits processed
daily at peak times

18. B2B Integration
B2B
Integration
Managed
File
Transfer
Cloud and Software Solutions
© 2015 IBM

19. 19 © 2015 IBM
Bonnie Plants
Bonnie Plants is using IBM B2B Integration solutions to collaborate and engage with partners and
suppliers with real-time visibility into inventory, enabling them to anticipate needs of an individual store.
Of their business occurs
in 3 months
from March to May
USD realized growth by reducing
costs and increasing reliability of
their B2B operations10-20M 70%

20. Why choose IBM Commerce?
THOUGHTFUL,PREDICTIVE,COGNITIVE
Design & Analytics Integration
COLLABORATIVEANDSECURE
PROVENPARTNERFORSUCCESS
Industry Expertise

21. Join the
conversation
Blog, YouTube,
Twitter, LinkedIn
and Facebook
The Future of
Commerce is Now

22. Additional Slides

23. Our Business Partner Ecosystem: 1,822+
Digital Agencies & Mktg Svc Providers
Complementary Solutions & ISVs
Systems Integrators
Resellers & SaaS Providers

24. eCOMMERCEMARKETING
PROCUREMENT B2B INTEGRATION
CUSTOMER ANALYTICS
3 of 9
Leadership
6 of 9
Strong Performer
6 of 7
Leadership
1 of 2
Leadership
3 of 3
Leadership
2 of 2
Leadership
Analysts perspective
1 of 7
Strong Performer

25. Key capabilities for customer engagement
Convert and Retain
Digital Customers
with digital marketing
Ignite and Grow
Customer Relationships
with omni-channel marketing
Deliver Personal
Experiences with mobile
customer engagement
Curate Personal
Interactions
with real-time personalization
Understand Your
Customers
with customer
experience analytics
Serve and delight
customers
with Watson
Engagement Advisor?
Sell and Fulfil Products,
Services, Configurable
Bundles with B2B
Commerce
Deliver Seamless and
Personalized Omni-
Channel Selling
with B2C Commerce
Maximize Sales Profits
and Shopper Loyalty
with omni-channel
merchandising
Customer Analytics Marketing eCommerce & Merchandising
Analyze social
media trends
with social media
analytics
Capture, qualify and
nurture leads with lead
management
Predict customer
desires with
predictive analytics