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

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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.

25

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

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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)-160-9638657Jonker@de.ibm.com

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Jonker@de.ibm.com

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Join my Networks as Philip Kotler (North.West.Uni), Manfred Krafft (WWU Münster), Thomas H. Davenport (Babson College), Peter Weill (MIT), Jeanne W. Ross (MIT), Andrea Back (St. Gallen), Jon Katzenbach (Booz), Genie Z. Laborde (I.D.E.A.), Daniel Pink, Ross Dawson (AHT) Charles Savage (KEE), Soumitra Dutta (INSEAD)Chuck House (Stanford Uni.), Thomas Hutzschenreuter (WHU), Gunter Dueck (IBM), David Croslin and other leading Thinkers and Practitioners have already done it.

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.