accelerate your b2b go to market with customer-focused commerce on salesforce
TRANSCRIPT
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©2016 CloudCraze Software LLC. All Rights Reserved.
Don Davis, Internet RetailerAndy Hoar, Forrester ResearchVital Potlatov, AB InBevAndrew Witherspoon, CloudCraze
Accelerate your B2B Go-To-Market with Customer-focused Commerce on Salesforce
June 2, 2016
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B2B eCommerce
Andy HoarPrincipal AnalystJune 2, 2016
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© 2015 Forrester Research, Inc. Reproduction Prohibited 3
B2B Online
Andy HoarMay 12, 2015
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© 2015 Forrester Research, Inc. Reproduction Prohibited 4
B2B Online
Andy HoarMay 12, 2015
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© 2015 Forrester Research, Inc. Reproduction Prohibited 5
B2B Online
Andy HoarMay 12, 2015
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© 2015 Forrester Research, Inc. Reproduction Prohibited 6
B2B Online
Andy HoarMay 12, 2015
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© 2016 Forrester Research, Inc. Reproduction Prohibited 7
Amazon Effect
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© 2016 Forrester Research, Inc. Reproduction Prohibited 8
Base: 100 B2B BuyersSource: Forrester/Internet Retailer Q4 2015 Global B2B Buy-Side Survey
82% of B2B buyers say that they’ve used
Amazon to make a purchase for work.
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© 2015 Forrester Research, Inc. Reproduction Prohibited 9
Channel Shift
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© 2015 Forrester Research, Inc. Reproduction Prohibited
B2BV
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© 2015 Forrester Research, Inc. Reproduction Prohibited 11
74% Buying from a website
is more convenient than buying from a
sales representative.
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© 2015 Forrester Research, Inc. Reproduction Prohibited 12Source: Q1 2015 Forrester/Internet Retailer B2B Buyer Channel Preferences Survey (n=219)
93% Prefer to buy online when they’ve decided what to buy.
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© 2015 Forrester Research, Inc. Reproduction Prohibited 13
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© 2015 Forrester Research, Inc. Reproduction Prohibited 14
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© 2015 Forrester Research, Inc. Reproduction Prohibited 16
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Self Service and IoT
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© 2015 Forrester Research, Inc. Reproduction Prohibited 18
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Rolls Royce “Total Care”
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Ecolab
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© 2015 Forrester Research, Inc. Reproduction Prohibited 21Source: January 2, 2015, “Cloud Evolves From Point Solution To Strategic Enabler Of The New Connected Economy” Forrester report
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AB InBev Transforms How It Goes to Market with Commerce on Salesforce
Date : 06/02/2016
Vital PotlatovBusiness Technology Sr. Manager
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AB InBev Today• One of the world’s top 5 consumer goods companies
• Largest brewer in the world
• Owns 7 of the world’s top 10 most valuable beer brands
• Employs 155,000 people in over 25 countries with sales in almost 200 countries
• 2014 Results:
• Total beer volume 408 million hls
• Total non-beer volume 47 million hls
• Revenue 47.1 billion USD
• EBITDA 18.5 billion USD
• Best Beer Company Bringing People Together For a Better World.
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IT Vision
Vistex NL
Vistex DE + (BE)
Vistex FR
!Sell
Bushido
CAS
Avenue
CMT
SAP CRM
HTS
CBI
SAP
…
Wess
SOLV
WCCP
Immediando
SAP BW
The Dream
Salesforce CRM
SAP ECC 6.0
BI
Mobile Apps
The Dream: One Integrated Platform Bringing all Functionalities Together For a Better Business Efficiency
From complex IT environment to The Dream
JD Edwards
25
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IT Strategy
The Dream
Platform Approach
Multichannel Order Taking +
Loyalty
Multichannel Customer
Master Data Maintenance
Multichannel Promo
Execution
Multichannel Customer Point of Connection
Tracking & Execution
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The Dream: One Integrated Platform Bringing all Functionalities Together For a Better Business Efficiency
Channels: ECOM, Sales Rep, Tele Rep, Tech Rep, KAM, Crowd Sourcing.
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Salesforce Platform Approach
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E-commerce Tool SelectionCloudCraze Back End & Front End
SAP PO*
• Follow holistic Salesforce platform approach
• Follow multichannel strategy functionalities built once
on one platform and available for all Salesforce modules
• Fast and easy plug and play with APIs and other
Salesforce modules
• Salesforce – SAP interfaces can be reused
• Native Salesforce application and the most preferable
B2B solution with the Salesforce CRM platform
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KPI1 - Onboarding of all direct non-EDI customers on e-Commerce. KPI2 - BOOST sales via advanced customer experience using order portal capabilities as well as customer
engagement. KPI3 - CUT cost via automating back office processes.
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e-Commerce KPIs & Benefits
e-Commerce benefits for ABI customers
24x7 access to up-to-date
information
Visibility on active promotions and
activations
Visibility on all orders, deliveries,
invoices
Cross-selling and up-selling products
Possibility to create service
tickets
2015 2016
Visibility on net-prices including
discounts
Visibility on available stock &
promo quotas
Possibility to optimize trucks
loading
Possibility to plan deliveries
Possibility to order from any
device
Possibility to track status of orders,
deliveries, invoices
Loyalty program, customer
engagement & gamification
Online payment Advanced product catalogue
Wish list management
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e-Commerce Key Highlights
Customers benefits
AB InBev benefits
Lessons learned
Outlook to the future
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31©2016 CloudCraze Software LLC. All Rights Reserved.
The only proven eCommerce platform developed natively on Salesforce
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32©2016 CloudCraze Software LLC. All Rights Reserved.
Completing the vision of one view of the customer
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33©2016 CloudCraze Software LLC. All Rights Reserved.
Single view of the customer
Engaging customer experience
Infinite flexibility
Global scalability
Speed to market
Force.com
Heroku Enterprise
AppExchangeShield
TrailheadWave
ThunderLightning
Multitenant Cloud
CloudCraze is built native on the Customer Success Platform
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34©2016 CloudCraze Software LLC. All Rights Reserved.
Powerful, rich capabilities to move at Customer speed
360-degree customer engagementSeamless integration across
Sales, Marketing, Service including order on behalf of
Fully branded configurable storefrontsPut your products and brand at yourcustomers’ fingertips
Powerfulpricing engineSingle product, bundled pricing,subscriptions, and coupons.
Define Accounts and display Accountspecific products and pricing at login
Account groups
Unique digital experience
Mobile-readyFor the on-the-movecustomer and admin
Optimize the user experience with out-of- the-box templates or integrated CMS using the robust API set
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35©2016 CloudCraze Software LLC. All Rights Reserved.
CloudCraze Marketecture
Channels @
Back Office
ERPDAMPIM InventoryOM WMS TMS
Accounts
ContactsOrder & Subscription
Market ExchangeCustomer Engagement
Commerce Engine
Quote
Approvals
Contracts
Segmentation
Order Visibility
Live Agent
Online Mktg
Recommendations
Call Center
Knowledge
Ideas
Cases
Integration
Storefront Managemen
tCMS Mobile
Social Commerc
e
Industry
CMS
Invoice -Payment Checkout Order
LifecycleSubscription Managemen
tOrder
Brokering
Catalog Mgmt Pricelists Coupon Promotio
n
Guided Selling Subscription Multi-Cart RFQ
Marketplace Loyalty I8LTN Wishlists - Templates
Services Middleware
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36©2016 CloudCraze Software LLC. All Rights Reserved.
CloudCraze drives a better customer experience…
Tailored / Targeted ContentConvenient Ordering
The “Consumer” Effect
My Portal /Account Management
10% increase in average order size
50% faster to place an order
Consistent Experience Across Touch Points
300% increase in order compliance and accuracy
Results
80% reduction in cost to place an order
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37©2016 CloudCraze Software LLC. All Rights Reserved.
CloudCraze CustomersLeading global brands across industries
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©2016 CloudCraze Software LLC. All Rights Reserved. 38
Questions?