kill the shop button: how to inspire customers with content & commerce experience
TRANSCRIPT
Acquia !Commerce Cloud
DREAM IT. DRUPAL IT.
Integrate Digital Experiences with Drupal and Acquia
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Today’s Discussion!
• Welcome to Acquia • Industry Trends • The Lush Story • Q & A
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Welcome to Acquia!
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Acquia is the Enterprise Guide to Drupal #
• Co-founded by the creator of Drupal in 2007 • 250% 3 year CAGR • 3800+ customers, 400+ employees • Offices in Boston, Portland OR, Washington DC, UK,
France, Netherlands, and Australia • Positioned as Visionary by Gartner 3X • Deloitte’s Fast500 Fastest Growing Private Company 2013
Dries Buytaert, Creator of Drupal
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of the top 20 Drupal 7 contributors#
employees on the Drupal security team#
employee-maintained Drupal modules#
code “commits” to Drupal community modules#
co-maintainers - Gábor Hojtsy and Angie Byron#
Drupal founder and project lead, Acquia co-founder##
Acquia has Extensive Drupal Expertise !3#7#
150+#40,000+#
Drupal 6 & 7#Dries Buytaert#
Enterprise #experience#
IBM, Accenture, webMethods, Razorfish, Baan, Lotus, Mercury Interactive, EMC, Broadvision, Systinet, HP, Intuit, Sun, Documentum, Impress Software, Vertical Communications, Silverstream#
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Drupal is the Largest !Open Source Community in the World!
Open source, web phenomenon
2X the size of Linux developer community
Market Presence 2,000,000+ sites Global Adoption 229 countries Extensive Capabilities 24,000+ modules Broad Community 1,000,000+ members Active Development 29,000+ developers
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Industry Trends
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Commerce Realities!
→ Commerce has moved from a departmental project to a board level mandate → Brands need to invest and differentiate in the digital world → Business leaders need to transform org structures to deliver results
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Digital disruption is changing the game!
Legacy!
Brand Building
Merchandising
Retail Acquisition
Brand Owned
Brand Influenced
Today!
Customer Journey
Retail Acquisition
Brand Owned
Evangelism
Purchase
Discovery
Investigation
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Irreversible Consumer Trends !
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Irreversible Consumer Trends !
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Brands need to provide an integrated digital experience !
Attract
Content Community
Commerce
Engage Measure Manage Sell Retain
Manage customers across the entire digital lifecycle
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Commerce leaders need to transform !
Today!
Customer Journey
Retail Acquisition
Digital!Experience!Manager:!Provide an integrated digital experience across all aspects of the customer journey
Evangelism
Purchase
Discovery
Investigation
Web Manager:!Select and implement technologies to meet requirements Brand Marketer:!Get prospective customers to the site Merchandisers:!Convert prospective customers to customers and brand evangelists
Legacy!
Awareness
Interest
Research
Purchase
Evangelism
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“Executives expect that new digital technologies will transform their businesses, but many admit their companies are far from prepared to develop capabilities and meet challenges.”
Source: Minding your digital business: McKinsey Global C-Level Survey, 2012
Copyright © 2014 Accenture All rights reserved. 14
75% SAY ORGANIZATION IS NOT READY
15 Source: Forrester Research US Online Retail Forecast, 2011 To 2016, Key Trends in B2B eCommerce for 2013
B2C $145B
!
B2B!
($559B)!
B2C!
($252B)!
2013 U.S Revenue
Commerce - explosive growth !
Copyright © 2014 Accenture All rights reserved. 15
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HOWEVER!B2C!IS!DRIVING!B2B!
In the past year, have you seen B2B customer expectations change because of B2C retail online experience?
2012 Oracle Survey of 120 Marketing and IT Professionals in B2B Companies
0%!
5%!
10%!
15%!
20%!
25%!
30%!
35%!
40%!
45%!
50%!
Strongly!
Disagree!
Disagree! Not!Sure! Agree! Strongly!
Agree!
80% in 2012 vs.
70% in 2011
B2B customers want the same benefits they experience when they are using online channels for personal reasons
B2B Customer Expectations are being driven by:
Copyright © 2014 Accenture All rights reserved. 16
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MORE CHANNELS = MORE REVENUE
Source:
44%!report!an!increase!in!
Average!Order!Value!
60%!agree!that!mulNOchannel!
customers!spend!more!
Copyright © 2014 Accenture All rights reserved. 17
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The Lush Story
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Myles Davidson, managing director @mylesdavidson!Richard Jones, technical director @richardjones!
i-KOS Digital Services (i-kos.com)!@i_KOS!
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Q&A