sitecore customer engagement by cuneyt uysal - ses singapore 2011

www.sitecore.net

Presented by:Cuneyt Uysal – Regional Manager [email protected]

Reward, Engage and Share

Sitecore Customer Engagement Platform (CEP) : Intelligent Web Experiences

Who we are

Acknowlegments:

• Microsoft Managed Partner• Microsoft CAB and TAP Member• CeBIT.AU Excellence in New Media Award 2010 • KMWorld 100 Companies that Matter • Gartner Magic Quadrant 2009, 2010, 2011• Web Marketing Association WebAward 2009 • EContent 100 winner in 2007,2008,2009 • InfoWorld 100 Award • Red Herring 100 Europe Award 2011

Fact Sheet: • Founded in 1999 in Copenhagen, Denmark• 370+ employees in 16 countries (including Redmond, WA - Microsoft)

• 50% dedicated to research and development• Average of 10 people joining Sitecore per month

• More than 3.000 client installations, managing over 30.000 web sites• 750+ Sitecore Certified Partners and 5.000+ Certified Developers

across 50+ countries• Privately owned (Original founders still driving the company)• Organic Growth (50+% year-on-year growth last 4 years) – Profitable

every year since inception


Enterprise Clients


What is Sitecore?


Sitecore is not...


Sitecore is not...

A Search Engine


Sitecore is not...

An SEO Agency


Sitecore CMS

Is Sitecore a CMS?


Gartner Magic Quadrant 2011 – Sitecore is most visionary leader

“The Sitecore difference is providingmeasurable online business results.”

“You need to know what you'redoing, why you're doing it, andwhere your money is going.”


Sitecore CMS

Sitecore is not a CMS...


Sitecore CMS CEP


Customer Experience Management as defined by Forrester


Sitebrand website launch: CMS was merely 1 of 8 tools

PersonalizationAnalyticsSEO

Lead scoring and nurturing

CRM

Email marketing

Analytics

Content management

One company’s website launch

http://www.marketo.com/


Ideal e-business solution

WCM Personalization Community Analytics Optimization Lead Tracking Campaign Management CRM E-Commerce Search

Analytics

$

$

$

$ $$

$

$$$

$

$

Integration of Multiple Systems is Costly


The Customer Engagement Journey


Generating Traffic to your Website

“We need to get people to our website… how do we do it?”

Banner ads

E-mail campaigns

Adword campaigns (Google etc.)

Social Media

Question #1:

“Is 100,000 visitors on your site better than 1,000 visitors?”


Generating Traffic to your Website

Question #2:

“If you had a clothing store in Singapore, and 100,000 people came into the store, would that be good business?”

Depends on what they do!

Do they buy something? Do they ask for assistance? Do they return several times a week looking at a particular

product? Do they sign up to receive your company’s newsletter for offers? Do they rave about your store and recommend a friend?*

The value is in their actions…


Web Analytics Business Executives Must Know (by Ron Person)

http://sitecore.net/resources/


Measure visitor value


Sitecore Executive Insight Dashboards – Holy Grail


Online Ad Spending in 2011

$80 BNSource: eMarketer.com

We tend to spend most of the Online Marketing budget on attracting visitors, with Paid Search being the highest.


Average “Persuasion” Rate

2.60%Source: Fireclick Index


http://www.addthis.com/blog/#.TsjisvIbKAB

Facebook Sharing Dominates


Social Ad Spending Grows Nearly Twice as Fast as Expected


Note: Your Mileage May Vary

2.6 vs 25%http://www.facebook.com/advertising


Brand Experience/Loyalty

Sitecore is NOT a CMS!


Common web site pitfalls today

1. They don’t see what customer are doing. Which products are they looking at?

2. They don’t listen to what customers are saying… i.e. searching for.

3. They don’t speak to their specific needs. Communicate with customers…


BMW Case (Fictional!)



Wow…”Wonder how many bounces?”


“The company that does not use the information it has about its customers...

has no advantage over the company that does not have information about its customers”

Martha Rogers, Ph.D.


“One Size Fits All” Website Experience


Reality… Everyone’s Journey is Different

Looking Confirming Buying

Price Search B2B / B2C Location (GeoIP)Search Keywords


Case Study


YouSee by Sitecore

• Triple play (VOIP, TV, Internet)

• Market Leader – 5M population in Denmark– 47% market share

• Deliver consistent, relevant messages across web, email and mobile campaigns

• How? Real-time Sitecore Analytics

• Personalisation of offers based on behaviour and rules

• Cross/sell upsell based on order history and CRM integration

About YouSee

• YouSee is Denmark's biggest distributor of TV and Internet solutions on the cable network.

• For 30 years TDC Kabel TV had been a distributor of analogue cable TV in Denmark, but in 2007 TDC decided to change TDC Kabel TV to YouSee to indicate a new digital age and establish a new name for themselves with their new digital products.

• Through the cable network YouSee provides the following digital products: TV, Internet and VoIP.

Value Delivered


Sitecore Engagement Automation


The Customer Journey: Random Acts of Marketing


The Customer Journey: Orchestrated Marketing


Cross-Channel Engagement Management


Sitecore Engagement Automation


Blends multiple channels

• HDTV, Web, Social, Mobile and Fan Pages

Designed Around Sharing at its Core

• Visually conspicuous in real life

• Scores are shared globally

• Friends are encouraged to compete

Heineken Star Player


DEMO


Questions?


Web Analytics Business Executives Must Know (by Ron Person)

http://sitecore.net/resources/


For further information and/or a demonstration, come see

us at our booth

sitecore customer engagement by cuneyt uysal - ses singapore 2011

Technology

intelligent web experiences

sitecore cms sitecore

web sites

customer experience

sitecore certified partners

website question

year growth

good business