multiple channels, one experience: maximize revenue and …€¦ · • b2b e-commerce isn’t all...
TRANSCRIPT
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1©2015PROS,Inc.Allrightsreserved.ConfidentialandProprietary. 1
©2015PROS,Inc. Allrightsreserved. Confidential andProprietary.
MultipleChannels,OneExperience:MaximizeRevenueandCustomerSatisfaction
RussChadinhaPROS
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2©2015PROS,Inc.Allrightsreserved.ConfidentialandProprietary. 2
Speaker
RussChadinhaDirector,ProductMarketingPROS
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InteractiveQuestion
HowiseCommercecurrentlybeingusedaspartofyoursalescoverage?Selectallthatapply:
1. Notbeingused,onlyhaveadirectsalesteam
2. Beingusedtosupportourpartners
3. Beingusedforself-serviceB2CeCommerce
4. Beingusedforself-serviceB2BeCommerce
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SomeInsightsfromAnalysts
• By2018,morethan50%ofcommercesiteswillintegratetechnologiesfrommorethan15vendorstodeliveradigitalcustomerexperience.
• Duringthenextthreeyears,60%ofdigitalcommerceanalyticsinvestmentswillbespentoncustomerjourneyanalytics.
• By2018,morethan25%ofB2Bsellerswillofferdata-driven,usage-basedsubscriptionmodels.
• By2018,companiesthatconsumerize theirB2Bdigitalcommercesiteswillgainmarketshareandseerevenueincreaseupto25%.
Predicts 2015:Adaptable, InnovativeDigitalCommerceApproaches DriveOpportunitiesNovember21,2014Gartner
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By2020,80%ofthebuyingprocesswilloccurwithoutanydirecthuman-to-humaninteraction.
–GartnerandForrester
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Salesengagementwindow
Thedeathofthesalesroleisgreatlyexaggerated,butbuyersaremoresophisticated
Mustbesmarterwitheachinteractionandhelpcustomersandprospectsinwaysyourcompetitioncan’t.
Salesengagementwindow
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InteractiveQuestion
Whichofthesetechnologiesareyoucurrentlyusing?Selectallthatapply:
1. SaaSoron-premise CRM
2. Priceoptimizationandmanagement
3. Salespredictiveanalytics
4. Configure,price,quote
5. Noneoftheabove
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Top10List:What’sHotineCommerce
1. Multichannelcommerceenablement
2. Personalization
3. Customerjourneyanalytics
4. Connectedcommerce/IoT
5. Recurringrevenuemanagement
6. Priceoptimization
7. SaaScommerceplatforms
8. Marketplaceintegrationandmanagement
9. Mobilepayments
10. Mobilecommerce
Source:Gartner
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Realizationofmorerevenueandprofitisthegoal.
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IsAnyRevenueandProfitLeftineCommerce?
• Frost&SullivanprojectsthatB2Be-commercewillhit$12trillion insalesworldwideby2020,upfrom$5.5trillionin2012(includesEDI)
• B2BE-CommerceSalesalmostdoubleB2C- $559billion
• B2BE-Commerceisn’tallchannelshift- 31%ofB2Be-commercerevenuewillbeincremental
• AverageOrderValue- $491forB2Brespondentsversus$147forconsumer-orientede-commerce
• E-commerceisstillasmall%- B2BCMOsexpecte-commercetoaccountfor~10%ofSalesinthenextyear
Source:Keytrends inB2B eCommerce- Forrester
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What’sDrivingB2BeCommerceGrowth
• Anexpectationamongagrowingnumberofcompaniestoconductbuyingandsellingonline
• AshiftfromsomecompaniestoconductprocurementtransactionsthroughtheInternetinsteadofthroughelectronicdatainterchange,orEDI
• Thegrowinginterestofcompaniesinplacingordersthroughmobilecommercedevices
• Andtheincreasingpopularityofe-marketplacessuchasAlibaba.comandAmazonSupply.com.
Source:Frost&Sullivan’s VisionaryResearchGroup
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Actionable insight required tomakeconfidentdecisionsthatclosemoredealsathighermargins
• Opportunity scoring• Churndetection• Salesperformanceanalytics
• Intelligentcross/upsell• Productopportunities• Pricingopportunities
• Priceoptimizationandguidance
• Marginoptimization
• Align,product, demand,availability
• Yieldoptimization
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IntheentireGartnerCRMtechnologylandscape,onlytwotechnologiesareclassifiedasproviding“transformational”benefitinthenext2-5years:
PriceOptimization+CPQ
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ExtendingYourSalesReach
Reaching the end user customer
Enhancing partner sales
Re-thinkingthe parts business
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BetterEnablingPartnerstoSellYourProduct
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BetterEnablingPartnerstoSellYourProduct
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BetterEnablingPartnerstoSellYourProduct
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BetterEnablingPartnerstoSellYourProduct
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BetterEnablingPartnerstoSellYourProduct
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BetterEnablingPartnerstoSellYourProduct
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BetterEnablingPartnerstoSellYourProduct
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BetterEnablingPartnerstoSellYourProduct
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CHALLENGES SOLUTIONS RESULTS
©2015PROS,Inc.Allrightsreserved.ConfidentialandProprietary. 23
Delivered25% reductioninorder-to-deliverytimeforpartnersusingCPQeCommercesolutions.
TEFmanufactures3,900passengerandfreightelevators eachyeardistributingthemthroughdirectsales,agenciesanddistributors.
ThyssenKruppElevator
• Timeconsuming&error-pronequotingprocessforcomplexproduct
• Marginsunderpressure–needtoreduceadministrativecosts
• Manualconfigurationprocessmadepartnersreliantupondirectsalesteam
• CPQsolution
• eCommerceplatform
• Complexproductconfigurationwith3Dvisualization
• Integrationwith CRM
• Deployedtodirectsalesandpartners
• 70%ofordersnowautomaticallyprocessed
• 20%ofordersplacedonline
• 300%reductioninelevatoranalysistime
• 25%reduction inorder-to-deliverytime
• Improvedpartnerloyalty
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ReachingEndUserCustomers
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ReachingEndUserCustomers
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ReachingEndUserCustomers
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ReachingEndUserCustomers
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ReachingEndUserCustomers
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CHALLENGES SOLUTIONS RESULTS
©2015PROS,Inc.Allrightsreserved.ConfidentialandProprietary. 29
Doubledonline revenue.
X-Rite,aleaderincolormeasurementtechnologyandcolormatchingsolutions,deliversitsmultifacetedproductofferingtoabroadrangeofindustries..
X-RiteInc.
• Cumbersomeonlineorderingprocesscausingdelays
• Limitedoptionswithonlineordering
• Higherrorratewithquotes
• Pooronlinecustomerexperience
• StreamlinedandautomatedonlinesellingandorderingprocesswithPROSCameleonCPQsolution
• Automationofmatchingproductstocustomers’exactneeds
• Ordersautomaticallyroutedtotheshopfloor
• IntegrationwithX-riteERPsystem
• 98%ofordersshippedwithin48hours.
• Orderprocessingcostsreducedmorethan50%.
• Ecommercerevenuesincreasedmorethan100%
• Onlineordervolumeincreasing150%permonth
• Reducedcustomerservicecosts
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MultichannelExample:PartsQuoting
• Complementthecorebusinesswithparts.
• Enhancedeaseofusethroughinteractivepartsdiagrams.
• Mobilityenableson-sitesupport
• Multichannelsupport– sales,partner,ecommerce
• Simplepartscatalogmanagement,automationofinteractivediagrams
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MultichannelExample:PartsQuoting
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MultichannelExample:PartsQuoting
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Overview:ManagingParts
Easily and accurately
identifyneeded parts
Quick quote creation and
ordering
Support across
internal, partner,
ecommerce channels
Monitor demand, enable
inventory management
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EasilyandAccuratelyIdentifyNeededParts
Customerhasaproblemandcomestotherepair shop
Servicetechnicianeasilyidentifiesandselectsneededpartswithelectroniccatalog
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MonitorDemand,EnableInventoryManagement
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CHALLENGES SOLUTIONS RESULTS
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IncreasedrevenuewithnewecommercechannelenabledbyCPQ.
Transportrefrigerationproviderofferingarangeofproducts,aftermarketparts,andservices forcontainerrefrigeration,truck,trailerandrailrefrigeration.
RefrigerationProvider
• Timeconsuming&mistake-proneofflineprocesstocaptureorderinformation
• ComplexITarchitecturewith17differentERPsystems
• Unabletosupport partse-Catalogingande-Orderingcapabilities.
• PROSSmartCPQprovidescentralizedsalesandpartnerpartsorderingcapabilities
• IntegrationwithSalesforceCRM
• DeployedPROSSmartCPQfor80internaland1,120partnerusers
• eCommercesaleschannel
• IncreasedrevenuewitheCommerceself-service
• Improvedmultichannelsellingandsalesproductivity
• Improvedeaseandspeedofdoingbusinessprovidedcompetitiveadvantage
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EcommerceinMultichannelEnablement
Mobility
Partner Portal
ecommerceSelf-Service
Sales
Repository
Efficientmanagementfromasinglerepository
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SuccessfulorganizationsdevelopandfocusonthebusinessvaluecaseBusinessOutcomes KeyValueDrivers BenefitsEnhancedFunctionalities*
• Opportunitywinrate• Increaseavg.dealsize• QuoteTAT• Salesproductivity• Servicesattachrate
IncreaseRevenues
Integratedself-servicequotingDriveopportunity success
Improvecross-sell/up-sell Servicesattach/up-sell
• Improvemarginrealization• ReduceOpsexpense• Reduceorderfallout
GrowOperatingMargin&Profit
Priceguidance/empowermentImprovedealpricing
Opsefficiency/expense Orderfallout/dataissues
• PartnerSat.Score• Increasechannelsales• %ofpartnerquotes
converted toanorder
ImproveExperience(Sales&Partners)
IntegratedCRM-->CPQ-->OMImprovepartnersatisfaction
Increasequotevelocity Instant/rapidquoting
• Pipelinevariance%• Opptyw/quoteand
orderassociated• Salesquotaattainment
ImprovePredictability
E2EdataintegrationOpportunity-to-Quotetoorder
Increasepipelinevisibility Opportunity-to-Quotesync
Source:Accenture
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Finalthoughts
1. TheB2Bsalesrepisfarfromdead,butbuyershavechangedandrequireadifferent,B2C-likeexperience.
2. Focusonrevenueandprofitrealization,notjustprocessautomation
3. Extendingconfigure,price,quotecapabilities throughyourCRMleveragesthatinvestment
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Q&A
RussChadinhaDirector,ProductMarketingPROS
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PROS,Inc.WorldHeadquarters3100MainStreet,Suite#900Houston, TX77002,USA+1-800-555-3548
PROSAustin3600ParmerLane,Suite205Austin,Texas78727, USA+1-713-335-5990
PROSSanFrancisco101MontgomeryStreet,Suite400SanFrancisco, CA94104,USA+1-415-356-0800
PROSChicago5215OldOrchard Road,Suite505Skokie,IL60077,USA+1-847-583-8450
PROSLondon4thFloor, EastWingCommunicationHouseSouthStreetStaines-Upon-ThamesTW184PRUnited Kingdom+44(0)1784777010
PROSMunichFeringastrasse 685774UnterfoehringMunichGermany+498999216270
PROSParis6RueLouisPasteur92100Boulogne BillancourtFrance+33(0)811707878
PROSToulouseLeGalilée185rueGalilée31670LabègeFrance+33(0)811707878
41©2015PROS,Inc.Allrightsreserved.ConfidentialandProprietary.