Deepen Your Customer Relationships
03 - Deepen Your Customer Relationships 2
Renovations, Inc. CEO
IBM
Our Website isn’t
delivering the business
results we need.
The IBM Customer
Experience Suite can
improve your Website
results.
03 - Deepen Your Customer Relationships 3
Exceptional Web Expriences Deliver Measurable Results
03 - Deepen Your Customer Relationships 4
The IBM Customer Experience Suite
Creates exceptional Web experiences
Builds on Connections,
Quickr, portals, and wikis
Integrates content from a
variety of sources
Delivers content to mobile
devices
Supports web analytics
Social
Web Content / Portal Platform
Mobile
Rich Media
Search
Unified Communications
Analytics
Commerce
03 - Deepen Your Customer Relationships 5
Build Compelling Web Sites With The IBM Customer Experience Suite
Create dynamic, engaging web experiences that wow
customers
Optimize the experience to maximize results
Target the right experience to the right user via the
right channel at the right time
Reach customers across multiple channels – mobile,
Web, kiosk, email...
Easily Deliver information from different business
systems
Improve customer loyalty by enabling users to
Socialize
Realize business goals!
03 - Deepen Your Customer Relationships 6
The IBM Customer Experience Suite Can Create, Manage And Publish Content
Create new sites,
mashups, wikis, etc.
Use your existing tools
(Adobe Dreamweaver,
Lotus Symphony, Microsoft
Office)
Workflow capabilities for
site consistency, quality,
accuracy
Site management tools
03 - Deepen Your Customer Relationships 7
Get Started Quickly With Templates
The IBM Customer Experience Suite has a comprehensive set of templates
SharePoint has a very limited set of page as well as site templates
News overview
Events
News item
Biography
Training announcement
Interactive animations
Landing pages
Flexible teasers
Others available from IBM
and partners
03 - Deepen Your Customer Relationships 8
Enhance Content With Digital Media
The IBM Customer Experience Suite includes IBM Web Content Manager
Enables tailoring for
different devices via profiling
and tagging
Supports rich media
components including
HTML5 and Adobe Flash
RIAs
Integrates with Media
Beacon, Qumu, and Genus
Technologies' MediaUpshot
03 - Deepen Your Customer Relationships 9
IBM Web Content Manager Handles Many High-Traffic Sites
High-traffic sites integrating
rich media content with IBM Web Content
Manager
French Open
03 - Deepen Your Customer Relationships 10
Benefits Of Personalized Content
Delivers memorable experiences that adapt to a user's interests
Enhances cross-sell and up-
sell with tailored
recommendations
Keeps online experiences
dynamic and relevant
Increases customer
engagement
Delivers localized content to
a global audience
Personalization can increase conversion rates by 70% searchenginewatch.com/3634419
66% of shoppers report
purchasing additional
products at least once in a
while, with 21% doing so
most or all of the time - Emarketing and Commerce
03 - Deepen Your Customer Relationships 11
Demo: Personalizing Content
Use the IBM Customer Experience Suite to create new content for the site.
Create a promotion to target
particular customers and
devices.
Add analytics support to
measure the effects of
personalization and
promotions.
03 - Deepen Your Customer Relationships 12
What Did We Just See?
The IBM Customer Experience Suite employs extremely sophisticated targeting and personalization.
Basic content
Device-specific content
Geography-specific content
Promotions
The IBM Customer Experience Suite also makes it easy to
link to analytics to measure the performance and
effectiveness of your site.
SharePoint's personalization, on the other hand, is extremely
rudimentary and relies on simple lookup of user profile
attributes.
03 - Deepen Your Customer Relationships 13
Optimize Your Content For External Search Engines
The IBM Customer Experience Suite generates all the necessary pages and content
Allows you to create a sitemap
for search engines
Generates seedlists for
external search engines to
index the site
SharePoint is geared towards
internal searches
SharePoint requires you to
write code to build the sitemap
and doesn't support seedlists
The IBM Customer Experience Suite creates a friendly URL
to the portal page that is easy to read and reference.
Generated links are friendly as well.
03 - Deepen Your Customer Relationships 14
Establish Relationships With Customers Through Social Interactions
The IBM Customer Experience Suite provides state-of-the-art social features through Lotus Connections
Support conversations and information sharing
Wikis, blogs, forums,
communities, ratings, tags,
comments, etc.
Allow users to find the right
people based upon their profiles
Expertise, projects,
responsibilities, interests
Enable customers to get problems
resolved quickly with click-to-chat
functions
03 - Deepen Your Customer Relationships 15
Other Social Features
Link enterprise profiles with social profiles to syndicate content to and from external social sites such as Facebook and Twitter
Single sign-on through open standards such as OAuth and
OpenID:
SharePoint requires Active Directory and Windows Kerberos-
type claim ticket authentication
Syndicate content via open standards such as RSS/Atom,
REST, iWidget, or OpenSocial
SharePoint can only consume/produce RSS from its lists
03 - Deepen Your Customer Relationships 16
The IBM Customer Experience Suite Is Integrated With WebSphere Commerce
The IBM Customer Experience Suite integrates with WebSphere Commerce
Convert visitors into buyers
with product catalogs and
shopping cart support
Syndicate content to
WebSphere Commerce
Leverage more than 350
SOA-based services from
WebSphere Commerce
03 - Deepen Your Customer Relationships 17
Analytics Help You Build A Better Site
Measure and fine-tune the customer experience
Manage your marketing
resources intelligently
Make better decisions faster
Out-of-the-box support for
leading analytics providers
such as Coremetrics,
Omniture, Unica and
WebTrends
03 - Deepen Your Customer Relationships 18
How Is Your Site Doing?
The IBM Customer Experience Suite collects 17 metrics out of the box
You can extend these with
the analytics builders in
Web Experience Factory
V7.01 or RAD
You can control which
pages or portlets are
instrumented
Who visits my site?
How did they find it?
What device and browser
are they using?
What are they doing?
What did they search for?
Did they find it?
What are the most popular
areas?
What if I pick content with
Rule B instead of Rule A?
03 - Deepen Your Customer Relationships 19
Customers Like HSBC Use Analytics To Test The Effectiveness Of Campaigns
Which picture had the best click thru rate on the Home Page?
A B
C D
1.88%
2.30%
The optimized content can be anything – image, text, links or tools
35% difference between best & worst
1.71%
1.75%
03 - Deepen Your Customer Relationships 20
Demo: Coremetrics Analytics
03 - Deepen Your Customer Relationships 21
What Did We Just See?
Basic metrics:
Operating system
Screen resolution
Browser type
Analytics:
Most popular pages
Most common paths
Promotions and custom content
How effective are our new promotions?
03 - Deepen Your Customer Relationships 22
Sites Need To Integrate Mobile Devices
The IBM Customer Experience
Suite supports themes for
smartphones
Detects the device type and
serves pages optimized for
mobile devices
You can use HTML, CSS, and
JavaScript to create themes that
look like native apps on the
device
More themes are available from
the IBM Business Solutions
catalog
03 - Deepen Your Customer Relationships 23
Sites Need To Integrate With Applications
The IBM Customer Experience Suite supports SAP, Siebel, Facebook, Excel, Twitter, YouTube, web services, portlets, etc.
The included mashup and
portal frameworks make this
easy.
You can create a catalog of
shared social components,
then turn that catalog into
feeds and Web services.
03 - Deepen Your Customer Relationships 24
Sites Need To Integrate In Many Ways
Portlets, iWidgets, Gadgets
Web services, REST
services and other APIs
Use adapters from the
Web Experience Factory
V7.01 or create your own
in RAD
Use an existing Web UI
WSRP support (Web
Services for Remote Portals)
Other enterprise products
03 - Deepen Your Customer Relationships 25
Sites Can Integrate SharePoint Data
SharePoint Site
Custom Apps or SharePoint Document Library
* Supports SharePoint 2007 today, with 2010 to follow
Discover SharePoint servers using the Omnifind crawler
IBM Portlet for Exchange
supports Microsoft
Exchange 2010 for Mail and
Calendar functions
Access SharePoint 2010
documents
Access SharePoint sites
and teamrooms through
using the new Web
Application Bridge*
Web E
xp
erience F
acto
ry
03 - Deepen Your Customer Relationships 26
What About Liferay, Autonomy Or Beehive?
Customer Experience Suite
Liferay Autonomy
Web Content Management
Digital Asset Management
Personalization Only profile based
Social
Search Basic
Commerce
Analytics Only Google
Analytics
Application Integration Limited to Mule
ESB
Oracle Beehive has been supplanted by Oracle WebCenter Spaces. Beehive has not been updated for some time and there were no sessions on Beehive at OpenWorld 2010
03 - Deepen Your Customer Relationships 27
Summary
Exceptional Web experiences engage customers on a whole new level.
The IBM Customer Experience Suite combines the best of
collaboration (Lotus Connections, Lotus Quickr, wikis) and
targeted content (portals, portlets, iWidgets, gadgets)
Targets content by customer attributes, device, geography,
promotions and other criteria
Supports analytics to help you manage your site
Integrates with WebSphere Commerce
The IBM Customer Experience Suite gives you an elegant,
manageable way to deliver the right experience to the right user
via the right channel at the right time