Multiple Channels, One Experience: Maximize Revenue and …€¦ · • B2B E-Commerce isn’t all...

MultipleChannels,OneExperience:MaximizeRevenueandCustomerSatisfaction

RussChadinhaPROS

Speaker

RussChadinhaDirector,ProductMarketingPROS

InteractiveQuestion

HowiseCommercecurrentlybeingusedaspartofyoursalescoverage?Selectallthatapply:

1. Notbeingused,onlyhaveadirectsalesteam

2. Beingusedtosupportourpartners

3. Beingusedforself-serviceB2CeCommerce

4. Beingusedforself-serviceB2BeCommerce

SomeInsightsfromAnalysts

• By2018,morethan50%ofcommercesiteswillintegratetechnologiesfrommorethan15vendorstodeliveradigitalcustomerexperience.

• Duringthenextthreeyears,60%ofdigitalcommerceanalyticsinvestmentswillbespentoncustomerjourneyanalytics.

• By2018,morethan25%ofB2Bsellerswillofferdata-driven,usage-basedsubscriptionmodels.

• By2018,companiesthatconsumerize theirB2Bdigitalcommercesiteswillgainmarketshareandseerevenueincreaseupto25%.

Predicts 2015:Adaptable, InnovativeDigitalCommerceApproaches DriveOpportunitiesNovember21,2014Gartner

By2020,80%ofthebuyingprocesswilloccurwithoutanydirecthuman-to-humaninteraction.

–GartnerandForrester

Salesengagementwindow

Thedeathofthesalesroleisgreatlyexaggerated,butbuyersaremoresophisticated

Mustbesmarterwitheachinteractionandhelpcustomersandprospectsinwaysyourcompetitioncan’t.

Salesengagementwindow

InteractiveQuestion

Whichofthesetechnologiesareyoucurrentlyusing?Selectallthatapply:

1. SaaSoron-premise CRM

2. Priceoptimizationandmanagement

3. Salespredictiveanalytics

4. Configure,price,quote

5. Noneoftheabove

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

Realizationofmorerevenueandprofitisthegoal.

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

What’sDrivingB2BeCommerceGrowth

• Anexpectationamongagrowingnumberofcompaniestoconductbuyingandsellingonline

• AshiftfromsomecompaniestoconductprocurementtransactionsthroughtheInternetinsteadofthroughelectronicdatainterchange,orEDI

• Thegrowinginterestofcompaniesinplacingordersthroughmobilecommercedevices

• Andtheincreasingpopularityofe-marketplacessuchasAlibaba.comandAmazonSupply.com.

Source:Frost&Sullivan’s VisionaryResearchGroup

Actionable insight required tomakeconfidentdecisionsthatclosemoredealsathighermargins

• Opportunity scoring• Churndetection• Salesperformanceanalytics

• Intelligentcross/upsell• Productopportunities• Pricingopportunities

• Priceoptimizationandguidance

• Marginoptimization

• Align,product, demand,availability

• Yieldoptimization

IntheentireGartnerCRMtechnologylandscape,onlytwotechnologiesareclassifiedasproviding“transformational”benefitinthenext2-5years:

PriceOptimization+CPQ

ExtendingYourSalesReach

Reaching the end user customer

Enhancing partner sales

Re-thinkingthe parts business

BetterEnablingPartnerstoSellYourProduct

CHALLENGES SOLUTIONS RESULTS

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

ReachingEndUserCustomers

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

MultichannelExample:PartsQuoting

• Complementthecorebusinesswithparts.

• Enhancedeaseofusethroughinteractivepartsdiagrams.

• Mobilityenableson-sitesupport

• Multichannelsupport– sales,partner,ecommerce

• Simplepartscatalogmanagement,automationofinteractivediagrams

Overview:ManagingParts

Easily and accurately

identifyneeded parts

Quick quote creation and

ordering

Support across

internal, partner,

ecommerce channels

Monitor demand, enable

inventory management

EasilyandAccuratelyIdentifyNeededParts

Customerhasaproblemandcomestotherepair shop

Servicetechnicianeasilyidentifiesandselectsneededpartswithelectroniccatalog

MonitorDemand,EnableInventoryManagement

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

EcommerceinMultichannelEnablement

Mobility

Partner Portal

ecommerceSelf-Service

Repository

Efficientmanagementfromasinglerepository

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

Finalthoughts

1. TheB2Bsalesrepisfarfromdead,butbuyershavechangedandrequireadifferent,B2C-likeexperience.

2. Focusonrevenueandprofitrealization,notjustprocessautomation

3. Extendingconfigure,price,quotecapabilities throughyourCRMleveragesthatinvestment

RussChadinhaDirector,ProductMarketingPROS

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

Multiple Channels, One Experience: Maximize Revenue and …€¦ · • B2B E-Commerce isn’t all...

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