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Simon Walker Director, Ecommerce Innovation June 2012 · Source: Toluna Quick Surveys on behalf of...
Transcript of Simon Walker Director, Ecommerce Innovation June 2012 · Source: Toluna Quick Surveys on behalf of...
© 2012 Stibo Systems, Confidential 1
Simon Walker Director, Ecommerce Innovation 27th June 2012
© 2012 Stibo Systems, Confidential 2
What we do
30 Years
Managing Sharing Gathering
© 2012 Stibo Systems, Confidential 3
Who we work with
Retail
© 2012 Stibo Systems, Confidential 4
Supporting selling - Consumer Research - Online Shopping Trends 2012
What are the most important aspects of a retailer’s website the encourage you to make a purchase?
Source: Toluna Quick Surveys on behalf of Stibo Systems Feb 2011
Detailed Product Information
Ability to Compare Products
Product Recommendations
Product Photography
Interactive
Video Demonstrations
47.20%
16.80% 12.50% 11.20%
7.80% 4.50%
© 2012 Stibo Systems, Confidential 5
Supporting selling - Consumer Research - Online Shopping Trends 2012
How do you think online shopping sites could be improved?
Source: Toluna Quick Surveys on behalf of Stibo Systems Feb 2011
Provide more detailed product info Promote more personalised offers
Offer more online customer service Provide better search capabilities
Email/text alerts for sold out products back in stock
Enhance the design and navigation
30.02%
16.93% 15.23% 14.49%
11.89% 11.44%
© 2012 Stibo Systems, Confidential 6
Supporting selling - The product data challenge
52%
Retailers indicated that elevated customer expectations are the top customer
experience pressure they face
The Instant Power of All Channel PIM, Aberdeen Group, 2012
© 2012 Stibo Systems, Confidential 7
Supporting selling - The product data challenge
74%
Multi-channel retail operations are characterized by separate soloed channels, resulting in poor
brand and customer management The 2012 Omni Channel Retail Experience, Aberdeen Group, 2012
© 2012 Stibo Systems, Confidential 8
The product data challenge - Elmo is everywhere!
108 ERP Data Attributes
123 Supply chain Data Attributes
187 Ecommerce Catalog Data Attributes
= 418 Total Data Attributes
X 186 Elmo items for sale on toysrus.com
= 77,748 data attributes stored in over 20
applications!
Now that’s a lot of ELMO!
© 2012 Stibo Systems, Confidential 9
Product information management
5 C’s
© 2012 Stibo Systems, Confidential 10
Coping with Multi-channel - Growth in every direction
Cope
Channel Category Lingual Territory Segment
Faster Consolidated Responsive
Customers
Cope
Certainty Compliance
Citizenry
€¥ £$
PIM
© 2012 Stibo Systems, Confidential 11
Sell more effectively
Retailer
Customers Customers
Cope
Certainty Compliance
Citizenry
€¥ £$
PIM Create a rich
customer experience
© 2012 Stibo Systems, Confidential 12
Customer & Save Money Impacts of product information
Value & Choice
Shop their way
Detailed product information
Increase Revenue
Provide great brand experience
Reduce effort
Product information impacts all
areas
Consumer
Retailers
© 2012 Stibo Systems, Confidential 13
CRM ERP
Syndication Suppliers
Eco system
Citizenry Customers
Cope
Certainty Compliance
Citizenry
€¥ £$
PIM
© 2012 Stibo Systems, Confidential 14
Faster Innovation
Customer Experience
Technology
Staff
Systems
Customers
Cope
Certainty Compliance
Citizenry
€¥ £$
PIM
Certainty
€¥ £$
New channels
PIM
© 2012 Stibo Systems, Confidential 15
Compliance
Compliance Process Scalability
Reporting and insight
Management control
Quality assurance
Costs
Customers
Cope
Certainty Compliance
Citizenry
€¥ £$
PIM
© 2012 Stibo Systems, Confidential 16
Save Money - Ecosystem - Getting Products to Market Quicker
66
Average, to introduce a new product
Growth in number of product attributes
250 to
© 2012 Stibo Systems, Confidential 17
Smartphone
Call Centre
Websites
Tablets
Stores
Enterprise-grade information system focused on product - PIM
GATHER MANAGE DISTRIBUTE
PRODUCT INFORMATION WORKFLOW
Datapools
Partners
Suppliers
Retailer Single hub for product Info
Product Info
Product Info
Product Info
Product Info
Product Info
Product Info
Product Info
Product Info
© 2012 Stibo Systems, Confidential 18
Unified multi-channel customer experience
Packaging and shelf product
tags
Mobile websites & Apps
Self service checkouts
Intranet
Ecommerce
Printed collateral POS systems Call centres
Instore colleagues
Search optimised product data
Affiliate marketing
© 2012 Stibo Systems, Confidential 19
Internet Retailing strategic briefing