1. IBM ECM Regional UserNets – Spring 2012
How ECM Enables "Smarter Commerce" by Reducing the Cost, Improving the Efficiency and Enhancing the Quality of an Organization's Buy, Market, Sell And Service Activities
IBM ECM Regional UserNets – Spring 2012

2. We have entered the age of the empowered customer
Customers now have unlimited access to information and can instantly share it with the world
Social networking and mobile commerce have dramatically changed the dynamic between buyer and seller
Customer expectations of service, price and delivery are soaring
This is changing the entire way products are sourced, manufactured and distributed—and making business more complex than ever
250 million
Number of tweets sent via Twitter each day
75%
Percentage of people who believe companies don’t tell the truth in advertisements
$93 billion
Amount in sales missed due to out of stock inventory
Sources:, Techcrunch Oct 2011, Yankelovich, Evolution of Advertising and Media, 5th Annual Store Systems Study, IHL Group and RIS News, 2008

3. 3
These disruptive forces ripple from the customer through the enterprise and across entire industries
“The consumer is using new channels to perceive value, and associated pricing implications.“ Consumer Products CEO, United States
Individuals
The connected consumer
The networked workforce
The empowered citizen
"Profits will shift away from analog distribution to digital distribution; we will see increased margins in digital distribution and increased international distribution.“ Media and Entertainment CEO, United States
Enterprises
Evolved business models
Optimized digital operations
Connected enterprise
Industries
Value migration
Value chain redefinition
Fragmentation
“Disintermediation of clients by smaller niche players (such as mobile players) is cause for concern.“ Financial Markets CEO, Canada
Source: IBV Analysis

4. Power has shifted — compressing margins and changing paradigms
In this new era, businesses need to:
Understand and anticipate customer behavior and needs based on customer insights across all channels
Adapt sourcing and procurement based on customer demand and optimize supplier interactions across extended value chains
Market, sell and
fulfill the right
product and service
at the right price,
time and place
Service customers flawlessly, predict and drive customer loyalty

5. We call the path forward Smarter Commerce5
We call the path forward Smarter Commerce
Places the customer at the center
Maximizes insight
Capitalizes on social and mobile
Drives growth
Synchronizes your entire value chain
Increases margins
Improves collaboration and visibility

6. Customer Value Strategy Customer & Partner Engagement
Smarter Commerce focuses on three dimensions centered around the customer
Customer Value Strategy
Customer Insight
In turn, you must re-think how your customers define value, and the changes you must make to your value chain so you can deliver exactly what your customers want - profitably
In today’s world of instant business, you need deep insights, in real-time that you can turn into immediate action
Customer & Partner Engagement
You need an approach that allows you to more effectively connect, collaborate, conduct commerce and create a differentiated customer experience
…increasing the value companies generate for their customers and partners in a rapidly changing digital world

7. Smarter Commerce can help transform every phase of the commerce cycle
Strategy
Insight
Engagement
Market
Buy
Service
Sell
Buy
Sourcing, controlling and procurement of goods and services
Market
Targeted and personalized marketing across all customer interactions
Service
Servicing customer needs across all interaction channels
Sell
Enables selling and fulfillment of products and services across all channels

8. IBM’s integrated portfolio for Smarter Commerce
VALUE CHAIN STRATEGY AND SERVICES
Innovation and business value
Innovating and aligning business models to drive value to the customer
Market and customer mgmt
Aligning sales, marketing and operations to engage with customers
Operating and organization models
Designing operations, supply chain and the organization model to deliver customer value
CORE BUSINESS SOLUTIONS
Core Business Processes
Buy
Market
Sell
Service
Supplier Integration & Management
Supply Chain Management
Payments and Settlements
Strategic Supply Management
Customer Awareness & Analytics
Social Media Marketing
Cross-channel Campaign Management
Digital Marketing Optimization
Pricing, Promotion and Assortment Optimization
Cross-channel Selling
Order Management & Fulfillment
Customer Integration & Collaboration
Store Solutions
Payments & Settlements
Delivery, Service, & Support
Customer Self-Service
Case Management
Advanced Analytics
Customer Analytics | Operational Analytics | Threat and Fraud Analytics
IBM SmartCloud and Workload Optimized Systems
(Z-Enterprise, Power, X, Storage and Systems Software)
Delivering agility, integration and automation to drive relevant business outcomes

9. IBM’s integrated portfolio for Smarter Commerce
VALUE CHAIN STRATEGY AND SERVICES
CORE BUSINESS SOLUTIONS
BUY
MARKET
SELL
SERVICE
Intelligent and optimized supply chain strategies in anticipation of demand
Personalized and relevant messages, promotions and pricing with unified multi-channel marketing
Customers and partners buy what they want, when and where
Anticipates behavior and delivers flawless customer service
Advanced Analytics
IBM SmartCloud and Workload Optimized Systems * 9

10. Buy Market Sell Service
CUSTOMER VALUE STRATEGY
CORE BUSINESS SOLUTIONS
Buy
Market
Sell
Service
Emptoris
Contract Management
Emptoris
Spend Analysis
Sourcing
Contract Management
Supplier Lifecycle Management
Category Compliance Management
Unica
Resource Mgmt
Campaign Mgmt
Marketing execution
Performance
Analysis
WebSphere Commerce
Cross-Channel Selling
Customer-centric Shopping Experience
B2C/B2B Storefronts
Precision Marketing
Sterling Commerce
Delivery & service Scheduling
Reverse Logistics
Sterling Commerce
Order Management
Configuration, Pricing, Quoting
Multi-vendor catalog
Warehouse Management
Transportation Management
Supply Chain Visibility
B2B Integration
Sterling Commerce
Transportation Management
Supply Chain Visibility
B2B Integration
Supplier Portal Vendor Compliance
Coremetrics
Analytics & Reporting
Segmentation
Search Optimization
Unica
Service messaging
Notifications
Retail Store Solutions
Retail POS Solutions
Self-Service Portal/Kiosk
POS Applications
DemandTec
Price, Promotion, Merchandising
Marketing Analytics
ILOG Supply Chain
Product Optimization
Inventory Optimization
ILOG Supply Chain
Network Optimization
Transportation Optimization
Content Analytics
Accounts Payable Automation
ERP Integration
Statement Presentment & Archiving
Customer “On-boarding”
Product, Policy & Procedure Information
Case Management
Customer Self Service
Product, Policy & Procedure Info
CUSTOMER INSIGHT SOLUTIONS 10

11. The Role of Enterprise Content Management
Before: raw materials are delivered to a factory, you purchase a carton of milk, take possession of a new home, decide what type of dishwasher is best, establish a retirement account, purchase life insurance, choose an investment, the loan for your car is approved, you get the answer from customer service…
Someone: signed a supplier agreement, approved and invoice, prepared mortgage documents, wrote a user’s manual, reviewed loan documents, created marketing collateral, revised and published customer support information.
Without the proper documents, forms, correspondence and content, and the processes to manage them, these commerce transactions – buy, market, sell and service would not happen.
Documents define business agreements and guide daily operations. Business process management brings greater efficiency to these transactions. Content analytics provides rapid insight into the customer needs, concerns and opinions. All of these capabilities enable smarter commerce.
Content is essential to commerce. 11

12. Opening Questions to Consider
How efficiently do you manage supplier relationships and communications?
Do your lines of business have a “single view of supplier”?
How efficiently does product information move from supplier to buyer to channel to customer?
Do your lines of business and customers have a “single view of product/service”?
How easy is it to “become a customer”?
How do you resolve complex customer service requests?
Do your lines of business have a “single view of customer”?
What additional customer detail and insight can you obtain from , call logs, voice to text, chats, product reviews & blogs?

13. IBM ECM Enables All Domains of Smarter Commerce
Contracts & supporting information
Supplier communications
Accounts payable
Product information
ERP integration
Product/service Information
Digital Asset Management
“Voice of the customer”
Buy
Market
Sourcing, controlling and procurement of goods and services
Targeted and personalized marketing across all customer interactions
Servicing customer needs across all interaction channels
Customer
Selling and fulfillment of products and services across all channels
Service
Sell
ERP integration
CRM integration
“Voice of the customer”
Customer correspondence
Statements, bills, confirmations
Product/service policy & procedure information
CRM integration
Product Information
Customer “On-boarding”
Digital Asset Management
Statements, bills, confirmations
Product/service policy & procedure information 13

14. Where & How IBM ECM Can Positively Impact Key Commerce Domains
Buy
Supplier Lifecycle Management
Buy-Side Contract Management
Accounts Payable
Market
Product, Service, Policy & Procedures
Digital Asset Management
Voice of the Customer
Sell
Customer “On-Boarding”
Complex Corporate Sales
Statements, Bills & Confirmations
Service
Complex Customer Care
“Single View” of Customer

15. Buy Benefits IBM ECM Capabilities to Support Key Commerce Domains
Supplier Lifecycle Management
Buy-Side Contract Management
Accounts Payable
Capture ■
ERP Integration
Management
Imaging/Content Management
Case Management
MSFT Office Integration
Records & Retention Management
Partner Solutions
Benefits
Accelerate supplier evaluation & selection process
Enable single, secure point of access for all relevant supplier content, communications and supporting information
Retain supplier content as corporate record
Accelerate contract development, negotiation and approval
Enable secure enterprise access to contract and supporting information
Retain contract and supporting information as corporate record
Reduce cost, reduce errors, manage cash flow, eliminate late payment penalties, respond to audit requests
Reduce storage costs
Retain invoices and supporting information as corporate record
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16. Market Benefits IBM ECM Capabilities to Support Key Commerce Domains
Product, Service, Policy & Procedures
Digital Asset Management
Voice of the Customer
Content Analytics ■
MSFT Office Integration
SharePoint Integration
Content Management
Case Management
Records & Retention Management
Partner Solutions
Benefits
Enable formal process for creation, review, approval and publishing
Single source for collateral & supporting information
Publish consistent information across channels
Retain per compliance requirements
Effectively organize, manage and secure media and brand assets
Single source for digital assets
Enable multi-channel distribution of digital assets
Obtain a more detailed and accurate understanding of market and customer needs
Plan and execute more effective campaigns, promotions, product positioning, sales tactics 16

17. Sell Benefits IBM ECM Capabilities to Support Key Commerce Domains
Product, Service, Policy & Procedures
Customer “On-Boarding”
Complex Corporate Sales
Statements, Bills & Confirmations
Capture ■
management
MSFT Office Integration
Content Management
Case Management
CRM integration
Content Manager OnDemand
Records & Retention Management
Partner Solutions
Benefits
Single source for collateral & supporting information
Publish consistent information across channels
Efficiently capture customer information at POS
Retain as corporate record
Quickly initiate provisioning process
Accelerate contract development, negotiation and approval
Enable secure enterprise access to contract & supporting information
Reduce/eliminate printing & postal costs
Archive high-volumes of customer receipts
Retain as records
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18. Service Benefits IBM ECM Capabilities to Support Key Commerce Domains
Product, Service, Policy & Procedures
Complex Customer Care
Voice of the Customer
“Single View” of Customer
Capture ■
management
MSFT Office Integration
Content Analytics
Imaging/Content Management
CRM integration
ERP Integration
Case Management
Content Manager OnDemand
Records & Retention Management
Partner Solutions
Benefits
Single source for collateral & supporting information
Publish consistent information across channels
Improve self-service
Complete context to understand customer issues, collaborate and facilitate resolution
Record and retain key decisions, actions and communications
Exploit insight obtained from , call logs chats and voice to text to improve service
Identify FAQs
Immediate, secure access to relevant customer content & communications
Enable self service
Reduce cost of customer care

19. ECM Applied to the Key Entities of Commerce
Supplier – manage the lifecycle of content and content-specific processes that: define the business relationship, specify the goods/services exchanged, record evidence of transactions and communications
Product/Service – manage the lifecycle of content and content-specific processes that describe or document: the product/service, usage, technical details, components, warranties, guarantees, maintenance, repair and operations
Customer – manage the lifecycle of content and content-specific processes that: define the business relationship, specify the goods/services exchanged, record evidence of transactions and communications, facilitate efficient resolution of complex customer service and support issues
Analyze customer correspondence and communications to rapidly identify and explore trends, patterns, and statistically relevant facts to obtain a more detailed and accurate understanding of “voice of the customer”
“I have a complaint about the quality of the product that I bought last week!”

20. IBM ECM Partners Have Solutions for All Domains of Smarter Commerce
Adaptive Supplier Management
Digital Asset Management
Retail Vendor Management
Rapid Analytics for Hotels
Enterprise Contracts
Buy
Market
Text Analytics Suite
Accounts Payable
Sourcing, controlling and procurement of goods and services
Targeted and personalized marketing across all customer interactions
Managed Pay
Claims Management
Underwriting
Servicing customer needs across all interaction channels
Customer
Selling and fulfillment of products and services across all channels
Complaints & Appeals
Service
Sell
ePresentment
Mobile Case Manager
Container Billing
Policy Owners Services
Credit Origination
eResolve for Mortgage Banking
Paperless Lending
Complaint & Quality Management
Store Communications
Client Service for Wealth Management
Retail Banking Transactions
Online Brokerage Account Administration
Unsecured Lending Framework
Correspondence Tracking and Management
Dealer Relations Portal for Discrete Manufacturers
Customer Service via an Automated Response 20
www-304.ibm.com/sales/gss/download/industry_solutions_catalog/CrossIndustrySolutions.do?industry=ecm
IBM Internal Use Only 20

21. 21
IBM Internal Use Only

23. Supplemental Slides

24. What is unique about IBM’s Smarter Commerce?
2424
What is unique about IBM’s Smarter Commerce?
Industry Leading
Unmatched breadth and
depth of market leading
products and services across
the commerce cycle to meet
your needs
Suppliers
Influencers
Partners
Customers
IBM Smarter Commerce
Comprehensive yet Flexible
Flexibility to start in the area
your business is focused
leveraging your existing
investments and delivering
value for your business
Proven
IBM is a proven partner for
your success with experience
in driving measurable
business outcomes across all
aspects of the commerce cycle

25. Getting started and accelerating your Smarter Commerce journey
Has your business model changed?
Is customer information driving your business?
Are customer needs aligned to the business operations?
How compelling is your customer experience?
Can you respond to changes in the market or demand?
Learn more about IBM Business Value Accelerator services to help you get started on your Smarter Commerce journey 25 25

26. IBM is the right partner for Smarter Commerce
100 years of experience making the world work better through the use of technology
Deep skills to enhance, extend, and re-define commerce in the age of the empowered customer
Acting on Customer Insight
Evolving your Customer Value Strategy
Optimizing Customer & Partner Engagement
$3 billion invested since 2010 to create a truly smarter approach to commerce
New consulting and system integration practice with over a thousand dedicated experts
Expertise in over 20 industries to help create a solution customized for your specific needs
Over 2,000 of the world’s top brands rely on IBM to improve their business insight and execution

27. High Value solutions spanning across multiple industries
CAPTURE
ACTIVATE
SOCIALIZE
ANALYZE
GOVERN
Document Imaging and Advanced Document Capture
Enterprise Platform Services
Enterprise Report Management
Asset Lifecycle Mgmt
Accounts Payable
eBilling & Electronic Document Delivery
Contract Management
Advanced case mgmt
Customer Service / Experience Mgmt
Account Opening & Management
Courts and Justice
Claims Processing & Optimization
Benefits Adjudication
Insurance Underwriting
Loan Origination / Mortgage Processing
Social content mgmt
Human Capital Management
Education Intervention Management
Content Search and Analytics
Voice of the Customer
Patient Diagnostics & Care Coordination
Government and Crime Intelligence
Enterprise Fraud Management
Defensible Disposal & Value Based Archiving
Retention & Records Management
eDiscovery
Content at Rest = Cost, Content in Motion = Value
IBM ECM Foundational Solutions for IT. Compliance & Legal Buyers
IBM ECM Cross-Industry Solutions targeting LOB & New Buyers
IBM ECM Industry Specific Solutions targeting LOB and New Buyers