1. transitioning to ebusiness within hp paul horstmeier commercial ebusiness mgr printing and imaging

2. the importance of ebusiness at hp

3. hp in 1998 $47 billion dollar company 123,000 employees 130 product lines 147 countries one of 10 most recognized global brands historical strengths –products –sales & support –channel partnerships –decentralized business model

4. first generation internet trends publishing time support commerce customer relationship customer relationship web sites web portals site customization

5. hp.com statistics Visits to www.hp.com Total pages Country sites Traffic growth Driver downloads Breakout of traffic by business 1,000,000 sessions/day 550,000 worldwide 47 20% year 180,000 per day

6. hp internal ebusiness challenges hp web site –information glut –site fragmentation –minor standards –no common architecture ecommerce –channel concerns –pilots “de jour” –product specific supply chain strategies customer relationships –hundreds of databases –multiple technology platforms –inability to recognize common customers

7. centralized, empowered governance web content and strategies spanning across all customers consistent, integrated, branded customer experience issue and enforce edicts lesson # 1 manage your web site and content as a strategic asset

8. hp.com strategic framework view localization look & feel navigation comm mgt vehicles emarketing eselling esupport epartnering content management customer data management interface applications and data infrastructure customer interaction ebusiness activities information services technologies customer experience focus spending efficiency focus

9. integrated hp.com web improvements Consistency Globalization Phase 1 Q3 99 Phase 2 Q1 00 Phase 3 Q3 00 common navigation common look and feel common help enhanced search gateway management New HP brand look-and-feel Business to business customization common login Brand refresh Common customer id

10. hp.com migration BeforeCurrent

11. hp.com…our future site

12. “content” logical data model Products & Solutions Product & Solution Classification Competitor Information Marketing Programs Product Marketing Information Technical Information Fulfillment Information Manuals Software Customer Support Information Marketing Communication Legal Notices Solution Matrix Base Product SuppliesAccessories ServicesSoftware Manuals SegmentsCategories Competitor Company Information Regions & DCs PriceAvailabilityOrder Status Industry Awards Features & Benefits Technology Briefs Technical Specifications Cost of Ownership Product Manuals Section Driver Release Information Drivers Issues & Resolution Software Download Instructions Disclaimers, Agreements & Policy Statements Chunk Library Customized Selling Points Reviewers Guide Promotions Industries FAQs & How-To’s Advertising & Branding Design Guidelines Success Stories Reseller Programs Customer Programs Customer Information Performance Benchmarking Competitor Product Information Sales Tools Product Presentation Sales Guide Sell- Against Ordering Info Customer Profiles Warranty HP Confidential

13. common segmentation lead from customer-facing organizations shift infrastructure from product to customer centric common data standards, business rules, customer contact guidelines lesson # 2 prioritize, develop, optimize around customer segments

14. hp’s ebusiness segments enterprise commercial consumer consumer COHO small medium education government US enterprise Global enterprise

15. dedicated cross functional virtual empowered speed over elegance lesson # 3 small, quick moving teams with new skill sets

16. holistic customer view acknowledge, demonstrate business reality identify where channel adds value, where you work together, where they have to evolve inform your channel offer customer choice lesson # 4 proactively manage channel conflict

17. reseller integration Business customer center

18. reseller integration solution Sale (3rd party) product sale (hp) set-up and training (pre-qualified channel partner) high touch sales

19. channel pr results “HP has figured out how to walk the delicate balance between serving their SMB customers and maintain productive partnerships with resellers. I’ve always been impressed with HP’s understanding of the SMB market and ability to help us reach the right customers with our local consulting, implementation, and troubleshooting skills.” -- reseller quote “One of the things HP has always been good at is keeping its dealers well informed and up to date. As long as they’re up front about what they’re doing and dealers understand what role they still have, I think it will work.” -- technology analyst quote

20. direct doesn’t mean “do it yourself” when and why to outsource speed versus differentiation order management call center web development fulfillment and delivery marketing lesson # 5 determine your core competencies

21. quicker feedback to all customer organizations the best ebusiness ideas often have high ROI in indirect selling motions supply chain content mgt systems database marketing cost-to-serve models marketing program effectiveness lesson # 6 allow ebusiness to influence most of your core processes

22. 1999-2000 US hp ecommerce results

23. What’s next?

24. Proliferation of modular services and IT resources available on the Net you don’t have to go to a website to trigger an e-service describe to each other what they can do ecosystem of eservices can be allied on the fly the next e: e services

25. reinventing printing as you know it today. printer is peripheral - frozen in time - waste and obsolescence - same for all - producer pushed printer is service - timely, up-to-date - efficiency - customizable - consumer choice

26. recent printing e-services partners Printer is Peripheral - Frozen in time - Waste and obsolescence - Same for all - Producer pushed new printing e-services that simplify life inventing new business models for printing and imaging customers building the printing e-services ecosystem with HP as a partner

27. print, fold, seal AND stamp in one easy step (hp and stamps.com) business, financial, marketing, subscriptions bundled with printers (hp instant delivery) automatic supplies reordering automatic support notification (hp) integrating products and eservices billing station subscription services self-service printing

28. our coalescing vision a spirit of invention in all that we do becoming the company that makes the Internet work for customers providing the best total customer experience