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©2016 CloudCraze Software LLC. All Rights Reserved.
Don Davis, Internet Retailer
Andy Hoar, Forrester Research
Vital Potlatov, AB InBev
Andrew Witherspoon, CloudCraze
Accelerate your B2B Go-To-Market with Customer-focused
Commerce on Salesforce
June 2, 2016
B2B eCommerce
Andy Hoar
Principal Analyst
June 2, 2016
© 2015 Forrester Research, Inc. Reproduction Prohibited 3
B2B Online
Andy Hoar
May 12, 2015
© 2015 Forrester Research, Inc. Reproduction Prohibited 4
B2B Online
Andy Hoar
May 12, 2015
© 2015 Forrester Research, Inc. Reproduction Prohibited 5
B2B Online
Andy Hoar
May 12, 2015
© 2015 Forrester Research, Inc. Reproduction Prohibited 6
B2B Online
Andy Hoar
May 12, 2015
© 2016 Forrester Research, Inc. Reproduction Prohibited 7
Amazon Effect
© 2016 Forrester Research, Inc. Reproduction Prohibited 8
Base: 100 B2B Buyers
Source: Forrester/Internet Retailer Q4 2015 Global B2B Buy-Side Survey
82% of B2B buyers say
that they’ve used
Amazon to make a
purchase for work.
© 2015 Forrester Research, Inc. Reproduction Prohibited 9
Channel Shift
© 2015 Forrester Research, Inc. Reproduction Prohibited
© 2015 Forrester Research, Inc. Reproduction Prohibited 11
74%Buying from a website
is more convenient
than buying from a
sales representative.
© 2015 Forrester Research, Inc. Reproduction Prohibited 12
Source: Q1 2015 Forrester/Internet Retailer B2B Buyer Channel Preferences Survey (n=219)
93%Prefer to buy online when they’ve decided what to buy.
© 2015 Forrester Research, Inc. Reproduction Prohibited 13
© 2015 Forrester Research, Inc. Reproduction Prohibited 14
© 2015 Forrester Research, Inc. Reproduction Prohibited 15
© 2015 Forrester Research, Inc. Reproduction Prohibited 16
© 2015 Forrester Research, Inc. Reproduction Prohibited 17
Self Service and IoT
© 2015 Forrester Research, Inc. Reproduction Prohibited 18
Rolls Royce “Total Care”
© 2015 Forrester Research, Inc. Reproduction Prohibited 20
Ecolab
© 2015 Forrester Research, Inc. Reproduction Prohibited 21
Source: January 2, 2015, “Cloud Evolves From Point Solution To Strategic Enabler Of The New Connected Economy” Forrester report
forrester.com
Thank you
Andy Hoar
Principal Analyst
ahoar@forrester.com
@andyhoar1
AB InBev Transforms How It Goes to Market with
Commerce on Salesforce
Date : 06/02/2016
Vital Potlatov
Business Technology Sr. Manager
24
AB InBev Today
• One of the world’s top 5 consumer goods companies
• Largest brewer in the world
• Owns 7 of the world’s top 10 most valuable beer brands
• Employs 155,000 people in over 25 countries with sales in almost 200 countries
• 2014 Results:
• Total beer volume 408 million hls
• Total non-beer volume 47 million hls
• Revenue 47.1 billion USD
• EBITDA 18.5 billion USD
• Best Beer Company Bringing People Together For a Better World.
IT Vision
Vistex NL
Vistex DE + (BE)
Vistex FR
!Sell
Bushido
CAS
Avenue
CMT
SAP CRM
HTS
CBI
SAP
…
Wess
SOLV
WCCP
Immediando
SAP BW
The Dream
Salesforce
CRM
SAP ECC 6.0
BI
Mobile Apps
The Dream: One Integrated Platform Bringing all Functionalities
Together For a Better Business Efficiency
From complex IT environment
to The Dream
JD Edwards
25
IT Strategy
The
Dream
Platform
Approach
Multichannel
Order Taking +
Loyalty
Multichannel
Customer
Master Data
Maintenance
Multichannel
Promo
Execution
Multichannel
Customer Point
of Connection
Tracking &
Execution
26
The Dream: One Integrated Platform Bringing all Functionalities
Together For a Better Business Efficiency
Channels: ECOM, Sales Rep, Tele Rep, Tech
Rep, KAM, Crowd Sourcing.
27
Salesforce Platform Approach
28
E-commerce Tool Selection
CloudCraze Back End & Front End
SAP PO*
• Follow holistic Salesforce platform approach
• Follow multichannel strategy  functionalities built once
on one platform and available for all Salesforce modules
• Fast and easy plug and play with APIs and other
Salesforce modules
• Salesforce – SAP interfaces can be reused
• Native Salesforce application and the most preferable
B2B solution with the Salesforce CRM platform
 KPI1 - Onboarding of all direct non-EDI customers on e-Commerce.
 KPI2 - BOOST sales via advanced customer experience using order portal capabilities as well as customer
engagement.
 KPI3 - CUT cost via automating back office processes.
29
e-Commerce KPIs & Benefits
e-Commerce benefits for ABI customers
24x7 access to up-
to-date
information
Visibility on active
promotions and
activations
Visibility on all
orders, deliveries,
invoices
Cross-selling and
up-selling
products
Possibility to
create service
tickets
2015 2016
Visibility on net-
prices including
discounts
Visibility on
available stock &
promo quotas
Possibility to
optimize trucks
loading
Possibility to plan
deliveries
Possibility to
order from any
device
Possibility to track
status of orders,
deliveries,
invoices
Loyalty program,
customer
engagement &
gamification
Online payment
Advanced product
catalogue
Wish list
management
30
e-Commerce Key Highlights
Customers benefits
AB InBev benefits
Lessons learned
Outlook to the future
31©2016 CloudCraze Software LLC. All Rights Reserved.
The only proven eCommerce platform developed
natively on Salesforce
32©2016 CloudCraze Software LLC. All Rights Reserved.
Completing the vision of one view of the customer
33©2016 CloudCraze Software LLC. All Rights Reserved.
Single view of the
customer
Engaging customer
experience
Infinite flexibility
Global scalability
Speed to market
Force.com
Heroku Enterprise
AppExchange
Shield
Trailhead
Wave
Thunder
Lightning
Multitenant Cloud
CloudCraze is built native on the Customer Success Platform
34©2016 CloudCraze Software LLC. All Rights Reserved.
Powerful, rich capabilities to move at Customer speed
360-degree
customer engagement
Seamless integration across
Sales, Marketing, Service
including order on behalf of
Fully branded
configurable storefronts
Put your products and brand at your
customers’ fingertips
Powerful
pricing engine
Single product, bundled pricing,
subscriptions, and coupons.
Define Accounts and display Account
specific products and pricing at login
Account groups
Unique digital experience
Mobile-ready
For the on-the-move
customer and admin
Optimize the user experience with out-
of- the-box templates or integrated
CMS using the robust API set
35©2016 CloudCraze Software LLC. All Rights Reserved.
CloudCraze Marketecture
Channels
@
Back
Office
ERPDAMPIM InventoryOM WMS TMS
Accounts
Contacts
Order &
Subscription
Market ExchangeCustomer
Engagement
Commerce Engine
Quote
Approvals
Contracts
Segmentation
Order Visibility
Live Agent
Online Mktg
Recommendation
s
Call Center
Knowledge
Ideas
Cases
Integration
Storefront
Management
CMS Mobile
Social
Commerce
Industry
CMS
Invoice -
Payment
Checkout
Order
Lifecycle
Subscription
Management
Order
Brokering
Catalog
Mgmt
Pricelists Coupon Promotion
Guided
Selling
Subscription Multi-Cart RFQ
Marketplace Loyalty I8LTN
Wishlists -
Templates
Services Middleware
36©2016 CloudCraze Software LLC. All Rights Reserved.
CloudCraze drives a better customer experience…
Tailored / Targeted ContentConvenient Ordering
The “Consumer” Effect
My Portal /Account Management
10% increase in average order
size
50% faster to place
an order
Consistent Experience Across
Touch Points
300% increase in order
compliance and accuracy
Results
80% reduction in
cost to place an order
37©2016 CloudCraze Software LLC. All Rights Reserved.
CloudCraze Customers
Leading global brands across industries
©2016 CloudCraze Software LLC. All Rights Reserved. 38
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Accelerate Your B2B Go To Market with Customer-focused Commerce on Salesforce

  • 1. ©2016 CloudCraze Software LLC. All Rights Reserved. Don Davis, Internet Retailer Andy Hoar, Forrester Research Vital Potlatov, AB InBev Andrew Witherspoon, CloudCraze Accelerate your B2B Go-To-Market with Customer-focused Commerce on Salesforce June 2, 2016
  • 2. B2B eCommerce Andy Hoar Principal Analyst June 2, 2016
  • 3. © 2015 Forrester Research, Inc. Reproduction Prohibited 3 B2B Online Andy Hoar May 12, 2015
  • 4. © 2015 Forrester Research, Inc. Reproduction Prohibited 4 B2B Online Andy Hoar May 12, 2015
  • 5. © 2015 Forrester Research, Inc. Reproduction Prohibited 5 B2B Online Andy Hoar May 12, 2015
  • 6. © 2015 Forrester Research, Inc. Reproduction Prohibited 6 B2B Online Andy Hoar May 12, 2015
  • 7. © 2016 Forrester Research, Inc. Reproduction Prohibited 7 Amazon Effect
  • 8. © 2016 Forrester Research, Inc. Reproduction Prohibited 8 Base: 100 B2B Buyers Source: Forrester/Internet Retailer Q4 2015 Global B2B Buy-Side Survey 82% of B2B buyers say that they’ve used Amazon to make a purchase for work.
  • 9. © 2015 Forrester Research, Inc. Reproduction Prohibited 9 Channel Shift
  • 10. © 2015 Forrester Research, Inc. Reproduction Prohibited
  • 11. © 2015 Forrester Research, Inc. Reproduction Prohibited 11 74%Buying from a website is more convenient than buying from a sales representative.
  • 12. © 2015 Forrester Research, Inc. Reproduction Prohibited 12 Source: Q1 2015 Forrester/Internet Retailer B2B Buyer Channel Preferences Survey (n=219) 93%Prefer to buy online when they’ve decided what to buy.
  • 13. © 2015 Forrester Research, Inc. Reproduction Prohibited 13
  • 14. © 2015 Forrester Research, Inc. Reproduction Prohibited 14
  • 15. © 2015 Forrester Research, Inc. Reproduction Prohibited 15
  • 16. © 2015 Forrester Research, Inc. Reproduction Prohibited 16
  • 17. © 2015 Forrester Research, Inc. Reproduction Prohibited 17 Self Service and IoT
  • 18. © 2015 Forrester Research, Inc. Reproduction Prohibited 18
  • 20. © 2015 Forrester Research, Inc. Reproduction Prohibited 20 Ecolab
  • 21. © 2015 Forrester Research, Inc. Reproduction Prohibited 21 Source: January 2, 2015, “Cloud Evolves From Point Solution To Strategic Enabler Of The New Connected Economy” Forrester report
  • 22. forrester.com Thank you Andy Hoar Principal Analyst ahoar@forrester.com @andyhoar1
  • 23. AB InBev Transforms How It Goes to Market with Commerce on Salesforce Date : 06/02/2016 Vital Potlatov Business Technology Sr. Manager
  • 24. 24 AB InBev Today • One of the world’s top 5 consumer goods companies • Largest brewer in the world • Owns 7 of the world’s top 10 most valuable beer brands • Employs 155,000 people in over 25 countries with sales in almost 200 countries • 2014 Results: • Total beer volume 408 million hls • Total non-beer volume 47 million hls • Revenue 47.1 billion USD • EBITDA 18.5 billion USD • Best Beer Company Bringing People Together For a Better World.
  • 25. IT Vision Vistex NL Vistex DE + (BE) Vistex FR !Sell Bushido CAS Avenue CMT SAP CRM HTS CBI SAP … Wess SOLV WCCP Immediando SAP BW The Dream Salesforce CRM SAP ECC 6.0 BI Mobile Apps The Dream: One Integrated Platform Bringing all Functionalities Together For a Better Business Efficiency From complex IT environment to The Dream JD Edwards 25
  • 26. IT Strategy The Dream Platform Approach Multichannel Order Taking + Loyalty Multichannel Customer Master Data Maintenance Multichannel Promo Execution Multichannel Customer Point of Connection Tracking & Execution 26 The Dream: One Integrated Platform Bringing all Functionalities Together For a Better Business Efficiency Channels: ECOM, Sales Rep, Tele Rep, Tech Rep, KAM, Crowd Sourcing.
  • 28. 28 E-commerce Tool Selection CloudCraze Back End & Front End SAP PO* • Follow holistic Salesforce platform approach • Follow multichannel strategy  functionalities built once on one platform and available for all Salesforce modules • Fast and easy plug and play with APIs and other Salesforce modules • Salesforce – SAP interfaces can be reused • Native Salesforce application and the most preferable B2B solution with the Salesforce CRM platform
  • 29.  KPI1 - Onboarding of all direct non-EDI customers on e-Commerce.  KPI2 - BOOST sales via advanced customer experience using order portal capabilities as well as customer engagement.  KPI3 - CUT cost via automating back office processes. 29 e-Commerce KPIs & Benefits e-Commerce benefits for ABI customers 24x7 access to up- to-date information Visibility on active promotions and activations Visibility on all orders, deliveries, invoices Cross-selling and up-selling products Possibility to create service tickets 2015 2016 Visibility on net- prices including discounts Visibility on available stock & promo quotas Possibility to optimize trucks loading Possibility to plan deliveries Possibility to order from any device Possibility to track status of orders, deliveries, invoices Loyalty program, customer engagement & gamification Online payment Advanced product catalogue Wish list management
  • 30. 30 e-Commerce Key Highlights Customers benefits AB InBev benefits Lessons learned Outlook to the future
  • 31. 31©2016 CloudCraze Software LLC. All Rights Reserved. The only proven eCommerce platform developed natively on Salesforce
  • 32. 32©2016 CloudCraze Software LLC. All Rights Reserved. Completing the vision of one view of the customer
  • 33. 33©2016 CloudCraze Software LLC. All Rights Reserved. Single view of the customer Engaging customer experience Infinite flexibility Global scalability Speed to market Force.com Heroku Enterprise AppExchange Shield Trailhead Wave Thunder Lightning Multitenant Cloud CloudCraze is built native on the Customer Success Platform
  • 34. 34©2016 CloudCraze Software LLC. All Rights Reserved. Powerful, rich capabilities to move at Customer speed 360-degree customer engagement Seamless integration across Sales, Marketing, Service including order on behalf of Fully branded configurable storefronts Put your products and brand at your customers’ fingertips Powerful pricing engine Single product, bundled pricing, subscriptions, and coupons. Define Accounts and display Account specific products and pricing at login Account groups Unique digital experience Mobile-ready For the on-the-move customer and admin Optimize the user experience with out- of- the-box templates or integrated CMS using the robust API set
  • 35. 35©2016 CloudCraze Software LLC. All Rights Reserved. CloudCraze Marketecture Channels @ Back Office ERPDAMPIM InventoryOM WMS TMS Accounts Contacts Order & Subscription Market ExchangeCustomer Engagement Commerce Engine Quote Approvals Contracts Segmentation Order Visibility Live Agent Online Mktg Recommendation s Call Center Knowledge Ideas Cases Integration Storefront Management CMS Mobile Social Commerce Industry CMS Invoice - Payment Checkout Order Lifecycle Subscription Management Order Brokering Catalog Mgmt Pricelists Coupon Promotion Guided Selling Subscription Multi-Cart RFQ Marketplace Loyalty I8LTN Wishlists - Templates Services Middleware
  • 36. 36©2016 CloudCraze Software LLC. All Rights Reserved. CloudCraze drives a better customer experience… Tailored / Targeted ContentConvenient Ordering The “Consumer” Effect My Portal /Account Management 10% increase in average order size 50% faster to place an order Consistent Experience Across Touch Points 300% increase in order compliance and accuracy Results 80% reduction in cost to place an order
  • 37. 37©2016 CloudCraze Software LLC. All Rights Reserved. CloudCraze Customers Leading global brands across industries
  • 38. ©2016 CloudCraze Software LLC. All Rights Reserved. 38 Questions?

Notes de l'éditeur

  1. On center screen: Event branding
  2. Rigid foam insulation
  3. On center screen: Event branding
  4. Vitaliy
  5. Clarify the global instance of SAP – which product is it? (Vital)
  6. When discussing, speak to what business efficiency means to AB InBev in terms of eCommerce Also, speak to the efficiencies you gain by data sharing with a single, centralized technology platform – say benefits of gaining “one view of the customer” wit
  7. For companies, this mix can be very complicated. Need one platform or else everything will be a big mess – data will not be integrated properly and systems will slow down. CloudCraze solves for this.
  8. Vitaliy
  9. Salesforce provides solutions for Sales, Service, Marketing, Community, and Analytics. Increasingly customers recognize that there is a Commerce solution within the Salesforce App Cloud and that’s CloudCraze. CloudCraze creates a customer branded, buyer-centric site that allows customers to browse and buy products or services online. Sales Cloud Customers can easily transact via the online store when convenient, and sales people can focus on more strategic interactions with customers CloudCraze is native on Salesforce so customer and commerce data reside in one Salesforce database allowing companies to easily leverage that data for engagement, cross-sell, upsell and service via other Salesforce Clouds Service Cloud Customer Service agents can make purchases on behalf of customers as part of the service call. Marketing Cloud The Marketing Cloud can see that a cart was abandoned and send a personalized communication to the potential buyer. They can also see that a purchase was made and follow-up with an offer on a related item. Community Cloud Via Communities, customers can interact with other customers or with the company to learn more about products and then buy the products in the context of those conversations. Analytics Cloud Throughout it all, Analytics Cloud is gathering the data to develop a more complete picture of the customer, the products, the company. That means more data to solve business problems that drive success.
  10. CloudCraze is delivered on the Salesforce App Cloud, Lighting and Community licensing. With Customer and commerce data in one Salesforce database, their is a single, comprehensive view of the customer that’s captured through the type of engaging experience that our Connected customer expects. The App Cloud allows CloudCraze to take advantage of Salesforce’s 3 releases per year and CloudCraze delivers three releases per year of its own. So CloudCraze is infinitely flexible. The multi-tenant nature means CloudCraze scales globally with ease.
  11. CloudCraze has always been a the forefront of creating eCommerce functionality on Salesforce. From launching the first native storefronts to incorporating with Community. But our customers tell the real story. Through them, we’re creating social storefronts and marketplaces.
  12. What does this mean for your customers, for you? A better customer experience drives results… Your online buyers—B2B or B2C-- are consumers. They’re used to the online ordering functionality in their personal lives. They expect that in all online interactions… They want convenient ordering, targeted content/products/pricing, portal or my account management all within a consistent experience. The result… the whole experience is better for your customer and for you. The customer orders more, it takes less time, the order is accurate, so the resulting experience is better. More revenue and lower cost for you.
  13. CloudCraze solves B2B and B2C use cases across industries: Consumer Goods & Services, Communication & Media, Health Care & Life Services, Higher Education High Tech, Manufacturing