The document outlines an agenda for a presentation on Adobe's customer experience solutions and digital enterprise platform. The agenda includes introductions to Adobe and customer experience management, presenting Adobe's customer experience solutions and digital platform, and partnering opportunities. The presentation aims to demonstrate how Adobe's solutions can help organizations optimize their customer experience across digital channels.
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Adobe's Digital Solutions for Customer Experience Management
1. Agenda
Welcome
Adobe & Customer Experience Management
Introducing the Adobe Digital Enterprise Platform
Customer Experience Solutions – Part 1 - CC
Customer Experience Solutions – Part 2 - WEM
Partnering with Adobe
13:00 Closing comments
1
2. The Digital Race for Customers
Winning with Web Experience Management from Adobe
Dieter Hovorka | Solution Consulting EMEA
3. Adobe‘s Customer Experience Solutions
BUSINESS
Adobe Customer Experience Solutions
Web Social Brand Selection & Unified Customer
Experience Engagement Enrollment Workspace Communication
Management s
Learn Validate Decide Use Commit
Integrated Content Review
IT
Adobe Digital Enterprise Platform
3
5. WEM helps solve Key Industry Challenges
Retail Banking Healthcare Retail Public Sector / Media and
Education Entertainment
Multichannel Web Compliance Website Multi-Channel Brand/ Marketing
Marketing Community Optimization Citizen Control
Customer Self Development Community Outreach Web Context and
Service Development Consistent Personalization
Campaign University
Management Sites
6. Customers are spending more time and money across digital
channels
$ $ $ $ $
OPPORTUNITY
mobile
• According to Forrester‘s US Online Retail
Forecast, by 2014, ―more than half of total
$ $ $ $ $
retail sales will be influenced by the web.‖
• During the economic downturn, while retail
social
sales going down, ecommerce grew
ENTERPRISE/BRAND ONE CONTEXT
• The average young American now spends$
$ $ $ $
practically every waking minute — except
for the time in school — using a smart
phone, computer, television or other
web
electronic device, according to a new study
from the Kaiser Family Foundation.
$ $ $ $ $
email
6
7. Enterprises need to react faster to protect and elevate brand
Information and opinions about your brand and
enterprise travels faster in the digital marketplace.
ERA OF SOCIAL MEDIA AND WEB 2.0
good news travels fast, bad news travels instantly.
BAD REVIEW! BAD REVIEW!
! ! ! ! ! ! ! ! ! ! !
BAD REVIEW! BAD REVIEW!
! ! ! ! !
7
8. Enterprises need to react faster to protect and elevate brand
Information and opinions about your brand and enterprise
travels faster in the digital marketplace.
ERA OF SOCIAL MEDIA AND WEB 2.0
good news travels fast, bad news travels instantly.
GOOD GOOD
COMMENT COMMENT
:) :) :) :)
:) :) :) :) :) :) :)
GOOD GOOD
COMMENT COMMENT
:) :) :) :) :)
8
9. Enterprises need to react faster to protect and elevate brand
Information and opinions about your brand and
enterprise travels faster in the digital marketplace.
ERA OF SOCIAL MEDIA AND WEB 2.0
good news travels fast, bad news travels instantly.
:)
:) :)
:)
:)
:)
:) :) 65%
POSITIVE
35%
! ! !
NEGATIV
E
9
10. The web channel will become the mobile channel
Desktop Users Mobile Users Mobile by 2013 will
surpass desktop
Mobile is critical to every
enterprise's web
2011 presence. According to
Mary Meeker of Morgan
Stanley, the number of
mobile users will be
greater than desktop
internet users by 2013.
Mobile first, multi-
channel next.
10
11. The web channel will become the mobile channel
Desktop Users Mobile Users Mobile by 2013 will
surpass desktop
Mobile is critical to every
enterprise's web
2012 presence. According to
Mary Meeker of Morgan
Stanley, the number of
mobile users will be
greater than desktop
internet users by 2013.
Mobile first, multi-
channel next.
11
12. 2013: The web channel will become the mobile channel
Desktop Users Mobile Users Mobile by 2013 will
surpass desktop
Mobile is critical to every
enterprise's web
2013 presence. According to
Mary Meeker of Morgan
Stanley, the number of
mobile users will be
greater than desktop
internet users by 2013.
Mobile first, multi-
channel next.
12
13. Enterprises are in a digital race to attract and engage customers
5 Critical Elements Mobile and
Multichannel
needed to win 2013 mobile > desktop
Will you miss ½
the market?
Social
Collaboration
Build local communities
Web Content
Management
Targeted
Meeting both Campaigns
Proactive, not passive
Business and digital present
Marketing Needs
Online Analytics
Optimize engagement,
user monetization
Multi-site Web Experience
Governance Management
One global brand, local
relevance
13
14. 5 critical ways Adobe WEM positions you dominate the digital
domain
Built on the Adobe Digital Mobile and
Enterprise Platform Multichannel
A single authoring
environment and platform
spans channel. Device
emulation and detection
Social
Collaboration
Support for corporate
blogging and forums
across muliti
Adobe
Targeted Campaigns
Web Experience Marketing Campaign
Management
Management enables push
Online Analytics
Real-time targeting, deep
integration with Adobe
Online Marketing Suite
Multi-site
Governance
Multisite Manage
and support
14
15. Web Experience Management deliver concrete enterprise value
BUSINESS DEVELOPERS IT
Productivity Reduced cost Reduce cost
User acquisition & Faster development Improve uptime
retention
Freedom to Improve scale
Market share innovate
Revenue growth Reduced QA
16. 5 critical ways Adobe WEM positions you dominate the digital
domain
Mobile and
Multichannel
Social
Collaboration
Adobe
Web Experience Targeted Campaigns
Online Analytics
Management
Delivered on top
Multi-site
of a unified Adobe
Governance
CEM platform
16
17. Global Brands driving Customer Experience with WEM
Automotive
Media
&
Entertainment
Life
Sciences
Financial
Services
Consumer
Goods
Public Sector
& Education
18. Metra Rail‘s Website Goes Multichannel
Challenges Solution Results
Static web presence MyMetra: Targeted Improved web channel
advertising, mobile satisfaction (200% increase in
Slow communications with
promotions, location based online ticketing)
customers and poor customer
ads
web satisfaction Improved speed to market
MyMetra Business: partners (90 days to launch new site)
Weak web traffic and online
to access, download and
engagement Increased web activity
monitor RFP opportunities.
(40,000 unique visitors per
day)
Why Adobe Ease of Use (authors), international support, workflow, open content access.
18
19. Targeted Online Experiences – In the Cloud
Challenges Solution Results
445 hotels and resorts in 45
New configurable workflow Rolled out new marketing
countries, 600 sites, 10
with flexible content and microsites and a new brand
languages
translation support for remote site
Poor web update process with international sites
Open content access and
bottlenecks for local team
Looking to integrate with ATG support
updates
for dynamic content
Poor authoring workflows
leading to delays in new content
/updates
Why Adobe Ease of Use (authors), international support, workflow, open content access.
19
20. Mission Impossible
Skype’s Challenges
Dramatically Increase Revenues
Don‗t Impacting Skype‘s Core Value
Proposition: „It‗s Free!―
Solution
Workflow to add friction to registration
process
MSM for Localization i.e. local pricing
Targeting & Segmentation
CQ5 & Translations.com
CQ5 & Workflow to achieve local
autonomy
Result
Contract to go-live in 8 weeks
24% improvement in registrations
22. How to win big with WEM
Objective: Select 1 of your top suspects and plan the engagement strategy
Identify Target Executive Sponsor
CMO/
LOBs CIO/IT
Marketing
Head of Digital Director Alternative Entry Point
Engage with IT on:
Strategy of IT ________________ RFPs
•WCM
(or Digital Marketing) Solution •Content Repository trial
Primary downloads
Architect ____________
Entry Point Title: _______________
& Path Name: ______________
Key Partner(s)
Interactive
Agency ________________
SI _______________
22
9:30 Welcome9:40 Adobe in Customer Experience Management10:00 Introducing the Adobe Digital Enterprise Platform10:20 Break10:40 Customer Experience Solutions11:00 Vertical approaches for CEM11:20 Break11:40 Sizing and Licensing12:00 Break12:30 Partnering with Adobe13:00 Closing comments
Currently have traction in these, but will also profile paychex LOB sale in session
Integrated solution on a unified platform. Not separate components
Integrated solution on a unified platform. Not separate components
Audi (Automotive): R8 community siteMetra (Transportation): Mobile promotions, location based ads RosettaStone (Language Learning Software): Targeting features boost conversion ratesBoehringerIngelheim (Pharma): UPC Broadband (Communications/CableTV): WCM / SiteCatalyst Integration
Nov 2011:Metra operates all commuter rail operations in Northeastern, Illinois. Metra has 11 separate lines from Chicago serving over 240 rail stations.702 Trains each day322 100 Weekday passengers85 039 600 Annual passenger tripsNew Capabilitie for Metra:Multi-channel Delivery: Email, Social Media & MobilePersonalization eCommerce IntegrationReal-time notification integration across multiple web experiencesMetra Success Metrics:Speed to Market: 90 days to launch of new siteIncrease in website activity: 40,000 unique visitors per dayPeak site traffic: 80,000 unique visitors per dayImproved web channel satisfaction: 200% increase in online ticketing Ability to communicate quickly: 60,000 alerts per month
Key criteriaFlexible content supportStrong international supportConfigurable workflow Open content accessEasy to learn / useInnovative companyWeb Content Management System Selection ProcessKickoff to Contract: 12 weeks!Engaged SapientNitro Content Management PracticeReviewed Research / Conducted Market ScanDeveloped Short ListVendor Presentations / Scorecards2 Day onsite POCsReference / Analyst ChecksFinal Selection
After identifying your prospect nail down all your contactsMake an action plan when you meet who and what to talk about and what the result would beBefore you talk to the executive find out the customer PAIN points and give them priority, see what is driving them and what is key for a CHANGEWhat is impacting a delay of the project and what would be the costs effected, nail down the differntiators of WHY ADOBE