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B2B Ecommerce Considerations
- 1. EFFECTIVE APPLICATION OF COMMERCE IN B2B ENVIRONMENTS WEBINAR MAY 8, 2012 Tim Toews Sean Cook Former CIO CEO Office Depot ShopVisible © 2012 ShopVisible LLC, All Rights Reserved. www.ShopVisible.com
- 2. Agenda • What is B2B Commerce • Breaking Down the Critical Components •Q & A
- 3. We all understand B2C Commerce… You Me Her In store Him Them… Web The “Consumer” Mobile
- 4. The B2C-ification of B2B • Business buyer by day = Consumer buyer by night • User experience and familiarity with: • Search Technology • Cross-sell • Up-sell • Checkout • Real Time Inventory • Promotions/Gifts
- 5. Natural extension of the paradigm In store Web Mobile The “B2B Consumer”
- 6. B2B Commerce – Critical Components • Sales force automation • Customer relationship management • Order management • Supply chain • Fulfillment • Accounts receivable • Business Intelligence
- 7. Supporting Sales • CRM considerations • Prospect load, review and assignment • Pipeline management • Pipeline forecasting • Account management • Quote management
- 8. Customer Setup: Defining the Hierarchy • Hierarchy • User Types • Bill to • Super user vs. User • Ship to • Desktop user • Cost Centers • Fixed tender user • Customer Contacts = =
- 9. Products and Catalogs • Catalog views • Product visibility by group/account • Granular permissions • Control what can and can not be purchased • Customer specific nomenclature Group 1 Group 2 Group 3 All Products Products A & B Products B, C, D All Payments PO Only PO CC
- 10. Pricing Structure Considerations • Price lists by group • Contract pricing • Pricing methods • Special pricing • Rebates • Hierarchies • Avoiding channel conflict
- 11. Ordering Process • Authenticated process: User is “known” • This knowledge drives: • Product level - what they have the ability to see • Payment type - how they can checkout • Attribution - which cost center they are associated with • Workflow and approval processes • Permissions - what they have the ability to spend
- 12. Credit and Invoicing • On accounts receivable • Purchase orders releases • Procurement cards • Support of special terms
- 13. Fulfillment • Core fulfillment capabilities • Proprietary customer documentation • Staged/future orders • Large orders • Desktop delivery • Multi ship to
- 14. Reporting and Business Intelligence What does the business organization care about? Detailed Data Ability to Reconcile Accurately Process Efficiency
- 15. Reporting and Business Intelligence What should you • Exportable CSV data as the business • Integrations and xml support be looking for • Detail by: from a platform? • Product • Purchaser • Purchaser’s cost center • Date of purchase • Transaction amount • Payment type
- 16. THANK YOU Q&A Tim Toews Sean Cook Former CIO CEO Office Depot ShopVisible www.linkedin.com/in/ttoews seanc@shopvisible.com www.shopvisible.com © 2012 ShopVisible LLC, All Rights Reserved. www.ShopVisible.com
Notas do Editor
- [Sarah slide] – Housekeeping slideWelcome to today’s webinar: Effective Application of Commerce in B2B Environments. A few housekeeping items before we get started:All attendee audio lines have been muted but we would love to have you actively participate in our Q&A session that we have reserved time for at the conclusion of the presentation.Please feel free to submit questions, as they come to you via the chat functionality of GoToWebinar. We will do our best to get to as many question as can during the Q&A session.Copies of this presentation will be made available to attendees, via slideshare. You will receive an email notifying you of it’s availability.At this time, I would like to introduce Sean Cook, CEO of ShopVisible. Sean has been with ShopVisible since it’s inception in 2006 and has served as the visionary and leader of the organization since that time.
- [Sean slide]
- [Sean slide]We all understand B2C commerce.We’ve personally made thousands of purchases in stores, online, perhaps on our mobile devices. So we have the first hand experience of searching and using promo codes or clicking on a promotion or viewing an up-sell recommendation.
- [Sean slide]So it is no big surprise that the consumer experience is now driving the evolution of the B2B commerce.The same user experience and ease of purchase we experience in our personal lives is the same experience we want when making a business purchase.
- [Sean slide]The B2B buyer has a personal knowledge of the ease with which they conduct their personal commerce transactions, so now wants to bring that user experience into their B2B commerce transactions.They want to be able to search for what they want. They want to be recognized via personalization or targeted cross-sell promotions that have relevance for them and their businessThey want to be viewed as a commerce hero within their organization, bringing ease and efficiency to complex processesAnd this is a natural extension of the B2C commerce paradigmBut with this, there are complexities associated with B2B processes that are necessary for successful B2B commerce. Which is why we are thrilled to be joined today by Tim Toews, former CIO of Office Depot. {Tim’s bio points}Tim was Global CIO of Office Depot from 2005-2010, responsible for IT strategy and execution for the Fortune 200 Retailer. Prior to 2005 Tim was International CIO for Office Depot and led the company through some of its most pivotal transitions, including its entry into non-US markets and the launch of its eCommerce business in 1998. He left the company in 2011 after leading the launch of a pure-play eCommerce brand in the United StatesTim has senior level, across-the-board experience in B2B, B2C, multichannel and international management while maintaining a hands-on approach to business, operations and technology problem-solving.Over the remaining time, Tim is going to break down B2B commerce for us into it’s critical components to enable you to walk away with an understanding of where B2B commerce is evolving and what is necessary for effective operations.
- [Tim slide]As Sean mentioned, B2B commerce is taking on more of a B2C like experience, but that doesn’t change the fact that there are critical components that B2B commerce platforms must be able to support or enable to accommodate B2B transactions.Sales force automationCustomer relationship managementOrder managementSupply chainFulfillmentAccounts receivableBusiness Intelligence
- Today’s discussion is on the sales side of B2BSo with sales is involved, there is an assumption that conversations have ensued and negotiation is involvedThis then means that platforms need to either have or integrate with CRM systems to ensure that account information can be efficiently integrated into the commerce platform.The drivers for this ability include:Quote managementAccount specific pricingPipeline management and Pipeline forecasting
- Back-end reportingAt a min, orgs are going to be looking for the ability to export CSV data – larger orgs will expect integration and xml supportNeed to expose to the businessProduct orders: who made them, when, and cost center
- Back-end reportingAt a min, orgs are going to be looking for the ability to export CSV data – larger orgs will expect integration and xml supportNeed to expose to the businessProduct orders: who made them, when, and cost center