Accelerate Your B2B Go To Market with Customer-focused Commerce on Salesforce

©2016 CloudCraze Software LLC. All Rights Reserved.

Don Davis, Internet RetailerAndy Hoar, Forrester ResearchVital Potlatov, AB InBevAndrew Witherspoon, CloudCraze

Accelerate your B2B Go-To-Market with Customer-focused Commerce on Salesforce

June 2, 2016

B2B eCommerce

Andy HoarPrincipal AnalystJune 2, 2016

© 2015 Forrester Research, Inc. Reproduction Prohibited 3

B2B Online

Andy HoarMay 12, 2015


B2B Online



Amazon Effect


Base: 100 B2B BuyersSource: 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.


Channel Shift

© 2015 Forrester Research, Inc. Reproduction Prohibited

B2BV


74% Buying from a website

is more convenient than buying from a

sales representative.

© 2015 Forrester Research, Inc. Reproduction Prohibited 12Source: Q1 2015 Forrester/Internet Retailer B2B Buyer Channel Preferences Survey (n=219)

93% Prefer to buy online when they’ve decided what to buy.


Self Service and IoT

Rolls Royce “Total Care”


Ecolab

forrester.com

Thank you

Andy HoarPrincipal [email protected]@andyhoar1

mailto:[email protected]

AB InBev Transforms How It Goes to Market with Commerce on Salesforce

Date : 06/02/2016

Vital PotlatovBusiness Technology Sr. Manager

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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

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http://pricewatchimg.vr-zone.net/2013/10/TRIO_edition_25.jpg

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

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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.

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Salesforce Platform Approach

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E-commerce Tool SelectionCloudCraze 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.

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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

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e-Commerce Key Highlights

Customers benefits

AB InBev benefits

Lessons learned

Outlook to the future


Completing the vision of one view of the customer


Single view of the customer

Engaging customer experience

Infinite flexibility

Global scalability

Speed to market

Force.com

Heroku Enterprise

AppExchangeShield

TrailheadWave

ThunderLightning

Multitenant Cloud

CloudCraze is built native on the Customer Success Platform


Powerful, rich capabilities to move at Customer speed

360-degree customer engagementSeamless integration across

Sales, Marketing, Service including order on behalf of

Fully branded configurable storefrontsPut your products and brand at yourcustomers’ fingertips

Powerfulpricing engineSingle product, bundled pricing,subscriptions, and coupons.

Define Accounts and display Accountspecific products and pricing at login

Account groups

Unique digital experience

Mobile-readyFor the on-the-movecustomer and admin

Optimize the user experience with out-of- the-box templates or integrated CMS using the robust API set


CloudCraze Marketecture

Channels @

Back Office

ERPDAMPIM InventoryOM WMS TMS

Accounts

ContactsOrder & Subscription

Market ExchangeCustomer Engagement

Commerce Engine

Quote

Approvals

Contracts

Segmentation

Order Visibility

Live Agent

Online Mktg

Recommendations

Call Center

Knowledge

Ideas

Cases

Integration

Storefront Managemen

tCMS Mobile

Social Commerc

e

Industry

CMS

Invoice -Payment Checkout Order

LifecycleSubscription Managemen

tOrder

Brokering

Catalog Mgmt Pricelists Coupon Promotio

n

Guided Selling Subscription Multi-Cart RFQ

Marketplace Loyalty I8LTN Wishlists - Templates

Services Middleware


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


CloudCraze CustomersLeading global brands across industries

Accelerate Your B2B Go To Market with Customer-focused Commerce on Salesforce

Business

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