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It all starts with the customer


In business, this has always been true. But now a new breed of customer is dictating a new set of terms in the dynamic between buyers and sellers.

Customers approach a sale empowered by technology and transparency, with more extensive information from more sources than ever before. They expect to engage with companies when and how they want, in person, online and on the go. And they want these methods to tie together seamlessly.

The smarter commerce opportunity
Smarter commerce (PDF, 846KB) recognises that the sale is just one aspect of the experience. As with traditional commerce, the customer is at the centre of all operations. Smarter commerce turns customer insight into action, enabling new business processes that help companies buy, market, sell and service their products and services.

Supply Chain Management
IBM solutions can optimise an organisation’s supply chain planning and execution capabilities for inbound and outbound supply chain processes.

  • frontlineFrontline, Ltd manages a dynamic distribution network to stay competitive

IBM Retail Merchant Survey


 

Buy. Adaptive procurement and optimised supply chain.

Buy: expanding the procurement view
Optimise supplier and partner interactions based on changes in demand and customer behaviour throughout the value chain. Reconsider partner roles and relationships to generate new and differentiating customer value.

Market. Targeted and personalised marketing across all channels.

Market: personalising the message
Apply deep customer insights and behaviours from both online and offline channels. Deliver personalised, timely communications, pricing and experiences, from mobile and web to email and social networking.

Sell. Seamless cross-channel customer experience.

Sell: going where the customer is
Empower customers and partners to purchase, shop, exchange information and fulfill orders as they choose, using human, digital, social, and mobile modes optimised according to their preferences.

Service. Anticipating behaviour and delivering flawless customer service

Service: a winning follow-through
Provide flawless customer service in all customer interactions, anticipate customer behaviour, and take action to keep them.