IBM ECM Regional UserNets – Spring 2012

1. How ECM Enables "Smarter Commerce" by Reducing the Cost, Improving the Efficiency and Enhancing the Quality of an Organization's Buy, Market, Sell And Service Activities IBM ECM Regional UserNets – Spring 2012

2. We have entered the age of the empowered customer • Customers now have unlimited access to information and can instantlyshare it with the world • This is changing the entire way products are sourced, manufactured and distributed—and making business more complex than ever • Social networking and mobile commerce have dramatically changed the dynamic between buyer and seller • Customer expectationsof service, price and delivery are soaring 250 million Number of tweets sent via Twitter each day 75% Percentage of people who believe companies don’t tell the truth in advertisements $93 billion Amount in sales missed due to out of stock inventory Sources:, Techcrunch Oct 2011, Yankelovich, Evolution of Advertising and Media, 5th Annual Store Systems Study, IHL Group and RIS News, 2008

3. These disruptive forces ripple from the customer through the enterprise and across entire industries “The consumer is using new channels to perceive value, and associated pricing implications.“Consumer Products CEO, United States • Individuals • The connected consumer • The networked workforce • The empowered citizen "Profits will shift away from analog distribution to digital distribution; we will see increased margins in digital distribution and increased international distribution.“Media and Entertainment CEO, United States • Enterprises • Evolved business models • Optimized digital operations • Connected enterprise • Industries • Value migration • Value chain redefinition • Fragmentation “Disintermediation of clients by smaller niche players (such as mobile players) is cause for concern.“Financial Markets CEO, Canada Source: IBV Analysis

4. Power has shifted — compressing margins and changing paradigms • In this new era, businesses need to: Understand and anticipate customer behavior and needs based on customer insights across all channels Adaptsourcing and procurement based on customer demand and optimize supplier interactions across extended value chains Market, sell and fulfill the right product and service at the right price, time and place Servicecustomers flawlessly, predict and drive customer loyalty

5. We call the path forward Smarter Commerce Places the customer at the center Maximizes insight Capitalizes on social and mobile Drives growth Synchronizes your entire value chain Increases margins Improves collaboration and visibility

6. Smarter Commerce focuses on three dimensions centered around the customer Customer Value Strategy Customer Insight In turn, you must re-think how your customers define value, and the changes you must make to your value chain so you can deliver exactly what your customers want - profitably • In today’s world of instant business, you need deep insights, in real-time that you can turn into immediate action Customer & Partner Engagement You need an approach that allows you to more effectively connect, collaborate, conduct commerce and create a differentiated customer experience …increasing the value companies generate for their customers and partners in a rapidly changing digital world

7. Smarter Commerce can help transform every phase of the commerce cycle Buy Sourcing, controlling and procurement of goods and services Market Targeted and personalized marketing across all customer interactions Insight Strategy Buy Market Service Servicing customer needs across all interaction channels Sell Enables selling and fulfillment of products and services across all channels Service Sell Engagement

8. IBM’s integrated portfolio for Smarter Commerce VALUE CHAIN STRATEGY AND SERVICES Operating and organization models Designing operations, supply chain and the organization model to deliver customer value Innovation and business value Innovating and aligning business models to drive value to the customer Market and customer mgmt Aligning sales, marketing and operations to engage with customers CORE BUSINESS SOLUTIONS Core Business Processes Market Service Buy Sell • Supplier Integration & Management • Supply Chain Management • Payments and Settlements • Strategic Supply Management • Customer Awareness & Analytics • Social Media Marketing • Cross-channel Campaign Management • Digital Marketing Optimization • Pricing, Promotion and Assortment Optimization • Cross-channel Selling • Order Management & Fulfillment • Customer Integration & Collaboration • Store Solutions • Payments & Settlements • Delivery, Service, & Support • Customer Self-Service • Case Management Advanced Analytics Customer Analytics | Operational Analytics | Threat and Fraud Analytics IBM SmartCloud and Workload Optimized Systems (Z-Enterprise, Power, X, Storage and Systems Software) Delivering agility, integration and automation to drive relevant business outcomes

9. IBM’s integrated portfolio for Smarter Commerce VALUE CHAIN STRATEGY AND SERVICES CORE BUSINESS SOLUTIONS BUY MARKET SELL SERVICE Intelligent and optimized supply chain strategies in anticipation of demand Personalized and relevant messages, promotions and pricing with unified multi-channel marketing Customers and partners buy what they want, when and where Anticipates behavior and delivers flawless customer service Advanced Analytics IBM SmartCloud and Workload Optimized Systems *

10. CUSTOMER VALUE STRATEGY CORE BUSINESS SOLUTIONS Market Service Buy Sell • Emptoris • Contract Management • Emptoris • Spend Analysis • Sourcing • Contract Management • Supplier Lifecycle Management • Category Compliance Management • Unica • Resource Mgmt • Campaign Mgmt • Marketing execution • Performance • Analysis • WebSphere Commerce • Cross-Channel Selling • Customer-centric Shopping Experience • B2C/B2B Storefronts • Precision Marketing • Sterling Commerce • Delivery & service Scheduling • Reverse Logistics • Sterling Commerce • Order Management • Configuration, Pricing, Quoting • Multi-vendor catalog • Warehouse Management • Transportation Management • Supply Chain Visibility • B2B Integration • Coremetrics • Analytics & Reporting • Segmentation • Search Optimization • Sterling Commerce • Transportation Management • Supply Chain Visibility • B2B Integration • Supplier Portal Vendor Compliance • Unica • Service messaging • Notifications • Retail Store Solutions • Retail POS Solutions • Self-Service Portal/Kiosk • POS Applications • DemandTec • Price, Promotion, Merchandising • Marketing Analytics ILOG Supply Chain • Product Optimization • Inventory Optimization ILOG Supply Chain • Network Optimization • Transportation Optimization • Content Analytics • Accounts Payable Automation • ERP Integration • Statement Presentment & Archiving • Customer “On-boarding” • Product, Policy & Procedure Information • Case Management • Customer Self Service • Product, Policy & Procedure Info CUSTOMER INSIGHT SOLUTIONS

11. The Role of Enterprise Content Management Before: raw materials are delivered to a factory, you purchase a carton of milk, take possession of a new home, decide what type of dishwasher is best, establish a retirement account, purchase life insurance, choose an investment, the loan for your car is approved, you get the answer from customer service… Someone: signed a supplier agreement, approved and invoice, prepared mortgage documents, wrote a user’s manual, reviewed loan documents, created marketing collateral, revised and published customer support information. Without the proper documents, forms, correspondence and content, and the processes to manage them, these commerce transactions – buy, market, sell and service would not happen. Documents define business agreements and guide daily operations. Business process management brings greater efficiency to these transactions. Content analytics provides rapid insight into the customer needs, concerns and opinions. All of these capabilities enable smarter commerce. Content is essential to commerce.

12. How efficiently do you manage supplier relationships and communications? Do your lines of business have a “single view of supplier”? How efficiently does product information move from supplier to buyer to channel to customer? Do your lines of business and customers have a “single view of product/service”? How easy is it to “become a customer”? How do you resolve complex customer service requests? Do your lines of business have a “single view of customer”? What additional customer detail and insight can you obtain from email, call logs, voice to text, chats, product reviews & blogs? Opening Questions to Consider

13. IBM ECM Enables All Domains of Smarter Commerce Contracts & supporting information Supplier communications Accounts payable Product information ERP integration Product/service Information Digital Asset Management “Voice of the customer” Buy Market Targeted and personalized marketing across all customer interactions Sourcing, controlling and procurement of goods and services Servicing customer needs across all interaction channels Selling and fulfillment of products and services across all channels Customer Service Sell ERP integration CRM integration “Voice of the customer” Customer correspondence Statements, bills, confirmations Product/service policy & procedure information CRM integration Product Information Customer “On-boarding” Digital Asset Management Statements, bills, confirmations Product/service policy & procedure information

14. Where & How IBM ECM Can Positively Impact Key Commerce Domains

15. IBM ECM Capabilities to Support Key Commerce Domains

16. IBM ECM Capabilities to Support Key Commerce Domains 16

17. IBM ECM Capabilities to Support Key Commerce Domains

18. IBM ECM Capabilities to Support Key Commerce Domains

19. “I have a complaint about the quality of the product that I bought last week!” ECM Applied to the Key Entities of Commerce Supplier – manage the lifecycle of content and content-specific processes that: define the business relationship, specify the goods/services exchanged, record evidence of transactions and communications Product/Service – manage the lifecycle of content and content-specific processes that describe or document: the product/service, usage, technical details, components, warranties, guarantees, maintenance, repair and operations Customer – manage the lifecycle of content and content-specific processes that: define the business relationship, specify the goods/services exchanged, record evidence of transactions and communications, facilitate efficient resolution of complexcustomerservice and supportissues Analyzecustomer correspondence and communications to rapidly identify and explore trends, patterns, and statistically relevant facts to obtain a moredetailed and accurateunderstanding of “voice of the customer”

20. IBM ECM Partners Have Solutions for All Domains of Smarter Commerce Adaptive Supplier Management Digital Asset Management Retail Vendor Management Rapid Analytics for Hotels Enterprise Contracts Buy Market Text Analytics Suite Accounts Payable Targeted and personalized marketing across all customer interactions Sourcing, controlling and procurement of goods and services Managed Pay Claims Management Underwriting Servicing customer needs across all interaction channels Selling and fulfillment of products and services across all channels Customer Complaints & Appeals Service Sell ePresentment Mobile Case Manager Container Billing Policy Owners Services Credit Origination eResolve for Mortgage Banking Paperless Lending Complaint & Quality Management Store Communications Retail Banking Transactions Client Service for Wealth Management Unsecured Lending Framework Online Brokerage Account Administration Dealer Relations Portal for Discrete Manufacturers Correspondence Tracking and Management Customer Service via an Automated Email Response 20 IBM Internal Use Only www-304.ibm.com/sales/gss/download/industry_solutions_catalog/CrossIndustrySolutions.do?industry=ecm

21. http://public.dhe.ibm.com/common/ssi/ecm/en/zzs03023usen/ZZS03023USEN.PDFhttp://public.dhe.ibm.com/common/ssi/ecm/en/zzs03023usen/ZZS03023USEN.PDF 21 IBM Internal Use Only

23. Supplemental Slides

24. What is unique about IBM’s Smarter Commerce? Industry Leading Suppliers Unmatched breadth and depth of market leading products and services across the commerce cycle to meet your needs Comprehensive yet Flexible IBM Smarter Commerce Partners Customers Flexibility to start in the area your business is focused leveraging your existing investments and delivering value for your business Proven Influencers IBM is a proven partner for your success with experience in driving measurable business outcomes across all aspects of the commerce cycle

25. Getting started and accelerating your Smarter Commerce journey Has your business model changed? Is customer information driving your business? Are customer needs aligned to the business operations? How compelling is your customer experience? Can you respond to changes in the market or demand? Learn more about IBM Business Value Accelerator services to help you get started on your Smarter Commerce journey

26. IBM is the right partner for Smarter Commerce • 100 years of experience making the world work better through the use of technology • Deep skills to enhance, extend, and re-define commerce in the age of the empowered customer • Acting on Customer Insight • Evolving your Customer Value Strategy • Optimizing Customer & Partner Engagement • $3 billion invested since 2010 to create a truly smarter approach to commerce • New consulting and system integration practice with over a thousand dedicated experts • Expertise in over 20 industries to help create a solution customized for your specific needs Over 2,000 of the world’s top brandsrely on IBM to improve their business insight and execution

27. High Value solutions spanning across multiple industries CAPTURE ACTIVATE SOCIALIZE ANALYZE GOVERN • Advanced case mgmt • Customer Service / Experience Mgmt • Account Opening & Management • Courts and Justice • Claims Processing & Optimization • Benefits Adjudication • Insurance Underwriting • Loan Origination / Mortgage Processing • Social content mgmt • Human Capital Management • Education Intervention Management • Content Search and Analytics • Voice of the Customer • Patient Diagnostics & Care Coordination • Government and Crime Intelligence • Enterprise Fraud Management • Defensible Disposal & Value Based Archiving • Retention & Records Management • eDiscovery • Document Imaging and Advanced Document Capture • Enterprise Platform Services • Enterprise Report Management • Asset Lifecycle Mgmt • Accounts Payable • eBilling & Electronic Document Delivery • Contract Management Content at Rest = Cost, Content in Motion = Value IBM ECM Industry Specific Solutions targeting LOB and New Buyers IBM ECM Cross-Industry Solutions targeting LOB & New Buyers IBM ECM Foundational Solutions for IT. Compliance & Legal Buyers