IBM is unveiling software today that is designed to help corporations improve their web presence on mobile devices. The IBM Customer Experience Suite features analytics, commerce, social networking and mobile capabilities designed to help big corporations reach customers on the most popular platforms.
IBM says the new offering can help companies grow their revenue and foster customer loyalty. (Here’s a video explanation).
Mobile online transactions are growing at a fast pace. According to market researcher ABI Research, there will be 20 times more data and 40 times more mobile transactions by 2015. By that same year, mobile online shopping is expected to triple annually and rise to $119 billion.
To serve these users, businesses have to create a simpler web presence. IBM says the its software allows organizations to create highly customized online interactions by analyzing and then adapting to the tastes of each visitor. It then lets web site operators target consumers with more engaging material, including blogs, chat forums or videos. As an example, IBM says its software has already helped Cars.com get more visitors from mobile devices. Lufthansa is also working with IBM to improve its reach to more airline passengers via engaging web sites and social media.
The bottom line is that social media and mobile devices have changed the way that consumers relate with each other, and that means that corporations have to adapt to that. Big Blue thinks it can help companies make that transition. IBM, known for its suit-and-tie approach to business, is thus planting a stake in the ground and saying that communicating with customers through social media and mobile devices is business critical.
Partners on the initiative include dozens of companies, including Ascendant, Gemini, Infosys, Ixion, and Perficient. The software suite is an extension of IBM’s $100 million research investment into mobile services. IBM sells its new software suite for $193,000 per processor used. A large company may need 10 to 100 processors. Rivals include Microsoft.
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