1. LEVERAGING PIM FOR A FULL ENTERPRISE TRANSFORMATION AND A BETTER CUSTOMER EXPERIENCE
MARK TINUCCI
4th APRIL 2019

2. Johnson Controls
We combine technology with insights to build purposeful solutions that help the world progress, meeting today’s needs and shaping better tomorrows

3. PIM History Johnson Controls JUNE 2017 JULY 2018 JULY 2018
JUNE 2017
Started our investigation of a PIM solution
JULY 2018
Business requirements and full FI/RFP
JULY 2018
Involved 3 initial BU’s through entire process
Started our investigation of a PIM SaaS-based solution in June 2017
Collected Business requirements and built full RFI/RFP process per a partnership with the JCI Procurement team
Involved three initial BU’s through a core PIM team, to be part of the selection process and have maintained their involvement throughout all phases
Contract Negotiations and internal authorizations and funding complete with inRiver and implementation provider end of September 2018
Data workshops allowed design of Data model and a product-based Taxonomy
Rolled from Data workshops directly into implementation for first three BU’s – who have Global operations
Next wave of BU’s will involve another three to four BU’s – groundwork already started
Johnson Controls
PIM History
SEPTEMBER 2018
Contract, authorizations, funding complete
DECEMBER 2018
Data workshops generated data model & taxonomy by BU
DECEMBER MARCH 2019
Implementation for 3 Global BU’s
MARCH 2019
Next wave of 3 to 4 BU’s, started

4. Setting the JCI stage for PIM Performance Measurement
Setting the JCI stage for PIM Performance Measurement
COST
Enterprise funded vs. BU funded
Every Business Unit that is part of an Enterprise is concerned with costs:
The struggle to determine what is part of Enterprise offered and funded services versus BU secured and funded services is not a new one
Often times, the “Enhanced Customer Experience” gets caught up in the debate of who (the Enterprise or the BU) should pay for not only owning, but delivering a consistent enhanced customer experience
JCI made the decision easy, the enterprise, via the Global Marketing team was going to own and fund the enhanced customer experience, driving BU consistency and deliver PIM through an integrated marketing plan that leveraged a streamlined Marketing Technology Stack:
CUSTOMER EXPERIENCE
Don’t let the Enhanced Customer Experience get caught up in the ownership debate
GLOBAL MARKETING
Owns Enhanced Customer Experience and funds PIM
Fits PIM into integrated marketing technology plan (Global Web & DAM), setting perquisites and order

5. Setting the JCI stage for PIM Performance Measurement
Enterprise funding of the PIM needs BU tradeoff
Enhanced customer experience
Resource efficiencies
Impacts to revenue and sales opportunity
BU’s using the PIM needed to return PIM Performance Measurement showing they were leveraging the tool to deliver an Enhanced Customer Experience and a supporting ROI set of Performance Measurement:
Pushing PIM Performance Measurement was not only new to the BU teams (they had to warm up to it), but it had never been framed for the BU’s out of a new tool, so they needed help in where and how to start
PIM Performance Measurement was going to require the BU’s deliver a starter snapshot of current-state manual Product Information delivery metrics. JCI BU’s had to be trained in how to create the historical starting metrics
JCI PIM start up activities needed to introduce the concepts of:
PIM Performance Measurement
Draw the BU’s into understanding why PIM Performance Measurement was important to delivering an Enhanced Customer Experience interaction
Get the BU’s to understand PIM Performance Measurement was a non-negotiable element of continued enterprise funding of the PIM
Performance Measurement was not new to the BU’s
Introduced on Day 1
Snapshot of current-state baseline metrics
Use PIM metrics every day
Non-negotiable element of PIM use
Setting the JCI stage for PIM Performance Measurement

6. BUILD PIM PERFORMANCE METRICS ACROSS ALL ASPECTS
BUILD PIM PERFORMANCE METRICS ACROSS ALL ASPECTS
Build into the RFI / RFP before you select a PIM tool
Involve BU’s and suppliers in deriving metrics early on – making it a big deal
Early Start
Align PIM Metrics with BU’s goals and involve finance/strategy resources in selecting/committing to them
Align with BU Goals
Building Performance Measurement across all aspects of your PIM - Leverage a “do it now” strategy:
Build PIM performance Metrics into the RFI / RFP before you select a PIM tool – announce it to the Suppliers you are going to investigate
Build PIM Performance Metrics into Business Requirements as you collect them from your BU’s:
Suppliers who have an understanding of the importance of PIM Performance measurement will help you lead this dialogue
The good news: inRiver knocked this one out of the park with JCI day one
Ensure Enterprise, BU engagement teams, and Supplier partner, all understand how big a deal PIM Performance Measurement are to your PIM project
Get the BU’s to make written commitments to PIM Performance Measurement, teach all users how to use it as part daily success criteria related to Value Return
Get the BU’s to sign up for selected PIM Performance Measurements that help them reach their goals – involve the BU finance and strategy resources
Make PIM Performance Measurement part of the BU leader’s daily dashboard
Make PIM Metrics part of BU leader’s daily dashboard
Teach all users how to apply metrics as part of daily ops
Leadership Dashboard
Ensure enterprise support groups all understand PIM Metrics are a must
Have written commitments
Enterprise Buy-In

7. Make PIM Metrics a big part of your implementation
An integral part of every phase, meeting, and task
Build PIM Metric attributes into the PIM Data Model
Teach the BU users how to use and leverage the PIM metrics
Cover employee’s personal goals and departmental objectives
Keep users interested, vigilant and engaged
PIM Performance metric comprehension is a continual task
Make PIM Metrics a big part of your implementation

8. Technology Ties Can Support PIM Performance Metrics
Push PIM into the very fabric of the enterprise
Technology Ties Can Support PIM Performance Metrics
PIM to be an anchor point in the marketing technology stack and strategy
PIM to be prerequisite to BU’s for website enhancement – Sitecore
Look around - find technology ties and support:
Push PIM into the very fabric of the enterprise, from people resources and adjoining programs
Find ways to get the PIM to be an anchor point in the marketing technology stack and strategy
At JCI, the PIM became a mandatory prerequisite to BU’s due for a website enhancement – Sitecore
At JCI we tied the PIM to a Digital Asset Management (DAM) effort, built API only for endorsed DAM
Make PIM a vital part of an integrated marketing plan
All Sales and Marketing entities must know what PIM does for them
Tied to a Digital Asset Management (DAM) effort
Make PIM a vital part of an integrated marketing plan
All Sales and Marketing entities must know what PIM does for them

9. PIM Performance Measurement – a place to start
PIM Performance Measurement – a place to start
Benefit
PIM Performance Measurement Starters
Organic Revenue Growth
XX% lift in new products sales attributable to increased speed to market on new products (Channel Sales)
XX% online revenue growth through improved online promotions
XX% lift in YoY sales pipeline attributable to campaigns
Employee Productivity
XX hours per week average time savings per affected employee
XX% reduction in cycle time on processes
XX saved in translation costs (can use a benchmark from another company)
Customer Acquisition & Retention
XX% higher customer retention rate
XX% higher customer satisfaction rate
XX% reduction on returns – rebuilds
Share of Customer Spend
XX% reduction in products with errors & gaps
Automated content syndication reduces cycle time with customers
Cost Reduction
Reduced customer service costs through content availability
Increased catalog maintenance efficiency
Reduced IT systems and maintenance costs

10. Find ways to show how great a decision PIM was
Find ways to show how great a decision PIM was
CONTINUOUS FUNDING
To support continued funding for all BU users
ENHANCEMENTS AND REFINEMENT
Building Performance Measurement across all aspects of your PIM - Leverage a “do it now” strategy:
Build PIM performance Metrics into the RFI / RFP before you select a PIM tool – announce it to the Suppliers you are going to investigate
Build PIM Performance Metrics into Business Requirements as you collect them from your BU’s:
Suppliers who have an understanding of the importance of PIM Performance measurement will help you lead this dialogue
The good news: inRiver knocked this one out of the park with JCI day one
Ensure Enterprise, BU engagement teams, and Supplier partner, all understand how big a deal PIM Performance Measurement are to your PIM project
Get the BU’s to make written commitments to PIM Performance Measurement, teach all users how to use it as part daily success criteria related to Value Return
Get the BU’s to sign up for selected PIM Performance Measurements that help them reach their goals – involve the BU finance and strategy resources
Make PIM Performance Measurement part of the BU leader’s daily dashboard
Drive PIM energy, excitement, interest and refinement
PROJECT ASSOCIATIONS
Find complimentary technology and project associations that  transform an enterprise
CUSTOMER EXPERIENCE AND OWNERSHIP
Always tie to the Enhanced Customer Experience and Global Marketing ownership

11. Q&A

12. THANK YOU!