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Rodney L. JoffeChairman
American Computer GroupCenterGate Research Group, LLC
DM Business Integration
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A business ‘truism’
It is easier to keep an old customer
than to get a new one.
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“Stickiness”
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Consumer transactions:•Impulsive
•Lower $ value
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The Killer App:
Portals
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•Search engines
•Free email services
•Stock Quotes
•News
•Weather reports
•Calendars
•etc. etc.
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•WWW.com
•Yahoo
•Lycos
•SNAP
•c|net
•Geocities
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Portals are not just about
advertising and ad banners.
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Traditional web sites are moving towards a portal model to retain
‘viewers’.
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www.cars.comTraditional web site
Links buyers and sellers of used cars
Chat rooms
Automotive news
Road tests of new cars
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Syndicated services:News
Weather
Sports
www.iSyndicate.com
www.screamingmedia.com
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TransitionAmazon.com
Barnes & Noble
PeopleSoft
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Business-to-Business
Similar techniques, but higher $ value
Significant effort into customer retention.
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Business-to-BusinessNot an impulse buy
•Information
•Support
•Order
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“There is no data connection between customers and vendors”
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E R PEnterprise Resource
Planning.
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No data ever gets entered more than once during it’s life…
and
There is only one system, spread across all of the companies in
the commercial process.
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BAAN
SAP
ORACLE
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Bind your customer to you.
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•Downloadable order forms
•Downloadable or electronic invoice and statement
•Shipping URL•http://www.fedex.com/cgi-bin/track_it?airbill_list=791731879431&
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Create a secure interactive website that
is linked to your existing business
processes...
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•Accounts receivable
•Production status
•Payment via eft.
•Order entry
•Configurator
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List industry•Online counts ->
•Online orders ->
•Download ->
•Bill
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Service Bureau•Counts
•Order entry
•Delivery
•Billing•http://www.mailorder.com/clientaccess.cfm
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Ask your vendors to do the same for you!
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Consumer Integration examples
GapKids---•gift reminder•profile management features•email newsletters
BlueFly ---•Make your own catalog
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“There are only 2 ways to create a sustainable
competitive advantage:
By increasing value, or decreasing costs.”
Fred Gluck, Past Managing Director, McKinsey and Company.
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•Access to account
•Keep in the loop like employees
•Integrate workflow with yours
•Tools to make dealing with you easy
•Use technology
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Rodney L. JoffeChairman
American Computer GroupCenterGate Research Group, LLC
DM Business Integration