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