DM Business Integration
Rodney L. Joffe
Chairman
American Computer Group
CenterGate Research Group, LLC
rjoffe@centergate.com
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
Transition
Amazon.com
Barnes & Noble
PeopleSoft
Business-to-Business
Similar techniques, but higher $
value
Significant effort into customer
retention.
Business-to-Business
Not an impulse buy
•Information
•Support
•Order
“There is no data connection
between customers and vendors”
ERP
Enterprise 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
DM Business Integration
Rodney L. Joffe
Chairman
American Computer Group
CenterGate Research Group, LLC
rjoffe@centergate.com