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Rodney L. Joffe Chairman American Computer Group CenterGate Research Group, LLC

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.

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Rodney L. Joffe Chairman American Computer Group CenterGate Research Group, LLC

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  1. DM Business Integration Rodney L. Joffe Chairman American Computer Group CenterGate Research Group, LLC rjoffe@centergate.com

  2. A business ‘truism’ It is easier to keep an old customer than to get a new one.

  3. “Stickiness”

  4. Consumer transactions: • Impulsive • Lower $ value

  5. The Killer App: Portals

  6. Search engines • Free email services • Stock Quotes • News • Weather reports • Calendars • etc. etc.

  7. WWW.com • Yahoo • Lycos • SNAP • c|net • Geocities

  8. Portals are not just about advertising and ad banners.

  9. Traditional web sites are moving towards a portal model to retain ‘viewers’.

  10. www.cars.com Traditional web site Links buyers and sellers of used cars Chat rooms Automotive news Road tests of new cars

  11. Syndicated services: News Weather Sports www.iSyndicate.com www.screamingmedia.com

  12. Transition Amazon.com Barnes & Noble PeopleSoft

  13. Business-to-Business Similar techniques, but higher $ value Significant effort into customer retention.

  14. Business-to-Business • Not an impulse buy • Information • Support • Order

  15. “There is no data connection between customers and vendors”

  16. E R P Enterprise Resource Planning.

  17. 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.

  18. BAAN SAP ORACLE

  19. Bind your customer to you.

  20. Downloadable order forms • Downloadable or electronic invoice and statement • Shipping URL • http://www.fedex.com/cgi-bin/track_it?airbill_list=791731879431&

  21. Create a secure interactive website that is linked to your existing business processes...

  22. Accounts receivable • Production status • Payment via eft. • Order entry • Configurator

  23. List industry • Online counts -> • Online orders -> • Download -> • Bill

  24. Service Bureau • Counts • Order entry • Delivery • Billing • http://www.mailorder.com/clientaccess.cfm

  25. Ask your vendors to do the same for you!

  26. Consumer Integration examples • GapKids--- • gift reminder • profile management features • email newsletters • BlueFly --- • Make your own catalog

  27. “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.

  28. Access to account • Keep in the loop like employees • Integrate workflow with yours • Tools to make dealing with you easy • Use technology

  29. DM Business Integration Rodney L. Joffe Chairman American Computer Group CenterGate Research Group, LLC rjoffe@centergate.com

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