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

2. It is easier to keep an old customer
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 services
Stock Quotes
News
Weather reports
Calendars
etc. etc.

7.
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

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. 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

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

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

26. Consumer Integration examples
GapKids---
gift reminder
profile management features
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