Facing the forces of change survey results segmented by customer type_november 2011

1 © Copyright IBM Corporation 2006

IBM Global Business Services

Facing the Forces of Change Segmentation by Customer Type

Otherwholesalerdistributors

Non-profitsand

governmentinstitutions

Independentand Chain

Restaurants

HealthcareProviders

CommercialFacilities

Retail StoresIndustrialManufacturing

Facilities

Contractors

Online Survey ResultsSegmented by Customer Type

388 total responses

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Guy BlissettWholesale Distribution LeadIBMGuy.Blissett@us.ibm.com(917) 224-9868

Leading distributors are taking decisive actions and investing toposition themselves for a complex future

Decisive Actions for an Uncertain EconomyLatest iteration ofFacing the Forces of Change®

Available via the N.A.W. website:http://www.naw.org/

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Customer types

Otherwholesaler-distributors

Non-profitsand

Independentand chain

restaurants,cafeterias

HealthcareProviders

RetailStores

IndustrialManufacturing

Facilities

Contractors

Notes:

• Number of respondents to each question varies… see Sample Size figure oneach chart for specifics

• Y-axis scale differs from chart to chart… avoid using visual comparisons

• Each chart is an embedded Excel file

Notes:

• Number of respondents to each question varies… see Sample Size figure oneach chart for specifics

• Y-axis scale differs from chart to chart… avoid using visual comparisons

• Each chart is an embedded Excel file

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Participant title

13% 13%17%

25% 25%

16%10%

CEO / COO / Pres ident /Other C-Suite

Director / Vice Pres ident Regional / Branch / SalesManager

Other (describe incom m ents box)

Sample Size = 349

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Ownership structure

Privately Held Publicly Traded

Sample Size = 348

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Organization Size: Total annual sales

18%21%

25% 25% 25%

13% 13%

6% 4% 6%

Less than $20million

$20 million to $50million

$50 million to $250million

$250 million to$500 million

$500 million to $1billion

$1 billion or more

Sample Size = 347

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Geographic sales coverage

11%12%

26% 25%

38%41%

40% 40%

37% 37%

Local Regional: Multi-Regional / National Multi-National

Sample Size = 349

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Organization description: Type of sales

48%44%

20% 20%

29%22%

General Line Firm: 90% of salesf rom more than f ive lines of trade

Specialty Firm: 90% of sales f romtw o to f ive lines of trade

Limited Firm: 90% of sales f rom asingle line of trade

Sample Size = 341

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Primary products

12% 11%

44% 43%

20% 20% 20%

14% 14%

24% 24%22%

MRO OEM CapitalEquipm ent

Resale for retail Resale forservice

Sample Size = 338

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Company Strategy:Sell product and offer fee-based services

45% 43%

50% 50%

25% 25%

40%45%

Our company has no plans to dothis

Our company does this today Our company does not do thistoday, but w ill by 2015

Sample Size = 282

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Company Strategy:Offer discrete services to customers for a fee

25%29%

20% 20%

Sample Size = 275

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Company Strategy:Offer third-party logistics to customers as a fee-based service

20% 21%

50% 50%

Sample Size = 273

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Company Strategy:Optimize network design

43% 43%

50% 50%50% 50%

Sample Size = 268

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Company Strategy:Outsource our company’s warehouse operations to a third-party

10% 10%

100%100%

11% 8%

Sample Size = 267

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Company Strategy:Outsource additional non-core administrative activities

50% 50%

Sample Size = 269

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Company Strategy:Outsource elements of IT infrastructure

44% 44%

44%39%

25%25% 25%

Sample Size = 269

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Company Strategy:Create / grow presence in geographic markets outside U.S.

20%13%

43%37%

Sample Size = 270

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Company Strategy:Stop doing business with highly unprofitable customers

14%10%

Sample Size = 275

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Company Strategy:Manufacture our own private-label products in an overseas plant

15% 16%

50% 50%

Sample Size = 270

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Company Strategy:Market our own private label products

43% 43%

50% 50%

25%30%

Sample Size = 273

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Company Strategy:Participate in buying group/ marketing alliance with other distributors

45% 43%

Sample Size = 279

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Company Strategy:Create strategy for current and future human capital requirements

29%25% 25%

25%29%

Sample Size = 273

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Factors Impacting Today:Increased product traceability

29%24%

25% 25%

50% 50%

Less signif icant Moderately signif icant More signif icant

Sample Size = 272

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Factors Impacting Future:Increased product traceability

34%40%

40% 40%

50% 50%

27% 27%

Sample Size = 229

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Factors Impacting Today:Growth of green bus segments

44% 44%38%

16%15%

50% 50%

25% 25%

Sample Size = 273

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Factors Impacting Future:Growth of green bus segments

46% 46%

50% 50%

42%39%

Sample Size = 231

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Factors Impacting Today:Private label products

40%34%

26%29%

37% 34%

40% 40%

Sample Size = 270

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Factors Impacting Future:Private label products

42%36%

38%34%

50% 50%

Sample Size = 230

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Factors Impacting Today:Disintermediation

34%33%29%

20% 22%

25% 25%

40% 40%

20%25%

24%30%

Sample Size = 269

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Factors Impacting Future:Disintermediation

40%36%

50% 50%

Sample Size = 230

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Factors Impacting Today:End customer consolidation

15%10%

25% 25%

50%50% 50%

40% 40%

50% 50%

Sample Size = 270

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Factors Impacting Future:End customer consolidation

20%23%

50% 50%

43%47%

Sample Size = 229

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Factors Impacting Today:Industry consolidation

39%44%

25%22%

38% 41%

Sample Size = 269

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Factors Impacting Future:Industry consolidation

49% 48%

50% 50%

Sample Size = 229

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Factors Impacting Today:Supplier consolidation

25% 25%

50%50% 50%

20% 20%

Sample Size = 271

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Factors Impacting Future:Supplier consolidation

40%46%

20% 20%

50% 50%

Sample Size = 228

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Factors Impacting Today:Overseas competitor expansion

44%40%

20% 20%

50% 50%

24%30%

Sample Size = 266

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Factors Impacting Future:Overseas competitor expansion

40%37%

23%18%

50% 50%

Sample Size = 229

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Factors Impacting Today:Macro-econ impact of crisis

76%75%

Sample Size = 268

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Factors Impacting Future:Macro-econ impact of crisis

38% 38%

43%46%

40% 40%

20%20%

50% 50%

Sample Size = 228

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Factors Impacting Today:U.S. economy structural shift

44% 45%

50% 50%

Sample Size = 269

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Factors Impacting Future:U.S. economy structural shift

40% 40%

50% 50%

43%40%

Sample Size = 228

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Factors Impacting Today:Government regulation

54%50% 50%

17% 17%

25% 25%

Sample Size = 269

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Factors Impacting Future:Government regulation

20% 20%

50% 50%

Sample Size = 228

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Factors Impacting Today:Product complexity

50% 50%

20% 20%

Sample Size = 270

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Factors Impacting Future:Product Complexity

49%46%

20% 20%

50% 50%

Sample Size = 228

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Headcount Trend:Customer service & inside sales force

38%35%

50% 50%

25%28%

Decreasing Flat Increasing

Sample Size = 230

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Headcount Trend:Outside sales force

40% 43%

36% 39%33%

26%23%

Sample Size = 229

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Headcount Trend:Warehouse/transportation

40% 39%

21%27%

44% 41%

40%40%

Sample Size = 228

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Headcount Trend:Administration / Management

41%47%

40% 40%

Sample Size = 230

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

INCREMENTAL BUSINESS NEEDECustomer service & inside sales force

18%18%

35%33% 33% 33%

50% 50%

0-10% sales increase 10-25%sales increase Over 25% sales increase

Sample Size = 231

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Incremental Business Needed:Outside sales force

24%30%

34%33%

50% 50%

Sample Size = 231

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Incremental Business Needed:Warehouse/transportation

16%23%

32%29%

33%40% 40%

50% 50%

Sample Size = 228

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Incremental Business Needed:Administration / Management

20% 20%

50% 50%

Sample Size = 231

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Importance to Organization:Assessing sales force productivity

Less important Moderately important More important

Sample Size = 222

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Importance to Organization:Assessing sales force productivity

37%33% 33% 33%

40% 40%

50% 50%

50%46%

Sample Size = 202

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Importance to Organization:Assess warehouse/ transportation personnel productivity

49%42%

35%42%

11%17%

71%67%

40%47%

Sample Size = 221

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Importance to Organization:Assess warehouse/ transportation personnel productivity

50% 50%

46%43%

Sample Size = 201

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Importance to Organization:Assessing customer service personnel productivity

33%33%

Sample Size = 222

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Importance to Organization:Assessing customer service personnel productivity

Sample Size = 202

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Importance to Organization:Assessing product profitability

Sample Size = 222

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Importance to Organization:Assessing product profitability

53%47%

40% 40%

Sample Size = 201

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Importance to Organization:Assessing service offering profitability

43%36%

23%29%

Sample Size = 224

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Importance to Organization:Assessing service offering profitability

14%22%

29%33%

Sample Size = 202

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Importance to Organization:Assessing customer profitability

50% 50%

Sample Size = 224

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Importance to Organization:Assessing customer profitability

33%40%

33% 33% 33%

39%46%

Sample Size = 202

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Importance to Organization:Optimizing prices

17% 17%

Sample Size = 223

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Importance to Organization:Optimizing prices

47%41%

Sample Size = 201

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Importance to Organization:Optimizing inventory

Sample Size = 222

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Importance to Organization:Optimizing inventory

50%42%

47% 47%

40% 40%

43% 43%

Sample Size = 201

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Importance to Organization:Sensing end product/ service demand

50% 50%

Sample Size = 222

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Importance to Organization:Sensing end product/ service demand

25%20%

28%21%

Sample Size = 202

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Importance to Organization:Building own brand recognition

26% 26%

28%21%

33% 33% 33%

25% 25%

Sample Size = 223

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Importance to Organization:Building own brand recognition

42%35%

37% 37%

Sample Size = 196

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Importance to Organization:Building company brand/name recognition

50% 50%

Sample Size = 224

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Importance to Organization:Building company brand/name recognition

40% 40%

Sample Size = 202

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Importance to Gross Profit Today:Supplier rebates based on total purchases in a time period

12%17%

30%27%

24%21%

Sample Size = 207

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Importance to Gross Profit in Future:Supplier rebates based on total purchases in a time period

27%31%

21%27%

Sample Size = 197

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Importance to Gross Profit Today:Supplier discounts based on volume

17% 17%

Sample Size = 208

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Importance to Gross Profit in Future:Supplier discounts based on volume

10%15%

16%22%

48%45%

Sample Size = 198

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Importance to Gross Profit Today:Supplier discounts based on the performance of activities

26%32%

34%38%

Sample Size = 208

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Importance to Gross Profit in Future:Supplier discounts based on the performance of activities

44%40%

20% 20%

37%33%

Sample Size = 198

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Importance to Gross Profit Today:Purchase at a wholesale discount

Sample Size = 209

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Importance to Gross Profit in Future:Purchase at a wholesale discount

13% 14%

Sample Size = 198

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Importance to Gross Profit Today:Co-op marketing funds from suppliers

35%39%38% 39%

23%24%

35%41%

33%33% 33% 33%

Sample Size = 208

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Importance to Gross Profit in Future:Co-op marketing funds from suppliers

35%40%39% 38%

23%24%

36%39%

40% 40%

Sample Size = 198

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Importance to Gross Profit Today:Fee-for-service payments from customers

35%39%

44%41%

33% 33% 33%

Sample Size = 208

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Importance to Gross Profit in Future:Fee-for-service payments from customers

27%33%

Sample Size = 198

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Importance to Gross Profit Today:Fee-for-service payments from suppliers

44% 44%

14% 14%

Sample Size = 208

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Importance to Gross Profit in Future:Fee-for-service payments from suppliers

39%42%

42% 41%

27%33%

33% 33% 33%

Sample Size = 197

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Importance to Gross Profit Today:Purchasing extra product in advance of price increase

33%27%

44%50%

38%41%

Sample Size = 208

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Importance to Gross Profit in Future:Purchasing extra product in advance of price increase

32%28%

20% 20%

Sample Size = 198

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Importance to Gross Profit Today:Product mark-ups to customers

17% 17%

Sample Size = 208

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Importance to Gross Profit in Future:Product mark-ups to customers

20% 20%

Sample Size = 198

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

3PL Activity: Warehousing

13% 14%

18% 21%

33%33% 33% 33%33%

21%17%

Do not expect 3PL to be acompetitive threat

3PL are a competitive threat today 3PL are not currently a competitivethreat… w ill be by 2015

Sample Size = 193

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

3PL Activity: Order Fulfillment to customers

16%22%

24% 24%

33% 33% 33%

Sample Size = 193

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

3PL Activity: Kitting/Assembly/Packaging

13% 13%

16% 17%

12% 12%

33%33%

67%67%

Sample Size = 192

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

3PL Activity: Transportation

17% 17%

17%13%

Sample Size = 192

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

3PL Activity: After Sales activities and support

15% 15%

Sample Size = 192

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Channel strategy of largest supplier:Work with our company to develop joint service to sell to end users

23%25%

50% 50%

Our largest supplier has no plansto do this

Our largest supplier does thistoday

Our largest supplier does not dothis now , but w ill by 2015

Sample Size = 177

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Channel strategy of largest supplier:Reduce the number of distributors that this supplier sells through

27% 29%

42% 42%

38% 38%

50% 50%

42%37%

Sample Size = 176

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Channel strategy of largest supplier:Ask our company to share inventory and/or PoS information

19%13%

Sample Size = 175

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Channel strategy of largest supplier:Market directly to our customers

33% 33% 33%

47%42%

Sample Size = 176

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Channel strategy of largest supplier:Performs some or all wholesaler-distributor functions themselves

20% 22%

49%42%

50% 50%

Sample Size = 175

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

50%44%

Never Majority Majority Today Majority by 2015

Way our customers work:Require new services without additional margin or fee

Sample Size = 170

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Way our customers work:Ask for detailed data about their purchases from our company

17%21%

34%31%

50% 50%

28%22%

Sample Size = 170

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Way our customers work:Eliminate in-person sales calls from our company’s sales force

Sample Size = 171

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Way our customers work:Reduce purchases from us because not a preferred supplier

Sample Size = 171

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Way our customers work:Conduct reverse auction to select suppliers for products

Sample Size = 170

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Way our customers work:Centralize purchasing authority for buyers of our products

41%39%43%

33% 33% 33%

50% 50%

Sample Size = 170

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Way our customers work:Standardize brands purchased by different buyers

21% 23%

24% 24%

40% 40%

50% 50%

Sample Size = 170

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Method to Generate New Sales (Today):Advertising in a printed industry magazine

38%31% 31%

Sample Size = 155

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Method to Generate New Sales (Today):Direct mail solicitation

Sample Size = 155

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Method to Generate New Sales (Today):Fax or other telemarketing

Sample Size = 156

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Method to Generate New Sales (Today):E-mail marketing

26%32%

42%38%

40% 40%

44% 44%

Sample Size = 155

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Method to Generate New Sales (Today):In-person sales call

Sample Size = 156

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Method to Generate New Sales (Today):Physical presence at trade show

36%42%

46%41%

40% 40%

Sample Size = 157

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Method to Generate New Sales (Today):In-person event or seminar

40% 40%

Sample Size = 155

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Method to Generate New Sales (Today):Advertising on an industry website

33% 33% 33%

20% 20%

Sample Size = 154

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Method to Generate New Sales (Today):Our company’s web site

45% 43%

28%33% 33% 33%

Sample Size = 156

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Method to Generate New Sales (Today):Webinars

20%13%

Sample Size = 154

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Method to Generate New Sales (Today):Search engine marketing

36%32% 32%

Sample Size = 154

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Method to Generate New Sales (Today):Participate in online networks

19%13%

Sample Size = 155

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Method to Generate New Sales (2015):Advertising in a printed industry magazine

20% 20%

Sample Size = 149

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Method to Generate New Sales (2015):Direct mail solicitation

20% 20%

Sample Size = 149

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Method to Generate New Sales (2015):Fax or other telemarketing

50% 50%

Sample Size = 149

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Method to Generate New Sales (2015):E-mail marketing

44%50%

43% 43%

42%38%

40% 40%

Sample Size = 150

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Method to Generate New Sales (2015):In-person sales call

Sample Size = 149

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Method to Generate New Sales (2015):Physical presence at trade show

45%38%

Sample Size = 149

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Method to Generate New Sales (2015):Our company’s web site

46%52%

Sample Size = 150

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Method to Generate New Sales (2015):In-person event or seminar

25%30%

Sample Size = 149

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Method to Generate New Sales (2015):Search engine marketing

38%44%

38%33%

Sample Size = 149

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Method to Generate New Sales (2015):Webinars

33% 33% 33%

Sample Size = 149

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Method to Generate New Sales (2015):Advertising on an industry website

43% 45%

20% 20%

40% 40%

Sample Size = 149

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Method to Generate New Sales (2015):Participate in online networks

28%32%

29% 29%33%

Sample Size = 148

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

ROLE OF IT:Actual

22% 22%

14%11%

24%28%

33% 33%

40% 40%

0% 0% 0% 0%

No clearly def inedrole for IT w ithin

organization

Take a conservativeapproach; use only

proven, maturetechnologies

Stay current on IT;w ithout getting toofar ahead of our

competition

IT is an essentialinvestment area;

invest in leading, butproven,

technologies

Use IT as acompetitive

w eapon; competeat the cutting edge

of innovation

Sample Size = 155

14%52%

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

ROLE OF IT:Preferred

40% 38%

39% 41%

33% 33%

0% 0% 0%

0% 0%0%

40%33%

No clearly def inedrole for IT

Take a conservativeapproach

Stay current on IT IT is an essentialinvestment area

Use IT as acompetitive w eapon

Sample Size = 155

38%39%

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Software Usage:ERP system

29%27%

29% 29%

33% 33% 33%

20% 20% 20%

Not familiar w ith thissof tw are application

No plans to use thissof tw are application

Not currently using -w ill start using by

Currently using, butw ill need upgrade/

change to meetneeds in 2015

Currently using andfully meets our

needs now and in2015

Sample Size = 148

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Software Usage:Warehouse Management System

17%21%

34%26%

18% 22%29%

38%29%

33% 33% 33%

0%0% 0%

0% 0%0%

15%23%

Not familiar w ith thissof tw are

application

No plans to use thissof tw are

application

Sample Size = 148

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Software Usage:Transportation Management System (TMS)

18%11% 11%

25%33%

0% 0% 0%

Not familiar w ith thissof tw are application

No plans to use thissof tw are application

Currently using andfully meets our needs

now and in 2015

Sample Size = 147

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Software Usage:Customer Relationship Management (CRM)

38% 38%

21%29%

4%0% 0%

0% 0%0% 0%

0%0% 0%

0% 0%0%

23%31% 31%

application

Sample Size = 149

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Software Usage:Price optimization

23%15%

7% 11%

15% 15%

25%21%

33% 33%

20% 20%

0% 0%0%

8%17% 17%

application

Sample Size = 146

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Software Usage:Sales Force Automation (SFA)

13%19%

10% 10%4%

25% 27%33%

11%17%

33% 33%

40% 40%

0% 0%8%

15% 15%

application

Sample Size = 149

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Software Usage:Inventory Management

8% 8% 10%

38% 35%

19% 19%

31% 30%

29%38%

20% 20%

23% 23%

application

Sample Size = 148

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Software Usage:Internet storefront for web-based ordering

42%33%

36% 38%

9%8%13%

33%38%

8%0% 0%

0%0% 0% 0%

0% 0%8%

23%31% 31%

application

Sample Size = 149

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Software Usage:Vendor Managed Inventory (VMI)

21% 19%13%

24%18%

29%25%

21%17%

0% 0%0%

20% 20%

0%0% 0%

8% 8% 8%

application

Sample Size = 147

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Software Usage:Inventory Optimization

23%17%

19%11%

15% 15%

25% 25%20%

33%33% 33% 33%

20% 20%

0%0% 0%

0% 0%8%

17%25%

application

Sample Size = 147

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

21% 21%30%

24% 24%

25% 25%33%

0% 0%0%

40% 40%

0% 0% 0%

17%25%

application

Software Usage:Product Catalog Management

Sample Size = 146

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

26% 28%19%

15% 13%16% 20%27% 25%

21%13%

25%29%

0% 0% 0% 0%

0% 0%0% 0%

0% 0%8%

17% 17%8%

application

Software Usage:Master Data Management

Sample Size = 146

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

31% 31%25%

24% 26%

33%42%

20% 20%

0% 0%0%

application

Software Usage:Barcode scanning

Sample Size = 148

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Software Usage:Activity-Based Costing (A-BC)

28% 30%

17% 19%

33% 33%

18%11%8%

33% 33% 33%

0% 0%0% 0%

0% 0% 0% 0%

application

Sample Size = 148

Non-profitsand

Restaurants

HealthcareProviders

Facilities

Contractors

Software Usage:RFID event capture / Electronic Product Code Information Service

6% 6%13%

40%33%

7% 7%13%

30%39%

0% 0% 0% 0%

20% 20% 20%

application

Sample Size = 147

Facing the forces of change survey results segmented by customer type_november 2011

Business

Transcript of Facing the forces of change survey results segmented by customer type_november 2011

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Facing the forces of change survey results segmented by total sales_october 2011