Rodney L. JoffeChairman

American Computer GroupCenterGate Research Group, LLC

rjoffe@centergate.com

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.comTraditional 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

rjoffe@centergate.com

DM Business Integration