It’s not often that you see a press release dedicated to celebrating the addition of an Order Tracking capability to a manufacturer’s website. In fact, in the 15 or so years that I’ve been in the SAP B2B eCommerce business, I can’t ever remember seeing a single one! So when TMI, LLC took the time to tell the world that they had done just that, I thought I’d better investigate a little further.
Author Archive
Thule Rules! – B2B eCommerce Channel Conflict Update
Last week I posted on a problem that I had uncovered with the Thule Distribution Channel. I was desperately in need of finding a replacement key for my car top carrier before the long Memorial Day holiday weekend. What I found was that Thule had set up an intermediary service called Shopatron that in the name of preserving the integrity of their distribution channel, was actually standing in the way of a timely delivery of that key.
Today I want to update my experience and give a very loud shout out to Steve D. who is Thule’s Internet Manager! He not only found, and professionally responded to my blog post, but he personally expedited my key order. I hope Thule knows how wonderful an employee Steve D. is. In my experience, he is a rare find and Thule is truly lucky to have him in their employ!
Dealing With B2B eCommerce Channel Conflict
There is a right way, and a wrong way, for a Brand Owner to deal with channel conflict.
Amazon’s Cloud Crash Loses Customer Data – b2b2dot0 Won’t
Written May 1st, 2011 by Sam Bayer
Categories: Customer "Dis-Service", Software-as-a-Service
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Categories: Customer "Dis-Service", Software-as-a-Service
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Reinventing the Web Channel to Maximize Sales and Customer Satisfaction
Written April 14th, 2011 by Sam Bayer
Categories: B2C, Marketing, Product Features, Strategy
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Categories: B2C, Marketing, Product Features, Strategy
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When the Oracle speaks you have to listen.
So when “Reinventing the Web Channel to Maximize Sales and Customer Satisfaction” by Oracle’s recently purchased ATG product line came across my inbox, I had to read it…and boy am I glad that I did. It’s wonderful! (For your convenience, you can download a copy here)
b2b2dot0 Initiates Office Relief’s Magento Paymetric SAP Integrated B2B and B2C eCommerce Website Initiative
Written April 11th, 2011 by Sam Bayer
Categories: AgilePhilosophy, B2C, Friends of b2b2dot0, Implementation, RealProject
1 Comment »
Categories: AgilePhilosophy, B2C, Friends of b2b2dot0, Implementation, RealProject
1 Comment »
It’s been almost two weeks since I facilitated our Project Initiation Workshop at the Oakland, CA HQ of Office Relief. It was an intense and exhilarating two days where we demonstrated a live B2B eCommerce website integrated to their SAP QA system. We “threatened” to put the website into production the following Monday and asked the simple question of “why can’t we?”. (This is how our standard Agile Implementation Methodology, that I’ve written about over the years, works.)
Using the “F” Word in Business
I had the honor of presenting to a group of budding entrepreneurs this past week at a local (Raleigh, NC) Council for Entrepreneurial Development Fastrak course. I spoke on Market Analysis and followed an NC State Graduate School Instructor who presented an overview of Market Research. He ended his 60 minute lecture by introducing me as the person who would explain “what to do with all of the Market Research that everyone in the room was now equipped to gather”.
Feeling the pressure, I stood up in front of the room, scanned the crowd, took a deep breath and started my presentation with… the “F” word.
b2b2dot0 SAP ecommerce Net Promoter Score
A company's Net Promoter Score (NPS) is a measure of customer satisfaction and loyalty. It is based on your customer's answer to a single simple question:
"How likely is it that you would recommend us to a friend or colleague?"
Answers to this question segment your customers into detractors, passives and promoters. Subtracting the % of detractors from % of promoters results in your NPS.
According to the creators of the NPS:
"In most industries, this one simple statistic explained much of the variation in relative growth rates; that is, companies with a better ratio of Promoters to Detractors tend to grow more rapidly than competitors."
Agile Software Implementation Contracts
Today's post was originally created in response to a question posed in an Agile Business Yahoo Group that I belong to. The question had to do with the relationship between software providers (like b2b2dot0 and SAP) and their customers during projects. It garnered enough interest in the Agile community that I thought I'd make it available to the readers of this blog…so here it is.
The Dark Side of On-Line Customer Services – AmEx Lays Off 1500
The headline into today’s Raleigh, NC newspaper, the News and Observer (N&O) reads: “AmEx Will Cut 1,500 Jobs in Greensboro”.
Why?
According to the N&O article:
“As customers shift to electronic bill paying and online customer service, the volume of calls the center handles has dropped.”