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Dia 1/12

Sponsors:  

Subsponsors:

Stichting Leerstoel eMarkting & Distance Selling

Het internettijdperk is pas begonnenImpact en toekomstverwachtingen

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Challenging the future

Het internettijdperk is begonnen!

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1990- 2008Pre-internet era

CRMTQMBPRShareholdersvalue

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Veranderingen:-Mensen-Maatschappij-Techniek-Bedrijven

2008-2020 Internet era

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From social cohesion toGroup identification

From supply driven policies todemand driven support

Problem/need

comparisonsite

Google/yahoo

brandsites webshops

Choice/ decision shop/dealer buying

decision

Orientation

Trading sites

Research/information

Communication

Action

orientation

Surfing, chatting, twitter,google

Problem/need

comparisonsite

Google/yahoo

brandsites webshops

Choice/ decision shop/dealer buying

decision

Orientation

Trading sites

Research/information

Communication

Action

orientation

Surfing, chatting, twitter,google

deliv

er

yClic

k an

d

colle

ct

Problem/need

comparisonsite

Google/yahoo

brandsites webshops

Choice/ decision shop/dealer buying

decision

Orientation

Trading sites

Research/information

Communication

Action

orientation

Surfing, chatting, twitter,google

customers

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Trends: customers

Digi-immigrants and digi-nativesMoment drivenLess loyalGroup identificationBehaviorbased groupingAssociations and virtual based

Identificatie, associatie en realisa

tie

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Social networks

User Generated Content

blogs

Micro blogs

Media sharing

Social news

Ratings and reviews

Forums

Virtual worlds

Associatie:

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QR Code

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Trends: companies

New forms of collaborationNew business modelsNew relationship with suppliers and customersMean, lean and agileFocus on competence and added values

Nieuwe business

modellen

Nieuwe relaties

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New business models

Free (Google,Marktplaats)Subscription based (flatfee) (Telecom)Service based (Ryanair)Competence based (Katoen Natie)Relationbased (retail)

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internetcustomerFactory/

supplier

webshop

logistics

storage

communication

retailer

New media

Classic media

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internetcustomerFactory/

supplier

webshop

logistics

storage

communication

retailer

New media

Classic media

Customer relationProductrelation

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Trends; Technology

MobileCommunicationIdentificatonConverging

Technology faciliteert

veranderingen

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Alles vloeit samen: convergentie

Gedrag: gebruiker en moment bepaalt

Techniek: ondersteunt het individuele gedrag: always online “internet of things”

Maatschappij: transparantie, internationaal, disharmonie

Bedrijven: samenwerken, focus, associatie: einde zelfstandige entiteit

cor@cormolenaar.nl

The challenge

Knowing and understanding your customerAnalyse behavior and communicate personal and individualAnalyse and learnUnderstand, associate and communicateLook at your offerings based on customer preference

Luister, leer

begrijp en

communiceer