Duivenvoorde lezing 2010

1. cor@cormolenaar.nl Stichting Leerstoel eMarkting & Distance Selling Het internettijdperk is pas begonnen Impact en toekomstverwachtingen Subsponsors: Sponsors: Dia 1/12

2. Challenging the future Het internettijdperk is begonnen! cor@cormolenaar.nl

3. cor@cormolenaar.nl 1990- 2008 Pre-internet era CRM TQM BPR Shareholdersvalue

4. cor@cormolenaar.nl 2008-2020 Internet era Veranderingen: -Mensen -Maatschappij -Techniek -Bedrijven

5. cor@cormolenaar.nl Fromsocialcohesion to Group identification Fromsupplydrivenpolicies to demanddriven support

6. Research/information Orientation Communication Action Trading sites comparison site Google/ yahoo buying Problem/ need Choice/ decision shop/ dealer brandsites webshops decision orientation Surfing, chatting, twitter, google

7. Research/information Orientation Communication Action Trading sites comparison site Google/ yahoo buying Problem/ need Choice/ decision shop/ dealer delivery Click and collect brandsites webshops decision orientation Surfing, chatting, twitter, google

8. Research/information Orientation Communication Action Trading sites comparison site Google/ yahoo buying Problem/ need Choice/ decision shop/ dealer brandsites webshops decision orientation Surfing, chatting, twitter, google customers

9. cor@cormolenaar.nl Trends: customers Digi-immigrants and digi-natives Moment driven Lessloyal Group identification Behaviorbasedgrouping Associations and virtualbased Identificatie, associatie en realisatie

10. cor@cormolenaar.nl Associatie: Socialnetworks Socialnews User Generated Content Ratings and reviews blogs Micro blogs Forums Virtualworlds Media sharing

11. cor@cormolenaar.nl QR Code

12. cor@cormolenaar.nl Trends: companies New forms of collaboration New business models New relationshipwithsuppliers and customers Mean, lean and agile Focus oncompetence and addedvalues Nieuwe business modellen Nieuwe relaties

13. cor@cormolenaar.nl New business models Free (Google,Marktplaats) Subscriptionbased (flatfee) (Telecom) Service based (Ryanair) Competencebased (Katoen Natie) Relationbased (retail)

14. internet logistics webshop storage customer Factory/ supplier retailer communication New media Classic media cor@cormolenaar.nl

15. Customerrelation Productrelation internet logistics webshop storage customer Factory/ supplier retailer communication New media Classic media cor@cormolenaar.nl

16. cor@cormolenaar.nl Trends; Technology Mobile Communication Identificaton Converging Technologyfaciliteert veranderingen

17. cor@cormolenaar.nl 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

18. cor@cormolenaar.nl The challenge Knowing and understandingyourcustomer Analyse behavior and communicatepersonal and individual Analyse and learn Understand, associate and communicate Look at yourofferingsbasedoncustomerpreference Luister, leer begrijp en communiceer