The document summarizes a presentation by Marcelo Wesseler from SingPost Commerce on eCommerce strategies. Key points include:
- SingPost provides end-to-end eCommerce solutions including logistics, digital marketing, and analytics.
- Customer lifetime value (CLV) should guide marketing budgets, with the goal of acquiring customers until their contribution exceeds the cost of acquisition.
- Non-last click attribution, daily reporting, and focusing on the basics like delivery, price and inventory are important for success.
NewBase 19 April 2024 Energy News issue - 1717 by Khaled Al Awadi.pdf
SES Hong Kong - eCommerce Essentials for Asia
1. SES Hong Kong 2013
MarceloWesseler-SVP, SingposteCommerce
marcelowesseler@singpost.com
@mwesseler
www.specommerce.com
eCommerceattheheartofyourbusiness
8. The Basics – Part I
• Range
• Price
• Reliable & Fast Delivery
• Convenience
9. The Basics – Part II
• Keep it simple but measure daily
• Be Aware of Inventory Risks
• Revenue = Visitors * Conversion * AOV
• Success =
- EBIT or Net Margin or
- GM after logistics & marketing spend
9
11. Customer Lifetime Value (CLV)
• Golden Rule => your BUDGET
• Acquire customers until marginal contribution is zero (marginal CLV – marginal
CAC)
• Guideposts
• If data is not yet available, then spend up to the average, fully loaded gross
profit of a customer’s first order. Alternatively…
• Avg Monthly Revenue per Customer × Gross Margin per Customer
• Monthly Churn Rate
• Also, average order value (AOV) is a leading indicator of CLV
• Rules of Thumb
• At scale:
• If your CLV is at least two times the cost of acquiring a new customer, with at
least 1X coming in the first 12 months after acquisition, you’re in great shape.
• If you’re doing any better than that, it’s irresponsible for you not to be spending
more aggressively on marketing.
• If your CLV/CAC ratio is less than two, then it’s worth reigning in your marketing
spend until you grow into it.
11
ܸܮܥ ൌ
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ሺ1 െ ܹܥܥܣሻݔ
݊
ܺൌ1
െ ܥܣܥ
Net present value of
profits from a customer aka
Customer Lifetime Contribution (CLTC) or
Lifetime Value (LTV)
=
12. CLV Drivers
12
Sources: Custora report derived from 72 million customers
from 86 US retailers across 14 industries, June 2013
RJ Metrics Summer 2012 E-commerce Benchmark
CLV is slightly higher for
customers originating
from FB than Google
US$148 US$159
13. CLV Management Tip: Rubbish In, Bankruptcy Out
CLV can be used to rationalize
upfront marketing investment…
BUT…
beware tomorrow never arrives
1
3
Plan with the possibility that tomorrow is today.
Payback Period < 12 months & NEVER rely on last click attribution only
14. Regional
Distribution
Center Model
Store & Ship from our
eCommerce Logistics Hub
based in Hong Kong and
Singapore
Manufacturer
SP eCommerce
Logistics Hub
Customer’s Home
Air Freight
Drop Ship
Manufacturer
SP eCommerce
Logistics Hub
Customer’s Home
Air Freight
Drop Ship
Warehouse 14
16. 16
Tax
Optimisation
Malaysia
Indonesia
Japan
South Korea
Vietnam
India
Thailand
Philippines
Hong Kong
Taiwan
China
Singapore
Country Import duty Sales tax Additional tax
Thailand 30% 7%
Vietnam 20% 10%
China 16% 17%
Indonesia 15% 10%
2.5% (registered) or 7.5%
(unregistered) importers
Philippines 15% 12%
South Korea 13% 10%
Taiwan 11% 5% Trade promotion fee (0.04% CIF)
India 10% 0%
-Landing charges (1% CIF)
-Countervailing duty (12% (CIFD
+ Landing charges)
-Additional countervailing duty
(4% (Duty + Landing charges +
countervailing duty)
Japan 9% 5%
Hong Kong 0% 0%
Singapore 0% 7%
Malaysia 0% 10%
Your supply chain
logic will impact the
duties and taxes
payable across the
region.
*Duties and taxes are based on Levi’s 501 Jeans for men
* * *
High duties & taxes
Moderate duties & taxes
Low duties & taxes
24. Summary
• Range, Price, Reliable & Fast Delivery,
Convenience
• CLV is determining your budgets
• Don’t use last click attribution
• Enjoy analytics for breakfast
• Keep it simple & focus on basics
• Scalable delivery network
26. Inbound to Hong Kong
eFulfillment in China – Direct Injection to China
Operative Flow
26
Inbound clearance and
consolidation in HK
Local sorting in
warehouse
Delivery to end
customer in China
Pre-clearance by on-site
customs
X-ray scanningRelease of goods
27. LOGISTICSLOGISTICS WMS (HighJump)WMS (HighJump)
Supplizer
Order processingOrder processing Vendor managementVendor management Returns processingReturns processing
INFRASTRUCTUREINFRASTRUCTURE
Big Data
Scalable
Highly Available
Secure
Open API
Partner
Ecosystem
CALL CENTER
EMAIL MARKETING
ANALYTICS
BUSINESS
INTELLIGENCE
SOCIAL
User/Role
Database
User/Role
Database
1:1
Marketing
/ Promos
1:1
Marketing
/ Promos
Products /
Categorie
s
Products /
Categorie
s
Shopping
Cart
Shopping
Cart
CheckoutCheckout Shared
catalog
Shared
catalog
Payment
web
service
Payment
web
service
PricingPricing Fraud web
service
Fraud web
service
Tax web
service
Tax web
service
Storefront
manager
Storefront
manager
Content
manager
Content
manager
WEB STOREFRONT
Tracking Shipments Orders Returns
Orders Inventory
Orders Customers
SP eCommerce Technology Architecture
27
28. Overview of marketing channels available.Size of circles represent
average ROI for eCommerce businesses.
SP Conversion Funnel
28
29. The 7 “C’s”
CLV Management Traps
29
#2:
CLV
ARPU
Costs
CACWACC
Churn
Marketing department
both spends and
monitors
(Finance should monitor)
Purchased customers
underperform organic on
almost every metric.
The variables are interdependent,
not independent.
• Raising price will increase
churn
• Increasing marketing spend will
increase CAC and churn
• Beefing up customer service to
decrease churn will increase
future costs.
It’s a metric,
not a strategy.
You can’t win a fight with
measuring tape
30. The 7 “C’s”
CLV obsession creates blinders…instead, BE CREATIVE
CLV obsession creates blinders
that restrict creativeness &
open-mindedness
Scrappy, capital
starved start-ups with
no marketing budget
are more likely to find
ways to scale growth
organically
e.g. a PPT slide from
Skype in its early
days…
30
#2: