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物流管理3物流管理3WhatisAADoingintheMarketplace?3Trends/HotButtonsinWholesaleDistribution3ServiceLineExamplesCustomerSatisfactionChannelMarketing3WholesaleDistributionIndustryProgramTheWholesaleDistributionIndustryTheClassicChannelManyForcesAreChangingtheChannelChannelFormatsCustomerMarketSegmentsContinuetoFragmentRequiringDifferentSuppliersIndustry/ProductLifeCycleConceptExtensionoftheLifeCycleConcept:ReformationandTransformationReformation-OptimizingCoreCompetenciesTransformation-ReinventingtheBusinessTrendsContinuingFrom1992StudyEmergingIssuesWhatisAADoingintheMarketplace?QuestionstoAnswerFACINGtheFORCESofCHANGEObjectivesoftheStudyTheShiftFromDepartmentaltoProcessMindsetBestPracticesMatrixUnderstandingMarkets&CustomersKeyMessagesW/Dsgaugecustomer’ssatisfactionCustomersFocusonBestValueandLowestCost–Complete&ReliableDeliveriesareAssumedW/DsneedtounderstandtheircostSophisticatedmanagementinformation,anditsuse,willbekeytosuccessinfutureW/Dshaveinformationtodecideaboutprofitablecustomers,products,andservicesQuadrantIVQuadrantIVEnhancingCompanyValue--AAServicesDevelopingVision&StrategyKeyMessagesWholesaler-distributorsaredoingstrategicplanningtoenhanceperformanceROIStrategiesReflectBothReformation&TransformationQuadrantIVQuadrantIVEnhancingCompanyValue--AAServicesEnhancingCompanyValue--AAServicesSellingandCustomerServiceKeyMessagesTheCustomerServiceFrameworkSalesforceContinuestoShifttoInsideSalesInsideSalesIsBecomingMoreProactiveandLessAdministrativeQuadrantIVQuadrantIVQuadrantIVQuadrantIVObtainingMaterials&SuppliesKeyMessagesPromotionalSpendingWillShifttoPerformanceCriteriaProgramsBetterCommunicationIsNeededtoStrengthenRelationshipsBetweenW/DsandSuppliersWholesaler-Distributors’Value-addedisBeingQuestionedThecostandvalueofthemarketingfunctionsW/DsperformarenotclearlyunderstoodbymanufacturersManufacturersgenerallyfeeldistributors’grossmarginsontheirproductsaremorethanadequateByyear2000,W/Dswillplayalargerrolethantodayperformingmark
