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Strengthening Client Relationships - Winners and Losers in An Internet Enabled Economy
June 2001
Speaker:
- Professor Timothy Devinney, AGSM
The Internet phenomenon has generated more press over the past several years than any other business topic. Dramatically reduced transaction costs, targeted access to buyers and sellers, and a whole new array of sophisticated customer analysis methods mean that companies, whether they are acting as sellers, buyers, have substantial interest in electronic-business.
A consistent theme is an emphasis on new e-business orientations and the role that e-business might play as a market maker and destroyer of value. This creates stress for many executives as it places them in a world that is alien and unrecognisable, a world remote from the day-to-day reality of actually managing and implementing complex operational marketing systems. In such a world, a company's existing profitable customers are the key to future success. Consequently one of the most important issues facing managers today is the decision on how data captured as a by-product of existing online systems, can be intelligently utilized to support relationship exchange, what we call e-intelligence.
The purpose of this research is to examine the extent to which firms are successful in using, in an intelligent way, electronically sourced information to enhance their relationships with exchange partners (e.g., suppliers and customers), to increase the efficiency of their billing and procurement systems, and to capitalize on other aspects of customer interaction. It is anticipated that a deeper understanding will be gained of how and why firms are implementing sophisticated systems and what determines both strategic and operational success.
Panelists:
- Elizabeth Broderick, Partner, Blake Dawson Waldron
- Peter Shore, former GMD Telstra & Founder Priceline Australia
- Cr Lucy Turnbull, City of Sydney
- Michael Vitale, AGSM
Resources:
- Overhead – “Winners and Losers in an Internet Enabled Economy”
- Paper – “The Strategic Application of E-Intelligence”
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