【正文】 w Low USAGE % of Companies in the industry that use the practice Quadrant I “Innovative” ?Measure GMROI/Turn amp。 Supplies 46 Key Messages Wholesalerdistributors must identify their “strategic suppliers” and treat them as customers. ? Understand supplier needs and wants are fragmenting. ? Develop formal methods for determining supplier expectations. ? Quantitatively prove to suppliers the value added by wholesalerdistributors ? Formally evaluate vendors to determine the most effective and productive partners. 47 Promotional Spending Will Shift to Performance Criteria Programs W/D S Today 20xx Today 20xx Incentives based on dollars spent 55 45 49 36 on purchase Incentives based on volume (units) 22 19 27 21 of purchase Performance criteria programs 20 32 19 37 Other 3 4 5 6 48 Better Communication Is Needed to Strengthen Relationships Between W/Ds and Suppliers 95% 88% 23% 54% 60% 41% 62% 60% 21% 31% Relationship between manufacturers and W/Ds need to be strengthened Most manufacturers have a strong sense of loyalty to W/Ds that represent them Manufacturers view W/Ds participation in the marketing channel as a “necessary evil” Partnerships with suppliers don?t exist today Communication between W/Ds and suppliers is quite good W/D S Agree/Strongly Agree 49 WholesalerDistributors’ Valueadded is Being Questioned Most manufacturers feel they need distributors? assistance and valueadded services to perform marketing functions necessary to sell their products Distributors are doing a good job performing marketing functions for manufacturers Manufacturers have been relying less on W/Ds to perform marketing functions over the past 5 years Agree/Strongly Agree 73% 80% S W/D 45% 7% 47% 68% 50 The cost and value of the marketing functions W/Ds perform are not clearly understood by manufacturers Manufacturers generally feel distributors? gross margins on their products are more than adequate By year 20xx, W/Ds will play a larger role than today performing marketing functions for manufacturers Agree/Strongly Agree 91% 71% S W/D 92% 75% 79% 58% Suppliers Don’t Understand Channel Cost Structure 51 Quadrant IV “Expected” Quadrant III “Proven” High Low USAGE % of Companies in the industry that use the practice ? Integrate purchasing, A/P, amp。 Processing the Order 42 Quadrant IV “Expected” Quadrant III “Proven” High Low High Low USAGE Degree to which the practice is employed Quadrant II “Differentiated” ? Provide one primary contact point for each type of customer ?Measure average wait time “on hold” for customers (., in minutes) ?Integrate telephone response technology and information systems Responding to Inquiries amp。 Exceptions” “Market Differentiation” Reliability Resilience ValueAdded Goal: To enhance the role of outside sales 39 Salesforce Continues to Shift to Inside Sales This Study Last Study 60% 40% 20% 0% Today 20xx Today 20xx 46% 54% 57% 43% 39% 61% 51% 49% Inside Sales Outside Sales 40 Inside Sales Is Being More Proactive and Less Administrative Today 20xx Today 20xx Order taking amp。 Strategy 36 Selling and Customer Service 37 Key Messages Wholesalerdistributors must redesign their sales efforts and other processes to achieve seamless customer service. ? Redesign the role of the salesforce. ? Place customer service at center stage. ? Consider integrated supply arrangements as a way to “l(fā)ock in” the customer. ? Make pricing structure less plex and more effective. 38 The Customer Service Framework “Consistent amp。 Strategy 35 Enhancing Company Value AA Services ? Capital Sourcing ? Valuation Services ? Balance Sheet Restructuring ? Debt Refinancing ? Financial amp。 Transformation W/D S Today 20xx Today 20xx Grow sales 30 30 26 24 Increase gross margin 21 20 15 14 Decrease operating costs 18 18 20 22 Improve purchasing practices 17 16 16 18 Improve asset turnover 11 12 15 15 Change capital structure 3 4 8 7 32 Quadrant IV “Expected” High Low High Low USAGE Degree to which the practice is employed Quadrant III “Proven” ?Benchmark against petitors 33 Quadrant IV “Expected” Quadrant III “Proven” High Low USAGE Degree to which the practice is employed Quadrant II “Differentiated” ? Create a small family of measures addressing Cost, Quality and Time across anization, processes amp。 Customers 28 Developing Vision amp。 reliability of deliveries 1 1 2 2 1 1 Competent outside salesperson 2 6 5 8 5 7 Best value for the price 3 2 1 1 2 2 Competent inside salesperson 4 3 6 6 7 6 Quality of product 5 5 3 3 3 3 Lowest total delivered cost 6 4 7 5 12 10 Frequency amp。 Customers 21 Key Messages Wholesalerdistributors must create and use formal methods to gain customer feedback and improve munication. ? Formally and continuously measure customer satisfaction. ? Segment markets and customers, and design or adjust business processes, based on a balance of price and value. ? Take advantage of inherent strengths to deliver the best value for the price. 22 W/Ds gauge customer?s satisfaction Agree/Strongly Agree 50% 45% 27% 17% 21% 18% W/Ds Do Not Communicate Well With Their Customers W/D S Communication is good W/Ds understand customer?s expectations 23 Customers Focus on Best Value and Lowest Cost –Complete amp。 Marketing Purchasing Warehousing Delivery Administration Sales amp。 Supplies Mng. Inventories amp。 Strategy Selling amp。 small/medium panies turn to buying groups ? Marketing alliances emerge ? Int