Portal-V News
Week of November 12, 2000
Just as the B2C shakeout preceded the B2B "correction," another issue that has plagued consumer sites may be ready to emerge within the B2B industry--customer service.
Let's compare what's at stake in a B2B relationship versus a B2C customer. Last holiday season, a dissatisfied B2C customer burned by bad customer service could go elsewhere and be lost to the under-performing e-tailer. The customer might represent hundreds of dollars of future business.
Now imagine the stakes with a B2B purchase. A procurement manager at Fortune 500 company who must secure 10 metric tons of benzoic acid to keep her company's supply chain running efficiently is making a strategic purchase. The inherent risks are sizable. Failure to procure the right product at the proper time for a reasonable amount could cost a company millions of dollars and the procurement manager her job.
So the value of the B2B customer is greater than the B2C customer. Advances in marketing technology (CRM, data mining, complex analysis and segmentation, etc.) have created unimagined ways to segment customer information, behavior and value. With segmentation comes the opportunity to focus all your efforts on your most valuable customers; to treat those customers with kid gloves while relegating less valuable customers to automated service centers. Add it all up and you can understand why BusinessWeek recently did a cover story entitled "Why Service Stinks." True customer service is becoming the privilege only of a company's most valuable customers. This is an unfortunate, but probably acceptable practice for consumer businesses. Margins are smaller, transactions are higher and the value of a single customer is lower. 1to1 guru Don Peppers discusses this at some length below.
B2B customers must be careful, however, to avoid the customer service trap. Technological sophistication is a requirement for marketers today. Recognition of a customer's value to an organization is also vital. But the risk of under-servicing a B2B customer could be fatal.
Also in Net Market Makers' Weekly Market News:
nmm.com
* Markets Make Credit Deals
* NetStruxr Lands Coalition Partners
* Autodesk, Crosspoint in Another Spin-Off Deal
* Keep An Eye On: FreeBorders
Have a good weekend.
Tim Clark
Net Market Makers
Join us at upcoming NMM events! More info at nmm.com
Ground Zero 4, December 4-7 in Los Angeles.
Find out about Jupiter's B2B research services at nmm.com
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Week of November 12, 2000
Is It Unfair To Treat Different Customers Differently?
Inside1to1, by Don Peppers
November 16, 2000
1to1.com
Why Service Stinks
BusinessWeek, by Diane Brady
October 23, 2000
businessweek.com
Merle Hinrichs is an old B2B hand
Forbes, by Andrew Tanzer
November 27, 2000
c.moreover.com
A Revolution in Pricing? Not Quite
BusinessWeek, by Peter Coy
November 20, 2000
businessweek.com
Magna CEO named a director of B2B Covisint exchange
National Post Online, by Thomas Watson
November 17, 2000
c.moreover.com
California's B2B WineryExchange Digs Down Under for Funds
Markets and Exchanges, by Jim Banks
November 17, 2000
c.moreover.com
Online travel takes off
E-Commerce Business, by Jo Fleischer
November 17, 2000
ecommercebusinessdaily.com
IBX picks Commerce One-SAPMarkets team for Nordic e-market
E-Commerce Business
November 17, 2000
c.moreover.com
Online Human Resources Firm Garners Big B-to-B Investments
Wall Street Journal
November 17, 2000 (subscription required)
c.moreover.com
Online auctions could transform federal marketplace
Government Executive, by Jason Peckenpaugh
November 17, 2000
c.moreover.com
AOL To Woo Businesses With Exchange
Information Week, by Chuck Moozakis
November 16, 2000
techweb.com
Wake-Up Call for B2B Dream Team?
TheStreet.com, by Joe Bousquin
November 16, 2000
thestreet.com
FreeMarkets Expects To Break Even By First Quarter of 2002
CFO.com
November 16, 2000
c.moreover.com
Big business and P2P are the latest odd couple
Red Herring, by Jarret Adams
November 16, 2000
c.moreover.com
British Reserve in B2B - Will They Opt Out of the Paper Chase?
Markets and Exchanges, by Rikki Stancich
November 16, 2000
c.moreover.com
Informatica CEO: Ariba Partnership Proliferates Our Product
ON24 Audio and Video, Gaurav Dhillon Interview
November 16, 2000
c.moreover.com
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B2B coalition's business registry enters beta
eWEEK, by Jeffrey Burt
November 16, 2000
c.moreover.com
Ag Exchange to Launch Mini-e
Line56, by Demir Barlas
November 16, 2000
c.moreover.com
B2B Exchange Updates Portal Software
Line56, by Barbara Gengler
November 16, 2000
c.moreover.com
Business-to-business e-commerce directory is tested
InfoWorld, by Ed Scannell
November 16, 2000
c.moreover.com
Andersen Takes Troubled B2B Incubator into its Fold
Markets and Exchanges, by Jim Banks
November 16, 2000
c.moreover.com
Antitrust Issues Loom Over B2B
E-Commerce Times, by Clare Saliba
November 16, 2000
c.moreover.com
Head-On Collision
CNET News.com, by Rachel Konrad
November 15, 2000
news.cnet.com
Commentary: Covisint has hurdles, but payoff could be grand
CNET News.com, by Thilo Koslowski, Gartner Analyst
November 15, 2000
c.moreover.com
Market Muscles
CIO Magazine, by Steve Ulfelder
November 15, 2000
cio.com
'Music Pirates' Are Growing Up, Looking For B-To-B Plays
InformationWeek, by David M. Ewalt and Reuters
November 15, 2000
c.moreover.com
Insurers Launch Healthcare Exchange
Line56, by Demir Barlas
November 15, 2000
c.moreover.com
+-------------+-------------AD-------------+-------------+
Ground Zero 4 at the Bonaventure Hotel in Los Angeles, December
4-7 will set the stage for the next generation of B2B e-commerce.
GZ4 will bring together e-commerce executives, Net markets, BAMs
and coalition marketplaces. 100 speakers, from companies including:
Cargill, DoveBid, e2Open, FacilityPro, Forest Express, fsXchange,
GoldmanSachs, Global Healthcare Exchange, Grainger, Morgan Stanley,
Omnexus, Scient and more . . . . For more information and registration,
go to: nmm.com
+-------------+-------------AD-------------+--------------+
B2B Headlines: Red Hat's Indian Venture
Computer Reseller News, by Kelly Gollobin
November 15, 2000
c.moreover.com
Oracle partners with Citigroup for B2B exchange
Computerworld, by Maria Trombley
November 15, 2000
c.moreover.com
New Foxboro I/A Series Plugged-In modules simplify migration from legacy Westinghouse WDPF systems
Plant Automation, by Jim Lardear
November 15, 2000
c.moreover.com
B-to-b trading exchange EHitex names CEO
UpsideToday, by Adam Feuerstein
November 15, 2000
c.moreover.com
B-to-b startup raises $14M to eliminate paper checks
UpsideToday, by Adam Feuerstein
November 15, 2000
c.moreover.com
Managed-Care Firms Detail Plans For Web-Based Processing Network
Wall Street Journal, by Ann Carrns
November 15, 2000 (subscription required)
c.moreover.com
IT Capital to continue B2B spending
Australian Financial Review, by Ben Power
November 15, 2000
c.moreover.com
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Capitalize on valuable networking and deal-making
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Bonaventure Hotel in LA, December 4-7 | 85 sponsors and exhibitors
Platinum sponsors: Ariba, Computer Associates, CSC, ePropose, Exterprise,
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FreeMarkets Enters Japan Venture
Line56, by Richard Brown
November 14, 2000
c.moreover.com
mySAP Tailored for Aerospace Exchange
Line56, by Elspeth Wales
November 14, 2000
c.moreover.com
Legal Exchange Lays Down The Law
Line56, by Stephanie Bruzzese
November 14, 2000
c.moreover.com
WebMD Falls on Q3 Loss
E-Commerce Times, by Nora Macaluso
November 14, 2000
c.moreover.com
Best (and Worst) Practices in B2B Online Marketing
B2BMarketingBiz.com, by Craig Lakey
November 14, 2000
c.moreover.com
Startups push Internet as a helpful b-to-b tool
UpsideToday, by Adam Feuerstein
November 14, 2000
c.moreover.com
e-marketplaces: Just an illusion?
ZDNet Australia, by Megan McAuliffe
November 14, 2000
c.moreover.com
FreeMarkets, Mitsubishi form Internet auction venture in Japan
Detroit Free Press, by Ashley Gross
November 14, 2000
c.moreover.com
Braziel staying put at Altra Energy Technologies
UpsideToday, by Adam Feuerstein
November 14, 2000
upside.com
EDS, Ariba b-to-b venture in trouble
UpsideToday, by Adam Feuerstein
November 13, 2000
c.moreover.com
FreeMarkets enters Japanese b-to-b market
UpsideToday, by Adam Feuerstein
November 13, 2000
c.moreover.com
B-to-b software firm Datasweep raises $30M
UpsideToday, by Adam Feuerstein
November 13, 2000
c.moreover.com
BtoB Commerce and Application's MarketView
November 13, 2000
Yankee Group
c.moreover.com
NTE, FleetXchange form business and Web alliance
Logistics Online, by Michael Lear-Olimpi
November 13, 2000
c.moreover.com
Net2Phone Rolls Out B2B VoIP Products
AtNewYork, by Christine Gordon
November 13, 2000
c.moreover.com
B-to-b software firm Datasweep raises $30M
UpsideToday, by Adam Feuerstein
November 13, 2000
c.moreover.com
B2B Marketplace - Carriers covet online exchange business
Total Telecom, by Joanne Taaffe
November 13, 2000
c.moreover.com
After B2B, Ventro looks to future growth
Boston Globe
November 13, 2000
c.moreover.com
EDS, Ariba b-to-b venture in trouble
UpsideToday, by Adam Feuerstein
November 13, 2000
c.moreover.com
E-Commerce: Revenue Growth For B2B Firms Skyrocket
Entrepreneur.com
November 13, 2000
c.moreover.com
Moneyextra swaps B2C for B2B
Daily Deal, by Joshua Jaffe
November 13, 2000
c.moreover.com
Peer-to-Peer Infrastructure Attracts Cambrian Ventures
Wall Street Journal, by Jennifer Rewick
November 13, 2000 (subscription required)
c.moreover.com
'Peer-to-Peer' Connections Make a Smarter Internet
Wall Street Journal, by Thomas E. Weber
November 13, 2000 (subscription required)
c.moreover.com
Why B2B is the place to be
Financial Times, by James Harding
November 12, 2000
c.moreover.com
B2B more important than 'a bunch of idiot dot coms' going out of business
iTnews, by Rob Irwin
November 11, 2000
c.moreover.com
Microsoft B2B bundle
IT Week
November 11, 2000
c.moreover.com
Wanted: A Net Marketplace Model That Works
Planet IT, by Antone Gonsalves
November 10, 2000
c.moreover.com
Online Asset Exchange in LatAm
Line56, by Demir Barlas
November 10, 2000
c.moreover.com
Euronext Makes Splash in B2B Market via ATOS I.T. Unit
Wall Street Technology, by Robert Sales
November 10, 2000
c.moreover.com
<-------------About Portal-V
Portal-V News is a weekly compilation of net market news, containing a listing of relevant news coverage from that week in the area of net market makers, vertical portals and B2B trends. Portal-V is brought to you by Net Market Makers (http://www.nmm.com), the hub for B2B e-commerce, and now part of Jupiter Communications.
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Portal-V News is sent to subscribers each Friday. Please feel free to email tim@stencilgroup.com directly with any suggested articles.
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