Free Download:
2021 State of Technology in Distribution
Automating the Customer Journey
Digitally mature competitors are gaining share, and customers are quickly shifting to digital shopping and buying. That disruption has accelerated, with marketplaces proliferating, and product availability and fulfillment now commoditized. Supplier power is growing, and with it, a growing risk of forward integration and preference for alternate channels.
Those who win in this market will prioritize and deploy new technologies to support the customer journey. In this free report, we reveal the results of our research into how distributors are automating the customer experience, from when customers begin looking for solutions through fulfillment, delivery, payments and any related support and services.
Download this free report on the State of Technology in Distribution to learn:
- How distributors anticipate ongoing, rapidly changing technologies will affect them
- How distributors are using core technologies like ERP, CRM and Business Intelligence in their businesses
- How and where distributors plan to adopt new technologies such as item recognition and invoice automation at each stage of the customer journey
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Authors
Robert Kelley,
CFA
Partner
Robert Kelley has had an extensive career with high-growth companies from venture-capital backed high-technology startups to large public corporations. He has been the founding Chief Technology Officer (CTO) and VP Engineering for Pyramid Technology — one of the leading computer manufacturers now part of Fujitsu Siemens, Decisionism — an early data warehousing and business analytics companies acquired by Broadbase/Kana, and Crosswalk, Inc. and early high-performance grid storage vendor, as well as VP Strategic Marketing.
At Distribution Strategy Group, Rob creates quantitative analytics models and software applications used for pricing optimization, economic value models, competitive analysis, customer profiles and market segmentation. Rob has been a leader in developing and applying new technologies to a wide variety of business problems including supply chain, customer care, and decision support, and across multiple industries including telecommunications, media, healthcare, manufacturing and financial services. In addition to technology, engineering and marketing roles, Rob is a Chartered Financial Analyst (CFA) and has worked in mergers and acquisitions, strategic investments and regulatory valuations.
Jonathan Bein,
Ph.D.
Managing Partner
Jonathan Bein, Ph.D. has worked with many distributors to make their marketing a profit center. He has developed and applied analytic approaches for customer segmentation, customer lifecycle management, positioning and messaging, pricing, and channel strategy for distributors.
Prior to Distribution Strategy Group, Bein has successfully led and been part of executive management for software product and services companies in information technology, healthcare, and communications.