In this white paper, I wish to discuss the impact of bulk orders placed by resellers on item availability, customer CSAT and impact to the business. The paper outlines challenges and solution approach taken to make items on promotion available to individual customers and have better selling agreements with resellers; it is intended for folks who manage/design order processing on eCommerce website and product team who manage item inventory and purchase ordering.
Ever wondered what you can do to prevent customers from leaving your checkout prematurely? These 6 tips will help prevent that from happening to your Ecommerce business.
Shareholders vs Customers: Now is the time for a balanced equation in retailQuantum Retail
he credit crunch is cementing itself into its second year. It’s apparent that households on both sides of the Atlantic are now feeling the pinch brought about by a soaring cost of living, weak income growth, falling house prices and rising mortgage bills. Retailers’ expectations of future sales are now at a record low. In the US, the clampdown on credit has hit consumers hard – and retailers are feeling the effect as people have no more instant money to turn to and are now resorting to the old fashioned process of budgeting what they have, instead of spending on future income.
Does Your Fulfillment Services Provider Meet Your Business Requirements Durin...fulfillmentservices
http://www.ifssolutions.com the leading provider of fulfillment services. Your Fulfillment Services Provider Meet Your Business Requirements During Crunch Timep
Ever wondered what you can do to prevent customers from leaving your checkout prematurely? These 6 tips will help prevent that from happening to your Ecommerce business.
Shareholders vs Customers: Now is the time for a balanced equation in retailQuantum Retail
he credit crunch is cementing itself into its second year. It’s apparent that households on both sides of the Atlantic are now feeling the pinch brought about by a soaring cost of living, weak income growth, falling house prices and rising mortgage bills. Retailers’ expectations of future sales are now at a record low. In the US, the clampdown on credit has hit consumers hard – and retailers are feeling the effect as people have no more instant money to turn to and are now resorting to the old fashioned process of budgeting what they have, instead of spending on future income.
Does Your Fulfillment Services Provider Meet Your Business Requirements Durin...fulfillmentservices
http://www.ifssolutions.com the leading provider of fulfillment services. Your Fulfillment Services Provider Meet Your Business Requirements During Crunch Timep
Using Transparency as a Competitive Advantage - Winning Strategies for Today’...Jim Radogna
Auto dealers are constantly looking for ways to get an edge in the digital age, yet many continue to follow the same sales and advertising practices that they’ve been using for decades. Let’s face it, consumers have access to much more information, and choices, than ever before. In the past the dealer controlled all of the information, but today it’s just the opposite. Any information you offer is now carefully scrutinized and validated by a vast amount of online data. As a result, the likelihood of old-school sales practices backfiring has increased substantially. In this dynamic session, I’ll be discussing ways to break down deep-rooted stereotypes and embrace the transparency that consumers have been begging for. A transparent business model can greatly enhance your sales, reputation, customer retention, and bottom line. You’ll find that customers will actually be willing to spend more when they feel they’re buying from a business they can trust.
Cross-Selling & Up-Selling with Miller Heimansarahlmilligan
These slides were originally presented by Rich Blakeman, sales vice president for Miller Heiman, in a presentation, Cross-Selling & Up-Selling:Uncovering Hidden Opportunities, to the San Francisco Chamber of Commerce, Tuesday, July 14, 2009.
The Missing Piece to Conversion Rate OptimizationValentin Radu
We all want to maximize the impact from A/B testing. Yet, you’re still coming up with ideas and test hypotheses using conversion rate optimization best practices, user experience tricks and on page tactics, that only get you a marginal lift. What you’re missing is a deep understanding of the marketplace. In this session, you’ll learn how to evaluate your product market fit and apply market insight to your CRO testing approach.
If you want to see the video recording, head to https://www.youtube.com/watch?v=vX1UreOI9CQ
Check our blog as well for more webinars and conversion rate topics. https://blog.omniconvert.com/
PureProgression – Email marketing in a post GDPR world, email list growth & p...Pure360
Our 2nd PureProgression workshop of 2018, was held in London on 16th May 2018.
This workshop focused on email marketing in a post GDPR world. We discussed areas you should be considering, how to grow your email lists and we took an in-depth look at the increasing importance of intelligent email personalisation.
Our Customer Success and Account Management team were on hand to help work towards our customers objectives. We outlined best practice and gave valuable insight into how to utilise personalisation and grow our customers email list, whilst adhering to the new GDPR legislation*.
The workshop covered:
- Tactics on how to optimise sign up forms and grow your email lists organically post GDPR
- Expert advice on how to grow your email list
- How to use personalisation to add real value to your customer experience
- Practical examples of next level personalisation any business can implement
- Plus much more hands-on strategy and practical advice
*Please note that our advice on GDPR compliance is only for best practice and should not be considered legal advice.
Did you know acquiring a new customer can cost 6 to 7 times more than retaining an existing one? This presetnation explores how retailers can apply audience measurement and analytics to successfully win back dormant customers.
A Beginner's Guide to Dropshipping from ChinaShirley Shi
Dropshipping is the retail strategy of the future. With a global economy fueled by E-commerce and world-wide delivery services, people can retail goods from anywhere, to anywhere. Dropshipping makes that possible by putting products into your power even if you don’t have them in your hand.
Technology is quickly changing the face of retail delivery. The customer experience is increasingly remote. In this new environment how are financial institutions going to establish meaningful personal relationships that are so important to cross selling? How are they going to build the emotional connections that drive customers to them for future needs?
This was an award winning presentation from TEC (The Executive Committee) a global organization of CEOs. Duane presented this seminar to CEOs throughout the country, who gave it rave reviews for simple techniques to grow their businesses.
You will learn the principles of customer retention and formula for calculating the lifetime value of a customer.
Many B2B companies pride themselves on building personal relationships
with their customers. But as one global leader in specialized environmental
services has discovered, relationship building in the B2B space is shifting rapidly.
How to Leverage your Amazon Holiday Sales for a Profitable 2015 FeedVisor
The selling potential for Amazon sellers is massive over the Holiday Season. But what happens once Christmas ends? How do you carry over your Christmas success?
Did you know that you can use your Christmas sales to advance your sales figures in the New Year?
Join Feedvisor’s Director of Marketing, Shmuli Goldberg, and SellerLabs’ Co-Founder, Brandon Checketts, for expert advice on the strategies you can implement today to ensure your 2014 Holiday momentum carries forward into 2015. They’ll be discussing advanced tactics to increase sales and improve your bottom line.
Webinar Highlights:
- Amazon revenue forecasts for 2015 and what this means for you
- The Amazon Buy Box and its impact on sales
- How to use the Feedback and Pricing metrics to your advantage
- Tactics you can implement today to make more profit
This three part series provides a complete overview of End-to-End Customer Engagement and reveals the proven best-practices of In-Store Clienteling; Multi-Channel Campaign Management and Analytics; Ecommerce and Consumer-Facing Digital Technologies.
PART 1: In-Store Clienteling
The panel of industry experts offer an informative, in-depth look at In-Store Clienteling including:
• Clienteling defined: the trends and technologies of In-Store Clienteling
• Managing the shift in the retailer-customer relationship
• Culture change: techniques for creating a Clienteling culture
• Implementation: best-practices in capturing, converting and keeping customers
• Calculating the ROI: real-world examples
• Clienteling outlook: what the future has in store
For more classes visit
www.snaptutorial.com
1. The term “receivables” refers to
cash to be paid to debtors.
merchandise to be collected from individuals or companies.
cash to be paid to creditors.
amounts due from individuals or companies.
4 Techniques to Succeed in Retaining your CustomersM-Connect Media
Customer Retention Plan - To own a profitable business is in either in your hands or in your customer’s hands. Yes, this is true. You own a business to help the customers in some or the other way. Customers may have different options for the same thing and if they choose you then it means they bring business for you. And it is up to you how to retain them and bring them back to you again and again. See some strategies to do so.
Using Transparency as a Competitive Advantage - Winning Strategies for Today’...Jim Radogna
Auto dealers are constantly looking for ways to get an edge in the digital age, yet many continue to follow the same sales and advertising practices that they’ve been using for decades. Let’s face it, consumers have access to much more information, and choices, than ever before. In the past the dealer controlled all of the information, but today it’s just the opposite. Any information you offer is now carefully scrutinized and validated by a vast amount of online data. As a result, the likelihood of old-school sales practices backfiring has increased substantially. In this dynamic session, I’ll be discussing ways to break down deep-rooted stereotypes and embrace the transparency that consumers have been begging for. A transparent business model can greatly enhance your sales, reputation, customer retention, and bottom line. You’ll find that customers will actually be willing to spend more when they feel they’re buying from a business they can trust.
Cross-Selling & Up-Selling with Miller Heimansarahlmilligan
These slides were originally presented by Rich Blakeman, sales vice president for Miller Heiman, in a presentation, Cross-Selling & Up-Selling:Uncovering Hidden Opportunities, to the San Francisco Chamber of Commerce, Tuesday, July 14, 2009.
The Missing Piece to Conversion Rate OptimizationValentin Radu
We all want to maximize the impact from A/B testing. Yet, you’re still coming up with ideas and test hypotheses using conversion rate optimization best practices, user experience tricks and on page tactics, that only get you a marginal lift. What you’re missing is a deep understanding of the marketplace. In this session, you’ll learn how to evaluate your product market fit and apply market insight to your CRO testing approach.
If you want to see the video recording, head to https://www.youtube.com/watch?v=vX1UreOI9CQ
Check our blog as well for more webinars and conversion rate topics. https://blog.omniconvert.com/
PureProgression – Email marketing in a post GDPR world, email list growth & p...Pure360
Our 2nd PureProgression workshop of 2018, was held in London on 16th May 2018.
This workshop focused on email marketing in a post GDPR world. We discussed areas you should be considering, how to grow your email lists and we took an in-depth look at the increasing importance of intelligent email personalisation.
Our Customer Success and Account Management team were on hand to help work towards our customers objectives. We outlined best practice and gave valuable insight into how to utilise personalisation and grow our customers email list, whilst adhering to the new GDPR legislation*.
The workshop covered:
- Tactics on how to optimise sign up forms and grow your email lists organically post GDPR
- Expert advice on how to grow your email list
- How to use personalisation to add real value to your customer experience
- Practical examples of next level personalisation any business can implement
- Plus much more hands-on strategy and practical advice
*Please note that our advice on GDPR compliance is only for best practice and should not be considered legal advice.
Did you know acquiring a new customer can cost 6 to 7 times more than retaining an existing one? This presetnation explores how retailers can apply audience measurement and analytics to successfully win back dormant customers.
A Beginner's Guide to Dropshipping from ChinaShirley Shi
Dropshipping is the retail strategy of the future. With a global economy fueled by E-commerce and world-wide delivery services, people can retail goods from anywhere, to anywhere. Dropshipping makes that possible by putting products into your power even if you don’t have them in your hand.
Technology is quickly changing the face of retail delivery. The customer experience is increasingly remote. In this new environment how are financial institutions going to establish meaningful personal relationships that are so important to cross selling? How are they going to build the emotional connections that drive customers to them for future needs?
This was an award winning presentation from TEC (The Executive Committee) a global organization of CEOs. Duane presented this seminar to CEOs throughout the country, who gave it rave reviews for simple techniques to grow their businesses.
You will learn the principles of customer retention and formula for calculating the lifetime value of a customer.
Many B2B companies pride themselves on building personal relationships
with their customers. But as one global leader in specialized environmental
services has discovered, relationship building in the B2B space is shifting rapidly.
How to Leverage your Amazon Holiday Sales for a Profitable 2015 FeedVisor
The selling potential for Amazon sellers is massive over the Holiday Season. But what happens once Christmas ends? How do you carry over your Christmas success?
Did you know that you can use your Christmas sales to advance your sales figures in the New Year?
Join Feedvisor’s Director of Marketing, Shmuli Goldberg, and SellerLabs’ Co-Founder, Brandon Checketts, for expert advice on the strategies you can implement today to ensure your 2014 Holiday momentum carries forward into 2015. They’ll be discussing advanced tactics to increase sales and improve your bottom line.
Webinar Highlights:
- Amazon revenue forecasts for 2015 and what this means for you
- The Amazon Buy Box and its impact on sales
- How to use the Feedback and Pricing metrics to your advantage
- Tactics you can implement today to make more profit
This three part series provides a complete overview of End-to-End Customer Engagement and reveals the proven best-practices of In-Store Clienteling; Multi-Channel Campaign Management and Analytics; Ecommerce and Consumer-Facing Digital Technologies.
PART 1: In-Store Clienteling
The panel of industry experts offer an informative, in-depth look at In-Store Clienteling including:
• Clienteling defined: the trends and technologies of In-Store Clienteling
• Managing the shift in the retailer-customer relationship
• Culture change: techniques for creating a Clienteling culture
• Implementation: best-practices in capturing, converting and keeping customers
• Calculating the ROI: real-world examples
• Clienteling outlook: what the future has in store
For more classes visit
www.snaptutorial.com
1. The term “receivables” refers to
cash to be paid to debtors.
merchandise to be collected from individuals or companies.
cash to be paid to creditors.
amounts due from individuals or companies.
4 Techniques to Succeed in Retaining your CustomersM-Connect Media
Customer Retention Plan - To own a profitable business is in either in your hands or in your customer’s hands. Yes, this is true. You own a business to help the customers in some or the other way. Customers may have different options for the same thing and if they choose you then it means they bring business for you. And it is up to you how to retain them and bring them back to you again and again. See some strategies to do so.
With the rapidly growing business environment, the demand for purchasing officers is also rising in every business sector. Boosting the efficiency of your procurement will result in cost savings to your organization.
Perhaps, the procurement manager shall apply straightforward attributes and strategies with a specific end goal to procure goods at lower rates.
Here are some of the tips we would recommend if you are looking for solutions to boost your procurement efficiency.
By: https://mavenvista.com/
"Understanding Your Customers" by TechColumbus CEO Tom Walker is compact (kind of like an elevator speech). With a little touch of philosophy, it is full of actionable tips that entrepreneurs can put to practical use now.
Drop shipping is a simple enough concept: You set up an
ecommerce store and use suppliers to fulfil your orders and
ship them out to your customers.
https://www.ielevate.in/
Remodista RetailSource Paper - The Seamless Commerce ExperienceRemodista
A customer journey describes how a customer travels from point of entry to point of sale, but with today’s technology-driven upheavals in consumer behavior, the path can take many twists and turns through virtual and in-person experiences—it’s not a straight line. We struggle with the multiple channels, the numerous points of entry and the endless technology changes as buyers come in to the funnel. But have we thought enough about where the money actually exchanges hands (or exchanges accounts)?
Customers don’t just buy when they’re standing at the cash register in a brick-and-mortar store—mobile technologies and online commerce empower our customers to make purchases wherever and whenever they choose. At Remodista, we know we’ve got to stay on our toes to understand how technology is revolutionizing purchasing habits. Luckily, technology is simultaneously handing retailers a game-changing tool: big data.
DropShipping can increase profits with minimal time & money investment required. Here’s why we love it, & how Avasam can help sellers succeed. DropShipping is a retail fulfillment method where a retailer/seller, whether online, offline or both, ideally does not hold stock.
1. 1 | P a g e B u l k O r d e r M a n a g e m e n t
White Paper
Bulk Order Management - Individual Customers Vs Resellers
Ramesh Yelamali, Nov 2016
In this white paper, I wish to discuss the impact of bulk orders placed by resellers on item availability,
customer CSAT and impact to the business.The paper outlines challengesandsolution approachtaken
to make items on promotion available to individual customersand havebetter selling agreementswith
resellers; it is intended for folks who manage/design order processing on eCommerce website and
product team who manage item inventory and purchase ordering.
When working as part of Fraud Mgmt team, we were observing multiple orders being placed by the
same customer(s),with high quantity of individual items. Those orders were legitimate; valid payment,
valid billingandshipping addresses.It’s allgood,right?More sales,better business.Diggingdeeper into
analytics and connecting dots, we saw how it was impacting business and customer CSAT.
For any successful e-Commerce website, there are two primary factors to attract customers –
Availability andPricing. Yes, there are other aspects suchas speed of delivery, promotions,returnsand
others. Most e-commerce websites and retailers run pricing promotions to attract customers, make
more sales and try to retain customers by enrolling in loyalty/rewards.
However, if customersexperience frequent out-of-stock on items or see higher prices compared to the
competitor’s website, you will likely see drop in customer traffic and also CSAT. In today’s world,
customers have tools and apps to compare item prices across sellers. They have easy access to item
pricing information. Online returns are not scary anymore; most retailers support returns with fewer
restrictions. So customers go and shop where they get the best price for the item without worrying
much about seller credentials. In my opinion, the only time any customer would place order paying a
higher price for an item, is when they are using their reward points.
To win customer traffic, most retailers match prices. Now the variable is promotions provided by
manufacturers. There will be flash sales and promotions and all those gimmicks to attract customers.
How many times have you unsubscribed to advertising emails? Check Kohl’s or Overstock.com. You
get a blast of emails with 10% to 20% discounts.
In order to support promotions, product teams keep applying discounts and price adjustments for all
sale events throughouttheyear. I haveexperienced instanceswhere wrongitems were marked down,
and items got sold out. Remember there are social sites distributing news of your item being marked
lower, and most customers are glued to their mobile devices to see the news.
Bulk ordersare one of those factorsthat influence item availability. Bulkorders, by definition, are those
orders whose item quantity is more than what a regularcustomer would expect to buy. Quantity may
vary by item types. Customer may buy one or two shoes (same SKU), but may buy a dozens of
toothbrushes or soaps.
What if you see customerplacing order for 100shoes of same SKU? How about same customer placing
multiple orders for same SKU with quantity 50? Let me introduce to “resellers.” When resellers buy
items in bulk with the goal to resell, your individual customers are deprived of those items.
2. 2 | P a g e B u l k O r d e r M a n a g e m e n t
Resellers take advantages of your hard work; you negotiated the price with brands and marketing of
item. You provide free shipping. Resellers get those items delivered free of cost and resell for a higher
price. Worse thanthat, they took the opportunityfrom your loyal / regularcustomersfrom purchasing
those items on your site impacting customer satisfaction.
Unlike going to the physical store and fighting for promotional item purchases, it’s super easy to buy
items on sale online. Those items that are on a bargain deal, will go out of stock in mins. And when
resellersplace bulkorders, individual customershave slim chance to get any of those items thatare on
promotion.
Following pages of this paper will discuss the solution approach to put in place.
Above picture shows the workflow changes we put in place to addressbulk ordersplaced by resellers.
It was an easy and quick win for us.
When an order is successfully placed, identify if order qualifies as a ‘bulk order’. (It could be from
website or from Fraud queue) If yes, route the order to appropriate processing queue, where human
intervention is required. Call center team or Purchase Order Mgmt team are the ones who would be
subscribed to bulk order queue. They get notified of the order. They will either –
1. Contact the customer and identify if its individual customer or reseller
2. Mark the order to proceed ahead without any changes OR
3. Cancel the order OR
3. 3 | P a g e B u l k O r d e r M a n a g e m e n t
4. Cancel the order and place new order on behalf of the reseller. New order will benefit both –
a. Your organization can make better pricing / shipping agreements with the seller
b. Seller gets better relationship and contacts to place future orders.
c. More Individual customers get a chance to buy promotional items and improve CSAT.
Some of the design considerations to consider –
1. Establish a thresholdfor Style/SKUs to classify as bulk orders. When a customer places order
beyond those thresholds,thoseorders are marked as bulkorders by the system.
a. Build a portalfor the Productteam to set these thresholdsinsteadof engineering
team updating thosethresholds.Mostof the time, when new productsare procured,
they will have contractsto limit the quantity to sellto preserve pricing/promo values.
2. Bulk ordersdo notplace hold on item inventory when an order is submitted.
a. Do not take the item inventory out. These ordersmay not get fulfilled andmay take
few days to finalize. When finalized, you will have new delivery dates set.
3. PO team gets notified of the bulkorder.
a. PO team contacts the customer.
b. Evaluatesif the customeris genuine individual customer or reseller
i. Did this customer placing orderfirst time or placed similar ordersbefore?
c. Negotiate better deal with reseller
i. Better pricing
ii. Shipment charges
iii. Dropship dates
iv. Advance PO to manufacturer
d. Fraudcheck
i. Violation of manufactureragreements
ii. Items soldout of country
e. Decide to let the order continue to be processedas one of exception. Youmay break
the order to subordersto meet shipping andavailability needs.
4. Dashboardand Monitoring
a. Monitor how longthose orders are placed in the queue andhow quickly there were
resolved.
b. Measurehow “seller”network was builtaroundyour organization
Groups primarily involved in design and implementation of this feature would be –
1. Website team, which messages correctlyfor bulkordersafter beingplaced and/ orroutingthose
orders to special queue
2. Order Mgmt team, who sets up special queues for processing bulk orders and converting them
to regular orders
3. Call center team, who acts on bulk orders and reaches out to those customers.
4. Product/Purchase Ordering team who negotiates better deal with resellers and fulfilling bulk
orders
5. Fraud Mgmt team, who may flag multiple orders being placed by a customer
What are some of the challenges?
1. Defining what quantity is considered as bulk order for different Style/SKUs
2. Excluding Style/Skus from bulk order consideration.
3. Mixed bag; single order containing both single and bulk items.
4. 4 | P a g e B u l k O r d e r M a n a g e m e n t
4. Org support –Callcenter and PO team to be able to act on bulkordersand take decision quickly.
5. Auto release of bulk orders if not performed within defined SLA
Bulk order management is not to stop those orders or to prevent business with resellers; but to have
better pricing and shipping agreements with those resellers and take care of individual customers. If
many of those resellers end up canceling the order because they don’t get the deal, then there is
nothing to lose. (Unlessthose items were marked for liquidation). In fact, you are making those items
available to your individual customers who are loyal to your site.
However, you will see few of bulkorder customers, who will be happy to work out a deal with you; it’s
less hassle for them to place multiple orders and better relationship with your organization for
purchasing and reselling the items.
After we had implemented the solutionapproach, we saw improvement in customerCSAT and few
successful agreementswith resellersto manage bulkorders. One reseller thankedus for helping him to
place a single orderinstead of multiple ordersto overcome item quantity thresholdlimit.
On the closing note, this implementation was influenced by strongcustomer focused call center and
Fraudteam who respondedto individual customerfeedback.