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Once again, you are splitting the argument into two parts. On the one hand, there is the factual debate, for which you provide very little evidence despite making very strong claims of fact that could be readily cited properly evidenced, though I will of course the points you do mange to make. On the other hand lies the bulk of your argument, which is full of personal assumption and thinly (if at all) veiled invective and accusation, making

During the timeframe of the case study, Williams-Sonoma is creating a multi-channel based business model that lacks the level of integration between online and brock-and-mortar stores to scale profitably. While the sales are increasing quickly for Williams-Sonoma, Pottery Barn and outlet stores, there is little evidence of online buying behavior driving in-store purchases. Worse yet, there is no indication that the high-end stores in their business are enjoying greater sales as a result of their e-comemrce sites. Without a concerted strategy to drive greater upsell and across channels, Williams-Sonoma will eventually end up being two or more companies. This is exactly why the industry they compete in is also following this growth trajectory; the attempts to focus on several segments at the same time is diluting focus on the selling cycle of customers. Retailers need to realize that the more effectively they manage the selling process both on- and offline as a single, unified strategy, the more profitable over the long-term they will be (King, Sen, Xia, 2004). The case indicates that there are fundamental shifts in how customers are choosing to shop online. The prevalence of social media is a case in point. As customers are increasingly relying on the most trusted sources of information, often their personal networks on Facebook, LinkedIn, Twitter and other social networking sites, to drive their purchasing (Bernoff, J., & Li, 2008). Williams-Sonoma is not taking into account the communitization of their customer base, but rather assuming no interaction between online and offline customers. This is going to drive the company to operate as several different businesses over time. By better managing the entire purchasing process across both online and offline channels, Williams-Sonoma will gain a significant competitive advantage in the market. Today they are encouraging a bifurcated, fragmented view of their channels. By aligning online and offline strategies to a common objective or goal, the company will be able to better manage costs and predict revenue and profits more effectively. In devising and managing a multichannel strategy that involves online shopping and the potential for offline purchasing, retailers are discovering that the decision processes consumers use are changing quickly and significantly in favor of the Web as a product comparison tool (Reynolds, 2002). Williams-Sonoma will be able to unify their online and offline strategies through the more effective use of social media as well, creating a unique and highly differentiated customer experience in the process (Bernoff, J., & Li, 2008). In five years if these changes are made Williams-Sonoma will be able to challenge Amazon and other larger and more diverse competitors with a highly effective, unified e-commerce strategy that interlinks directly to their retail outlets. If they do nothing they will end up just as fragmented as the market they are competing in today, forced to eventually spin off specific retail divisions or store chains that no longer make sense for how far customers have changed in their decision-making and purchasing criteria. The bottom line is that how, where and who customers trust for information is changing much more rapidly than the Williams-Sonoma existing channel architecture and e-commerce strategies can allow for.

The disruptive nature of social networks and their effects on marketing are revolutionizing every aspect customer relationships, including the re-ordering of marketing sales and services strategies. In aggregate social networks are bringing an entirely new level of insight and intelligence into how permission marketing, information acquisition and e-commerce strategies can be accomplished. The highest-performing marketing and sales organizations have successfully integrated the intelligence and insight gained from social networks via analytics and customer listening systems to better tailor selling, product and services strategies (Bampo, Ewing, Mather, Stewart, Wallace, 2008). Social networks have emerged as one of the most important and powerful platforms for aligning permission marketing to customer interest, segment and needs than any other development of the last decade. The insights gained from social networks in these areas are also completely revamping e-commerce strategies with much higher levels of personalization and more adept and agile multichannel marketing and selling strategies as well. The intent of this analysis is to analyze and evaluate how social networks are completely re-ordering the nature of customer relationships. The nascent yet very rapid growth of Social Customer Relationship Management (SCRM), which is the combining of social networking-based prospect and customer information with the more structured and mature traditional CRM platforms is serving as the basis for many company's strategies in permission marketing, information acquisition and e-commerce strategies (Cooke, Buckley, 2008). The mercurial nature of social networks however has made it difficult for companies to gain greater insights into their customer bases. The reliance on advanced analytics in SCRM and CRM systems has made the task of completing permission marketing achievable. Social networking has however changed the entire dynamic of relationships with prospects, customers and the general public, infusing a much greater level of transparency and authenticity into the process. Ironically the majority of marketers aren't using social networks to listen and respond to customers, creating more effective relationships in the process. Instead the majority of marketers are relying on social networks and their many channels they represent to communicate un-directionally, going so far as to spam prospects and customers alike. What's needed for marketers to drive greater value from social networks is the ability to listen, create trust and sustain strong communication with prospects, customers and stakeholders throughout their spheres of influence. Marketers from both Business-to-Business (B2B) and Business-to-Consumer (B2C) companies have the potential to completely revolutionize their marketing, selling, service and long-term profitability by concentrating on these fundamentals (Doyle, 2007). The best practices of creating a very open, transparent and responsive level of communication throughout social media channels and across social networks permeate the companies getting the best results from these strategies. Consequently, their efforts at permission marketing, customer information acquisition and broader e-commerce strategies are significantly more successful (Harris, Rae, 2009). Companies excelling in this dimension of unifying social networks, permission marketing and customer information acquisition then driving effective e-commerce strategies include Amazon.com, Dell, Southwest Airlines and others who all have integrated social networks into their broader CRM platforms and strategies. Each of these companies have entire staffs dedicated to supporting their social CRM efforts and strategies, while also integrating unique customer data, managing ongoing marketing campaigns and responding to customer service requests that are initiated over social media channels. The net effect of this approach has been to galvanize the effectiveness of these social media channels for these companies (Jones, 2002). The best practices shown by Amazon.com, Dell, Southwest Airlines and others in this area of social networking is also showing that social networks can become a main part of any global, multichannel management selling and service strategy.

Global Corporate Strategy: Continental AG

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