Basic Principles:
- Price changes are directly determined by divisions
- Communication to customers involves Sales Reps and Sales Ops teams
- Determined by account status (key vs non key), divisional direction and customer’s required communication method
- Every customer has a Price Change Notice Required (Days) setting on the customer record
- Some are upwards of 120 days, which often results in not being able to implement price changes uniformly on the same day or all customers
- Always include customer item number (CID) in supporting files provided to customers
Craft & Hobby (including Sulyn)
- Record price change notification in division folders
- Generally, the notification details out key customers to contact
- If not provided by division, request letter from division explaining price increase to provide to customers
- Sales Rep handles key account communication and will forward requests for additional forms to Sales Admin
- Non-key customers are not formally notified
- Run saved search for Sales History (12 months) and Price Change Notificaiton to determine if any non-key customers have recently purchased an affected item and have a formal process
Mercury & Seward
- Record price change notification in division folders
- Generally, the notification details out key customers to contact
- If not provided by division, request letter from division explaining price increase to provide to customers
- Sales Rep handles all communication and will forward requests for additional forms to Sales Admin
- Sales Ops handles forms required by customer and provides to Sales Rep to submit to customer or submit directly in customer portal
- Sales Ops does not direclty communicate price change to customers
COP (including Bluelounge)
- Record price change notification in division folders
- Run Sales History search to determine customers to contact
- All customers who have purchased within the past 12 months get notified
- If not provided by division, request letter from division explaining price increase to provide to customers
- Sales Rep handles communication directly to customer, Sales Admin provides supporting docs
- Most key accounts have a portal and Sales Admin submits all required info for price change
- Sales Ops communicates price change to non-key customers via email, generally in large BCC groups
Floating Luxuries
- Record price change notifications in division folders
- All customers who purchase open stock items are contacted, typically via mass email created by graphics
- Sales Admin submits documentation to key customer portals (Frontgate, etc.)
- Sales Rep (Charlie) handles key customers that receive customer specific pricing
- Generally, price changes can be implemented on a uniform date across all customers
Sales Ops currently not involved in external price change process for the below divisions:
- Art101
- Wyla
- ADVII
