This video is presented by USeP’s Bachelor of Science in Computer Science student Kevin Mendez under Mr. ND Arquillano as a partial fulfillment for Elective 4 – Ecommerce. It talks about: Introduction of E-business and E-commerce E-commerce Fundamentals E-business Infrastructure E-environment Supply Chain Management E-marketing Customer Relationship Management Change Management Analysis and Design M-Commerce Management of Mobile Commerce Services
Introduction of E-Business and E- CommerceE Commerce stands for electronic commerce andcaters to trading in goods and services through theelectronic medium such as internet, mobile or anyother computer network. It involves the use ofInformation and Communication Technology (ICT)and Electronic Funds Transfer (EFT) in makingcommerce between consumers and organizations,organization and organization or consumer andconsumer.
Introduction of E-Business and E- Commerce: Beginnings First wave Mid-1990s to 2000: rapid growth “Dot-com boom” followed by “dot-com bust” 2000 to 2003: overly gloomy news reports Second wave 2003: signs of new life Sales growth Profits
Introduction of E-Business and E- Commerce• Traditional Commerce – Exchange of goods/services of at least 2 parties – Seller – Buyer – Activities as Business Processes• Electronic commerce – Defined as the use of electronic data transmission technologies to enhance business processes. – A subset of E-Business – More than shopping on the Web – Businesses trading with other businesses – Internal company processes
Introduction of E-Business and E- Commerce• Electronic Business – defined as the utilization of ICT in support of all the activities of business – more strategic focus – involves business processes spanning the entire value chain (inter and intra firm biz processes) • electronic purchasing • supply chain management • conducted using the Web, the Internet, intranets, extranets, or some combination of these.
E-commerce Fundamental The most important thing online is the user experience. It can be argued that everything else is secondary. Websites that frustrate will not endear your brand to prospective customers. Try to create an online experience where users can easily find and digest the information they need in order to proceed to the checkout. Solid ‘on-site search’ functionality is vital. You need good- quality metadata to make it work properly. One E-consultancy study showed that half of all site searches returned no results even where products were available. Madness. ‘Prompted search’ is a no-brainer (a la Google Suggest and Become.com). We published a buyers guide to site search tools.
E-commerce Fundamental Well-defined information architectureand intuitive navigation is essential. Studies have shown that most people are ‘cognitive misers’. In plain English: people don’t like to think. Keep this in mind when wireframing your site Clearly label categories and pages. Talk in the same language as your users. This language is the language of search. People will type in search queries that make sense to them – you need to mirror these search queries on your website (keywords in titles, body text, internal links, etc). Use keyword suggestion tools to figure out which terms are most- searched for. You should define a keyword strategy very early on – figure out the top 50 keywords/phrases that you want to rank well on.
E-commerce Fundamental Trust and credibility need to be reinforced, particularly in key purchase areas, and especially for new or unknown brands. This means testimonials, customer feedback, press cuttings. It also means highly visible contact details (telephone / email) and online customer support options (FAQ / help / delivery options). Prioritise the key information users look for during the purchase decision-making process. Price, features, delivery options and the buy now button all need to be placed above the fold. Above. The. Fold.
E-commerce Fundamental Minimise distractions – keep the user focused on the purchase or conversion goal. This means no flashing ads above the fold, among other things. It means up-selling and cross-selling at appropriate times, and not too early (to avoid confusing the user before they’ve fully bought into the purchase decision). Yes to white space and big fonts. No to clutter. Good copy. Copywriting is just as important online as it is offline. Be persuasive and add value where you can. Talk to the user as an individual. Think about what you would want to see, in order to proceed to the checkout. Use an active voice, not a passive one. Avoid jargon and marketese.
E-commerce Fundamental Images. Pictures might be very important to your customers, to help them evaluate products. In some sectors, images aren’t needed whatsoever. They are absolutely crucial in others. Optimize images for Google when you upload them. And compress them! Keep an eye on page weight – slow loading times can annoy and frustrate users (broadband connections help, but everything is relative…). Service the pre-purchase consumer. The e-commerce store is often a place for research (I almost always look at Amazon recommendations when buying any kind of product). Most people research products and services online prior to starting out on their purchase journey (in a separate session). When in pre-purchase mode users look for comparison tools to help them weigh up the options. If your competitors have better feature filtering tools then users may prefer to use their website. ‘Watchlists’ are a good idea too – encourage users to ‘save items to watchlist’, to start a relationship with them (a simple register user account may be needed here, but dont ask for much more than an email address at this point).
E-commerce Fundamental No alarms and no surprises. Always let the user know what to expect, especially when they’ve started to purchase. Go and see how Amazon does it. Transparency is very important (e.g., step 2 of 4). Highly visible support options. This is worth mentioning again in case you missed it earlier. It meansprominently-displayed telephone numbers, emails, online customer service tools, delivery tracking, and so on. This is absolutely vital, especially to first-time customers and non-savvy internet users, who may have a lingering mistrust of the internet.
E-Business Infrastructure E-Business Infrastructure is the architecture of hardware, software, content and data used to deliver e-business services to employees, customer and partners. Defining an adequate E-business infrastructure is vital to all companies adopting e-business as it affects directly the quality of service experienced by users of the system in terms of speed and responsiveness. A key decision with managing this infrastructure is which elements are located within the company and which are managed externally as third-party manages applications, data servers, and networks.
E-environment All businesses: Must comply with same laws and regulations Face same set of penalties Web businesses: two additional complicating factors Web extends reach beyond traditional boundaries Subject to more laws more quickly Web increases communications speed and efficiency More interactive and complex customer relationships
E-environment Web creates network of customers Significant levels of interaction (with each other) Implications of interaction for Web businesses Violating law or breaching ethical standards Face rapid and intense reactions from many customers
Supply Chain Management Supply chain management (SCM) is the management of a network of interconnected businesses involved in the provision of product and service packages required by the end customers in a supply chain. Supply chain management spans all movement and storage of raw materials, work-in-process inventory, and finished goods from point of origin to point of consumption.
E-Marketing E-Marketing (electronic marketing) is the moving of marketing strategies and activities to a computerized, networked environment such as the Internet. It is the strategic process of creating, distributing, promoting, and pricing goods and services to a target market over the Internet or through wireless digital tools e.g. mobile phones and pocket PC’s. E-commerce (electronic commerce or EC) is the buying and selling of these goods and services on the Internet.
Customer Relationship Management Customer relationship management (CRM) is a widely implemented model for managing a company’s interactions with customers, clients, and sales prospects. It involves using technology to organize, automate, and synchronize business processes—principally sales activities, but also those for marketing, customer service, and technical support. The overall goals are to find, attract, and win new clients, service and retain those the company already has, entice former clients to return, and reduce the costs of marketing and client service. Customer relationship management describes a company-wide business strategy including customer-interface departments as well as other departments. Measuring and valuing customer relationships is critical to implementing this strategy.
Change Management Change management is an IT service management discipline. The objective of change management in this context is to ensure that standardized methods and procedures are used for efficient and prompt handling of all changes to control IT infrastructure, in order to minimize the number and impact of any related incidents upon service. Changes in the IT infrastructure may arise reactively in response to problems or externally imposed requirements, e.g. legislative changes, or proactively from seeking improved efficiency and effectiveness or to enable or reflect business initiatives, or from programs, projects or service improvement initiatives. Change Management can ensure standardized methods, processes and procedures which are used for all changes, facilitate efficient and prompt handling of all changes, and maintain the proper balance between the need for change and the potential detrimental impact of changes.
Analysis and Design Understanding processes and information flows to improve service delivery Plant and Ravichandra (2001) said: “Information is an agent of coordination and control and sere as a glue that holds together organizations, franchises, supply chains and distribution channels. Along with material and other resources flows, information flows must also be handled effectively in any organization.”
M-Commerce Mobile Commerce, or m-Commerce, is about the explosion of applications and services that are becoming accessible from Internet-enabled mobile devices. It involves new technologies, services and business models. It is quite different from traditional e-Commerce. Mobile phones impose very different constraints than desktop computers. But they also open the door to a slew of new applications and services. They follow you wherever you go, making it possible to look for a nearby restaurant, stay in touch with colleagues, or pay for items at a store.
Management of Mobile Commerce Services mobile device databases billing systems text messaging services hardware/software design mobile payments brand recognition distribution control Web site development and hosting Web site performance monitoring fulfillment management online marketing order processing and delivery