Objective In this chapter we’ll Identify 15 trends you must be aware of before going into e-business journey.
Major Trends Consumer Trends Speed of Service Self Service Integrated Solutions not piecemeal products
Service / Process Trends
Convergence of sales and services Ease of Use: Make service consistence & reliable Flexible fulfillment & convenient delivery Streamline your supply chain
Major Trends Organizationed Trends Contract manufacturing (brand intensive not capital intensive) Retain the core , outsource the rest: Business process outsourcing Increase process transparency and visibility Continuous innovation & employee retention
Major Trends Enterprise Technology Trends Enterprise applications Connect the corporation Infrastructure convergence Melding of voice, data and video Multichannel integration Wireless application Leveraging legacy investments
Consumer Trends Increase Speed of Service Customer Count Speed Of Service Customer Hate Delays, Time is Money Why do delays occur? What does this trend means to E-business? Empower your customer Self service changing the concept of intermediary Configuration of Pc’s, travel and real estate
Consumer Trends Provide integrated solutions, not piecemeal Product sell solution Integration of products ( Microsoft Office) One stop shopping Consumers don’t need another retailer or another electronic distribution channel; they need integrated solutions businesses that solve their one stop problems .
Service/ Process Trends Integrate your services and sales Customization and integration Attracting , acquire, leverage & retaining Generating revenue through Cross selling Up selling Providing before and after sales service New model should be developed in e-business to narrow down the gap between sales and services
Service/ Process Trends Ease of use Make customer service consistent & reliable Time , speed of service Friendly and easy to use services Partners and venders part of organization Sharing customer information Companies need to adopt integrated applications that address the entire customer relationship, rather than focusing on departmental solutions
Provide Flexible Fulfillment Convenient Service Delivery Unique product demands Home delivery and other services Delivering right products to consumers E-commerce enabled supply chain management, implementation of software, making time, inventory wastage minimum. Service/ Process Trends
Organizationed Trends Contract Manufacturing Become brand intensive not capital intensive to focus on what they can do best Focusing on new products Managing brands Building market share To diversify the risk Getting more through minimum assets Use of technology to separate marketing from production Changing product offering consistently Keeping expenses minimum
Learn to out source You can not be good at everything Business process outsourcing Outsourcing some of processes of business BPO helps to save money and reduces cost The complexity of operations , regulations & deregulation of market, the steadyrapid change in market, constant growth are the conditions that require core competency in too many functional area. Organizationed Trends
Increase Process Visibility Its means customer has access to Order status Product information Pricing Availability As UPS provides each and every second information to its customers. Its important in business to business commerce. Organizationed Trends
Employee retention A key element of organization is employee Exceptional incentives High commissions Employee empowerment Innovation depends upon employee Organizationed Trends
Enterprise Technology trends Enterprise application help the companies connect different systems , provide greater access to information and more closely link employees, partners and customers..
Meld Voice, data and video The race to improve last-mile bandwidth. The race to provide quality of services. The race to provide integrated services. The race to dominate the customer home contact point.
Multichannel Integration: Look at the big pictures Multichannel integration is critical because customers expect consistent service. Multichannel service integration is not a technical issue; its a management issue.
Wireless Application enters the mainstream Cost of wireless usage, will increase the efficiency True potential of wireless applications lies in the enterprise application marketplace.
What is common to all these trends? Innovation Internet Three common threads Effectiveness Efficiency Integration