2. Securing the Business on Internet
Security is an essential part of any transaction that
takes place over the internet. Customers will lose
his/her faith in e-business .securing the networks
requires co-ordination of wide variety of security
measures from user accounts to hiring loyal
employees and keeping the server locked in a
room.
3. Security policy
By creating a security policy for your business you
can protect your business from most of the
common forms of internet threat.
1. Set the boundaries of employee use
2. Describe what is deemed acceptable behavior.
3. Explain processes and procedures employees
should adopt to protect and manage your
systems.
4. Assign roles and responsibilities for staff so
everyone knows their respective tasks.
5. Detail the outcomes if the policy is ignored or
deliberately breached.
4. Procedures and Practices,
1. Encryption / Decryption
2. Digital Signature
3. SSL(Security Socket Layer)
4. Biometric Measures
5. Firewalls
5. Encryption / Decryption
Encryption : Encryption is the process of encoding
information. This process converts the original
representation of the information, known as plaintext,
into an alternative form known as cipher text. Only
authorized parties can decipher a cipher text back to
plaintext and access the original information.
Decryption :The conversion of encrypted data into its
original form is called Decryption. It is generally a
reverse process of encryption. It decodes the encrypted
information so that an authorized user can
only decrypt the data because decryption requires a
secret key or password
6.
7. Digital Signature
A digital signature is a mathematical scheme for
verifying the authenticity of digital messages or
documents. A valid digital signature, where
the prerequisites are satisfied, gives a recipient
very strong reason to believe that the message
was created by a known sender (authentication),
and that the message was not altered in transit
8. SSL(Security Socket Layer)
SSL (Secure Sockets Layer) and its
successor, TLS (Transport Layer Security), are
protocols for establishing authenticated and
encrypted links between networked computers.
9. Biometric Measures
Biometrics are measures of biological quantities
or patterns but also means measurements of an
individual's features, such as fingerprints, that can
identify or authenticate a person. Used this way,
a biometric is a password that cannot be
forgotten, lost, or stolen.
10. Firewalls
firewall is a network security device that monitors
incoming and outgoing network traffic and
decides whether to allow or block specific traffic
based on a defined set of security rules.
11. Transaction Security
safety and security of sending sensitive personal and
financial information. Online business organizations
should search for high-tech security mechanism to protect
itself from intrusion and also protect it customer from being
indirectly invaded. There are two lines of defense for
ecommerce which are technology solutions and policy
solution
1. Encryption Approach
2. Secure Socket Layer
3. Secure Hypertext Transfer Protocol (S-HTTP)
4. Trust Seals Programs
5. Digital Signature
6. Secure Electronic Transaction (SET)
12. CRM
Customer relationship management (CRM) is an
approach to managing a company's interaction with
current and potential customers. It uses data
analysis about customers' history with a company to
improve business relationships with customers,
specifically focusing on customer retention and
ultimately driving sales growth.
13. Types of CRM
Strategic: Strategic CRM is concentrated upon the
development of a customer-centric business culture.
Operational : The primary goal of customer relationship
management systems is to integrate and automate sales,
marketing, and customer support . Therefore, these
systems typically have a dashboard that gives an overall
view of the three functions on a single customer view, a
single page for each customer that a company may have.
The dashboard may provide client information, past sales,
previous marketing efforts, and more, summarizing all of
the relationships between the customer and the firm.
Operational CRM is made up of 3 main components:
sales force automation
marketing automation
service automation
14. Analytical
The role of analytical CRM systems is to analyze
customer data collected through multiple sources
and present it so that business managers can
make more informed decisions Analytical CRM
systems use techniques such as data mining,
correlation, and pattern recognition to analyze
the customer data. These analytics help improve
customer service by finding small problems which
can be solved, perhaps by marketing to different
parts of a consumer audience differently.
15. Collaborative
The third primary aim of CRM systems is to
incorporate external stakeholders such as
suppliers, vendors, and distributors, and share
customer information across groups/departments
and organizations. For example, feedback can be
collected from technical support calls, which could
help provide direction for marketing products and
services to that particular customer in the future.
16. Customer Data Platform
A Customer Data Platform (CDP) is a computer
system used by marketing departments that
assembles data about individual people from
various sources into one database, with which
other software systems can interact. As of
February 2017 there were about twenty
companies selling such systems and revenue for
them was around US$300 million
17. e-CRM
The e-CRM or electronic customer relationship
management coined by Oscar Gomes encompasses
all standard CRM functions with the use of the net
environment i.e., intranet, extranet and internet.
Electronic CRM concerns all forms of managing
relationships with customers through the use
of Information Technology(IT).e-CRM processes
include data collection, data aggregation, and
customer interaction. Compared to traditional CRM,
the integrated information for e-CRM intra-
organizational collaboration can be more efficient to
communicate with customers
19. Benefits of CRM
1. MAKE IMPROVEMENTS TO YOUR BOTTOM LINE: a
CRM platform has been shown to produce real results –
including direct improvements to the bottom line. CRM
applications have a proven track record of increasing:
2. OFFER BETTER CUSTOMER SUPPORT:A CRM system
can help you provide the high-quality service that customers
are looking for. Your agents can quickly see what products
customers have ordered, and they can get a record of every
interaction so they can give customers the answers they
need, fast.
3. INCREASE REFERRALS FROM EXISTING CUSTOMERS:
By understanding your customers better, cross-selling and
up selling opportunities become clear — giving you the
chance to win new business from existing customers.With
better visibility, you’ll also be able to keep your customers
happy with better service.
20. CRM VS e-CRM
Customer contacts
CRM – Contact with customer made through the retail
store, phone, and fax.
E-CRM – All of the traditional methods are used in
addition to Internet, email, wireless, and PDA
technologies.
System interface
CRM – Implements the use of ERP systems,
emphasis is on the back-end.
E-CRM – Geared more toward front end, which
interacts with the back-end through use of ERP
systems, data warehouses, and data marts.
21. System focus
CRM – System (created for internal use)
designed based on job function and products.
Web applications designed for a single
department or business unit.
E-CRM – System (created for external use)
designed based on customer needs. Web
application designed for enterprise-wide use
System overhead (client computers)
CRM – The client must download various
applications to view the web-enabled
applications. They would have to be rewritten for
different platform.
E-CRM – Does not have these requirements
because the client uses the browser
