5. E-Commerce & Business Applications


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5. E-Commerce & Business Applications

  1. 1. Amity School of Business Jitendra Tomar 09650512300 jitendratomar@hotmail.comjitendratomar@rediffmail.com Orator
  2. 2. Amity School of Business• Part 5: E-CoMmErCe & BuSiNeSs ApPLicATioNs
  3. 3. Amity School of Business• E-Commerce & Banking
  4. 4. Amity School of BusinessE-commerce and Banking• “Banking is vital to a healthy economy, Banks are not”. This quote succinctly captures the structural and operational tumult occurring in the financial services industry. Banking as a business can be subdivided into five broad types • Retail • Domestic wholesale, • International wholesale, • Investment, and • Trust• Of all these types, retail and investment banking are most affected by online technological innovations and are the ones that stand to profit most from electronic commerce. e-Banking
  5. 5. Amity School of BusinessE-commerce and Banking• The role of electronic commerce in banking is multifaceted – impacted by changes in technology, rapid deregulation of many parts of finance, the emergence of new banking institutions, and basic economic restructuring. • Given these environmental changes, banks are reassessing their cost and profit structures. Many banks feel that in order to be profitable they need to reduce operating expenses and maintain strict cost control. • Technology is the predominant solution for controlling costs. Banks are increasingly turning toward technology to help reduce operating costs and still provide adequate customer service. e-Banking
  6. 6. Amity School of BusinessChanging Dynamics of Banking Industry• In recent years, there has been a major change in the way banks strive for increased profitability. In the past, the banking industry was mainly concerned with asset quality and capitalization. If the bank was performing well along these two dimensions, then the bank would likely be profitable. • Today, performing well on asset quality and capitalization is not enough. Banks need to find new ways to increase revenues in a “mature market” for most traditional banking services, particularly consumer credit. A thorough understanding of this competitive environment is needed before banks can determine their online strategy. e-Banking
  7. 7. Amity School of BusinessChanging Dynamics of Banking Industry• The following factors contribute to the new competitive environment: • Changing consumer needs driven by online commerce (Retailing, 24 hrs access) Consumer requirements have changed substantially in the last decade. Customers want to access account-related information, download account data for use with personal finance software products, transfer funds between accounts, and pay bills electronically. Along with these services, banks must be able to supply/guarantee the privacy and confidentiality that customer demand. e-Banking
  8. 8. Amity School of BusinessChanging Dynamics of Banking Industry • Optimization of branch networks in order to reduce costs The central goal is to reduce operating costs. In general, brick and mortar branches cost more. Online technology can deliver services far more economically than the existing methods, as the infrastructure costs are shared with the consumer. Also, if smaller banks are to compete with larger banks, then they have to address their traditional banking overhead structures, as well as their existing retail strategies. Providing online financial services can address both these needs. • Cross-industry competition caused by deregulation  Banks occupy a unique strategic position as they act as intermediaries in redistributing capital from areas of excess to areas of scarcity. This role has made the financial services a closely watched and regulated industry, as government is interested in the control and stability of this redistribution. e-Banking
  9. 9. Amity School of BusinessChanging Dynamics of Banking Industry More and more banks are now focussing upon providing complete financial services (like mutual funds, insurance policies, and the like) if they are to service increasing competition. •New online financial products.  The growing importance of computer technology is another factor complicating predictions about the future structure of banking. Its observed that additional development of e-cash, such as smart cards, could stimulate banking consolidation. Smart cards and other forms of e-cash could be the key to consumer acceptance of home banking, eventually allowing banks to reduce the number of their physical branches. e-Banking
  10. 10. Amity School of BusinessChanging Dynamics of Banking Industry • Changing demographic trends and potential new consumer markets Consumers are increasingly careful about their personal finances. Social demographic and economic changes have altered the way users value their time and money. Users spend more time working than ever before and therefore place a higher premium on their leisure time. They are very receptive audience for time saving products and services. In addition, the reduced level of job security and the need to plan for the future has heightened concern over personal debt, retirement planning, tax planning, and saving for education. As technology provides convenience and the ability to customize products and services on a mass level, electronic delivery of these products and services will be one of the key means of achieving this advantage. e-Banking
  11. 11. Amity School of BusinessWhy e-Banking is succeeding with time?• There were several factors that lead people and bankers believe that home banking has a good chance of success this time. These factors were: • Consumers up the learning curve Consumers are becoming increasingly computer literate and are able to interact more fluently with their online financial service providers. Over the past, consumers have demonstrated a high level of acceptance of basic electronic services. • Increasing Consumer Awareness Advertising about and media attention to online banking has never been stronger than this. Increase in coverage make consumers aware of alternatives to traditional branch banking and they are going to demand more. Banks that fail to meet expectations face the possibility of mass exodus. e-Banking
  12. 12. Amity School of BusinessWhy e-Banking is succeeding with time? • Large Base of Installed PCs The number of computer users is increasing day by day. Modem penetration into house-holds is a key issue for home banking and people were opting for technology as their compatibility with the same has also increased with time.  • The Alternative is too expensive. The cost associated with writing, mailing and processing in manual system is staggering. The typical firm spends quite a lot on processing and infrastructure overhead in order to receive payment for services rendered. Also the manual system is becoming too complicated, costly, inefficient, and susceptible to fraud and the payment system required to be changed. e-Banking
  13. 13. Amity School of BusinessWhy e-Banking is succeeding with time?  • Fierce Competition Given the potential profitability and strategic importance of home banking, competition is likely to intensify. Those who do not make the investment to build the service infrastructure are taking a huge risk as well as risking their ability to compete at all in the banking world of tomorrow. e-Banking
  14. 14. Amity School of BusinessManagement Issues in Online Banking.• The challenges facing the banking industry include whether management has creativity and vision to harness the technology and provide customers with new financial products necessary to satisfy their continually changing financial needs. • Banks must deliver high quality products as the customers’ convenience with high-tech, high-touch personal and affordable service. In order to achieve this, management has to balance the five key values that increasingly drive customers’ banking decision: simplicity, customized service, convenience, quality, and price. e-Banking
  15. 15. Amity School of BusinessManagement Issues in Online Banking.• Online banking will realize its full potential when the following key elements fall into place: • Differentiating Product & Services The development of an interesting portfolio of products and services those are attractive to customers and sufficiently differentiated from competitors. The institutions should make strategic decisions about the products and services offered online, and exploiting the service attributes that build customer retention for profitable customers. e-Banking
  16. 16. Amity School of BusinessManagement Issues in Online Banking. • Managing Financial Supply Chains The creation of online financial supply chains to manage the shift from banks as gatekeeper models to banks as gateways. Today, banks are no longer gatekeepers but gateways to financial products. In the old gatekeeper model, banks functioned as an inhibiting intermediary that restricts a customer’s set of product choices. In the new gateway model, the bank functions as a flexible intermediary that provides access to an entire spectrum of products and delivery channels. They provide the gateway to the customers with access to value-added service like insurance, entertainment, travel, investment management and the like which may not originate form the bank but from the third-party provider. e-Banking
  17. 17. Amity School of BusinessManagement Issues in Online Banking. • Pricing Issues in Online Banking The emergence of affordable interactive home information services and also the emergence of low-cost interactive access terminals for the home. The investment affects online banking on three levels of Initial Software Cost, Financial Product Pricing (Development, design, implementation, marketing cost, launching cost and maintaining it), and Usage Pricing (use of infrastructure per transaction). Also, the computers have become a necessary gadgets having the Internet connection, used by major population, rather than a niche product and having affordability limits. e-Banking
  18. 18. Amity School of BusinessManagement Issues in Online Banking. • Marketing Issues – Attracting and Keeping Customers The benefits of online banking are often not made clear to the potential users. It is clear that banks try to sell online banking services on the basis of convenience. While short-term convenience is important, consumers want the long-term ability to control and organize their finances too. Banks must also look beyond home consumers for online banking consumers. The rapidly growing use of computers by small businesses provides a solid opportunity for banks to build a profitable base of small businesses until a broader consumer market evolves. The identification of new market segments with untapped needs such as the willingness to pay for the convenience of remote banking. e-Banking
  19. 19. Amity School of BusinessManagement Issues in Online Banking. The establishment of good customer service on the part of banks is one major responsibility. The fact that technology increases the ease of switching from one bank to another means that banks that do not offer superior customer service may see low levels of customer loyalty. •Back Office Support for Online Banking Although banks are making great strides in developing the front- end interface, there needs to be a great deal of thought put into the re-engineering of back-office operations and systems. Back- office operations technology is often a crucial and misunderstood element of online banking. The real-time difficulties are always focussed upon and the back- office systems are made batch oriented making back-office job even more difficult. This is the general working concept. e-Banking
  20. 20. Amity School of Business• E-Commerce & Retailing
  21. 21. Amity School of BusinessE-commerce and Retailing• Online channels such as online services and the Web are also impacting traditional retail business models. In the online mode, the retailer seeks out the customer. The success of catalogue retailers demonstrates that a significant portion of consumers have embraced the reverse model: the retailer going to the consumer. • Investment, and • Trust• However, retailers need to consider the following issues in developing a business model: • Product/Content issues – what kind of products are suited for online retailing? Online Retailing
  22. 22. Amity School of BusinessE-commerce and Retailing • Software Interface Issues – what kind of features will constitute an effective interface? What features make it easy to find and select items for online purchase? • Process Issues – what are the specific steps in the shopping process from a consumer’s perspective? What kind of processes should companies develop to fulfil orders efficiently? • Pricing Issues – how much will consumers be willing to pay for convenience? • Payment Issues – what payment methods would consumers use for online purchases? • Market Penetration Issues – would an online channel be popular with consumers? How long will such a system take to attract a critical mass and become profitable? Online Retailing
  23. 23. Amity School of BusinessE-commerce and Retailing• Understanding these issues will help companies formulate a merchandising strategy, to build a merchandising mindset, from what they sell to how they sell it, from pricing to timing, from product development to sourcing, from their choices of electronic media to how they integrate them, and from customer payment alternatives to shipping procedures. Online Retailing
  24. 24. Amity School of BusinessChanging Retail Industry Dynamics• Important factors affecting the retailing industry dynamics are: • Overbuilding and Access Capacity With online retailing, constraints of time and space disappear. There is no bricks and mortar storefront to worry about no critical locations. No more the focus is on profit gains based on gross margin per square foot and inadequate productivity, reduction of profit margins both per worker and per unit of space. • Demographic Changes Changes in consumer demographics, with more premiums placed on efficient use of time. Shopping patterns are beginning to change with the increase of time strapped, dual income couples and the aging users. Value and time management are the consumer concerns driving interest in online retailing. Online Retailing
  25. 25. Amity School of BusinessChanging Retail Industry Dynamics Today’s time strapped shoppers have less time and want better values, fewer hassles, and more options. •Consumer Behaviour Changes in consumer behaviour, with less focus on brand name and more on lowest prices. The emergence of the value shopper is changing retailing. The decline in gross margins is the first evidence of the impact of that change, reflecting lower initial mark-ups and more discriminating shoppers in that segment. The real differentiating characteristic for retailers will be in their ability to define what the broad or niche consumer segment is looking for, identifying characteristics of customers in each target segment, and learning how to bundle products and packages brands so that they become the preferred choice for online customers. Online Retailing
  26. 26. Amity School of BusinessChanging Retail Industry Dynamics • Technology Improvements in Electronic Retailing Technology improvements that provide greater convenience and more information than traditional retailing. Electronic retailing is becoming increasingly attractive as technology and applications improve, and retailers gain experience. The burgeoning online marketplace has enticed more and more retailers to offer their wares online. Online retailers can be divided into four distinct groups: • Retailers that operate off-line stores getting their feet wet with online storefronts. • Retailers such as cataloguers who are concerned with the new Web- based methods of catalogue retailing. • “New Age” retailers that do not currently operate retail businesses, but they understand how this new medium can revolutionize shopping. • Manufacturers exploring the potential to go “direct to customers”. Online Retailing
  27. 27. Amity School of BusinessE-Retailing and Consumer Dynamism• Although each consumer has a distinct way of doing business, some generalizations can be made about the way consumers do shopping. These generalizations (or mercantile models) are essential for understanding consumer dynamics.• Consumer Mercantile activities can be grouped in 3 phases: • Pre-purchase Interaction Product/Service search and discovery in the information space Comparison shopping and product selection based on various attributes Negotiation of terms i.e. price, delivery times and the likes. • Purchase Consummation Placement of Order Authorization of Payment Receipt of Product Online Retailing
  28. 28. Amity School of BusinessE-Retailing and Consumer Dynamism • Post-Purchase Interaction Customer Service and Support Product Recall and Return (In case, customer is not satisfied)Types of Consumers• In general, consumers are categorized into three types: • Impulsive buyers – who purchase products quickly. • Patient Buyers – who purchase products after making some comparisons. • Analytical Buyers – who do substantial research before making the decision to purchase products or services. Online Retailing
  29. 29. Amity School of BusinessE-Retailing and Consumer DynamismTypes of Purchases• Marketing researchers have isolated several types of purchasing behaviour (Purchases): • Specifically planned – The need was recognized prior to entering the site and the shopper bought the exact item planned. • Generally planned – The need was recognized, but the shopper decided in-store on the actual manufacture/brand of the item. • Reminder – The shopper was reminded of the need by some store influence. • Entirely unplanned – The need was recognized only on entering the site.• While the key role of the in-store influences on purchasing behaviour is indisputable, very little is known about what influences purchasing online. Online Retailing
  30. 30. Amity School of BusinessManagement Challenges in Online Retailing• While changes in retailing may be driven by technology, managerial vision is required for successful implementation. Traditionally, retailing has been a low-tech environment in which retailing executives often relegated technology issues to back-room operators.• The technology required to implement online retailing is maturing, many management issues remain unanswered. No one really knows yet how to build and run a successful, mass- marketing online mall. The sales medium is new, the technology is new, and retailers have a lot to learn about tricky technology, customer behaviour, and management issues. But one thing is clear, for online retailing to succeed; online technology must complement management and operational strategy. Online Retailing
  31. 31. Amity School of BusinessManagement Challenges in Online Retailing• The management issues in online retailing are: • Come up with a retailing strategy Strategy is needed to address the whole retail process. The steps involved in retailing strategy include: prospecting for potential customers, qualifying a customer, learning the customer’s needs, understanding the customer’s purchasing process, selecting the presentation to be made, making the presentation, adapting the presentation based on customer reaction, handling objections, negotiating with the customer, closing the sale, and building an ongoing relationship through service. Each of these stems needs to be rethought and re-examined in the online environment. To simulate demand, retailers must get out ahead of consumers by anticipating shifting attitudes and lifestyles, and must use marketing methods that trigger traffic and sales. Online Retailing
  32. 32. Amity School of BusinessManagement Challenges in Online Retailing • Manage Channel Conflict. How will manufacturers move toward the online environment without alienating their current distribution partners? All firms use a channel of distribution to get their products or services into the hands of the customer or consumer. The online economy threatens the existence of “middlemen,” such as distributors, brokers, and wholesalers which sometimes may not be advised.  • Design the layout of an online store The virtual store will have a great impact on the consumer’s value equation. To significantly alter consumer buying behaviour, virtual retailing will have to provide better, faster, cheaper, or more entertaining shopping experiences. Online Retailing
  33. 33. Amity School of BusinessManagement Challenges in Online Retailing • Create the right incentives The right incentive can influence consumer acceptance. However, incentive design for online retail markets is fairly new and not well understood. Online retailing is subtly different on many planes and requires merchants to rethink their incentive mechanisms. Online Retailing
  34. 34. Amity School of BusinessOnline Retails Issues• The Online Retail Issues are broadly classified into 3 categories: • Retail Advertising and Marketing Issues Advertising and segmentation Product display and positioning Brand category management (establishing and sustaining an image) Pricing, promotion, and incentives • Retail operations issues Merchandising and inventory management (buying and handling merchandise) Retail management information systems collections Retail decision support Customer service quality Online Retailing
  35. 35. Amity School of BusinessOnline Retails Issues • Retail management issues Location (trade area) analysis and decision making (site selection) Retail organization and human resource management Retailing policies, practices, procedure, and planning Financial dimensions of managing operations.• The management should always remember that the model for electronic commerce is young and is still experimental, and needs to mature and make itself much more user friendly. Online Retailing
  36. 36. Amity School of Business• E-Commerce & Online Publishing
  37. 37. Amity School of BusinessWhat is Online Publishing• The Web may have blossomed because of pee-to-peer publishing, but judging from recent product offerings, there is an enormous groundswell of interest among both commercial and corporate publisher in the Web.• Online publishing can be viewed in two ways: • As the activity of disseminating information (which scholars have done for thousands of years and the purpose for which the Web was invented) • As the activity of publishing for sale. In order to realize revenue from their information, publishers package their product as a bundled commodity rather than disjointed information. Online Publishing
  38. 38. Amity School of BusinessWhat is Online Publishing• There is fundamental difference between information and commodities. A commodity such as a digital book needs to be sold in volume in order to generate revenue, so publishers must keep their material from spreading freely all over the planet. On the other hand, the value of information is not lost when it is sold because the contents are not limited by their medium of expression. Online Publishing
  39. 39. Amity School of BusinessWhy Online Publishing?• More recently the emergence of the Internet and Web has played a large role in bringing online publishing from a niche target audience to a mass audience. Some of the reasons are sudden increase in the interest of publishers, advertisers, and content providers in the Web include: • Widespread adoption of the Web – combined with rapidly evolving technology, makes it possible to meet time-to- market requirements that were unimaginable even a few years ago. • Much of the investment in infrastructure has been made by others – Internet access providers, hardware companies, and various software developers. Huge investments in advance of uncertain returns are not necessary. Online Publishing
  40. 40. Amity School of BusinessWhy Online Publishing? • The Web allows new ways of targeting and reaching customers – this also coincides with publishers’ desires to migrate from talking to large numbers of customers in a mass market to working with smaller target groups. • There are no gatekeepers on the Web – varied publishers on the web are working with open systems which give accessibility to various systems. The reach get widens with this concept. Online Publishing
  41. 41. Amity School of BusinessDigital Copyright and Electronic Publishing• Intellectually a property right (copyrights, trademarks, and licenses) is an important asset possessed by the publishers in their respective markets. Protecting intellectual property rights and collecting dues from online users is proving to be quite challenging. • The emergence of the Internet is dramatically changing how consumers and businesses deal in information and entertainment products and services; as well as how works are created, owned, distribute, reproduced, displayed, performed, licensed, managed, presented, organized, sold, accessed, used, and stored. All of this has led to a clarion call for changes in the copyright law. Online Publishing
  42. 42. Amity School of BusinessDigital Copyright and Electronic Publishing• Unauthorized access to published content can be restricted by three methods: • Restricting access to the source of the work this includes controlling Web server access or controlling individual document access. This could be the first level of protection for the work stored on the server. Access to the server can vary from completely uncontrolled access, to partially controlled access, to completely controlled access. Access control is applied through user identification and authentication procedures. The access control does not preclude copies from being made once this initial layer of protection is passed. That is why he 2nd level of control, the following point is required. Online Publishing
  43. 43. Amity School of BusinessDigital Copyright and Electronic Publishing • Restricting manipulation of the electronic file containing the world. The second level of control can be exerted through measures tied to the electronic file containing the work. One type of restriction can be implemented through “rendering” or “viewing” software. Such system requires: • A proprietary or unique file format that can be read only by certain software and that is developed or controlled by the information provider, or • Software that incorporates both a “control” measure to prevent viewing or use of a work without authorization from the information provider and “manipulation” functions to permit the user to view or use the work. Online Publishing
  44. 44. Amity School of BusinessDigital Copyright and Electronic Publishing • Encryption technology Another method of access restriction is encryption. Encryption technologies can be used to deny access to a work in a usable form. File encryption simply converts a file from a viewable file format to a scrambled format. The user can obtain authorization from the publisher in the form of a appropriate password or “key”, which is required to “decrypt” the file and restore it to its original format. Online Publishing
  45. 45. Amity School of Business• Online Sales Force Automation
  46. 46. Amity School of BusinessSales Force Automation• As businesses strive to address online business opportunities, the sales force is faced with complexities never experienced before, such as • Intense product or service differentiation. • Increasing configurations and new specification or products. • Improved customer service. • Reduced operating cost.• By streamlining the information flow between customers and companies, businesses are seeking to eliminate sales order mistakes and the resulting rework, increasing productivity. The result is reduced order fulfilment costs and dramatically shortened delivery cycles. Sales Force Automation
  47. 47. Amity School of BusinessFunctions of Sales Force Automation• Sales Force Automation satisfies two basic functions: • To support the sales person in the field, enabling them to Contacting managers. Use applications to collect data on customer leads. Maintain records of customer visits, phone calls and correspondence. Carry e-encyclopaedia offering a content searchable catalog of marketing literature. • To integrate sales activity into a corporate information structure to improve overall corporate efficiency and coordination with other business-critical functions. J-I-T placement of orders. J-I-T inventory management. J-I-T store-management, shipments. Sales Force Automation
  48. 48. Amity School of BusinessElements of Sales Force Automation• In fully integrated sales automation system, centrally located employees as well as a remote sales force work from a distributed database of customers and prospects. Information and work flows in all directions.• Marketing may integrate marketing programs and distribute and track leads. Management may access sales activity and utilize the database to make strategic decisions about the market. Sales Force Automation
  49. 49. Amity School of BusinessElements of Sales Force Automation• Elements of such a sales automation system include: • Salesperson Productivity Tools Planning and reporting of sales calls, reporting of expenses, entering orders, checking inventory and order status, managing distributors, tracking leads, and managing accounts. In addition, mobile salespeople can reduce sales lead times by requesting product specification, sending product samples, and updating forecasts directly from their laptop/PDA computers. • Direct Mail and Fulfilment Merging, cleaning, and maintaining mailing lists, tracking and forwarding leads, customizing letters, envelopes and labels, generating “picking lists” for literature, and managing literature inventory. Sales Force Automation
  50. 50. Amity School of BusinessElements of Sales Force Automation• Elements of such a sales automation system include: • Online Telemarketing Targeting qualified prospects, managing demand creation, processing responses, providing literature fulfilment, and tracking sales campaigns’ effectiveness. This requires tracking and forwarding qualified leads to the sales teams for immediate action, ranking prospects, and prompting scripts (sales, customer service, and support). • Sales and Marketing Management Providing automated sales management reports (sales forecasts, sales activity, forecasts versus actual, and the like), designing and managing sales territories, and analyzing marketing and sales programs by such criteria as territory, product, customer, price, and channel. Sales Force Automation
  51. 51. Amity School of BusinessElements of Sales Force Automation • Sales Force Compensation Management Sales management has difficulty with accurate forecasts, visibility into sales productivity, and accurately compensating employees for their accomplishments. The problem is further complicated when firms have global sales teams. Managers need to be able to track market activity through pipeline versus forecast reporting and develop incentive compensation solutions for various selling channels. • Sales automation systems automates company’s entire marketing & sales operations. The electronic medium combines direct selling, distribution relationships, telemarketing, and direct mail to generate, qualify rank- order, distribute, and track sales leads. It enhances requests for product, price information, update customer and prospect files, provide sales, product support and Sales Force Automation automate order entry and sales reporting.
  52. 52. Amity School of Business• Customer Asset Management
  53. 53. Amity School of BusinessCustomer Asset Management• The benefit of managing customers as strategic assets includes: • Creating more loyal customers, who are less inclined to shop around or buy on price. • More efficient, effective, and highly targeted communications programs. • Retention of profitable customers. • More focused development of new products. Customer Asset Management
  54. 54. Amity School of BusinessCustomer Asset ManagementBasic Conditions• The case of managing customers as strategic assets rest on four conditions: • Current customers are a predictable source of future sales. The profile of the customers is the first basis for such a prediction. The extraction of customer information is easier with electronic DB and medium.•  Customers can be bought and sold. An explicit valuation of future sales potential from specific customer groups is increasingly an important component of merger and acquisition decisions. The sales potential of a merging company could be realized more efficiently with use of EIS and DSS. Customer Asset Management
  55. 55. Amity School of BusinessCustomer Asset ManagementBasic Conditions• Customers can be segmented in terms of future sales potential based on their history to date. Realization of the importance of sales history accounts for the efforts to create databases that capture the customer’s transaction history. With knowledge of customer history, the ability to anticipate future trends makes it natural to view each individual as an “asset” of the corporation. Sales history is also useful in developing promotions. The electronic data-mining techniques are faster and more efficient. Customer Asset Management
  56. 56. Amity School of BusinessCustomer Asset ManagementBasic Conditions• Customers, like every other asset, are subject to depreciation. The factors that affect customer retention/attrition patterns include customers tiring of existing services, customers dissatisfied with the service, and customers finding a better price elsewhere. Better monitoring of the customer satisfaction could be done using electronic medium. Customer Asset Management
  57. 57. Amity School of BusinessChallenges in Implementing Customer Asset Management• Companies implementing Customer Asset Management Systems fact two major challenges: • The information Management The information needed to describe, track, and capture the customer as part of an asset base can be difficult or expensive to gather. Further, the benefits from the information are not obvious until the long and costly process is completed.  • The coordination across various customer-facing functions The companies have to focus on cross-functional interaction, including cross-functional integration, and push responsibility for customer orientation beyond the marketing function to include manufacturing and R&D. Customer Asset Management
  58. 58. Amity School of BusinessChallenges in Implementing Customer Asset Management Also, the emphasis should provide a focal point for improving underutilized and overlooked efficiency of the outbound logistics and supply chains. •Despite the proven worth of Customer Asset Management, companies have been slow in implementing Customer Asset Management. Even fewer understand the strategic benefits that can accrue from applying technology in business management to enhance the Customer Asset Management, which could provide competitive advantage. Customer Asset Management