This document discusses e-commerce and provides guidance on developing an e-commerce plan and process. Key points include: - E-commerce involves any online transaction and can help overcome geographical limitations, lower costs, improve customer experience, and improve offline processes. - A successful e-commerce plan should determine goals and address aspects like pricing, customer experience, branding, and integrating online and offline operations. - Core e-commerce processes include browsing products, selecting items, making payments, and delivering items. Tools are needed to support each step. - Attendees will hear from a guest speaker on successfully implementing e-commerce and map out example processes for potential online sales.

1. e-Commerce
Session 4
Wagga Wagga

2. e-Commerce
It’s more than just
selling online.
• Any online
transaction can be
e-Commerce
• Link to full report is
in this week’s notes
• If you don’t have a
plan for these
technologies you will
be left behind

3. Plan
What are you trying to achieve?
• Overcome geographical limitations
• Location in town
• Location in country
• Location in world
• Lower costs
• Competitive pricing
• Higher margins
• Improve customer experience
• What I want, when I want, extra information, support
• Improve offline processes
• Branding

4. e-Commerce – Guest Speaker
Simon Langridge, Director, Web 123
Simon is passionate about making sure Web123
and its clients are always reaching new heights of
success.
Simon’s top-notch customer service skills, natural
humour, extensive website marketing experience
and legendary “gift of the gab” helps his clients
make that leap into online success. Join them
NOW, before his ambitious plan to own his own,
tax free, beer producing country is finally realised!

5. It’s all about the process
Depending on what you are trying to
do you may have more or less steps
than shown here.
Once you know what the steps are in
your process, you can determine the
tools and sub processes for each step.

6. Browse
• Find the site
• Find the product
• Find information about the product
• Find how to get more information
• Find out how to purchase
• Your website platform has a big impact
• Effective site design is critical
• So is keeping your site content current

7. Select
• Online shopping cart functionality
• Ease of use (supplier)
• Ease of use (customer)
• Shipping integration
• Coupons / discounts
• Gift certificates
• Accounting system integration
• Abandoned cart recovery

8. Pay
• Payment gateways
• Need a merchant account
• Higher initial cost
• Lower ongoing costs
• E.g. Authorize.net, Braintree, eWAY,
NetRegistry, Payment Express, PayPal, Worldpay
• 3rd party processors
• Easier to set up (no merchant account needed)
• Lower initial cost
• E.g. PayPal, eWAY, SecurePay, Amazon Payments

9. Deliver
• This is no different to offline
customers
• They expect it quickly… Amazon get it
to Wagga in a few days from the US
• You need a strategy for returns
• Offer a range of options if possible
• Keep your customers up to date

10. Activity 1
Start Small…
See if you can think of one item (or category of
items) that you should sell online and map the
associated process steps.
Once you know the process steps, consider what
tools, techniques and sub-processes will need to
be used to make it happen.

11. Other transactions
eCommerce isn’t just for standard sales transactions
• Collect payments
• Process refunds
• Auction / clearance sales
• Subscriptions
• Deposits
• Purchase orders
• Quotes
• Wages

12. Activity 2
Start Small…
See if you can think of another transaction you
could take online and map the associated process
steps.
Once you know the process steps, consider what
tools, techniques and sub-processes will need to
be used to make it happen.