53-751-03 E-Commerce Sell-side: dealing electronically with clients

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53-751-03E-CommerceSell-side dealing
electronically with clients

• Jacques Robert

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OUTLINE

• Introduction
• How can the Web add value to the process?
• A model Customer Lifecycle
• Mini-Case Distrident
• Technology to implement sell-side
• Unresolved issues

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How do organizations interact with clients
(consumers or business)?

• Traditionally
• Electronically

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Business Objectives?

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(No Transcript)
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IBM CRM TECHNOLOGY INFRASTRUCTURE
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Characteristics of B2C Buying Process

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Characteristics of B2B Buying Process

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How does Amazon use the Web to add value?

• .

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How does Dell use the Web to add value?

• .

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How does Banks use the Web to add value?

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Challenge for suppliers

• Suppliers face the difficult challenges of
  maintaining the ability to sell effectively to
  all their customers, both in traditional channels
  and through emerging e-commerce channels, while
  finding a way to differentiate themselves from
  the competition in those new electronic
  environments.

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Objectives (source Microsoft)

• It must make measurable impact on the suppliers
  business through
• Increased revenue
• Increased efficiency
• Lower costs of doing business
• Increased agility
• Improved customer service and satisfaction
• It must allow suppliers to differentiate
  themselves and compete more effectively by
  providing
• The ability to expose the suppliers full value
  proposition and brand in electronic form
• Lower cost and faster acquisition of new
  customers
• Increased business from existing customers
• It must leverage the existing strengths and
  investments of the supplier through
• The ability to enhance and compliment existing
  business processes
• The ability to enhance and complement existing
  technology investments (ERP, supply chain, CRM,
  logistics, collaboration, etc.)
• The ability to increase overall business
  intelligence and decision-making abilities

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Blake Ives Customer Service Life Cycle
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IVES CUSTOMER SERVICE LIFE CYCLE
Where do I get it? How much? Delivered When?
What is it? Do I need One? Which One? How many?
How do I use it? How do I fix it?
How much am I spending? Is there a new one? How
do I return it?
Available at http//isds.bus.lsu.edu/cvoc/projec
ts/cslc/html/
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PHASES OF THE CSLC

• Requirements
• Establish requirements establish a need for the
  product
• Specify Determine product attributes
• Acquisition
• Select Source Determine where to obtain product
• Order Order the product from a supplier
• Authorize and Pay For Transfer funds or extend
  credit
• Acquire take possession of the product
• Test and Accept Make sure the product meets the
  specifications

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PHASES OF THE CSLC

• Ownership
• Integrate Add to an existing inventory
• Monitor Control access use of the product
• Upgrade Upgrade the product if conditions change
• Maintain Repair the product as necessary
• Retirement
• Transfer or Dispose Move, return, or dispose of
  product
• Account For Monitor product related expenses

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Technology to Create Sell-Side
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MAIN FUNCTIONALITIES

• Personalization
• Secured payments
• Client Management
• Order management
• Catalogue Management
• Performance
• Search

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Building a store Turnkey approach

• Turnkey Approach
• Supplier provides everything (software, hosting,
  ASP mode).
• Company only needs an Internet connexion and a
  web browser
• Amount per month based on volume
• Suppliers
• Yahoo!Store (ca.store.yahoo.com)
• ClicNet (www.clicnet.net)
• Microsoft BCentral
• Amazon.com zShops

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Build Your Own Approach
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Architecture
Windows 2000 Server IIS Commerce Server
Kenny
SQL Server
Internet
Edgar
SQL Request
Database
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Necessary Software

• Operating System
• Windows, Unix, Linux (open source)
• Database Server
• SQL Server (Microsoft), DB2 (IBM), Oracle, MySQL
  (open source)
• Http Server
• IIS (Microsoft), Apache (open source)
• E-Commerce Server
• Commerce Server (Microsoft), WebSphere (IBM),
  osCommerce (open source), BEA, Broadvision,
  Iplanet (Sun)

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Issues

• Catalogue management
• Categories and sub-categories
• Product description
• Pricing
• Order management
• Payment system
• Inventory management
• Delivery
• User management
• Anonymous or Authenticated users
• Personalization
• Campaign management
• newspaper adds, banner
• Indexing

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IBMS E-BUSINESS STAGES OF ADOPTION
ABI Curriculum Guide available at
http//www-1.ibm.com/ibm/palisades/abi/curriculum
-guide.html

• Access
• May use the Web for e-mail and may support a
  single home page
• Publish
• Maintains a multi-page Web site. Uses the Web for
  e-mail, one-way communication or publishing of
  business information
• Transact
• Uses the Web to enable clients to execute one-way
  or two-way transactions against core business
  systems
• Integrate Internally
• Uses the Web to improve and/or integrate core
  business processes within the enterprise
• Integrate Externally
• Uses the Web to integrate business processes
  across enterprises
• Adapt Dynamically
• Uses the Web as the foundation for existing in a
  digital community