| Technical and organizational aspects
| |
| | 12. Providing complete understanding of
|
| In many cases, an e-commerce company will
| |
| | the products or services offered, which
|
| survive not only based on its product,
| |
| | not only includes complete product
|
| but by having a competent management
| |
| | information, but also sound advisors and
|
| team, good post-sales services,
| |
| | selectors.
|
| well-organized business structure,
| |
| | Naturally, the e-commerce vendor must
|
| network infrastructure and a secured,
| |
| | also perform such mundane tasks as being
|
| well-designed website. A company that
| |
| | truthful about its product and its
|
| want to succeed have to perform 2 things:
| |
| | availability, shipping reliably, and
|
| Technical and organizational aspects and
| |
| | handling complaints promptly and
|
| customer-orientedFollowing factors will
| |
| | effectively. A unique property of the
|
| make business of companies succeed in
| |
| | Internet environment is that individual
|
| e-commerce:
| |
| | customers have access to far more
|
| 1. Sufficient work done in market
| |
| | information about the seller than they
|
| research and analysis. E-commerce is not
| |
| | would find in a brick-and-mortar
|
| exempt from good business planning and
| |
| | situation. (Of course, customers can, and
|
| the fundamental laws of supply and
| |
| | occasionally do, research a
|
| demand. Business failure is as much a
| |
| | brick-and-mortar store online before
|
| reality in e-commerce as in any other
| |
| | visiting it, so this distinction does not
|
| form of business.
| |
| | hold water in every case.)
|
| 2. A good management team armed with
| |
| | Customer-Oriented
|
| information technology strategy. A
| |
| | A successful e-commerce organization must
|
| company's IT strategy should be a part of
| |
| | also provide an enjoyable and rewarding
|
| the business re-design process.
| |
| | experience to its customers. Many factors
|
| 3. Providing an easy and secured way for
| |
| | go into making this possible. Such
|
| customers to effect transactions. Credit
| |
| | factors include:
|
| cards are the most popular means of
| |
| | 1. Providing value to customers. Vendors
|
| sending payments on the internet,
| |
| | can achieve this by offering a product or
|
| accounting for 90% of online purchases.
| |
| | product-line that attracts potential
|
| In the past, card numbers were
| |
| | customers at a competitive price, as in
|
| transferred securely between the customer
| |
| | non-electronic commerce.
|
| and merchant through independent payment
| |
| | 2. Providing service and performance.
|
| gateways. Such independent payment
| |
| | Offering a responsive, user-friendly
|
| gateways are still used by most small and
| |
| | purchasing experience, just like a
|
| home businesses. Most merchants today
| |
| | flesh-and-blood retailer, may go some way
|
| process credit card transactions on site
| |
| | to achieving these goals.
|
| through arrangements made with commercial
| |
| | 3. Providing an incentive for customers
|
| banks or credit cards companies.
| |
| | to buy and to return. Sales promotions to
|
| 4. Providing reliability and security.
| |
| | this end can involve coupons, special
|
| Parallel servers, hardware redundancy,
| |
| | offers, and discounts. Cross-linked
|
| fail-safe technology, information
| |
| | websites and advertising affiliate
|
| encryption, and firewalls can enhance
| |
| | programs can also help.
|
| this requirement.
| |
| | 4. Providing personal attention.
|
| 5. Providing a 360-degree view of the
| |
| | Personalized web sites, purchase
|
| customer relationship, defined as
| |
| | suggestions, and personalized special
|
| ensuring that all employees, suppliers,
| |
| | offers may go some of the way to
|
| and partners have a complete view, and
| |
| | substituting for the face-to-face human
|
| the same view, of the customer. However,
| |
| | interaction found at a traditional point
|
| customers may not appreciate the big
| |
| | of sale.
|
| brother experience.
| |
| | 5. Providing a sense of community. Chat
|
| 6. Constructing a commercially sound
| |
| | rooms, discussion boards, soliciting
|
| business model.
| |
| | customer input and loyalty programs
|
| 7. Engineering an electronic value chain
| |
| | (sometimes called affinity programs) can
|
| in which one focuses on a "limited"
| |
| | help in this respect.
|
| number of core competencies -- the
| |
| | 6. Owning the customer's total
|
| opposite of a one-stop shop. (Electronic
| |
| | experience. E-tailers foster this by
|
| stores can appear either specialist or
| |
| | treating any contacts with a customer as
|
| generalist if properly programmed.)
| |
| | part of a total experience, an experience
|
| 8. Operating on or near the cutting edge
| |
| | that becomes synonymous with the brand.
|
| of technology and staying there as
| |
| | 7. Letting customers help themselves.
|
| technology changes (but remembering that
| |
| | Provision of a self-serve site, easy to
|
| the fundamentals of commerce remain
| |
| | use without assistance, can help in this
|
| indifferent to technology).
| |
| | respect. This implies that all product
|
| 9. Setting up an organization of
| |
| | information is available, cross-sell
|
| sufficient alertness and agility to
| |
| | information, advise for product
|
| respond quickly to any changes in the
| |
| | alternatives, and supplies & accessory
|
| economic, social and physical
| |
| | selectors.
|
| environment.
| |
| | 8. Helping customers do their job of
|
| 10. Providing an attractive website. The
| |
| | consuming. E-tailers and online shopping
|
| tasteful use of colour, graphics,
| |
| | directories can provide such help through
|
| animation, photographs, fonts, and
| |
| | ample comparative information and good
|
| white-space percentage may aid success in
| |
| | search facilities. Provision of component
|
| this respect.
| |
| | information and safety-and-health
|
| 11. Streamlining business processes,
| |
| | comments may assist e-tailers to define
|
| possibly through re-engineering and
| |
| | the customers' job.
|
| information technologies.
| |
| |
|
