7/6/2013

Have You Tried???

Electronic Commerce
Systems
e-Commerce
C
categories
t
i
e-Commerce processes
e-Commerce success factors

eBay: Running the Right Play in the

Right Company
z eBay
y

Electronic Commerce
z More

has 31 sites around the world

z Includes

z They

generated $1.1 billion in 2004 sales, 46%

of eBays overall trading revenues

the entire online process of

z Developing, marketing,

selling, delivering, servicing

and paying for products and services
z Transacted on the internetworked global marketplaces
of customers
z With the support of a worldwide network of business
partners

z Playbook:

collective wisdom of eBays

worldwide managers

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than just buying and selling products online

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Categories of e-Commerce

Processes involved in E-commerce

z Business-to-Business (B2B)

involves both electronic

b i
business
marketplaces
k t l
and
d di
directt market
k t li
links
k
between businesses
z Business-to-Consumer (B2C) businesses develop
attractive electronic marketplaces to sell products
and services to consumers
web-based
b b d P
Portal
rt l
z eMall
z

z Consumer-to-Consumer

(C2C) online auctions

where consumers can buy and sell with each other
z

auction, eBay

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Essential e-commerce process

architecture

Access Control and Security

z E-commerce

processes must establish mutual trust

and
d secure access
z Between the parties in an e-commerce transaction
z By authenticating users, authorizing access, and
enforcing security features

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Profiling and Personalizing

z Gather

Search Management

data on you and your website behavior and

z Search

processes that helps customers find the

specific
ifi product
d t or service
i th
they wantt tto evaluate
l t or
buy

choices
h i
z Build electronic profiles of your characteristics and
preferences
z Profiles are used to recognize you and provide you
with a personalized view of the contents of the site
with
ith product
d t recommendations
d ti
and
d personalized
li d
advertising
z One-to-one marketing strategy

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Content and Catalog

Management

Workflow Management

z Content

Management software that helps ecommerce companies

i develop,
d
l
generate,
t d
deliver,
li
update, and archive text data and multimedia
information at e-commerce websites
z Catalog Management software that helps generate
and manage catalog content

z Software

that helps employees electronically

collaborate
ll b t to
t accomplish
li h structured
t t d work
k ttasks
k
within knowledge-based business processes
z Ensure proper transactions, decisions, and work
activities are performed and the correct data and
documents are delivered to the right employee,
customer or supplier
customer,

z May

support customer self-service and masscustomization of products, e.g., Dell Computer

configuration management

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Catalog/content management
and workflow example

Event Notification
z Most

e-commerce applications are event-driven

z Respond to events such as customers first website
access, payment, delivery
z Event notification software monitors e-commerce
processes
z Records all relevant events including problem
situations
z Notifies all involved stakeholders

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Collaboration and Trading

Electronic Payment Processes

z Processes that

support the vital collaboration

arrangements
t and
d ttrading
di services
i
z Needed by customers, suppliers, and other
stakeholders
z Online communities of interest

z Web

z Shopping

cart process
z Credit card payment process
z Other more complex payment processes
z Electronic

z E-mail,

chat, and discussion groups

z Enhance customer service and build customer loyalty

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Payment Processes

Funds Transfer (EFT)

z Capture

and process money and credit transfers

between banks and businesses and their customers

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Secure Electronic Payment

Example

Securing Electronic Payments

z Network

sniffers

z Software

that recognizes and intercepts credit card

number formats

z Security

measures to combat

z Encrypt

(code and scramble) data between customer

and merchant
z Encrypt
E
t credit
dit card
d authorizations
th i ti
z Take sensitive information off-line

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e-Commerce Success Factors

z Selection

e-Commerce Success Factors

and Value

z Attractive product

selections, competitive prices,

satisfaction guarantees, and customer support after the
sale

z Performance

Advertising and Incentives

z Targeted
T
t d web
b page advertising
d ti i and
d e-mail
il promotions,
ti
discounts and special offers, including advertising at affiliate
sites

and Service

z Fast,

easy navigation, shopping, and purchasing, and

prompt shipping and delivery

z Look

and Feel

z Attractive

web storefront, website shipping areas,

multimedia product catalog pages, and shopping
features

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e-Commerce Success Factors

z Personal

Attention

z Personal
P
l web
b

pages, personalized
li d product
d t
recommendations, Web advertising and e-mail notices,
and interactive support for all customers

z Community

Relationships

z Virtual

communities of customers, suppliers, company

representatives, and others via newsgroups, chat
rooms, and
d li
links
k to
t related
l t d sites
it

z Security

and Reliability

z Security

of customer information and website

transactions, trustworthy product information, and
reliable order fulfillment

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