Customer extension in E-commerce

Customer extension has the aim of increasing the lifetime value of the customer to the company by encouraging cross-sales, for example an Egg credit card customer may be offered the option of a loan or a deposit account. When a customer returns to a web site this is an opportunity for cross-selling and such

2 Comments

Technology solutions for e-CRM

Database technology is at the heart of delivering CRM applications. Often the database is accessible through an intranet web site accessed by employees, or an extranet accessed by customers or partners provides an interface with the entire customer relationship manage­ment system. Today, on-demand web services such as Siebel CRM On Demand (www.crmondemand.com) and Salesforce.com

1 Comments

Tesco.com increases product range and uses triggered communications to support e-CRM

1. Context Tesco, well known as Britain’s leading food retail group with a presence in Europe and Asia has also been a pioneer online. By September 2005 online sales in the first half of the year were £401 million, a 31% year-on- year increase, and profit increased by 37% to £21 million. Tesco.com now

2 Comments

The challenges of e-business transformation

Figure 10.1 shows key aspects or levers of change that need to be assessed in order to maxi­mize the benefits of e-business. The main change levers required are: Market and business model (described in Chapter 2). Business process (described in Chapter 4). Organizational structure, culture and staff responsibilities (described in this chapter). Technology infrastructure

1 Comments

Different types of change in e-business

Viewed at a large scale across an entire industry, change takes two forms. Incremental change involves relatively small adjustments required by changes in the businesss environ­ment (Chapter 4). Organizations scan their environment and make adjustments according to the introduction of new products from competitors, new laws or long-term changes in customer behaviour such as

2 Comments

Planning change for e-business

Our starting point for managing change is when the objectives, strategy and tactics for introducing e-business change have already been specified as outlined in Part 2. Here, we are concerned with how to implement the strategy to achieve the objectives through the activi­ties performed by the project management team as part of project planning.

Human resource requirements for e-business

E-business implementation requires specialist skills that may not be present within an organization. The range of specialist skill requirements is indicated with Figure 10.8. The Econsultancy (2005) research showed that over half of respondents felt it was a challenge, although there were more pressing challenges. E-business project managers have a choice of building a

1 Comments

Revising organizational structures in e-business

When a company first embarks on e-business, perhaps through creating a new web site to pro­mote its products, it will normally operate within the existing company structure, perhaps using outsourcing to make good a resource deficit. However, as the contribution of the web site to the company increases, the work involved increases and more

Approaches to managing change in e-business

Hayes (2002) notes that for external forces of change, it maybe difficult for those in an organization to manage and control the impact of change – the deterministic view. However, the voluntarist view is that managers can make an important difference to managing the impact of change. In the case of information systems management,

1 Comments

Focus on knowledge management in e-business

Knowledge management has an important role within e-business since business success is criti­cally dependent on staff knowledge about all aspects of the micro-environment such as customers, suppliers, intermediaries, competitors and how to shape internal processes to best deliver customer service. Knowledge management is a significant topic which is only intro­duced here. A more detailed

1 Comments

Using Web 2.0 tools to support knowledge management at Janssen-Cillag Australia

1. About Janssen-Cilag Janssen-Cilag is one of the fastest growing, research based pharmaceutical companies in Australia. It has more than 300 employees, split across Australia and New Zealand with around half based in the field. It is one of 250 Johnson & Johnson operating companies, which total about 121,000 employees across 57 countries. 2.

1 Comments

Risk management in e-business

To conclude this chapter and act as a bridge to the final two chapters we review the problems associated with change when managing an e-business implementation. Risk management is intended to identify potential risks in a range of situations and then take actions to minimize the risks. We all unconsciously perform risk management throughout

1 Comments

Analysis for e-business

Analysis for e-business is concerned with understanding the business and user require­ments for a new system. Typical analysis activity can be broken down into: understanding the current process and then reviewing possible alternatives for implementing the e-business solution. In the following sections we will review different techniques that enable us to sum­marize the operation

1 Comments

Process modelling of e-business

Traditional approaches to process analysis use established systems analysis and design meth­ods that are part of methodologies such as Structured Systems Analysis and Design Methodology (SSADM), like the data flow diagram technique outlined in Bocij et al. (2005). Such approaches often use a hierarchical method of establishing the processes and their constituent sub-processes the

2 Comments

Data modelling of e-business

Data modelling of e-business and e-commerce systems uses well-established techniques such as normalization that are used for relational database analysis and design. As a conse­quence, this section is brief in comparison with that on process modelling which introduces some novel techniques. See Bocij et al. (2005, Chapter 11) for an introduction to normaliz­ation and

1 Comments

Design for e-business

The design element of creating an e-business system involves specifying how the system should be structured. In the two Focus on sections that follow we look at two aspects of design that are of great importance to how e-business systems are perceived by customers – security and interface design. Before that, we consider the

1 Comments

FOCUS on user-centred site design of e-business

Since e-business systems are often customer- or employee-facing systems, the importance of human-computer interaction is high in the design of web applications. Referring to web-site design, Nigel Bevan says: Unless a web site meets the needs of the intended users it will not meet the needs of the organization providing the web site. Web

2 Comments

Dabs.com refines its web store

This case study highlights the importance placed on web-site design as part of the customer experience by dabs.com. It shows the need to upgrade the infrastruc­ture regularly to deliver a satisfactory experience which is competitive with other e-retailers. dabs.com is one of the UK’s leading internet retailers of IT and technology prod­ucts from manufacturers

1 Comments

FOCUS on security design for e-business

Security is a prime concern of e-business managers. The principal concern is the security of information: both about customers and internal company data about finance, logistics, mar­keting and employees. Indeed, we saw in Chapter 4 that securing customer information is a legal requirement under data protection laws in many countries. These risks apply to

1 Comments

Alternatives for acquiring e-business systems

The basic alternative acquisition methods for e-business systems are similar to those for traditional business information systems: Bespoke development. With a bespoke development, the application is developed from ‘scratch’ through programming of a solution by an in-house or external development team or systems integrator. Off-the-shelf In a packaged implementation a standard existing system is

1 Comments