Ebusiness part 2 Doc.Dr.Ivana varcov,CSc.

1
E-business part 2Doc.Dr.Ivana varcová,CSc.

• The main point for solution of 3 option
• - When evaluating these various solutions, you
  should not only consider the cost of the package
  but how much it will cost to customize it to suit
  your individual needs.

2
E-business part 2Doc.Dr.Ivana varcová,CSc.

• Often what looks like an inexpensive setup at the
  outset can end up eating away at your budget as
  you try to add new features or redo the design
• Make sure you have room to grow. Are there
  better, stronger, and faster options available to
  you if your business expands (you should be so
  lucky!)? Find out before you take the plunge.

3
E-business part 2Doc.Dr.Ivana varcová,CSc.

• Building Your Customer Base
• So your online store is finally up and running.
  Good work!
• Unleash the confetti and champagne corks you
  deserve it
• But once you're finished celebrating, there's
  still work to be done. Now you need to get your
  customers to actually visit the site.

4
E-business part 2Doc.Dr.Ivana varcová,CSc.

• How do you know if your advertisements and
  marketing tactics are working (i.e., making you
  money)?
• To be truly effective, your advertising needs to
  do more than simply attract visitors to your
  site It needs to attract customers who buy your
  products.

5
E-business part 2Doc.Dr.Ivana varcová,CSc.

• To pinpoint which of your marketing tactics are
  working and which aren't, take a look at your log
  files.
• One popular way to determine what marketing leads
  customers to buy your products is to track the
  sources of your sales leads all the way through
  to the order.

6
E-business part 2Doc.Dr.Ivana varcová,CSc.

• Direct marketers have been doing this for years,
  long before the Web came into being

7
E-business part 2Doc.Dr.Ivana varcová,CSc.

• You can do the same thing on your site.
• If you know the source of the lead, the customer
  who responded, and the orders that customer
  placed, then you have a gold mine of data with
  which to determine your ROI (return on
  investment).
• More important, you can improve upon it by
  fine-tuning both your marketing and site design.

8
E-business part 2Doc.Dr.Ivana varcová,CSc.

• Online storefront, like business itself, must
  continue to grow and change to accommodate the
  evolution of customers and products.

9
E-business part 2Doc.Dr.Ivana varcová,CSc.

• With planning, hard work, and careful
  observation, you can build a site that's flexible
  enough to keep up with the ever-changing needs of
  your customers. And then you'll really be in
  e-business.

10
E-business part 2Doc.Dr.Ivana varcová,CSc.

• B2B is one of the most broadly used marketing
  terms in the IT world
• The term can represent functions that provide
  information, or facilitate transactions, or
  execute transactions or completely integrate
  shared business processes into separate, existing
  IS-ERP systems.

11
E-business part 2Doc.Dr.Ivana varcová,CSc.

• What is B2B?
• 'B2B' is one of the most broadly used marketing
  terms in the IT world. In its simplest definition
  a B2B process is any business process between two
  companies that uses digital technology

12
E-business part 2Doc.Dr.Ivana varcová,CSc.

• Why B2B?
• Relationships and inter-business processes are
  likely to continue to change drastically over the
  coming years

13
E-business part 2Doc.Dr.Ivana varcová,CSc.

• B2B - Infrastructure IssuesAfter the key
  questions concerning "why should we be thinking
  about B2B" have been answered, the time comes
  when the dreaded "infrastructure issues" need to
  be assessed. These issues will centre upon
  security, data integrity, communications channels
  and how they relate to the business process.

14
E-business part 2Doc.Dr.Ivana varcová,CSc.

• Establishing trust, paying your dues and going
  native
• B2B provides organisations with a global trading
  platform and an opportunity to buy and sell from
  organisations that would otherwise have been
  unknown to them

15
E-business part 2Doc.Dr.Ivana varcová,CSc.

• B2B and the standards issueExample for
  description
• http//www.it-director.com/article.php?articleid1
  546

16
E-business part 2Doc.Dr.Ivana varcová,CSc.

• B2B is becoming so complex, especially within the
  exchanges, that the number of permutations of
  systems connecting to other systems in order to
  share business data is similarly in danger of
  bringing the process to a standstill.

17
E-business part 2Doc.Dr.Ivana varcová,CSc.

• B2B Exchanges in the eMarketplace
• What began as a possible source for resource
  procurement, has quickly evolved into the
  automation and integration of the entire supply
  chain

18
E-business part 2Doc.Dr.Ivana varcová,CSc.

• B2B (Business to Business) means the seamless
  exchange of data between two business partners
  based on an agreed-upon standard format (XML)
• Example http//www.softwareag.com/xmlstarterkit/tu
  torial/glschemaglschema

19
E-business part 2Doc.Dr.Ivana varcová,CSc.

• What is CRM?CRM stands for Customer Relationship
  Management
• Today, CRM encompasses most of the earlier
  customer centric practices such as Sales Force
  Automation

20
E-business part 2Doc.Dr.Ivana varcová,CSc.

• Contact Management
• Marketing Automation
• Customer and Field Service

21
E-business part 2Doc.Dr.Ivana varcová,CSc.

• It is typically a suite of software used to
• manage a customers' needs and behaviors in
  order to develop stronger lasting relationships
  with them

22
E-business part 2Doc.Dr.Ivana varcová,CSc.

• What can CRM do for me?
• A properly designed and deployed CRM system
  will help your business leverage technology and
  people resources to better manage your sales,
  marketing and service processes

23
E-business part 2Doc.Dr.Ivana varcová,CSc.

• Improved customer service
• Increased pipeline of new leads
• Increase customer loyalty and satisfaction
• Decrease lengthy sales cycles
• Gain efficiencies in call center and help desks
• Streamline marketing and sales processes
• And more

24
E-business part 2Doc.Dr.Ivana varcová,CSc.

• What is involved in deploying CRM?
• The success of any CRM solution is largely
  dependant upon the commitment of your
  organization. Even more so than the software you
  choose to deploy
•   The benefits described above will not be
  realized by buying software and installing it.

25
E-business part 2Doc.Dr.Ivana varcová,CSc.

• For CRM to be truly effective you must review
  your current business processes and your sales
  and service departments. Here it is vital to get
  buy-in from the top down within these teams

26
E-business part 2Doc.Dr.Ivana varcová,CSc.

• How long does it take to implement an average CRM
  system?
• While each CRM solution is in itself unique, you
  can always be sure that completing your system
  will definitely take longer than a software sales
  person is likely to tell you

27
E-business part 2Doc.Dr.Ivana varcová,CSc.

• How much does CRM cost?
• Surveys around the country of companies have
  indicated that they have budgets for CRM projects
  of less than 500,000.

28
E-business part 2Doc.Dr.Ivana varcová,CSc.

• Not a major investment for many mid to large size
  companies. There are certainly excellent
  scaleable solutions that can be had for under
  100,000 and well over 1 million
• Again, much of the costs will depend on your
  individual situation and company needs.

29
E-business part 2Doc.Dr.Ivana varcová,CSc.

• How do ensure a successful CRM implementation?
• First and foremost, get executive level
  buy-in and commitment to the project.
• Make the project fun and rewarding
  Give all key employees who will be using the
  system incentives for making it work

30
E-business part 2Doc.Dr.Ivana varcová,CSc.

• Break the entire project down into smaller
  manageable pieces with small milestones. Work
  with all departments to maintain a team
  methodology
• Keep in mind that your system is designed
  around the customer and prospect

31
E-business part 2Doc.Dr.Ivana varcová,CSc.

• What department should be responsible for CRM?
• This question comes up a lot. The simple
  answer is everyone. What we mean is try to spread
  project responsibilities across all departments

32
E-business part 2Doc.Dr.Ivana varcová,CSc.

• To the end
• CRM (customer relationship management) is an
  information industry term for methodologies,
  software, and usually Internet capabilities that
  help an enterprise manage customer relationships
  in an organized way

33
E-business part 2Doc.Dr.Ivana varcová,CSc.

• For example, an enterprise might build a database
  about its customers that described relationships
  in sufficient detail
• so that management, salespeople, people providing
  service, and perhaps the customer directly could
  access information

34
E-business part 2Doc.Dr.Ivana varcová,CSc.

• match customer needs with product plans and
  offerings
• remind customers of service requirements, know
  what other products a customer had purchased, and
  so forth.

35
E-business part 2Doc.Dr.Ivana varcová,CSc.

• According to one industry view, CRM consists of
• Helping an enterprise to enable its marketing
  departments to identify and target their best
  customers, manage marketing campaigns with clear
  goals and objectives, and generate quality leads
  for the sales team.

36
E-business part 2Doc.Dr.Ivana varcová,CSc.

• Assisting the organization to improve telesales,
  account, and sales management by optimizing
  information shared by multiple employees, and
  streamlining existing processes (for example,
  taking orders using mobile devices)

37
E-business part 2Doc.Dr.Ivana varcová,CSc.

• Allowing the formation of individualized
  relationships with customers, with the aim of
  improving customer satisfaction and maximizing
  profits identifying the most profitable
  customers and providing them the highest level of
  service.

38
E-business part 2Doc.Dr.Ivana varcová,CSc.

• Providing employees with the information and
  processes necessary to know their customers,
  understand their needs, and effectively build
  relationships between the company, its customer
  base, and distribution partners.