ECommerce'' What the Big Guys are Doing

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E-Commerce..What the Big Guys are Doing
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What is an E-corporation?

• E-corporations integrate corporate philosophy,
  strategies, process, and organizations
• E-corporations allow customers to interact with
  the corporation
• E-corporations share resources with customers and
  potential customers
• E-business occurs when customer and corporations
  interact electronically on all of these levels

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What is an E-corporation?

• A recent PWC survey found that over 70 of
  traditional companies have a web site
• Once customers visit the site they want to buy
  products - that is e-commerce
• Once customers buy, they want to be serviced,
  thus e-service
• E-business is not only buying and selling, but
  improving business performance

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Technology and Customer Relationship Management

• Businesses now realize the customer is 1
• With the new technologies available we can gather
  and maintain strategic customer information
• Use this information to track what customers are
  buying, their needs and wants, and their service
  requirements
• Further refinements will provide a customized
  offering to customers

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Customer Relationship Management

• Companies are buying into the CRM technology to
  the tune of 3.3 Billion in 1999 jumping to 16.8
  Billion by 2003
• Customers are looking for a positive on-line
  experience
• Call centers are customer transaction centers
• Customer Relationship Management

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Current E Trends

• Customers who shop on-line expect their time to
  be productive - their experience FUN!
• You have less than a minute to grab them!
• The power is shifting to the consumer (customer)
• The internet brings a whole new meaning to shop
  till you drop
• There are new choices in the .coms
• Department store loyalties are gone forever

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Current E Trends

• Business to business e-commerce is increasing as
  well
• Corporate buying requirements can be shared along
  a supply chain, and incorporated into ERP systems
• The B2B connections save on order processing,
  marketing collateral (put it on the web page!),
  customer service (let them track on the web),
  and administrative processes (purchasing cards)

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Current E Trends

• Buyers and sellers establish process
  interdependencies and develop long-term
  relationships
• Investments in ERP engines really begin to pay
  off
• The supply chain comes alive !
• Businesses are using the Internet to do
  purchasing, bidding, selling, and other
  transactions

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Where is the E going?

• The .coms are for real!
• They are not bound by conventional wallsthey are
  cyber reactive!
• They establish customer-centric models rather
  than product driven models
• All this .com is great, but only if the .com has
  the logistical capability to pull it off
• The customers satisfaction is of great
  importance
• The sales channel is E, but the back-office
  operations must be on line..integrated
  processes!

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Where is the E going?

• Supply chain management and distribution will
  loom large in the realm of E-business
• Use customer historical information to understand
  buying patterns
• Tailor offerings to individual clients-impossible
  before (except for small boutiques).
• Its up to the companies to use this information
  internally and guard against unwanted
  dissemination of confidential facts (security)

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Where is the E going?

• The company must use the information to build
  value for the customer (custom offerings)
• Slowly businesses are transforming themselves
• Oracle Corporation is transforming itself into an
  E-business
• Oracles web store requires that it change its
  internal processes for order entry, contract
  management, inventory management, shipping,
  receiving and warehousing

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Where is the E going?

• Traditional companies ( non-E) may be hard
  pressed to adapt the customer-centric model
• For many its a complete turn around!
• Its more than a web page.its replacing the
  infrastructure!
• E allows the customer to rule!

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The E in E-businesses

• Portland Trailblazers implemented Onyx Front
  Office to help maintain customer information
• CyberTrust, leading supplier of internet security
  software selected BaanFrontOffice
• Digex, a leader in web site hosting and
  management implemented Clarify eFrontOffice
• Eddie Bauer, leading clothing retailer,
  implemented data mining to solve its customer
  information problems

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The Proper Technology Solution Will

• Manage the increased demand on your business
• Deliver the ultimate in customer support
• Make doing business easy
• Provide fast, efficient product distribution
• Collect, share, and utilize strategic customer
  information
• Extend your business processes to the customer
  (order processing, order fulfillment, billing,
  and service)

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What Makes the E Work ?

• Need to attract customers to the site
• Attention spans are shortmake the content
  interesting !!
• Make product choices easy
• Ensure the ease and security of the on-line
  transaction
• Have available multiple payment choices
• Provide Customer Service Information

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What Makes the E Work ?

• Deliver what is promisedon-time !!!
• Record all contact with the customer
• Follow up !!!!!!!

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The Oracle Solution CRM 11i

• Oracle is one of the premier companies and the
  first to have the entire suite of applications to
  help companies realize the advantages of E -
  business
• To date, Oracle seems to be the only company with
  a completely integrated suite of products from
  front-end E, through Financials, Supply Chain,
  Manufacturing, and Service
• While other providers will portal your
  enterprise to the internet, Oracle has created a
  total approach to web commerce
• From i Store to i Payment, these solutions are
  the answer to how do I get the E in my
  business.

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The Oracle Solution CRM 11i

• Oracle Marketing Products
• Oracle Marketing
• Supports a broad range of promotion types- age
  off, coupons
• Volume discounts - standard or tiered
• Product recommendations on their e-commerce site

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The Oracle Solution CRM 11i

• Oracle Marketing Intelligence
• React to market changes
• Monitor adherence to marketing plans
• Oracle i Marketing
• Allows merchants to create real-time, targeted
  promotions on their e-commerce sites

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The Oracle Solution CRM 11i

• Oracle i Store
• A powerful, scalable environment for creating,
  managing, and personalizing internet storefronts
• Selling products and services directly to
  customers

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The Oracle Solution CRM 11i

• Oracle Sales Products
• Oracle Sales Online
• Provides an internet sales system for
  salespeople, distributors, and sales managers
• Allows salespeople to deliver configured quotes,
  using the latest inventory, price list, and
  discount information
• Integrated with Oracle Order Management and
  Oracle Configurator

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The Oracle Solution CRM 11i

• Oracle Telesales
• Meets the needs of telesales people in a call
  center environment
• Oracle Field Sales for Mobile Devices
• Enables field sales to deliver customer,
  opportunity, product, pricing and quote
  information using devices running Windows CE
• Also good for Palm Pilots, laptops, etc.

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The Oracle Solution CRM 11i

• Oracle Sales Compensation
• Helps manage commissions and incentive plans for
  sales personnel
• Oracle Sales Intelligence
• Real-time enterprise view of sales data to aid in
  making quotas, assess current performance, and
  improve the sales process
• Reports include Sales Force Performance, sales
  effectiveness, revenue management, customer
  analysis, product analysis, channel analysis

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The Oracle Solution CRM 11i

• Oracle Order Capture
• Executes order capture from other Oracle products
  such as Oracle Telesales, and Oracle Sales
  Online
• Extends ordering capabilities beyond products to
  services, training, seminars, renewals, and
  collateral requests

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The Oracle Solution CRM 11i

• Oracle Configurator
• Provides Oracle Sales Online, Oracle Telesales,
  and Oracle i Store with guided selling,
  requirements-based product selection, and
  configuration validation for complex and custom
  products

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The Oracle Solution CRM 11i

• Oracle Service Products
• Oracle Customer Care
• Enables customer problem resolution
• Integrates with other Oracle products
• Oracle Support
• Provides organizations with a knowledge-driven
  applications for lifecycle management of service
  requests
• Notice of product defects, and requests for
  product enhancements

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The Oracle Solution CRM 11i

• Oracle Contracts
• Enables the design of service offerings tailored
  to customer needs
• Manages these service contracts through full
  lifecycle
• Oracle Field Service
• Manages a customer service request from initial
  call to closing of the request
• Handles all billing information for the services

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The Oracle Solution CRM 11i

• Oracle Mobile Field Services
• A standalone solution that provides field
  services personnel with up to date information
  about service calls assigned to them by
  dispatchers
• Oracle Scheduler
• Enables service businesses to effectively plan
  and schedule service calls
• Field service personnel receive better
  information prior to dispatch

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The Oracle Solution CRM 11i

• Oracle Spares Management
• An inventory system with easy to use planning and
  replenishment capabilities to control spare parts
  inventories
• Multiple service areas are possible
• Oracle Customer Intelligence
• A Web-enabled application that makes it easy to
  view complete information about customers

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The Oracle Solution CRM 11i

• Oracle i Support
• A Web-based customer care system that enables
  merchants to provide information to customers on
  order status, inventory supply, order history,
  invoices
• Reduces the cost related to a large call center

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The Oracle Solution CRM 11i

• Oracle i Bill and Pay
• An electronic bill presentment and payment
  solution for businesses that want to provide
  online billing services to their customers

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The Oracle Solution CRM 11i

• Oracle i Payment
• An electronic payment system that application
  developers can use to payment enable their web
  applications
• i Payment can accept payment instructions from
  any e-commerce application and route payment to
  designated systems

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The Oracle Solution CRM 11i

• While other providers will portal your
  enterprise to the internet, Oracle has created a
  total approach to web commerce
• From i Store to i Payment, these solutions are
  the answer to how do I get the E in my business