E-COMMERCE SUCCESS

FACTORS

Shubhalaxmi Joshi 1
E-commerce success
factors
Selection and Value
Performance and service
Look and Feel
Advertising and Incentives
Personal attention
Community relationships
Security and reliability
Shubhalaxmi Joshi 2
Web Store
It is retail store on Internet which
can be build in the form of website.
It includes product catalog,web
pages,tools which provides
shopping cart features, process
orders and handles credit card
payments
It is to be supported by ISP in order
to operate and maintain the site
Shubhalaxmi Joshi 3
Web store….
Marketing the website in the form
of web page, e-mail advertising
and promotions for web visitors
and customers, web advertising
exchange program with web
visitors and customers, registering
web site with major search engines
and directories.

Shubhalaxmi Joshi 4
Managing a web store
Web store can be managed as a
business as well as web site.
It should provide variety of reports
that records and analyze web store
traffic, inventory and sales results.
It must provide customer
management feature to retain web
customers
Shubhalaxmi Joshi 5
Managing a web store…
It must enable their client 24*7 hrs
shopping.
It must provide online technical support
It should avail powerful network
resources to sustain network traffic and
redundant network servers
To protect web store transactions it
must provide security software which
protects it from hackers attacks and
other security threats.
Shubhalaxmi Joshi 6
E-commerce Integration
This is integration of traditional
business with e-commerce
It increases order size
It increases traffic at physical stores
It improves catalog operations and
productivity
It establishes brand
It supports sharing of information
It improves distribution efficiencies

Shubhalaxmi Joshi 7
E-COMMERCE PROCESSES
Access control and security
Profiling and personalizing
Search management
Content and catalog management
Workflow management
Event notification
Collaboration and trading
Shubhalaxmi Joshi 8
CROSS FUNCTIONAL
BUSINESS SYSTEMS
These systems uses IT resources
to run the processes
I t supports the business
processes from product
development to distribution of the
products
These systems are: ERP,SCM,CRM

Shubhalaxmi Joshi 9
CUSTOMER RELATIONSHIP
MAMAGEMENT
 With the support of IT this system
creates cross functional enterprise
system that integrates and automates
customer servicing processes in sales,
marketing and product services that
interact with a company`s customers.
 It consists of SOFTWARE MODULE
which involves business activities in
front end processes.

Shubhalaxmi Joshi 10
CRM

marketing
sales Customer
S
service
s
a CUSTOMER
customer
Store retention
front

Shubhalaxmi Joshi 11
CRM program
Sales:CRM software tracks customer
contacts and other business and life
cycle events of cross selling and up-
selling
Direct marketing and fulfillment: CRM
software automate tasks as qualifying
leads,managing responses,scheduling
sales contacts and proving information
to prospects and customers.
Customer service support:Help desk s/w
assists customer service in helping
customers by Shubhalaxmi
providing Joshi relevant data 12
Supply chain management
Production
Logistics
Distribution
Supply chain cycle

commit schedule make Deliver

Shubhalaxmi Joshi 13