UNIT 4

Telemarketing

Telemarketing is the direct marketing of goods or services to potential customers over the
telephone or the internet. Telemarketing may either be carried out by telemarketers or
increasingly by automated telephone calls or "robocalls."

The intrusive nature of telemarketing, as well as reports of scams and fraud perpetrated over
the telephone, has spurred a growing backlash against this direct marketing practice.
Telemarketing may also be referred to as "telesales"

Telemarketing may take place from a call center, an office, or, increasingly, a home. Many
times, telemarketing can involve a single call to assess interest or suitability, and then follow-
up calls to pursue a sale. Various data may be used to narrow down large databases of names
to a small number of higher-probability customer prospects.

Types of Telemarketing Activities

The act of telemarketing can be divided into four subcategories:

• Outbound: Companies actively reach out to customer prospects and existing

customers via outbound telemarketing calls, also known as "cold" calls.
• Inbound: These telemarketing calls are based on inbound inquiries about products or
services as prompted by advertising or sales efforts. These are considered "warm"
calls as customers will typically have submitted an interest form online or already be
familiar with the company.
• Lead generation: This is the collection of intelligence about the profiles, interests,
and demographic data of potential customers.
• Sales: Telemarketers who are trained salespeople engage in this persuasive activity.
They aim to close a deal on the phone.
`
E-Business
Electronic Business (E-Business) is the administration of conducting any business using the
internet, extranet, web, and intranet. This would include buying and selling of goods or
services using commercial transactions conducted electronically along with providing
customer or technical support with the help of the internet. E-business is similar to E-
commerce but it is more than just a simple act of buying and selling services or goods online.
In fact, it is the method of utilizing digital information and advanced communication
technologies to streamline different business processes – from the initial to the
implementation phase. E-business includes a lot of business processes including online order
processing, CRM (Customer Relationship Management), supply chain management, and
many more. E-commerce is a part of e-business. E-business has several components
including BI (Business Intelligence), CRM (Customer Relationship Management), ERP
(Enterprise Resource Planning), SCM (Supply Chain Management), Collaboration, online
activities, and electronic transactions within the firm.
Following three areas have great importance for e-business:
1. E-Procurement

It is also known as supplier exchange in which business to business, business to government,

business to consumer, and sales of services are made with the help of the internet. Basically,
e-procurement is a way adopted by companies to reduce costs and efforts by sourcing
products or services electronically.

2. Online Stores

It is electronic sourcing (website or application) for products or services, such as online

stores. Online stores are also known as e-shops, internet shops, web-store, virtual stores, web-
shop, m-commerce, and online storefront. The main purpose of these online stores is to save
precious time and money. Anyone can buy products or services by making online payments
using credit cards, cash on delivery, and other payment methods

3. Online Marketplace

It is electronic commerce that connects the buyers and suppliers to the services or products
over the internet.
BCG MATRIX