Introduction To Digital Business

GROUP-7
Aparna Dwivedi
Khush Priya
Starlin Manjali
John Promison
E- Commerce
E- Commerce is a process of buying,
selling, transferring or exchanging
products, services and/or information via
electronic devices with the help of
internet
B2C B2B

Types of E-Commerce
1. B2C - Business to Consumer
2. B2B – Business to Business
3. C2C – Consumer to Consumer
4. P2P – Peer to Peer

C2C P2P
 Customer – Centric
Approach
Customer-centricity means putting the
customer first and at the center of
everything that you do.
Understanding the customer, so you can
anticipate their wants, needs and
communication preferences, create
meaningful experiences, and build lasting
relationships with them
Amazon:
People can find and discover virtually
anything they want to buy online.
By giving customers more of what
they want – low prices, vast
selection, and convenience
Amazon is one of the most
customer-centric companies in the
world!
Myntra:
Folks at Myntra take a proactive
approach to understand the
customer’s pain points and wow
points to excel in customer
satisfaction.
Myntra has over 600 people in its
customer experience team taking
care of inbound calls and
outbound requests on email,
social media and raising tickets.
 Moment of Truth
Different types of MOTs
Less Than Zero Moment of Truth (<ZMOT) - an event occurs that
inspires the customer to think about making a purchase.
Zero Moment of Truth (ZMOT) - the customer begins researching a
product.
First Moment of Truth (FMOT) - the customer is looking at a
product.
Second Moment of Truth (SMOT) – the customer purchases
product.
Third Moment of Truth (TMOT) – the customer provides feedback
about the product.
MOTs While Buying a Smartphone:-
(<ZMOT): You saw the ad of Samsung Galaxy A50
on your TV
(ZMOT): You start looking for information online,
reading feedbacks on various platforms, watching
YouTube review videos and reading Blogs. On the
basis of the reviews you considered to buy
Samsung Galaxy A80.
(FMOT): You went to Samsung store to check out
the smartphone, it’s features, appearance and other
attributes. The moment you touch and see the
product and form an opinion is the FMOT
(SMOT): You liked the model so you actually buy
and start using it. While using it you discover some
more features which you were not aware of.
(TMOT): After using it you post some reviews online
and also, share your views about it with your friends
and family.
M-Commerce
&
E-Commerce Omnichannel
-> ability
Similar yet a
lot different

M-Commerce

Application Most preferred

based and so mode of the
has its own youth around
advantages the world
Pros Cons
Easy
Accessibility

Risk of fraud/
Push Security fears
notifications

Customer Small screen

Loyalty
programs
 Business Model

Freemium Model

Subscription Model

E-Commerce Model

Marketplace Model
 E-retail Vs traditional retail
E-retail is a part of e-commerce. There was a time when everything was depended on
physical transaction of cash and product(traditional retail). But with the digital business
booming, everything changed.
Changes:-
• Door step delivery
• Online preview of products
• Convenient planning of bill
For eg:-
• Big bazaar: Traditional retail: Physical presence in shop.
E-retail: Online shopping experience.
• Byjus: Traditional retail: Physical tuition centres
E-retail: Online tuitions.
 How is your digital business creating value / USP?
Myntra is the preferred shopping
destination in the country due to
features such as the largest in-season
product catalogue, 100 percent
authentic products, cash on delivery,
and a 30-day return policy.
To make online shopping easier for
you, a dedicated customer service
team is available 24 hours a day, 7
days a week to answer your
questions.
With the mission of "being Earth's
most customer-centric company,
where customers can find and
discover anything they might want
to buy online and endeavors to offer
its customers the lowest possible
prices,“
Amazon's value propositions range
from "Easy to read on the go" for a
device like the Kindle to "Sell better,
sell more" for its marketplace.
The main selling point of the 'Big
Bazaar' is its low prices. Customers
were offered the best price
proposition. They focused less on
branded items and more on
unbranded products with the same
quality as branded items but at a
much lower price
Byjus Digital Learning Platforms' 3D v
isuals make learning easier and more
 enjoyable. 
Unlike other coaching institutions, By
ju focuses on the development of ev
ery student associated with them thr
ough personalised tests, feedback, a
nd doubt sessions.
e-CRM & Customer Experience
• Ameyo was implemented at
M Myntra to provide a unified
interface for interaction
Y management, allowing the
company to deliver superior
N customer experience
management. Ameyo
consolidated all business
T processes onto a single
platform that measured,
R analyzed, and delivered in real
time.
A N
• Amazon provides its
A customers with an easy-to-
use service interface by
M storing all their
information, allowing
A future purchases to go
smoothly and quickly. The
Z innovative use of data
makes the customer feel
O valued and special method
of attracting customers.
• To streamline its student
acquisition process, Byju’s
B collaborates with
Y
marketing automation and
customer-relationship
J
platform Lead Squared.
This enables digital
U transformation to reach its
full potential and
S contributes to a more
seamless student
experience.
Internet of Things(IoT):
When multiple devices(mobile phone, sensors etc.) get connected
through Internet network to provide multiple services through
interconnectivity.
• Multiple branch structure of connectivity.
• Inter-controllable access.
• Lot of user data available.

For Eg: Amazon:

• Uses Amazon echo connectivity with Mobile application,
and other devices such as coffee machine, washing
machine, lights, refrigerator, televisions.
Digital transformation:
When companies shift from traditional methods to digital/electronic
forms such as e-commerce, e-retail with the help of technologies.
• Better customer service
• Innovation and new possibilities
• Improved business process
• Higher market reach (reduced barriers)

For eg: Big Bazaar

• Brick and mortar to application based.
• Limited access, just urban cities to
deliveries to doorsteps.
• Future of AR and VR in shopping.
THANKYOU